My first experience with the Factoria Xfinity store was very positive. The doors opened promptly at 10 a.m. and I was assigned immediately to a Customer Care rep. Michael listened and quickly understood the reason for my visit.Michaels attitude, professionalism and knowledge were exemplary in every respect. Most importantly, his patience was especially appreciated by this senior.Five stars across the board.

We were so angry with our new phone we brought it back for a refund. But we ran into Jesse and he took an hour, we switched phones, and then he taught us how to use it. He was competent and caring, such a lovely combination.

Worthless. If you want to pick up some equipment the guy can go and get it for you past that they offer no help. Only have 6 ft coaxial cables, just very lazy store. Maybe thats just Xfinity

THEY WILL STEAL YOUR MONEY!!! This company lied to me, I asked for an internet only package, they told me that it would be $90 a month. After 2 years I found out they have been actually charging me for cable as well!Not only that, they also even increased my bill from $90 to $120, without any notification! I called to get it removed, and each time they reluctantly agree to at least drop the price back down to $90. THEY NEVER DO!!. This week will be my 5th call, talking to a total of about 8 people. Do not trust them. They will lie to you boldly.

Went into the Factoria location and Brandon was extremely knowledgeable, helpful, and compassionate. Well done on excellent service!

Fast, friendly, and very efficient service! Have heard horror stories with Xfinity but the team here has customer service down to a highly refined art.

Very friendly staff, efficient, and takes public health and safety seriously! Mike was a great help, I was in and out within 10 minutes with the Modem I had purchased online.

Stopped in on a Sunday morning to swap out a bad cable box. Walked in and out in under 4 minutes. Everyone was friendly and welcoming with good social distancing measures in place. Shane at the rear customer service counter was super helpful and nice. This location is great.

Have been in this location three times in the past 10 weeks. Make an appointment online and it is respected. Youll be helped on-time or earlier even if walk in appointments are waiting. Staff is courteous, friendly and helpful. Some are more knowledgeable than others, but the actions during my last visit encouraged me that is something the store would like to address.

Expect long wait times. Note that you can make an appointment ahead of time online which will help you jump to the front of the que when you arrive.

Wow, I cant say enough about Jeff Hoffman at the Factoria Xfinity. As I waited for my turn to be helped, I watched how this one employee had such a great friendly attitude while dealing with a customer, and while he was still smiling as they turned their back to leave, I hoped that would be the person who would call my name for next up. It was, and I cant say enough about his attitude, his professionalism, and his genuine desire to help me with why I was there. He was quick and proficient, and answered all my questions with such a pleasant attitude, as if he loved his job.Bravo, Xfinity, for hiring such an exemplary young man. Way to go.

I recommend making an appointment because the wait can be horrendous. I made an appointment and still had to wait 5 minutes over the time it was set, but that is better than walking in and having to wait over an hour or more.

Easy experience, no one attempted to upsell me or talk me into something I dont want. I was able to get service for the task I wanted accomplished and I was on my way

I went in to swap out a wifi pod. Very nice people, but they have arcane Comcast processes they have to work with so it takes forever to get stuff done. The store was pretty empty but it took me 20 minutes before someone helped me and then another 30 minutes for them to get to the end of the process of not really helping me. In the end they told me they couldnt help me and I had to wait for an exchange by mail. The store manager also told me that she would follow up with me and she never did.

Excellent service! Highly recommend visiting

I know that typically no one really *likes* their cable/internet provider, but Ive always had fantastic customer service experience and service from Comcast. This particular store is very clean, user friendly, with staff that are very helpful and patient. I was in and out in under 15 minutes with all of my new equipment which was easy to set up and my service is perfect.

I don’t feel I’m welcomed here

Just needed to pick up my new modem that I arranged over the phone. I was told it would be a half hour wait, its been 40 minutes and no one has said anything to me. This is ridiculous for what should be a 1 minute, drop off, pick up.

Its your typical Xfinity store, which means friendly people, theyre extremely careful about Corona virus guidelines, which I extremely appreciate. The downside to that is it can lead to lengthy wait times to get in, but thats the world we live in right now. The store itself is great, and very clean. And for the kind of money that they charge us for even the most basic of services, it dang well better be!

Xfinity call in customer service needs work, but the people in this store are great and really helpful.

Very friendly people Brandon was very nice and helpful guy .Thank you!

Honestly after years of disgust about the ethics and business practices and costs of Comcast/Xfinity, I have to say, I had an excellent customer service experience at this Xfinity store.Jakob helped me with everything I needed quickly & efficiently. I was surprised by his candid, friendly resourcefulness and surprised by the results of his help. Almost entirely makes up for the experience I had calling the now outsourced/overseas customer service at Comcast.For probably the first time in my years and years with Comcast I’m left with a feeling of gratitude and appreciation for the quality and speed of service I got at this store.When my current contract expires I will skip calling Comcast and the associated language barrier and go directly here to speak with someone who actually seemed to care.Thanks Jakob.

This is the 2nd time I’m coming here to deal with my accounts with Xfinity and once again I’m taken care of with respect and desire to keep me as their customer. The service set up is pretty good: come in, tell them your name and they call you when one of the representatives is ready for you. Once with one they listen carefully and try to find the best solution. This time Pamela W. helped me and was very pleasant to deal with, explained all the necessary steps and set up an appt. So far I’m very pleased with my trips to this location. Keep up the good work.

Always great service. The staff at this store are very helpful and on their game

I have always had a great experience when I go to that store. Friendly, professional people who understand customer service.

All in TV intranet phone and cellphone evertingOn the same storeSame bill same company

Probably The worst customer service I’ve ever had in my entire life!The greeter at the door was extremely rude!

Mike was very knowledgeable and helpful. He provided a pleasant shopping experience.

Wasted my time. Not happy. Misinformation when called caused this problem.

Very rude staff. Does not follow CDC guidelines regarding masks.

Customer service rep on the phone didnt know what he was talking about. Rep at the store was better.

We have to go there a lot for are tv box they break esaly

Was in here earlier today getting internet set up at a new construction home. The staff here were super helpful and professional! The girl greeting the customers was nice and the guy who helped me in the back was very helpful, professional, and gave off the vibe of someone who knows what they are doing. Thanks guys!

Very safe during covid. Could see lots of cleaning happening between customers and they text you to come in while you wait in line.

Terrible customer service. Unappreciative of loyal customers. 20 year customer and tired of the pricing “promotion” period game. Comcast/Xfinity just prey upon you forgetting when your “promotion” rate is over and will take advantage of you. Not a good business practice or tactic, can only get away with it for so long. They truly do not care about the customer even though when they answer the phone they say “thank you for being a customer for 20 years.” That is called lip service. Never again! Even when I went to the Factoria store they chose to do nothing to retain my business. Also Josh could care less that I was cancelling and made no attempt to retain my business even when I verbally gave him the opportunity.

On a fri night, there was plenty of people. However, they got me in within 15 minutes and took care of me.

The staff at the Xfinity Store by Comcast store in Factoria are do friendly & helpful. I love my new phone service through Xfinity, great coverage & monthly pricing. #localguides

They were busy, but never inattentive. Everyone went out of their way to help me and took the time to explain the technology to me (I am technology illiterate). Thank you Factoria Xfinity!

My level of satisfaction was very very unexpected!! The xfinity rep Josh was absolutely professional, patient, knowledgeable, and patient beyond any other experience I’ve had with any other xfinity rep whether it was over the phone or in person and I am very happy I drove as far as I did!! Josh is one of a kind when it comes to customer service!! You don’t get this level of someone showing they actually care about their customers often if at all these days!! Thank you josh!! Look forward to working with you in the future!!

Stood outside waited in line with many others. Then they askU why your there then point U to the appropriate LINE to wait. Most people never entered employees came out w/ their equipment or defective trades. Felt like I was inconviencing their private indoor employee party. Many workers but only 4 working! Took half hour to replace a non working voice remote. Id wait for USPS vs going back.

Nice staff.

Very helpful team!!

Love this store the employees are Gold ☺️

My experience with the staff here was great. I made an appointment for 12:30pm last Friday (09/25) to collect my internet startup kit and found the service to be excellent. There was a line outside, but the staff member assessing customer needs there was well-organized and I was able to attend my appointment promptly (a bit early, actually) and the front desk staff quickly and cheerfully retrieved my package, provided some tips for startup and answered a few additional questions I had. The two staff members I interacted with in the line outside and at the front desk both provided excellent customer service.

Long wait time, but when I got in the staff was helpful and took care of my issue.

I got an appointment ahead of time to lower my bill. I got in and out in about 30 minutes with new equipment and a cheaper monthly by about $75.

Brandon was awesome! Got us exactly what we needed!

Very pathetic service, spent almost 10 -12 hrs in multiple visits and each time instead of providing solution they added more problems. Never Visit Xfinity Factoria.

Wait was shorter than expected and the staff are capable and professional. For Comcast customer service, I prefer the store experience to the telephone one. I know Im in the minority, but I recognize that these folks have a job to do and I they do it pretty well.

I think you are extremely shorthanded because no one should have to wait 30 to 45 minutes to get waited on. I saw several people leave because of how long it was taking. Our time is valuable, too. Once I got help, the clerk was great.

Never been here pre pandemic. They finally opened post pandemic. The employees here are so lazy, unprofessional, and uninterested in working. Take the 15 minute car ride to Woodinville, much better service.

Went in to get a cable box and Shaun was super helpful!! Even gave us extra cords to ensure we had what we needed! Very happy with the service and will definitely go back if we need anything else! Thanks again Shaun for your wonderful service!!

Excellent service and good prices.

Run, run quickly in the other direction. Picture this, you hear all the great ads about how wonderful Xfinity Mobile is, you think, hey, they can’t be that bad’ (spoiler alert-they are), so you go into the Xfinity store in person to get your old phone ported over to your new phone. When you get home (40 minutes away), you realize they failed to put in the SIM card (rookie maneuver) and have to drive another hour and 20 minutes for them to rectify this. While I was there I was assured that although I am under a home Xfinity account, that this would be in my name, on my CC, and accessible through their app. Only the 1st 2 are true, making it impossible to access my paperless account. Good times. FF, you try to rectify all this through numerous phone calls and in person visits, none of which are successful, you lose your patience, argue with them to unlock your phone, which they finally begrudgingly do, and run to any other cell carrier that isn’t Xfinity. You will subsequently get a weird eye twitch and the chills every time you see an Xfinity commercial. Be warned.

I dont know if its Covid-19 or if comcast has turned a corner but this location and the staff are awesome.I ussd to dread comcast calla, visits, even scheduling appointments. These guys are awesome. Ryan and Shawn are super helpful and courteous. Great service and help. Whatever you guys are doing keep it up, im a fan.

Staff is very friendly and helpful. But I would stay away from the xfi pods I was on my 3rd set before i gave up. None of them would work and I would stay on the phone for hrs.

Brendan help my wife and I set up a new internet package. His customer service was definitely above and beyond expectations and the whole process quick and painless.

Clean, they are keeping measures for their costumers. But I think today was a very busy day, it took us to long to do our business.

Went here for an address change as well as some questions about my new location.Though the clerk was not able to answer all my questions, she got my address updated very quickly and easily, and was incredibly nice and helpful.The store itself is nicely laid out and very modern. A far cry from what it was years ago!

Cheating customer at all times

Worst customer service, borderline deceptive business practices. Try to cancel my service, endless automated routing and finally 35 minutes of dead air. Will NEVER use their services.

Ive been a comcast customer forever and I like the stores theyve put in place. Our rep was great, to the point, and clear with what he could do for us. One thing I dont like about Comcast, and other services like cell phones, why do you make me come in to a store to find out that I can get more for less? You couldnt email me or text me that a new/better box and remote are available? Im a loyal customer, dont make me work so hard...

Its always difficult to write service reviews as it is my professional job to write customer service programs. However I must say Carl broke the mold. He was effortlessly relatable, friendly and displayed a customer-passion that is second to none! He BY FAR is the reason I am a HAPPY Comcast customer.I would steal him away to my business in half a heartbeat but its clear that he loves what he does and where he works. That man deserves to lead the Comcast organization!

Very busy but efficient.

Well run COVID19 protocols to keep people distant. They were fast at helping me swap out a bad settop box for a new one

Went there to simply turn in some old equipment. Waited outside in line for 30 minutes. The line didnt move and finally 3 of the five of us in line simply just left the store. Horrible customer service and grossly understaffed.

This store has always made processes ridiculously easy. Never spend that much time there and get exactly what I need. Great service. These stores help with reversing Comcast’s reputation for bad service.

Glad to have this store in the neighborhood. Friendly staff and spacious store. Only negative can be wait times when they are busy, but they always are able to help you out with whatever problem or questions you have.

The store is comfortable, large, and had charging stations. That’s where it ended unfortunately. While the employees are pretty friendly, they’re poorly trained. The employee had to chat online with someone else, we spent an hour and got no information, except to call Xfinity. After we left, we did just that and were informed that we got erroneous information from the store rep.

Loved that I can make an appointment online and get help as soon as I walk in the door. Jerell was super friendly and went above and beyond to make sure I got the best deal possible.

This store is full of con artists! I cancelled my account 5 months ago, that lady and man there were constantly trying to talk me into staying with them, which was fine but they forgot to record my equipment return. I checked my account today, Comcast is still charging me! I have to spend extra time to get my own money back from these con artists!!!

My Comcast fiber service is worse than my cricket wireless as far as speeds go. You all make a trash product!

Dustin hooked me up with a great black Friday deal. I couldnt be happier with the service. Unlike other Comcast customer service reps, he knew the price after taxes and fees. Never thought Id say this, but this time Comcast is really doing a great job keeping customers happy!

Shout out to Brandon for giving me a 5 star experience, thank you!

Friendly and helpful staff. Extra star because I was able to save more money in store than online.

Edit #I foolishly gave this review when the commission sales person talked with a silver tongue to get the sale:“The service person: Carl was a big help transferring our account and understanding what was best for our family plan. He too, explained how we could get a home security system for $5 more a month.”NOW UPDATE: Once we left the store and a few days passed we wanted to make a simple change in our plan. Hold one number, put the other on the new X-phone. This seemed simple. Well Carl was no help and didn’t make any effort after the *Sale. Our account was screwed up for 9 days and over 30 hours on the phone (29 of them being on hold) trying to get any phone service. After 9 days (they were still charging the account) without service and the phone number I had for 10 years that we explained in no way we can do business and lose this business/personal number. Of course they struggled to retrieve the number they put out in the air. *Craig and every sales person in the Factoria store only know how to sell—even mud probably—but give no customer service, they have *Zero, tech knowledge, or they just don’t give a damn to help the customer after the *Sale.Comcast is the worse player in the in the mobile phone carrier business. Stay away they don’t care about your time, it’s meaningless to them! The support staff is nowhere to be found in the Factoria store.We’ve now recently started doing business near my apartment with the Xfinity store in Seattle—Westlake. They give service, after they make their commission. WARNING ⚠️ stay away from Xfinity, and if you feel the need to go there, don’t go to the SALES people in the Factoria store. The worse experience in my life, and I’ve had many experiences good and bad. The Factoria store just happens to win: the worse customer service in my life award!

If youre reading this, theres a good chance that you are--like me--more a hostage of Comcast than you are a customer. After more than 15 years, Ive got more than a handful of experiences that would typically justify never doing business with them ever again, and Im posting this in the midst of my latest.Recently divorced, my ex and I are attempting to transfer the financial responsibility for the account to her. Unlike *every* other service provider--including banking, credit cards, etc--Comcast refuses to complete the transfer online or over the phone. They demand that we both appear at the store, and present photo ID before theyll process the change.And we have to do so at the same time.Its difficult to express the level of frustration and dismay I have, yet again, at being trapped into doing business with this institution. And the worst of it is, despite my deepest desire to see this company wither and die, I have no option but to set up *another* account with them so I can simply maintain connectivity for the basics of day to day life.I look forward to the day when the FCC or FTC is no longer simply the government branch of Comcast (HA HA!! Sometimes I cant help myself), and their monopoly is broken up in favor of an actual, real, effective marketplace where consumers have a choice.These guys are THE ABSOLUTE WORST.

Had a great experience at this store. Jerry Wang knows the products, and billing and was an immense help. Left the store with the new X1 equipment, exact directions how to get the system going, and got it running in less then fifteen minutes. It works great. I highly recommend the X1 system.

We had a very good experience in this store. The manager was nice to route people to representatives. Jerry helped us very professional and told us how to watch TV using different Apps. We spent few minutes to get all things done. Highly recommended.

I wish to commend Kyle at the Factoria store. He was helpful, courteous and professional as well as personable. My husband and I were and are very satisfied with the customer service he gave. Kyle is certainly an asset to the Xfinity name.Wendy and Royal Woods

Kyle tried to set me up with a bundle I did want. I called the Customer service center and was able to get the service I wanted. It seem like he was holding my account hostage until I sign up for a new bundle package.

Hello I stay at the shelter here in Bellevue Congregations for the homeless we have horrible tv servoce. It.cuts. out but we have a nice TV. Is there anyone that could help us out with that?

Very unprofessional service. I am very disappointed!

Good social distancing measures

My Experience with The Factoria Xfinity Corporate Store was Short and As Expected... Perfect and Absolutely Stellar.Thank you everyone... Sincerely.. Nicholas Dorian Grey 🌸🥀🏵️

Finally, Alex did tell me what he can help with and not. He told me to go to T- mobile instead of helping maintain Xfinity. He is much better than Carl, who told me if Xfinity mobile doesn’t contact you with your case number, please wait 72 hours. When I first saw him, he was full of sigh as if that I am not useful customer for new activation or else. He seemed not wanting to waste his time on me helping with trouble shooting . Xfinity mobile, why do you even activate the mobile service that you hate to service after all? Obviousely, you must get paid by each activation not the service!You guys told me walk off there is nothing you can do. Wonderful! I gave 1 star because of Alex. At least he was knowledgeable but he tried what he can do and his service was ok. He wasn’t very friendly.Carl, I absolutely didn’t like him. His sigh hurt my lung and made me angry on him, which I shouldn’t have. If you cannot handle the customer service, why you are there for? you are not even knowledgeable enough to know what’s going on.

The staff was extremely helpful and attentive to every customer in there. I just needed to return my modem and cancel my account and it was done in under a minute. It was an easy and fantastic experience!

Came in to swap modems. In and out 15 minutes. I liked the easy self check-in. Sadly you can see the employees are demoralized by harsh treatment. If you show these folks a little courtesy you might get credit on your bill. ;-) Be nice people!!

Usually swamped with customers but still the service is quick and the employees are helpful.

Not sure why this store gets bad reviews, but my experience was really good. My box died and needed an exchange. People were really friendly and the exchange was fast.

Best experience ever. 11am was out in 5 minutes. Gucci

Sales Rep LR would not look up from computer. Would not give me the phone number in numbers. I have a difficult time seeing numbers on my phone. SHE MADE ME ADD TO MY DISLIKE OF XFINITY. This was the Factorial Store.I must say last time I had A great man who was not there. I did not request but he gave me a credit without asking. LR did not want to help AT ALL. DID NOT KNOW ABOUT HOW TO GIVE A CREDIT👎🏻👎🏻👎🏻👎🏻

Absolutely terrible service - the sales rep Carl Charbonneau was rude, unable to listen, and spent his time making me wrong about my issue and ushering me out of the store without resolving it. I recommend you go to another Comcast location if you want to avoid this type of service.

Just amazing.. these guys made it so easy. Never call the phone number. Just come see them in person and things get completed.

I’ve been in this store twice trying to decide between direct tv and xfinity. I can’t believe they don’t have a concise cost sheet. I was given a bunch of numbers on a post it note by a male employee with a personality like mud. It it wasn’t for my roommate already having xfinity WiFi I would already have chosen direct tv. We have to go to another store tomorrow in hopes of finding a sales rep with knowledge and a personality.

2 years ago i closed my account at this store and returned the modem. Now after 2 years i got a letter in my mail that comcast is sending me to collection over 44$. You son of a ***** i asked that guy if i have to pay anything so Im not gonna have surprises later, of course he said no bro you fine all good, we are sorry to see you closing.... you know bull*** trying to be nice.I know that many areas dont have alternatives only xfinity, but avoid them people avoid them because youll wake up 2 years later with a collection on your name.

No love

Most of the workers are rude. Dont listen, already think they have everything figured out. One guy, didnt get his name should work in the back only. No people skills. No basic skills at all. Cut the cord.

Worse company in the history of companies. Amazing that theyre in business.

Nice rep. No service. After calling three times, we decided to take the problem to the store. The rep candidly admitted that neither he nor anyone else in the store could help, and suggested Best Buy(!) to help me solve a problem with a Comcast product. Oh yeah, I believe all those xfinity promises . . .