This has to be the worse cable and cable company in the world. Let’s see, how can I put this without cussing. First of all. You cannot ever get to talk to a customer representative, all you get is the recording, and then that’s a farce. They switch you everywhere except where you actually want to go. If you wait on the phone to talk to someone, they tell you it’s a 35 to 45 minute wait or they will call you back. Yeah right... like that’s going to happen. You can forget that happening. Next the internet is a joke, and TV viewing is even worse. My television is always interrupted, and the internet works part of the time. I pay an astronomical amount for this service, and I can’t use what I’m paying for. This company is getting worse then it use to be. I think they have the monopoly on cable service in this area, and they figure you will put up with the poor service because of it. I’ve been aLoyal customer since 1993 and I’ve about had it with this company. There has to be a better way to go. Checking into an alternative to this company. I could go up on the roof and hold an antenna and get better service. All I can tell you is..... if there’s something better out there, go with it, save yourself a lot of headaches.

Easy in and easy out! Turned in a receiver for monthly credit! They, immediately, replaced my DVR remote with instructions to link it back up! No waiting in line! Change in account automatically texted to me and approved on site! Clean store! Nice setup! Highly recommend xfinity services!

Zero knowledge of anything went in about one thang and came out with cable I didnt even order. They are sneaky so watch out theyre all about making commission. They will have you paying for services you didnt order. And it will take days to get those services removed

This store is closed. Nowhere online does it list the number for this store nor does it list the hours of operation. I called to set up internet, and the guy on the line said I could pick up the modem and router at the store at this location the following day and install it myself. Turns out it closed October 30, 2020. None of the 4 people I talked to at Xfinity customer service knew this location was closed.

This place is the worst. My internet bill is more than any other bill in the house and I still cant complete a full episode of friends. Customer service is a waste of time. The sad things is in most low income areas this here is the only internet service available. Im forced to pay for this horrible service because my daughter must log online for class.

Worst short experience of my life. They made people stand outside in the heat, they didn’t allow both my husband and I to enter. Which in theory wasn’t the problem, it was the mannerism in which they treated us. When my husband went in she was un-attentive and would not get off of her phone. Decided to go with a different company only because of this location, asked for a manager and was told there wasn’t one. Sure thing.

Waited and waited on service! They deleted my account for me to start a new one! Went all the way from swlr to Shackleford to notice that the company was closed down🤬.. I wouldn’t recommend Comcast to a dead dog!!! If I wasn’t for hotspot I would be jobless!!

They have awful customer service. If you try and call the store, you will get an automated response and after 20 minutes you will still not have accomplished what you attempted to call for in the first place. I could not recommend against using this service strongly enough.

Very kind and helpful regarding my plan of service. Online customer service was a disaster. I went in the store and they fixed everything! I will never go online and speak with a customer service rep again but will always go to the store front! Extremely helpful!

The ONLY reason I’m rating this 5 stars is because of Myra at the Xfinity Store! She hooked us up after days of dealing with Customer Service over the phone. She was friendly and knowledgeable, and after being a week without internet I think she’s a star! I will give kudos to a representative over the phone named Darrell, he genuinely tried to help and maybe the ticket he opened was a partial reason Myra had no trouble getting us the internet, idk... What happened was we had Xfinity for about 4-5 months no trouble but we moved from one RV Park to another (my husband works construction), and the new address was supposed to have service available. So my old address was turned off but when they tried to move service, the new address wouldn’t show up in their system. It was previously on a Bulk Acct or Xfinity Community and was showing up like that even though it supposedly wasn’t active anymore, we were told we could get our own internet and someone a few trailers down from us had it. I was transferred numerous times, multiple days of calling trying to get help. Athena in Bulk Accts was really nice and tried to help. But trying to reach an actual person is a HEADACHE!! Everyone kept transferring me and one time I got cut off and had to go back through the automation process, ugh!! After calling several days, waiting for call backs, I finally reached Darrell who was going to put a ticket in to check the line running in here. Idk if he did or not bc a couple days after that we decided to go to the Store. Myra had no problem pulling up our address and when we hooked up the new modem it worked!! During all this my account had been canceled bc they said it had to be different bc of the Bulk Acct. But when that didn’t work they couldn’t make a new one and I was left with a canceled acct and them calling to see if I wanted to return our equipment. Myra set me up a new acct, unfortunately they didn’t have the same special anymore and I’m paying abt $10 more a month, but we are so happy to get it fixed, FINALLY!! I do not recommend going through CS over the phone, it sucks!! The ppl at the Store were friendly and helpful, and the internet works fine, THANK YOU, MYRA!!!

Extremely poor customer service! I tried returning a 3 pack of xfi pods, but they wouldnt take them back because it would mess up their inventory.

Always clean and someone is always available to help but I always want to play on the kiosk. If I even need help they help me and let me know about recent products if I ask. They let me pay my bill and tell me to have a great day when I leave.

Staff is very helpful and always following the safety guidelines

Service is good. Just to far to drive to get service north of the river.

When I tried cell phone I often thought it was working when in fact it was not. I only use cell for vehicle emergencies they risked my life many times. I hope this greedy group pays forever for cheating the public. Our Government should protect us against such BIG GREED!!!!!

First of all, speaking to human is almost impossible. Secondly, the service is trash.... I work from home and have lost money because the internet goes out DAILY. I cant wait for my contract to be over and WILL NEVER ADVISE ANYONE TO DO BUSINESS HERE.PS. I was offered $20 for my inconvenience!.... Ive lost hundreds of dollars with this service.

Went there last week to pay my bill and there was a note on the door that this store was closed October 30th. There wasnt even any notice. I looked online and the closest store is in Memphis. It did not show any stores in the Little Rock area

A bit of a wait to return equipment after cancelling service. Representative that helped me was very nice and fast but she wasnt in the store front the first 15 mins and the team members that were seemed overwhelmed.

Pretty cool customer service. Id give 5 stars if the employees seemed just a little bit more knowledgeable about their products.

They do have fast internet I will say, my dislike would be for the lack of forcible options with packages, for a while we had a TV and internet package that was bundled with a landline that never got used and it wasnt an option not to have that. Also on the TV packages I dont watch a lot of TV but some things I like are on premium channels like tvg for horse racing or investigation Discovery and to get those you had try but into a much larger more expensive package, it would be nice if it were not customizable, thats why eventually I just went to internet only. Their customer service usually is good, but in store you can expect a wait.

Terrible staff terrible customer service if I didnt need internet immediately at already canceling I havent even hooked it up yet Vernons a joke the managers a joke steer clear of the shackleford location. The guy was rude to my daughter and she wasnt there to try to help. Highly highly suggest avoiding these people

All employed were fabulous. Greeted us right at the door. Helped us and it only took about five minutes. Amazing

The employees in there treated me like I was trespassing almost when theyre online help sent me there. Ill never go back if I can help it. Which is what the employees want. No customers then they dont have to do anything. Suckt

Slow and kinda rude. Scheduled an appointment due to covid and it didnt matter. Had to wait in line to return equipment and then wait again to change my service plan..

Close.... Need find a way to return equipment. Like their business but...

So thankful for the in store service, good people!

They did a fabulous job of explaining everything and working with us to get a great deal and great service!

Please consider spending the gas to go to the north little Rock location. Xfinity service is overall great, but the people at this location where very unprofessional and dismissive. Went in here to start up service. Stood there for 10 minutes while the employees where in their phones and socializing with one another. Kept making eye contact with me but disregarded me. Keep in mind there was maybe 2 other customers in the store and about 10 employees. A simple be with you in a moment would have been better than nothing. Finally a woman who was standing all the way in the back came to help. While everyone else where playing around. 2nd time I went in, this time with no other customers in the store. Hoping to receive sufficient information. Again very dismissive, on their cell phones, and socializing. Took less time but still a good minute to be helped. Left with no information that I came for. So ended up having to just call customer support number. Got answers I needed. Will no longer return here. I dont think good customer service is enforced by management at this location.

If you have a problem with your bill or want to negotiate caught come to the store rather than trying to work with them online. I went into return my cable box so that I would no longer be charging equipment rental fee and Gabriel showed me that the negotiated price I thought I was paying had never actually been implemented. He was able to press a few buttons and give me the price that I thought I had paid for the last three months! Definitely worth your time to come in and talk to an actual person!

Great freindly and quick service!

Need more customer service personnel. Had to wait for over one hour.

Surprised that this was easy after dealing with their phone customer service. Took a minute to get seen, but there was a good amount of people. Once I was seen I was out of there in less than 5 minutes, was very impressed.

The service was amazing! The employee Lisa was great at fixing all the issues we were having. That woman deserves a raise!

Staff was cool but service sucked had to drop them as soon. As I got bgg it

Ive never had a bad experience here. Theyve always been helpful.

I have, and will continue to have Comcast Internet, but the customer service with this company is non-existent. Spending hours of free time on chat, visiting a location, and making phone calls is unacceptable business practice now. Every step of the process includes aggressive sales tactics. I wanted a free modem upgrade. I clearly stated that was why I was chatting, calling, and present in the store. If Xfinity/Comcast doesnt wake up soon, they will be replaced with modern companies that listen to clients. It is time to put your big corporation panties on and realize that we are the only reason that you get paid.

Big shoutout to Candece and Myar for the help and getting me set up with Home Internet.. I highly recommend Xfinity and there great customer service.

They are so helpful here. I have my cell phone service there now. I worked with the salesman named Paul and he made it a enjoyable experience for me. It was my first cell service with a monthly fee so I was nervous and he was very patient with mh questions.And I got a Bomb Diggy phone and service for only 22 a month!

You really cut off WE tv and the ID channel? You guys are the worst. Worst customer service I, or anyone in my family, has ever dealt with. You guys cause my mom so much stress and worry that Im getting concerned about her health. She was on the phone with your customer service today for 30 -45 mins and you guys did nothing for her. All of comcast and xfinity can rot in hell as far as Im concerned. Worst company my whole family has ever dealt with (and that says a lot).

Let me count the reasons why I hate Comcast! Now I can add that they have made TCM a part of a BS group of sports channels. How can they possibly categorize Turner Classic Movies with sports channels? It’s just another way to squeeze more money out of the customer. Burn in hell Comcast!

COMCAST IS HORRIBLE!!! i just spent the last 2 hours on the phone with 3 different agents- one hanging up in my face, and they all had POOR GRAMMAR! For an issue that is not even MY FAULT! I was trying to set up...SET UP AN ACCOUNT ON THEIR OWN WEBSITE and they are having technical difficulties on THEIR SITE! They ask you for a security question..YET SHOW YOU NOTHING!!! I am so over this service. I have been with Comcast-Xfinity since the 1980s and ?i tell you what--THEIR SERVICES HAVE ONLY GOTTEN WORST- their CUSTOMER SERVICE AND EMPLOYEES are RUDE, UNPROFESSIONAL highly DISRESPECTFUL and un-helpful and their prices are HIGH as h*ll with the WORST PRODUCTS provided. They are trying to stay up with the times, but not with the QUALITY!!! And it is sad. i use to love this place, now i dread paying them, talking to them, and calling them EVERY TIME I HAVE AN ISSUE....which has turned out to be monthly...MONTHLY...ever...single...MONTH! I have been looking for months to go to a better streaming service, but cannot decide who is the best. But I will say this...come 2019..they will lose ME AND every FUTURE CUSTOMER I can tell of how AWFUL they treat the people who keep them afloat.

Very disappointing service. Very Unprofessional. CAN NOT TRUST their representatives.The billing amount varies from what they tell you over the phone. Do not tell you that youre signing up for a one year contract and the contract renews every time you make a change.

To return there item back. It look very nice inside,and they do speak.

They are full of mess they dont send you no bill at all they cut your service off on Sunday and when you call and talk to someone they say you have a past due balance that you didnt know about cause they havent sent you a bill period its time to get a lawyer for real cause that is very wrong.

Returned my boxes... giving up on this expensive company. Found something much cheaper with same aps and more..

Candice, Papaya and the gentleman up front gave amazing customer service!!!

They need some sort of organization in this store. Either put your name on a wait list, take a number etc. Theres no way of knowing who is next in line. Silly me, I thought you stood in line until I had my head bit off. Another bad service by xfinity. One more strike and I switch. Was there 30 minutes to get a small piece of coax.

Horrible service. Charged new fees after we got service. Quoted one price and it was over a hundred dollars more. Was told we could cancel without fees. We cancel and they tack on fees. When you call to cancel they give you credit so you wont cancel then it goes back up and you call again and they credit some then it goes back up. Ridiculous. They lie everytime you call. Please dont use them or you will regret it.

Update on 10-10-2019I went there to get Xfinity mobile device and Papaya, a very nice young lady to care of us and went up and beyond in her customer service. She did everything I wanted and then some. Thanks Papaya!The worst customer service there is. They kept us waiting for more than 90 minutes and they helped at least 5 other customers who came after us but not us. Which is nothing short of rude and unprofessional. We had to leave without getting any kind of help from this awful customer non-service staff. I wish we dont have to come here ever again. They deserve minus five stars -5

My grandmothers cable box stopped working (Tuesday night) so I took all of the equipment to Comcast (on Wednesday) to replace it. I get a new box and remote. I got back to her house to set it up, but the remote was not changing the channels. It controlled the power and volume but not the cable. I called Comcast and stayed on the phone with them troubleshooting the issue for about 45 minutes before the representative finally said I had to return the remote (THE BRAND NEW ONE) and get another one. I get the new remote today (Thursday) and am having the same issue. Once again, I called Comcast to assist me. At this point I’m thinking it’s me. I’m on the phone again for another 40 minutes. The representative has tried everything he could think of. He tells me that he will send a technician to the house but we would be charged. Mind you, we haven’t been able to watch tv for almost 2 days because of, initially, a bad cable box and then a bad remote. While on the phone with the representative, I search online for anyone who has had a similar issue, if not the same one. Jackpot!! Someone had the exact issue and I got the remote working in less than 5 minutes.So for anyone who has the Motorola cable box and the XR2 remote, to program the remote to the box, press and hold the SETUP button until the LED light turns green, then press B. That simple.You would think one of the two technicians I spoke with would have known that. Unfortunately they did not.

The staff at that location have good service but the people behind the scenes with service calls are terrible. Comcast main line from the street to our pole on our property has been laying down on the ground for a year and a half. We have put in multiple (over 7) request to get the line put back on the poles but no one would show up for the appointment. The signal got so bad the Xfinity system would not work. We had to terminate that service.The Utility Commission for the state should intervene!

I visited this location to make return and it was easy and friendly.

My business is having daily outages of both internet and phone. When they sold the phone system, they claimed it was not connected to the internet service and would not go out if the internet had an outage. They lied. Only use Xfinity if regular phone and internet service means nothing to you or your business. I can live with a company having an occasional outage but outages with Xfinity is now a daily way of life.

Dont call Comcast/Xfinity, dont use their website!!!!GO TO THIS STORE!!!!They are the most helpful people Ive encountered in customer service, especially a cable company (& mobile phones, now, too!!)!!!!!Geoff was a great manager, very helpful, fixed issues that the customer service line said theyd handled already!!! Hes a true problem-solver!!!GO TO THIS STORE!!!

Always transferred to the offices oversees. Poor customer service

Saved me a lot on mobile phone service with better service.

Everyone has an additute, very mean, know respect when they come through the door

I didnt want to give a one but they didnt offer negative numbers. Called an cancelled service effective 3/3/17. Still on. They squeeze you for all they can. My bull has steadily risen Ive the last two year contract even though I wasnt allowed to cancel without penalty. Just got new bill almost doubled. Sorry company.

Wonderful friendly service and IN Person! Thank you for helping us get our service issue fixed so smoothly!

If I could give this company no stars I would. I have been working with them for over 2 weeks to get my address unblocked. The address is blocked due to an old bill by someone who stayed there over 4 years ago. I have been getting nothing but the run around and everybody you speak with gives you the incorrect information. I get told everyday that someone will call me back in 24 hours. Here we are going on week 3 and they have to open another ticket because the original one was closed even though I submitted the information the same day the ticket was opened. Now mind you this is the 3 ticket because the original ticket number i received didnt exist. This company is a joke and if I could have a different service I would. I hope they shut this company down or at least give us another cable company option that is not satellite.

How do you have a business with only one person taking payment on top of that, that one person on break but standing in the store. Got 7 other people standing around and cant help either. Cant use the machine because it dosnt give change. And the cashier said he only have a $100 bill in the register so he could take my payment any way cause he DONT have any change. What kind of business is this. Then they advise me to go found change at another store (way out my way). On top of that the service is horrible. Currently looking for a different service.

Love Xfinity the deals are great the is very kind.the cable is very good.when ever youre having problem with anything theyre always.xfinity is best

I went up there to return a modem after I upgraded to a new modem they sent me in the mail. When I got home my internet to my newly installed modem was no longer working and I’m not sure if they turned my internet off once I returned the older modem or not but now I have to call comcast and figure out what is going on and its a huge Inconvenience. Next time I’ll just go to UPS and mail it back instead of going there.

Got issue resolved. Rep was excellent she said service would be back by the my friend got homeHad to get tech assistance An appointment was made for Monday the technician resolve the problem he was excellent very timely in gett problem resolved

Update: Never mind. They added my cable box to my account incorrectly, and according to Comcast there is no way to fix this without going to the store in person. And there is also no way to reach the store directly by phone--the phone number listed goes direct to an overseas call center where they apparently have no means of fixing the issue. Waste of time.----Original post: Very nice place, super modern. Very friendly staff.

Unfortunately, there should be more cable or service options for folks living in this area and there arent any.The staff at this particular store however, were great.

Very helpful staff and nice clean area! Dont let the irate customers who didnt read their contract ruin the experience.

I love Xfinity. Everything they have to offer is so cheap compared to other places I have used

The WORST customer service I have ever had!!!!! They kept us waiting for more than an hour and they were so careless about us...people were coming after us and served before us like what kind of employees are they???? If there was a ngative rating I would give them -5 for such an awful service.

Horrible cumtomer service. I will be leavimg them

I first talked to a lady on the phone she told me internet would be $40 then I went to xfinity yesterday ready to purchase the man that worked there tells me $80 then tells me it would be cheaper with auto pay he said it would be $10 off Im like ok then he told me the final payment would be $90 dollars and remember this the cheapest internet plan they have Im like I dont like being lied to so i left and i remembered why i left the first time lies dont mess with comcast or xfinity they are liars and I hate liars thats why I will endure not having internet.

Very nice location however employees were not attentive

Cannot say enough good things about this particular Xfinity store. The staff are always nice and very helpful.

Always get out quickly here and staff does their best to be helpful.

They did a great job. Dont care too much for the three week later interrogation call about the reason they didnt seem to know after i told three of their employees.

Service was friendly and easy with signing in got my questions answered and problem with my modem solved more quickly than I anticipated

Ive had Comcast internet for quite a few years now. Love it, never had any problems with it so I decided to upgrade to gigabit speeds. Also, decided to drop AT&T and go with xfinity TV service. Called last weekend and set it all up. Had a schedule for today, 4/3, for it all to be installed. Requested new coax because all my likes are very old. Technician showed up late, for 1, and 2nd he refused to go into the crawl space to run any wires due to not wanting to get dirty and claimed it was wet. I hady son go under the house to check and it was not wet at all. Spoke to his supervisor and instead of having him do work they rescheduled the installation. Thats not acceptable. Now, Ive done installation work with AT&T and dish network. Getting dirty is part of the job and if it was truly wet under there I wouldnt ask anyone to subject themselves to that. This isnt the first time Ive had issues with Comcast technicians not wanting to do any work. Seriously considering cancelling the installation they have rescheduledNot a good way to start off Comcast.

Great customer service and well knowledgeable employees. They answered all of my questions.

Main office, Not impressed, just more lies. Went there to my rental taken off after 6 other tries, 7 there . Was told it was taken off . Another lie. Finally after a chat, with website got a credit back had to ask for it . 8th try it was done not by this place that lied to my face.

Called to get help with some troubleshooting problems. have a hard time understanding person helping me (English was her second language). request to get another representative. gets defensive and starts speaking faster.

In and out no problem

Terrible costumer service ....bad attitudes....they should fire all of them

Very nice service and willing to help any way they can.

Called customer service at about 5:30 pm yesterday with a billing issue, waited 20 minutes for a person to answer, and was told that billing had gone home. Then the rep said I had to call back. Have lost 15 minutes waiting for a rep this morning, and now 15 minutes this afternoon. All because they incompetently billed me incorrectly. Horrific.Quick follow up- a rep finally answered this afternoon after 30 minutes.We talked through the issue, then she said she would confirm that my call would be forwarded to billing. She came back on, and then stated the transfer was confirmed, then forwarded me to a dead line. You cant make this stuff up.

Signed up for internet and they installed it 10/13. Asked service guy if needed payment and he said no they ran my credit and I was fine no deposit. They will send me a bill. Well today I get my mail 11/25/17 and have a disconnect notice in my mail. Then try and go on line to pay it and my service was disconnected. I have never received a bill! The bill said payment was due 11/23 but it appeared the bill was mailed from Georgia on 11/21/17! Held on the phone for an hour and got a guy from India that did not speak great english. Absolute nightmare. Now I would never sign up for their tv. BEWARE!

Comcast is literally the worst. With everything. As soon as I picked up my cable box, I called to try to set it up and the guy argued with me that I wasnt even supposed to have cable. He kept blaming it on the store and telling me I wasnt supposed to have it. Then, an employee randomly came to my house one day and disconnected everything and connected it to my neighbors, leaving me without internet. No explanation or reasoning, and then they try to charge us for the work! I wish there were more options around here for internet providers.

Great Customer service

The staff was extremely friendly and courteous. We had little wait time, and were on our way with issues solved!

This place is close as of October 31, 2020

Very professional and very helpful.

We have had nothing but problems with this internet service and now our internet (which the bill has already been paid for) has been cut off on a holiday weekend. Today we went in to get a different modem due to the fact that our service has been cutting out and every time we contact someone about it we are told it is somehow our modem and that we must buy a new one which is not the case but we entertained the notion just to finally get our problem solved right? Wrong. We get their modem and have to contact support yet again and are told we have the wrong modem and customer service refuses to turn our service on! (The modem which we just picked up from their store!!!!!) The customer service person also refused to let us speak with a supervisor to try to fix the problem and cut off the conversation on us! We went back to the store to return the modem and are told the only way we might possibly get our internet working this weekend we have to DOWNGRADE our package which makes no sense! We should have known we would have problems when our internet was cut off our first month IMMEDIATELY after paying the bill!!! Im beyond pissed. Customer service with this company is a joke. The problem is never solved.****9/4Just had my FIRST positive experience with this company. We finally got a service tech named Tony to come out and he was so pleasant (much better than the initial tech who refused to look at our connection issue!) and seems to have fixed our connection! Our speeds are back up and connection seems to not be dropping!!! This is all we wanted! Thank you Tony! Changing my rating from a 1 to a 3 simply due to this tech doing his job correctly! Really wish I could just review him and give him 5 stars!

Great customer service. Not a long wait. Clean store. Happy customer!

Online deals seem to disappear when you go into the store.

They still have not been able to help me access my account online.

Terrible. Spent hours on the phone with customer service and 3 1/2 months later still no internet. I called in sept to have it activated, I was supposed to pick up my modem at the store about 15 miles from me. Life got busy and we waited about two weeks before we called to schedule service installation. I was told someone would call to schedule service. No one called. I called about two weeks later for them to mail out a modem. I received the modem Wednesday before Thanksgiving after another phone call. I called sever times over the next few days to initialize my internet set up. Come to find out the service had been disconnect for non payment. MORONS. I think the only thing that would get me to have XFINiTY is a year for free

HORRIBLE !!!!! If you don’t have xfinity don’t get !!! This xfinity in Little Rock has no phone number so you can never call everytime you go in they will give you problems ! I’ve been here 8 times this month still trouble

Their employees buried a cable on our property and tore up the property (4/14/16). Moreover they did not place the cable in the easement. Since a picture is worth a thousand words Ive sent a few.

Five phone calls over a month to get internet installed at new house. went to this location hoping to get the situation rectified and to be able to use the Xfinity hotspots temporarily until they can finally get my internet installed. Person that helped me had no idea of how to activate my account so that I could use the hotspots. But they billed me for the time that I had no service at all. Twice. I honestly expected more.

Wow. All I can say is WOW! What used to take forever (switching equipment) took all of 5 minutes with a smiling, enthusiastic representative.

I have xfinity and had a wonderful technician come out to my home and repaired things regarding my cable and internet that had been going on for years. Henri had it all working better than ever!! Henri took the time to tell me about the mobile phone service and since Im in the market for a new phone I was definitely up for checking out my options with xfinity. I checked the reviews regarding the service and felt confident in going to the store to get a new phone and service.... After barely being acknowledged and then NO EFFORT to explain phones,plans or options(would not even look up our account to check the details Henri had told us) by the younger of the two women working I left concerned that going with this company would be a customer service nightmare. Perhaps if Id gotten the older lady I would have had a different experience, she was busy with another customer and seemed to be taking the time to explain options. My rep just said she liked Samsung but hers was broken so she was using the iPhone the company provided, the other customer was also saying he was on his 3rd Samsung 9. Im going to go back and see if I have a different experience and if I can use the NLR store for any possible issues. The NLR store should sell phones their customer service is on point!!!!