Xfinity Store by Comcast Branded Partner — Local services in Dover

1 Star – I would NOT recommend this store.

Beware — the staff at this Xfinity store will lie, mislead, and then refuse to stand behind what they've said. My experience here has been nothing short of terrible. We had a newborn with us and I just wanted to make sure everything was as he stated. He wrote everything on a sheet of paper and on one of his trips out back took the paper and did not return with it.

I confirmed with Raj at the store multiple times about a port-in credit for my wife's line. She was already an Xfinity customer, and we were porting her line over as part of a $400 promotion. Raj assured me repeatedly that she would receive the credit and even laughed when I asked him multiple times and told him to check with his supervisor. I even emphasized that I wanted to complete her line first before moving mine from AT&T, but he insisted we proceed with mine first and that she would absolutely qualify. It took 24 hours for her line to move so I had to go back again. On top of all the time, and dishonestly I traded my phone and if I returned the new phone I would have lost my trade in (shipped out days before) and ended up losing my cell phone number.

Not only did the credit never come, but I ended up wasting three trips to the store and over six hours of my time. When I returned to port her line, Raj actively avoided me — he walked away and began helping other customers. Raj even acknowledged that she would definitely get the credit but still did nothing to fix the issue. They had to make a quick call to corporate which resulted in a two hours wait. Four hours later, the store called me (I had to go), and it was not Raj (The employee who had worked with me the previous visits, but the employee who Raj pawned on me). He said wait two months and I "should" get a promotion. He also said the manager doesn't want to talk to you. I asked for him to have the manager call me back and he said he wouldn't be calling me. There was nothing they could or would do. Extremely frustrating.

To make matters worse, the store has no public phone number, allegedly due to “threats against workers,” which I’ve never heard from any other business. Frankly, I suspect this is a result of the store’s repeated failure to communicate honestly and respectfully with customers. I reached out to the store owner in hopes of resolving the issue and never received a call back.

After everything, I was also hit with a $25 porting fee that was never disclosed. I traded in my phone as part of the process and when I questioned the handling of it, I was told it was already shipped out and that I was out of luck — no options, no accountability.

Additionally, while I was in the store, I witnessed two other customers becoming extremely frustrated with the staff for similar reasons — poor service, lack of transparency, and unkept promises. See Lisa Dolliver's review below for context. I was the customer that had to calm down the xfinity employee who was losing her mind over a Lisa trying to return a phone she was told to go to the store to return. The Xfinity employee's behavior was horrifying and disgusting! The Xfinity employee even went as far to throw a piece of paper in this women's face like a paper airplane and stomp her feet.None of the store employees said or did anything to intervene, and this poor woman was crying. Again, disgusting. I still can't wrap my head around the staff. The absolute most incompetent group of employees I have EVER witnessed.

To top it all off, Xfinity’s coverage around the Seacoast has been full of dead zones, further adding to my dissatisfaction. It's sub par Verizon coverage. I wish I never went in, and had I read the reviews, I would not have done business here.

This store has consistently failed to deliver even basic levels of professionalism or integrity. I strongly advise others...

If I could put 0, I would. I do not write reviews as a general rule but my most recent experience at this location was absolutely mind numbingly stupid.

I went in with a billing question. I had canceled my home internet and my phone lines were ported out a little more than a month ago and the watches attached to my phone lines stopped working. Makes sense, right? They're tied together, they should cancel together? Correct? Right. Ok. All of a sudden, I have a bill for watch service that I was not able to use for an entire cycle AFTER I canceled!

I called customer service and Comcast's infinite wisdom prevailed, and I was connected with someone who didn't understand what I was trying to communicate to them. I broke it down as simply as I can: I ported my numbers and canceled my service, why am I being charged for another month of service for devices that stopped working when I ported? The best answer I could get out of customer service was that it was their policy not to cancel smart watches attached to phone lines.

Unsatisfied with this answer, I went to the Dover location for assistance. There was a few people ahead of me and I was happy to wait thinking that I would get some assistance. The lady at the desk was less than helpful, blaming me for not following procedure, then telling me that I needed to call my new carrier for a credit for a bill that 1) shouldn't have existed to begin with, and 2) had nothing to do with them. "I see this all the time", she says. "You need to cancel the watches separately. Your watches have been active this entire time."

No ma'am, they haven't. They stopped working the day I ported my numbers to my new carrier.

"Well it's on them to tell you that you need to cancel."

First of all, how does Xfinity expect other carriers to know their policies, and why on God's green earth would another carrier give a customer a credit for a bill that has nothing to do with them?

Second of all, why am I being charged for services that I canceled and could not use?

Extremely unsatisfied at this point, I left the store and called customer service (again) and asked to speak directly to a supervisor. After explaining the situation to them, the supervisor was able to credit me for the billing mistake on their end. Such a simple resolution that took 3 different interactions to get to.

Ultimately the problem was resolved, but the woman that was present at this location couldn't have cared less about customer service, outwardly blaming me for a procedure that no other carrier has. I wish I had caught her name so I could warn other people about doing business with her.

Do not go to this store expecting any sort of help. There's a reason their...

First let me say, last night I borrowed A friend’s phone to call Comcast because I was having an issue with my cell phone, not being able to receive email messages or to call out, which is an emergency for me because I have chronic congestive heart failure and I need a phone in case of an emergency. Well, I get this lady on the phone and guess what I don’t think she knows what she’s doing because she wiped out all of my email messages which some of them were important messages and she never corrected the issue of not being able to receive or to call out so here is my real joy. I really didn’t wanna go in to the store because of my last experience the manager was arrogant, I had a person try to put in a new Sim card. He didn’t know what he was doing, but my last resort today was I needed to go in to get help so that I could use my phone. What a great experience I could not have been any happier I met Bryan , He was the only one working which was absolutely perfect. Apparently he used to work in the PORTSMOUTH store and now works in the Dover. This man is absolutely respectful very calming very kind very knowledgeable and extremely pleasant . There 3 people ahead of me and each one thanked him saying how wonderful he was .He is a true asset to this Xfinity company. I walked out of there with a huge smile because his knowledge , he got my phone working his smile, his attitude, he truly had allot of concern for the people that were there needing help, oh I just can’t say enough about this man I give him an A+. He made this 81 year old lady so happy, I now feel safe knowing I can call out if I need a ambulance. Thank you Bryan for your help...