I came in to cancel my service due to items not related to the quality or price of Xfinity services. I was bracing for an awful experience of sitting around for an hour and having to negotiate to get out of my contract.Instead, I was in and out in 5 minutes. There was no pressure on me canceling my contract, they backdated the end of service date based on the last time I was using the service and gave me a prorated final bill that was very fair. They quickly scanned in my equipment and didnt give me any fuss about a piece of equipment that was in their inventory but that I actually did not have. It was a tremendously positive experience.I am thinking that the management here read the reviews previously and has significantly stepped up the service provided to walk-in customers. Your mileage may vary, but my experience was surprisingly positive.

Christopher was very professional and took the time to explain all of our options to us.

Literally took a 2 hour wait just to tell me they cant fix my issue and to call customer service, who suprisingly, did not fix my issue either. If FIOS is available in your area. Just go with that. Trust me.

Maurice Martin was a huge help!! His patience was much appreciated and his customer service skills should be recognized! Thank you so much for your help!

Returning equipment? Unless you are willing to sit around for the longest time while watching the employees walk up and down the place or talk to each other without offering to help. Returning equipment shouldnt be so complicated.

The worst customer Service, employees spend their time talking to each other and customers waiting to be served, Also the system of returning a device is ridiculous, you hand over the device they give you receipt and you have to wait a long time for someone else to give you the final receipt, I don’t understand the point

Last evening June 7, 2021 I went to this store at about 6:15 pm. There is a sign upon entry to wait to be checked in. There were customers sitting down and not one staff person made eye contact for at least a half hour. I just stood there and 10 people had come in after me all standing.. I asked to speak to a manager and they said manager had gone home. Need to take sign down to check in and put sign up to take a seat or perhaps have people take a number. The way it is set up is unprofessional and rude. It is insulting to customers to be treated this way

Like other posts I haven’t seen there is a sign that says “wait to be checked in”And coming from a customer service environment this is horrible.There were about 10 people waiting to be helped and and only 2 people working.Comcast to revisit their protocols or their staffing system. I was there 20 minutes and never even acknowledged once . About 8 people walked out and while this is not their employees fault and they are under-stressed I blame their management for being able to make their environment.

Jose did a good job in helping my needs

Given all the bad reviews, I expected a terrible experience and I almost didnt go because of that. On the contrary, it was very easy, I was in and out in 10 minutes (would have been faster if it werent for COVID protocol, which was very efficient). I dealt with three people in total. All were pleasant and knowledgeable. I really dont understand all the bad reviews. Believe me, I think Comcast is a total rip off monopoly (other than cell phone service which is a great value) and I would have been more than happy to give a negative review but in this case it was a great experience.

Due to the days logistics, I went to a different Xfinity location yesterday to get some phones activated and data transferred. My wifes phone and my sons phone came out fine. Mine was supposed to finish its transfers and such over the course of the day, I was told. They did not. When I couldnt find data I was expecting to find, get things to work on by brand-new iPhone 11, or get my MacBook to communicate with it, I headed last night to the Xfinity store on Grand Corner in Gaithersburg. A young man named Edwin worked the magic of know-how on my situation, putting time into analyzing what was going on and even leaving after closing just to get my needs met. He was (and Im sure still is) friendly, knowledgeable, patient and an all-around pleasure.

Man this made my day!!!! Esteban was super professional kind and understanding in my request regarding xfinity mobile.He literally went out of his way to make a customer happy and I think his potential should be celebrated!Not the first time he has provided above average support either.This is the first time I met him but I have seen him at this location before and remember specifically because of the kind and humble encounter I had with him at the front door.I hope senior management sees this message. I value the customer experience side of things and can say today was an amazing customer experience for me!

Quick, efficient, friendly, very personable. Quite happy with my visit overall

Absolutely terrible. Take your time, money and business elsewhere.

Everyone is so helpful.

Edwin is the best ! He and his coworker--another hispanic guy--worked tirelessly the day after Christmas-- when there were swarms of customers without taking a break for 6 hours (standing) (there were only two accounts managers opening the cell & internet accounts). By the time it was my turn it was 0.5 hr after closing & he still took on my case & concerns & answered all of my questions very thoroughly providing all the details & nuances to help me maximize my iPhone & data usage experience. He was very professional, courteous, & kind & remained polite & professional the entire day- from when I signed up for a spot to when I returned from home (the wait time is extensive bc the number of customers) to when I returned to the store a second time with all of my questions. He is professional, hardworking, attentive & he leads by example.

I set an appointment to have internet installed between 1-3:00pm today and nobody showed or said anything you guys are the absolute worst

I got what I needed quickly.

Lack customer service skills and how to be welcoming to potential customers.

I have TERRIBLE experience with the service transfer from my previous provider. . After switching to xFinity from T-Mobile my service didnt work. The activation has some kind of technical glitch for the portal transfer. As a result I spent two hours in the phone with tech support and advanced tech support. Ive been told that issue to be resolved in 15 mins then in 3 hours then next day and I still dont have service.

Yesterday morning my remote control stopped working. It had new batteries and they were in correctly. The Xfinity store near me is closed due to the virus. I had to drive 30 minutes to this location. When I got there, a guy standing at the front door says to me what do you want?. I accidentally stepped over the yellow tape. He told me not nicely to step back behind the line. I did and then told him I need a new remote control. He pointed to a table that had new remote controls sitting on it. I took one and went to leave when I saw another lady talking to the guy. Only she was up in his face way over the yellow line. He didnt say a word to her. Actually, he was flirting with her. I drove home and once I got there, that remote control didnt work either. I called Comcast and ordered a new one. I am not driving another 30 minutes to be treated so rudely.

Nice store with a decent system to service customers- walk in or make an appointment to plan a visit that fits into your schedule. The services that this company offers is a totally different story...

This store is amazing! So much better than the old location! Walking in, the store is bright and inviting and there are so many products to interact with. The staff was very friendly and knowledgeable. If you want a true consultative experience and the dedicated time to talk about and learn about different products and package options, then its definitely worth stopping in. If you want a quick in-and-out, then you are probably better off using one of the many self-help options. Equipment can be dropped off at a UPS store, and payments can be made through the app, through your X1 cable box or even at several convenience stores! Xfinity has made interacting with them so easy and convenient!

Super slow, came here just to pick up a flex and a wifi box, only 1 server, not to mention one lady refused to help the customers and left, their is a big line no one helps, been over 2hrs no help whats so ever.

Went in to get a box that was ready. had to wait for about an hour and a half just to be helped for two minutes. Wait times are not communicated. You get in and they take your name and dont tell you how long the wait is.

The staff took good care of me. My bill was behind and they worked with me to set up a payment arrangement. The manager was very patient and understanding. The best customer service.

The manager Linda is extremely unprofessional, and i am lead to believe that she does not know how to lead a team properly. It would be great if she were replaced or retrained at this point. If i come in to make a return that is simply what i am doing. Do not try to push more products onto me that i didn’t ask for and when i say no you continue to do it! I appreciate the honesty and genuineness of some of the staff though. They seem to have it more together than she does.

Busy but the very patient technician was being held up by a older lady. Its also the day after Xmas so they seemed understaffed.

Thieves. Worst customer service. Inconsistent with pricing. Worst provider. Do not give them your business.

Worst service, thet trapped you into updated package, and kept asking for more money. If you want to stop using their service or down-regulate your bill, Im pretty sure youll be charged more money for that. Totally waste of money and time.

Absolutely a pleasure to be in this store. The manager Brenda helped me since the other employees were busy. She was extremely nice and very knowledgable.

Store manager stay late and allow me to come in And do a box swap for some customers of ours. I work for ABE Networks and we love dealing with the Gaithersburg store they are so professional.

Your employee threw your router in the trash. Worst customer service, bad attitude for no reason. I pulled over to ask a question and he refused to talk to me bc I was in the car. If I have to leave my car for curbside service then there is no reason to have a “curbside counter”. I can just go inside. I had my kid in the car and he didn’t care. I tried to reach out to your customer service over the phone but there is no way to get in touch with a human representative! I just moved to an apartment with Already established xfninty service and was about to transfer my internet service to comcast! I think I can wait for Verizon to send me their technician to change that. I don’t have to deal with rude or nonexistent customer service.

I came in at 4:15 PM and was signed in by the female Manager. 30 minutes later I was told to leave because they were gonna close and do not have time for me. I was upset that I wasted 30 minutes and this was uncalled for. This manager has no patience for customers and she was rude to another customer before me. She seems smart but is extremely unprofessional and weak. The associate in there are great but not the manager. Please replace her Comcast or retrain her.

Belinda the store manager was real helpful thanks a million. It was great service.

No way to cancel an appt.. on the email, I clicked onCan’t make it? No problem. Click here to cancel.and went back to locate a store

We were sitting there for 40 minutes and no one helped me. Their were employees chatting in a circle. We left. Never coming back there again.I would give a zero review if possible.

Worst experience ever. Waited a hour & 20 min just to return the equipment. Counted 4 people worked in the store and only one (later two) are doing all the work even with so many customer complaining. One employee even said “You are worst customer” after I commented this Is the worst store I visited. I wish I got his name to report... Glad I cancel the services and never have to deal with them again. Proud to be the worst customer!

Belinda weather is very nice person at Comcast today very helpful very helpful to resolve that issue and resolve our issues

Terrible I walked in last week and as soon as I walked in no one welcomes you! I had to walk all the way to the back to have the lady log me in the waiting list when I think she should be by the front door especially if they just opened. I had told her I was just returning my equipment and she told me to wait someone would be with me shortly. I was getting impatient just because I was just returning nothing else. After waiting 1 hour the associate helping me told me I should have not waited just to return the equipment. It was ridiculous and the worst customer service experience and on top of that it was the store manager (last name Walker) of the this store that took my name and couldnt even take the equipment from me and instead made me wait 1 hour. Waste of time. I liked the old Comcast store better they were quick and had great customer service skills.

Long lines

If I could give a zero rating I would. All I needed to do was return equipment. Walked in and an associate scanned in my equipment and printed out a bar code receipt. That was easy, but then she told me to wait to see another associate to show / enter the bar code and have the transaction complete. After 45 minutes of waiting I gave up and walked out. Hands down the worst internet, DMV, customer service experience ever.

Yes I David did an excellent job here and Xfinity store

10 mins they promised and it took over an hour and still no help. Got fed up and left time wasted . Ladies just standing around and none helping out . Very bad service for a new store . Go to the one by aspen hill they are way faster

Comcast is aweful. Worst company in existence. The internet in this area is absolute garbage and they do nothing to fix it. If I could give them negative stars I would. I wish the company in general didnt exist. If you bring up Comcast to anyone, the first thing that will be said is how much they hate them.

Loved the new store and the store manager Belinda was super super nice

They are great in this location they are very fast

The Comcast Experience is the worst cable experience EVER!!!!

Too many associates standing around and not helping anyone. They tell you 10 minutes but take 30 to serve you.

Literally still waiting after 25 minutes just to pick up a router. They dont offer a separate area just for pick ups and drop offs. You wait behind people who have issues that have to be resolved. Very inefficient way to staff a store!

Good services 👍👍👍

If I could leave them without stars, I would do it they do not deserve a single one, they take too long to attend and pass to people who are behind you on the line before you, they spend their time talking to each other .. they only make you lose your time definitely not. I will return to this place it sucks