Presentation on Map Reviews Nearby

Xfinity Store by Comcast in Sunnyvale

3.1 (199) 301 W McKinley Ave Suite 140, Sunnyvale, CA 94086, United States

Categories

Computer service
Business to business service
Cable company
Internet service provider
Electronic parts supplier
Security system supplier
Telephone company

Location on the map

Sunnyvale, Santa Clara County, California, US

Phone: +1 800-934-6489
Site: https://xfinity.com/local/ca...

Opening hours

Monday:10 AM–6 PM
Tuesday:10 AM–6 PM
Wednesday:10 AM–6 PM
Thursday:10 AM–6 PM
Friday:10 AM–6 PM
Saturday:10 AM–6 PM
Sunday:10 AM–6 PM

Edit info

Total reviews rating 3.1

199 Reviews for Xfinity Store by Comcast 2024:

Review №1

2024-06-19 00:15:07

This place is terrible. The staff I delt with directly were rude and spoke down to me. While I realize that the company itself is huge and that it can be difficult for all employees to have the same exact information, have some solidarity. Since Xfinity has a monopoly in parts of the Bay they can get away with whatever they want. Cant wait for another ISP to service my building so I can drop Xfinity.

Review №2

2024-03-11 01:12:50

We wanted to add a line. Starting from guest check-in (without appointment) to getting the phone in hand everything was super easy. Great improvisation compared to our previous visits. Special thanks to Aliyan who is super friendly & professional. She is the expert who knows her audience very well.

Review №3

2024-06-29 18:16:24

(1) Xfinity service is very bad in Sunnyvale area (2) Mobile and Internet teams doesn’t work together and customer service sucks, they operate as two companies, never buy a bundle even if incentives are good. (3) Telephone and InStore teams keep blaming each other and work in silos, and no one takes accountability or minimum courtesy to put customer first (4) Employees blame systems (5) Billing Statements and transparency is Zero.

Review №4

2024-06-29 19:52:52

They increase my payment almost double. I went to this store they didn’t help. I wanted to talk with manager to avoid customer but I couldn’t. I closed my account. And i took all my 4 lines from xfinity to at&t.

Review №5

2024-03-05 23:27:46

Let’s face it, it’s frustrating enough just having to deal with Comcast, but it’s worse when you need to leave the comfort of your own home to resolve and issue. I came in with low expectations that my issue would get resolved without any hassle, but immediately when I walked in, Will assisted me, and had me on my way within 5-10 minutes. I’m thankful Will was able to resolve my issue so fast. Hopefully I won’t see and Xfinity issues again 🤞🏾

Review №6

2024-05-23 20:20:52

I only gave it one star because they don’t have anything lower, something like a BLACK HOLE, would be my actual rating.I was setting up my Amazon 8 HD and found xfinitywifi and thought I would try it. Introductory cost of $10.00 with a monthly rate of $20 a month with unlimited use. The connection was weak, would occasionally drop off and for over a week I have not had any connection at all. As the old saying goes, you get what you pay for…. NOT. My recommendation is, DO NOT GO XFINITY!!!

Review №7

2024-06-15 16:24:21

There is a women working, she called herself manager, she gets hypertension very quickly, not understanding much customer, not fit for the position.

Review №8

2017-12-21 23:11:10

Awesome flawless experience. Came here for equipment return. It was a weekday midday so was not crowded. Was helped by a lady who was pretty quick and we had a good chat about languages kids are learning nowadays. I opted it of Comcast but still it was a happy ending.

Review №9

2023-11-08 17:22:23

I’m happy that I made my appointment to visit and clarify a situation of my account. I weighed about 20 minutes after my appointment and I asked the person in charge to check in the people in, and he explained very well to me I can imagine go there without in appointmentThank you, for solidarity and support to my old account I’m Diamond costumer 💎💎💙💙

Review №10

2024-01-07 05:07:08

I went into the store because I was being charged twice the amount i was told Id be charged, and wanted to cancel the service.I asked the staff the months for which I was charged double. Their response was what do you want me to do about that? I would need to go through your previous bills and I dont want to do that.

Review №11

2023-07-21 00:59:03

2 VERY RUDE men were NO HELP to my mother today, they gave her attitude and were very passive aggressive when she kindly requested to speak someone who knows Spanish and they looked around the store as if they dropped and item and said, “no, just us.” They also TOLD her she needs PROOF to show that my dad is actually her husband since the account is under his name. Never come here, they are absolutely no help and their customer service is the WORST.

Review №12

2023-10-07 21:33:27

Terrible service, ONLY GO HERE IF YOU MADE AN APPOINTMENT BEFORE. If you walk in no one will help you, I had to bring attention to myself to see if they would help me but all I got was sir whats your name?. Though Xfinity does state that walk-in are welcome, that is definitely not the case. Honestly first thing they should do when they see someone walk in would be to ask hey there welcome, have you made an appointment yet and if not may I get your name so whenever we are available to help we can nah none of that, who trains them on their service?

Review №13

2023-08-05 01:09:54

Awful receptionist Caesar. Over 1 hr waiting time due to lack of staff on site.I stopped by the store at 4:15pm on Friday. I didn’t make an appointment so the receptionist Caesar added me to the waitlist. I was told that waiting time was 30 min which was longer than what I expected but still acceptable. I decided to wait. I wasn’t called at 4:45pm so asked Caesar my place in the queue. The check-in system showed that I had waited for 23 min which was less than actual waiting time. At 5:00pm I wasn’t called yet. A man who had already waited for more than a hour then wasn’t called either. He was also told that waiting time was about 30 min when Caesar checked him in. There were several other customers who were in the similar situation.We reported our concern and frustrate to Caesar. We told him that it was not acceptable to wait for an hour when being told that wait time was 30 min. Why hadn’t he told us that wait time was 1 hr upon check in so that we all could have set an expectation. However, he unfriendly and rudely responded to us that it was none of his business.

Review №14

2016-11-01 17:04:22

Great customer service. Not sure why this place has low reviews but we were able to get our modem and service within 20 minutes. Very friendly staff and they explained everything we needed to know to get internet set up in our new apartment. Great place with free Wi-Fi and TVs to watch.Edit: when we had issues with our modem, we called customer service, who came by and fixed the issue by giving us a new modem and inspecting the cords, all free of charge. Again, great service!

Review №15

2022-08-11 02:40:11

I came in with a quick question about my existing mobile plan - I want to make sure I could use it while abroad and ensure I had a travel pass set up. I walked in and about 5 staff were sitting by the door not busy. They greeted me, and I asked one for help, and he told me to do it from the app instead. I ended up going home and sitting on hold waiting to speak to someone on the phone to set it up because you definitely couldnt do it from the app! I thought going in store would be quicker and more painless but I was wrong

Review №16

2023-12-07 22:52:50

William Payton was amazing he went out of his way to help me and get me the best service for my home he made the process very easy for me!

Review №17

2023-08-17 20:18:48

If you come to this store look for Will! He’s so kind and responsible!We were trying to set up home internet but Xfinity’s mobile interface kept telling us “This info doesn’t match our record”, so we came to this store.The first representative refuses to help us after he realized we won’t need a more expensive plan and are not planning to shift our mobile line. He said right in front our face that helping us to set up a basic internet line “ is not worth my time, just do it yourself online”.Will helped us the second time we dropped by. Regardless of what plan we are choosing and whether he’s gonna get a commission out of our contract, he guided us throughout the entire application process really friendly with detailed explanation. If you ever visit this Xfinity store, look for him!!

Review №18

2023-10-11 01:20:48

This is my local store, but this review primarily contains the experience of dealing with Comcast in general- I truly believe every representative Ive talked to at Comcast was as helpful as this company allows them to be.All that being said, if you have any other option for internet, Ive yet to find an internet provider worse than them. Between delaying every step of the way with support and generally not giving you what you pay for, avoid comcast at all cost.

Review №19

2023-07-28 03:38:48

The employee in the store, impatience, not calm enough to deal problems in the store. Not Lisen customer describe the problem and trying to finish it quickly. Do better and not rashly solving problem.

Review №20

2024-06-16 21:55:41

The staff has bad attitude and so impatient

Review №21

2022-12-01 03:34:30

Just basing my rating on what my visit was for today. Came into drop off some equipment, as I got new service, and was returning some equipment that Comcast shipped to me. Walk into the store, someone was there to greet me right away. I mentioned what I was there for, and he scanned my devices to make sure they were checked in and I was out of there in less than 5 minutes. Excellent

Review №22

2023-06-26 19:02:23

I will start this review by apologizing to Brian (bryan?) for being very short tempered.Worst customer service on the face of the earth but we knew that already. Came in for an issue with a service I pay for but was not able to access. They asked me THE SAME EXACT (5+) questions from the previous visit (where they literally looked up my account, said everything looked good and handed me a phone number).I gave the entire context including my plan details and a live demo of the hotspot not working, and very condescendingly literally right after, CESAR walks over and asks “yeah but what plan is he on, we only offer that on the fastest one.”When I said I know that’s not the issue for sure because we pay for gigabit, he said “we need to double check that again” (the thing that was literally done just before this). He then f’d off and told me to contact the exact same useless generic toll free number, which I told them bore no fruit after 4 hours of staying on the line.The last time I had a technical issue Bob O’Haver (another Xfinity tech at this location), PERSONALLY CALLED THE LINE for me so that I’d actually get results and resolved the issue. When I asked them to do this so I could actually receive the service I pay for, I was told: “all we can do is give you this number.”I cannot wait for satellite internet to absolutely DESTROY your company. 😂👋

Review №23

2024-01-04 01:58:55

0 skill to handle simple accout matter and rude to an epic level. Worst experience possible. Never use xfinity.

Review №24

2023-12-21 03:26:16

Visited 3 times, got 2 wrong modems, and still not have service activated right now. Xfinity never fails making customer mad.

Review №25

2019-05-31 01:37:15

Fast and reliable service. Not much crowded

Review №26

2023-08-05 20:48:22

WORST SERVICE AND CUSTOMER CARE SERVICE EVER.Never use XFINITY mobile.They literally torture us mentally by not solving this issue from last 8-9 months.I stopped using it in November 2022 and they are still charging us for nothing.We complained it many times online, offline but they made fake promises.When you call them they keep you on phone for minimum 1 hr.I wish i had never use the garbage service from Xfinity Mobile.

Review №27

2022-06-09 19:36:23

I would give this store a negative review if I could. The front desk agent is completely incompetent. I came in at approximately 10:25 AM to return my flexbox. This was processed easily but afterwards it all went downhill.. Next question I asked was to purchase a prepaid plan. Was told by the front desk I needed to talk to a sales agent so they put my on the list next since no other customers were there (spoiler he didnt). Meanwhile I am looking around the room, 1 sales person seems very occupied while the other seemed to be moving around the whole time. She never settled in and eventually just left (which Ill get back to later). At one point another gentleman, who arrived after me, asked the front desk agent to be brought to sales for a quick question. He quickly brought them to the agent that was roaming and allow him to cut-in front of me in line. When I complained that that had arrived before the other gentleman the front desk agent apologized and said he forgot to get me on the list. He told me hed fix this and then went to tell the sales agent that had finished helping the guy who cut me. When I went up with him he said one moment please and then he and the sales agent both took off. I saw the sales agent leave through the backdoor so back to square one.. I figure at this point I am first on the list so Ill just wait until the other agent is done. Fast forward, the other agent finishes and calls up another customer! At this point Im fairly irate, so I tell the front desk agent why am I still not being called?. Oops he says, still forgot to add me to the list and not willing to bump the other customer so I can finally get served in the order I cam. At this point its 11:10, Ive been waiting 45 minutes and Ive had enough. Left the store and bought a mobile hotspot. Will not be returning here. In summary, service here is terrible. Not enough sales people and incompetent front desk staff. Will take my business elsewhere.

Review №28

2023-01-14 05:14:54

Went to Sunnyvale,CA. store during 1st week of January. Store supposed to open at 10am, got there at 10:45. 1 customer standing outside,cardboard sign on door saying, open at 11:15. No reason, sign looked like it was written by 6th grader. At 11:15, no activity in store, cold and rainy outside. I knocked on window, no activity in store, at 11:20 no activity in store knocked on door. Employee opened door complaining about the knocking on door and let 9 people in line into door. This employee had an attitude and 1/2. They gave no reason, should have explained while we were in line. They could have let us in our if the weather . The employee was still complaining

Review №29

2023-02-24 23:45:35

I recently had a disappointing experience at this store when trying to upgrade my internet modem. Despite paying for high-speed internet for years, I was not informed that my modem needed upgrading until I contacted Xfinity customer service. I was directed to this store to pick up an XB8 modem, where I was assisted by a sales rep named Omar.When I explained the situation to Omar, he returned with a modem that he claimed was the XB8. However, when I asked him to confirm that it was indeed the model 8, he responded in a dismissive and annoyed tone, and suggested that I might want the older model 7 instead. I trusted his judgment and brought the modem home, only to discover that it was in fact the model 7.I was extremely disappointed with Omars lack of professionalism and customer service skills. It is not acceptable for a sales representative to either be uninformed or intentionally mislead customers. When I returned to the store to confront him, he did not offer any solutions or even apologize for the mistake. Instead, he simply asked me what I was going to do.I strongly advise against working with Omar or any other staff member who lacks the necessary expertise and respect for their customers. I hope that the store will take steps to improve its customer service standards and ensure that this kind of experience does not happen to anyone else.

Review №30

2023-12-02 00:48:29

Incredible long wait time for a simple stuff that other companies are capable to solve via using usps.

Review №31

2023-08-12 17:30:49

Customer service throughput is excruciatingly slow. After waiting 40 minutes they have served two customers and the entire store is packed. I got in three minutes after open and am still waiting.

Review №32

2023-05-10 06:46:13

My new iPhone had a problem of no caller ID to each incoming and went to VM immediately. I called phone support, which was in Philippine or Honduras, reset it still did not solve the problem. I then came to the store and learned from a rep that every in the store was a sale profession, not a tech. Assit manager Caesar confirmed it and asked me to go to an Apple store without checking their companys technical support. Therefore, I went to an Apple store and had the phone ran through all diagnostics fine and reset to factory setting, but once connected to my account. The same issue showed. The conclusion was clearly at Xfinity setting, but no one was able to help from this store - Xfinity is incompetent to solve Mobil phone issues as such, and was clearly unwilling to call technical support for the customer at store. I hope the store manager will read this review to offer help, I will then forward Apples case email to them, hopefully they will have their companys tech support to solve the issue. Apple rep even asked me if there is another carrier I can try...

Review №33

2022-01-23 01:00:08

If I could give zero stars, I would. I’ve never seen an xfinity store, or any other store, so poorly managed. Customer service is a joke. There’s a huge crowd of customers waiting to be helped, and only 2 or 3 employees around. They take too long and don’t do their jobs properly. Management has a serious issue - hire more employees. You have so many customers and not enough employees to help them. Their check-in system is bs. I told them my name, they said they checked me in. An hour later, I asked the employee how much longer, and it turns out they never put my name in at all. Asked other customers that were waiting and the SAME thing happened to them. Based on the other reviews, seems like it’s a common occurrence, meaning the staff isn’t doing their job properly. Something as easy as putting a name into the system shouldn’t be such a big issue. Employees are lazy and impolite, the store itself is bright and pretty - but it’s all style over substance. Extremely unhappy with my experience here.

Review №34

2023-07-19 20:45:22

Went in to try and fix an activation issue with a new line. The support person could not have looked more bored, could hardly pick up his face from his cell phone.

Review №35

2021-11-14 05:56:11

Store was okay and it was not busy so I got lucky here. The staff were somewhat pleasant but not overly polite. Good place to go if you need to drop off old equipment or need to pick up new equipment...

Review №36

2023-12-12 00:43:55

Hell is waiting at any Xfinity store generally. But this one specifically. Been waiting for nearly an hour, lots of folks standing around, nearly no help for a simple ask. May this company crater into capitalist oblivion 🫡

Review №37

2023-04-11 18:32:53

When moving to a different residence I returned my router and cancelled my service, but they kept charging me each month. I called customer service in order to to cancel the payments and get a refund, and navigated the maze of phone options, to speak with a real human. The customer service employee told me that my payments would be stopped and that I would be refunded. I believed them and hung up, and the next month they kept billing me. They never stopped the payments or processed any refund. I called again many more times, wasting many hours, and the same thing happened many times, with each foreign phone customer service employee lying to me and then not cancelling the service, so the company can illegally extract more money while providing no service. They also doubled the price of the same internet service plan that I was not getting anymore from what was originally used, and didnt cancel. I eventually went to the Xfinity store in person, where a sales rep truly did cancel the service, but did not give any refund, and told me to call the customer service (who are liars and scammers) for the refund. This cost me around $2,000 in their scams. On a separate occasion at a different apartment, I received a promotional call offering service for about $35 for the first month. I paid the $35, used the promotion for around 20 days, then cancelled and returned the equipment. I also deleted my payment card information so Xfinity could not charge me more. The customer service rep told me that if I cancelled before the promotion ended, I would not pay any more. Of course, this was a lie. Xfinity tried charging me more after the month ended, with more fees that they said they wouldnt charge, but I had deleted my credit card info from my account. So Xfinity contracted a debt collection agency to send me spam mail telling me I owe Xfinity more money that the sales rep said I wouldnt owe. The only way to stop the payments is to delete your payment info online or cancel the card with the bank, after which Xfinity will send the debt collection agency after you. This company is a HUGE SCAM! Do not trust ANYTHING their employees (or their plan rates or their promotional offers) say because their performance is measured by how many products they sell, and money they make, and are unaccountable for lying and scamming. Its actually amazing that Xfinity (owned by Comcast) is allowed to operate legally. Their own website s customer service forum is filled with reports of these scams. Just pick a different internet provider, even if the rates appear higher than Xfinitys. DO NOT trust Xfinity (owned by Comcast) with your payment info. Even if you have to buy more expensive internet from an honest company, it is still cheaper than Xfinitys scams! HOW IS THIS SCAM STILL RUNNING?

Review №38

2023-05-24 19:45:34

Their online help is no good, and the store isnt any better! waste of time... I would stay away from this store and be done with telephone or chat forum which I found somewhat better than this store overall.

Review №39

2023-02-11 05:16:28

Minus rating will be better. don’t visit here if you have any technical problem to resolve. They will only help you if you will go to buy a new device/line.

Review №40

2023-05-27 23:31:46

Excellent service ! Ron was very patient, knowledgeable and professional. He helped us to sign up for Wi-Fi + mobile line in a reasonable price. Thank you ! 👍🏼

Review №41

2018-11-28 06:24:08

Fantastic service, lovely location and friendly staff would be the best summary for this place. It was a busy Monday evening and there was a long queue of customers but service partner in the store registered all of us one a 1:1 basis. Followed by faster than expected turnaround time for each individual. The service partner was super friendly and helped with my order super quickly and also helped fix a potential issue without even asking. Would recommend this store to nearly residents for all things XFINITY!

Review №42

2017-12-29 06:07:52

It was a busy Saturday and I was trying to return some equipment and exchange some remotes. I was greeted at the door and the person asked what I needed, then took my name. The seating was comfortable, and the person who greeted me came over to take me to the right counter, where I was promptly, politely served.Its always nice to have a company exceed expectations.

Review №43

2023-07-25 21:03:58

The workers here are rude. when you come in the store, they turn their faces away from the customer and run away in the other direction. They don’t want to work and help people.

Review №44

2023-04-13 00:06:17

Saw 3-4 reps just roaming around. Had just came to drop an Xfinity modem. And gave me a token made me wait 30 mins.I have dropped off stuff previously at different Xfinity store and it had taken just 30 seconds.Very inefficient workers here.

Review №45

2019-09-06 20:25:25

The team in this store is really great. I went in today frustrated because there was a mix up with a modem (not due to the fault of the team at this location). Both times I have been in I have been seen straight away, and they even remembered my name when I walked in the next day. They took care of the mix up efficiently and I was very happy. Great customer service.

Review №46

2023-01-17 03:54:45

Had a great experience, mostly because Jalen is an amazing service rep! Shes knowledgeable and patient and was able to resolve all my issues. Also ended up signing up for Xfinity mobile.

Review №47

2018-03-30 00:16:27

I was pleasantly surprised by this store. They have a great system set up for times when they are busy. Staff was very friendly and eager to help. I was fortunate to go on a slow time and was in and out in minuutes with problem resolved. I will definitely go here next time rather then trying to deal with them over the phone.

Review №48

2023-11-09 01:33:16

One minute wait for a device pickup but 30 minutes wait for a device return cause they want to sell you a new plan before the return.

Review №49

2014-09-13 01:24:35

Only had to wait about 6 min to get a customer rep.A somewhat complex transaction: changing the name on an account and removing services. Rico was very personable and got the job done. yes, he had to type and type and type into his terminal, but it all got done quickly.

Review №50

2021-05-03 00:43:50

Today I went to this store for a technical issue. Ive tried debugging my self, calling customer service for an hour but couldnt get any progress. A young black male employee in the store(Sorry I should have asked the name but was in a hurry and forgot to ask) helped out and quickly figured out the issue. The guy is very smart and helpful. Much more helpful than the robot caller customer service. Comcast should really award think about to hire and reward more people like him rather than relying on the dumb robot service. The robot caller just can get stuck into some corner case for very long time and drive people crazy.

Review №51

2020-09-21 23:53:10

The woman at the door was rude when I visited on Sept 21st to return an equipment. She acted like I was not there when I stood in front of her.I know its pandemic period but as a customer I deserve to be treated better.

Review №52

2022-11-27 21:41:48

Came to pick up equipment I didnt need but am forced to have. They have 2 sales associates and 1 check-in person. I needed to wait 45m for a sales associate to be free to pick up the equipment.

Review №53

2017-08-20 03:22:18

The rep didnt have a smile on his face BUT he was fast and efficient. I didnt have to repeat myself and he got everything right, now thats a first! Most of the time, the customer reps have great smiles but you ended up wasting half an hour explaining yourself. Sorry I will take efficiency over the smile in this case. I was in and out in 10 minutes!

Review №54

2019-03-27 21:43:16

There isn’t a system to who gets help first. A person who arrived after me got helped right away while I ended up waiting longer than needed. When I was assisted, it was a quick return, however, it did not make up for unwelcoming or unfriendly staff. I would not return here again. This is my second attempt to use this Xfinity store. Similar experience in waiting and unclear system of getting help. I attempted coming here again because person who helped me out the first visit to this store ended up being nice and friendly. However, I’ve been to much friendlier and helpful Xfinity stores, such that they had you check in and would call you when you were next, ensuring you were seen in a timely and efficient manner.

Review №55

2019-10-11 03:24:28

I came to your store at Sunnyvale CA on Thursday October 10th and was attended by Chris at 7:35 pm. The guy asked me what needed and I told him I needed to return some equipment because I got a different plan. He just received the devices, never talked to me by my name, he only gave me the router, and I needed to ask for the Flex box that was part of the deal. Poor customer service and he was more interested watching the game on the side TV than offer me a good experience there. The other guy on the first desk didnt even welcomed me into the store, and the 3rd guy (bearded young guy) was busy giving to a lady a good service explaining her what to do with their new equipment. Im a customer since 8 years ago and I didnt expect to have a poor experience getting this new deal with your company, because all the excellent on the phone customer service I got during the process went down hill with this kind of representatives in your store.

Review №56

2023-07-23 00:11:48

The staff who helps on checkin was impatient with bad attitude. He thought he knew everything, but he actually didn’t.

Review №57

2015-12-09 23:55:59

I would boycott this company if I could. 2 guys greet me when I go to their desk. I wait 30 minutes ignored until I point out that I need assistance (I only want to return their modem). Many people scurrying around trying to look busy but ignoring customers. Finally girl that waits on me gives me hard sell on their wonderful upgrades -- she does this a couple times -- this after I initially explained I was trying to *save* money not spend more. I hand them their modem IN PERSON. 8 months later, I am still being charged monthly modem fee. I had called customer service couple months ago -- guy was amateurish and reading from script -- I can help you with that multiple times. He also gives hard sell after I just told him I was trying to reduce my Comcast bill/services.This is state-of -art clueless customer service.

Review №58

2019-04-18 00:52:53

I placed an order online and confirmed it over phone. The store didnt find it.I was told my device shipping fee would be waived if i went to a store location. Didnt happen.I was told they would honor the online promotion and even showed 3 staff members. They didnt honor it.The store manager clocked out in the middle of helping me.I just wanted to order internet service. It felt like every staff member was actively trying to get rid of me. After 30 mins of not being helped and employees dodging questions I had to resubmit my order in front of them with my phone.

Review №59

2023-06-22 00:17:45

Crowded, staff was half educated and not so helpfulThis review posted by me, 5 years back is still applicable. I almost lost my phone number during porting process due to half knowledge of staff in this store.

Review №60

2022-10-15 14:57:34

I picked up my equipment on a day where I was moving, rushed, and a bit distracted. I got home only to find that there was no coaxial cable, and I had to return to the store. I am not sure what kind process they use to gather all of the items of your order, but they really need to get it together. Do not leave without checking the contents of your bag.

Review №61

2021-05-12 04:51:27

I appreciate Jesse for his help. He took the time to answer all my questions, no matter how silly they seemed. I was in and out pretty quickly, way faster than I expected. It was helped with much more than I came for. Completely satisfied.Thank you!!!

Review №62

2020-05-07 21:57:49

Very rude, argumentative and unprofessional Representative named Prunxxxxx at the entry door. No customer service manners. Seems like the guy was picked out from the street and put at a customer facing job. I drive 30 minutes to return an equipment as directed by the customer service [by phone]. Customer service guy asked me pick a certain model because my internet speed was extremely slow. The store guy refused to give me that equipment, started arguing, and calling his own customer service as mis-informed. He even agreed that I should cancel my service if I desire so. Rather fixing the issue. Almost same attitude from the store manager Rxxx. I feel like insulted and a foolish after talking to these guys. I feel like having an experience at a cheap business with an attitude of this is what you gotta get otherwise let me show you the door. By the way, store had a long list of protocol for employees during COVID. The store manager and many employees were NOT even wearing face masks.

Review №63

2013-07-31 21:53:57

They take what is already a terrible experience (long wait times, customer service reps who are unable/not allowed to deviate from the script, inconvenient hours) and make it even more soul-sucking. During the long wait, overwhelmingly upbeat childrens television programming plays and mocks you for thinking you were going to install Internet without a hitch.

Review №64

2020-12-04 10:08:00

Overall good experience, they took all the required safety measures and guidelines to address COVID situations. I went to store to update my service and pick xfi modem. First I was sent to a lady inside the store, she is not that welcoming but addressed the queries, later I was sent to another staff member, he is welcoming but took more time than expected.

Review №65

2018-05-31 05:10:17

I went in to return some equipment. Waited about 10 minutes. Sales associate pressed to up sell me on a different package, and pushed a new cable modem on me. DIDNT MENTION ID BE PAYING RENT ON OLD ONE UNTIL RETURNED. On my next bill, noticed the charger and called to complain. Still waiting for the refund....Update: the refund was made on the next billing cycle.

Review №66

2018-08-18 23:58:46

Terrible customer service. Rude staff. One star because thats the lowest allowed rating.Editing my review: The staff couldnt handle a simple matter of transferring the connection to one of roommates. I had to cancel account because of their inefficiency and now Im being charged an early termination fee when I was explicitly told I wouldnt be charged a fee. Spent hours on the phone with customer care to resolve this matter but its pretty pointless. Stay away from this store.

Review №67

2013-04-30 17:39:07

My first visit to any Comcast service center and it was way too easy. In and out in less than 10 seconds! My issue was simple. Needed a new remote to replace one that failed. When I called the 800 number they offered to replace one for free; but there was the delay due to shipping time and a $10 shipping fee. The rep. suggested I go to the service center and get a replacement immediately. After reading the other reviews, I was prepared for a wait and poor service. But what a pleasant surprise. I visited at 9:30AM on a Tuesday and there was only one other person waiting. But I did not even have to sign up. The lady in front with the ipad asked what the problem was. Took my broken remote and gave me a replacement on the spot from a bin she had next to her. Based on this experience I have no complaints.

Review №68

2018-01-25 18:21:40

If you want the best deal, go into the store and deal directly with customer service. Especially if your term is up and looking to renew.Employees are knowledgeable and will give you their best possible deal when asked.Parking is limited so its best to go around 10 am weekdays if possible.

Review №69

2022-01-07 20:54:38

Long waiting just for picking up a router, the guy in the front door kiosk checked my name and asked me to wait. Some of Comcast guys were not meeting customer but did not call other customers seating in the bench. It turned out later they haven’t checked me in when I spoke to another comcast lady. She was not welcoming me either and spoke like robot to me. Very unpleasant experience in Sunnyvale Comcast.

Review №70

2017-07-15 07:41:19

I was asked to wait 30 minutes for a quick set-top-box pickup and it wasnt even crowded. There were 3 employees not attending customers while myself and other customers were still waiting. The young man who attended me was quite arrogant. Next time Ill try another store.

Review №71

2023-11-01 20:17:00

They don’t have staff it seems. You have to wait for at least 1 hour to get a support person

Review №72

2021-03-08 19:16:45

Staff was very courteous and knowledgeable. I got everything I needed quickly and without trouble.Dezmond in particular was able to sort out my order and get me everything I needed.Will be recommending this location to my friends.

Review №73

2013-04-04 20:33:12

The service in this center has improved by miles compared to a few years ago.I just visited this center 10 minutes ago around 1:10pm Thurs. and I got my old broken box replaced in less than 5 minutes. It is an enjoyable experience. What a difference they have made! Thanks

Review №74

2014-12-31 22:31:31

So terrible.They have only 2-3 reps that help customers when the lines are 20-30+ people long. Im pretty sure the sloth is the spirit animal of 95% of the people that work there. Reps checking their phones and texting instead of helping customers.When they do help customers, they take an absurdly long time with each one.If youre going, I would conservatively block off at least an hour window, probably more.

Review №75

2020-02-16 17:41:43

Pretty helpful staff. Seem to be aligned on fixing the problem. Several stations, and a somewhat efficient queue system they will put you on. Had a 5 min wait to return some extra equipment.

Review №76

2019-01-06 00:44:19

If I could give negative star I would. Just spent 3 hours of my life I will never get back trying to connect X Pods. After one hour the first rep said I needed to reboot my iPhone and she would call back in 10 min but did not. 30 min later I called and spoke with another rep but still no success. Will try to exchange Pods this evening but my patience will be much less.

Review №77

2014-06-18 04:32:06

Timing is everything. If you go at the end of the day when they are closing your bound to be helped within 20-30 min. Other times I put my name down on the list and then went out to run an errand, came back and received great service. Everytime they have solved my problem and improved my service. Just wish it didnt cost so much.

Review №78

2015-10-24 23:28:00

Ive never seen such a badly organized operation. They are terribly understaffed, and rival the DMV with their customers dissatisfaction. For your own sanity, never go on a weekend to return a box, change service or begin service. You will wait, and wait, and wait. One Saturday I waited for over an hour and a half and finally left after I figured Id be waiting at least another hour. Beware.

Review №79

2022-05-01 22:16:32

I wish I could give negative reviews. If they can’t serve enough I don’t think they should keep the store open and invite people in. Very frustrating to be seated and not getting helped.

Review №80

2014-10-11 07:19:30

Just moved from NYC in August and I am 32.. I have had better service with dial up in regards to my internet. This service is so spotty one minute I am cruising and then on the next click My browser is spinning.. I have had it .. I am on the hunt for a new service provider. Monopoly in this market but you still have competition and I will find it.. If anyone else has anything better to report I am all. Ears. I have called your customer service department more than 5 times since I have been here.. I have had guys come out and nothing fixes the problem. Lets see how long this review stays up.

Review №81

2021-01-23 17:13:50

I signed up for service, was given a modem that didnt work, called tech support they told me my modem is too old thats why its not picking the signal. Requested me to get a replacement from store, I went back. Got another modem, same story. Its been 8days now and iam literally just helping them test their equipment. I think they should test them before handing them to clients. Iam on modem 3, and 8days wasted yet no internet yet they have already charged my credit card.

Review №82

2023-04-02 03:06:00

Absolutely terrible internet service from Xfinity! They dont care about their customers who are forced to use their service due to lack of options in their building. The internet speed is abysmal, and the connection drops frequently. I cannot wait for another provider to enter the market so I can switch immediately. Stay away from Xfinity at all costs!

Review №83

2024-06-27 02:01:27

Glad we switched to ATT

Review №84

2013-08-10 20:47:05

Went into the store today to return a modem that they werent supposed to ship to us in the first place. The wait was an hour simply to take back our modem and give us a receipt. My overall experience with Comcast has been very poor. They constantly make mistakes, dont do what they say theyre going to, and the Internet drops out for days at a time requiring a service technician to come out. They take very little responsibility for their own mistakes and leave it on the consumer to figure out what happened and solve the problems.

Review №85

2021-08-09 23:28:51

Huge store, very few street convenient parking spaces. Very pleasant employees. Very clean up to date store. Fast service. Along with all your TV, internet needs also has a phone section. Only disappointment and reason a 3 star instead of 4 star was no 4k cable boxes at this location and no ability to locate another store with 4k boxes. Would recommend for yer TV, internet, phone needs.

Review №86

2020-10-26 06:24:53

Some of the staff was a bit rude but overall an okay experience. If your rates change you have to update your current charges/rates whenever you knotice your internet slower speeds on your own accord. They dont do it on their own and will continue to charge you old rates and provide slower internet speeds.

Review №87

2019-10-26 21:08:27

We often visit this store, everytime we get good response, but this time its very bad. The person by name Mr.Arash was so rude, if we ask any question he cant answer instead he insults us by saying something. Very worst experience and rude behavior of this person.Very bad attitude of this person

Review №88

2019-12-14 00:45:18

We returned our equipment there. Now they say we didnt and continue to charge us. Also they have phones but apparently no phone number to reach them at to make things infinitely more difficult. One of the worst companies ever. Do not ever do automatic payment! They will start over charging you for everything!

Review №89

2017-12-07 22:35:15

Nobody likes going to an XFINITY Store, just like nobody wants to deal with Comcast Customer Service, but I have to admit, for a small store, this XFINITY Store location runs an efficient shop. I needed to come here recently to replace a faulty DVR I was sent. I was in and out with a functioning replacement in under 10 minutes. While there were people waiting, there was a number of open stations so the queue was handled very efficiently, and we didnt even have to stand in line. A tablet at the door had us enter our name and we could sit comfortably watching one of the many TVs while waiting just a few minutes to be called. When I was called, the person I talked to was able to exchange the faulty DVR with very little questions asked and was professional the whole time.Consider me impressed, and pleased.

Review №90

2014-12-21 21:35:08

This store is pretty well organized, and the staffs are supportive and friendly. Make sure to choose this store to activate your service instead of the other one: 597 East Calaveras Boulevard, Milpitas, CA 95035, where I experienced a terrible customer service from one of their staffs (I remember his name was Carlos who surprisingly insulted his customer and charged extra fees and costs associated with unrequested services).

Review №91

2018-06-20 23:56:05

High Customer-focus - Excellent ServiceI know. Comcast. Say the word, and people start complaining. Not me. Ive been to this Xfinity Store several times. Mostly to do with my mothers account. (She has Alzheimers, a cruel disease.) This store allowed me to downgrade her remote to a simple device that had few buttons on it without issue. I really appreciated that.Every time I went to this outlet, I was always treated well with friendly and courtesy staff. The system to login and a wait your turn is efficient and techy. Good job there.I especially appreciate Comcast for its technicians that have come to my mothers assisted living quarters to set things up. They have been great! One technician even had his own mother suffer through Alzheimers, so he knew what to expect and how to deal with situation. Now that goes for above and beyond customer service.

Review №92

2014-10-21 04:35:27

If youre somehow able to get a real person on the phone, the probability is 50/50 that they can help you without transferring you three times. Whats more likely is that you spend 45 minutes trying to navigate through their useless automated phone system to find answers. The service from this company is absolutely appalling and, if they didnt have monopolies in so many markets, theyd be out of business years ago. Its very obvious that theyre willing to cut any corner necessary as long as it helps their bottom line.

Review №93

2016-08-03 02:21:58

We came in 5 minutes before closing and Christine helped us within 10 minutes of waiting (there were a bunch of other people waiting too). We needed to get internet for our new apartment and she made the process very straight forward and simple. Thanks Christine!!

Review №94

2015-09-22 01:12:42

I can not believe the service is so bad although I saw lots of negative comments already. I use the internet from last month and pay regularly. But I receive an email today said my billing is overdue and there is more 120 dollars should be payed. I check a few times online and finally found I have two accounts on me, the same addresses and service packages. It is really unbelievable that the staff in the store opened two accounts on me wrongly when I opened the service. They have disconnected the wrong account from me now. But I do not know whether it will effect my credit score. How can they be so stupid!

Review №95

2017-10-02 00:49:21

I opened an account on site and asked the staff what information or number for activating the service. He told me just phone number. After I went back home and installed the equipment, and called the customer service, I was told that I had to provide an account number to activate. I said the staff did not give me that and how I could find out my acct., the customer service replied check the bill......I even did not activate it, he told me to drive back to ask the staff or wait a month for a bill??!! excuse me?! Such a ridiculous service. Suck staff at this site.

Review №96

2021-04-04 00:16:45

Shout out to Talia. Great customer service with lots of helpful information. Made a stressful situation super easy to handle!!! If her manager is reading this, she deserves a raise!!! #831Team

Review №97

2015-11-30 03:45:35

What can I say that hasnt already been said? Signing up for service and getting it installed should not be more painful than a root canal, but with Comcast, it always is. If you still want to deal with this company, get everything in writing and note the names of the people you dealt with, both in person and on the phone. They love to make promises, but keeping them? Not so much.

Review №98

2013-06-06 22:24:13

Can only describe my experience as fair. Was a 30 min wait to return hardware most of which was waiting to get to an associate. I think they need better organization and categorization of issues.

Review №99

2017-06-23 04:00:37

Does anyone on the customer service line/chat line speak English? I just purchased a new modem, but before I did, I talked to a rep to see if it would be compatible. They told me it was; however, they failed to tell me that this modem would be obsolete in a year and that I would have to purchase a new one. I only found out because when I checked my account online, it says my device in not compatible. Its been 2 weeks since I got the new modem. You would think they would have suggested a different modem that would last longer than a year. What a total waste of my time trying to get some answers from a customer service rep today. So disappointed. Definitely going with a different carrier after my 12 months is up. Hire ENGLISH speaking people who live in AMERICA PLEASE!!!!!! Stop your outsourcing!

Review №100

2012-01-14 00:37:01

I came in asked if I could drop off my box and leave. I was told that there were 7 people in front of me,and a 35 min wait. I said that ridiculouls just to drop off and leave. Ya I got smart with the little round name taker. And steped out. When I came back in to sign up to wait. She retaliated by going around me and checking in 3 more people before me. I had to had to ask her twice to sighn me up. And asked her if this is how things work here. She replied with oh so you deccided to sign in...powere trip much...when I got up to the counter I expaind what happen to the rep. admiting the I got a little smart with the name taker. I asked to see the manager. Of course he was unavailble. So I told him that all I ask to be adressed was professional fair attitude from that employee. He responded with well since your here to cancell your service you not a customer any more, and theres really nothing he could do. Wow really I understand being on ther other end I worked customer service for 3 yrs. And even when emotions are high its still your job to be fair, and professional. If you cant handle that then you shouldnt work in customer service!

Review №101

2018-01-29 17:31:13

What can I say, other then Comcast has always been a horrible service provider, and this place just proves it. I went there to collect a modem, the agent immediately handed me one and I was out of there in less than two minutes. I was extremely impressed - until I went home and was unable to get it to work. The genius had given me the wrong model, I had to make a second trip to exchange it. Zero stars for zero competence would have been more appropriate.

Review №102

2022-08-31 02:32:41

Please close this store - its absolutely ridiculous how ruude ppl are here. From front staff to actual person who was helping. Completely ruined my day. Not sure if its for specific time (Tuesday around 7pm)

Review №103

2019-09-09 14:43:10

Long waiting times, nobody greets you upon arrival even though some staff are just roaming. You need to register yourself in order to be called upon. There are no proper signage and We had our service almost after 15 mins of waiting. After we got a representative they told us about an upgrade offer for internet ( broadband) which lets us access xstream for an extra 4$ in every month and we thought ok. But later when we reached home we got a message that it was amounting to extra 22$ with all taxes and stuff. My husband had to revisit the center to get it cancelled. I didnt like the fact that they are trying to sell off upgrades with wrong prices.

Review №104

2016-11-07 01:50:20

I had a great and fast experience there, and the person helping me was very friendly and helpful. I called to get internet setup at my place, and I had it up and running an hour later. Just drove to this store, picked up my modem, went home, plugged it and I was good to go. Fast and easy.

Review №105

2022-04-28 01:43:39

First world problems that people complain about. This store is great and there staff are helpful. If you dont like it go somewhere else.

Review №106

2022-04-04 01:21:21

Wait for a very long time. I just want to return a Flex, which is really not a good product compared with other TV boxes. Xfinity really needs to prepare a drop box and let customers drop devices not needed anymore, not wait in the store, where each customers average service time is over 30minutes.

Review №107

2020-11-19 02:40:51

I had a great experience at the Comcast store today. The socially distanced line out side worked efficiently and when my turn came, service was excellent - I was able to return an old modem and explore options to reduce my monthly bill, ultimately leading to a modem upgrade to the latest and fastest, saving over $100/mo.

Review №108

2018-02-04 02:04:46

They are extremely stupid customer care agents, who cannot even agree with themselves!On phone they said goto store and get ownership transferred. Over there a low IQ lady says cannot do that.Then i asked to remove services from my account from WA. She says, she cant even do that, but IT CAN BE DONE OVER PHONE! how can a full fledged cutomer center be useless than a phone call!

Review №109

2017-03-04 22:49:14

I had the honor to work with Sam, who helped me fix my Modem problems to play various games online. She had sat with me whole time, waiting patiently and did a very good job.TBH she deserves a raise

Review №110

2019-11-02 21:25:06

Surprisingly efficient for device-swaps.They have a good system of queuing and processing customers needing to / advised to swap their equipment, or even surrender. Quite quick way of referencing the equipment (on-device qr-code un/binding to customer)

Review №111

2015-08-11 20:17:47

Absolutely horrible experience. I came here because I have been having internet issues since July 18th so nearly a month. I have had 3 technicians visit since that time and have called their customer service 8+ times and even made an FCC report and got in contact with their Executive Customer Relations Christina M. She closed my FCC report even though I am still experiencing disconnection issues. So I show up and was greeted by a very nice man in dreadlocks then told to wait till my name was called. Their representative Gina called me and refused to hear anything I had to say only insisting that this service center only provided modems and nothing else then literally walked away from me. Her manager had to come talk to me while he was assisting another customer because of how rude and ridiculous this Gina was. He was able to make another technician appointment but never apologized for her rude behavior only saying he will talk to her. I am considering moving from the area because the ISP selection in Mountain View is filled with liars and cheaters who cant even provide their service and treat their customers like garbage.

Review №112

2019-05-18 00:09:32

Horrible customer experience! Three service people on their desk doing nothing. None of them check on me or even make an eye contacy with me..I am here to return equipment, hello can you guys notice me? Ok.. l walked up to one of them, he totally made me feel like l was anoiying him with my present.Xfinity can you train your staff to welcome customers as soon as we enter your locations? After you got my money for over 9 years at least made feel l paid off for some quality service.

Review №113

2022-02-20 14:43:35

Wish I could give 0. The internet guy tried to scam me for using the promotion of 19.99 per month. He told me I had to be qualified for low income to receive the offer. Totally nonsense !

Review №114

2014-03-25 04:04:30

Was happy with the service when I had it. But it got so expensive over the last 2 years. The real ridiculously poor experience was in trying to cancel. Went to the website where they state our agents are availabel 24/7 right next to their 1-800 phone number. But when you call, it says agents are only available during normal business hours. ???? Then I got a chat agent. They shared that only chat agents are available 24/7. Thats fine. But dont put the 24/7 reference next to the phone number then! Put it next to the chat button. Now, when I asked to cancel my service, I was told that only Customer Support on the phones can cancel service, and I would need to call back during normal business hours. Ok, so now Id laugh if I wasnt getting so frustrated. I am in back to back business meetings all day, so dont have time to call into customer service and wait on hold during the day. I asked if I could request an agent to call me at a specified time. The answer was no, that I would have to initiate the call myself. The chat agent themselves were polite. But I shared how unimpressed I was with their employer. The support people may be nice, but the policies put in place by Comcast are horrid. Executive mgmt at Comcast, get it together! Really? 24/7 next to your phone number, and then Im sorry, but our office are closed...please call back during normal business hours. And then to not offer an email address or way to send a request to be called back. Very, very, very poor process, policy and service. You will lose many more customers, and lose the chance to get others if you continue this silly process. Not so impressed I must say.

Review №115

2016-09-09 15:02:24

Went there to return X1 device at noon on Wednesday. I didnt have to wait. The guy helping me was very friendly and helpful. Finished the whole process in five minutes.

Review №116

2023-10-15 22:24:42

Not professional, spending 30min waiting and tell you they cannot do that… waste of time

Review №117

2022-12-23 01:11:46

Terrible customer service. I was trying to access my bills online but they weren’t available on the website. Customer support asked me to visit the store. The representative at the store was very rude. And they were not able to get my bills for me and asked me try it online. Avoid Xfinity and the this store if you can.

Review №118

2021-09-29 12:01:57

Take a seat. Clerk did not adjust for my hearing loss. The installation guy showed up 20 min before I could get home!

Review №119

2017-08-21 22:57:35

You will get intermittent download and upload speeds, and terrible phone support. You will constantly get transferred to someone who can help you, where you get put on hold, then transferred to someone who can help you. The fine print says speeds are up to, too bad the same does not apply to their bills.

Review №120

2022-12-22 21:04:06

Being a 10 year customer I can’t believe how separate the apartments are and how frustrated that not able to solve my issue. This breaks my trust to try to use this service again ever

Review №121

2016-07-05 16:45:10

I dont know about this store but avoided it due to the horrible reviews. However the Westgate store was stellar, super modern, greeted immediately and treated professionally. It took less that 10 minutes and I was out the door with my receipt. Highly recommend this location.

Review №122

2019-09-28 08:13:53

BE AWARE: they will keep charging you even you have canceled the service, and they will not stop no matter how many time they canceled the service.I canceled the service 3 months ago, Xfinity mobile still kept and keeps charging me. I already made 3 attempts to dispute the charges:1. 1st time, to cancel the service, and the other side told me it has been canceled.2. 2nd time, I got charged again, and called them, they told me, oh, oops, we thought you meant suspend, and they canceled it again. It was then truly canceled since I cannot even access my account anymore.3. 3rd time, still getting charged even without the service. I called them again.And the cycle continues.

Review №123

2023-01-03 02:11:43

Great place overall. Although I had to wait for several minutes in line, the specialist helped me complete my query.

Review №124

2022-08-13 01:44:46

I walked in Friday morning, got waited on immediately by a very knowledgeable guy who was able to help me with two different issues. 🌞

Review №125

2019-07-24 00:00:42

STAY AWAY FROM COMCAST WITH ALL YOUR HEART AND ALL YOUR BEING!!!! Evil, thy name is Comcast. I cancelled my account MONTHS ago! AND theyre still billing me for funds I do not owe. I tried EVERY single avenue to resolve the matter with their customer service. But idiot me, I finally managed to speak with a supervisor who said they werent willing to fix the issue. Way to go Comcast!!! You sure are the BEST at resolving issues. Now, Im going to have to file a suit with my local small claims court because the drones at Comcast dont actually listen to their customers or make an effort to have some kind of understanding or meaningful dialogue. Stay away, stay away....I cannot, with all my heart, alert all of you to just simply stay away from this miserable institution. Call someone else...ANYONE else...at the very least theyll at least LIE to you to help you feel like youre getting the attention you deserve as a customer. DONT RUIN YOUR CREDIT SCORE by patronizing this company!! YOU HAVE BEEN WARNED!!!

Review №126

2024-02-04 00:28:36

Friendly agents, quick service!

Review №127

2018-09-24 14:26:47

Made an appointment on the internet. Was served by someone about 45 minutes after my appointment. They clearly forgot me on the list. The system for checking people in completely sucks.

Review №128

2015-09-03 01:49:24

Horrible horrible horrible. I have been here 3 times in the past 2 days and I can confidently say that these people are incompetent. Especially Russ. I waited an hour to see the rep and got the modem and cable box. When i got home, two different technicians confirmed that the rep gave me devices incompatible with my service plan. I came back the next day to explain the situation and talked to Russ, a very confused guy. He could not understand what i was saying. Again, i had to wait a very long time since russ said theres a line and you have to wait like everyone else They did not acknowledge they made a mistake, did not apologize or try to remedy the situation in any way. Thank you comcast for wasting my time with your incompetence. For everyone reading this, go to the service center in san jose. They are speedy, and know what they are doing. Sunnyvale can learn a thing or two.

Review №129

2018-05-07 01:03:14

A decent store. You will need to put your name down on an iPad when you arrive to get into the queue, then you’ll be processed first come, first served. They move fairly quickly and they answered all my questions.

Review №130

2019-02-21 21:36:02

Charged me for early termination fee even though they didnt give me a contract. They tried to charge a hundred or a credit check but I didnt authorize the credit check.Over and over I tell myself not to deal with these guys but some how their sales will offer up false promises that dont hold

Review №131

2016-05-04 12:45:22

Bring your pillow, fully charge cell phone, and magazines. You will be waiting a very long time. You will also have time to meditate or maybe have full session of yoga. Ridiculous wait but you can not carry on since you are stuck waiting.

Review №132

2019-10-04 18:58:47

Worst customer service. They dont even know much their own system. They dont even wanna help. They give you an attitude when you ask them to do anything. I mean why even have a store when you guys are incapable of doing anything.

Review №133

2017-11-14 08:39:32

Been here 3 times. The wait can get long over the weekend, but came one Sunday afternoon and there was no one. Customer service reps are very nice.

Review №134

2014-03-07 18:25:41

My review does not reflect the employees of Comcast, only the company and management that employs them. This service center always has a 30+ min wait. Always. The service center has little organization and their products (xfinity etc.) are poor. Comcast has a monopoly and they need competition. The market is ripe for another company to come in and provide better products and better service.

Review №135

2016-08-14 01:20:25

Just returned from the Comcast store at 717 E El Camino Sunnyvale at 5:20 09/13/2016My husband (David) and I were the third in line, his name was third on the board. Several people came in after us. My husband name was called to station 7. We were there to exchange our remote. All of a sudden another person with the name of David comes up and says it was their turn. Their name was not on the board. The girl at station #7 Jenny (Latin) told us to step aside, that she would help after she helped the other David(also Latin). When she finished with them she TOLD us to go to another service person.This was pretty disturbing to us. We did not know that Comcast service personnel were so RUDEIsnt there some kind of training that the service people go throw ? If they do, there needs some refresher courses that should be provided.

Review №136

2021-06-15 01:55:27

Had the quickest new internet connection experience ever, was in and out in 20 minutes including 10 minutes of waiting time I recommend getting an appointment.Brian was very quick and answered all my questions

Review №137

2022-12-03 02:19:37

Very easy and great staff. Took care of our need, getting new phone very quickly

Review №138

2022-08-26 01:25:20

Brian was more than helpful, This was the fastest sign up ever dealing with Comcast. Hos customer service is 5 stars and grateful to have been helped by him, thanks agian Brian Nicolas Pagsisihan👊

Review №139

2022-02-25 20:43:31

Make an appointment first! On-time, efficient, speedy, friendly and knowledgeable service.Not what I was expecting from most of the other reviews Ive read here.

Review №140

2016-06-16 00:38:06

Good customer service starts with good training of staff. So you cant blame the staff for their shortcomings all the time.After noticing snail speeds on my network every evening (I assumed the culprit was an overloaded network in the evenings when all my neighbors are home and streaming along with TV services stretched to their limits).As suggested by phone tech support, I went in to upgrade my modem (not router) as advised by tech support for slow speeds. When I was convinced by the manager to take a router and dumb it down to a modem (I should have followed my instincts), and tried activating the device as suggested, it didnt work. Turns out the router -m model doesnt play nice with Apple network (Airport devices).So after three trips to the service center, and finally getting a modem-only device, it works as intended. And by WAI, I mean the speeds went from 5-10 Mbps to 210 Mbps, thats great! Until...the evening came, and it all came down to 3 Mbps again. Not the modems s fault, just an over-provisioned, over priced network.

Review №141

2014-09-23 01:28:27

Comcast retail apparently thinks that it is okay to make people wait for 1/2 hour - 1 hour to change out equipment that we pay anywhere from $2-$10 a month for. These are not complex problems. You swap it out. When I asked to a manager, ERIC told me that he was sorta the manager. And then I told him I was disgusted that out of 9 stations, 2 were servicing people and he and his co-worker were laughing and talking in the front desk. He said he just got to work and that he had things to do before helping people. 7 people walked into the store after me. It was a sudden entrance of people. I was #5. You do the math. Each person takes 10 minutes or so. Worse than the DMV. IN fact, I rather go to the DMV. Here is some suggestions...typical queuing theory (many lines versus one line).1. Track what issues you have and how long each case takes.2. If there is an obvious issue that goes quick like simply swapping out equipment, then create a separate line or even a window where all the equipment is available right there, on shelves ready to go. Have people queue up in that line to get just new equipment.3. To decide the issue, ask questions upon the customer entering. You already have the desk and a nifty tool to enter the name of the customer. This seems to happen but inconsistently.4. Make sure there is more than two employees working. You charge a lot, a lot of money for your service, you can hire people. Your retail stores are large and you have 9, count them 9 stations in your Sunnyvale store. The incremental cost of hiring an employee is at this point, just the employee. It is not as if you need a bigger store.5. No laughing, no ignoring customers, no talking. This is serious. People have things to do, places to be. Please dont insult us by talking and not taking the job seriously (ERIC)6. Study your stream of customers, understand peak and non-peak hours. Make sure you are staffed for it correctly.7. I want to see a employees calling for help when they see the line gets too long. Even Safeway or Trader Joes does that. Please visit the stores to see how this works.8. Cross train your employees so they can do multiple jobs so in the case of a burst of customers, someone can bring the line down. In other words, Trader Joes got this one down big time. Anyone at their stores can ring up someone. I will hand you that your system is more complicated than a grocery store but hire smarter people.It really feels as Comcast does not understand customer service 101. You have a good service, you have apparently now good service call times with a small window. Get the retail up to par.You have a monopoly in our area. All other service is subpar compared to yours. I will admit that. Laying down wires is not a cheap process so not too many new comers in this industry. But I promise, the minute there is a new comer to our neighborhood with pretty good service, I will say good-bye to Comcast. You do not have a loyal customer here. Just one that needs your service. Go Elon Musk. Please start your next big adventure. Google works too. Is Comcast brave enough to change my mind?

Review №142

2020-12-07 03:29:27

I am not the biggest fan of Comcast but will give 2 thumbs up to the workers! Quick efficient and I was done with my appointment in 10 minutes! Stay safe and make an appointment

Review №143

2020-08-06 19:20:51

Very accommodating and quick. During covid, my whole family is using much more wifi and I have some dead spots in my house. The xfinity website didnt have Pods available. The store had them!! I was in and out in less than 7 minutes.Friendly staff and quick!

Review №144

2013-09-07 02:03:14

Just stopped by to return an unused piece of equipment after Id already canceled service. I couldnt just drop off the equipment, though. They made me wait in line for 30 minutes so I could give them a modem back.

Review №145

2022-06-03 03:09:17

Gone in 5 times trying to get comcast into my name. paid extra 40 dollars and had shut down. then another bill exrtraTrying to replace mom tv remote. Had no luck will cancel service as had it with no help. Then I went in the fifth time and guy said put me auto pay and there no internet deals. now tv turn off. what is matter with this company.

Review №146

2020-09-09 20:36:49

The service was great! The people were friendly. They got me in and out pretty fast even though there was a line

Review №147

2019-01-22 23:50:34

I dont recommend this office at all!Totally unqualified staff works here. I arrived to country and decided to connect to Xfinity because I had already opened Internet plan here. I came to this office and asked a smartphone line. They took my personal data and told that theres some issue. I got an ask to return in one week. After one week they tried one more time, but it was failed again. And after a few days I got a mail with message that there were hard inquiries! But nobody told me about it. Of course checks were failed because I had just arrived in country.After a few month I opened two lines + I was approved to get two smartphones. I did it through web site.Dont search of help or some info in this office!!!

Review №148

2012-12-09 19:17:12

Not poor-fair, just poor!They expect you to wait around for an hour+ to return a DVR and get a receipt. The last time we just dropped one off at the drop off center after moving out of our old apartment they said it never got returned and we got sent to collections. Calling their customer service team was a complete waste of effort. This location is not staffed to handle the level of customer dissatisfaction generated by this unethical company. Weve been burned twice by Comcast. We will never do business with Comcast again.

Review №149

2021-01-14 22:56:08

1/14/21 returning Xfinity mobile experience with Brian (sales tech) at their new Sunnyvale Store was initially problematic but he seems to trying his best. I will follow up with what transpired afterwards.I am reviewing onthe Google App & not the Yelp today so let’s see...

Review №150

2022-09-30 02:41:44

Keep us waiting and waiting even though there was no customer. Don’t know what they were doing.

Review №151

2021-11-28 23:12:42

I brought in a TV Box to be replaced/upgraded. I was given a new box in shrink wrap. It was NOT provisioned. So when I got home unwrapped it and plugged it in got XRE-10000. It means TV box not activated. Now have to wait for an Xfinity technician to come to my home to activate it!

Review №152

2023-12-23 16:02:09

The worst customer experience and service

Review №153

2015-03-07 00:52:08

This is a review of Comcast generally and not of a particular service center. I recently signed up for service with Comcast. Was told that my bundle would cost me $140 per month. When the bill came, it was for over $220. When I called, the Comcast rep told me that the rep who set me up was only estimating and that my actual monthly fee would be approximately $162 per month. There were a host of one time charges that brought me to over $220 and that no one previously told me about. The rep could not explain all of these.

Review №154

2017-06-16 01:20:38

I returned my modem early as I was moving away and I asked if I could continue to use xfinity wifi until the end of the month when I finally moved out if I kept my account active until then. I was told that wouldnt be a problem. Turns out that was a flat out lie and their system cant support that so Im left paying for 2 more weeks of a service they cant provide.

Review №155

2015-03-11 05:19:41

A complete nightmare! These guys did not setup my account right the first time, I signed up for the 105 Mbps package and the lady mistakenly put in the 50 Mbps package. When I went back to fix it the guy that helped me wanted to charge me more than what I had already agreed to pay for the 105 Mbps bundle, he had to get management approval to give me the rate I had already agreed on with the first person. To top that I got a broken modem, so I had to return it, then the new one I got had a bad cable, so once again I had to go to this place to get it replaced. To make matters even worse there has been 3 technician visits to my house to try to figure out what is broken in my connection, all guys basically fix what the previous did. I am pushed to to go back to ATT, another mediocre ISP.

Review №156

2015-08-28 01:45:19

A whole new level of customer no service, its not this branchs fualt, its comcast and the way the do business. You have to wait couple of hours to return your modem, and you cant cancel business internet via phone, u have to email and they dont reply, so they can ripp you off and suck you out of your money.

Review №157

2017-08-21 14:36:34

Afterward, I always feel like a stop over at Walgreens so I can waste another hour for a 30 second transaction. Easy to see they have a monopoly by the amount of customer wear and tear they can afford and still keep them.

Review №158

2017-03-11 19:35:39

Service at this place awful. Representative here are unfriendly and do not understand customer needs. They dont honor their own deals given to customer and change prices and give pathetic response saying only manager can rectify this and now we dont manager here today.

Review №159

2013-08-16 20:21:35

Was there for about 40 minutes to return some modems, with 15 people in front of us (some people didnt show up which sped up the process quite a bit). Certainly not ideal, but not unreasonable either.

Review №160

2018-08-06 03:04:05

Long wait times, feels like all customer support personel are fixing rates of your plan based on your looks. There is no transparency in how xfinifty is charging for plan, with amount changing widely from customer to customer.

Review №161

2019-04-17 19:48:53

Bad customer service. The support lady didnt provide useful information for the questions I had, because she didnt seem to know their service well. All other support staff also seemed very unprofessional, and couldnt provide help.

Review №162

2017-11-05 16:14:43

I made appointment and still have to wait 10 minutes when I got there. Bad scheduling on Comcast part. Ripped me off on my plan too. I changed to lower plan, but they charged me 50% more a month.

Review №163

2022-03-10 02:53:59

I went to Xfinity store by Comcast in Sunnyvale to pair my new Apple Watch with my IPhone, Andrew Ochoa is the young technician help me to pair my two devices together and resolve the connection issue. All the customer service representative are great and helpful. Thanks.

Review №164

2016-06-27 06:13:02

The workflow logic to register for internet baffles me beyond comprehension. I get it -- its an oligopoly, so it could sort of do whatever it wants.One of many examples: Since I have to order a self-install kit, its shipped to my billing address, which is far away from where I actually need the internet serviced.And then I call the customer service and its AI is so dumb. It cant recognize any voice commands. I tell the computer, I need to update where the self-installation kit is shipped to. The AI responds, Your balance is zero. Awesome.

Review №165

2012-07-19 01:02:32

This place has greatly improved since I last visited 5 years ago. I came in on Wednesday at 5.25pm to return a modem and left

Review №166

2014-06-25 00:32:33

Comcast sent me a digital adapter several years ago for FREE. Now suddenly it starts to charge me for $1.99 per month for that adapter! As a matter of fact, I have never used it because I do not have any analog TV at home, and I am using Dish Network as my TV provider, the reason I have comcast TV included in my account is simply because it is cheaper than just have Comcast Internet. I requested for the adapter years ago simply because it was offered for free at the time.I called Comcast today and talked to two agents, they refused to drop such charge. When I asked to cancel my service, I was told I have to return the adapter in order to cancel my service! What A Joke! A free digital adapter sent out to your customers years ago, now all of your customers have to pay for it and have to return it if cancel service? This is how Comcast does business! So be careful.

Review №167

2020-02-01 05:30:08

By far the worst attitude I’ve seen in any store. The people there look like customers ruined their lives.This guy at the counter literally shoo’d us claiming that he wasn’t working at the time.

Review №168

2018-12-25 00:24:24

Not very customer friendly the staff in there and youll end up having monosyllabic responses. Pathetic customer service with no willingness to go out of the way and help. Avoid at all cost and try and keep the interaction to bare minimum. All youll hear about are the stuffs they cant do and thats a long, very long list.

Review №169

2019-01-23 18:42:05

Tired of paying a high monthly bill and thinking about that advertisement you got in the mail from a competing ISP? Consider paying a visit to your local Xfinity store and asking for a deal to slash your cost. I was pleasantly surprised (and my wait time was less than 10 minutes).

Review №170

2014-06-02 21:00:10

Stephen the guest services guy is a racist guy. I was here for payments related issue. Comcast over charged my account. He did not put me under Payments line, but insisted this is Service related to issue.The service line was a extremely long one.His attitude is in line with stupid crap Comcast is.

Review №171

2022-06-10 22:01:24

Jalen is a wonderful person. My English is not very good, but he still communicated very well with me. it helped me. thank you jalen, thank you Xfinity 👏✨👍

Review №172

2018-09-21 14:54:24

Little short staffed and not enough places to sit. No bathrooms. I was able to drop off and leave but some folks had been waiting for more 30 min.

Review №173

2018-07-12 07:48:17

Got to arrogant representatives two out of three times. They gave me false information. The store manager responded to issues more sensibly.

Review №174

2014-03-12 05:10:15

It actually deserve 0! Disgust company! I was charged rental fee for modem after 8 months using their service! But the modem was I bought from Amazon! They asked me to provide the receipt otherwise they will charge me no matter where I bought it! Thanks to God! I bought it from Amazon! If not, I have no way to find the receipt! I fax it to them! They said they will waive the rental fee! But! Guest what! They continually charged me! I spent lots of time to deal with them! How dare they waste their users times so arbitrarily!

Review №175

2020-07-18 19:26:23

Lets face it. Xfinity/Comcast is essentially a monopoly in the Valley. Dont kid yourself with the ATT fiber to your door talk.Knowing this, their CSRs are not the most pleasant, informed, or motivated to help. I went to 3 stores searching for a 4K cable box because each store told me they were out and couldnt call any of the other stores or view their inventory.All this AFTER being told by a phone sales rep Id have to find one in store because thats the only way to get one and they dont ship them.At the 3rd store I was told I should just call the 800 number to have one sent to me 😡

Review №176

2018-08-30 17:52:48

Good customer service, but I had to wait nearly an hour before I could be served .. Not sure why I cant buy things online ??

Review №177

2015-06-23 00:55:16

The waiting time at store is always 45-60min which they should improve seriously. Lack of customer service and staff does not talk properly to customers properly.

Review №178

2012-01-12 03:49:35

Terrible customer services in biling department. I order services, I got 18+dls for HBO which it was offered free for three month. plus I original placed order for 3 televisions the guy who conected the cable got one box, aparently the lady (comcast lady) who took my order had a hearing problem or was doing something else than talking to me, so end up re-schedule another apointment for the other boxes, the person I spoke with didnt mentioned to me I had to pay for the second connection, which it was a mistake made by a comcast employee. I called ask them why should I have to pay for a mistake that it was made by them in the first place, the biling pernonnel was rude and said any time there is a technician coming to your home youll have to paid their labor bla, bla, bla I got tired wanted to cancel the account but I dont want to have my kids without cartoons....I mean Ill be shopping around for better services, I truly dislike comcast personnel.

Review №179

2023-06-24 20:17:34

Booked appointment. Waited 30 minutes with no one helping us.

Review №180

2019-07-21 19:10:02

I had come to return my cable box and to cancel my service due to a move. They were very friendly when I arrived. I was quite shocked however when the service representative next to me started to talk badly about the customer they just serviced to the representative working with me. It felt unprofessional and left a bad taste in my mouth.

Review №181

2013-11-21 01:02:45

What a rude receptionist, i didnt get her name because she didnt even introduce herself(african-american woman). Walked in, stated what i needed(cable box pick up) she said I dont care! Name?!! I said Its under my girlfriends name her name is..., was quickly interrupted by her, I said,I dont care, I just need your name!!??. WTF...if you are not happy with your job then get another one, preferably not as a receptionist. Good thing the woman who gave me the box was very pleasant and fast(service).

Review №182

2019-11-20 14:28:30

Experience here was awesome. Quick and friendly.

Review №183

2015-10-26 16:41:57

Very inefficient and rude. For 2 mins of work they made me wait more than 90 mins. And in those 2mins they were trying to upsale their service.

Review №184

2019-03-19 18:20:51

Great service. Be patient because it can get busy. These employees deal with so many people.

Review №185

2017-02-17 02:25:23

I think that every time I go here, I get more services, and a lower monthly bill. Friendly, professional staff. I think most people who hate Comcast must call in, because service when walking in has always been exceptional for me. I go to this specific location whenever I need anything Comcast related.

Review №186

2020-02-06 05:24:15

I needed a HD box for my Internet service so to avoid paying $70 for a house call, I drove to the Xfinity store to pick up the package. I was there at 11 AM, and the store was hardly busy. I was in and out in 5 minutes. Staff was friendly and the girl even smiled at me.

Review №187

2022-01-31 18:41:58

Super quick, and easy to return hardware. As difficult as Xfinity is to deal with as a company, this store makes you wonder why they can’t all be this easy.

Review №188

2019-01-05 02:43:16

Lacking of providing correct information to customer and rude attitude sounds like customer ought serve him. Top management should take the issue seriously or one will ruin the reputation of Comcast/Xfinity as whole.From a Long time Customer.

Review №189

2017-06-09 00:24:16

Uninspired customer service. Gentleman idle behind the desk saw me coming but sat there just twiddling his phone until the lady on next desk had the courtesy to offer help.

Review №190

2016-12-22 17:12:54

Sometimes the wait is long, when lots of people go the same time I do, but the service is always good. I have never had an issue that couldnt be resolved.

Review №191

2019-04-30 02:42:38

Worst service ever! The store is the worst. This is just a sales store so if you have any issue they wont help you, they will try to sell you something e.g. a new rental modem if your connection is not working, rather than checking or fixing the issue. You are better off talking to the Xfinity representatives on phone. The store people are not professional at all, very rude if they are not able to sell you something.

Review №192

2018-10-25 21:38:00

Came here to get info, and eventually sign up for my home internet service. All the staff were very nice and friendly. Have nothing to complain about my experience here.

Review №193

2018-07-01 05:53:04

Extremely aggressive and will nickel and dime you all the way out. The sign on contracts on a joke. They took advantage of my older parents through a mail offer. Took MONTHS to resolve...

Review №194

2019-07-24 14:25:44

Hey its Comcast. We all love to hate them. Coming here is challenging at times as sometimes the wait time to be served is long. Got to say though that they provide plenty of comfortable seating for that wait.

Review №195

2012-01-21 15:34:52

I race to pay my bill which I know they close at 6 pm and I got to the door 1 minute to 6 pm and the fat lady at the door locked and shook her head telling me thier closed. Really ! 1 min ??? AWFULL CUSTOMER SERVICE !!!! PLS IT WAS RAINING !!!VERY POOR C.S

Review №196

2020-01-28 04:22:54

I spent today a 30 min driving to Xfinity to move my line from old Apple Watch to new Apple Watch, they told me, that they cannot do it from the Store, I have to call to Customer Support and only Customer Support can help me. I spent 30 min to talk with 3 people from the Customer Support and finally they (Ross 7063) told me that I have to go to Xfinity Store because they cannot do it from the phone, ......now I have to go to the Store again, how much time I should spend before somebody can move the line from Watch 3 to Watch 4?!

Review №197

2018-09-15 17:39:32

Asked specifically for a month-to-month plan and got a 1-year contract instead. Luckily I double-checked my first bill and someone managed to cancel it for me fairly quickly.

Review №198

2018-06-06 03:28:38

Terrible experience - didnt tell us about the multiple requirements needed in order to properly switch our internet from AT&T to Comcast. If your home hasnt been serviced for quite some time with Comcast you might need a professional install buyer beware and ask a lot of questions before making a final purchase from this location. Our reps name was Eric and he chose not to tell us this. Wouldnt recommend using this store if possible.

Review №199

2019-06-09 02:30:39

It feels they just dont want to serve customers.We came to the store to solve the cable modem activation problem. No body came to us when we entered the store. We tried to ask for help from a staff at the counter and was given a phone number to call, which we already tried at home and didnt work. Finally we had to go to another Xfinity store to solve our problem.