Xfinity Store by Comcast Branded Partner — Local services in Galveston

I came to visit on 8-4-25. When I walked in there were three people seated on the left and two people seated on the couchie thing. Two women were at the service booth on the right side w/ a man servicing them, and one or two people being serviced by another man on the left side booth. After I walked in walked near the phone another customer informed me that the line was behind her. Unfortunately, she did not realize that she was the chair nearest the wall with maybe 4 inches from the wall. Last time I tried to sit in mid-air on a virtual 3 inch chair it did not work) I stood near the new phones. Four more people came in behind me. At that point a Xfinity female rep came to get people's phone numbers and why they came in. Maybe this was their new system, but she took the names out of order and talk about people cutting line there would have been 5 people doing that if we had gone by the order she had in the tablet/Ipad. Your store needs to get one of those non-electric ticket holders- customers pull out a number, when their number is called that is their turn. No bluetooth/no wifi, no battery- just good old numbers that would have been the correct number-order.

This is my second time in this store to pay my bill. Some cell phone companies have a machine that accept payment- that would be a worthwhile thing for you all if you all do not have a qualified person.

I read your reviews and it appears that you all are off and on. Maybe look at the workers- good day followed by a bad day- means something. Maybe more training is needed for rep. servicing the people. Also, the man servicing the two ladies told them quite loudly, " I cannot stand here and wait on hold ...waiting for a Xfinity person on the phone for additional assistance while other customers need help." I can understand why those ladies were not taking that very well. If you waited on them....that would include the phone call you made to the main office or wherever Xfinity additional help is. Don't abandon them because you see many others waiting. If I had been them I would have quit Xfinity on the spot for very poor customer service. You , sir, need to learn better customer service.

There are two parts to a good company- services and product. I am the type of customer that depends on both ends. While I have gone to a company for their low prices and I have also left for their lack of good customer service- slow, inability to help, does not listen to the customer. etc. Today you all failed w/customer service for eveyone that was in at that time. Wait time was too long, order in which customer were serviced most likely was incorrect, time with one customer -longer than usual.

In addition, after a person finishes a promotional and decided maybe I want to hang around you all do not provide address where payment should be sent. Your promotional required that the payment be made on a CC. Well, I did that only so I could get a new phone and your service; however, I do not pay my bills wil a CC. Not too sure I would pay at a...

Worst customer service I’ve experienced in years! While I understand the line and wait can be long especially on Black Friday, there was zero concern to customers waiting (most of us for well over an hour). There were three people working and one who showed up third (and clearly not on time for his shift), saw the long line but prioritized turning on the TV and finding his favorite music station first; then, instead of focusing on the customers waiting and getting them helped, priority was checking all the people piling in the back of the line with his iPad (at other stores there’s an option for customers to do this themselves). Good customer service would inform people of their estimated wait time, be courteous, and let them know there were drinks and snacks in the other side of the store to accommodate wait time. I thought he was new and just didn’t know how to do the main responsibilities and after waiting about 70 minutes and my name was called, I went up to the woman working. Instead of letting her take my information and start the process, he interrupted us and kept telling me they don’t have the replacement for the cable box I had…he didn’t even know the full reason I was there and I kept asking what that meant and he just repeated himself and when I asked if we could log into my account first, he rudely said, “just listen to me” and went on to mansplain that he is the manager and that they don’t have any more bulk account cable boxes. Honestly, I did not need to be mansplained when he cannot efficiently manage his store and was making the whole process longer and frustrating by wasting time and interrupted the staff who were just doing their jobs…not to mention zero apology to customers for the insanely long wait when there were only 5 people ahead of me when I arrived. Some people were there just to pay their bill…Xfinity, can you not create a self service kiosk for this process? I wish I knew this “manger’s” name…it was Black Friday. After getting the new equipment needed for the internet service, I was told that they have to mail the cable box to me since there were none left…and then because the store was out of stock, I was responsible to pay to have it shipped….seriously? I was so exhausted and frustrated I just paid it because I could not wait to get out of that store. The woman who assisted me was fine but she did look miserable and unhappy…I...

Tim "THE boss" as he introduced himself needs a serious attitude adjustment. Stacie was above and beyond great. Tim simply walks up, grabs my id from Stacie and proceeds to type away at a computer. I asked who he was and what is he doing with my ID. "I'm THE boss" was his response. No name, no handshake, nothing. A few minutes later Stacie was having me fill out my email on her terminal. I stepped back and was helping her answer questions. Enter Tim: "This screen is for employees ONLY" And bulky blocks the screen, practically shoving me out of the way. Stacie, you need his job and he needs to be taken down a corporate peg or two. Sorry about the whopping commission you were going to make on gig internet, tv, two new phones, and two new unlimited lines but I'm walking on the sale due to Tim's attitude alone. Thumbs down on top...