I will never come here again. Arrived to return a modem. They were busy so I decided to wait. Waited over an hour!Got upand asked other customers if they were waiting. All of them started complaining about being there over 2 hours.I got up with my modem and left. Ill mail it back!

Not a single good word to say about this company. Sold me a piece of equipment I was told would be compatible with my 3rd party router. While trying to install, had problems. Called tech support, was told unit would not work with modem. Tried to call store, there is no phone number available for store! Comcast is a poorly run company that only cares about how much money they can steal from you.i

Excellent. Short wait time and friendly young man who helped a couple of old folks professionally and kindly.

Sherman was very helpful and friendly. Great customer service and great environment. Will continue to do business here.

My wife and I visited the xfinity store at the holy oak mall we were taken back by the kindness and helpfulness of a young man Rene ! His level of expertise was 2nd to none ! He made our experience at the store absolutely painless As we all know passwords and such can be difficult for seniors ! I would highly recommend xfinity mobile and if you go to the Holyoke mall xfinity store store you cannot go wrong if Rene Is the person taking care of you ! He Should be commended for his service !!!

Business especially helping childrens around this school the store is full but Ill way 15 minutes this Christmas time hoping the best wishes. thank

Slow and unprofessional. Cancelled my account because my EX GIRLFRIEND said to cancel it (and shes not even on or connected to the account!!!). Stuck with a NSF fee for nothing. And still stuck with the two year mobile plan without my internet now... 🙄

I just visited this new store to replace a cable box and the wait time is 45 minutes to an hour, so Ive left and will come back at a different time. The best time to visit is after 8pm while the blue hairs are in bed. Every XFINITY store Ive ever visited has had long wait times.

Most of the staff are condescending and very off-putting. A certain female employee literally started talking about her expensive designer scarf in the middle of our conversation about xfinity services. There was also a huge waitlist at this store every time I visited, which is not their fault but the staff never even give you a warning about it.

Xfinity just sucks their Wi-Fi doesnt work

Excellent talk today with Etny about my accounts. Very professional, knowledgeable, and friendly. Definitely an asset to the Xfinity team.

Xfinity customer service is outstanding! Even with covid restrictions, theyre organized, friendly and willing to help out in any way.

They were very nice to me last week, there were a few people in front of me but the line moved quickly.So stop complaining, we all are suffering during this Pandemic.Thanks ComcastSmStacy

This store really focuses on safe distancing. Before your aloud in the store.A store clerk takes down your info aboutwhat is a problem your experiencing. Orfor another reason why your there. So,info is taken. Then a short wait in line togo in the store. For what ever reason yourthere. I brought my latest invoice so theynow know my account number. That helps so they know you a little quicker. There isA plastic shield between you and the service clerk. Friendly staff. If you need ATechnician to come to your home. Thiscan be scheduled in a few days. NOT, Afew weeks. And of course face mask.

Rene Pomales was very helpful and patient. Much easier to get questions answered in person.

I have to call almost 3 time a week for my wifi not working. Everytime i call they say that its fine and theyll send a signal to it, but all that ever does is allow my wifi to work better for about 1-3 hours then its back to not working, if I were you Id suggest getting Westfield Fiber, all Xfinity will do is make it better for short periods of time then they control it and make the signal worse.

Customer service must no longer be a requirement.

I returned my rental equipments here it was quick, but when I came for question I waited for long time just for just to speak with someone

Not good, just wanted to return my stuff. Waited 30 min to be told that I have a business account and have to call the business side to cancel first. So I had to put all equipment back in my car. Isnt this the same company??? So difficult to do business these days. Arggggg

Everytime i go there, it takes forever to pay my Bill. They have two Kiosk Machines but, are only utilizing one of them. I had six people in front of me this morning. All, wanting to use the Machine. Why, cant they hook up the other machine so, it is six feet away. I also know I can pay it on line.

Never come here guys, the staff very rude.

Wait time was only a few minutes. I was swapping a box for another. Bob gave me some good ideas on how to make my phone more efficient as well as gave me info on service plans.

There was a wait but staff moved quickly to help everyone as fast as they could and were very friendly

I want to say how extraordinarily helpful and skilled Margarita Santana (Consultant at the Holyoke MA Xfinity Store) was recently in solving our Comcast problems. Ms Santana is a friendly, attentive, knowledgeable professional!

Horrible experience. this company could not get more things wrong. bigger is definately NOT better. OMG!

Great convenience to have this store in the mall. Went there to get a replacement cable modem.Very quick service. Everyone was really nice and interested in helping. In and out in less than 10 minutes.

If you are looking into using Xfinity Mobile as a carrier, don’t. I am from CA but am going to college on the east coast, I was told I could not upgrade my phone because California and Massachusetts are in different regions. Last time I checked Xfinity is a regional carrier. The only way I am able to get a new phone is to send my current phone to my dad in CA and have him send me one back which would mean me being without a phone for at least a week, which I will not do while being in college. When talking to a representative on both the phone and in person, I was treated with no respect and both times the representatives were both beyond rude. I will be taking my business elsewhere.

The elderly cannot always get to Holyoke. I need a new X111 remote for my bedroom because the one I have I cannot use well because of arthritis in my fingers. The one in my living room the X111 I have no problem with. I called XFINITY to send me one and they sent the wrong one! Then I called back to have them send me the correct one and they told me I have to go to the Holyoke store skews me people I’m elderly I have MS and cannot walk. There’s a lot of us like that so what are we supposed to do?Horrible service Can’t even get a direct line to call them. He has to go through Xfinity and you get the same run around

I wish there was a 0 star but there isn’t. Worse company when it comes to provide services for the customers. Comcast please don’t play with people like that. Prices waaaaaay too high and always problems. I’ve been having intermittent internet issues for months and every time I call the problem is never fixed. Or isn’t it that perhaps some one from their end is playing with your gateway? Because they have control over your line and if they can reset your line from their end they do whatever. Comcast should be ashamed that customers are complaining and they do nothing. 👎👎👎

V. Good Customer Service.

Sales associate named Joshua refused to honor advertised deal. Said they dont have that no more. When I pointed out the deal directly on the price tags of all the phones he said I even asked my manager and we dont have it. Went home and had no problem ordering the deal online. Also, why is there a guy standing at the store entrance acting like a bouncer? Dont understand why I needed to be interviewed before talking to the second guy who took my name. The whole vibe is like twisted version of an Apple store run by former convicts. Browsing the store is not allowed.

Very helpful

I came in and said want i wanted to buy only to get a phone I didnt even ask for. Not only will I not be purchasing here again I will not be there 3 year customer after this

Friendly, but as usual, all smoke and mirrors.

What a bad way to provide a service. First a mall store is totally inappropriate for this company. You cant get to the store without going into the mall. What a waste of time. Then you sign in but they dont care if you are just picking up equipment paid for on line or want a full service explanation of their service. Then when we finally got our box, we hooked it all up and it didnt even power on!! 2 and a half hours they wanted me to take it back and get another one! Check your devices before you leave, make sure your receipt has the same serial number as the device or you will be on the phone forever.Only good part is the people on the phone at tech service were nice. Bad grade for XFINITY.

Dont go here unless you plan on wasting your day. They have major computer problems (rebooting systems every 20 min just to have to start over again from the beginning each time). God forbid you have to return a simple piece of old equipment. The person who checks people in up front cant do anything other than check people in. Equipment returns used to be easy at the Westfield center, just drop it off and get a receipt. Now if you go at the wrong time of day you can wait over an hour just to speak to a rep to get a receipt for your equipment. If you are trying to upgrade your services or sign a new contract get ready to wait. The process can take anywhere from 1-3 hours. Ours took 2 hours, my parents almost 3 hours. This is because they are severely understaffed and the staff they do have is as slow as molasses. The retail store looks great and concept is progressive but the execution is absolutely horrendous.

Came in to exchange a malfunctioning cable box. I was greeted at the door by a friendly gentleman, who took my old box and gave me a number. Less than a minute later, another store employee called my name. She got me a new cable box, and I was out of the store in moments. The whole visit was about 5 minutes, and everyone was professional and friendly. I’ll come back to this Xfinity store next time I need help.

Ridiculous prices for long standing customers. Wish there were better options for internet. Comcast should be ashamed.

My experience with xfinity has been a nightmare but I have to say Gilberto was amazing. He was all about customer satisfaction. Hes a great rep. He spent a good hour or two trying to help me out and apologizing for Xfinity. *Please note if you buy a phone from xfinity you have two weeks to bring it back and they misinform you so you have to go through samsung or apple to fix a phone that doesnt work that you just paid for in full. They take your money and dump you as quick as they can and throw you away like a piece of trash. Never again. I was first and my family was going to follow suit. Not anymore. Since my review is on the store and the employee, I gave five stars. But xfinity ZERO. DONT BUY A PHONE FROM THEM.

You pay sooooo much money to have comcast and they make you wait over an hour just to get a new piece of equipment. Lifes short and i have things to do.

Great experience went in to pick up 2 sim cards for new xfinity mobile service and was in and out in 5 minutes!

Worst place, bad service, 👎

THE WORST!

I was concerned at first from the reviews but I had no problem once I found the store. The inconvenience of being in the mall stopped me from giving a better rating and I have a hard time understanding why they moved. BRING BACK THE WESTFIELD LOCATION!!!!!!!!!!Anyway, someone greeted me at the door, took my name and the equipment I was exchanging and gave me a slip to give the customer service person for the exchange. I sat for no more than 2 minutes before being called and was walking out within 5 minutes. Nothing to complain about. It was mid afternoon so I dont know how it would be in the evening but my experience was fine. BTW, the store is located on the top floor near Penneys...just so you dont have to waste time looking for it like I did.

Not enough people working to service customers. A quick drop off of equipment turned into a 45 min ordeal.the people who were working were being polite even though most customers were disgruntled do to the lack of employees to help.

This idea of putting the store in a mall and the whole set up is ridiculous. They have a greeter that basically takes your name and has you take a seat. I sat waiting not having a clue how long the wait would be. At least at the DMV you get a number and they post what number is currently being served so you can maybe take a walk. So...the two people that are attending to customers are overwhelmed by twenty people waiting and being tooooo nice. The other two people working were the greeter and someone that really was just attending to angry customers. One associate stops assisting their customer to assist the other associate that is having trouble with a transaction...so now there are the only two associates working attending to one customer who had asked 50 questions about packages for one TV. They have stools for you to sit at the counter while they are finally serving you. This alone is plain stupid! Get us in and out! Don’t make people comfortable and relaxed so they stay and want to chat! It was as if they are trained to give you the ‘STAR’ treatment....only when you FINALLY get your name called. When I finally got called to exchange my box I told the guy let’s make this quick. The exchange was quick (THANKS) but when I got home and opened the shrink wrapped cable box I wanted to toss it! It apparently was someone’s return because it was FILTHY! Sticky stains, hair, and dust all over it!! I immediately called Comcast to complain and although they will send me another box I am appalled that this happened. I am certain a disgruntled worker did this because this box was GROSS! PS...I won’t EVEN get into the whispering....the two people I had contact with spoke toooo quiet and made me feel deaf! On the other side of the spectrum one of the associates was singing out loud in which was annoying in itself. Maybe it’s just me but I hate when people sing out loud in public...especially when they have horrible voices. I will certainly try never to have to go there again even if it means waiting a couple of years to return a box!

Never seen a cable company with 2 workers before

Very friendly employees and an excellent and fast service

Zero wait time, very friendly and informative, extremely fast and easy.

Drove almost a half hour to get to the store to return equipment because I moved.. They claimed they were not accepting equipment returns because their billing system was down. I asked them if I could leave the modem there with my name and phone number since Im already here. They said no. Thanks a ton. I would never choose Comcast/Xfinity if I had a choice, but I dont. Comcast has a monopoly over the cities where their services exist. Either deal with Comcasts horrible service or get outdated service that doesnt use cable internet. To think they were to merge with Charter.

Very bad service. Train someone to do something. 2 hours for a simple box exchange was horrible and I was one of many waiting for the same thing. Wow!

This place is a disaster midday on a Saturday. Waited ONE HOUR to return a box even though “greeter” set an expectation of 20 minutes. Figure out a different way: weekday, take your box to UPS etc. I had to return a box and close out the account in person due to the death of both parents. Anyone else should figure something else out or download a movie, or bring a long book....

I went to exchange my modem tower which was down for 4 days after numerous calls to try to remotely fix the problem. Then after going to the Westfield store, which over the phone tech service didnt even know it was closed, and which they didnt tell the customers. The four employees at the mall store said that the system was down and they couldnt do exchanges and to come back in three hours. Terrible customer service.

Very bad service. Very expensive for long time customers

Worst experience I have ever had!!! Waiting 2 hours to trade in defective box. What a stupid choice to put xfinity location at the Holyoke mall. Plus employees are not friendly and walk around like zombies.Wish I could give a 0 star.

I finally got out of the iron fist of Comcast just to have them send me some bs bill for unreturned equipment and believe me I made extra sure that I returned everything

Bryce! You have to talk to Bryce, he will break it down to you straight for all of you! I work in retail, and this man has got it!

I give this place 0 stars. Had to wait 45 min to return equipment. Terrible service, location, and system.

Visited the store for a info, they took my name on ipad but nobody attended for 15 mins however there were 5 staffs with no work just sitting idle and talking among themselves

Ridiculous wait time! Maybe they need to hire more staff

The customer reps are very nice, but they are grossly understaffed, I expected a quicker wait time but it was very very slow . Get those reps some more help already

Definitely 5 ⭐⭐⭐⭐⭐

Awful ! I booked online waited waited and waited 15 walk in people just passed me to the front of the line.Why was the the Westfield location closed???B/s go to the mall battle traffic find a place to park..To the woman thank you for letting me pass you in line!

Tried today to get a service rep.if thats the way they do it .No way am I signing up with them!

Terrible, had to wait 50 minutes just to return three pieces of equipment!!

Eight employee working in store. Only two people sever the customers. Other people is talking .very slowly severs.

Not very useful.

Just to make the rating go higher

Poor

Holyoke Mall

Very well thanks