Xfinity Store by Comcast — Local services in Glenwood Springs

Zero stars would be more appropriate. Changed account ownership from my partner to me as I moved in with him and wanted to take ownership of the monthy bill. Didn’t change service or anything, should have been simple. Instead, my internet stopped working and Xfinity insisted that I needed a new modem. Seemed nonsensical since the same equipment had previously been working for years. So I came in to pick up a new box and was told to take it home and call customer service to activate it. After over an hour on the phone trying to activate the brand new piece of equipment, was told that the “outside lines” were the problem and a service person could come in 4 days. Asked to join a waitlist and the rep initially says yes, then said she couldn’t add me to it and didn’t know why. Then my app stopped working. Then she offered to connect me to the hotspot, then that didn’t work either. It’s like every time they had some sort of support to offer it actually didn’t work. The woman insisted that someone had to come in person to fix it.

Four hours later another service person called and somehow magically fixed the connectivity issue. 5.5 hours of my time to simply change the name on the account.

The following day my streaming device stopped working. Repeat the shitshow from the last two days. This company sucks. Two thumbs emphatically down.

At the end of another hour long call they tell me I also need to bring my streaming box in to be switched out. What a joke. Common sense is that you tell your customer all equipment needs to be swapped out up front and change both items at once, but make them make two trips. That will be 7 hours this week spent on this nonsense.

Customer service was trying to get me to switch my cell service over to Xfinity before they had even resolved my issue....

After experiencing frustration and considering canceling my contract due to disappointing customer service and automated systems, my visit to the Glenwood location changed my perspective. The entire team, especially Lillian R., displayed remarkable patience and attentiveness. Lillian quickly reassured me about the branch's commitment to quality service, handling my concerns with kindness and efficiency. Her assistance not only resolved my issue but also resulted in an upgraded modem, leaving me a satisfied customer. This positive experience reflects well on the management and the team's exceptional customer service skills. I appreciate the team's tolerance and professionalism in the face of challenges beyond their control. Thank you for making a difference in the customer...

Yesterday while I was waiting at your store, I overheard an employee named Lillian assisting an elderly woman who asked for help activating a new phone she had purchased online. Lillian’s response and tone were extremely unprofessional. She told the woman that she wouldn’t help because she didn’t receive a commission since the phone wasn’t purchased in-store.

I was honestly shocked by the attitude and lack of professionalism shown, especially toward an elderly customer just asking for guidance. This kind of behavior reflects poorly on your customer service and overall brand image.

I hope management addresses this and provides additional training to ensure all staff treat every customer with patience and respect—regardless of where a...