Xfinity Store by Comcast — Local services in Sunnyvale

Comcast retail apparently thinks that it is okay to make people wait for 1/2 hour - 1 hour to change out equipment that we pay anywhere from $2-$10 a month for. These are not complex problems. You swap it out. When I asked to a manager, ERIC told me that he was sorta the manager. And then I told him I was disgusted that out of 9 stations, 2 were servicing people and he and his co-worker were laughing and talking in the front desk. He said he just got to work and that he had things to do before helping people. 7 people walked into the store after me. It was a sudden entrance of people. I was #5. You do the math. Each person takes 10 minutes or so. Worse than the DMV. IN fact, I rather go to the DMV. Here is some suggestions...typical queuing theory (many lines versus one line).

Track what issues you have and how long each case takes. If there is an obvious issue that goes quick like simply swapping out equipment, then create a separate line or even a window where all the equipment is available right there, on shelves ready to go. Have people queue up in that line to get just new equipment. To decide the issue, ask questions upon the customer entering. You already have the desk and a nifty tool to enter the name of the customer. This seems to happen but inconsistently. Make sure there is more than two employees working. You charge a lot, a lot of money for your service, you can hire people. Your retail stores are large and you have 9, count them 9 stations in your Sunnyvale store. The incremental cost of hiring an employee is at this point, just the employee. It is not as if you need a bigger store. No laughing, no ignoring customers, no talking. This is serious. People have things to do, places to be. Please don't insult us by talking and not taking the job seriously (ERIC) Study your stream of customers, understand peak and non-peak hours. Make sure you are staffed for it correctly. I want to see a employees calling for help when they see the line gets too long. Even Safeway or Trader Joe's does that. Please visit the stores to see how this works. Cross train your employees so they can do multiple jobs so in the case of a burst of customers, someone can bring the line down. In other words, Trader Joe's got this one down big time. Anyone at their stores can ring up someone. I will hand you that your system is more complicated than a grocery store but hire smarter people.

It really feels as Comcast does not understand customer service 101. You have a good service, you have apparently now good service call times with a small window. Get the retail up to par.

You have a monopoly in our area. All other service is subpar compared to yours. I will admit that. Laying down wires is not a cheap process so not too many new comers in this industry. But I promise, the minute there is a new comer to our neighborhood with pretty good service, I will say good-bye to Comcast. You do not have a loyal customer here. Just one that needs your service. Go Elon Musk. Please start your next big adventure. Google works too. Is Comcast brave enough to...

Extremely Disrespectful Customer Service – Treated Poorly Twice at Sunnyvale Xfinity Store

I usually don’t write reviews, but after two deeply frustrating and disrespectful experiences at the Sunnyvale Xfinity store and with online support, I felt I had to share — especially because I believe race and language ability may have played a role in how I was treated.

I’m an Asian customer, and while my English may not be perfect, it’s good enough to clearly explain my needs. Unfortunately, both times I visited the Sunnyvale store, I felt dismissed, interrupted, and outright disrespected.

Experience #1 – Phone Upgrade & Carrier Change (Early 2025)

I went to ask about switching from AT&T to Xfinity Mobile and upgrading my phone. From the start, the store rep showed no interest in helping me. She constantly interrupted me, refused to explain promotions clearly, and even asked my friend (who was quietly standing with me) to "give us space" in a rude, angry tone.

When I pointed out the interruptions, she became defensive, and even the manager who was called over did nothing to resolve the situation, only defending the employee. I left the store feeling humiliated and unwelcome, and decided to stay with AT&T at that time.

Experience #2 – WiFi Coverage Issue (Mid-2025)

After moving to a new home with Xfinity as the only option, I had to sign up for their internet service. I pay for 1 Gbps, but their latest router can’t even cover my 800 sq ft 1-bedroom apartment.

I tried to get help:

Online support was a nightmare. The AI bot kept restarting my modem (even though I had no connectivity issues), and I had to repeat my issue to 4 different agents. One agent restarted my modem without asking, disconnecting me mid-chat. This went on for nearly an hour, and I missed an important meeting because of it.

So I visited the Sunnyvale store again — and once again, I was met with poor service. I explained my issue (needing a longer coax cable or extender), and the manager suggested replacing the modem, even though I clearly explained it was a coverage issue, not a connection issue.

She told me I’d have to:

Pay $100 for a technician visit, or

Buy a $120 WiFi extender.

Then she just walked away mid-conversation and started helping someone else — leaving me standing there, confused and ignored. I had to ask her directly if our conversation was over. She coldly responded that there was nothing else she could do.

Conclusion

I left feeling angry, disrespected, and possibly discriminated against — not once, but twice. It’s incredibly disappointing to be treated this way, especially when I made every effort to be polite and clear.

If I had any other option for internet, I would never use Xfinity again — and I strongly advise against visiting the Sunnyvale store. To be fair, the Mountain View Xfinity store was much more professional and respectful...

When moving to a different residence I returned my router and cancelled my service, but they kept charging me each month. I called customer service in order to to cancel the payments and get a refund, and navigated the maze of phone options, to speak with a real human. The customer service employee told me that my payments would be stopped and that I would be refunded. I believed them and hung up, and the next month they kept billing me. They never stopped the payments or processed any refund. I called again many more times, wasting many hours, and the same thing happened many times, with each foreign phone customer service employee lying to me and then not cancelling the service, so the company can illegally extract more money while providing no service. They also doubled the price of the same internet service plan that I was not getting anymore from what was originally used, and didn't cancel. I eventually went to the Xfinity store in person, where a sales rep truly did cancel the service, but did not give any refund, and told me to call the customer service (who are liars and scammers) for the refund. This cost me around $2,000 in their scams. On a separate occasion at a different apartment, I received a promotional call offering service for about $35 for the first month. I paid the $35, used the promotion for around 20 days, then cancelled and returned the equipment. I also deleted my payment card information so Xfinity could not charge me more. The customer service rep told me that if I cancelled before the promotion ended, I would not pay any more. Of course, this was a lie. Xfinity tried charging me more after the month ended, with more fees that they said they wouldn't charge, but I had deleted my credit card info from my account. So Xfinity contracted a debt collection agency to send me spam mail telling me I owe Xfinity more money that the sales rep said I wouldn't owe. The only way to stop the payments is to delete your payment info online or cancel the card with the bank, after which Xfinity will send the debt collection agency after you. This company is a HUGE SCAM! Do not trust ANYTHING their employees (or their plan rates or their promotional offers) say because their performance is measured by how many products they sell, and money they make, and are unaccountable for lying and scamming. It's actually amazing that Xfinity (owned by Comcast) is allowed to operate legally. Their own website 's customer service forum is filled with reports of these scams. Just pick a different internet provider, even if the rates appear higher than Xfinity's. DO NOT trust Xfinity (owned by Comcast) with your payment info. Even if you have to buy more expensive internet from an honest company, it is still cheaper than Xfinity's scams! HOW IS THIS SCAM...