Xfinity Store by Comcast — Local services in Grand Rapids

Absolutely the worst customer service. They meaning (xfinity) make it next to impossible to talk to a customer service representative to try to help resolve a problem with. Using my phone service internet I Tried to have a conversation with them and was told there would be a technician on his way to resolve the issue because they were unable to determine the problem. I was told between 1 and 2 today. No one showed up. I went back on my phones internet service and was told there would be a technician between 5 and 7 again no one showed. Again back to my phones service and they are now telling me they won’t be out until tomorrow between 8 and 10. And if they don’t make it then they will be here Sunday. today being Thursday. Four days later. Because there’s no hurry because you’re just a paying customer. Four days to get a problem resolved.The internet has been down for almost 24 hours and we keep getting the run around. It’s obvious they don’t care if your service is working or not. I also noticed I’m not the only one having problems with customer service at xfinity there reviews leave a lot to be desired. I also have noticed they have no problem making sure they get there payment every month on time never a couple of day’s later than the due date. but when it come to customer service it’s when they feel it’s convenient for them because the customer comes last. It’s obvious they already have your money so there’s no rush to help a customer with a service request because they think you’re lazy and won’t shop around for better service. They meaning (xfinity)really need to think this one thoroughly I will not let a company treat me like this and I would hope you wouldn’t let them either. So if you’re reading this review hopefully it will help you make the best decision for you. (Update to there response look at photo.) the link they sent me is no longer in service. If you had any thoughts they might try to do something to improve customer service this should make it very clear...

Recently moved into a new house that has internet service through Xfinity. I spent a great deal of time online browsing the different deals that they had and ended up deciding that the $50/month for 24 months that included up to 400mbps would be the best fit. I tried setting up my service online and spoke to many of the chat agents but I was basically running in circles. Some agents told me that my house wasn't serviceable, others said it was but they needed to send a technician out, and just about every agent I talked to told me something different. After being unable to find a phone number to actually talk to someone, one agent recommend going into a store to complete my setup. I wanted to avoid having to go this route but with how much stress the online process caused me, I just wanted to get this done and over with. Shouldn't be that hard to get an internet service, right? I ended up going to the Xfinity store on Beltline Ave and I cannot fully express how wonderful the experience was. The second that we walked in the door, an Xfinity team member, Donte, greeted us and after explaining the issues that I was having they immediately took me over to one of their service desks. I knew exactly what I wanted and when I mentioned that to Donte they came through with everything that we needed. They didn't try to push me into another deal or pay more than expected which I appreciated. Donte was incredibly helpful, friendly, and charismatic. The entire transaction took 15 minutes which was a BLESSING after spending hours online talking to chat agents. The entire experience was wonderful! I was able to come right home and set up my internet service within 20 minutes! The package that I got also include the Xfinity Flex which only took a few minutes to set up! Overall, it was a wonderful experience setting things up in the store! We cannot get over how helpful Donte, they made things so simple for us. Never again will I do the online chat, I'd rather go...

⭐️⭐️⭐️⭐️⭐️ Donte is the only reason this is a five-star review.

If this were a review of Xfinity as a company—or of the Grandville location in particular—this would have been a one-star experience. I was failed at every turn. My attempt to start new service online for a second residence was unsuccessful for no explained reason. This forced me to waste both time and money visiting the Grandville store not once, but twice.

Edit to add: The first visit to Grandville to take care of the unsuccessful attempt to start new online. Fiji did a great job of creating huge mess in my account while dancing and playing around the store. I thought he had taken care of starting the service at my new location…. Until I started receiving notifications to turn in equipment that I didn’t have.

On my second visit to Grandville, I was told outright by staff that they “wouldn’t touch this mess with a 10-foot pole.” Mike and the so-called “person in charge” (I hesitate to call her a manager since she was glued to her Facebook the entire time) admitted there was a major problem but made it clear they weren’t going to resolve it. Instead, I was told they would “straighten everything out” and I’d receive an email confirmation. That email never came. Instead, I continued receiving frustrating notifications demanding I return equipment I didn’t even have.

So, on my THIRD attempt, I visited the E. Beltline location. That’s where Donte turned the entire nightmare around. He carefully reviewed my account, immediately acknowledged the mess, and took action. He removed the improper charges, fixed the errors, and explained everything clearly. His professionalism, knowledge, and care were the only bright spot in what had been a completely avoidable fiasco.

Donte deserves five stars. Xfinity—and particularly the Grandville...