Xfinity Store by Comcast — Local services in Folsom

Extremely Poor Service at Xfinity Store - Folsom

I have been an Xfinity customer for nearly 20 years, primarily because they were the only high-speed internet provider available in Camino. That has changed with Starlink, and after my recent experiences at the Xfinity Store in Folsom, I am seriously questioning why I continue to give this company my business.

I have visited this store three times in the past two months, and each visit has been worse than the last. In December 2024, I attempted to sign up for Xfinity Mobile based on an offer. At the time I was a AT&T customer, but they have also become too expensive. The service at Xfinity Store - Folsom was so unhelpful that I ultimately left without completing the transaction. In early January, I returned to adjust my elderly mother’s account. As she is on a fixed income, I carry her account on my own at a dual address service. She wanted some adjustments so that brought me to Xfinity Store - Folsom once again. I wanted to do this with a in-house employee to apply for Internet Essentials for my mother. Although, I pay for her account, her fixed income is the cause and I think she'd qualify. Unfortunately, I never found my answer. After waiting over two hours, I watched multiple employees—including the manager—sitting at the counter joking around, completely ignoring customers. Frustrated, I left and completed the transaction online.

Still, I gave them one more chance. On January 23, 2024, I returned for something incredibly simple, dropping off an old modem/router from my mother’s service adjustments. Once again, I was pushed aside and made to wait. For 50 minutes, I watched the same scenario play out: employees laughing, joking, and socializing with the manager instead of helping customers. I even recorded the situation on my phone (still AT&T) because it was so ridiculous. While I considered posting the video as a warning to others, I hesitated due to legal concerns about recording non-employees in a private business. In total, I counted approximately 6 employees, 2 of whom were working and the rest were kicking it with the manager lady.

This is completely unacceptable. Customers should not be forced to wait for hours while employees stand around doing nothing. The lack of professionalism and customer service at the Folsom store is staggering. I pay far too much, covering both my own and my mother’s Xfinity accounts, to be treated like an afterthought.

At this point, I am giving Xfinity one last chance. If I experience one more incident like this, I will cancel both my mother’s and my own service. It’s disappointing to see a once-reliable company decline like this, but if the Xfinity Store in Folsom is any indication, they seem eager to accelerate their own downfall through sheer incompetence and indifference toward paying customers.

Update: The "owner" responded with a link to discuss my negative experiences. It's been a week. I decided to have the discussion although, I feel, this will be an exercise in lip service. I have seen how they treat Xfinity customers. Nevertheless, I decided to give it a try. Perhaps, the owner truly is this out of touch with "their" store. The link is...

I wanted to get an Xfinity Mobile account set up and get new phones. When the order was complete they told me they were sending two iPhones to an address on file that is actually a vacant house. This address was somehow tagged as my primary residence. It was a house I was flipping and they never bothered to ask. We cancelled the order and started over. This process took three hours. Then one of the two phones I received via FedEx was wrong, I took it back to the store for an exchange and they had to place another order. I left the phone at the store and the next phone I received was wrong...again. I went back to the store to return it and was told that the phone I wanted was out of stock and if I waited till the new year I would’t be able to take advantage of the current promotion. So I settled for the larger phone, which I am growing to like, by the way, so it wasn’t a bad choice. Now I received an email from XFinity Mobile that the window to return my phone is now passed and that I’m going to be charged $958.33 to the card on file. This is absolute BS as it’s all due to the incompetent employees of the store who was responsible for returning the phone. Now I have to take more time out of my day to go back to the store and to get this resolved. All in I have six hours invested of just time in store, not to include the trip I have to make today or the time it takes to get there. Consumer beware and make sure to get a receipt. On a positive side, Ryan, The assistant store manager, took good care of me the last time I was there. I just think that it’s a bit excessive for me to have to make four trips to the store because of mistakes made either at the store, or at the distribution level. And now my credit card is going to be charged because of their mistakes. I find that completely...

If I could, I would give no stars. Brian Redhair is the worse employee and does not know what he is doing. Also, his manager Carlo did not even try to help us. I never wrote on any websites but this time I had the worst experience in my life that I decided to write on here. I went to an Xfinity store and told them to transfer my address two weeks before the move. The agent, Brian Redhair, did not know anything and even though he kept asking other employees, he ended up making a mistake. When I wanted to activate our modem, they told us the agent, Brian Redhair, disconnected both plans. This was the second time he does this in three years. I've been to Xfinity store two time in my life to transfer the address and he did the both times and messed it up. I can't believe an employee who doesn't know the most basic thing and did not learn after two years is still working there. I have been on phone with Xfinity for at least 5 hours per day for the last two weeks and they still could not be able to fix our plan. Also, after one week an agent was like don't worry I fixed it and I figured she activated the address we had three years ago. I have no idea how she even found that address even though I confirmed the address with her 3 times. None of the agents know how to fix a plan or transfer and they all say different things. Maybe you should do a better training for the employees so customers won't have to be on phone 5 hours everyday and still have problems. I even went to store 3 times and one time the manager, Carlo, did not even tried to do anything or even try to help and he was like it...