Xfinity Store by Comcast — Local services in Peachtree Corners

Whew! What a horrible and interesting first impression. I was appalled at the lack of: professionalism, courtesy, couth, discipline, conflict resolution, manners, dignity, maturity, etcetera. There was no sense of urgency, and the store associates need better training on how to work their que efficiently. Both spent SO MUCH TIME – the woman employee was flirting with the guy, wasting time, and the guy employee was flirting with a girl, also wasting time -while real customers waiting to pick up or return WATCHED these inexperienced people “work”.

So., I enter the store and it’s ~ 15 people a little after 4:00 p.m. . Of this group of people, it was approximately 6-9 actual accounts needing to be serviced. I immediately assessed the atmosphere in the room. Most of them had been waiting extensively based on their own words for over an hour and were anxious to be serviced.

There were three Agents representing Xfinity: Two store reps(Person A presumably identifies as a woman, and person B presumably identifies as a man) I presume security identifies as a man as well. Both security and person A were of lighter complexion and most likely Latin decent. Person B was of a darker complexion and most likely Black. Person B goes and checks everyone in, asking what they are in for. Meanwhile there is a group of 4, two small children and two adult females (albeit one may identify as a man). They were loud & obtuse; I heard all their business and it sounded like they had no clue or business being in there wasting everyone’s time.

Two customers left minutes after I arrived due to the long wait. Person B had apparently been assisting the obnoxious couple up front with the small children for over an hour at that point per scuttlebutt overheard in the room. Once Person B checked us in, they knew why we were there. It took them 3 minutes or less to process or pick-ups and returns. You obviously know the group you are trying to make a commission or sale (or flirt with her) was going to take up time and you have a group of smaller transactions waiting and they don’t know what they want – TAKE CARE OF YOUR customers from a logistics perspective, why are you keeping us waiting for 42 minutes – when you know how QUICK our transactions are and THAT couple keeps repeating themselves asking dumb questions, talking on speaker, kids running around, spent no $, in all that time, Person B sat up front yapping away repeating themselves, I mean I know that ladies balance, her kids name, why she in debt, her trade in value, how much she own on her apple watch, the stunt they were trying to pull etcetera…only for her to NOT SPEND NO $ - and LEAVE 39 minutes later…Person B had to stop and ask did they have their card as they were leaving! SMH so you wasted ~ 27 min(plus whatever time they had before I got there over an hour) doing NOTHING with a couple who lacks business etiquette – she could have still been yapping while YOU got the other customers OUT OF THE DOOR!

One customer(presumably a woman) and I had dialogue and she and another presumable woman stated they were going to complain on Person B. Person B was argumentative, used curse words, walked up/pass the older woman/towards her, when she stated she was filing a complaint he says “do you want my card” – faux pas. I get they are young – why does this generation lack education, maturity, conflict resolution, and basic de-escalation skills? I only have but so many characters, but Person B also needs a lesson in communication. Everyone is not your “bro” that is so ghetto and unbecoming. Is this a place of business or what! My first thoughts were hey they are young, they need training, and he handled the que wrong from a managerial perspective. However, how he cursed at the woman, told her to be quiet and to stop talking, being dismissive and combative saying “did she (person A) help you? Ok so what the expletive are you complaining...

Reason : not at all trustworthy because of no transparency

My experience: I was informed that if I transfer my two AT&T connections to Xfinity I will be charged only $20 per month for both connections. Having this confirmation multiple times, I have started payoff process at AT&T which is process as I am in a group and got couple of misguidance on this as well from Xfinity support team from store. Also, It sounded like I will be handed over with a VISA card with whatever the pay off amount.

I spent around 3 hrs in store and completed the transfer process. I was restless until I analyze my account because in the back of my brain I felt that something is not fairly communicated from store support person. One I return home I have started analyzing bill by logging into account. Below is the information that was hidden in all of my Xfinity store visits . $20 per month bill for both connections . This is not true even after promotional offer ($30 I see now ) Biggest blender is that I was never informed about $20 or $30 is a promotional offer which is valid for 12 months only, it sounded like everytime it is $20 only the charges along with taxes . There is a $25 activation fee on both the connections, this was never informed to me. It sounded like pay off amount at previous provider will be given to me as VISA card in store itself. After all the process completion I was informed to claim it in the website. This is another big deviation in the way it gets communicated to customer.

I have revisited the store and tried to speak to the support person. I did not get any answers apart from couple of misleading arguments and finally the finisher's line "what do you want to do now ? Do you want to cancel the connections and go back to previous provider" . I was like OMG 🤔😇🥲.

Got clarifications that I can have and head back home with all the amazing and pathetic experience. I wish no one should face this kind of no transparency situations , this causes lot of questions and restlessness in a human brain.

My humble request, please do train your team to be transparent and let consumer decide on what needed rather fall for polished presentations.

My belief was that a country level and one of topmost reputed organization XFINITY would not encourage this way of customer communication from their staff who stand in stores. This belief made me to move forward blindly, a great learning experience for me . Thank...

Jamila jaafari was very rude, when I approached her she did not greet me. Nor have a welcoming demeanor. I told her what i was here for and gave her my mothers information she looked it up, then asked me if i was her i said no its my mother but my mother told me I am on the list to pick it up. This woman tells me immediately im not on the list to pick it up. Im like Okay how would u know??? You haven’t asked me my name or who I am let alone who this woman is to me. So then when my mom finally did add me i kept getting a error message and my mom told me to just ask for the manager at this point as i was about to “jamilia goes “oh I see it” after i have walked away SO.. i told her so all this time im standing here you did not think to say anything to me?????? she tells me “u didnt ask me” WHY SHOULD I ASK YOU WHEN UR HELPING ME??? I CANT SEE THE COMPUTER So why am i asking u when you work here and ur helping me?? maAm i can not read Your mind????? Then she proceeds to add more gas to the fire by matching my energy and trying to go toe to toe with smart comments and condescending tones as if she doesnt care about her role here at xfinity. she had a poor attitude the entire time and did nothing to resolve my negative experience here except seal the fact that i will NEVER return to this store to ever do business here again! The manager NICOLE peyrefitte ALSO did nothing to resolve the situation as a manager I also feel like she let her employee take the heat of the situation and she instead WATCHED and let her team members SINK she did nothing to help the situation point blank period. Also when i asked for the DISTRICT manager information she out her mouth REFUSED TO GIVE IT TO ME first she lied and said she didn’t know it and then i told her be realistic i know how customer service/ hospitality works babe.. when u do orientation u find out and are informed of ALL HIGHER UPS information stop lying to me.. so i asked her if she was refusing to give it to me or she did not know it??? She said “I'm not giving it to you”… horrible horrible leadership skills and...