Xfinity Store by Comcast

Otto Christian Beyer

2024-04

UPDATE: They are reducing my "bill" and say the credit ding will be removed when it's paid. Not completely happy, by far, but it's better than nothing.DO NOT CANCEL YOUR SERVICE ONLINE - IT DOESN'T WORK.I was a loyal customer of Comcast for maybe 30 years but I decided to switch services last April. I went to their website and there is a button (hard to find) that allows you to terminate service. I should have realized there would be problems when no confirmation email was sent.In the summer I got a bill for $257, no itemization. I emailed them and requested clarification. I also wrote a letter.Eventually I got an email saying that they were sorry to see me go and included a few incentives to return. Case closed, or so I thought.Last month I started getting texts and calls from a collection agency. I spoke with one of their representatives and explained my situation. He said he would research this and someone would be getting back with me.Today I get notified that the collection agency (Sunrise) dinged my credit report (which is in the 800s) for this delinquent amount.In the past I stayed loyal to Comcast because I felt that they were honest operators (unlike my experiences with ATT and Verizon).Oh, and their advertised High Speed Internet is nowhere near as fast as they claim.

Mariah Lodise

2024-04

Angie (I believe was her name) was unhelpful, rude, and not understanding of my situation. I came in last week to terminate two services, and she had me chat with an online agent even though I was in store. It seemed like she was blowing me off. Kayla was the one who actually helped me, she listened to my concerns and helped resolve any issues I had.Today, I was with Angie again. I didn't remember her informing me that I would only be partially refunded- my mistake. She rudely responded that she had in fact informed me of the partial refund. I felt embarrassed and blown off once again. I am going through a difficult- please be kind and have compassion. I was not there to attack or accuse anyone of misinforming me.

lela “Latincandy” lopez

2024-04

I came here on 3/12/24 to pick up a new cable box for my dad. When I walked in, I was greeted by staff immediately and a lady by the name of Monet started assisting me. I had to take care of something in my app and meanwhile she started helping the next customer while I finished updating somethings. The customer was a bit frustrated and started getting a bit loud with Monet. But she never broke character as he got louder and louder. She kept a soft but serious tone, with a concerned facial expression and calmly explained to the customer what she can do for him. He calmed down immediately and was now even giggling a little. Monet is so awesome!! I am constantly running errands for my elderly parents ,so I come across a lot a customer service reps and not all of them are built for servicing all customers. But Monet is great at what she does! Great job!

Sandra Wise

2024-05

We have internet only. This internet only account has been for over a year. Today we went to add cable. A price was quoted. Why? 1. my Internet was disconnected and 2. the cost went up to $55 more.Our Internet was disconnected within 10min. It took over 2 hours to get up and running. The phone representative was very helpful. At least the second one. It seems the first representative was a fraud. The female asked me for my password, never sent me a verification code and my internet was never turned on.This ALL could have been prevented if my internet was not disconnected. If this was suppose to happen the store needed to inform us. If it was an accident, this caused stress and an inconvenience. This added a bitter taste and a mistrust with Xfinity

Trey

2024-03

Technician who assisted me was courteous and incredibly knowledgeable and patient, solved a problem I had been dealing with for a month, and he even helped a coworker and assisted a customer using the self service kiosk UI without missing a beat. All this and he was working on his birthday

Stephanie Velky

2024-05

After spending an hr trying to set up my account on the phone with a rep, the equipment was not linked to my new account when i arrive to pick it up at the store. Then, this store provided me with a modem that was still connected to a previous account and after 3 hrs wasted trying to connect it at my new place and on phone with tech support, ill have to return to the store in person

Kim D

2024-01

I was at the store by 11, greeted by Devon, who easily helped me return equipment. Every one entering was also greeted with a smile. Each employee was helpful. Thank you!

Daniel J

2023-07

You will be told the wait time is less than 10 minutes. You will end up waiting for over 45 minutes. You will be told that you cannot use the restroom. If you leave to use the restroom elsewhere and your number is called, you will be placed in the back of the line and wait another 45 minutes. The staff will be rude and angry that you're there to do a simple equipment pickup and act like it's your fault that this location is so poorly managed.

David Greene

2024-03

Friendly customer service z the process for signing in and then waiting for a representative to help could be easier when just turning in a piece of equipment - suggest it could be completed at the first step.

Glenn Jones

2024-04

Google said 9:00 am the store sign is marked 11:00 am

Jesse King

2024-02

Front desk worker here turned checking in into making customers feel like a nuisance just for asking questions. Other workers were cordianl and professional though.

Gina Visosky

2023-05

The guy working the desk when you walk in was very courteous, but there weren't enough employees assisting customers. I and a few others came in simply to drop off equipment, but we still had to wait in a long line - one line for everything. It would be more expeditious to have a desk for just drop-offs. You wait at least 15-20 minutes for a transaction that takes 30 seconds. Two different employees were asking people if they wanted bottled water while they waited. It's a nice gesture, but instead of having employees walking around asking if you want water, place the bottled water in a self-serve cooler and place the employees behind the counter to wait on customers.

Theodore Ferbish

2023-12

Always a great timeAnd Henry is always the best...Helped me everytime I've gone into the store in Jessup. Will recommend this location to all of my family and friends

angela brantley

2023-11

So I lost one of my jobs and fell behind. I owed for two months. I called to make payment and somehow the “FEES” have taken my bill from $300 to $700.00. I incurred late fees after my service was disconnected. This is robbery. The person on the phone could not understand me and I could not understand him. I am so ANGRY! Once this stupid bill is paid I am finished with this money trap! If I could show 0 stars I would

Jenn Horn

2023-07

Typically I can't stand dealing with Comcast or their customer service, but I've had two really great experiences at this store. The customer service has been top notch both times. Extremely friendly staff who are welcoming, helpful and efficient. The first time I made an appointment and was in and out within 5 minutes. Today I stopped by without an appointment and it was no different.

Troi Ames

2023-11

So professional at providing a poor customer service (even for the 20+ years customer)...been without wifi since yesterday 11-5....on phone with tech supports several times...rebooting and sending signals that never reached my modem...went to Elkridge/Jessup location in person, signed in....was even told that there was a service outage for repairs in my area until 6pm (this was yesterday) by the rep...back home..back on phone rebooting and sending even more not received signals... then was told by representative that there would be a tech here between the hours of 3-5 pms (today 11-6).....5:39pm ...no call / message, no show. My Xfinity experience has been more of a horrible inconvenience, if anything. I've been more than patient concerning what I'm paying for. If you're still reading, l suggest that you'd find another way to waste your money.Done

Joshua Feaster

2023-10

The people there are amazing and so quick. Just make sure (if you're able) to go online and reserve a spot for an appointment. You get stuff done even faster!

debbie sanner

2023-11

This is usually a good experience ,in and out pretty quickly. Staff is friendly and knowledgable.

Sewer Slayer

2023-08

Don’t like Xfinity service but when I went to return equipment the lady who helped me, i think her name was Sherry, was pleasant, patient, & so helpful! She deserves a raise for her patience because the 2 ladies interrupting her while she was helping me were enough to drive anyone up a wall but not her! She handled it well!

Greggory

2023-12

Waited 30 mins to find out I was never checked in to begin with. They didn’t rectify it either.

Mikal Muhammad

2024-04

Very quick service and the staff was excellent

onur gökçe

2023-12

Angie didn’t even listen to what I need or what I am saying. May be it is because it is end of the week or the day.

Dewayne

2024-02

Great customer service and employees very nice

Linda Yi

2023-06

Every interaction was pleasant. When I walked in, I was immediately acknowledged & greeted. The employee who handled my equipment return was all smiles.

Thomas Clemons

2024-03

Obtained my internet equipment. One issue I had was the wait.

Roxane B

2022-05

Excellent Customer Service! Staff was friendly, attentive and Eager to Assist.. my wait time was minimal..approximately 5 minutes, not sure if the specific day or time would increase your wait times??? Also the staff was knowledgeable and did a great job explaining my options.

Chris Boosalis

2024-01

they dont rate 1 star finally had enough go with verizon

Hap Wagner

2023-07

It seems they have enough people on the floor. They should have people for phones, equipment return or exchange and security separately taken care of. We waited 1 hour for service.

Jeremiah Jones

2020-05

I would go lower but the service I received the last two times I was here was fairly decent.The first person you see when you walk into a place should give you an overall taste of what it’s going to be like in your establishment. The girl who greeted me today 2/23 at the front was obviously not trained properly how to greet a customer. She got frustrated because the box wouldn’t scan and then tells me I need to wait (but I’m okay with that) but it was her approach.The guy who helped me two days in a row he’s decent but at the same time more focused on us phone than helping customer.My advice focus more on the in store customer experience than worrying about anything else.This store experience should be better than what you get on the phone.I can do a customer service training if you like.

Mattman MacLeod

2023-05

Not sure why they only open at 11am, but when they did, they had more than one person helping out customers, they directed customers to specific areas, and they answered my questions. I only had to pay a late bill, so I was in and out in about 5 minutes. All around, pretty good