Xfinity Store by Comcast Branded Partner — Local services in Stonecrest

Horrific Service I only gave one star because zero was not an option. I visited the store on May 10, 2025. at 1:10 pm to get service for my new Xfinity phone. I just transferred from another carrier to get the Xfinity phone, which was from a different company. I originally had a Moto from the other company; I now have a Samsung from Xfinity.

First, when I entered the store, no one spoke nor asked how they could help. I turned around to see all of the workers except Tyrese, whose name I found out later, were chatting among themselves and watching the big screen tv. One female employee with big lashes who was eating a full breakfast on the customer floor near customers finally asked, "How can I help you?" with a nasty attitude. I walked over to her and explained that I was a new customer with a new phone and I needed assistance. I told her that the display light was too dark for me to see the settings button to make the display brighter.

She took the phone without making eye contact with her back to me. Without any explanation, she began swiping the phone. She had the screen lighten up without going over any of the steps despite my telling her I was unfamiliar with the phone and needed assistance with several issues. She returned the phone to me despite my telling her I needed further assistance.

I then told her that I would like to have the font larger. Again, she took the phone out of my hand without looking at me and began swiping. She never explained the steps. I then said I didn't know where the voicemail was and how to access it. She, then, asked the tall guy with glasses the location of the voicemail icon. He said sarcastically with a smirk as he looked at me, "It's an app on the phone!" She reiterated his statement with a smirk and finally showed me where it was. It was very apparent that she was more interested in eating her full breakfast in front of customers than helping me.

I, also, needed to purchase a box for the charger since the phone didn't come with one. She provided NO assistance with this request. I worked over to the accessories section where Tyrese stood alone. I asked if he could assist me. He replied very politely and stated that he could. After he showed me the box for my charger, I asked for assistance with my phone. I needed to finish transferring my messages, apps, photos and other information from my old phone to my new one.

I had visited the store the day before on Friday, May 9th to start the transfer of the data since the Comcast customer service rep was unable to do it. Shanorri was the employee who assisted me. She was very professional, kind, and thorough. Because the store closed at 7, we weren't able to complete the process. That was the reason I returned on Saturday for an employee to help me. Shanorri told me that she wouldn't be back at work until Monday or Tuesday.

On Saturday, I was appalled at the lack of unprofessionalism among the three workers, one was obviously a manager. They were discussing personal issues instead of providing optimal customer service. Tyrese and Shannorri, the day before, were the only two who were professional and were there to assist customers. The other three, especially the one with the big lashes, were there to socialize. I took copious notes because I knew that the manager, who was part of the problem, would not be the person to express my complaint. As a business owner and college professor who has taught business courses and business etiquette, this store was an excellent example of what NOT to do with customers. Per the negative comments, I agree 100%! The owner needs to really decide if he/she desires to provide platinum customer service or have this store be a local hangout for the workers who get paid to socialize.

I do NOT recommend visiting this location for ANYTHING unless Tyrese or Shannorri are there. I called Comcast Customer service to express my complaint and instructed them to contact the store as a result. Again,...

The manager at this location in particular is a liar and fraud. After moving I needed to do a change of service which allows customers to remove the responsibility of the account from them and place that responsibility onto someone else who has agreed to take over services. I called the customer service number to confirm that a change of service was possible and was told yes it was possible. However both parties needed to be present which forced us to go to a Comcast store. The closest store was this location. After a 16 mile drive to this location with my brother, we go inside and ask to do a change of service. The MANAGER immediately responds and says that a change of service is NOT possible because it doesn’t work that way. We could either cancel service, pay the early termination fee, and start over. First lie is that a change of service is not possible. After explaining to the MANAGER that we were trying to avoid paying an early termination fee, the MANAGER informed me that she could waive the early termination fee and she would cancel my service. At this point I have 30 days to return the equipment or be billed for it. I returned the equipment to my local UPS store because it was the best option for me. Almost a month later I started getting harassed by billing about a final bill and early termination fee of $92. I explained to the billing rep that I would pay the last bill but the early termination fee had to be removed because of the promise made by the MANAGER at this location. The billing rep escalated the case to a higher department and by that department I was informed that they would investigate the matter. Almost 2 months go by and I received no word of resolution for this matter and here we are getting debt collection calls for the final bill and early termination fee in October. Second lie is that she would remove the early termination fee and she didn’t. Im not sure about anyone else but collection agents are ruthless and care about nothing other than getting you to pay what you owe. My issue are the lies that were told and the fact that a multi million dollar company pins the blame on me. A PAYING CUSTOMER!!! Im certain nothing will be done about this matter and eventually I’ll pay the early termination fee that was supposed to be removed to avoid damage to my credit. In no way am I suggesting another internet provider is better than Comcast. I’ve never used anyone but Comcast. But if you have to go in a store, please choose a different store other than this one. THE (female)MANAGER OF THIS LOCATION is a CROOK!!! Avoid business here at all...

What you read NEGATIVE about this location BELIEVE IT! ELI BRAXTON over charged my card! Told me the money would go back on my card.His words were if they don’t give you your money back let me know and I will get my manager to handle it. (Almost two weeks later nothing on my card from Xfinity.)Went back in the store to let him know I never received my money. He act like he didn’t know what I was talking about. Gave me the most nastiest attitude when he did talk because he basically acted like I wasn’t standing there. Didn’t even look at me while I was talking to him and explaining what happened. I felt like I was talking to a brick wall. When I got done talking he was silent and kept taking whatever he was taking out of a box. Then his rude @ss gonna say call customer service. I said that’s not what you told me. He then said well my manger not here she’ll be here about 3. Just call my phone or come back at 3. I called at 3:30 he sent me to voicemail and text who is this. And what can I help you with! I told him who I was and what I was calling for and that I came in the store earlier (which I’m sure he remembered) he texted back and said will she’s still not here. And I texted back and said can you please let me know when she gets in because I’ve been waiting weeks for my refund. He didn’t respond. So I called customer service. And they said they have to investigate the issue. Never heard anything back. Now the next issue this guy Eli told me my bill would be 113 here comcast has charged my card 168!!!! I will be going back to TMOBILE. I hate I even left. PEOPLE DONT THESE PEOPLE RUN GAME ON YOU LIKE THEY DID ME. Especially RUDE @ss ELI BRAXTON! He’s cool when he’s getting you to switch companies so he can get that Commission. After that he doesn’t give a F!!!! about anything. Oh and I must say this the day I switched phone companies I got home after being in the store all day and my WiFi wasn’t working. Whatever Eli did to my account that day messed up my service and I had to wait 2 days for Comcast to come out. The guy confirmed it was something done at the Xfinity store!!!! Smh. XFINITY DO SOMETHING ABOUT YOUR RUDE EMPLOYEES BECAUSE YOU GET YOUR MONEY FAITHFULLY...