XFINITY Store

I am honestly shocked that there are some good reviews here. This place, and this business in general are an absolute joke! Nobody will give you a straight answer, and there will always be hidden charges. The customer service is hands down the worst I have ever witnessed, and the actual services they offer are BS.

Rude, slow, inefficient, just like the rest of Comcast service. Avoid Comcast at all costs if they have any competition in your service area.

Today, I came to this store to creat new account
And employees who work in here are very nice

Terrible customer service. Service rep was very rude, did not give options to assist.

I had no idea that this place gets packed. Stopped by on a Friday midday and there was a line. The good news is there was sufficient staff and even a check-​in process with someone greeting customers on the front door. Everyone was there for a number of things but we were there to get new service. Staff was very friendly and professional. They staff member next to me was helping a difficult customer and he maintained his professionalism. He was only able to take a few moments before the staff member help the next person in line.
Pack your patience and you’ll be fine.

Flash flooding in Houston, modem went out (no phone, internet, cable or wifi). Called customer service who said first available appointment on Thursday,(today is Monday) since I didn’t want to wait that long I braved the storm to go to the store that would be open late but was still going to open. Only to sit there for 30 minutes seeing them set up and for 12pm to hit and someone come post a note in the window saying they are closed today due to weather. REALLY? You are already here and if for nothing else there are two people whom you’ve seen sitting here over 30 min, swap the boxes. Terrible!

Had a great experience today. Needed a new box because I changed my service and I was in and out in less than 5 minutes. Great customer service!

Lacey was friendly, professional and listened to my issue and resolved the issue quickly and with no pain to me. She exceeded my expectations and this was my first time in this location and I was blown away by the legendary customer service I experienced.

Long wait time while the lady who checks you in, apparently her only duty, it propped up on the counter watching tv.
Unbelievable!
Don’t forget about the blonde woman hiding behind stacks of boxes to avoid helping customers.

I was surprised that I was able to go in and get my issue resolved. They had did a bait and switch which increased my bill by $ 50 when I was told it was going to go down. I called Monday but was not able to get into the store until Friday. After about 30 – 40 min my accounted was corrected and all was good. I was shocked! I was expecting what I received on the phone no resolution. So I say good work!

Long story short, we’ve been out of cable since Friday thanks to AT&T, so we cancelled our service with them and decided to try Xfinity.
Before anything, we called customer service, the gentleman that helped us was very sweet, set up our connection date for this Thursday. Then my boyfriend decided to ask if we could just go pick up a box and install it ourselves to make it happen faster. The customer service guy said we could definitely do that and gave us the address to this place. We asked what time they closed he said 7pm. Once again, the gentleman (whose name I forgot) was a sweetheart and very helpful. So this rant isn’t about their customer service phone representatives.
Moving forward, my boyfriend got out of work close to 5:30, we drove to that Xfinity store, got there a little past 6. To our surprise, the store was CLOSED. As we check for the store hours we notice that there was a typed note outside stating that the store was closed early due to a «store meeting». We peered inside and nothing, pitch black. The store was empty. As my boyfriend and I are walking back to our car (disappointed and all that good stuff) we see a young man wearing an Xfinity uniform inside of a car, as we got closer, my boyfriend noticed that the young man was sitting in the driver’s seat rolling a blunt. Yup! You read correctly, the store was closed early and that’s what THEIR employee was doing outside of the closed store instead of being inside and making a sell.
We are without a doubt, utterly disappointed. I will be calling corporate today, because we live a good distance from their store, so that was wasted time and gas. Hopefully they can rectify this situation.

We had occasion to visit this location twice … once to upgrade our son’s service, the other to replace our defective equipment. Each time we were treated courteously and respectfully. Regardless of how other customers acted (and several were downright rude and offensive) the employees remained non-​confrontational, and tried to keep matters under control. If there’s one job I wouldn’t want, that’s the one!
The system is a bit cumbersome, and could be refined … but that’s what they have to work with, and they do well with it.

Comcast is an excellent example of what no competition does to both quality and services. After taking a number and waiting in the store to be called. I’ve made several trips to this store because they’ve given me defective equipment that consumed hours on end. Want a channel guide? Better print one! You’ll be lucky to get a photocopy if the staff doesn’t tell you they only have one copy. I needed a cablecard, $ 10.00/mo on top of your bill for a card that cost less the that to make and was made in 2009! Comcast is a horrible and underperforming company that knows it doesn’t have to provide good service or competitive prices. Really wish Google was available in the Swamp City of Houston.

Unlike the annoying experiences I have when I call Comcast for help I was pleasantly surprised and pleased of the awesome experience I got as soon as I walked through the door.
I had to return some equipment, and there’s a service center conveniently located by my office so I dropped in recently. The moment I walked in I was greeted by an employee who asked why I was there. She then walked me through checking in and getting a number to wait in line. They are divided into two sections — make a payment and returning equipment — which I think is such a great idea. The equipment line moved a lot quicker because of this. As you wait, there is a big screen TV to enjoy.
I was assisted within 10 minutes of arriving — good thing, too, because I was on my lunch break. The service representative took note of my equipment, and I was done in five minutes. I asked him if there is any way to lower my bill, and he said it is always best to come into a store front for help with that because it is better to go over it one on one, and you can get a better deal. Good to know!
If I had to choose calling versus going into this location the next time I need something, I would definitely make the short drive here!

I experienced quick, friendly customer service at this Xfinity location, and I suppose that’s the important part of writing this review. My main qualm with Comcast/​Xfinity is that when you bring up deals you saw online the same day, the representatives look at you like they’ve never heard of it, and none of them are valid. Same thing with calling in. When your online, phone, and in-​person deals are completely inconsistent, you end up with confused representatives and frustrated customers. So let’s work on that.

I never thought I’d wistfully pine for Time Warner cable til I walked into the wretched mess that is the comcast xfinity store on Voss in Houston. Horrible. Masses of waiting customers and not enough places to sit. Mind numbing wait time and curt clerk on the check in station. Hideous. Customer service clearly not any kind of priority.

It’s not the store, it’s the service.
To make ATT look like an upstanding cable company, you have to try really, really hard. Shitty customer service, long wait times, shitty customer service, long wait times, deliberate lies from the customer service, shitty customer service, shitty attitude, and oh, have I mentioned shitty customer service?

Horrible company. The only reason Comcast remains in business is because they are the only option for cable in many parts of the city. On this day, I waited 45 minutes just to return equipment. Did I walk into a USPS or DMV?
Why do they make you pull a ticket and wait so long to return equipment? Can they not have a self service station to scan and drop it off?
Every 6 months they try to increase my rate and I have to call and request cancelation. It is only then that I am offered another promotional rate or the «privilege» to lock in to a two year contract.
Google Fiber, pleeeeeaase come to Houston. Comcast desperately needs some competition!

I have been here three times and each experience has been the same.
I’m here on a Saturday, the day that most people are here, to return equipment. The customer service model is so poor that there are 11 stations with only 4 employees handling customers. There is standing room only in this place because they are so slow.
They also don’t seem concerned at all about hurrying. In between customers two of the employees just spend a couple minutes talking to one another without helping any other customers.
I’m so glad I am no longer having to use this service and that this is an equipment return.

Having a monopoly and looking to be a bigger monopoly if their merger goes through is treating Comcast nicely. They absolutely don’t care. There were 20 people ahead of me when I came here and after a half hour, I’m down to number 10 so that should tell you how hard working the 20 or so people who work here are.
All I want to do is drop off a modem we were renting at work (I highly recommend buying your own from newegg or somewhere). I’m lucky enough to not use them at home nor at my mother’s home so this only a one time thing I hope. I will also do my best to hold out as long as I can as a cord cutter.
*edit*
So after about 45 minutes they got to me and took the old modem, but told me since it was a Comcast Business account, I’d have to call customer service to have them remove the rental fee. I called and they told me it would take 3 days before they get the returned part in the warehouse (even though it was already confirmed returned at the store) so who knows whether it was taken off or not.
*edit #2*
It was odd that out of the 20 or so people who worked there, 19 of them were the same race. Not saying this anything to do with service but it’s really odd to not have any diversity.