Xfinity Store by Comcast — Local services in Gurnee

The first experience in many aspects that one encounters is the one that stays with you the most. I came in to the store to return equipment and cancel my account. There was a greeter, very courteous, honest and straight to the point. That’s the reason I give a one star. Unfortunately I ended up waiting due to several people ahead of me and I was not aware that you could make appointments. Finally my turn, I get called in by an employee. I explained to him why I was there. He proceeded with no eye contact or any interaction whatsoever. He just grabbed the unopened box and started opening things up. I handed him the rest of the equipment. Lastly, I had one last question trying to figure out if there was a pending balance on my account since my cycle restarts every19th of the month. He answers, and then I asked him what was the charge for… he started giving me attitude and asked him to tone it down. Explained my perspective and he kept getting defensive and raised his voice then telling me that I was the one raising my voice. All I told him it was a simple question and to tone down the attitude. Even the people sitting down by us waiting saw his behavior He continued with his attitude and just Gave me the receipt. After I ask for a manager he just pointed him out. To resume, spoke to the manager on duty, he listened to the situation and explain my predicament. I understand how customer service works but with attitude like that is one of the main reasons people are waiting and aren’t happy with the service provided. I will avoid this store/location. You’re better off with another service. My apologies for the long review. Hope they do something about it as per the words of...

Run! Customer service is nightmare. Canceling services is a nightmare. I went to this location to set up mobile service which I decided later not to transfer from my provider. The xfinity mobile account was never activated. Yet, my credit card was charged. I called the xfinity mobile customer service - was bounced around the pinball machine - finally landing with a representative in a sweat shop- call center- with the noise in the background. The CSR had a thick accent but acted like he could understand me until I said that I wanted to cancel their service. All of a sudden he couldn’t understand me. Games!

I worked with visa to dispute charges. Xfinity called me to discuss my service - until the representative realized I wasn’t a customer. Yet, the following month another xfinity mobile charge appeared on my account. Again, I have never accessed the xfinity cell network. My service was never activated. Yet, they clearly acknowledged it via phone call and yet my visa is charged. Stop the insanity! Next step, BBB complaint.

Update: xfinity posts a response for ME to start a conversation with them? Are you kidding me? I spent 45 minutes on January 2, 2025 being bounced around your little pinball machine of customer service people and it isn’t resolved. I don’t work for xfinity. Get it straight! Xfinity has my information. I got a voicemail from an xfinity representative on 18 Feb 2025 stating that my 50% off discount was being cancelled. I called the number, clearly someone thick accented stooge answered and wanted my information. I asked for someone else - he hung up on...

I’ve been a customer with Xfinity for over two years, but after my recent experience, I’m seriously considering switching providers.

On Saturday, April 12th, my wife and I went to the Xfinity store on Grand Avenue in Gurnee because we noticed a significant, unexplained increase in our internet bill. We also wanted to explore the possibility of upgrading our phones.

When we arrived, we were greeted politely by a store assistant and asked to sit and wait. That part was fine—but what followed was honestly the worst customer service experience I’ve ever had.

We waited over 15 minutes while several employees stood around chatting, laughing, and showing each other things on their phones. Meanwhile, multiple customers—including us—were just sitting and waiting, clearly being ignored.

When our name was finally called, we were assigned to someone who made it very clear that he had no interest in helping us. He didn’t make eye contact, barely spoke to us, and when I asked about the internet price increase, he dismissively told me to check my emails—without the slightest effort to explain or assist. It felt like the only thing left for him to do was kick us out of the store.

We felt completely disrespected. We didn’t go in to argue or complain—we simply wanted to understand what had changed in our plan, and potentially upgrade our services. Instead, we left upset and shocked by how poorly we were treated.

As a long-time customer, this experience was incredibly disappointing. I expect better from a company like Xfinity, and right now, we are actively considering taking our...