XFINITY Store

Avoid this store and this service, if possible. Disorganized, long lines just to return equipment. Who ever thought this system seriously needs to reconsider this unorganized, ridiculous mess. Waiting behind 75 people in line on weekday. Please respect peoples time and open more stores or better yet; impliment a more realistic return system.
The dmv next door is less crowded and is a funpark compared to this place.

Go to an Apple Store, jammed with happy shoppers from a company that understands competition. Go to this Comcast store and you would think you found zombies. No customer service. No smiles. Long lines. Very poor set up. Have you heard of Apple stores making appointments on line. Nope I guess not. I wish I had an alternative.

Amazingly BAD customer service. 45 minute wait, no where to sit, no public washroom. No one to greet customers & those standing at the counter are ignoring new customers. There isnt even a place for the elderly to sit. The couple in front of us have been standing for 40 mins & I’m pretty sire they r on their 70’s. The have 3 people (including the manager) standing in front of all of us breaking down boxes. I wish i could add pictures. Hello AT&T! I’m done with comcast!

I’ve never seen so many pissed off people in my life. Does anyone come out of the Xfinity store feeling good about their experience? I sure didn’t. It’s bad enough Comcast is ripping everyone off… We don’t all need to wait an hour in line on top of that. Hire some more employees!!!
I waited 45 minutes simply to return equipment. My account was already closed it took them about 2 minutes to check in the box and print me a receipt. The guy there was really nice but up until that point it was miserable.
The people working at the front desk to check people in were so incompetent it was unbelievable. At one point I was about 20^th in line and just standing at the desk waiting while other people were checking in and their «system went down». Ok, it’s a f****** iPad with a webpage you sign in on. I’d be willing to bet that a simple refresh would have done the trick. The girl standing there had nothing valuable to add to the situation. The guy was quick thinking and pulled out his school notebook to start checking people in manually. Needless to say, no one had confidence that that would go well.
There was a guy who came up to the counter twice to tell them his name wasn’t on the screen (before the «system went down») and he was worried that he’d never be helped. The first time the girl told him not to worry, they’d get to him eventually. The second time the guy said his sign in must not have gone through so he’d have to get back in line. I would have flipped the desk if I were him. He patiently signed back in and said it was no trouble. The guy working said he’d try to see if he could move him up in line but he didn’t «try» to do anything as long as I was standing there. Complete BS.
Overall, Comcast looses big time for customer service. I had their service for 2 years and was glad to be rid of them (my new place only has AT&T so it was an easy cancellation). Do whatever you can to get a discount. Your fees go directly into their bottom line so the higher up the chain you go, the more money they can give you off your bill. Good luck.

I came in to return a modem, pay my bill, get new remotes and to get a new cable box. I came in took a number waited about 20 minutes. The place was extremely busy but the line moved quickly. I went to the counter and was very helped by Mickey (thumbs up). He was super nice and helpful. He even walked over to the kiosk and put my cash in to pay my bill. Apparently you can just go to one of those and pay your bill. He even checked the account to make sure I was getting the best deal and added some bonuses that were available.
I’m not sure why there are so many bad reviews it really was not a bad experience at all. I actually would go in again before I called costumer service…

Would give this location a 0 star if i could. I went to this location to exchange the old TV box for the new updated one as i was continuously getting messages on the TV screen saying my equipment was old. Had my box for 10 years and had no problem. Waited in line for 45 min, got the box replaced. Thought it was great. Little i knew. Opened up the box at home. Could not make it work for several hours. It would just not turn on. The remote control straight out of poly bag was a dirty dirty piece with food spots and scratches all over. The batteries were loose in the back and were shifting back and forth so the remote control really did not work even when the box lit up. I guess this is what you get for being a premium client of Comcast! Called their Customer center. Was assured that it will be fixed. Went back today! Nasty Nasty attitude by a tech leader Ming who claims that corporate customer service does not have an authority over the stores and she has the right to run things based on the «procedures» at the store. The fact that i already spent 45 min waiting for a garbage pcs of equipment yesterday made no difference to her. You dont feel like a valuable client of Comcast when you walk in. You feel that you did make a mistake being nice by going back and saving comcast money on shipping the equipment to your home and getting credit for the issues.
BIG MISTAKE!!! WILL NOT GO BACK TO THIS STORE. And will escalate the issues to corporate comcast as this is their front line tier that is supposed to be functional and apologetic for giving out nasty poor quality equipment. Not having an attitude «this is how i run the business here».

1 hour wait regardless of issue. Returning equipment is treated no differently than any other issue. I counted 36 people waiting and 5 employees. Quite a bit of people walk out as soon as they hear the wait time.

Store opens at noon on Sunday and there is a line outside when I got here at 11:40am. Get here early!

If you go early you are in for a wait please bring something to occupy yourself. The people are nice and sense a bit of professionalism but it’s Comcast so the history reputation does exceeds itself

Sooo I walk in, try to explain to the guy at the counter what I was told this past Sunday, and am told I can’t see her Aletha K in front of anyone else because it’s «special treatment.»
(Well, RIGHT… IF you didn’t know the story, buuut you didn’t ask, sooo if you’re going to be a presumptuous d! ck who jumps straight to conclusions, let me school you…). Jag.
I show him her card and reiterate what I was told. He tells me he doesn’t have the «authority» to expedite the process for me. I ask to speak to a manager or supervisor, then, because this is NOT what was communicated to me when I wasted 2 hours of my life here on Sunday. He goes off to the back room and comes back saying that Aletha K isn’t even there.
Ridiculous. So, so ridiculous.
So how long am I going to wait now? «5 minutes» is what I’m told.
(My name isn’t spelled «Genifer» either, dude.)
The wait was a bit more, of course. The nice female rep I saw, though, deescalated things a bit with a speedy transaction that only required a signature, no late charge applied, and no dumb questions about why I was there. Done and DONE.
The other bright side is that the Comcast repair dude who came out a few days ago fixed the issue and made sure I wouldn’t be charged. He and the female rep (today) are the ONLY reason I’m retaining 3 stars here; otherwise I’d be on the 1-​star bandwagon with everyone else.

Hellish service. As I’m sure many know, it goes down quite often. The prices are insanely expensive… and go up & up & up! When I moved into my new apartment in May, it took them 4 visits to get my service hooked up. :(
When I called to cancel my service, the lady started yelling at me. I was sitting at my desk at work so was normal & calm… it was a very strange experience. I finally said to her — I’m sorry, but you are being very mean to me. I’m going to go in person to cancel.
I’m way sad they closed the Rolling Meadows location where it wasn’t an insane wait and the staff was all super friendly.
This location is a nightmare. It’s so incredibly busy and employees are hit or miss. When I walked in on a weekday, I was told the wait was 40 minutes and they tried to convince me not to wait. He said I could mail in my equipment & call to cancel. Heck nah I ain’t going through the phone nightmare again. The wait ended up being 1 hour & 20 minutes, not 40… so whatever wait they tell you, double it.
I am so thankful I am now in an area where I have options other than this monopolizing horror company. I’ll never go with Comcast again.

I have rather mixed feelings about this place. The employee here who serviced me was a really sweet lady who was super friendly and funny. Truly an asset to the company she works for. That being said…
Comcast/​XFINITY is one of the most hated companies in America, and with good reason.
Lets see:
— Ever increasing fees for modem rentals
— Ever increasing hidden fees for «broadcast tv surcharge, etc»
— Cutting out channels while raising the advertised rate
— Failing to properly connect the TV spliter inside our home
— Screwy billing that you have to watch like a hawk so they don’t screw you
— Data caps in some markets that they are trying to rollout nationwide, including to Chicagoland to force you use their bloated TV service inside of allow you to use Netflix, Hulu, Youtube, etc. for unlimited data, the way it should be
— Monopolistic franchise agreements with the city that stifle competition
In short, Comcast is a major scrooge of a company that is easily fit for a Charles Dickens villian, namely a Christmas Carol where everyone gets a lump of coal and likes it due to lack of competition in our area.
Bah humbug to you Comcast!

Customer service is not bad here the employee is willing to help and listen reason for 3 stars is due to the very long wait times almost always up too 45 min long! They could get more workers due to the amount of customers they have coming in and out at the store.
Like I said the staff is very helpful I’ve had not problems in getting help. You do have to get a number before you do anything and will be called accordingly.
The efficiency of the store is not the best but it sure beats holding on the phone and at least this way you can exchange your receiver and get the equipment right away that you need instead of waiting by mail

Super busy store that is seriously understaffed. My issue, there are 14 people in front of me waiting, with only FOUR store employees. I feel even worse for the 8 people behind me. After 73 minutes of waiting, it’s my turn. Staff is nice. It’s not their fault I realize, just insane to wait so long.

Went there with a broken remote and a 5 year old. As I got closer to the store I saw how busy it was inside and started to sweat a bit. The greeter at the front desk swapped out my remote instantly and we were on our way. Shocking.
Nice job Xfinity.

When you have a monopoly you can provide crap customer service and people are more than willing to say «thank you sir, may I have another.» I’m not one for expanded regulation, but these a-​holes should be fined for the crap customer service they provide.

(This review is not for Comcast as a whole, but specifically for this store location.)
After several weeks of frustrating contacts with Comcast (ordered online, called costumer service 3x, used customer service on twitter, had an installer come out, then deal with customer service on chat), my attempts to get help getting our X1 order correct started to get down right absurd. I finally just decided to go to the Xfinity store.
I went in on my lunch break, around 1pm, and was helped by Jose. He was able to straighten everything out within minutes, get my service package sorted out, and I even ended up saving money. All that with a smile and plenty of patience. I was out of there in 10, maybe 15 minutes. After three weeks of trying everything BUT, I’m kicking myself for not just going in to talk to somebody face-​to-​face to begin with. Lesson learned. If you need to get something done with Comcast, face-​to-​face is the way to go.

Imagine renting a hotel room. The hotel room for the first night is a pretty reasonable rate & then the second it skyrockets & when you go to the front desk to complain they throw fecal matter at you. As they throw the fecal matter at you they laugh because there really isn’t anything that you can do. You can ask to speak to their manager but then the manager comes out with a new bucket of fecal matter & just throws it at you.
That is literally what dealing with this company is like. Take the money that you were going to spend on your monthly Comcast bill & spend it on food you don’t like, go visit people you don’t like or buy something that you really don’t like because it would probably be money better spent that dealing with this company of ghouls & goblins.
This company makes K-​Mart look like a 5 star customer service company.
The best thing that I did was get rid of Comcast after twenty plus years & I switched to U-​Verse. Don’t get me wrong it is the same scam & just as much of a rip off but at least the customer service is a lot better.
Overall they try to say that they have the best deals & service with their commercials but it’s all a marketing ploy. If you want a better deal you have to haggle & wait on hold for an extended period of time. The customer service for this company might be the worst in all of the land. Get rid of Comcast & switch to a different cable provider. The customer service alone will be worth the switch.

This is for Service and Tech of Xfinity/​Comcast, not a store, but I don’t see on Unilocal where to put this — perhaps a Moderator of Unilocal can move this to the best spot.
May 29^th, 2015
Installer arrived very close to on time (so in my book, on time), told me that this (my account) was supposed to be a «reconnect», it was not — I do not recall our home ever having Comcast, but may have had at the location, just not with us, and was prbably more an internal communication than for me. So, he called HQ to have the order changed to «new». No one mentioned to me, when ordering by phone, that ours would be a «reconnect».
Installed, at first
was showing the ARRIS TM822 (not even an a or a g?! SHows up ionline as a G, but is in fact NOT) modem as being located in Wyoming, then Montana — Saturday last revealed the Modem being too close for comfort («fixed» that issue ASAP)
Bandwidth is «HighSpeed Internet with Blast» (‘Blast’ is a 10.00 ADD ON to HighSpeed Internet, and they do NOT tell you that up front, you find that on your first ACTUAL bill, not on the estimate they email you before then)
«Not enough burial cable was on the truck», so flycable was used from pole to previous DTV sat position (re-​using a smaller gauge cable to complete), made install much faster than flying the cable — which I said I «would prefer you fly it, but you’re the expert!» Installer wisely recommended the opposite: bury it. So he drops fly cable from pole connect, down, across alongside of but not OVER sewer line I knew was underground, I later marked, but across the lawn … That was May29th. Installer informed me, after I asked, that the company that buries cables handles all of that JULIE stuff”. I say fine.
June 4^th, burial cable company (ALWAYS contracted out by Comcast) arrived before noon (?), I wasn’t there, no need to be, when I got home, small property items at rear of house were indiscriminately disturbed, not returned to their original state, no matter, wasn’t much of a mess, but was unprofessional. The bury of the cable was NOWHERE NEAR EARLIER INDICATED — I had marked out the cable for neighbor kids and pet safety, just in case.
JULIE was not contacted, no flags or paint were present at site. Generally the homeowner is responsible for calling JULIE and why I initially asked! The cable was buried 3 inches below topsoil (normal, but stupid for Comcast as they can not charge you for damage to their cables they or their agents did not bury at least 12″ below topsoil).
The trench for «the bury» (industry jargon I just made up) was a large completely unnecessary arc from pole base to «NETPOP» if you will pardon the jargon (I did not make that up), AWAITING A PROPER CONNECTION. Orange (burial) cable is looped up at pole insertion point ON THE POLE and other end at the home connect point right along side of the lain flycablefly — being connected and giving me service June 7^th.
NOTE TO SELF: JULIE may not in fact need to be contacted for anything buried that shallow? I am not the expert on that.
June 6^th, before i started to type this diatribe. I received MY FIRST XFINITY bill. A 20.00 charge of Software installation on it? «…I will be calling for its removal, or be late 20.00 for every bill going forward — a matter of principle since i was NEVER informed PRIOR to receiving email of estimated bill of such a charge.». Over the phone nonsense. I wont be paying that, but, wait, there’s more!
I called — a while ago now — to see «what happened? Why wasn’t the burial cable now giving me service? Why is the flown cable still laying across our lawn?» I was told that a «…Special Request had not been ordered…», I am pissed now, still pissed, more pissed, I am (thankfully) transferred to a Super to have an «SR filled out properly and work «was then «scheduled for June 16^th». I yell’ «SIXTEENTH!?» Well, I don’t use the passive voice well here. So, I says to the Comcast Supervisor, I says, «I will have this taken care of by 8pm Tuesday June 9^th otherwise I will call at 8:01pm that night to cancel all service.» Fair warning, I assure you.
On hold for a brief moment,.then
«sir, I have escalated this for you and your appointment will occur [tomorrow by now?] Monday, June 8^th sometime between 8am and 8pm with a half hour to 45 minute lead time — YOU, dear reader (if you are still awake) might be thinking, oh no she dint?! I taint gonna sit around no house of mine all day to have something corrected that I don’t need to be around for!
Hopefully, by 8:00pm Tuesday June 9^th, this issue will be connected.
NOT TO SELF: Xfinity, get your stuff together here on CORPORATE INTRA-​COMMUNICATION AND EMPOWERING SUPERs TO SEND ORDER CONFIRMATIONS to customers. You probably need to do that already for business customers, amiright?!
What are the real issues here? I, ME, I was the one who had to call to get this corrected, the CR was NEVER FILLED on Comcast’s end AND Comcast did not call JULIE.

I know I’m going to eat crow on this 4-​star rating in 12 months when I forget to cancel our service before our rate increases to a zillion dollars a month, but this store took care of our minor issue and gave me candy in return so we’re friends now.
And it wasn’t just any candy, yo. It was freakin’ Red Hots. Do you know how much I love those spicy, cinnamon-​y gems? Like thiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiiis much (which is a lot compared to how much I like most things).
We also got a glasses wipe-​y cloth and vouchers for free White Sox tickets, and though I hate sports and will likely never use them, it was a nice gesture and the woman who gave them to us spoke to me like my boyfriend was a single Dad and I was his slow child, but for whatever reason I really liked it… maybe it was just the candy talking though.
We initially came here because Comcast sent us a giant-​ass box of stuff we explicitly asked them not to send, as our place is about the size of a toddler’s thumbnail and we don’t have room any excess of sh*t we don’t absolutely need. So they sent us this giant box of multiple cable boxes for whatever reason… as if we could afford multiple televisions or a place large enough to house them, and said we needed to return them to the store, which just so happened to be in the same strip mall as The Men’s Warehouse (where my dude needed to get fitted for a tux) and REI (where I like to d*ck around for hours on end) so I knew that no matter what our visit to Xfinity entailed, that the trip as a whole wouldn’t be a total loss.
Inside the store is like a mix of the Verizon and Microsoft stores and the staff working on a Sunday midday were wholly inviting and pleasant and even though the store was packed, we maybe waited a total of 18 seconds before we got assigned a member of the staff to help us out and give me candy.
I realize that I might be the first person ever to not have a completely horrid experience with Comcast, and if I die and that’s my claim to fame I’d be okay with it… plus I have basic cable… so there’s that.