Xfinity Store by Comcast — Local services in Emeryville

The guy who helped me out on 9/15 was pretty nice but he gave me some incorrect information that cost me a lot of time and almost cost me extra money with ordering a new phone. I went onto the xfinity website to look at deals on new phones and found a bunch of phones that were 0 down and a low monthly bill then i checked to see how much the total would be for ordering each one and wrote down the "pay today" amount to bring to the store. When i brought this info to the store the guy looked into it then offered me a deal on the phone i wanted that that 100+ more than the rate online. I let him know i was confused about this because the online rates are much cheaper. He kept trying to explain it was the tax added but i remember seeing the "pay today" amounts and was pretty sure those were added with tax already. I told him i would go home and order the phone because i know the rate is less online and he told me i could try that but that the rates are always the same in the store. When i got home i ordered the phone online for the original low rate i found earlier when searching the website. This is frustrating because i figured going into the store could either speed up my process or clarify questions for me and I actually got the wrong info and a customer service agent who insisted that the information i had about the online rates were incorrect but that i could still try to do it online to see if i save money. I saved 100+ dollars dealing with it myself online with no customer support. Now i do not trust coming into the store to get help. Very interesting to see after reading many reviews that many customers are stating they have been overcharged for services at this location and unable to fix the issue after being overcharged. I did wonder if theres a reason why they are consistent with giving me a higer rate in store and hard for me to trust this seeing that many other customers have also felt overcharged. Unsure what process causes agents to overcharge customers, is it commission based because i am unsure what the initiative is and seems to happen a lot...

I was initially afraid to go to this store because there are so many horrible reviews. But I decided to just go ahead to the store and see what I could do because I tried to just switch to AT&t but unfortunately their routers don't connect to a coaxial cable, so I had to stick with Xfinity.

Anyway, I went into the store. There were two employees standing in the front area. They greeted me. They were kind. One said he liked my hair. They let me know the one of them would be helping me. The person that helped me started out by trying to find my information because I was having an account issue. When that didn't work out, we sat down and he helped me create a new account. There was another glitch with my account so he took some time to go back and chat with his supervisor to figure things out. He figured it out. He rang me up for my purchase. He got me what I needed. He even wrote down some extra information just in case I ran into any more issues with the setup process, and then I went home.

And listen. I haven't had internet for 2 weeks and it has been very stressful and getting the runaround from calling customer service and having to deal with this issue while having to work full-time and being in the middle of unpacking all of my things was really hard. So I understand why some people leave horrible reviews and say the customer service is bad. As somebody who has worked in customer service for over a decade: when somebody comes in super upset and they're not able to take responsibility for their feelings and instead are really sassy and rude with people who are just trying to do their job...those people get bad customer service. You get what you give. People that work at places are still people ya'll.

It took some time but it all got handled in the end and I did not feel the need to give the employees a hard time and they were super helpful and everything was great and now I have f** Wi-Fi which is how I'm leaving this review. Great job Xfinity...

I recently visited this Xfinity store and had such a great experience that I felt it was worth sharing, especially because my last visit to a different location was an absolute nightmare where I felt like I was at a circus with all the chaos that was going on. The difference was truly a complete 180.

From the moment I walked in, team member Naseem, was welcoming, friendly, and went above and beyond to make sure I felt taken care of. He made the process smooth and stress-free, which was a huge relief compared to my past experience. David, the Store manager, was equally amazing, extremely attentive, accommodating to all of my requests, and double-checking that everything was done correctly on my account before I left.

The level of professionalism and genuine care they both showed made all the difference. I walked out feeling confident and satisfied, which is something I didn’t think I’d say about an Xfinity store after my last encounter. Big thanks to David and Naseem for completely turning around my perception and showing what excellent customer service looks like! The entire staff at this location is very professional and also makes sure that customers feel welcomed and acknowledged once they walk through the door. They also all get along and you can feel the positive energy amongst the team members.

For anyone considering going to this Xfinity store that’s having second thoughts because of the store review rating, please reconsider because they care and value customer experiences.

Again thank you to the Xfinity team at Bay Street, I appreciate you for making my visit fun while resolving all my...