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Xfinity Store by Comcast
2825 El Camino Real Suite 100, Palo Alto, CA 94306, United States
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Xfinity Store by Comcast
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Di
Review №1

Kaitlin was fully informed and helped me with transferring service and creating a new account. Also, Anthony the manager was calm and very helpful. I highly recommend this story and these great people.

Es
Review №2

I was acknowledged, then seated, offered suggestions and programs, achieved a connection. Customer service, maturity, and professionalism all a thumbs up.

Le
Review №3

I went there to return unused and unneeded equipment. I checked the router in at the entrance, was given a number and instructed to have a seat, and I was told that someone would be right with me. Twenty minutes later I was still waiting with the same three people ahead of me. I retrieved the router and left. I dont understand why the router couldnt have been scanned in and credited to the account, thank you, and everything updated in 2-3 minutes. The current process is arguably lengthier than necessary.

Mr
Review №4

Great customer service! I went there to get a cable to connect to my modem because the delivery was delayed. They gave me one without asking any further questions.

Ra
Review №5

Fast, efficient and friendly. I was in same out in 10 minutes.

Bo
Review №6

This is just a great place to shop. Helpful people that my safety and needs in mind thanks for a great experience

W
Review №7

TLDR: It’s a WORST Customer service, highly recommend NOT go to this store if you have other options.The experience was so bad. The salesman was not professional and not responsive. He was watching the TV and always ignored my questions. With mask, it is not easy to communicate, but he spoke with lowest voice with loud TV background . Can you imagine that I had to guess what did he just said? I had to friendly reminded him again and again to give me a response.

AJ
Review №8

Very fast tservice.. also enjoy fast free internet connection also while waiting.. I watched coppa america finals from the store 🤪

ra
Review №9

Only been with Xfinity for about 7 months great customer service at this particular location

Bl
Review №10

Good customer service. Knowledgeable staff.

Li
Review №11

Mary was really helpful in helping us purchase internet at our new place. Super knowledgeable and just a professional beacon that made starting service really smooth. Definitely recommend Xfinity and this location based on our interaction with her.

Jo
Review №12

Its so great when the things work properly ...makes less MESS.Its been A week and the replacement hardware is NOT working...When I went back to let them know, no resolution to solve it was facilitated...

Ev
Review №13

The person had my information wrong and not even try to fix it so he send me to xfinity store near me. I went today and Antony, who happens to be the manager, help me in less then 5 minutes. He told me that my phone number was incorrect and that was the reason I couldn’t create my account. This could of been solve over the phone, but he apologized for this horrible error bc my daughter couldn’t go to online classes bc we did t have Internet but Antony made it works fast and we are back to normal. THE 5 STARTS GO FOR ANTONY FROM PALO ALTO STORE ON EL CAMINO REAL.

Sa
Review №14

Good place. To get questions answred.Always improving their technology to be better than the rest.Been a customer for 20 some yrs.Love it

Le
Review №15

Pretty strange service: I asked representative stop internet service and returned router but they are still posting bills? Wake up an idi…, I have already returned the router?!

Lu
Review №16

Very friendly staff, everytime I need something done I bypass the app/website/phone and just go to this store for the best service.

Ni
Review №17

Helped fixed a problem that the call centers not only caused but also could not fix

Wi
Review №18

Phone on gps took me to their east coast office so they had transfer me to their west coast. All I wanted was to talk to local store but that was not possible.

Ti
Review №19

BAD customer service.Not professional and responsive.He just watched tv and ignore our questions, and only responded with unclear sentences.

Bo
Review №20

Xfinity representative in Palo Alto is knowledgeable and very helpful. Shes assisted me on two separate occasions and was professional and helpful. Higly recommend this Xfinity location!

Ke
Review №21

The extra safety precautions taken during Covid-19 are well managed by the friendly and welcoming staff. However, there is usually a wait to get in, as they seem to be minimally staffed, at least temporarily.

Na
Review №22

Service from the location is good and Fast to exchange the Modem. But, he lied to me on my face as it’s latest modem and new Modem. It’s not true. It’s not brand new and latest one. Don’t lie by taking the money

Ju
Review №23

A bit of waiting but I was able to solve my problem.

Ki
Review №24

Super fast service

Ja
Review №25

Yet another great experience at this location. I had a super helpful salesperson (Tyler) who addressed our home wi-fi issue and questions re: programming options. Best of all, he helped me get my monthly costs down.

St
Review №26

Spent a productive hour with a very pleasant lady here a couple of Saturdays ago, swapping out devices, porting a line, all was good. Turns out EVERYTHING she did and told me was incorrect, with the outcome that Im now on a 2-hour-and-counting tech support call to undo and redo absolutely everything - except that its too late to fix one childs line, so hes headed overseas for 5 weeks without a functioning phone. The mother of all clusters. Avoid like the plague.

Da
Review №27

Great set up to abate covid-19. The staff is really friendly and helpful.

Dm
Review №28

Friendly personnel and quick service. 100% satisfied

Ge
Review №29

Great service, friendly help.

Cu
Review №30

I had another good Xfinity experience. Thanks Sunday morning staff. You got my new service just like I wanted. I appreciate that you got me in and out fast. Also enjoyed the staff interaction. The two sales staff at the counter involved me in their fun stories, we all laughedI find that the store staff can generally get me the gear, boxes and equipment I need faster than a call. I am glad there is a store within 10 miles.

Ma
Review №31

It took 1 agent on call and 4 agents on chat to link my Xfinity ID with my new account.If there is competitor, I will switch to competitor and never look back.

Ne
Review №32

Good customer service but calling gets you better deals.

Gr
Review №33

Called Comcast and they said I couldnt do self-install without them sending me a setup kit(it had some kind of card with a code). They said I could go into a store in person to pick one up, though. Went to this store and got everything setup, then they said I didnt even need any self install kit. Mind you this is during the covid-19 pandemic and we didnt actually have to go in. To make it worse, they couldnt even get the online deal rates(lower lease/commitment timeframe). Different story from every Comcast person we talked to. Great infrastructure/internet speed, awful business practices because they corner the market.

br
Review №34

COMCAST COMMITS FRAUDWe recently cut the cord because of Comcasts rip-off prices, and cancelled our service accordingly. They went ahead and billed us for the next month anyway. Despite repeated calls to get the charges reversed, and repeated acknowledgment of their error, and repeated promises that they would indeed reverse the charges, they have no referred the bill to a collection agency. We are going to give them one more chance to fix this, and then will start filing complaints with appropriate state and federal agencies.WHATEVER YOU DO, FIND AN ALTERNATIVE TO COMCAST, OTHERWISE SOONER OR LATER, THIS WILL HAPPEN TO YOU, TOO.

Jo
Review №35

I guess Im the last person to know that youre getting cheated by Comcast out of $13 per month to rent a modem from them. So yeah, I cant stand Comcast as much as the next guy, but this store is great. Ignacio helped me return my rented modem and I was in and out in less than five minutes. I went on a weekday at late morning and there was no wait. Lots of parking in the attached lot, too.

Sa
Review №36

Excellent customer service. I easily returned a rental cable modem router. Upgraded the internet service. Andrew and Robert were specially very courteous and helpful.

Or
Review №37

Good service, fast and there is parking

La
Review №38

Theyre only allowing One customer in at a time so theres a long line and a long long long wait I was there for 40 minutes before I got to go inside and be waited on just to pay my bill I had to pay my bill there because of their mistakes.

Fi
Review №39

Staff was very helpful and professional. I will definitely stay with Xfinity

Jo
Review №40

I walked in to drop off my cable box and the service was terrible, let me explain when I walked in a gentleman approached and took me to his station with 2 other associates and while he was holding my box he was having a talk with them about scheduling and it just seemed like it could have waited or he could have said accuse me just a moment but he was clearly not paying attention to me and Im caring for my 91 year old mother who needed my attention so I said, excuse me could you just take care of me, I think there was one or 2 customers in the store so it was not busy and his reply was, I am taking care of you abruptly and I said to him that I was in a hurry and that you could talk with your associates after my transaction and his reply was I can do what I want so I just was shocked and said that Xfinity promotes how great their customer service is and that the customer is the most important part of their business. I walked to the front and told the girl in the front and she asked who was it and since I did not know his name and he was the only black man I said it was the black man and he must had been right around the corner when he then came up in my face pulling his race card and should he get a manger so I said yes because I was concerned at his anger so a manager came up and started talking while he was on his conference phone call so I waited till he closed out of it and then he kept throwing the fact that he close out his conference call to talk with me like he was doing me a favor. If the management really cares they will look at their video tape of the store and it will tell the whole story. I have been a customer for over 30 years and I have witness such poor customer service on the phone and now in person and no wonder why so many are leaving and going to a streaming platform to watch tv. Xfinity used to be a great place.

Au
Review №41

Kaitlin was a big help!

Gi
Review №42

Want to give 0 star.Went here to change account holders name to my roommate. They said they did, but they didnt submit the change and the bill was still charged to my account after a month. Had to spent 2 hours calling and chatting customer center to finish the transfer. PLEASE DO THE JOB

Fg
Review №43

Horrible simply horrible customer service

En
Review №44

Had a great experience. Even helped to have a better service at a great price

Ru
Review №45

I was moving out xfinity service from California to Texas. Tried to do it via online but never received a call back (supposed to be within 2 hours). After one week of waiting I stop by at this place. It turns out that they cannot do it in-store, only centralized office can (since I am moving out of state). Overall, they did not resolve my problem in any way. For example, they could speed up the process or call to the office on my behalf. Nothing was done, super unhelpful.

Je
Review №46

This location is awesome! Staff is helpful and upbeat, service was quick, barely a wait even when there was a bunch of people.Kinda nice not having a line - just make sure youre put in the queue for help. Awesome experience!

St
Review №47

If you like bad service feel free to go to this store- if you like rude customer service and unhelpful staff be sure to ask for Juan.

As
Review №48

Go see Joseph Lucky. Very friendly and helpful with all of my question

S
Review №49

Good service. Ignacio was friendly and helpful. Provided me constructive suggestion which is very practical.

Yu
Review №50

I transferred my service to my friend. The agent was very friendly and fulfilled our request quickly.

Bh
Review №51

Great store with professional and patient staff. We shifted to Xfinity with internet and cellphone lines. Excellent and inexpensive service, we are very happy with it.

wo
Review №52

Poor service quality.Hide $10 fee cost, only show the basic cost when show you the new plan. Always show you the more expensive deal when you renew the plan.Ridiculous service.

Ke
Review №53

No one likes having to visit Comcast customer service, but this place removes many of the pain points. The waiting area has two large TVs equipped with the X1 cable box so you can watch and experiment with the system while you wait, which wont be very long. The staff is extremely helpful and efficient. Ive never had to wait longer than 8 minutes, and my issues have been resolved in about 5.

Ya
Review №54

Friendly, fast service. They explained the detail of my contract in a polite way. Actually I visited there at around 5pm and was able to use it in the evening. Im really happy.

Pa
Review №55

Manager is lovely. She tried to help me the best way she could.

Ji
Review №56

After calling Comcast and receiving some unclear information regarding service on the phone, it was advised that I go to a service center. I went to the Palo Alto service center. I was greeted upon entering, and given immediate assistance. My issue was clarified right away, no problem at all. I greatly appreciated the quick thorough assistance!

Pa
Review №57

Long waits. Surly staff. Bring all your patience

br
Review №58

Was quite empty and we got help immediately with no wait. Staff was pleasant, asked standard questions why we were returning the router and cancelling service. I just said, I moved and they took it without further questions.

Gi
Review №59

Better than the Sunnyvale location

Su
Review №60

Ive been here a few times and sometimes its great service and sometimes I sit there for a while even though there was only one person in front of me in line. The reps are courteous enough and are willing to listen.

Ji
Review №61

This is about Comcast and not the store. I got a one year promotion and it expired. I got a new price that was higher but my bill reflected a much higher price. Comcast said that the new price expire two days later and that was it. Unethical, illegal? Very poor business practices. I dropped Xfinity and am using You Tube TV.

Sa
Review №62

Beware, they will come up with ways to charge you more every few months. If I could give them negative stars I would. Zero integrity.

Jo
Review №63

Quick and easy customer service.

fi
Review №64

Fast n friendly service!!!

Os
Review №65

The service was quick and kind.

Ad
Review №66

This review is for the LOCATION, not the company overall.I visited here to return a cable modem. I was greeted quickly and professionally, and was taken care of quickly. No hassles at all, and I was offered a receipt without asking. In and out in about 3 minutes :)

Be
Review №67

I actually had a great experience with Comcast! This place is easy to find with plenty of parking. The inside is huge and the staff is friendly and handle take care of you quickly.

KA
Review №68

Very efficient

Xu
Review №69

Unnecessarily long waiting time. I just wanted to pick up a modem but has to wait for customers that need much more complicated and time consuming services. Would be better if they can have a separate line for the simple services. And the staff dont seem to care at all about keeping customers wait.

Al
Review №70

I went on a Saturday to exchange a malfunctioning remote control. Got into the store and surprise! There was nobody at the front desk even though there is one, it could be because it was a weekend. Anyhow, I am giving this store 4 stars because of one of their representatives, he took the time to acknowledge i was there, saw me with a remote on my hand when running to the back of the store while helping another costumer and said: do you need a remote? I said yes and he came back with two and even explained that those were the new models. It only took a couple of minutes, i thanked him and went on my business. The other reps didnt even acknowledged i had entered the store, he was so fast that I didnt even got the time ask him for his name, but thank you, your actions made the difference.

Ze
Review №71

Nice service. The staff is kind and professional. Our service activation problem was solved in minutes.

Vi
Review №72

Excellent service! Very friendly and helpful

Su
Review №73

Wish I wouldve went there in the first place instead of trying to talk to someone on the phone. Staff was very helpful, fast and understanding.

ni
Review №74

Anthony was extremely friendly and worked extremely hard to fix our TV. The TV works great now and he gave us an in-depth walk through about all of the xfinity features. He is someone who truly loves his job and works hard. Thank you Anthony.

Sl
Review №75

Comcast is the Huawei of cable providers. Yeah, theres some cool stuff, but you know something shady is going on behind closed doors.

Sa
Review №76

Had a bit of a wait but it was not too bad. Staff was helpful but not overly knowledgeable so I would make sure I know what I was getting into before going to the store.

Jo
Review №77

The assistant manager refused to give his business card or give his name. Draw your own conclusions--(Billing dispute, was promised one rate, charged 60% more. Escalating to the district manager)

An
Review №78

Great props on my last visit to the customer service rep who I cancelled my contract with. Walked in, handed over equipment, walked out less than ten minutes later. Didnt try to upsell me or keep me because I was moving out of the country.That said, everything else about Comcast is awful.

Lo
Review №79

Remote broke and they replaced it in less than a minute. No lines and helpful staff.

Ju
Review №80

They could addres customers faster to take less time at the store. Xfinity voice is not well known and they could own that market segment when competing with att, verizon, tmobile and others at about $25 to $40 per phone

No
Review №81

Kaitlin was very patient and persistent in solving my problem. Kudos to her.

Ni
Review №82

Very helpful folks here. They helped out very quickly with my new internet connection.

Am
Review №83

Awesome service!Joseph was very kind and helped me to activate my internet service. He also gave me good advice to save money, which made me feel valued as a customer.

Yo
Review №84

Good and fast service! After a router failure the store in Sunnyvale gave me another DOA, even though Comcast insisted that they really needed to send a tech out, I went to the store and asked for another router pretty please. I had done some extensive testing and was 95% confident that the router was a DOA due to massive packet loss between any of my devices and their first connection, a.k.a the router.After doing multiple tests, configs, resets, single devices blablabla IT stuff, I decided to give Comcast support a go. They insisted for over 1 hour that the problem was the line, not the device.As confident as I was I went to the store, explained it, and told them I really wanted a new device. They person helped me, gave me a new device and guess what?Im happily writing this review with no packet loss anymore! :-D

Ab
Review №85

Great experience. In and out in 5 minutes. Tommy was very helpful and offered me a receipt without me needing to ask.

Mi
Review №86

I do not like comcast at all, but I admit this store is pretty amazing. Large and pleasant atmosphere and the workers were very helpful. A ridiculous amount of my bill probably laid for the large area with any big TVs.

An
Review №87

Wow - no lines and great service - totally impressed!

Da
Review №88

Kind, knowledgable employees. They have really good deals on cell service if you already have Xfinity wifi.

Ga
Review №89

There is no reason for this store to exist. I literally sat with an agent while they called the same customer service line that every human has to call in order to accomplish anything. So, essentially you drive to the comcast store, sit and wait to talk to a rep who then has to call an agent who will place you on hold. Its a pointless endeavour of comcast to take up retail shop space that could be something interesting or useful, like a coffee shop.

Sh
Review №90

Well staffed and efficient. I was pleasantly surprised 👍🏻

Ar
Review №91

Very helpful, friendly. Lines arent too long. Shout out to Edgar--got my problem resolved in less than 5 minutes. Great service! Most Comcast service centers are not pleasant experiences--this place is an exception.

Co
Review №92

Good

Ma
Review №93

Ive been a Comcast business customer since 2009 with no major issues until their internet cable broke this week. After 4 days, 2 local technician visits and 8 long calls thru their support service, we are still without service. Service appointments cannot be provided in less than 36-48 hours and when the technician realizes that the job is not easy, simply finds excuses to leave without completing it. Support is careless, supervisors are careless, escalations are useless. And, be careful when you sign the contract, Comcast has no SLA and their liability is limited to the monthly bill fraction corresponding to the service interruption period, about $1 per day of interruption! If you need a business level service, stay away!

J
Review №94

Great customer service! Super helpful and called me right away when something wasnt working.

Ro
Review №95

Clean, organized, and the day I went they had 3 San Francisco giants players there.

Ki
Review №96

Just walked in here during lunch hour to set up tv/internet service for my apartment in SF. Customer service was incredibly nice and showed me all of my options and explained every fee that i would see on my bill. Im literally in shock at how easy that was. Definitely recommend this store, took the pain out of cable set up!!

Gi
Review №97

AWFUL experience., horrible customer service!!!! I went in to set up new acct and rep was more interested in checking his text messages on his phone next to the keyboard while he was typing in my new acct info. I had to squeeze info from him like how do I pay my monthly bill, when do I receive my 1st statement, how do I set up my online acct, etc. He did not volunteer any info b/c he was in a hurry to get rid of me and get back to his phone

Ch
Review №98

Very disappointed, had to hang-up after waiting 67 mins just to get help. That same song over and over again, it sucked! That song gave me a headache. Dont call between 3-7 pm you will not feel comcastic at all. lol

Gi
Review №99

[EDIT] We asked for a temporary contract as we were moving out of our apartment and needed internet in both the old and the new place. When we explained what we needed, that is, a temporary contract without cancellation fees, they said they had exactly what we needed. When the time to cancel the contract came I went to the store and was asked to pay the cancellation fee. When I complained with the store manager all he said that there was my signature was on the contract so I had to pay the fees, and that I should have read the clauses before signing. Utter incompetence or fraud? Id lean towards the former.

Ru
Review №100

Extended hours, minimal wait, cheerful staff. By far one of my best experiences with service providers.

Information
50 Photos
100 Comments
3.7 Rating
  • Address:2825 El Camino Real Suite 100, Palo Alto, CA 94306, United States
  • Site:https://xfinity.com/local/ca/palo-alto/2825-el-camino-real--suite-100.html?CMP=ORG:OTH:BAU:ALL:COM:GEN:INT5446cc3b393b1
  • Phone:+1 800-934-6489
Categories
  • Internet service provider
  • Burglar alarm store
  • Business to business service
  • Cable company
  • Cell phone store
  • Security system supplier
  • Telephone company
Working hours
  • Monday:10AM–8PM
  • Tuesday:10AM–8PM
  • Wednesday:10AM–8PM
  • Thursday:10AM–8PM
  • Friday:11AM–6PM
  • Saturday:10AM–8PM
  • Sunday:10AM–8PM
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