Very disappointing. I had purchased iPhone 13 Pro Max 10 days back and Xfinity support was unable to port my number for 4 days. Each time I called they tried and mentioned will call back to confirm porting completed. After talking to 5 different agents (as no one called back), I decided to return my phone and customer support asked me to go to east San Jose store. Once reached they immediately said that they can’t return without appointment however when I told them Xfinity support asked me to come here then they asked 35$ fee for restocking which finally Xfinity customer care refused. Later when I got the return label from Xfinity on call support, store representative asked me to go to FedEx as they can not do anything. Store representative was rude and not helping at all. Was on her phone all the time. I wouldn’t recommend anyone to visit this store.

Very nice, high-end experiance. Short wait for service, though.

Horrible. Cesar Mendez is not a good representative, hes disrespectful and doesnt prioritize the customer. Unfortunately, Xfinity is the only good internet around here

Great service came in for a phone and came out. I was kind of confused how to activate the iPhone for my son but I just simply needed to put the sim card it. I wish they did that before I left the store though so ot will be activated.

I needed to get an xFi Pod and $130 something is what it cost and well so far so good. Since I began working from home, staying connected is even more important.

Visited this Xfinity store related to my Internet connection issue. They were able to resolve it quickly. The staff members were nice. The store was very nice, clean, well organized and has nice seating area for waiting. They have all the Xfinity devices for display there. Its located in a popular shopping complex with many other stores so parking gets difficult sometimes.

Can complain about a lot of Comcast stuff, but this store isnt one of them. Employee was friendly and courteous. She got me what I needed, and I was out within 5 minutes.

I generally like the store. But this time, I visited with an appointment to buy an internet packages. This one guy was super rude. He was not willing to provide any information. He literally kept his feet on the table in front of us while talking. I was super irritated with his behavior that we decided not to continue our conversation and left the store after thanking him for not helping. After 20 minutes I visited the store to cancel my existing internet package, the front desk lady assigned me to this same guy again and I requested to talk to some other person this time. That lady honored the request an assigned me to another person. He was reasonable initially and when I was enquiring about the services, this other guy came to his desk and said him something, and his behavior changed.Such a horrible experience I had today. Xfinity internet is good but a couple of guys at this store are very rude.

Really unprofessional and unfriendly manager sitting at this store. They didnt entertain me unless I show them a physical ID (which I forgot at home). Has been xfinity customer for 7 years and still that guy was so rigid. If customer care can entertain over phone without physical ID, why cant this guy. Really disappointed. Hope to never visit this store again.

Two guys work in front deck are very rude.I had a cable box that does not work since I had it month ago. I come to see if they can replace a working box for me. They said I can not see any customer support in store. I have to return this boxed to him and call customer service and make appointment on website. I will call comcast and cancel the TV and phone services.

Worst customer support in Northern California.The support guy was behaving rude because I tried canceling 2 times and when I showed the mail confirmation that xfinity sent 2 weeks and 3 weeks back, he was trying to blame me that the cancellation wasn’t went through on their system, how am I supposed to know that canceled happened by chatting and calling the customer service no. Very wrong, very unprofessional service center guy.

Went here with my sister. She needed to replace the modem and they took good care of her. Cesar was great!

Generally a good store, but one employee with a tattoo seriously doesnt know how to do his job correctly xD...I had to contact customer support to fix what he did

Comcast/Xfinity customer service has generally been a horrible, horrible experience for me. They completely botched the port of my mobile number, making me lose that number after 10 years. Then, when I canceled Xfinity mobile due to the bad experience, they continued to charge me monthly for several months.I noticed immediately and called them on the phone. After a long hold, I got a friendly employee who claimed to solve the problem in about an hour.Nope. I was charged again the next month. So I repeated the process. Nice employee, long call, false “success”.So after three months, I had to be aggressive on the phone and asked to speak to a manager. They were very apologetic, they fixed my problem, and after 2+ hours on the phone, I thought it was finally over.Nope. I got charged again. I don’t ever get angry with employees because I know it’s not their fault— but I was fuming mad at this point. On my next call, I was bounced around a few times and eventually got to someone who seemed to REALLY know what he was doing. He assured me that he was taking care of it and that he’d call me the next day to follow up.Nope. He managed to stop new charges, but I didn’t get a refund for 3 months of service like I was supposed to.If you’ve read this far, that’s amazing! You probably have a godawful story similar to this one. My story continued after this, but I’ll spare you the details of each interaction. In the end, I spent more than 24 HOURS ON THE PHONE with Xfinity trying to get a refund. In the end, I just gave up. It was clear that the computer system and bureaucracy were designed to prevent me from achieving any meaningful solution (refund). So, I gave up.This week, I moved to a new place where AT&T was available as an internet provider. So with great glee, I returned my Xfinity equipment and canceled my last attachment to this dastardly company. Sayonara, b**ches!

AVOID this store! I will give negative stars if possible. They lied to us on monthly billing and did NOT tell us the hidden fee. The monthly billing is huge and way more than we expected and very different from what we are told in the store.

They cut my internet because someone rent the same house before me didn’t pay up their bill and left. Now they want me to pay the $375 someone else owed them. How ridiculous! I’ll never be a Comcast customer ever again!

Nice and clean store, care and check about covidGood customer service.Large space for phone service sale, very little for cable customers 😔😔

Terrible customer service, trying to lie me. I had a bad customer experience on the phone. I am trying to return now two phones on this store and they don’t want to do it and trying to convince me they cannot and dont want to take responsibility even if phones just delivered by fedex and unboxed. Terrible service.

Great service! Michael Z helped out a lot with patiently explaining the plans and helped me to choose the right one for me!

They had a comfortable area to wait in and were able to handle my visit very quickly.

I had the account not ready problem for about a week. Daniel helped me with it and finally had internet. Line was not too long in a Saturday afternoon. So far so good. Also a lady in the phone helped with the WiFi setting up. The phone call dropped accidentally and I didnt have chance to thank her. Hopefully she can see my review and my appreciation.

I did not got the gift card that promo like a gift card for $250 first they said I need to pay like 3 Bills on time... after that they said me another excuse bc Im a new costumer, so that promo doesnt apply for me that said that...

Mary was fantastic, she helped me so much!

Horrible service. A professional was free, yet I was made to wait. The board outside asked me to wait until a service person takes me inside (due to covid restrictions), but I was asked to move inside as I was blocking the door. Can they not be more considerate and helpful?

Awesome sales, quick closing deal, clean, nice store w fine, friendly staffs, definitely recommended.

Even though I dont agree with my bill this Xfinity location is the greatest

Most sloppiest customer sales experience I’ve ever had…I’ve an Comcast xfinity number and I wanted to upgrade my phone .I went there and found that my connection was still on old address and not in my current address!!!He said that you can’t upgrade the phone until you change the address because your number is not in service . But in reality my phone and connection both are functional …He outrightly denied to provide the service … which is absurd inspite of me saying that it’s still active .I’m giving two stars because of my previous experiences which went through OK

Staff need more training. Wrong activation telephone number and a faulty cable box was given. Need to go to another store to fix it.

They quickly setup a service tech to come and fix cables

I have an issue when the online agent helps to activate the modem what I got from my cousin, he told me coming this store to scan the modem. When I was in the line, a man with the tag manager told me that will not work for the transferring owner modem. After complaining he told the tech to scan. Unluckily, I call online agent again but still not working, he asked me come back the store to scan one more time. Omg, this time the manager guy complained with his face likes a monster evil, but I was so patient to ask the tech giving me a favor to scan one more time, and he did. Finally, the online agent tech made it working. So bad experience.

No welcome attitude for walk-in customers. They should have a check-in kiosk like other Comcast stores, otherwise customers don’t know where to get a number. The lady RT who helped me out is nice and friendly.

An employee approached me with a friendly smile. She asked how they could help me. I explained why I was there. They immediately guided me to a counter and processed my requests.

Spoke to a person who help me with the details of what is happening with my service since its a hardware issue.At least at the store its a live person and has some knowledge of handling your issues.The phone support had promised me a 24 hr service appt to take care of problem and dealing with people over the phone who dont speak English very well...how are suppose to know what is happening with yout service if they cant speak English properly and they just reading from a script... will not let you finish your sentence or getting your point across..no Clue of customer service or support...Like all over Farming out our information so people can steal our identity is what their customer support or all the stores phone numbers are for.

I was there because i just switch from AT&T to Xfinity cell phone. I couldn’t transfer my old number. The girl seems more interested on replying to her text messages instead of offering me solutions. I was able to fixed the issue after I called customer service.

Extremely arrogant, rude, cocky and unhelpful customer service. I went there regarding billing changes as I was directed by a customer service agent on xfinity help chat and this person not only ridiculed his counterpart but provided 0 help. He was completely unwilling and unprofessional to even suggest for any help. I wish I could give 0 stars. I would suggest folks to google for other locations with good ratings unlike me who just went blindly. I have filed a complaint on the xfinity portal and would suggest to never even place a foot in this place. Not how I imagined I would be treated being their customer since 2015!

Surpassingly good service in time of COVID. Fast service. Returning a cable box. Took less than 5 min to process

Very safe to drop off equipment. You drop different equipment into different bins, get a receipt then leave through a different door.

Awesome service!! Very expedite! I set up by myself with their mobile app!👍

Just avoid all things Comcast if possible.Hope you never have any billing issues.I moved and cancelled with confirmation. About a month later I get a large bill (with late fee). Then I got to spend the afternoon on hold trying to correct it. I thought I was finished until they said I still had balance. Turns out they conveniently had a much later stop service date (save your emails folks). With that accepted, now Im just waiting on a mailing to confirm everything is complete.Good thing I didnt trust them with auto-pay.Just avoid all things Comcast if possible.

If you want to return equipment (after already cancelling service), they make you wait even after barcoding the equipment and taking it away. So expect to stand around for 45 - 60 minutes so they can close things out. Basically they want a sales person to talk to you to try to retain you or up sell you on other products or services. Complete waste of time! Employees standing around playing with there phones while everyone waits...

Awesome service, it just took me a minute to pick up my router.

Social distancing. Masks needed. Staff ready and willing to help with new remote, new servers, better pricing on your bill. Not crowded at all.

I called they didnt wanted to help I dont like Xfinity even though their internet is really good, service is very bad

Need to return a phone bought from Xfinity mobile. First called and the customer representative told me to go to store for quicker return. Went to this store and they told me they cant accept return bought online. The xfinity organization is a total mess. Completely a waste of time.

I understand covid but, when purchasing or picking up items me or my girlfriend have to stand outside because there is only one person allowed. while there is hardly anyone in the store you are doing entirely too much

Awesome staff. Daniel helped me setup my Xfinity account. Very knowledgeable with the perks and advantages of each bundles.

Rude useless employees!

I accompanied my friend to get his service moved. RT (thats what her name tag said) did a great job in explaining and answering all our questions.She went out of her way to make sure she noted down all the information for us and really seemed knowledgeable.I havent heard great things about Xfinity service but this experience makes me think they are changing things for the better.

Clean organized seems well run.

Too many outages and unresponsive customer service. You’re probably better off using a mobile hotspot off your phone than buying internet service from Xfinity.

Nice. They offer Comcast cable service but they also have Xfinity Mobile. They also have cell phones cases to shop for. They also had a cart with discounted cases.

Very nice guys

Daniel was very pleasant and easy to work with. He shared about the phone promotion and I may just return and buy one with service.

A bit of a wait but the service technicians are courteous and helpful!

Extremely rude and poor customer service. I filed a complaint with Xfinity Corporate after leaving the store. Would not take into consideration my back and forth conversations with ComcastCares over the past 2 months regarding issues Ive had with the modem.

RT is awesome. I needed a new coaxial cable and my transaction was swift. Shes such a genuine person.

Prompt customer service.

Visited for a return and was greeted by Marysol. She handled my issue with such grace and knowledge. I could not say enough about her excellent customer service. She took care of all of my needs and has promised to alert when a new feature for my phone becomes available. I really appreciate the smooth process and the ease of getting everything done.

Really good customer service.

Any of these good reviews is fake, this store sucks! I mean the location is great, 1 out 5 employees is cool the rest are just rude. Their system isnt working because you may have to wait for up to an hour to get helped. They need to have at least one person who just takes payments it shouldnt take that long just to pay a damn bill. Otherwise the store is clean.

Exceptional customer service great prices on cell phones and other electronics like home security electric door locks and more.

Nice new store. Closer to our house now. We came in at the right time. There was no wait. Upgraded all our devices, updated to a new faster plan with more channels while saving a little money! I got to say, its easier to deal with them in person than on the phone in my experience.

This store is always well staffed with the most courteous and knowledgeable staff. Went in for equipment return and was able to complete the process within 10 minutes. No hassles ! Only problem is the super crowded location they are in...good luck finding parking...but thats a problem with most Bay area strip malls.

Great service. Nice people. Was busy, put me on waitlist. I was able to go to lunch and got a text when I was next in line. Excellent.

Rude staff and disconnected online and in store services. Online assistant told you one thing and in store staff told you the opposite.

Debbie was very knowledgeable and help with the purchase of 5 new cell phones and switch from ATT to Xfinity

I dont think this place knows how to help customers out or handle their queue. I was told I would be helped next, had 3 customers come in front. That customer has a return. That customer had appointment, was told that as representative was coming up to me but a customer interrupted him and the representative decided to help him instead, and another customer came right in front me.So I waited while others were able being helped. Dont think will be coming back again nor will I ever recommend this store.Update: when I told the representative that if youre coming to help me, then you should help me, she just said well I apologize sir. Yeah I dont think they care about customer experience or how they treat their customers.

I got in and out in no time at all. The staff was friendly.

Friendly staff and nice customer support

🚨🚨DO NOT USE THIS LOCATION🚨🚨Horrible service. Waited over an hour, with no options to be put on a list or to be notified, just to pay a bill. When finally approached the employee just walked away after intro with no explanation

I have to return DVR which was sent to us, But I already had one, because I went directly to the office to get a replacement the other day. Customer service employee Mr. Omar Marin was very nice to me. He took good care of me right away.

Ive always had good service. Pleasant and helpful employees here. Never waited too long and theres seating and tv if you do wait.

They werent able to help me

Workers have a lot of attitude and decided to help somebody else out while I was waiting on them to finish with me. Customer service should be #1 but here it isnt.

👍

Pretty good service. Rep worked diligently to straighten out an issue I had with a defective phone I ordered.

Ive been to this Xfinity store twice now and the service was great! I started a new mobile plan and I love it; it really does save you money over traditional service. Definitely reccomend Xfinity!

I had to wait an hour to simply pick up a cable box. Might as well go get dinner while you wait, because youll have more than enough time. Hire more people for a better customer experience.

Pretty professional staffs here. 2 big TV in waiting area. AC power enough.

Good customer service. Aziz and Omar were friendly and helpful.

Convenient location with really good sales reps to handle your issues

Great customer service and knowledgable on all your products. Marysol was the best in helping us set up mobile service (& buying new iPhones!). Thank you Marysol & Xfinity.

Ive requested the service cancellation online starting from a particular date. I asked the support person explicitly if I can return my equipment before cancellation date and continue using the xfinity hotspot till my service is cancelled, and he said Yes, I received the email saying that my service will be cancelled on the date I had requested. I went to this office, they forced me to wait an hour just to drop off the device. When I got home my xfinity account was already CLOSED and service stopped, 2 days before the date I had asked for. And in the middle of the night when I needed the internet most of all I had to talk to a stupid support robot constantly asking me to reboot my hardware with no any hope to get my service back. I know its not about this branch, and not about that person who accepted my hardware. Whole this company is just idiotic.

Literally one of the best experiences Ive ever had I came in having internet issues and RT swooped in like a superhero and saved the day I now have a much better internet package at a much more affordable cost and I am one happy person thank you RT for you amazing experience ❤️.

Lack of consumer transparency. They admit that they will try to upcharge you to “fill their pockets”

All I have to say is BRILLIANT, AMAZING, this is the way the internet is suppose to work. If you have wifi, there is only one name you need to know, and its Xfinity Store by Comcast. The installation was quick and painless. I cant say enough about these guys and their service! Thank you. Tony.

Wait is pretty long even with appointment but other than that good service

Bought a phone from here which will give 150$ gift card. But never received. When checked they said you shouldnt have paid off the phone. Now we cant give you. Feeling like cheated. Please beware

The manager of the store is rude to customers, very unprofessional. Despite polite requests (that by the way were recommended by her own employees) she interrupts, pushes her own point without listening saying “I’m the manager and I know what is right and wrong and don’t care about what you say to me”Terrible experience

Great

I made appointment to discuss my plan on a Saturday morning. Arrived a few minutes early and was talking to customer service person Marysol right on time. She looked over my bill, we discussed some options and that was it. Within 15 minutes I was a happy customer again. Well, almost, 100% happy with Marysol, but 75% happy with Comcast. I took the new HD TV box home and brought back the DVR unit. I was greet by Tarrell and the store manager Jen. They both had smiles on there faces. I just handed over the unit and Tarrel gave me a receipt. Another 5-star experience. Most people complaint about the wait. But if you make appointment then you won’t have to wait!

First when I went in today @ 1145 am the two girls were having a personal conversation. I had to wait until they finished. I had to exchange a box that my father set up to exchange at that location. They asked if I was on the acct and I wasnt too sure and asked if they can look, they said my father would have to call the 1800 to verify they couldnt look it up. Then the other lady said I could exchange with out a receipt. There was no one else in the store they couldnt take a few minutes to verify if I was on the account. They were not busy just wanted to socilize. When I left my father followed up and I was authorized in his account. What a waste of time but of course not the two ladies up front.

Please don’t try to pick up WiFi device here on weekends. They told us 20 minutes wait, but it was actually 1 hour and more. The process only take like seconds, they hand you the WiFi device, that it! The store should really work on how to manage priorities and think something user thinks!

Staff employees were very knowledgeable and treated me nice

Went there on saturday, crowded but fast service. friendly staff

Poor customer service. Like a low-budget version of the Apple Store. The workers seem miserable. 30 minutes of my life wasted just to drop off a modem? So many workers standing around...

When you need to return your equipment, use the UPS self mailer, dont return equipment at the store as they will make you wait until its your turn, no drop off service. Okay customer service. At least you can spend time looking at some of the new item and upgrade your equipment.

Nice and polite costumer service

Very professional and polite staff. Almost no waiting time at all.

This was one of my worst experience. A girl who assisted me at the front desk was really rude, no smile, no good communication skills. Wait time is very long so I missed my gym. I am a new client for Xfinity and I think I regret it. Dont come to this location, you will be stressed by their attitude and the way they work and waiting time, basically full package of negative energy.