Xfinity Store by Comcast

Lyon Burns

2024-05

Xfinity, attempted to overcharge me after the first few months. The modem and router did not even work. After contacting a technician, they said it was the outlet or cable and left. We fortunately had a router and modem from our previous apartment and were able to get it to work. Xfinity makes it hard to contact real customer support and often times have to wait for one over text. Had to contact customer support multiple times to get charges removed. Would not recommend using xfinity's services unless you want to give yourself a headache. Finally when I wanted to cancel the service, they made it nearly impossible!

jenaea rupp

2024-04

we’ve always used this service and have never had a bad experience. we moved homes and our wifi was on in the span of 3 days! they are very fast and efficient. yes the robot message thing isn’t the best, but didn’t take much but some effort to set up a appt for everything! only pay 45 a month :)

Kade Rudolph

2024-04

Moved houses and brought xfinity WiFi with me. Had some issues with not getting signal through the coaxial cable. 2 techs came out and looked while my girlfriend was there and fixed it quickly and even upgraded our modem with their new and improved modem. Tested speeds and now getting 118% of our plan speeds. Great service!

Ziggy Mai

2024-05

Cliche comment incoming: "if I could leave no stars..."I signed up for the cheapest WiFi, because poor, and after one year they raised prices. My 46 a month went to 77. Cool.You get access to Xfinity hotspots when you have an account. Though, when my service just stops working and I try to use one conveniently nearby -- No Internet. Sweet.As I write this on my cell phone, connected to my wifi, my laptop "Can't connect to this network." But why? Who knows.I'd be less critical if the price hadn't doubled, but if I'm to pay that now because I "agreed" to it through the mere act of signing up with your service and the fine print blah blah blah, I should be able to connect my laptop without anomalous prevention.

Lori Mickle

2024-01

We have an elderly neighbor who currently has cable service with Xfinity and called on the 29th of Dec. to add a hard phone line. On Jan 3rd the modem arrived and we spent 4 hours on the phone trouble shooting setting up the phone line. Called back on Jan 4th at 3:45 and spent another few hours on the phone with Xfinity trouble shooting the phone line. Spoke an agent around 7 pm and he said he scheduled for a technician to come Jan 5th between 10-12. At 12 no communication as to when they would be coming. Rescheduled for Sat from 8 to 10, at ten still no communication. We were actually in the Xfinity store at the same time and they checked for us to see when they would come to our neighbors house and it showed that they were delayed. We called again and the person at Xfinity said they did not see any appointments that were scheduled and made new appt for Tuesday, Jan 9th. This is unacceptable service, this is an elderly lady that the only form of communication is her landline phone and will not get any help until Tuesday. I pray nothing happens to her in the meantime. The service is terrible and you only get people that have limited access to help you. Currently on the phone now trying to get a live person to see if we can get the appointment moved up. We asked to be called back this morning and was assured someone would call us between 8-10. No call and now holding for the next agent. If there was a better company out the set I would recommend my neighbor going elsewhere but unfortunately there is not.

Jacob Dachenhaus

2024-02

I signed up for the 200 Mbps Internet plan when I moved into my apartment, specifying that I would be bringing my own router. They sent me a router anyway and charged me the equipment rental fee, so I contacted support to try to get a refund. While chatting with support the agent, Vrashali, they made tons of spelling errors and tried to upgrade me to a more expensive plan without asking. They said the charges would be removed after I return the router this week, but I had to ask for a ticket # and chat log ID because I don't trust them to uphold their word. The Xfinity website is broken half the time so I can't even check the status of my account/bills. It's a shame that Xfinity provides the most affordable service in my area, or I'd already be using another provider. Unacceptable and extremely unprofessional.

Kendra Bower

2024-04

The agent refused to look at my mobile phone information to see what I was talking about. He said everything was fine. When I got home and called xfinity, things were not OK.

Jacob LaGuire

2023-05

The customer service was lousy. They had a robot in there answering machine that said “we are working on the issue” “it will be fixed soon.” When is soon? Customer service is a total joke to them. They always employees in the store doing absolutely nothing and they can’t even pick up the phone. Absolutely pathetic.

R

2024-02

Comcast/Xfinity is the absolute WORST. If you are even thinking about being involved with them, I can only advise you to RUN. Run far run fast! BTW, I am only giving them ONE star because this system will not allow me to give them their deserved ZERO STARS!

Qianlong Zhang

2023-11

NEVER USE THEIR SERVICE!Rubbish service. Arrogant attitude. Before signing a contract back in Aug, I was told that the monthly bill will be 50. However it turned out that the bill is 60. If you do not have the service for 50 then do not tell me my bill will be 50. This is fraud. Called a few times, never got solved.The customer service robot is really annoying, and it always takes you a long time to speak to an live agent.Previously got internet issue when using my own modems. Intermittent cutoff for more than six months. Tried different modems. Because it is a two years contract I would have to pay for the early termination fee. Finally they find out that there are two outlets in my home, one of which should be disconnected by them a while ago…….

Becky Stahl

2023-08

I can truly understand why you have an average rating of 2.6!! I have spend the last THREE WEEKS trying to transfer service from one home to another, same zip code even! THREE WEEKS of placing order online, chatting online with customer service, telephone calls to customer support, and even a technician to the house and then told to call another customer service area, who keeps transferring to more departments!!! For a simple transfer of service! Very displeased customers! If anyone else serviced our area, we would definitely be using them!

Susan Peltier

2023-09

Tried to call to ask why my bill jumped up over $50 but after 45 mins & trying to talk to a woman who, clearly, didn't speak English very well I gave up. Next went into the Lafayette In store to just be told they couldn't or just didn't feel like helping. Would give a 0 rating if I could.

Rebekah Hudson

2024-01

Expect to spend several hours being sent in circles by AI and customer service any time there is any issue and for them to charge you for things they claimed you wouldn't be charged for.

Razter

2023-07

Went over, "checked in" and waited for some 20 min. I was there to buy a phone from them and transfer my service to the new phone (I currently have Xfinity mobile service). After waiting they refused to sell me a phone or help me because Im under a family plan.So I ended up buying the phone directly from Apple and am currently finding a new provider.Nice.This has always been par for the course with Comcast. They go out of their way to provide the worst customer support possible.

Markos Mirelez

2023-10

After reading these reviews I went in already recording video so I could get footage of the experience. I shut it off instantly because I felt that the reviews on here were not merited! Amazing experience. Now I just wish xfinity as a service was this flawless.

Amy

2023-05

If I could give a zero I would. I switched services and just needed to return our router. The woman at the front area was very rude and asked me if I wanted to wait 20 to 30 minutes. I asked if I had to wait that long just to return the router and she replied that I didn't answer the question. Obviously no, I don't want to wait for a half hour to turn in my router. They informed me I could take it to ups and they will ship it to them. Who would want to wait around if they didn't have to? She should have just said we have a 20 to 30 minute wait but if your account is closed you can take it to ups, instead she had to be condescending. So glad we are done with Comcast, our new service is much better.

Lindsay Sheedy

2023-05

Okay, look: no one ever likes going to any kind of internet/phone store, and the only time they are going to write a review for service, there's probably an inciting incident that results in a negative review. Fair enough.That said, I've been to this location 2-3 times, and the customer service guys are always really nice and helpful. Also, the technician (Josh?) who came to re-wire my apartment was excellent--timely, thorough, polite, and dang good at his job. My internet has been great, and it's never gone out.Tip 1: If you book an appointment online before arriving, your wait time will be drastically reduced. You will likely still have to wait, but it definitely helps.Tip 2: If you book a technician to come out via the app, Xfinity will waive the $100 fee. If you don't know how to do it, call the customer service line and have them walk you through it. It is ridiculous that if they make you the appointment, it costs $100--but if they help YOU make the appointment, it's free. Weird.It is frustrating that there is no direct number for the store, and it's clear that communication between the main Xfinity customer service # and the store isn't great. Three separate customer service agents told me the store didn't carry modems or hardware--but they absolutely do, it's just not marked correctly in the main system.

The Trendy Wagon

2023-09

I truly grateful with Tylor. I called Xfinity and they horrible messed up my account. I ended up going to the store and Tylor was our help. He was like an angel!He took care of me promptly. He patiently listed to my concerns and went above and beyond trying to fix all the errors done by whoever “helped “ me over the phone(Remember, when you call you don’t get someone from the store, they DO have call centers)I’m truly grateful, Taylor is amazing. His customer service skills are top notch, he truly cares and goes above and beyond to help you.I’ll never call Xfinity customer service again. I’ll be going to the store for sure, and of course if Tylor is there, even better.Thank you so much Tylor!!!!

Thomas Gonya

2023-06

I work for another cellular retailer. We had a customer come in and tell us they went to this store for a simple customer service request. The rep at the store said he wouldn’t help with their problem because he wasn’t going to make any commission from it. Terrible service.

Barry Chung

2023-05

I ordered my new xFi gateway online and waited for more than two weeks, I got 3 order numbers, and they never shipped out. They told me I would receive it in 2 days every time, and it never came. So I gave up and just made an appointment with the local office in Lafayette. It was a great experience, and I got in and out in less than 5 minutes with my new getway. All the staffs are very friendly and no hassle at all. I strongly recommend that you make an appointment before you go and skip the line.

Juan

2023-07

I just had the best experience with Iesha and another read head girl with some cute bangs. I came in 20 minutes before close and they got me out the door with everything I need in less than that. Very nice people and definitely reccomend. The internet plan I got is amazing and I will probably end up switching my phone as well! Thanks guys so much 🙏🏻

Rhonda Harrison

2023-05

My streaming TV was no longer working very well. I went to this store and was immediately greeted . I needed a new modem and a boost in speed. Solved the problem in only ten minutes. Plus I was given twelve months discount.

Umm E Hani Abdullah

2022-05

The staff at the store were nice though the whole experience with this company was bizarre. I purchased one year contract with them, only for the service to get so slow to not working at all every single week. In the end, they told me they can't waive a technician fee, and I will possibly be charged. So I asked for escalation and cancellation. Have a 100$ bill on my account. The way they have been speaking to me it's unlikely to be waived.Just do not purchase internet from them. Spend more money and go elsewhere. There customer service is the absolute worse and so unprofessional.

Rose P

2023-05

Live chat with agents who are clearly not in this country, which is evident in their grammar. Have chatted with two agents and gotten 2 different stories of how much my bill will be. I have my own equipment but they sent me new, which I now have to return. The new bill is going to be higher after I went through these conversations so now I have to go to the office to return the equipment and find out how much my bill will be.

bec boller

2023-09

They got me in and out all though there were quite a few people there. The only negetive thing that happened was that I was getting a new cable box for my brother and he lives in Delphi and xfinity gave me the box without the hdmi cord that comes with it which made me have to make another trip

Jacob Bell

2023-11

Service is terrible, waiting for hours, constantly switching, all robocall, answering service. Takes hours to fix the problem . Expensive too, have no clue what professional means . The xfinity store in Lafayette employee didn’t want to help, was arrogant, completely unwilling to help, we never been so ignored before . I wrote a review, the owner responded, asking to click a link, but the link, stated , no longer exist. What an idiot, no wonder such a mess in a store.

Kumane Cherry

2022-05

Literally 0 stars. They took an iPhone SE from me the beginning of the year and promised payment within 6 weeks. It’s almost been a year and somehow they lost record of the whole transaction besides me getting an iPhone 12 Pro…. This is the most unprofessional interaction I have had with a business… Whatever happened to customer service… Playing with people money is definitely low. They won’t receive anymore business from me, I’ll buy my phones from the source(Apple) from now on, I won’t ever “sell” them a phone again because they don’t wanna pay what they owe…. DO NOT SELL YOUR PHONE TO THIS STORE…. Very unprofessional and no guarantee you’ll get what is owed. I will bother you guys forever for what is owed to me. No hand outs… I work hard for everything I own… You all have been warned, if you get scammed it’s on you…

Alyssa Connell

2023-05

Megan was very kind and helpful when I came in with my grandmother to help her get her internet started up. When we were leaving, multiple staff members helped her out the door while I pulled the car to the front, it looked like she was about to get a red carpet rolled out for her! Very respectful staff.

Pronoy Das

2023-05

They are not true to their words. When I initially took their internet connection, they said that $55 includes a 300 mbps package and it included the modem+router, as a part of the "back to school" offer. I even called the customer service and confirmed this. I went ahead with the package, but when we got the billing statement, it was $80!When I called them again, they said that the package is $65, and the equipment costs around $14-15. They completely denied the existence of any such offer.I am not against the pricing. But, they take a very unethical approach towards their business. Sadly, I am stuck with Xfinity for now.

Gerald Moorman

2023-09

I was returning cable TV boxes. I was greeted by friendly knowledgeable associates when I went in. They scanned the cable boxes and gave me a return receipt and thanked me for my business. Be sure to check them out!