It was quick and easy to return my old equipment. Also, I did not get their names. But two ladies were helping an older couple with setting up their Bluetooth to their vehicle and trying to troubleshoot their problems. Although it had nothing to do with Xfinity, they were still outside assisting. That was nice to see. Great teamwork!

I was treated with courteous customer service by all the employees. Especially Rich who took the time to help me with my moms bill. He explained everything and even got her monthly bill reduced by $30 for services she didnt use. I highly recommend Comcast Xfinity. I have been with Comcast for years and will remain with them.

Poor customer service I wait more than one hour To get upgrade my phone Fast they sign me in I told him I wanna upgrade my phone to 13 pro After waiting one hour they tell me we dont have any iPhone They say they should have a three month a lot the customer have same problem whenever I was there

Great store very helpful...was able to get in and out quickly...

I’ve been waiting here for over an hour and it isn’t even heavy traffic. Still have yet to see anyone. Very poor customer service.

Its time to quit. As a 30 year customer of this company enough is enough. 6 months ago the picture feed at our home nothing but was pixelation on all our boxes... they come in and change out everything. Now its doing it again and 2 weeks ago they change out the things in the outdoor post and it ne or stops..still doing it. And try to anything communicated about ser ice via horrible overseas phone customer service. So I walk into the store and Wednesday and make a in home aervice appointment for tonight since I pay EXTRA FOR THAT ON MY MONTHLY BILL....and guess what. They schedule it for the WRONG ADDRESS. They make it for My 90 year old next neighbor. And let me sign for the appt and changes to her acct. Then when they call her to tell her they are coming she cant understand them so they cancel the appt.The Town of Normal needs to review the Franchise agreement for this service . They are horrible. And to top it all just be cause I go in tonight very mad because of all the time invested going in yesterday and tonight only to have their serviceman no show...I get a lecture on how I should treat the manager on duty from her because I am an unhappy customer. And to top it all she NEVER APOOLOGIZES FOR THEIR MISTAKES OR POOR SERVICE !!!!!CUT THE CABLE... GET DISH NETWORK... DO WHAT YOU CAN. We will be soon.

First billI was charged $140, should have only cost $90. Was promised $50 refund. I was charged $90 for this months bill. Went to Xfinity store instead of calling their call center in Honduras. I should have only been charged $49. Steer clear unless you want to be ripped off!!!

Michelle was great at explaining options and services best fitting my needs. Excellent service and very patient.

Charged for random fees. When I came up to the location to figure it out they were closed during hours that posted to be open.

Had issues getting into our account, but Trevor was able to get us back into it! Thank you!

Think an isp store would be smart enough to change their hours online rather than close up an hour early.

Looks like the store is closed on Sundays. If so, the hrs need to be updated.

Today my partner and I made an appointment to discuss about switching to your services. My partner and I, went to walk up to the store with our mask on of course. We were greeted by a women she asked if we had an appointment, we said yes. She said it would be a 10-15 min wait, we said no problem. She like you can wait outside and will come get you. She was guarding the door and would not let us in. We just thought that was policy due to COVID, well she started greeting other people and letting them in right away and they were standing around waiting to be helped. Well when it was our turn to go in, she said that only one person is allowed to be with a representative. I did asked her well we need to discuss pricing, he is my partner and we paid all the bills together. She said well he can stand outside and wait, you guys are swap out or run back and forth and talk.Well at this point we are a little upset but we didn’t let that get to us. Till I walked up to speak and meet with the representative. There was not one, but three couples (Husband & Wife) standing together and discussing products and services. I asked my representative why I was not allow to bring my partner in but everyone else could. He just got quite and did not say a word about it. Then as I am talking I watched two more couples come in and talking with their representative. Then here I am running in and out of the store to talk to my partner and everyone else gets to have their spouse there and I am not.I ended up telling my representative that I needed to think about the pricing and he give me his card very nice guy. I said have a good day and he said the same. The lady standing at the door would not look at me, didn’t even say goodbye to me.My partner and I were completely discriminated against because of who we are! This is not okay, I tired to reach out to Xfinity store to get the General Manager information so I can talk to him or her, but was not able to get it. This is not okay, I hope that me saying something would help other people in the future not to feel or go through something like this.

Slow because they want to be. Nothing should take more than 30 mins to cancel. People hanging out setting on desk in front of window.

Website allowed me to make an appt for today. I got confirmation by email and text. I waited for my time and checked in. Only to find the store is closed on Sundays. Really poor practice, Comcast!

I had the nicest young man Shawn help me. He quietly answered all my questions. He was very patient with me because this is also strange to me when it comes to technology..

Staff was so friendly and very helpful!

Got an appointment made really quickly. New controllers. Butter than dealing with the automated system.

Michelle king was very helpful yesterday and today when I came into the store with some issues with my cable service. She went above and beyond too help with my concerns. I really appreciate the excellent customer service I received today.

Xfinity is the biggest scam! Dont waste your time! I called about a question on my bill.. they are charging me for unused/inactive equipment and instead of fixing it they offered to change the label of the charge as a rental charge. Which is not the issue.. There customer service is literally incompetent and not once have I personally had a good experience with them. I cant even cancel with them and not end up with charges..

Horrible service. Doesnt help people. After paying the entire bill and deactivated your services they still messed with your credit like you never pay your bills. Very untrustworthy and i wouldnt used Comcast .

They are very nice ppl . And very helpful w question . They try to help as best as they can w this covid stuff and social distancing and not very mean ppl in there store . Plus maybe they went to ppl who call in to be just in the store But I like comcast .

Customer service is completely automated. Very difficult to get a hold of a human.

Michelle King was absolutely awesome to work with. She wound up saving me while still getting the services that wanted.

Wasted my trip to store on sunday as on google it shows on sunday store is open from 11-5pm but actually sunday whole day store is closed

Sean is really great there. He helped me alot over 2 days. They need chairs for visitors and employees. Sean needs a raise and promoting!

Weve been having internet issues every since we down sized our cable service. The representatives are unable to answer questions, the time it takes to talk to one of them is at least 30 mins to an hour. For the quality service, the price is way too much. Find another company.

The service lady was great. The computer wouldnt let her set up mobile service for us.

Comcast is horrible. I pay for the best, fastest internet they have to offer and my service goes out almost daily. I dont get services anywhere in my house except for the living room where the router is located. Ive called several times with no answer or having my issue dealt with. I am dropping Comcast and going with Metronet who Ive never had an issue with. I suggest you all go with Metronet

Had to get a replacement cable box today and I was so happy that the process was completely painless! The young man who took care of me was quick, efficient and both he and the other employee there today were very professional.

ERIC P. PROVIDED EXCEPTIONAL CUSTOMER SERVICE!Just got home from the Xfinity store and could not wait to give Eric a stellar review. Good customer service nowadays is rare, so to work with someone who genuinely enjoyed helping us & answering all our questions was extremely refreshing. Switching over to Xfinity Mobile and upgrading phones could not have been an easier with the help of Eric. Thank you, Eric!!

Michelle King was so nice and helpful with me. I would always go back to her!

I was very happy to see my two favorite Comcast ladies that have helped me for many years. They were already busily helping other customers. There were also several new faces. After only a two minute wait Tray introduced himself and asked what I needed. I was interested in reviewing my services and costs to see if there were any deals available for me. Tray was very helpful and knowledgeable. I was out the door in about ten minutes with the services I wanted at a very good price. Kudos to Tray! Also, the new store was much more welcoming. There was room to sit and relax instead of waiting in a line along the wall at the old location.

Jill did an outstanding job of setting up my new contract and explaining everything!

Didnt care to help me or give me information. gave me different numbers and prices than the website. seemed like i was just there bothering them trying to get service established

Cant even get ahold of anyone! Worst automated phone service Ive ever used in my life! Wasted an hour of my day and I didnt even get to talk to anyone. Even scheduled a call-back and when it called me back nobody was there and it just had me on hold again for like 10 minutes before it hung up on me. Completely unacceptable!!!

This specific location is staffed with efficient and knowledgeable people who helped process an equipment return with 0 hassle. Thanks so much!

Surprising but we have never had any problems with our internet only package. I think its fair to give a great review.

Love the new location. I was informed most of the staff is new and in training. Having a retail background, I understand how stressful it can be dealing with the public, and everyone in there was very professional given all the people training. I’ve had my issues with Comcast in the past, but found that going to the store is much more pleasant than calling in and this is a much nicer location than the old one. The staff has always worked with me on my concerns from the old location and I’m glad to see the same faces. Great service and great people.

I had a really pleasant experience at this new location (as well as the old location.) We went on a weekday night and waited 10-15 minutes to be seen after we were checked in as there were several people ahead of us. The gentleman who assisted us (I, unfortunately, dont remember his name) was very quick and efficient in helping us. We were there to change our current plan and he was able to help us out and save money without ever pushing extra things we werent looking to add.

This store in particular was the best experience Ive had at any phone carrier! If you have any service by Comcast/Xfinity already, youd be crazy not to switch. Trey was our agent and he was great. I drove from Champaign, twice, just to avoid the store out here because that one has terrible employees. The folks at the store in Normal actually show interest though.

Worst time trying to talking to a human. It takes 30 minutes to get through. NOT A SINGLE WAY TO TALK TO A STORE I CANT CALL MY LOCAL XFINITY LOCATION TO ASK A QUESTION THIS IS A COMPLETE JOKE.

What a mess. When you walk into the store your greeted by someone who takes your name and tells you to sit down. No explaination of how long or asked why you are there. I waited about 5 minutes which I didn’t think was very long but the store was also pretty empty. I had the displeasure of being assigned Luke. I had to tell him 3x why I was there (to return equipment) and when the cable box wouldn’t scan he acted as if it was my fault. After providing my info so the equipment could be manually returned he hands me my receipt. When reviewing the receipt he abruptly says “everything is right”. I told him I wanted to make sure and when I asked him where the serial number was he points over to a sticker very disgruntled and clearly not interested in providing any help. I am not sure why Comcast is hiring people WITHOUT ANY CUSTOMER SERVICE. Luke was rude and clearly not the right candidate for the position. I would give zero stars but it’s not an option. Try to stay away from this new location if possible!!!

I paid to have the start up package delivered in 1 to 2 business days. I received an email stating my service was up and running on the second day but I still had not received my start up package. So, I went into the store to pick it up.After hours of trying to get my internet to work I called into the customer service department and without asking any questions other then to verify my account information I was told that they had to send out at technician and it would cost me $60. I declined the technician and was trying to decide if I wanted to consider other providers....I decided to call into the other customer service number I found and this time the lady was very helpful and asked a lot of questions but couldnt tell me what the color of the lights on my modem meant (it kept flashing yellow and blue).After trying all of the coax outlets in my place she preceded to tell me that I needed a technician to come out to fix it.... only this time the cost was going to be $70....?Does anyone at this company know what is what?

On the phone and 1 1/2 hours. Got nothing accomplished other than them disconnecting me.

It all ways disconnect us from the internet.

Great place and solutions way faster than on the phone

Came at 6:10p to drop off old equipment and pick up new equipment. I was required to check in with the employee standing all by himself. He only checks people in, even when there is nobody to check in. He informed me that I am 4th in line. I asked him for an approx wait time. He said, probably about 20 minutes, he clarified for me that is 20 minutes before someone is available to help me. I asked if he was free to help me. But he only stands at the entrance checking people in. Then waits for another person to walk in. Clearly this is not a step in the right direction from their previous location where everyone working was there to help the CUSTOMERS.Exchanging xfinitys defective hardware should not take 30-45 minutes. My other option was to pay the required $70 service fee for a tech to come out to my house and take vacation time from work. Yes, pay them to correct their defective hardware, that I pay a rental fee on.Xfinity, you truly are heading in the wrong direction. Only encourages more people to utilize the plethora of other options.One more negative, one of the 3 groups ahead of me, was a friend of the employee. So after their transaction was complete, they were talking for an additional 10-12 minutes about a party on campus the previous weekend and what their plans for the summer or after graduation are. Lots of inappropriate language was included.Totally pathetic customer experience. If 0 starts was an option, it still would have been too generous. Waste my time, charge me fees and insult my value as a customer.

Unfortunately it is so hit and miss its hard to give it more stars. Get the right person on the right day and its awesome. Go the next day, different person and its horrible and you are better off going to dentist for root canal without novacaine.

PLEASE READ. I will premise that I am a very patient, very understanding 25 year old man. We went in today to turn in my cable box and router and to start a new account under my girlfriends name. After waiting FOR 40 MINUTES the staff allowed an older gentleman who just came in to cut in front of us because he was in a hurry. Excuse me?? Ended up waiting an additional 20 minutes to be helped by a very unfriendly man named Luke... of course he was very friendly to the older couple before us though. Upon bringing up the issue of the man being allowed to cut in front of us the employees joked about it and did not care at all that I noticed. Ridiculous. Corporate needs to come in and retrain everyone on customer service and respect.

Went in to take care of an issue with my bill and to pay it today with my cranky 1 year old. The issue got resolved, but I absolutely did not appreciate the dirty/judging looks I was getting from the woman employee. Not sure if she was judging me by the way my toddler was behaving or if it was because my bill was late. Either way, I felt extremely uncomfortable.

I am not reviewing the people in this store but the company as a whole. They lied to me to get their sales bonus and now my bill is 120 dollars higher than what they told me. Be very careful of what they tell you and what is actually on your bill. Plus the guys at corporate are more than willing to deceive customers to make a few extra dollars.

Hours are not accurate

I believe his name was Tra, very kind and helpful.

Excellent service and KNOWLEDGEABLE ASSOCIATES

I know these guys get a horrible rep but the people at the new store in the College Hills area are great. Dont waste you time calling the 1-800 number. I changed my plan within 10 mins of being there. Representative was extremely quick and knowledgeable about what I needed. Dont write many reviews but after seeing a 2.1 star rating, these guys definitely dont deserve that.

Would give zero stars if possible. Liars, manipulative, money grabbers. If there is ANY other service provider in your area, choose them over xfinity. Literally anyone else.

Waiting for going on 40 mins in the store to buy wifi extenders. Was told 15 mins. Two people to serve everyone. Worst service Ive ever seen in a retail establishment!

Worst company i think ive ever dealt with.. had had to make so many technician appointments.. have all the x1 playform internet has not been working for days.. they make you wait 4-5 days til a tech can come out. The company is just complete garbage and now i see why its a 2.. out of 5 star and still going down

Comcast is likely one some of the worst value for the dollar. Not to mention the customer service. If you are looking to start their service, get ready to bend over.

Please stay open,we miss you,when youre close

Thank god....Free at last. Went to metronet and got 4x the speed I was getting from Xfinity, and got a DVR that doesnt mysteriously stop on sponsored commercials.

Would be a 0 if I could. They are a company that only cares about getting new customers and do not take care of the customers they already have.

Horrible and I mean horrible customer service! Once in a while you will find a diamond in the rough with their people but good luck trying to cancel services!!!

I wanted to talk to someone and I couldn’t get of hold of anyone. Terrible service!

Useless automated phone system...

Called the technical support line which a supervisor hung up on us and they were sexist towards my wife...... complained to their complaint department and got nowhere.......

Very pleasant experience

There isnt proper queue when you enter. It looks like their trying to be a boutique shop. Internet speeds are very slow. TV packages are overpriced. They try to sell you phones, just stop.

Good service

Very rude people

Bad service

Quick. Nice layout.