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November 2023 by Anneliese Ellerton
After reading some of the reviews, I must admit I entered the store with some trepidation. So, to my delight, I met Jonathan who treated me politely and professionally and took care of a cell phone issue that had been bugging me for weeks. He was able to fix the problem which endless calls to customer service had failed to resolve. I would highly recommend Jonathan.
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September 2023 by Kelly L.
Comcast/Xfinity customer service on the phone suggested I switch to newer boxes since mine were so old, there are free upgrades. I have 4 TV's so brought them in 1 at a time, in case I had problems. I did. turned out that clerk had given me the wrong box, so it never would have activated. I came back for a 2nd one, different employee spent some time on the computer (supposedly activating the box remotely, since I was having troubles, not knowing his predecessor had given me the wrong equipment) handed me another box and I left, very little conversation, no paperwork. Now 3 of the 4 TVs no longer worked, and I received an email saying they had changed my plan from $103 a month to $190 a month! The clerk at apparently made an error, I was a customer for so long I had a discounted rate, and he wiped that out, and they claim it cannot be restored. 4 hours of Phone Calls, 3 trips in and still no luck. The tech who came out to get my TVs working was wonderful, but that still doesn't change the fact that xfinity- due to clerks mistakes at the same store- have now almost doubled my bill...
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September 2023 by Katie K
I walked in to get the equipment for internet service and my mobile transfer only hours after purchasing the plans, and Fresh was very helpful! He took over much of the call to AT&T, who do NOT make transferring servers easy, and I greatly appreciated it because I didn't really understand how the process worked.We encountered an issue that he hadn't seen before with transferring service from AT&T with an android while keeping the number and device, and being both a primary and secondary user on the account, but he got it fixed quickly. He also helped 4 other customers just while we were on hold with AT&T, which was impressive!I really appreciated his help and patience and am happy to be off of AT&T after probably 12 years of thinking that mobile service had to be some kind of torture. Thank you, Fresh!
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September 2023 by Jermane Smith
8/7/237:20pmI walked in was greeted and helped immediately by lovely Jada (whom is easy on the eyes) return Xfinity equipment I was in and out within 2 minutes with her great customer serviceKinda made me sad I was temporarily leaving XfinityI will definitely come back soon
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September 2023 by Neil Isaac
Associates are not friendly and accommodating. They don’t even what product knowledge is all about. Don’t waste your time going here.
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August 2023 by Calen Sifferman
Stopped in to return new/unused security equipment a few months after the tech came to my house to install. The tech didn't mention I had 30 days to return the extra equipment that he couldn't install.When I attempted to return the new/unused equipment to the Westwood Village location, the district manager (who just happened to be available to assist me, I didn't escalate to him) explained that policy restricted Xfinity from taking it back, but that he'd put in a ticket as a courtesy to see what else could be done. He forewarned me that it could take a while to get a response. After waiting a few months, I returned to the location to check in on the request. The district manager wasn't there, but another employee said that the district manager (who the employee confirmed was the same district manager I spoke to before) would call me within a week's time. I never got a call, so I contacted Xfinity by phone.After being given the runaround for 75+ minutes over the phone (25 of which was being on hold), I eventually got a callback from a defensive unempathetic "escalation supervisor" who put his authoritative foot down about the 30-day policy, and he also mentioned that the Westwood Village district manager never put in the ticket.So, now I have extra security equipment that I paid for for Xfinity to install, but they couldn't install it and now won't take it back.The Xfinity security tech, escalation supervisor and Westwood district manager all failed a 15-year customer. What a company.
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August 2023 by Joni
RJ was awesome! He helped me navigate a difficult move to the east coast. I couldn’t get good rates or service over the one with xfinity, but he was a game changer. Got me hooked up with xfinity mobile after poor service with att! The team at that store was amazing. Thanks again!
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May 2023 by Daniel Zemichael
Bad customer service. I got a new Xfinity receiver box from Comcast and today I came to this store to drop off my old receiver box. Although they accepted my return and gave me a receipt, one of the employees laughed at me on my way out. That’s just rude.
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May 2023 by Angela Frasier
Worst service I've ever had, and impossible to talk to anyone for help.
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April 2023 by Neil Flores
I don't write reviews, but I think it's worth it in this case. I spent a few hours in this store, over a couple of days, trying to get a cell phone issue sorted out. While switching from Verizon to Xfinity Mobile, my phone # was lost in the porting process. Very unusual and not your everyday issue, so I didn't really anticipate the employees being helpful. There was good and bad...Initially, a couple of the employees did attempt to help. But it became very obvious that once the issue was beyond their comprehension, they tried to get rid of me as fast as they could. I was told that I wasn't a customer, that they had no record of me in the system, etc. So I had to take quite a bit of time proving to them that wasn't the case. One guy even told me, "Bruh, you're not a customer." Yeah, he called me "bruh." Eventually I took it upon myself to call Xfinity tech support, when I was told it wouldn't make a difference and they clearly didn't want to. I then logged into my account on their laptop, showed them where and how I was listed as a customer, and why I wasn't able to do all this myself. The number of times I heard a "huh..." from them was astounding. A few times, I really felt like I was training them.My issue is still not sorted out, but I won't be returning to this store. It's excessively clear the staff here attempts to do the least amount of work possible. Only go here if you need to drop-off/pick-up a cable box, swap out a remote, pay a bill, or something super simple. I saw several customers come in for these basic services, and the staff did pretty well those customers. Hence the 3-stars. But avoid if you have an actual, technical issue, as they are not trained for those types of situations. Thanks for reading.
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April 2023 by Adam Gonzales
I went in due to my bill being increased, and I was helped by javi. He was very nice and got my bill down to what it was before the issue.I called into the customer service center and they were rude and didn't help at all.Javi will do you right.
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March 2023 by Mimi Sweet
Fresh resolved all the issues I had setting up my account. Calling customer service was the worst experience even in corporate level. Thank you Fresh you deserve the recognition and great ambassador to the company.
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March 2023 by JoAnne Shaw
REMINDER TEXT MESSAGE FROM THIS XFINITY STORE - NOT CORRECT!!!I had an appointment 2/27/23, at 1PM, at the Westwood Village Xfinity store. On 2/26/23, I received a REMINDER text that my appointment was at Jefferson Square. While I was at Westwood Village on 2/27/23 at 12:49PM, I received a text saying my app't was at Jefferson Square Seattle. I drove there, asked business owners where the store was located.
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March 2023 by chuck layng
The customer service gal #4E8 was very helpful and took care of all my needs.
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February 2023 by Samantha Calden
Really helpful and prompt service. Unfortunately issues with equipment on new install but the guys here are wicked nice. Will return
