Xfinity Store by Comcast Branded Partner — Local services in Saugus

When I arrived at the store, I expected a straightforward transaction, as I was simply returning Xfinity equipment. I arrived at 5:20 on 10/06/24 However, the situation quickly escalated unnecessarily.

Two managers were chatting in Spanish, they have noticed me, but continued their conversation. I was not in the hurry, so I waited for them to finish.

The manager, who did not introduce himself but whose initials appeared as EHB on the receipt, began asking a series of irrelevant questions about how I planned to continue using the internet without the Xfinity device, even though I had already resolved all related matters with Xfinity’s technical support prior to my visit.

When I politely explained that these questions were irrelevant to my purpose at the store, the manager's demeanor changed abruptly. He became visibly irritated, raised his voice, and made condescending remarks, implying that customers like me often attempt to use their own modems, only to face disconnection later due to incompatibility. He claimed that he was "trying to help," but said that because of my attitude, he would only proceed with returning the equipment as requested, suggesting I read the fine print of Xfinity’s contract.

I asked the manager to do exactly that—process the equipment return. Despite this, he continued to imply that I might face difficulties with my service, mentioning "special transfer fees" and even insinuating that Xfinity could terminate my account due to improper use of my own equipment.

When I asked if his comment was intended as a threat, he quickly changed the subject, accusing me of having an attitude. Which left me confused as in my opinion the while transaction should take mere seconds of scanning the equipment barcode or typing it into the system. Eventually, the transaction was completed, and I received a receipt.

However, the manager continued to warn that I had not followed proper procedures and would lose my internet connection, claiming it was now "too late to fix anything" as I had already returned my device and will face consequence of my improper actions shortly, but he was unwilling to help me further, which make me feel uncomfortable. As my goal was achieved I left without further incident.

Later, I contacted Xfinity tech support, who were extremely helpful. They confirmed that all of the manager’s claims were false and that I had correctly followed the proper steps for transitioning to my own equipment, which is functioning as expected, with all changes accurately reflected on my account.

This was my first in-person visit to an Xfinity store, but after this experience, I will avoid further in-person interactions, especially at this location. I found the manager’s behavior to be disrespectful, imposing, misleading, and highly unprofessional. This experience does not reflect the level of customer service I have come to expect from Xfinity, and I hope that this issue is addressed to prevent similar incidents in the future.

\Edited to add date and time of the...

I went to the store yesterday (06/12) and after waiting in line for more than 20 minutes to return a device (which I did not) observing the attendant "helping" a customer installing his SIM card I was shocked of how bad someone can be working with public. I've seen some bad people but that woman was by far the worse. She is Brazilian, I did not take her name but she was speaking Portuguese with her co worker and she said she is working at that store for about a month so hopefully someone can identify her. She treated that elderly so poorly that I was ashamed. To start she was complaining all the time that his phone was asking for his face ID and she demanded him to give her his password because it was "so annoying" (her words). Someone was calling that customer and she yelled and said "Oh my God this woman keeps calling you" and then she answered the customer's phone and said "He is busy and hung up" and then she laughed and said "I needed to do that because she would not stop calling". After that I noticed she thought she was right doing that, so I questioned her and asked if there was someone else to help the other clients because I was in line for almost 30 min and for her inefficiency at doing her job I knew I would be there for way more than that and then she answered "there is not... so sit and relax or go to a different store". I just wish people like that at least knew how bad they are with people and had the decency of working somewhere they don't have any contact with...

The worst of the worst moments of customer service that I have experienced by a representative named CARLOS him work Sunday sep 22-2025 3:pm who yelled at me in front of other customers and when I asked for respect because I am a customer, he told me that I could go complain to his manager on Monday with a smile and that made me think that possibly his manager must be his friend and my complaint would go nowhere.

As a result of this humiliating and uncomfortable situation, I have decided to transfer my service from my business account and my 6 phones lines and internet to another company where they value and respect customers. I would suggest to anyone not to come to that store, especially on Sundays, which may day off, so as not to ruin your day in front of my family, which is what happened to me this day. I would like to be able to give less stars than one, it is a very uncomfortable and annoying disappointing situation,

The worst thing was that when he saw me upset he started to mention that he had been in the Army and that these situations were resolved differently in the Army, which sounded like a threat. It is a total shame to have experienced this situation on a weekend in front of my family. I will find a way to raise my complaint as loudly as possible.

366A Broadway Saugus, MA 01906 United...