Xfinity Store by Comcast — Local services in Ross Township

Broke my leg in late January of 2024 no income for 6 months became late/behind (mind you Internet only) come October I'm disconnected somehow Bill is now 360$.... I don't think so,...fast forward to a few days before Christmas I've relearned how to walk and returned to work got my finances right but I'm not paying 360 only way contact this shady predatory company is the app and it wants 360$ last I checked ( all aren't to reach a talk person on the phone have failed)....I message the customer service chat agent and explain my situation but I have 200$ toward the debt can we work something out she proposed the only way I'd start a new account and that it must be done this way because the old account was in charge of or collection. Gives me a new account turned on and logged in with my existing equipment and 0$ down. Cool. Weird but cool, I'm playing call of duty all thru Christmas break then Monday no Internet. Still charged me a FULL MONTH PLAY ANOTHER 300$ for mailed out equipment that I never even new about until maintenance calls me during spring cleaning in July now I've been sitting here typing this small novel and waiting on this circus to return a dusty to open box several months after Comcast loud to me and wasted my time charged me 2 months and a boat load of equipment fees for a confusing trip through the mud of we don't care about our customers and ran my credit trying to get me on their junk cell service after assisting me is was a "soft check" . Stay away from this predatory company and this bozo show circus show I can't even drop off a boc I'm not even supposed to have. I'm not a happy spectrum forever customer no more outages and I talk to real people on the phone, quickly, every time. This place denied my contest and charged account 2x after only 3 day of connectivity due to an error on their part. I never suggested a second account and instead of recognizing this mistake apologizing for eating my time and making it right they said no refund until we get our equipment. Then they promised my card wouldn't be charged again18 days later whammo Xfinity stocks it in dry again. Thank you for reminding me why I am now a happy spectrum fiber optic customer. Still here almost an hour not even able to much this box across the showroom and leave what a horrible place that does horrible business. Then after an hour wait I finally get to speak to a lady who tells me that's all equipment charges and when I tell her that I was promised I would not be charged and when I return this equipment I would be refunded she tells me no that that is going to be applied towards the equipment I told her that is not what I was told and I was promised I would not be charged and Iwas told to come here and return the equipment to get my refund once I suggested that my only other alternative was to take them to small claims she said she is no longer going to speak with me or assist me later found out here name was Lacey Rivera I believe she was very rude inspirational unprofessional and not helpful at all. The older lady manager was at least professional and tried to help but still was not able and lied straight to my face. Also this reply was generic and when I tried to resolve the issue further only yielded more...

We were very disappointed with our experience with Xfinity, not only at the physical store but also our online interactions. We got cell service, new phones, and internet bundled. I will try to explain and provide a balanced review:

To their credit, they were always courteous and striving to have a professional manner. The store seemed well maintained and my kids like to visit b/c of the giant screen and voice activated remote in the waiting area. They had a good process for getting you to a representative, and I never felt like I had to wait longer than expected. They constantly had deals going on getting a phone for free and they did not push you to get extra accessories. The actual cell and internet service is adequate. The technician that came out to install our internet made sure to put the router in a good spot for our home and now we can get internet in every room, an improvement to our AT&T service we had previously.

Now for the problems and why I gave a 1 star review. The technician put the wire on the outside of the house in a very obvious way - it is an eyesore, and there were clearly better ways to thread the wire on the front of the house to be less obvious. That was a small problem.

The manager quoted us one price, then when we came back, the salesperson said it was wrong and gave us a higher one. Come to find out the manager was correct and the salesperson may have just been trying to get more commission from us we suspect. He also clearly pressured us to and from certain phones.

We were told there was a 2 week period where we could return our phones and exchange them if we were unsatisfied. When we came back after 1 week to do this and get the free phone of the week instead, they claimed their system was down and it would be a couple days. A couple days later we came back and were told it would be a couple more days because now they have to get special permission to do our return. Our request for a return had to be sent to an escalation team...this cycle repeated itself for weeks. We were told our request to exchange and get the free phone that was offered at the time of the original return request was denied. We start the process over multiple times. I spoke with an online chat rep who claimed he was getting everything fixed for me, and when nothing happened, I contacted them again they said there was no record of that agreement. They said the only ones who could help were the reps in the store. When I called customer service they said the store reps did not put in any information they needed about my original request for an exchange. This process of emailing, calling, online chats, stopping by the store went on for over a month. We felt like the in person and online reps treated us poorly as customers and did not stand by their word or their policies.

Xfinity came highly recommended by local friends and perhaps they had a better experience than we did. As for us, when our contract is up, we never plan to use Xfinity again and cannot recommend them to anyone. This was a very frustrating process and it's hard to believe that a company would not want to treat their customers better to keep...

If I could give this zero stars, I would. I went in today and decided to get my internet and phone plan with them today. The customer service in store was good and the guy that helped me out was very helpful. It took two hours for me to set just the phone and internet up, which in itself is too long and bad enough, but I still was okay. I even spoke to the customer service line about activating my internet while in the store and was told that everything was good and nothing was left to do or pay. When I got home and started to set it up on the phone with them, they said the service won’t connect. Then they said that I have to pay $70 for them to fix it. I spoke to 4 people before finally speaking to the supervisor. Each time I was on the phone for over an hour or two just waiting. Each one repeated the same thing. I spoke to the supervisor who continued to repeat the same thing as the others saying that the person who lived here before me disconnected with them so now I am responsible for them setting it up and paying for it because it is my problem. She was very rude and had a very bad attitude. At the end I was just tired of being on the phone with them for over 7 hours, and agreed to to have them set it up and pay the fee because they could provide the service they were supposed to. I asked if they could come in the next day in the morning since I have work, and she said the earliest they can do is later on in the week. Then she continued to email me and wanted to check off and confirm what she is saying, only that when I saw it she wanted to charge me $20 more than what was agreed on in store. I explained to her what I signed up for and what I was told since they are the online promotions, but she continued to tell me that I was wrong and that I would receive bad connection and service for the price that I was told for the better plan. Then she said that she will check on it and hung up on me. I assumed she would call back, but she did not.

I can definitely say that xfinity Comcast has the worst customer service I’ve ever dealt with. My family had never had problems like this with them which is why I switched over. But this is horrible down the drain customer service. They don’t know their own promotions or packages and cannot help a customer with what they offer. She wouldn’t even tell me if the technician would come to my home or go to a pole to fix the connection. She was outright rude. Save yourself the trouble and go with someone else. I will definitely be canceling both my services with them. I was really hoping to be able to get my service with them and was happy at the beginning that it was getting done. Then all of this started to happen. Even my phone hasn’t been able to receive messages correctly, even from them, when it is their service. They could not provide me with solutions to this and just kept avoiding it in and trying another way rather than solve it. I really hope everyone would save themselves the trouble and go with...