Xfinity Store by Comcast — Local services in San Mateo

One star (if I could do 0 I would) to the lady working the check in desk or whatever it’s called. Walked in and was told “be right with you” never was got to. It’s my first time here so idk how this store works. In Arizona there’s someone checking people in right at the door not at some desk. Found out I had to put my name on a list as well as many others. African American woman “checked me in” but didn’t because how did 5 other walk in after me get helped after I put me name down? She asked some guy pushing a cart to stop what he was doing to help me. She was talking down to people as if they were toddlers. Half of those people were Spanish or Asian and spoke very little English and she’s belittling them and saying “listen to me I am saying to you” talking slow as if they will still listen. Girl get a new job. You look miserable, and you make the other employees miserable. It all shows on their faces and body language I wish there was another xfinity in my area so I would t have deal with that lady again. She didn’t apologize for not putting my name down. She’s not inviting at all. She’s just there for a paycheck. And does not care about her worth ethnic nor the company she represents. It’s absolutely ridiculous I had to wait almost an hour just to pick up a damn modem. Maybe the manager should’ve helped her colleagues with how busy it was. But she was focused on just being behind that desk...

I had no choice but to come into the store because online and phone services were impossible. I had an account supervisor "change" my plan so I'd be paying less and then was charged 20 dollars more.

Came to the store in a sub par mood and was greeted by a young man with curly blonde hair. He was extremely rude and impatient and was not able to send me the official contract. I asked for the written contract and the things he promised were not listed in my version. He told me he could show me the newer contract terms so I knew but couldn't give me a written version. Turns out the contact you see on your phone when you sign up is differently worded than the ones the reps are seeing. Seems a bit dishonest to me. What he said was not consistent with what an online rep told me 20 minutes earlier and neither was consistent with the written contact. I would give xfinity a 1 star but give this store 2 because at least they were able to get something done. However, I'm seriously consisering switching providers due to the multitude of billing issues and dishonestly I've experienced on the part of Comcast. Buyer beware.

And for store management, teach your employees basic customer service...

I am extremely frustrated with the experience I’ve had with Xfinity customer service. I’ve spent hours being transferred from one agent to another — none of whom could help, and all of whom gave me conflicting information and inconsistent pricing. I’ve had to re-explain my situation over and over with no resolution in sight.

To make matters worse, I’ve been overpaying for over a year due to incorrect advice I was given by an Xfinity agent. I was told my internet issues were due to having a slower-speed plan and was pressured into upgrading. It turns out the real issue was my modem, which needed to be replaced after I moved. Because of this, I’ve paid $10 more per month for a full year unnecessarily. Now, when I try to downgrade and save money, I’m told it would actually cost me $20 more per month — which makes absolutely no sense.

This level of disorganization, misinformation, and lack of accountability is unacceptable. I’m extremely disappointed and am seriously reconsidering whether I want to continue being an...