Went in on a Friday afternoon and had no wait at all. O.C. greeted me at the door and took care of me right away. He was very helpful in getting my service renewed. Was in and out in less than 10 minutes. Have been here several times and I have always had a good experience at this location.

Came into this store to return my modem after canceling my service. I am moving and will be outside of Xfinity’s service area.They have one employee that is dedicated to check customers in. He’s not very busy and is checking his phone/computer in between new customers waking in. Why wouldn’t this employee be empowered to multitask and handle simple issues, such as checking in returned equipment, etc., in between checking in new people who walk into the store? This is infuriating as they are basically stating my time isn’t valuable.Clearly Xfinity service is way too expensive if they can afford to hire greeters.

Came in with a tricky issue and Amari was super helpful! She went above and beyond to help me solve my problem and was able to do it quickly! Wonderful experience, thank you so much Amari!!

35+ minute wait and 6 people were ahead of me I just walked out! It’s ridiculous all I needed was an additional TV box what’s so hard about that? I guarantee the wait would’ve been at least 1hr+ and the other reviews are correct, THEY’RE HUMAN SLUGS WORKING IN THERE SO SLOOOOWWWWW!!!

Went to get a new cable box and the employee never gave us a coax cable drove all the way home unable to set up my internet. Service was terrible. The employee seemed careless and didn’t even greet us as we enter the building just asked us what we wanted. Terrible customer service and nobody knows what they are doing!!!

Do not buy or go to these people for a cell phone they will sell you a cell phone and not tell you that you need internet services now I am stuck with 2 iPhone 12 take your business somewhere else

Made a change on my acct, which was good. Wanted to take home phone off as our phone hasnt worked for a long time. Expected this to save me $, instead it would be $6 more. REALLY!!! Bill is now $255 which is crazy expensive & guy said nothing he could do since my account was older. Guess doesnt matter that you are a good customer that had always paid on time.

This company is awful to deal with. Very unhelpful. I’ll be switching

Exchanged our old boxes for new, that the first CS rep should have told us about the first time, not the 4th CS rep. Phone CS is spotty at best, 2/4 very helpful and knowledgable.

Fast and good Services. I got my Internet service on 👌🏻💯

Christopher, customer service rep, and Effrian, asst manager, were extremely kind and patient. Effrain continued to assist his team while dealing a long line outside and everyone else inside the store were very kind to everyone they assisted. Christopher even gave me his email address so I can follow up with him regarding the ticket that he submitted for my service issue. Without any reason, he looked into my account and offered to set up an appointment so I can return and get a better deal on my services. Truly a great experience with an AMAZING team!

Very helpful and the wait was not as long as people are complaining. O.C. was great and helped me with all my needs. I like Xfinity and have minimal complaints about any of their services. I have cellular, high speed internet, cable and home security for four years now.

This was my first and only time to this store. I am moving and needed to simply turn in my cable box. There was only one other person in the store yet I waited 30 minutes before being helped. This was literally the case as they give you a timestamps receipt when you arrive. Employees moved very slowly and didnt seem to care that I and eventually several others were waiting. No empathy or apology. If I had any real choice I would never go to Comcast and certainly never this store again. Id rather drive 20 minutes but get served faster.

I went to this store today & saw seven people lined up outside. It is freezing cold outside & I understand we’re in a pandemic so store capacity is limited but I can’t believe that there wasn’t a better system set in place. I even witnessed one of the people in the front of the line trying to go inside probably because of how cold they were just to be shoved out by a security. I don’t understand how hard is it to take down a customers phone number to hold their place in line so that they don’t freeze outside. Horrible to see that this is the best customer service in place.

They were helpful and didnt try to oversell me.

This store have many people working to take care so many needs of customers but when you need to work about essentials program they dont know or want to work about that plan. In my case l schedule a technician that come to my house to switch the internet router and later I schedule Xfinity a time to come and pickup my old router after that the company charge 15 dollars more for penalty since I have the router in home and they never come to pick up the router until I drop it here in Gurnee but after that I never receive a refund for the money they charge me for couple months before I drop the router to the store and that is a big headache to try to get your money back because they say was a penalty and they dont work with some plans but they are Xfinity and they should help everybody with Xfinity.

Good luck trying to contact support when your internet shuts off for the 20th time in two days. They make you deal with extremely unhelpful B.S. automation. Cant even ask a real person why the $100 a month internet wont work. Hopefully you have an ISP option better than this.

Terrible service. Got a new Moto E phone that I was unhappy with along with new TV Internet and phone service. They wont exchange this 3 day old glitchy phone for the other free option. Wouldnt even try to, very unhappy with service and experience.

Just returning a Flex box, and had to get a ticket, wait about 40 mins. Just to talk to the same guy who couldnt complete the return when I arruved.... he spent less than 5 mins on the computer and it was done. Comcast has horrible service, should had checkout a simple return, even if it meant a few extra minutes to get it done at the computer vs... having to wait 40 mins.

I went here to change to Xfinity mobile. I was told by agent Javier that my phone would be delivered on December 3rd or 4th. That was a lie. Upon looking at my account, it isn’t going to be shipped until December 8 and won’t get to me until December 10. Aside from that, the order was completed for a 64mb phone when I requested 256. When I called Xfinity to report the problem, I was told I had to go to the Xfinity store again to resolve the problem, which I have an appointment to do tomorrow. In my opinion, everyone in this store needs to be retrained in policy and customer relations.

If you want to save yourself a headache and a half, definitely maximize your options for not coming into the actual store.Many times you can have a technician come out or have equipment shipped instead of going to the store.Unless you like waiting in line for an hour for some reason. If thats the case, definitely go to the store.

Great service amidst the pandemic. Someone was at the door to take your name and reason for being there and you went back to our car where we waited less than 5 mins. Great job.

It should not take almost one whole hour to return equipment.

My mother came in here to turn in equipment since shes not using it anymore. The salesmen asked if she wanted to cancel service three times, she said no three times. They cancelled her service. She went back in to rectify this issue they restarted service and saw she has two modems, thinking it strange they removed the second modem without thinking of asking or wondering if it had a purpose. These people are aweful, at general customer service, at communication and are overall worthless at their job. Now with the nightmare of xfinity customer support she has to get somebody whose going to talk off of a script and wont attempt to understand the issue. Then Im going to have to ask her to get a technician just so we can get someone to understand the issue and cares enough to listen and solve the problem. Honesty xfinity is the worst service available.

Service was friendly. Dont understand while I had too wait for them to tell me I dropped off our old unit.

Very friendly and efficient service.

Customer service representative very good.

I am not please with the service. The wait is very long and I did not get my issue resolved. I should have never switched from T - Mobile, even when I call the mobile customer service number the wait is always over 2 hours.

Good place to go

Staff was friendly enough, but its a long wait outside the store, due to Covid procedures. I fully recommend making an appointment ahead of time.

Solid service, fast. Anytime I need to change hardware or anything of the sort I just go here.

Cannot say enough good things about this store. The greater scheduled me an appt and I went over to the place next door to have lunch and came back once I received a txt that I was next in line. I worked with Cecilia who explained every detail about Xfinity Mobile and preordered. Once I received my phone I walked into the Gurnee store and the customer rep helped me immediately to transfer all my information over to the new phone.Thank you to the Xfinity Team!

Best Comcast experience ever. I was helped right away on a Saturday afternoon. They switched out an old outdated cable box for a newer compact box with voice command (no extra charge). Also spent extra time looking for a better plan for me. Very thorough, focused and friendly customer service. I have had some really bad experiences in the past so must praise for the good ones!!

For anyone moving.When dealing with com cast just cancel your service because they will over charge you and blame it on the billing cycle. They over charged me 44.67 dollars and charged an $147.45 just for septemeber bill just for internet. Comcast does not appropriate its customers. I have been one since 2017 and paid 2 weeks early that does not mean anything to them whwn they can over charge for september.

We cancelled our cable, they turned it off early, had to call to get it back for remainder of the week. Went in to return the equipment and they said nothing was cancelled. Sales rep was very rude, could care less. So glad we’re done!

Good service 👍

Wonderful Customer Service by Carlos! My husband and I desperately needed to upgrade ancient cell phones and get out from under AT&T service. We stopped by this local Xfinity store on a Saturday morning at 9:30. Place was busy, however, we were greeting warmly by Carlos. He registered us and after waiting less than 10 minutes, Carlos assisted us. In about one hour, Carlos had us transferred over from AT&T to Xfinity, helped up choose three new phones that suited our lifestyle and small business, and even suggested data plans for each phone that fit into our needs. I had to come back with my husbands and shops old phone so Carlos could transfer all our data from our old phones to our new ones, as we are not that tech savvy to do it on our own. We found Carlos to be totally professional, experienced in his job, and extremely patient with us, the customers, to meet our needs. He answered all our questions, and made sure we did not leave the store unless we understood our new contract, new phones, and were happy with our new purchases. Thanks you so much, Carlos, for making this experience as painless as possible!

Long lines, and was not able to get my mobile questions answered at the store front...then when trying to go through the app it froze. Not happy with Xfinity currently.

I was told it would be 35 dollars a month after taxes it was $70

Threatened to turn my internet off the very next day during a pandemic. Said I owed 200$ and got an email during the beginning of COVID-19 that they would not be terminating the service. Pawned a bunch of stuff I couldve really used around the house to keep my internet going and the VERY NEXT DAY I got an email basically saying Oopsie Poopsie we didnt mean to send you that email pressuring you to give us money. That email was an error on our part but thanks for the money since we know the world is struggling financially. Predatory company, please get your internet elsewhere if avaliable in your area.

Service at this store often depends on who is waiting on you. There is no procedure in place for customers walking in the store; you can wind up waiting until some unoccupied employee gets around to noticing you. If they no longer carry your current remote model, they have no information on if its out of stock, or no longer being manufactured. I think a new management structure is in order.

Waited outside for 40mins to be told I couldnt get the equipment needed because I want authorized on the account.I set up the account under my wifes name, used my card and you mean to tell me I cant receive my equipment??

Terrible service. I’ve been having problem with my new iPhone for the past 3 weeks and they don’t want to give me any help or even compensate me. They push everything off onto their insurance company. I truly believe none of the employees know what they’re doing there or anything about phones.

Amazing customer service. Love this location.

Super long waits. Short staffed

Terrible company and service. Overcharge and cut people off and ruin lives. Company deserves to rot

I was I. There and this not help jot even give me the prices for packages and other ting they said only one personBut was 1 couple inside and others walking out so they choose who goes in

Good costumes service

Worst in store experience Ive ever had. Xfinity just lost a lifelong customer. FU Comcast.

Waited 45 minutes at this store to pick up equipment for new internet service I applied for 1 day prior over the phone only to find that the equipment wouldnt work without a $70 install fee. I was originally told on the phone that I could just plug in the router and it would work once activated. So I went home and cancelled my service and now weeks later I am still waiting for a $50 deposit refund I was told I would get back in a 3 days!I would not recommend Comcast or Xfinity it I got it for free. Every Customer rep I spoke with told me a different story. It seems like no one in this company knows what they are doing they just want to make a sale. Make sure you get all the true facts up front before you commit to this company!

Our internet went out due to technical difficulties so they advised us to get new router,we did and it still wasnt working and now in order for someone to come out to fix the equipment and give is the services were paying for theyre charging us a 70 dollar activation fee. Because its a new router even though we already paid this activation fee for the last one, this place is a joke and the customer service is horrible

Benny helped me and made the experience quick and simple. Not only that but he saved me $120.00 a month by changing carriers. They are busy but the wait was well worth it.

These people are the biggest joke ever. They tell you make a post dated payment through the Xfinity app yet their agents dont adhere to said arrangements. Disconnect you if you are $5 short on your bill but yet wont issue credits for when there is outages. Worst 3 years of my life. I wish there was another company that had faster internet speed bcuz ibwould switch in a heartbeat to stop dealing with morons who dont know how to do their jobs.

The google address has the company phone number as their location phone number. Bad business all around.

I have been in this place two times and both times I’ve been here i waited 30 mins or more to be helped. And let me tell you i have no problem waiting if its busy, but none of the workers have a sense of urgency. I hate having to come go on there. All the worker just have this look on they face like they hate their job and they ready to go home. So you already know they not happy to see me walking in those doors hour before they close. They need different staff in there because the place would run much better.

The Comcast store in Gurnee have the worst customer service reps ever. There is one young lady who wasnt rude ( She has braids and she was polite and willing to help) The Manager (heavyset man) was lazy and was not helpful at all. I have been to this store 3 or more time and the service is always terrible and most do not know what they are doing. This store needs training on the system and customer service..... I hope I never have to return back to this store, because I always end up with a headache and in a bad mood!!

Our neighbors were getting cable put in. The guy is up the pole and magically ours gets disconnected. We tell the guy up the pole and all he does is say, no he didnt, and totally disregarded his screw up. We call the company and they say they will send out another driver. And will call us in 20 min to confirm he showed up. Well nobody showed, and nobody calls. We call back and now they are saying nothing can be done till tomorrow. Well 1st off, if the guy up the pole didnt screw up in the beginning. Wed be fine. If he took responsibility for his actions and fixed his screw up, wed be fine. If they actually sent someone like we were told, wed be fine. But all they do is screw up a screw up and have no concern about customer service or satisfaction what so ever. Not having enough competition makes them feel they can do what they want, get away with it, have no sympathy. When we get more options, you will lose so many customers. This isnt the first time we had many problems. This time I am just fed up and felt a need to leave them this review. Everyone knows Comcast, Xfinity, or whatever you call yourselves sucks, (Ive got quite a few names for them too)

They say you have an upgrade on your mobile line but when I drove 45 minutes to upgrade they tell me I can’t because I don’t have a tv or WiFi account, some be I’ve been with them for over a year and the service has always been splotchy and inconsistent, the young man at the store that helped me OC I believe it was, did a great job but the xfinity system sucks and will continue to suck bc they don’t care about you or your devices just your momey

Im finding this very discouraging!!! Store hours are not listed. Says first half hour for Seniors, I have no idea what time that is :( :(: This really has nothing to do with my experience because I dont even know what time I can arrive at the store My remote isnt working and needs to be replaced!!

Thanks Brian for your help and explaining options with my cable service. Set up was easy!

Just went in to get pricing on home internet. Easy right? I had to sign in, waited over 50 minutes, then walked out since the 4 employees working were w other customers. Cant even get a pamphlet w pricing. Id rate a zero if I could.

Wifi dosent even work

Good customer service

First and most likely last time there. I shoyldnt walk in and see employees standing around and have to,wait to be helped... Manager was standing around on his phone. No one even greeted me. No customer service. I walked out after 10minutes. If I could give no,starts I would.

Crystal was amazing !! I had several things I needed to do and I was in and out in less than 10 minutes with my brand new modem and all of my billing inquiries resolved .I was impressed enough to write this review !

Stopped there to exchange a faulty cable box and get another broken box in return. Dont they check these things? Saw the woman throw the box I dropped off in a bin with other X1 boxes. Do they just wrap those up and hand them out to the next unlucky customer? Wasted a hour of my life driving back and fourth. Comcast is Garbage!

Service sucks also staff doesnt know what theyre doing

I came in to return a DVR box because we got a new one. Hyon C greeted me at his kiosk, but seemed very annoyed to make the return. He roughly set down the box, and again when he had to scan the code. I told him that my husband got a new DVR box the other day and the worker who helped him said that this one was supposed to be cancelled from my account. He, in a cranky tone responded, thats not possible, unless we have it here. He checked his tablet, and sure enough, said, Oh, I guess it has. My whole return seemed to be a huge inconvenience for him. PLUS...my new DVR box is malfunctioning (rebooting on its own and the remote is unresponsive), and while calling up Comcast, the representative said that it shows that the returned box is still active on my account! What the heck?? Ive been a customer for 10 years and Im not impressed! Worst service experience yet. I think its time to go with AT&T.

Went in to get internet for my new condo. All the staff were very friendly and helpful, answering any questions that I had.

Pretty good service

It was hot in there

Terrible service went there to resolve the issue for three times still the issue is not resolved and when ask for the manager the staff members replied me that there is no store manager which is totally unbelievable and so I think staff are lying on the face of customer without any hesitation and another thing they are charging the customer without using their service. I have been charged from last three months and contacted them thrice to resolve the problem every time they say we opened a ticket for you and problem will be resolved in 24 to 48 hours and still charging me without using their service

Exellent custumer service friendly and efficient vakendra, did what 3 specialists couldnt do through the phone 10/10 if you need something done vakendra is the way to go.

Lost track of time waiting in line. Clearly understaffed.

Worker told me I was an idiot for not having xfinity. Walked out.

Really bad service

Would give negative stars if I could. The staff hardly working and took almost 2 hours to help

Complete Charlie Foxtrot went in to upgrade service was told one thing charged another, and given the wrong equipment. Also ran a hard inquiry credit check with out my permission and claimed they did not. Bunch of BS canceled everything right there and then. Horrible experience

Guy had a terrible attitude.

Had my service for a month. Had so many issues with customer service and the reps! I cancelled my services ! Unprofessional! After asking for all my personal information telling me 2X they had to transfer me . Untrained staff....

Terrible service. Told 40 minutes wait to exchange a modem. At old store, with 20 or 30 people in front of me, never waited more than 10 to 15 minutes. Would give a zero rating if possible.

One word....lazy.....staff on their cell phones making people wait for no reason. Upper management needs to visit here. Next time, Im going to video tape them and send it to corporate.

Awful customer service!The store is trying to mimic an Apple store, but no direction to where to go as soon as you step inside. Long wait time but yet the Xfinity people are just walking around. It doesnt make any sense!

Horrible customer service, the sales rep was on his personal phone kept texting and didn’t even make any eye contact when I was asking him questions, whoever is the manager of this location should be ashamed!!!

Seamless

Rudest most incompetent customer service

Utterly useless

They never solved anything for me, they are just stealing my money