Xfinity Store by Comcast Branded Partner — Local services in Issaquah

First let me say there is an employee Kristen who deserves five stars for helping me fix a mess crested by a young male employee (Grant I believe) from the day before. I went to this location just to pick up a modem for services already ordered and active. The young man instead created an entire new account telling me that was what I had to sign for when I seemed confused. Then he gave me an old pre registered modem so when I tried to connect it I had an hour or more on the phone with tech support. I then got smother bill for the new account he created and managers at Xfinity said what he did was ridiculous and wasted more time on the phone trying to undo it. I then had to return to the store to set up the original account with another new modem and work with billing to erase what he set up. Account manager I spoke with at Xfinity corporate said the young man knew what he was doing and was trying to get another sale and should not be working there. So either he is incompetent or shady. Whatever it was it created hours of work for me and phone support and Kristen who had to fix it and did a great job. Management there needs to straighten out employees who don’t know what they are doing or misleading a customer who was only there to pick Up equipment not to start a whole new account which I never asked for. Even worse. Now in September 2025 I took my iPhone 14 Plus to activate and they wrongly told be the unlocked phone was not compatible. Totally wrong info that caused me to erase the phone thinking I had to return it. These are either incompetent or very badly informed staff....

Security and Data Breach at Xfinity Store in Issaquah Highlands

I went into the Xfinity store to have my number ported to a new cell phone, and I was instructed to put my phone down and not to touch it. Kristen, the employee assisting me, placed her cell phone next to mine and made a call using her EarPods. When I asked her to put the representative on speaker so I could hear the discussion about my account, she said "NO". This raised my suspicions, and I asked her to hang up, stating that I no longer wished to proceed. She became upset and told me, "You can't leave now, he is almost done."

As soon as she hung up the phone with whoever she was speaking to — who I highly doubt was a representative — my Gmail account was logged out, which immediately concerned me.

I asked to speak with the manager. Kristen left, went to the back, when she returned from the back she told me that the manager was not available that he was on a very important phone call and that's when I told her Ok I would wait. Over the next hour, I asked multiple representatives to contact the manager, Austin, but he never came out. during this time she kept telling me ma'am he's not available, he's not available. This was extremely disappointing and raised further concerns. At this point, I am worried that the manager, Austin, may be involved somehow.

I'm not entirely sure what is going on, but I believe something seriously wrong is happening...

New service took two hours to setup. Couldn't get the text authorization to work so we had to use other means. Couldn't schedule my service setup so I had to call in to the main number to setup. Was told I wouldn't be charged until the service appointment when in fact I was charged that very day.

The person used my middle name on my account, when I told them that was incorrect they never corrected it. Most underhanded was told I HAD to agree to Xfinity mobile to receive a promotional discount on internet services even though I didn't need it. It was "free" and came with all internet service bundles but come to find out I was about to get hit with a $80 fee for the mobile service.

Thankfully, while scheduling my internet home setup appointment a lovely lady on the Xifinity customer service told me I was about to get hit with a Mobile setup fee and monthly rate. She promptly transferred me to the Mobile department, where they apologized profusely and disconnected the mobile service as it would have no impact on my monthly internet cost. She said the store has a monthly quote on mobile and it was deceitful regarding their practice. Avoid this store...