Waste of real estate. Takes a year & a half to be seen and most of the time the ppl working there dont have the skills or ability to help you anyway. Sign outside should read Free Headaches! First Come, First Serve Avoid Xfinity mobile like the plague, their customer service is a completely USELESS. Horrible place, horrible company.

We didnt have to wait very long to be served. Ivan was very friendly & helpful. He answered all our questions & was very patient with us. It was a great experience

Needed new control and all I had to do is ask in person . All retailers should learn and duplicated they desearve akl 5 stars!!!

Great customer service lower the prices. Please.

Miguel was the young man who helped. He was extremely helpful and got us in and out in record time. He had excellent customer service!

Excellent problem solving on the spot -- very helpful

A bit of a wait but customer service is good

Havent caught up with current Covid-19 policy, still demanding customers form multiple queus outside (which become chaotic); we were misdirected inside, stood in line, then told we had to go back out and register if we had any questions, then sent to a balky self-pay machine that required an employee to effect the transaction!? Diffident staff, disfunctional system... whats to like?

Dualities...Fact: a call to Xfiniti Help line can be the most frustrating, anxiety promoting, hellish nightmare. I just wanted to hook up a new modem. Two dead end conversations ended when each assistant from afar evaporated...Gone! Called again - The hook was: hire someone to come into your home for an unknown amount of money. More frustration!Neighbor came over and in 2 minutes, I was connected,Went to return old modem, short wait, an THE nicest man at the entrance was gracious, polite, and smart.Said he had been in customer service since he was 16. He should be a HR trainer.Yes,He should be in charge! Xfif...REALLY needs more of his caliber and not so many call center inepts.

Good service. Like night and day - the employees this year are so much more pleasant than those who worked there last year.

Even though there is usually a long line,. The associates are very fast and efficient.

Service was pretty poor, just general lack of basic customer support from the guy serving

Well waited for 45 plus minutes to get in, when I got there they didnt have the proper info that we talked about just days prior to my visit! Then give me the wrong equipment! Lol so Im going to update you if any change this week lol

Zero stars I just decided to switch to Comcast for greater speed, but the customer service is terrible. I have been on the phone for an hour and half just trying to get an appointment with a technician. Saying the same thing to a person in Mexico. After reaching the third person who seemed to be making a connection, the phone disconnected. I am pondering returning everything and staying with AT&T. Todays interactions were painful and wasteful. This is no way to treat a customer.

The young man that helped me set up my cable TV was extremely helpful and kind and courteous, his name is Roberto Soto. I will continue to do service with Xfinity because of this young man and his courteousness & kindness to me.

No help with Xfinity mobile email new service. Wasted time

Oh please......do they not have a dress code,? Attitude for days unless youre higher up in position.

I was truly shocked. This time I had about a 45 second wait and then was helped very well by a seasoned rep who was training a newbie. I was transferring service for my mother-in-law and there was no problem. Wish all of my interactions with Xfinity were like this one.

Place for your TV, phone, internet and home security needs.

I had previously written a negative review for this shop. After a couple of more experiences, Ive changed my viewpoint. Everyone there is friendly and helpful. Sure, you need to time it right or have an appointment, but they seemed to have taken customer service seriously. Good job Comcast.

Even with Covid protocols in place my visit was pretty quick

This place is a bloody nightmare. They sent me a broken phone and made me wait 2 hours to return it and still couldn’t get it done. Terrible, TERRIBLE customer service.

I pay extra for the in house repair.There is no direct line to that.Getting to the tech help on the phone is impossible.The technician came to repair my land line and he disconnected my WI fi, months ago, ...and every attempt to call comcast turned out to be such an inconvenienceI need in house service which I pay for to be easy. A live person would be good.Also,the service is so expensive for a retired person

Oyr sweet old Grand Mom needed three modems in three years...However, the visit to this store was delightful. There was one Very Kind employee...efficient. He met us at the door and helped us. Hated my son had to drive so far for his Grand Mom

Very good, to do the point. No wait, excellent!

Worst company around and owns NPC aka NBC lol. Epic fail

Its easy to find and theres plenty of parking, and the people who work there are friendly enough, but theres no real point in going there because they arent going to tell you anything thats not on the website. They have access to the exact same information you do so they are basically just reading back to you whats on the screen. I guess if you need to do something a little out of the ordinary like pay a bill in person with a check or cash, then you would need their services.

Say what you will about Comcasts absolutely atrocious over-the-phone customer service, but the in-person customer service is great! Philip (I think his name is spelled differently) was very nice and the two people who greeted me were super nice and friendly. I think Ill just do in-store customer service from now on, because their phone services suck!

Would give it a negative zero. What a horrible front desk person. I will never visit this place again. Plus the unknowledgeable time waster charged me twice and they gave me a piece of equipment that was reported stolen so it could not be activated. Do not waste your time here. Really????

Easy, in and out. I was under the impression this was going to be a bit of a task to complete . In the middle of moving while trying to set up Wi-Fi and cable at one house why keeping existing cable at the other. When I called to start this process, even the person on the phone was friendly and helpful. When I walked into the store, I was greeted with a smile immediately and checked in. Mackenzie was the one who came to help me when my name was called very shortly after. And he is well was friendly and helpful. All the worries of setting up for new home was washed away with the easy process of using Xfinity. Northgate one Xfinity was an absolute pleasure to do business with

Ive been to the 1111 Andersen Dr. service center several times the past 15 years. Always good service and quick & attentive. E.g., I have swapped boxes for newer ones -- mostly easy stuff like that. They are customer-focused and easy to work with.

Recommend appointments here even though not a long wait time. Can return, exchange, update equipment here. I have had connectivity issues at my house and they were able to send out technicians to fix. They credited my account for time without service. Overall, happy customers over 20plus years. Fast internet, all movie channels and phone. Wish they supplied a battery for modem when power goes out for phone. Otherwise, helpful and knowledgable staff.

Unfortunately I had to give this company a one star in order to write what they did to us. We live overseas and we had their service for one months while we were renovating the interior of our home in Marin. When we left we expect the bill to show up in time and unfortunately the bill got there late, about 2 moths later because of the po box mail forwarding company. As a result they placed my name in collections, even know I paid the bill as soon as I received and called them. Sorry but we live and work overseas for almost 10 years paying huge taxes to this country and we are pretty much treated as a garbage. I had perfect credit and now I have to wait 3 years to get cleaned ( 7 years total now). We tried in every way to get this erased and they denied. My husband spent 30 minutes on the phone with a supervisor explaining the situation was out of our control and this person did not care. I feel angry to be paying taxes to this country but I also feel putty for people like this... I feel bad for the whole situation o guess, yes we are so blessed to be living overseas where people respect one another...

Safe place

I made an appointment, which I strongly recommend. Trever did his best to help me with an att mobile unlock issue. Att said phone was unlocked, but wasnt. Att system is screwed up. I wasnt happy they wouldnt let me leave with a Sim card, but I understand. Parking and store not to busy at 12:30 on a Monday.

So far I had good experiences here. Well trained customer representatives, but Ive heard horror stories. Update. During a January 16 2018 visit I became a horror story participant. I came in asking for a brochure with the line up of channels. The Customer Service guy was hellbent into selling me something I didnt want (the security package). The worst was that he kept speaking loud and slow and then yelled at me for not understanding about the discount he was offering me in a condescending way. Im a latino man and from time to time people treat me like I dont understand English. The one that didnt seem to understand was him. To top it off he was unable to answer any of my questions (Like what channels would I be missing if I dropped from premier digital to standard digital.) Then he decided to write down what he just tried to sell me as if I could not discern what we just discussed. I told him to stop trying to patronize me, he insisted on giving me his childish drawing.

I can’t understand how exchanging faulty equipment is considered making changes to an account?! I didn’t know these reps on top of having an attitude also come equip with stupid.

Long wait

Not much help here. Indifferent attitude from two employees I had contact with. For help with my Comcast/xfinity e-mail, I was told to go to their web site.

Complete waste of time, I was trying to bring in three phone lines for cell service.I spoke to two different sales people, I showed them online that there is a $100 credit for qualifying iPhones for porting in new phone numbers. They said they can’t confirm without speaking to the manager and it was my bad luck that they happen to be in a meeting today .Then I asked to buy two new Samsung phones their reply was they Out of stock and had no suggestions on what models they did have in stock they could care less for the sale. I made a comment that I might as will stay with Verizon and they said yeah they are about the same anyway.

Organize, professional and great service

Really like the new store and service.

They are rated the worst and most hated company in America, I would have to agree.

Amazingly incompetent and egregiously rude. Customer service representatives are well trained in:- Rolling their eyes at any request that fits comfortably within their job description- Coming dangerously close to verbal assault in response to any request that poses a timid threat of mildly inconveniencing them- Forgetting their common decency at home- Providing poor customer service

I get different answers from every xfinity employee I inquire with.

Everything you hate about nameless and faceless companies like the phone company and the Cable company will be experienced if you use Comcast / Xfinity. Forget all about customer service, forget about quick and courteous issue resolutions. They could care less about you and even less than that about your business. (I will say the folks at the center in San Raphael try to help, but the online and 800 service is a case study for disastrous customer service.)I have switched to DIRECT TV. Wow! What a difference! DIRECT TV actually appreciates their customers and works hard at customer satisfaction. I am super happy with DIRECT TV. If youre considering switching, I highly advise you do so, it is painless to set up, and and they have many better options. Plus customer service is actually that - customer SERVICE. If you decide to remain with Comcast, I wish you luck - youre going to need it!

The worst store Ive been to. Comcast is by far getting worse in customer service.

This store caters to the freaks of internet n had the latest most expensive gadgets you dont need but they make it sound like u do...if u have a cellphone to make so call friends ..text instead of talking to other human beings n have the social skills of a fruitfly n are self absorbed n post selfies of urself(like who are you,WHO CARES) n have developed the skills of lying n acting like u care to see them SOOOOO the other persons can they say the same....now this game of hypocrisy(doubt they know word meaning) is the mainstay of the electronic generation who one day will realize how clueless n empty headed they are....the type that cant remember phone numbers of people unless their phone is e them...the infinity store is the trap w good bait to make this generation n their children loose their humanity n the day it all ends n we are back starting w sticks n stones most of them wont survive...no common sense or awareness of whats going on...youth the claim of being right n when they are old n useless they will have nothing to contribute...not the stores fault.. its part of our decline into becoming like the BORG...had fun w this one folks!! Haha

Boy they really help me outIm happy about you know if you asked him nicely and you feel like they will help you out with even the smallest idiotic thing happy holidays

Visit Oct 9. Eddie wads very clear and helpful.

They dont have a phone number to the store. If you call the main number then they just put you in a call center out of.country and waste your time for 20 minutes basically unable to call their own store. Why would they not be able to call their own store.. If there was another option that was not direct tv I would take it now.

Good location. Soo many whiners on this thread. They Have fixed all my problems with Internet, cable and now Xfinity Mobile. Prices BLOW the competition away.. hands down

Comcast is one of those fantastic corporations that supplies people with a service you cant live without at a rate they can barely afford.

Very helpful. Good reservation system.

It seems they take forever just to perform simple tasks. Avoid at all costs.

I was in and out in 5 minutes WITHOUT an appointment. Whaaa? Fast fast fast walk in visit. Very surprising. Very pleasant people in the office. New cable package kinda bites tho...whatev. Netflix Amazon Prime Hulu. Need I say more? Comcast can suck it. Byeee

Very conveniently located.

Really Comcast, A data cap? Just another excuse to charge me more for poor service. I cant wait to quit you. If I could give you zero stars I would.

Well, the phone # for Comcast has a recording that says it is no longer in service. I called the phone # on the bill and one I found on a website. I am trying to help my client, who was sitting right here with me, to consolidate his Comcast/Xfinity bills for which there are two. I also tried to register him online but was unable to do that since not one of his 4 phone numbers works. IF I was able to get an online account for him, perhaps he and I would have been able to make the changes that are needed. From another phone line, I was able to get through to a disastrous phone communications loop. You know, sometimes, a live person is just necessary. Poor service today Comcast / Xfinity. and, bad form.

Customer service is absolutely terrible. Only being with them a short time of two months my boyfriend and I had to cancel with them. Our WiFi absolutely sucked and we even paid more money to get the fast WiFi to only have our WiFi shut off every 5 minutes and interrupt our shows. We dealt with calling them for two months all the time complaining about the WiFi. Our bills kept changing and when we would call to pay it would change AGAIN which made no sense. The next day we got hit with a big bill that had nothing to do with us. We finally went in to the San Rafeal store and Vanessa was trying to help us which we appreciated, but the manager there was unprofessional . She didn’t explain anything to us she approached instantly saying they will not refund us even though they knew they messed up on their end. In the middle of the conversation she just walked away because she knew my boyfriend was making sense. He was saying things she didn’t want to hear, which was every factual reason why we should NOT have been charged this additional $180 fee. Of course we were frustrated we had every right we were going back and fourth with them.

They say one thing first and then charge more money.

Comcast has been good too me!I Love Comcast!Thank you all!Mike Kollin

Getting in contact with this office via the phone is impossible. Comcast does everything possible to make it difficult to speak with a human being and get an answer. I never write reviews, but the frustration level with this operation is peaking.

Theyre the only game in town... Speed is great. Customer service is... What customer?

This review serves not only for the Xfinity store in San Rafael, CA, but the company as a whole. For those of you considering transferring your mobile service to Xfinity Mobile,.. Beware! They managed to screw up my porting process, lost my phone number of 10+ years and have absolutely no way of rectifying the issue. The experience is an absolute disaster. There is a perpetual waste of time trying to work with the customer service team and their escalation tiers. The customer service reps and leadership are merely pawns to a much larger issue with the core elements of Comcast/Xfinity. Words cannot describe how frustrated and furious I am with this organization. Sadly, I was in store with other customers who were having similar frustrations.

Went to ask for a replacement to one of my alarm sensors that broke in one door. Well, Comcast in order to replace a 1/2 inch plastic lid needs to charge me $60.00 + $20.00 installation from a technician. I will fix it myself then for zero.Hey Comcast you suck! As soon as I can I will dump you...Pathetic all around....

Make an appointment. Lines are usually long, you could be there awhile. Staff was friendly, helpful and courteous.

Very expensive

I liked nothing about xfinity. All they want is more and more money by any means necessary. Its like they make up excuses to raise rates and get more money. They wont even come out and fix there own equipment unless you pay... smh You are better off with direct tv.

Easy to pay my bill without assistance.

COMCAST SUCKS AND SHOULD BE CLOSED DOWN. Horrible horrible company. Use ATT it is so much better.

The Manager Gabe was really unprofessional. To be completely honest i think all the employees are under the influence of something just a total bad experience for me

Staff is helpful and courteous. Not a long wait

We have not had good internet reception since February, they are hard to get on the phone, you have to go into their office for service. Still horrible reception. Slow or unable to connect internet and they have been here 3 times....would love another provider.

My disappointments are many. I was given three separate problem solutions from three different Xfinity representatives via the phone. When I visited the Xfinity Store I was given cable-boxes with NO power cord by the Xfinity store in San Rafael, Ca. When I tried to phone the store I was told there are NO direct phone lines to that store. This is the worst possible customer service one can imagine.

Their automated phone system is horrible to deal with.

These guys never get it right. Took in old standard boxes and replace them with HD boxes but they didnt think to upgrade our service to HD or ask is if thats what we wanted to do.

Despite having a shiny new store, the employees are just as unhelpful as always. When I visited, there were no other customers waiting, yet they still told me to check in at the tablet and wait to be called and then made me wait for 10 minutes before they were ready.

Service is ridiculously SLOW!

I have always gotten good service here

Because,my shoulder witnessed for me that it is a good service provider.

First off the world is not just about home entertainment

This is the oddest company! I use Comcast as my ISP. I had been having trouble with it and called in. They apparently re-set my modem remotely and it appears to be okay. The tech on the phone asked me how my speeds were and I told him the download speed was not what I expected. He said he could upgrade my speed level and the monthly charge actually would be less than what I was currently paying. Naturally I asked him what the catch was and he said there wasnt one, and the lower price would be permanent. I was skeptical but told him as long as I didnt have to pay anything additional to go ahead and do that.I use DirecTV for my TV service. Today, in the mail I got an Xfinity DIY TV hookup kit!!! I went online to see if I am now a TV customer - and, of course, I am!! I may be old, but I am certainly not addled...I know what their tech said and did not say! What a hassle!. I called today but of course no one seemed to know anything or was able to do anything. I shall have to drive to one of their sales centers and. most likely, kill an afternoon trying to get this returned and a credit.This is reminiscent of trying to get them to install my internet service - it took three different technicians over a 7-10 day period just to get it installed. One guy showed up 4 hours late, said he had to do some work outside - and then just drove away; a few days later the second guy said he could fix the problem, went outside and then HE drove away (I wonder what was outside). A week or so later a 3rd guy arrived, spent 5 minutes and my internet connection was working.These are exceedingly odd people and they should be avoided if at all possible.

Sometimes helpful. Sometimes not.

Wow bizarre conversation with customer service. ME: mam this location is not here. CS:i have the most updated info ME: can you contact them CS: we dont contact them through the phone. ME: how do you know that are still at that location CS: i can give you turn by turn directions ME: i got to the non location by gps...but what the hell. ME: Turn by turn directions the same as gps. is there no one there who can verify f this place exists? CS: we contact them my accounts ME: soo no one has a phone at this location... is the a comcast black site.... do i need a security clearence for the last info? CS: *now very annoyed* i can take your cc info. ME: ok you cant tellll me where it is i can pay my bill but i should trust you with my cc number..........sheeze

Each of the front desk attendant to tell you the charges are not the same, make the customers are confused. I am very dissatisfied.

A technician was scheduled to instal Web, Phone and TV on July 11, 2013 between 2-4 pm. He arrived at 6:30 pm and apologized for being late due to the fact that the previous job took much longer than anticipated.He began wiring the Living room and when I went to see what progress he had made I found him on the floor in the prone position fast asleep. I woke him to make sure that he was OK, and he reassured me that he was, and explained that Comcast uses 3rd party companies for installation and that he had been on the road since 6 am. I asked him if he felt comfortable to drive home, and he assured me that he was. He told me that he would be back tomorrow to finish the job.Since he did not show up I called Comcast and they sent a supervisor to the house who told me that the tech had done a poor job using an excessive amount of cable. He removed the excess but could do no more since he was not a technician.I have called Comcast on a regular basis since that time, however, with no satisfaction. I have been promised that a technician will show up tomorrow.Listed below are my complaints:When you call them make sure that you have at least an hour to spare (perhaps more if you get disconnected). The are, in my humble opinion, uneducated, inarticulate and patronizingThe phone frequently disconnects in the middle of a conversationReception on the phone is poor; people will ask if you are talking on a cell phoneThe Set Top Box for the TV is very slow and the tech suggested that I use the previous versionThe Menu and Guide leave much to be desired and are nowhere near the standard of Direct or DishI have 3 houses, one has Direct, one with Dish and most recently Comcast. All have the comparable Premier Channels; Comcast has very few HD channels that come with the package. They do, however, have plenty that you have to pay extra for in their ‘HD on Demand’.The signal strength is marginal casing the picture to fade episodicallyThe Modem/ Router is not powerful enough to permit networking throughout the entire house and the tech suggested that I instal a repeater/ amplifier .... at my expense.On a scale from 0 to 10, Direct and Dish rate a 3. Comcast would therefore be a minus 3!

I called comcast a week ago to tell them their sound was screwed up on the golf channel (ch82) . I get background audio and local commercials but no announcers or play description from their network feed . Seems like some console operator in the home office somewhere forgot to slide the announce pot up? Frustrating, I have talked to three of your techs around the world, most think the problem is mine not yours, I don,t think so .

I am not typically a complainer, but....Just returned from comcast to pick up a DVR - ....The rep was ready to send me on my way without any of the any of the audio or video cables needed - fortunately, I asked. I also asked for instructions on installation and when got home realized she gave me instructions in Spanish...Just careless and seemingly indifferent customer service. Also, I called the day before and was told by a Comcast rep that I was paying $10/month for DVR service - this lady said no...what is true?

Helpful staff but long time waiting

Terrible service and equipment, republican debate not covered past 6 pm today in favor of the usual nowhere offerings. Dvr box so noisey we have to unplug it ever night to get sleep.. have switched out box...no improvement just higher and higher rates

They dodge questions.Promotions are nothing but a gimmick. The monthly statements are never the same. Employees are of no help. Nothing but a ripoffand gimmicks.

I seriously dislike this place. Overpriced!!

Excellent service!!!👍👍👍👍

I had to wait at the Sacramento Northgate Center for 1 hour to just return my equipment .I will find a company that cares about customer service for my internet and TV needs.

If youre looking for a place to throw away all your money, well........

The worst service I have ever seen in my life

JUST HORRRRIBLE!! THE WORST, THE ABSOLUTE WORST.

Bad mood of the manager Nai Williams and total waste of time! Their instruction, call our 1-800 number.

They cannot even correct the name on my account that they spelled wrong. I wish we had alternatives here.