First time here to exchange their analog - digital box. The swap went fine. Trying to get the corporate people to help was not a short easy.

Well I went into the Xfinity Originals place that was listed in the address change what they told no one when I arrived at this Xfinity I was greeted by someone who had absolutely no knowledge of what was going on by the time I was done I have spent most of the money that I intended to say she still didnt get what I wanted other than a new box I suggested Xfinity train their employees and stop worrying about taking the money and making sure everything works right. If my mobile service for my telephone had Wireless in my neighborhood Id be switching but thats all I can tell you at the moment other Xfinity stores are better but this one is definitely out of the way and needs to improve

Was just there yesterday..I HAVE NOTHING BUT GREAT, GREAT GREAT!The people there are very knowledgeable and polite.GREAT SERVICE!I recommend, anyone that has any issues w/ your phone and cant fix the problem ...GO TO THESE GUYS!!!😃*****

In and out within 5 minutes of my appointment time. Courteous employees from start to finish.

Took a LONG time with no one ahead of me, just to pick-up something I ordered, only to find out my account order was not complete and the price I agreed to originally for service, increased by $40Week later, next in line, waiting a 30 minutes so far, and still waiting!Also, it is 99.3° in here, (84° outside)

My experience was very good. I was completely comfortable speaking with Adam. I had a issue that he resolved very quickly. Great customer service !!! Keep this guy here

Nothing against this store or its employees but corporate comcast has the worst customer service ever. Im ashamed to have signed a contract with them.

Worst Service ever. I have never waited less then 40 minutes to talk to a person. Mega Corp makes you wait on the phone, and in person. I feel sorry for the employees. They must get dumped on all the time because of the mistakes the company makes on billing and your account. Never had a good experience with them. The only reason I keep the service is they have a monopoly on fast internet service. Comcast used to have much better customer service prior to Xfinity. Also beware inside here. The smart flu exists and you must wear a mask or else.

Just walked out. Waited for service to change phone plan. Young lady was helpful although could not “sell” any products. Huh? Called a sales member after 10 mins no one came. Apparently everyone’s on lunch at 2 in the afternoon. Moving along to next provider.

Very good customer service, long wait times.

We got there right when they opened and Loretta took care of us with our upgraded modem and replaced a bad bedroom cable box. Alex checked in our old equipment easily. Way better experience than past.

Clearly working hard. It can be obvious when people are working with customers that regularly put them through the ringer. My experience was quick, courteous, and my issue was resolved. I came in because I had a cable box that wasnt putting out an HD signal.

They were awesome. I just walked in and they handled my needs fast and were able to explain anything and answer any questions I had. A+++

Thank you Comcast for making me switch email providers! After deleting my email Ive had for 25+ years due to some error no one can figure out and waiting on the phone for hours Ive decided to just use friggin google. You guys are the best from broken english customer service to hanging up on hold you guys are just like every other monopoly. I know you dont care because you have millions of other customers! Good for you! E A D!

No issues. Best service ever. Great customer service with my iphone and cable service. Super fast and easy transactions.

DO NOT I REPEAT DO NOT EVER GO HERE THEY TREAT CUSTOMERS WITH ABSOLUTELY NO RESPECT THEY DONT EVEN KNOW HOW TO UPGRADE A CUSTOMER ADAM & TYLER HAVE NO IDEA HOW TO DO THEIR JOB THIS LOCATION NEEDS TO BE SHUT DOWN OR NEW EMPLOYEES ARE NEEDED ONES WHO ARE MORE PROFESSIONAL AND TREAT THE CUSTOMERS WITH RESPECT SO DONT EVEN BOTHER WASTING YOUR TIME

I went in to exchange a cable box. Greeted at the door by an employee who took my name and number and instructed me to wait in my car to be called in for service. Approximate wait time 25-30 minutes. An hour later I was still waiting so went back to the door. This time the employee was gone and people were just walking in and being helped. I followed someone in, waited five minutes and exchanged the equipment. Got a text message two hours later informing me it was my turn and to come back into the store. After all that it turns out they gave me the wrong box. Discovered by the technician that was sent out after an hour on the phone with tech support. Then I got a $100 charge on my bill for the technician that had to come out and correct the stores error. After another hour trying unsuccessfully to reach customer service I just gave up, canceled all my Xfinity services and switched to another company. I was a 20 year customer lost because they cant get their customer service right. Id give them zero stars if possible.

Needed to replace some equipment. It was quick and easy

It seemed like they were understaffed. The people there were pretty nice.

Not sure if the employees or under paid or over worked But my experience was unprofessional. Some of the employees have lil experience about the product, and services. They also lied and told me I would receive my items in the mail in 48hrs, well yeah 48hrs after 1month has passed, when I went back the next day to see if I could get it sooner they said I couldn’t because i had missed the window. I could buy the same item and when it gets delivered within a month I could cancel it. WHAT KIND OF SENSE DOES THAT MAKE. So I called in to customer service and they canceled it. I went back got the item I wanted and said it will only take 48hrs. This time it actually was 48hrs, however they sent it to an old address in the system. What the heck!!! I get my bill, etc to the current address but not this. The guy didn’t even clarify the address, but I betcha he got his commission twice! Welp never again, what a mess.

Ordered everything ahead of time only to wait over an hour for someone to check me out that took them 5 minutes. Very rude service from the young man checking us out on top of it.

Very helpful. Thanks

Just wanted to return a flex box. Insisted I needed to wait in line behind 8 other customers. The customer service rep just wouldnt take it

Disgusting how neglectful they are! How many requests does it take for you guys to DO YOUR JOB!?!?! I am reporting company to corporate, as well as other agencies.

Appointments are easy to arrange. Check-in is efficient. Although Fall and Winter weather may provide a challenge to the current operation outside the store. I requested a change in service and all went smoothly. I am trusting that my next bill will accurately reflect the changes made.I am not happy about the policy of paying a monthly modem rental fee. After a certain amount of monthly payments have been made on a modem, I believe the charge should be phased out. This charge is just a way to pad the bill. Such charges reflect back to Ma Bell days when customers had to pay a charge on their landline phones.Very happy, however, that Xfinity continues to provide Norton. This was a factor in my decision not to switch to their competitor.

Super happy with the service provided today!! Thank you!!

Quick reliable service. Always a pleasant visit. Been with comcast for many years.Just picked up the S21 Ultra. In and out in under 12 minutes. Thanks Xfinity!!

Horrible service do not recommend to anyone

Great service by Brandon, solved my issues in less then 30 mins vs Amy at customer service call center which took that long just to discover that the issue was above her pay grade. She refused to release the call to the retention department. Great job Brandon! Thanks for your patience and dedication.

Wife stopped in to p/u xfi pod. Staff was quick and not offering any info on pod vs Wi-Fi extender.

Switching mobile plan from Verizon to Xfinity Mobile was the easiest, most painless process I have experienced in years. We were in and out in less than 30 minutes. Efficient service notwithstanding the distancing restrictions. Well informed employees and no attempt to upsell. Definitely deserves 5 stars.

Folks friendly, had item requested on 2nd visit. Issue resolved.

If there was a way to give them a zero I would have definitely, Not only was the wait long which I can understand that, but the person I dealt with was very rude and did not seem concerned at all with overcharging me hundreds of dollars.

Extremely disappointed in the customer service and support that they give. Due to them not doing their job properly the first time, we were without service for 4 days. My second trip there was not much better. Had to have a technician come out. When I asked what the issue was he said it was just a code he had to call in. When my husband asked the same question, he said it was the cables not being installed correctly. Now my third trip was to return the old router box and get a new one for another room. Needless to say, after hours upon hours on the phone and no service on that TV, I was told the box was bad and I had to get a new one. So again I had to go back and try and email the problem. It should have been in the notes, but the 3 people I spoke with said there were no notes at all on anything. Not even the previous times I was in. Why oh why did I renew for 2 years.

Excellent, Service treated wonderfully.

The service here was great and everyone was warm and inviting. This is great because this is way better than the service you receive by calling the 1800 number. Despite covid complicating things, everyone is joyful and kind with the customers truly showing us that they appreciate us choosing them over other providers. They always go above and beyond to help people here.

I prefer going to this location always i just feel i get a true and honest answer. I feel they always find the best plan for youre needs. Thank you so much for youre honesty. Shelby you were great and thank you for everything.

Quick Service was in and out in minutes quick exchange and it fixed my TVs

My first positive experience with dealing with Comcast. My rep fixed my problem and saved me money. I will never use their 800 number again.

I am still in line writing this message. I guess they didnt consider helping customers at this store. Weird business chocie.

Xfinity didnt set up my cable right, when I told them it wasnt working they want me to pay $100 for a technician to come and fix their mistake. Go anywhere else on gods green earth.

TERRIBLE SERVICE! Raises prices without notice and impossible to get a hold of!

Dont ever get their mobile phone service! The phone arrived today at my house Ive called twice and went there and the phone still doesnt work!

Dan was a great help. He took the time to make sure my DVR box was Dolby Atmos as I just bought a new sound bar with this feature, and wanted to take advantage of it. Thanks!

Great customer assistance, really helped us understand what we need to get the best pictures and wifi.

I had went into the store today to swap some old equipment. Was told by Comcast to do so. I’ve been a loyal customer for 10 years now. I had waited about an hour with my two little kids. Finally get called and they won’t swap out my old equipment. When on my account all notes from phone calls were on there. Which stated to swap out for more updated equipment. This lady was not helpful, would not exchange or even try to help me. I’ve never been so disrespected or have been treated that way. I will never step foot in this store again. Check how your employees treat your customers. They could be a lot more helpful also.

Very helpful and quick. Was very. Surprised

I have been inside for on hour and doesn’t look good, not enough employees

With an appointment I was helped immediately and it was not a painful experience at all.

Shelby and Brandon are stellar at what they do, best in the business! I went in to switch out (1) cable box and ended up leaving with 2 new boxes to update my old ones and am now saving over $40/month on my bill!! Definitely got more than what I was expecting!Thanks So Much!!Signed, a Happy Customer

Very helpful employees!!

Have their phone service which is suppose to go off Verizon’s towers and it is absolute trash. My husband will be 15 min away from the house and it’s fuzzy with barely a connection. Have to hang up due to the quality being so bad.

Service was fast and efficient

Overall was a very good experience wait time was very reasonable and the reception person was very nice. I would have given 5 stars but unfortunately the employee walking around by the phones did not have any technical knowledge on the individual units. Also the greeting person that was asking us what we needed help with had no knowledge on the individual phones. Please know that the rep you meet with is working on commission keep that in mind when upgrading for changing your current plans. I feel that Xfinity is getting close to being 100% in the mobile phone market but they need to train their employees, employees need to understand and have general knowledge about what they are selling not just handing out brochures.

Nice ppl. Long lines.

Very quick service...knowledgeable..Professional..

Managing these types of services is always a headache, regardless of which provider you choose. But when I visited this store yesterday to make changes to my plan, I was really pleased and impressed with the level of service I received.All of the store employees were friendly and helpful. And I felt that Bill, the associate who was helping me manage my account, really went above and beyond to make sure that I got what I needed.I was having some difficulties with switching devices due to a corporate policy, but Bill was very candid with me regarding what the policy would allow, as well as my options for making the switch. He obviously made a very real effort to explore every option for fixing the problem for me. This is what customer service is about, and I really appreciated his efforts! Thanks, Bill!

Be careful when you visit here. if youve been a customer in the past and youre looking to become a customer once again, when they go price you out they run a credit check without your authorization. I decided not to get the service because it was going to be a lot pricier than Id like and no one told me a credit check had been ran. Thankfully Im set up with alerts through the credit bureaus and about half an hour after I got home I saw I had received an email that a credit inquiry was filed with Equifax.I tried contacting the store but could not find a direct line for them. I called customer service and they put me on hold for 45 minutes with the credit review department. I also try chatting with them while I was on hold and the chat representative was useless. I ended up having to drive right back to the store where the initial representative said she did not run a credit check. The manager came by shortly thereafter and confirmed she did in fact run a credit check because she looked up my old account info. he was able to file a ticket which has another team within the company review the inquiry and they say it will eventually get removed.The representative I dealt with was very apologetic so I will not name her and the manager was pretty easy going so I will also not name him but the fact that this happened and I had to drive to the store still makes me rate them a one-star and never want to return to this location. So unless your credit doesnt matter to you or youve never been a customer I recommend going elsewhere to check the prices out on an account.

Stopped in to get a replacement gateway because the tech that came to our house gave us the wrong one that won’t work for our speeds (NOT THEIR FAULT AND NOT CONSIDERED IN THIS REVIEW)Gave me a new gateway.. but used.. had 15 devices connected to it in the past and is populating on my Xfi app.Inquired about increasing internet with no charge or commitment- added homephone to the package to get me a 1 year commitment and lied straight to my face about there not including a commitment.Hurried me out because I didn’t want to add any additional services to help out money in their pockets.I’ve been working for AT&T just over 3 years now. The customer service provided here with no enthusiasm, unwillingness to assist, and no warm welcome would be unacceptable at the 8 AT&T locations I’ve worked at under different management.

The staff here has always been very friendly and professional every time I come here. Its kind of surprising really because I see some angered customers from time to time and after they work through their issues they still have a friendly attitude. They helped me reduce my bill and keep the parts of my plan I still wanted. Its pretty tough times for cable right now on both sides. At least the folks that work at this store are reasonably to work with.

Worst customer service ever!

They keep raising my bill. They should give loyal customers a discount, not just new customers.

Quick and friendly! Answered all of my questions and helped me achieve what I came into the store for. thank you Paul G. I really appreciate your help! I recommend anyone going hehe to see Paul G.**UPDATE** I went in to activate my new modem I bought and went with a different rep. And ended up needing to go back because it wasnt working and Paul G. Activated my new modem properly and now it works. Thanks again Paul G. For helping so quick and resolving our issue strongly recommend seeing Paul for your Xfinity needs!

Made a appointment everything was on schedule they did what I asked them it was quick and easy.

Got there when they opened on a Sunday. Was nice they were open Sundays. Checked in 3rd in line, was called within 5 minutes. Swapped out equipment, was on my way 5 minutes later. Fast pleasurable service. Easy to deal with, help was very knowledgeable.

Went in to schedule a service appointment on Sat, Jan 23 for a tech to come to my home on Jan 27 (10a-12p). The person (a young man) that supposedly scheduled this appointment didnt follow through, and no tech showed up today. Spoke with an agent on the phone this afternoon, and she informed me that there was not anything scheduled at my address.Im seriously rethinking about keeping Comcast, as they are constantly increasing their prices and the CS is maybe average at best...

Not enough employees too many people waited outside in the rain I know its not normal out there hopefully I dont have to go back for a while

Fast and quick

Cant get anything done using web site or phone people. Always have to spend over an hour to talk to in store reps but they can get things done and give me lower costs because I have to come here. So worth the time I guess.

It’s really hard to get a hold of them on the phone

Came to the location for a storm of simultaneous service changes — two new mobiles, a landline migration, service package change, modem change, and inquiry toward related promotions and offers. Different agents handled my account and pending orders over consecutive visits without any issues and the team handled it professionally and efficiently. Very pleased!

New mobile service looks very intriguing

I had a great experience the staff was out of this world

Daisy helped me resolve my problems within a timely fashion, n was very helpful n explaining the process. Shes an expert!!

Great

Very nice store. I was greeted at the door by a sales associate. They were very helpful and knowledgeable. Everything went smooth. No hang ups. Walked out a happy customer.

What happened to Comcast! I didnt get screamed at or my wallet taken while inside! :0Keep it up and you might survive the next 10 years. oh one more thing please stop with the hidden fees!!! 90 dollars isnt 60 dollars no matter what sorcery you use. Be upfront and honest and you might keep a customer longer than a year.

What little interaction I did have with staff, they were kind, though it did feel like they were a bit put off to work with someone in person.

Helpful people

I got taken care of right away, and the 2 gentlemen helping me Asa and Brandon were super helpful. Got in and out of there. We cant punish the folks who work in the store just because the company itself plays games with pricing.

Wow! This store is really great. I was greeted, had all my questions answered, and in-and-out in no time. Really impressed with how simple going to the store to do a modem swap is instead of shipping one. A retail store definitely makes a difference.

Typical service. Against my better judgment I signed up for service again. Signed a contract that had all my taxes and fees showing. First bill came and it was exactly what was on my contract but second month bill is now much more higher and all they say is these are standard fees. How ironic they show up AFTER the 30 day trial so now they say I would owe a $120 cancellation fee to cancel what I did not agree to. There has to be something illegal about what it is they do. NEVER trust any Comcast employee or what they try to sell you.

Needed a new remote control for our bedroom cable box walked in and in 30 seconds the man behind the counter handed me a new remote and I was good to go. I wish I would have gotten his name he was more then pleasant to deal with thanks for the help

It was horrible I went for an easy switch on my box and asked several times if it was the correct box and when I got home and tried to set up as he said it was super easy and 2 1/2 hours with drop calls and sent all around with comcast on the phone to finally find out that he gave me the wrong box and information.! And they offered me $3.50 for my troubles.! And I have to drive back 40 mins to get the correct box and wait there again for a while to make sure it gets done correctly. But thanks for the $3.50.

I have always loved their service. My mom has been a customer for about 13 years and I have been a customer for 4 years. They always offer the best deals!

Tech was very polite and helpful

My details are too long to type. Crystal lake store.... Incompetent, irresponsible, and cant get anything correct, let alone trying to have a decent person treat you well. Customer service calls do nothing. Management does nothing. Truly thinking of just switching companies to a competitor even if its more expensive overall. Im done and tired of the run around both at the store and on the phone. Hrs wasted and no answers except for wait while they ping our acct, (unauthorized btw)and take more money. No one knows what theyre doing and so many different things being told as misinformation from person to person. Seems to me none of them know the right way to do anything. Terrible.

Yesterday at store i was told my name was being added onto my long standing account and i would keep same acct. Turned out rep closed my account and opened a new account. No phone service today!! Honesty obviously is not their policy.

I took me more that 30 minutes to just drop off equipment for an account I cancelled.. what a washer of time

Service was prompt and the staff was very helpful & courteous. We signed up for service, picked up our equipment and the internet was up & running fairly quickly when we got back home.

Very helpful

Great experience. Needed to swap out a TV box. John worked quickly to get equipment swapped. Was out the door in minutes.

The employee at the front counter is fantastic! Great spirit and excitement when you first walk in! Representatives are fantastic when needing assistance. Keep up the good work!

The rep stayed late to address my needs. I left with an acceptable change to my plan.

Love the price, product, and service but not a big fan of the store right now.I was promised a $450 rebate in store when I purchased the Samsung Note 8 in March. I just received my rebate which is only $250. When my husband added a line to my account in the store, a sales rep told him we would be getting a $150 rebate. It turns out that was only for NEW customers. No big deal but I asked the sales rep 3 times if he was sure because I thought it was only for new lines. He assured me because it was a new line I would get the rebate even if it is on existing accounts. That was in April. When I called corporate they told me I had to take it up with the store. It should all be the same. So far the service is good but when I tried to use their text app for help I got NO response form anyone. seems strange to have that feature loaded when it does not appear ready to be used. Ok service but I am very hesitant to use them going forward because this seems like a bait and switch kind of deal.

The wait is so unnecessary. In these times of fast everything you would think that turning off service and turning in equipment would be painless and take less time than signing up- Wrong. Please be prepared to spend at least 20- 30 minutes waiting for an employee to remove an unnessary rental fee from your account before you are free to leave.I understand they want to try to upsell and keep your business but when that’s not an option they should just let you turn in the equipment and leave. What a waste my day.

Nice place seems like their spin of an apple store BUT! I am waiting in line behind customers that are here for issues that take a long time like 30 mins or more..... all I need is to purchase some xfi pods! That’s it! Big fail for all the design that went into this store a front desk that can also process simple transactions would have been smart and obvious!

Well, I was pretty unhappy when my bill just went up over $30 out of nowhere, and then I went in to the Crystal Lake store on a Sunday a little after they opened at noon. That was a mistake, as I came to find out from their sales rep John, after waiting a good half hour or more, that every Sunday they have quite a line at the door waiting to get in.There was already like 20 people waiting in front of me when I got there. But after finally getting service, I was definitely surprised at how helpful they can be. John explained to me that my 2 year contract promotion had ended and that is why my bill went up. I wish they would give you some sort of notice about this, but Im sure Comcast does not do this on purpose for obvious reasons.John lowered my bill right back down with a new two year contract and gave me many helpful tips like marking a reminder in my calendar to come in a little before my new contract expires to avoid the bill from jumping up again. He also told me how if I book an appointment with the store locater at the bottom of their website, that I will get bumped to the front of the line when I check in.He gave me his card with his e-mail address and saved my wife and I a good chunk of money by switching over our cell phones from Verizon. John is definitely a credit to your company, as I went in there ready to cancel my service and instead found a solution to all my issues and a bonus savings with the cell service on my same Verizon network.The only thing I still dont like is that I still see new customer deals that I cant get as loyal existing customer. Deals with movie stations or Netflix on top of the same channel lineup I have, and for $20 less than Im paying.John kind of frowned in apology when he explained that he wished that wasnt the case, but that I would have to cancel all my service for 90 days to be eligible for a deal like that. That still stinks, but thats not his fault obviously. When will companies ever stop insulting their existing loyal customers in this fashion? Top notch service in the store though, thank you.

Great store to try out all of Comcasts new cool services. You can also return and exchange equipment. Xfinity rules!!!

They do not support you adding door contacts for security alarm. They want $70 for a tech to come and reinstall a door contact :(