-
October 2024 by Patrice Smith
Luke was so helpful when I came in with a ton of questions about different phones and setting up a business line for me. The whole staff is great, but Luke went above and beyond and I really appreciate good customer service these days!!
-
October 2024 by Carlton Logan
My promotion for Internet expired, which caused my bill to go up $50. Adrian took care of me with a new plan that didn't sacrifice too much on speed. And, he answered all of my other questions I had. Thanks Adrian!
Updating my review 13 Oct 24. I contacted Xfinity loyalty team today to see what promos and discounts were available. Somehow, they took that as "shut my service off" so my internet was disconnected as soon as I got off the phone with them for no reason, and no authorized reason either. I called immediately to request my service be reconnected, but my plan was no longer available. They were not willing to work with me at all and when I came to this store to turn my equipment in, they could have cared less about what was going on. I WAS a loyal Xfinity customer since 2018, and never had any issues. However, I would no longer recommend Xfinity to anyone. Their customer service is garbage and getting any sort of actual assistance from anyone is not worth the trouble.
-
October 2024 by Lillianna Sanderson
Every Xfinity store I've been to has terrible customer service and time management for starters. When I had first came to set up internet with them I sat and wasn't even greeted for 2 hours in the lobby. But even if we're not looking at that the service awful. At least once a week I end up with no internet for several hours to sometimes a full day and the only thing anybody has ever been able to tell me is that they're doing maintenance. If maintenance is being done correctly not sure why it needs to be done once a week to even several times a week. But when it works it works I guess so that's the only reason I'll give them 2 stars
-
October 2024 by Great America
Horrible service! No tech support onsite that can help with any customer service whatsoever. They referred me to their online tech support. Epic failure by XFINITY and not at all competitive. Do not waste your time.
-
October 2024 by Captain Blackeye
AI customer service bot is abysmal.
-
September 2024 by M C
The “phone assistant” is beyond infuriating. I need to talk to a person, it keeps directing me to a useless bot that was no help. Change this immediately!
-
September 2024 by Paul Hillier
I have been with Xfinity for several years and recently my family and I relocated to Colorado Springs in April.
Unfortunately, Xfinity increases their rates if you do not have both internet and the mobile service, so we had to go a month with a XM only fee on our bill. Once I was told by both the online customer service chat and also in store customer service reps that once I applied to internet services, the XM only fee would be removed. The issue was it was not automatically removed from my bill. I went online to the chat bot to try to get it resolved, the chat bot redirected me to the in-store rep as they claimed the departments are separate. When I went into the store, they redirected me to the online representatives as it was a bill issue. This same situation happened on two more occasions before an Assistant Store Manager finally applied some credits to my account and informed me that I only had so many credits in a year, but I should be good as this is a mistake on their end. Sadly, for my August 2024 bill the XM only fee remained, and I had to go into the store again. I met with a customer service rep I interacted with in the past named Ty who genuinely seemed to care as he remembered me from previous encounters at the store. Ty informed me that he will submit a ticket for the issue to be resolved as he saw the XM only fee was still applied. About 3 days before the bill was supposed to be paid, I received a text message stating that they are sorry, but customer service is still working on the issue. The bill processed and I had to again pay the XM only fee.
Today, Saturday September 7th, 2024, I went into the Barnes store again, I met with a David. David asked me politely how he could help, and I informed him I need to purchase a new phone, and I need help with my bill as there was another issue. David's demeanor then changed when we got to his desk/area. He appeared nonchalant and seemed to be very distracted at one point placing his head in his hands and stating, "I just took another customer too". Well, I was that customer, and I thought that was odd and slightly unprofessional to say. David got my phone number and began looking up my account. He again asked me what was wrong, and I told him about the XM only fee on my last bill. I was specific and stated my last bill and the issue twice. David continued to discuss my current bill and asked if I have paid on my phones. I did not understand the question and stated "I don't know what that means, I get a bill and review it and then I pay it" David then saw the XM only fee only after another back and forth about the timeline of the bill. As he was doing that, he said I need to contact online as this is an online issue. I told him that doesn't make sense because I had to come into the office, and it was in this store that the credits previously were applied. He shrugged and then pointed to my son. My son had grabbed a water bottle nearby. I apologized and asked how much the water was. David in a condescending tone said "water is free but that was an employee's". I felt between his nonchalant attitude towards my bill that I have had to exhaust several days and hours trying to correct, combined with his dismissive and judgmental approach to my son taking a water bottle pushed me over the edge, I told him I do not appreciate his demeanor and left the store.
The customer service at this Barnes location is garbage. If I could give them no stars I would however I cannot provide a rating with less than 1 star so here I am. I do not waste my time providing feedback often, but this store is filled with a low performing team of customer service representatives combined with the under achieving results of the online customer service representative they attempt to delegate any responsibility to; I am considering going to another provider. '
I do like the internet service, overall, its pretty good, but if you want customer service, you will get anyt
-
September 2024 by Mitchell Frank
Speed slowed over time. Extra random "fees". Had to call to cancel and waste 45 min.
-
September 2024 by Bas
I have gone to the barnes location twice this week to upgrade my phone. The first time the rep maxwell was extremely rude. Went back again yesterday said there was 3 people ahead of me. I sat there for over an hour and a half and was never seen. Looks like I have to do it online. Which the online reps suck as well
-
September 2024 by jesse martin
Kaleb was awesome! He was professional. I was in and out a quick. He asked me how I was doing. A sharp young leader that one.
-
September 2024 by drew mcilhany
Terrible service, super slow. I was in the store for an hour, told I was next in line as 4 people get called up. All along, I’m waiting for a service then then tell me I have to all and wait for a person to talk to. Seriously, tell me that upfront.
-
August 2024 by Abby Timmermeyer
Came here to drop off my equipment because I was moving in with my partner, and we are using their xfinity account. They made it super easy to give my equipment back and cancel my service at the same time. I actually got a refund back because I returned it before the month was over.
At our new place, xfinity wasn't enabled, so they had to come out and get some cables connected. We have service but the cables are all still above ground, they had a crew come out to put them below ground but when my boyfriend asked them if they had called the 811 dot before they dig they said yes but there were no flags or marks in the yard. No one had come and flagged, and boyfriend told them this. We also have a sprinkler system, and we didn't want them to cause any damage. They called someone and said they'd be back in 2 hours. They haven't been back in 4 weeks.
Xfinity is a great internet service provider, and we have had no problems but becautious when they come to dig. The lack of communication on when they will be back is disappointing.
-
August 2024 by Kelly Auerhamer
I went in expecting a frustrating experience but was pleasantly surprised. Adrian helped me and was wonderful. If I have any additional issues I will reach out to him.
-
July 2024 by Ryan Hunter
Was wondering if we get a little money back on our bill when these outages happen been down since 3 this morning and they saying it will be back up tomorrow…
-
July 2024 by David Aardal
….service less than one month….notified by text no service until 1255 Wednesday….notified by text again service was delayed until 12 am…assuming that is
The same as mdmite tonite Wednesday and not 12 noon Thursday! You cannot unhook cable or linked wires to shut us out! TV is our lifeline! All of our downloads were with Direct TV! No downloads yet with infinity! Infinity fires forever in time! Name change needed!