Xfinity Store by Comcast Branded Partner — Local services in Cupertino

What a nightmare! Stay away from migrating your phone or signing up with Xfinity Mobile. We signed up end of Sept 2023 due to their promotions; $20/line for 5 lines and BOGO (2nd line free for one year). This was the reason we decided to migrate to Xfinity for my whole family. They said if we sign up with more than 4 lines, we would get all 5 lines at $20 per line per month which they totally LIED to us!! It was a total SCAM, was told that it was the 5th line that only receives the $20 line. They lost 2 of our phones and it took over 2 months to resolve the issue! I had to call almost everyday to try to figure out what was happening with the phones. They made it like it was our issue, not their issue, and was not helpful at all!!! Another issue, I had shipped my phone the second I activated the new phone, but it took over 1 month for them to acknowledge that they have received my phone and they wouldn’t give us the trade-in credit. In regard to the BOGO promotion in Sept 2023, it took over 3 months for them to fix and explain why the promotion was not added on the account. Every issue was hours on the line with customer support (ambassador) who had different answers and rational for all my issues. Several times I asked for a manger to speak with and was put on hold for hours or told that they were not available and they would call me back. Of course they never called me back! I had 5 members on my family plan before I migrated over to Xfinity Mobile, but due to the horrible experience, some of them decided not to come over and stay with their current carrier (AT&T). If I knew that this was the experience you receive from Xfinity Mobile I would not have migrated over and stayed with my current provider whom I was with for...

NEVER SEND YOUR TRADE IN DEVICE! They will take it and never give you credit. When I first signed up they were so welcoming and made it seem like the process would be so smooth. I just have to print the label they email me and ship my old phone with USPS. It’s been 4 months of me paying the full bill and not getting my trade in credit. I called every week and spent countless hours on the phone with their representatives. No luck! Keep telling me to wait. They confirmed the phone was received and processing. I went back to this store many times and all they tell me is we will open a ticket and you will hear back in 5 business day/next bill will be fixed…. None of that happened. Spoke to many of them and they all know my story. Jesus the manager is aware and spoke to him many times. They said the store only sells and everything else you have to call international costumer service call centers. Very bad service! I am so disappointed and wish I never trusted them with this trade in scam. I found numerous people complaining online about it, so it’s not only me!

Save your money and mental health and go somewhere else. I am leaving reviews everywhere as this is the only way I can use to pressure them to give me my money back! I have recorded my phone calls with their representatives saying my phone is accepted and my bill will be fixed. 4 months later and nothing...

930am, I went to xfinity in Cupertino to return box. Walked in the front door and was greeted by 3 employees, they told me that they are not open until 10. I say I am just returning a box. One asks me to sit don't while she checks with manager. Manager comes out and says you have to wait outside until 10am their system won't let them do any thing until 10. I stood up, set the box on the counter, and walked out. The manager locked the door behind me. Box has been returned to comcast store. Why would the front door be open with people standing around and the store not be open. Why didn't the manager just accept the box with a smile, apologize for the inconvenience, telling me they will check it in when the system allows and then send me on my way? I have been a happy xfinity customer for year's and I usually get great customer service at other Xffinity stores, Palo Alto, Santa Cruz, San Carlos to name a few. The manager shows a lack of good customer service. If this is the leadership I imagine the entire store is run this way. No longer a...