Xfinity Store by Comcast Branded Partner — Local services in Lakewood

If I could give zero star I went to this location for my first time yesterday because I thought was closer to where I live now and I was in a total mess I wanted an iPhone 16 pro max for a friend who just arrived ,She had rendered some services for me in my country and I wanted to pay her money she asked me to buy an iPhone 16 pro max, We got to this location one guy Chris accepted they had iPhone 16 pro max when they were out of stock we agreed he processed an phone 16 not pro max and added to my phone line I made the payment we took it in a box and left i didn't check because xinfinty have nevered treated me bad on our way back we even went ahead and bought a case for iPhone 16 pro max when we got home opened it the lady was so mad abandoned me with iPhone 16 I drove back there next day because it was too late the guy was not on service thank God for the young lady she helped to cancelled the whole process and I had to go to fedex and return the phone I got at fedex there was a long waiting line i had to wait and do the return I got to work very late today and my cowork was very upset please never treat a customer like me ok I have my Wi-Fi and my 4 phone lines with xinfinty since 2022 this is the first time Iam being...

It in here and they were absolutely no help. Spoke with Dean who told me I needed to call the billing phone number instead of escalating it to his manager when I was physically there in the store to solve the problem. When insisted on speaking with a manager, they rudely spoke about my husband and I in front of us, as if we weren’t standing 5 feet away. Dean proceeded to say that he had “no idea why we were here or upset” and that we “wanted to sign up for internet.” I had just spent 20 minutes telling him I wanted to confirm my account was cancelled because I was getting a bill still even though we had cancelled and return a cell phone to them… the Manager then walked over to us, texting on his phone, didn’t say hi, and coldly dealt with us and still wouldn’t accept my cell phone return. His exact words were “that if we take your cell phone we can’t guarantee it will end up in the correct place”… WHAT?! 😂 My husband and I ended up going to the Tacoma Mall location because we still had to return the cell phone and we were helped immediately AND even signed up for a new service with them because they completely solved our problems we had with pricing on our previous account. I highly suggest avoiding this store...

I spent hours that spanned multiple day talking to an AI robot that didn’t address or fix my issue. After becoming so frustrated that I was completely done with Xfinity, I decided to return my equipment in person.

When I arrived at the store, I was initially overwhelmed by the number of agents present, and not one acknowledged me at first. Realistically, I was only standing there for about 10 seconds before Sabrina greeted me professionally and politely.

Before speaking with her, I expressed my frustration and apologized in advance if I came across as crass. Sabrina, being the mature professional she is, simply said, “I understand, let’s see what’s going on.” Within five minutes, I was out the door with my equipment working perfectly and customer satisfaction on my face.

In a world run by greedy corporations that rely on AI as a cheap substitute for real human service(s), I was thoroughly impressed with Sabrina as both an agent of Xfinity and a representative of that store.

My issue is with Xfinity as a company, not with the professionalism of the people they employ. I wish more customers experienced the kind of service...