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October 2024 by Cynthia Kelley
Worst for service. Took more than 2 hours to get them to change my service from cable and internet to just internet! They took 2 months to send me a label to return a piece of equipment that I requested to return by ups since there is a ups store near me and the nearest xfinity store was further. Very annoying. Unfortunately there isn't another internet service available in my area that is as good.
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October 2024 by Nancy Pizarro
WORST COMPANY IN ALL OF MASSACHUSETTS, this company will sell you lies have you waiting on the phone for hours to then not even be able to speak to an American who speaks English! I don’t know any other company who lies about promotions and other horrible services that they have. If you go to xfinity, just know you will be EXTREMELY DISAPPOINTED!
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October 2024 by Aleksandr Skors
Customer support is the worst thing about XFinity. They have a separate department for each service and you will end up spending at least three hours to get anything done.
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September 2024 by John Barber
Extraodinary customer service. Several months ago, I went to the X-finity store at the Holyoke Mall for a new phone. Not only did they have it in stock but it was less expensive than the same phone at Brst Buy (which didn’t have it in stock). The Associate (I regret that I forgot her name - Sarah, I think) spent nearly 2 hours making sure all my important information was transferred and the phone was working properly before I left.
Today, my wife and I went there to get her on my plan. We got an amazing Associate, Nani, who walked us through the process of getting her off her old plan and making sure everything was working well. She also alerted us to the fact that our Xfinity points qualified us for an almost free smart watch. We took it and she spent another 30-45 minutes getting that set up.
Rarely have I experienced such outstanding customer service. And to have it twice from the same business from two different Associates, is truly remarkable.
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September 2024 by Chrissy H.
As soon as I got there the person who helped me, forgot his name, he was polite funny and knowledgeable. I had a great experience.
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September 2024 by Clayton Shea
It is ABSOLUTELY OUTRAGEOUS that you cannot get to a representative property, but will be asked over and over and over for something you have already declined four to five previous times ONLY for it to be asked again. NO, I would NOT like a link or be texted somewhere else and I should NOT be asked AGAIN ABOUT THE SAME THING, WHEN ALREADY SAID "NO" TO THE AUTOMATED SYSTEM, WHEN ALL I NEED IS A CHANGE OVER THAT REQUIRES AN ACTUAL PERSON FOR CONFIRMATION!!!!
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September 2024 by J
The issues going on here are a corporate wide issue! The mangers are lazy and could care less. The most serious issue is that they are charging unauthorized products as well as false marketing. Be aware you will regret doing business here!! I would report it to the corporate office, however I would file a formal complaint with FCC
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August 2024 by Cameron Seker
If you’re like me, you generally dread having to go into your ISP’s brick and mortar store. Usually the wait is forever, the workforce is pushy and unhelpful, and you have to set out at least an hour to be sure you can get your problems fixed. At this one though? Tyler, super friendly and helpful employee, got me in and out of the shop in less than 10 minutes with a great deal for what I needed all while being personable and kind. Great first impression for my new internet service, will come back gladly for any more help needed.
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August 2024 by alex
On 8/6/24 I had an extremely pleasant experience at this location upgrading my router. The clerk who helped, named May, was extremely courteous, helpful, and all around a joy to chat with. She deserves a raise. I have nothing but nice things to say.
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August 2024 by Tatum Lyles Flick
Every month the site crashes when I try to pay my bill. I HATE this service because paying the bill is so frustrating. It's an internet company. If anyone should have a functioning site, it's them. I can't find help. There's no one to email. I just have to waste time logging in over and over again.
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July 2024 by Melody Foxx
I would give them 0 stars if I could, they will steal your money by signing you up for services you didn’t ask for and refusing to refund you after they mess up. I’m currently on unpaid maternity leave and had my bill doubled after three months because they sent equipment I didn’t need to my home and didn’t mark it as returned when I brought it to the store and they added tv services to my bill without my consent or awareness. I have now gone into the store and spoken too 9 costumer service representatives and supervisors in their billing department and have been lied to every time. I’ve been told multiple times now my money would be refunded in 24 hours, and that the issue would be recorded in my account and not occur again only to never receive my refund and find out none of their representatives have accurately recorded the issue in my account. They tried to provide a credit of $20 for next months bill when they owe my $70.68 for the services I did not consent to having added to my account. I’ve been on the phone for 40+ minutes today after weeks of trying to have this resolved hoping to get it dealt with. They ruined my maternity leave and chance to recover and bond with my baby and stole formula money from my baby. This company is so messed up and has 0 compassion for their cruelty.
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April 2024 by Artnana
I am so thankful for the employees at this location. I have had so many problems with the online chat and call center service at Xfinity. Making an appointment online is easy and seeing the rep in person is the only way to get your problems solved. I have had to go back several times for different service issues and they correct them every time. Don’t waste your time with the chat robot or the call center, going in person is the way to go for Xfinity.
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April 2024 by M Mkrasnov
Employees make mistake and then you end up paying for it as a customer. I had bad experience at this store. I had few phones active, so I added 2 more, but promotion of $500 off didn’t kicked in, because employee made a mistake. His name is Kyle I believe.
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April 2024 by Jali Ackerman
Xfinity makes it impossible to get actual help with a live person. If you have any other option for service, use the alternative.
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April 2024 by Pete Pashko
Sick of getting ripped off
