Xfinity Store by Comcast Branded Partner — Local services in DeKalb Township

These people are terrible. I walked in because my bill is just absolutely insane. For back story, I signed a contract in August to get my bill back down to something reasonable after they jacked it up after the 1st contract ended. It was supposed to be for no more than $80/mo after signing another contract. My bill has been consistently at $120/mo ever since, which is basically what it was before I resigned. Calling Comcast is just as terrible as going to the store, it seems. The woman at the counter, Ari, is in the middle of something, but I get it, no problem. Then she takes down my # after I tell her I need to get my bill fixed, clearly with the intention of assisting me. Suddenly, she tells me, o, I need to be on lunch right now, I can't assist you, and walks away. She comes back, tells me again, it's my lunch, the mngr is gonna come out. Literally didn't say anything except I need help with my bill and my phone #, so why suddenly, she needed a mngr, cuz she needed to go on lunch, when she was working when I walked in, was either very strange and/or beyond incredibly unprofessional. The 'mngr,' no clue what his name was, because he conveniently doesn't have a name tag. How does the employee have one but the mngr does not? Didn't bother telling me his name either. He looks at my account after I tell him about the contract for $80/mo, tells me he sees it should be $78. Yes, now please tell me why it's consistently $120. Tells me 2 subscriptions were not cancelled when I called, and I will give him that he cancelled them, but I still have to call billing to get any kind of credits.... hopefully, but I heard that from Comcast before, so we'll see. Ok, so now please tell me why the bill is so high, because even 2 subscriptions, should not make the bill $40 more each month. He tells me my next bill is going to be $144! WHAT?! Again, please tell me why I'm paying $40 more/mo, because 2 subscriptions should not make it that much more, let alone the next bill being over $60 more than what it should be. The math is not mathing. He then argues with me and tells me my bill has been $110/mo. I know what is coming out of my account each month, I promise you, it is $120. Not once did he attempt to explain the bill to me. I kept being told to 'chill.' How are you a mngr and your response to a customer who is clearly frustrated is 'chill?' How about we take extra $ from your account each month and give you no explanation, let's see how 'chill' you are?? Literally it was nothing but telling me I'm wrong and going in circles. I work for a competitor, in customer service, I have heard everything and never said to a frustrated customer 'chill.' When I have called the billing department, I have been told, if I don't like the prices, I can speak to the CEO! Is anyone who works for Comcast professional? You all don't even offer Fiber! How are you going to charge so much more for a mediocre, at best, service? I will 100% be canceling the contract and the service, it'll be cheaper to buy out the contract than to keep paying the ridiculous bill that no one can explain to me why it's so much higher than the contract I signed. Just so you're aware, I am not some crazy person who is a one off situation. I hear many many many times/day how horrible the experience is with Comcast and they have to switch immediately to get away from them, having the same experiences. I don't understand with so many people needing to get rid of your service, why you're not taking any steps to fix the issues with the company and your employees. The people who work for you think it's a joke. This is a crap company with crap employees. Maybe you all should remember, you're not just in customer service, but you are also customers of businesses as well, and you probably wouldn't enjoy being treated the way you treat the people who are looking for...

not only does xfinity suck as a company overall but their employees at this store seem to lie in order to get the sale. i came in looking to switch over from verizon and quite literally the first thing i asked was if they offered international plans and how they worked to which they responded “we do, they are all unlimited” and just to double check that fact i mentioned that i travel to mexico for 2 months and call there/receive calls everyday and if that was included in their plans and they said yes that there would be no issue, never any mention of extra charges. i was also looking to get for sure one new phone which i did end up getting. not even a month later i get the notification that my bill was due soon and it was absurdly high and i contacted customer service asking why, come to find out that a unlimited international plan never existed and i was being charged for the daily phone calls i had made to mexico and there was nothing to be done but pay. i ended up cutting off my services with xfinity because it wasn’t going to work out for me considering i also had to pay $5/day for when i went to mexico. i ended up going back to verizon and having to get another new phone because xfinity had also said i had to return the phone i got with them to the exact location i bought it at. i drove 45 minutes back to this location and they refused to take the phone back after explaining the entire situation and didn’t even attempt to call costumer service and find out what had happened, just flat out refused and said i had to keep it and keep paying it off monthly even if i had no use for it. not only that but they also denied the fact that they had said international usage was unlimited and already included in our plans and tried to gaslight us that that had never happened and they never said that. horrible experience and careless workers, didn’t even last a...

Glad to have an office open however one occasion they were very rude and gave false information,another occasion system was down and they couldn't help me after standing in line for a long time socially distanced in a mask they could not take my payment nor help me with a problem that I have been unable to reach anyone through my phone to help me solve with an audio problem. Wanted them to reboot me and they can't do that. I have a phone number from the installation people they have been super the supervisor treated me with respect and did everything in his power to assist me but that was not the store. I will attempt to go back and perhaps I will get a trained different representative and perhaps their equipment will be working however this has been my experience has thus far. Very disappointing and I am at high risk so going to a brick-and-mortar is difficult and I am not tech savvy and have had difficulty reaching people through their system over the phone and I don't have a computer and a whole nother story is I haven't been able to set up Wi-Fi and that was one of the things I wanted them to help me do and their system was down so they could not help me do that so it's a chicken in the egg...