Xfinity Store by Comcast Branded Partner — Local services in Colonial Heights

I have never been surrounded by so many incompetent people in one place—and if you knew some of the places I have worked, that’s saying a lot.

I went into this Xfinity store just wanting a new phone. Easy, right? Apparently not. Adrianna managed to add a whole third line to my account instead of just swapping phones. I didn’t ask for it, didn’t approve it, and was being charged for it. She is truly the Queen of Incompetence, sitting high on her throne of billing disasters and did not advise me of additional charges.

I went back FOUR times trying to get it fixed.

1st visit: Michael was nice but looked like he was a stray puppy begging for someone to accept him into the pack.

2nd: Kevin told me he’d been there a while and to have some faith in him. Kevin, I have more faith in the President fixing the healthcare system and reducing the national debt than I do in anyone’s ability to fix my account.

3rd: Jerome actually seemed to know what was happening and put all the pieces together—finally! But when he tried to get me a refund, he was told “no” by the magical powers of the Xfinity chat box. Adrianna tried to get involved and put the blame on someone else- I had to ask that little attitude if she needed to be talking to me for some reason.

4th: Then came Zach, the manager. I explained the entire story again after waiting an hour. He told me he’d work on it and get back to me so I wouldn’t have to sit there for hours again. Even gave me his cell number. But just like my ex, he was also full of broken promises.

To make it even better, I haven’t had the phone for 60 days, so Xfinity refuses to unlock it—meaning I can’t even leave this circus for another 2 weeks. I’m literally paying for their mistake and trapped like it’s a billing hostage situation.

Long story short: this store is a masterclass in how NOT to run a business. If you see Adrianna coming toward you, just turn around and walk back out. Don’t trust the smiles, the promises, or the “we fixed it” claims.

Would not recommend. Unless you're collecting real-life examples of what not to do in customer service. In that case, 10/10, highly...

Do not go to this Xfinity store on Temple Ave in Colonial Heights, VA!. The customer service is the worst I've ever seen. I came there yesterday around 10am with my Husband and my Dad to buy my Dad a new phone and watch for his birthday (age 74 ) We stood around for 20 minutes without being greeted or asked how can they help. Another person walks in later and were provided services right away by a rep with no appointment while we were still waiting. When I asked if someone could help us we were given someone to work with but she was very rude and disrespectful towards us. I dont remember the name of the rep but her gender was questionable as to if SHE was really a HE. She wasn't listening, spoke really fast in a deep voice and when asked to slow down so we could understand she rolled her eyes, kept looking and texting on her cellphone while we were talking to her. She had long nails that kept getting in her way of filling out his information correctly. We had to keep repeating ourselves and redoing the transaction. My husband told her she was being disrespectful because she switched her attention to me ignoring my dad and my husband. We wanted to pay for the phone in full and she kept explaining a monthly payment for the phone that didn't apply because we were paying in full for the phone and watch. After we told her we didn't appreciate her attitude towards us she walked away with her attitude and got another rep to finish working with us. We asked the new rep if there was a manager/supervisor we could speak with. No manager was there. Why? We asked for a phone number/or contact information to the supervisor/ manager. She couldn't provide one stating they are not permitted to giving their personal numbers. We didn't ask for a personal number just a way we could contact the supervisor/ manager and she couldn't provide anything hince why I'm leaving this review. Not a good experience for my Dad for his birthday. This was supposed to be an enjoyable time and a welcoming present but was the...

Never had any issues with this store or its associates. I’m sorry you are guilty by association but I have been very disappointed about Xfinity as of recently. Called the main number to try and save money off my bill. I have been a customer since 02/2020. I was under a grandfathered plan. I used the chat function as it was mentioned as an option when I called the main number. Agent I spoke with mentioned a deal where I wouldn’t lose anything but would gain a $30-$40 discount each month and I would be getting a new 10th generation iPad. Next morning I notice we didn’t have channels I mentioned I still needed and I also received a $22.99 from Netflix. Netflix was part of my Xfinity previous deal with 2 screens and I was paying $7.50 extra through xfinity for 2 additional screens. Agent duped me into thinking I was getting a great deal which in fact was never the case. I spent overall a total of 4 1/2 hours with no resolution. Manager with loyalty and retention was supposedly the last line of communication and she didn’t have the capability to just return my account to the grandfathered plan since the mistake, which she admitted to and apologized for on a recorded line, occurred due to the agent. I am currently lining up replacement services and will likely be cancelling or removing services within the next few weeks. Loyalty doesn’t mean anything in todays world especially from companies that control a monopoly in most areas and only care more about the almighty $. They allow you to feel trapped and try to take advantage of you. If you only have xfinity as an option, just be very careful when dealing with your account and especially if you need anything it is best to talk directly to someone and avoid the...