XFINITY Store

Very busy location when I visited about a year ago to return a modem. Took me almost an hour just to wait my turn for something so simple. But what can you do I suppose when I came during rush time. Otherwise their service has been nothing short of excellence for me. They have promotions that come out every blue moon but you don’t know about it unless you call them and the representative admitted that to me which I admired honesty. I was looking at downgrading to save some bucks. Then I was told I could keep the same internet speed I currently have plus HBO and 10 channels for $ 6 cheaper than what I’m currently paying with extras Considering I was about to get HBO on the side myself? Yes please! I gained and I saved. I took a star off simply because of the fact I have been going for nearly a year now on their standard price not knowing I could find a cheaper better bundle to contract into till I decided I was probably overpaying for what I was getting and can live on less.

Usually a terrible terrible place with even more terrible customer service. But my most recent trip here was actually quite productive and very quick. I suggest speaking with Josh Hubbard if you genuinely want to get everything straightened out. I called, emailed and called again, but nothing worked until I showed up in person and got everything resolved in 10min. Can’t speak for the company as a whole or even the entire staff of this location but hopefully somebody will find this helpful enough to check it out.

Over the last two years I feel Comcast has really tried to improve their customer service. Mainly noticed through my phone calls to them, but my visit to this store confirmed this feeling.
Stopped by this store to pick up a extra box on right after they opened on a Sunday. Every staff member I directly spoke with or watched interract with customers were very hands on, friendly, and attentive. Most of all they had great attitudes.

If you live in Brookhaven Ga do not go with Comcast. They can not deliver service like you pay for. Multiple techs come out and can never fix the problem. Go to My Neighborhood and see the posts for Brookhaven and Comcast. There are a bunch of us having the same issues and Comcast does not seem to care to fix it but they still take your money. Also you get a tech to come out and they don’t show and their customer service on the phone is pathetic.

Xfinity definitely puts a lot of thought into the appearance of their stores, the set up is very impressive. If they had some merchandise for purchase, the sales on the items would probably do well, the environment definitely puts you into a mindset to spend. The waiting area looks somewhat like a lounge with comfortable seating throughout. Unfortunately, since it takes 30 minutes minimum to get a chance to even talk to someone not sure if my merchandise idea would work. I visited this location on a Thursday at 4:00pm. There were about 20 people waiting and around 5 staff members all just standing there. After walking in I had to place my name on a list behind the 20 others who were ahead of me I also gave the reason for my visit. Since I only came to the store to return a cable box I figured I would be in and out but that was not the case. Several others came in to return equipment and they all seemed just as confused as to why they had to wait for so long. Once my name was called after 30 minutes of waiting I gave the very polite young lady the equipment I was returning, she gave me a receipt less than 2 minutes later and told me to have a nice day. I see that xfinity has a system in place I’m just not sure if it is a efficient one. My experience definitely made me feel like I was sitting in a upscale DMV. If there were something to occupy my time while wating, like if they gave out free water and snacks or had a vending machine, I probably would feel differently. Hopefully, I never have to enter a Xfinity store again I will take my chances holding for 30 min over the phone before I wait inside a store again.

Extremely impressed — I went in to discuss moving and changing my service contract, and I was helped immediately. Korda helped me and listened to exactly what I wanted and helped me get the best deal. This was exponentially better than dealing with somebody over the phone, and was some of the best customer service I’ve received in a store in months!

You think you have seen 2012? No! They have one on xfinity on demand that is TOTALLY DIFFERENT from the 2012 movie you saw! And BETTER!!! Xfinity on demand is FAR superior to any other cable provider out there!

Comcast, just show up for work. That’s all we ask.
When we set an appointment and you confirm, don’t apologize or make excuses for why you weren’t there, give us something to show that you are trying to help. $ 20 is an insult.
Have some integrity as a company.

I have not been to a Comcast store in close to a decade. That is how bad my last experience was. However, things have changed and they have changed for the better. When you walk into one of the new Xfinity Stores it feels like an AT&T or a Verizon store, not the DMV (which is what the old stores resembled and felt like).
We were greeted within one minute of entering the store and asked how we could be helped. We were there because our bedroom remote had broken and had no other option but to return it to the store. When we presented the broken remote to the attendant who helped us, she went behind the desk, grabbed a brand new packaged remote and handed it to us and took our old one. We asked her if that was it and she said yep!
With that experience, I am no longer disgusted by the idea of going to one of these stores. It was a hell of a consumer experience.
That’s my word and I’m sticking to it.

I wish I could give Comcast’s customer service 0 stars. I walked into the location today and it was packed with angry customers and only 5 dazed employees.
I was told my wait to simply exchange a modem would be 38+ minutes, but two people seated near me waited well over an hour and they were not close to being served. I walked out and now need to wait 5 days (without home Internet) for the first at-​home appointment. Comcast really deserves its reputation as the company from hell.

Ok, so I ended up with two cable boxes. I had picked one up and they shipped me the second one.
So i notice an item on my bill called «Inactive Dct Lease
$ 2.50» After loads of calls, I get a guy at a call center who informs me that Dct Lease means the 2^nd box (which I had simply left in the box and put in the garage). Not exactly intuitive. This young man advises that I go by the Xfinity store. And I did.
There was a line with people waiting with numbers like in a bakery and a young woman directing people to take the tix. «Here,» I said. «This is for you.» She backs away from the box like it contained ebola.
Her. «You have to wait in the line to give this to a service rep.»
Me. «How long is the wait?»
Her: «30 minutes.»
Me: «Please take this box. All I want to do is give this back to X-​finity.»
Her: «No can do,»
So I left and took it to the UPS store to have them ship the stuff to X-​freaking-​finity.
Does this make sense to anyone?
BTW there’s nowhere on the X-​finity website to actually leave a complaint, hence this tedious review of their miserable service.

I’ve been to the Xfinity store twice now, and I had a good experience both times. If you’d asked me a few years ago, the rating would probably be negative. I moved and wanted to get cable/​internet set up at my new address. I was originally dealing with someone over the phone but what I saw online vs what they were saying wasn’t making sense to me. I was getting very frustrated and about to just say screw cable — Netflix & Hulu it is but I decided to go to the store instead.
When you walk in you’re given a number and there’s a screen that shows where you are in line and approximate wait time. You’re also greeted and they inform you of the wait time too. I think I waited about 10 – 15 min each time but it was the weekend. They have a huge TV and tablets to use while you wait.
In the past I haven’t had a good relationship with Comcast. It was like that guy that you know you need to stop talking to but for some reason you don’t lol. Well, things have changed. The associate listened to the issue I was having over the phone and was able to explain/​resolve it in under 5 min. I also found out about new promotions I didn’t remember seeing online. I left with my new equipment and a significantly cheaper monthly price than I was expecting.
I tell everyone now if they have an issue go to the store. It’s much easier to speak with someone in person vs over the phone. Everyone I’ve dealt with has had a great attitude and been friendly.

This review is in regard to store ONLY, and my experience ONLY. It doesnt speak for phone, or services in other areas.
I had issues with my sound. I tried everything over the phone. No luck. I tried googling it… read everthing, no help. I couldnt be sure if it was the TV or the cable either. So… I called and asked if I could switch my box. Sure they said. Jut go into this store, so I did.
As soon as I walked in I saw lots of people and a guy came up and asked my first name, took what I was carrying in and added me to the list. The list moved fast. They switched my box, my remote, the power source/​plug, and even gave me new HDMI cables and new COAX cables, didnt charge me anything! No questions asked.
This was great! I was impressed. Out I went feeling better and installed them all, but no sound. I finally tried one thing the TV maker suggested and that is unplug the TV from the WALL outlet. Then plug it back in. That worked! But who was to know what it was until it was found and I got all the rest swapped out hassle free

I wish I could give this place a negative score, the employees have no clue what customer service is. Spoke to a rep named Tisha… And the only reason why I know her name is because of her tag, when I asked her what her name was she completely ignored me. When I asked for her card she denied, I walked over to the next rep and asked for the manager’s card he stated they don’t have business cards… Wait a minute, the rep to your left has business cards but your manager doesn’t? How does Comcast employ individuals like this? Begs to wonder what kind of establishment this is.
This all started when I bought myself a high def. TV and wanted to upgrade the signal, worst mistake oft life. The rep on the phone said it’ll be a $ 10 difference, they sent out a tech to change my box who brought extra boxes I did not ask for (my advice is refuse all the so called free staff that they’re bringing, read the comments you’ll see that the stories are similar THEYRE NOT FREE and your bill will double) after the tech installed 2 boxes and stated I now had phone service… Which I never asked for or have the use for it, 3 months later I’m still dealing with the BS
I can’t wait for google’s internet so I can dump xfinity comcast, that’s all I need anyway

I would give this store negative ratings if I could.
I was returning my equipment, and the service rep was very nice and cordial, she stated I would save money on my plan if I switched to this new plan that included home phone which I didn’t need. Obviously I said ok, since it wasn’t anything that I had to change… a few days later my next bill says it will be $ 20 more expensive. Apparently they compared the post tax and additional charges of my old bill with the pre-​tax and charges of my new bill, and were planning to charge more based off of that.
The kicker is that they won’t let me change back to my old plan, they say the promotion is not there, I don’t understand why I can’t pay what I used to, I’ve been a Comcast customer for 5 years but most likely under all circumstances would I want to switch to another provider after this experience. I had to cut TV out of my package so it wouldn’t be as expensive, but overall I felt that they were patently tricking me to get me out of my original package to charge me more for the same things.

The best thing about XFINITY is kicking them to the curb.
Bye Felicia.

I still can’t believe what I just witnessed.
I can’t give this place a 5 because the only reason I had to visit a center in the first place was because of a big screw up where they wound up sending me equipment and scheduling an onsite visit. None of which I wound up needing. The service guy refused to take the equipment with him, so ONCE AGAIN, I gear up for a visit to Comcast. Now I abandoned that center on Malone Dr in favor of Alpharetta YEARS ago. Once God showed me the light I ran towards it. So I was driving to Alpharetta to take this box back, ANYWAY. But my friends suggested that I visit this new location in Buckhead. After a lot of back and forth it ended with, I’ll think about it.
Procrastination and fear of being charged astronomical fees for a box that had been riding in my trunk for weeks, I decide take a quick run to the Buckhead location, peek in the window and decide whether I would even walk through the door. After all, Hwy 400 is close by.
I walk up to the door to be greeted by an employee who quickly offers to take my box. Now, I really didn’t want him to because if this place was anything like Malone Dr I was LEAVING. Before I knew it he had taken the box, passed it off to another employee who opened it and a third employee was greeting me to ask me to sign in and take… a number? I guess I was in a state of disbelief because he had to ask me about three times before it clicked.
I inquired about the wait (still not convinced) and he said about 10 – 15 minutes. I took a seat (YES, seating) and started to soak up my surroundings. They had the HSN channel on a large screen TV. They had a tablet station where you could demo XFinity on a tablet. They had TV’s that displayed who was next in line. Then I realized, even the air conditioning was on. Before I know it a nice gentlemen calls my name. He quickly processes my return for the equipment, gives me a receipt and says «Thank You». I’m done in less than 10 minutes. No Joke.
Somebody VERY high up in the vast anonymous corporate bucket called Comcast must have been forced to experience their own customer service at Malone Dr. Because that is the ONLY JUSTIFICATION for such a dramatic improvement. Somebody described the Atlanta Comcast office on Malone Dr as purgatory. Well, then I guess I just saw cable TV heaven. And I still can’t believe it.

We decided to do away with our cable service since we rarely, if ever use it. I went to return the box to their Malone drive location and my emotional rollercoaster of being gleeful at seeing no line (like usual) and tons of parking spaces to one of disappointment to see that this location was closed and had relocated.
Fortunately for me, their new location is even more convenient for me.
This location is definitely more open then their previous one. There is no 2 mile long line full of crying babies and grumbling people, just walk in, get checked in and issued a number or put your name on the list to be called out.
Since I was just doing a return, the service was very fast so I can’t say what your wait time would be for a major issue. I was literally in and out in under 10 min which must be a world record since the same procedure at their old location would take no less than 30 min to an hour.
Unlike their old location, there are comfy-​ish chairs and benches, working AC and some TV to help kill time until you are called up.

When you’re tired of getting frustrated over the phone, come to an Xfinity store and get frustrated by someone in person.
This store ONLY deals with sales. If you have billing questions please refer your questions to 1−800-we-don’t-care because no one here can discuss or go over your billing problems. What they will give you is an eye roll and tell you «this is the best I can do.» The best? With competitors offering better services Xfinity’s «best» is just crappy customer service wrapped in a red polo.
Promised something over the phone? Don’t worry, they won’t offer the same incentive.
Told you had to sign a contract to get their service? Don’t believe the car salesman smile, you don’t.
Want free HBO? Showtime? Have you been a customer for a long time? That doesn’t matter. «No» is commonly heard here just as the new Xfinity slogan of «we don’t offer that.»
Arrive an hour before they close and you won’t be here all night although I can guarantee you’ll leave here with the same problem you walked in with.

So Comcast moved from its Chamblee location to this shiny one in Buckhead, across the street from Phipps Plaza, where indeed the interior is quite spiffy.
Whereas the former location had an average 1-​star rating with a total of 57 reviews (no joke), I am starting off with an A-​OK rating for the new place. You still will wait a long time but since there is someone at the door who sifts through those coming in and gives each person a number, you don’t have to stand in line as you did at the branch on Malone Dr. in Chamblee. There are some comfy seats with tablets that you can entertain yourself with. Now don’t get ahead of yourself. The tablets are locked to Comcast apps and content, so don’t think you can play games or watch YouTube videos. But still, the setup is still an immense upgrade from waiting in line forever.
The guy who eventually helped me was funny and bashed the competitor. While I waited for almost an hour, once I got to his station, he took care of me pretty quickly.
Anyway, no one comes to a Comcast customer service center for leisure or out of a strong desire. You come here because you have to. Just be thankful that you can park your butt while you wait.