Xfinity Store by Comcast — Local services in Marana

Back on May 17, I switched to Xfinity. Andrew, my salesman, told me they had a promotion for a Free Google Pixel 7. I brought my own phone for line number 1 and decided to go for the Pixel 7 for my son , line 2. I had my partner at the time of the transaction so I do have a witness for the ordeal. On July 6th I got charged $107.57 and I realized I was being charged for the Pixel 7 (not free as promised). I called CS and they told me that it was free only if you ported your old phone number (I was unaware of this, they told me they couldn't do anything about it and transferred me to a manager). The manager was able to process the return for the Pixel 7, they gave me an order number but I never received the return label. Also I realized later that she charged me for another line, since I was supposed to use my son's old phone (Samsung A11) the manager checked the EIN and was supposed to be 5G compatible but it wasn't... I went back to the store on May 7th and decided to purchase the Pixel 6 for my son with the same salesman I was still waiting on the label for the return... Andrew mentioned he was unaware of the porting of the old phone number for the promotion... A week after no label... ( I contacted CS 8 times, and they always assured me I was going to get the label but I never did). They even told me to go to Fedex and print it out there, I went and they told me they couldn't do it.

So I got tired and decided to go back to the store, return the pixel 6 and keep the 7 to make it right as the guys promised for "Free". Other salesman said he was going to give me a credit of $100 towards the mobile and $100 towards my internet service but I'm not sure how that will cover the Pixel 7. I left the previous Pixel 6 with salesman for return and mentioned he was going to give it to the manager in order to make it right. It's been almost a week and I haven't heard back from them....

I'm so frustrated I just want to go to a different provider. Don't...

Zack Ford is amazing! Some of the best customer service I’ve ever received in my life! He got the ball re-rolling again to have my Internet fixed after it had been mistakenly marked as “job done.” He is Xfinity’s saving grace.

Upon entering the Cortero store, I was initially met by a different customer service rep who told me they could not help me. I would have to call the tech line. That was unacceptable and so I decided to seek someone else out there at the store. That is when I found Zack. He brought one of the managers over, Richard, and together they made sure to get a Tech out to my house to restart the process which had originally begun on April 22nd.

As a company I’m less than impressed with how they are handling my Internet outage situation. Their line went down leading to my house, causing me to be without Internet for, I’m told two additional weeks, maybe more bringing the total outage to potentially a month. The online assistant/phone help was almost of no use. It was an endless cycle of digital assistant, being placed on hold, more digital assistant, then finally a very nice actual human, but unfortunately, we had a hard time understanding each other as she had a foreign accent and I to her. I was not offered a hotspot or any kind of compensation when I called or went into the store in person. This is not good business. We need a new internet provider in town to provide some competition to push xfinity out of their...

This is the worst experience received as a customer from any company. My wife and daughter came physically to this office on May 8th to finish the service with them. They were attended by a gentleman called Ricardo London who after taking their info in front of a computer told them that the service was suspended from that moment and that they will receive an email confirmation. For our surprised on May 20th they charged us for the whole month and were intending to charge us again this month. After visiting the store today, surprise, they said that the account was never suspended and was still active. Apparently Mr. London suffers from amnesia since he did not certified our previous gestion. I asked for a manager and a lady called Garlene Morris was not emphatic at all and did not solve anything for the situation. Just gave me a number to text ON IT. The only person that was professional and emphatic on this office is Mr. David A. Garcia who allowed me to take a photo from the pc certifying the suspended account. If you took the time to attend an office physically you hope to get sollutions instantly, not to have a need to text or call automated systems that don't...