XFINITY Store

Comcast SUCKS! Worst customer service systems and policies ever! Even the employees hate Comcast.

This review is specific to this store and the service they provide. Full Disclosure: I can’t stand Comcast’s TV services. I settled for them for over a year because of their deal with my apartment complex, but eventually I had to go back to U-​Verse. Just my preference. But I wanted to write a positive review about my experience leaving Comcast and at this store in particular.
I entered the store off Mason and there was a young woman who worked there helping an elderly couple immediately in front of me. They were engaged in conversation and the young lady was explaining in detail some instructions to the couple. I stood behind them and figured I’d patiently wait my turn. The young lady went to grab something for the couple, and I overheard them say how helpful she was and how happy they were with everything. As I overheard this, I heard the door open behind me. There was a sweet old lady with a walker trying to come in. At once, I set down my bag of return items and got the door helping her in. She was very sweet, thanked me, and asked if I had «signed in»? I was confused and didn’t really know what she meant so I smiled politely and just made sure she got in okay. As the door began to close I noticed another woman walking towards the door with return items of her own in her hands, so I pushed it back open. This woman said nothing, no «thank you» or anything, just ordered the elder lady to sit down and she’ll sign them in. At this point it dawned on me that I hadn’t noticed the iPad set up to sign in. The elderly lady in her walker had made her way cautiously over to a seat by now, and I knew that there was really no way to let this other rude lady know I had come in before them, not to mention helped her mother get inside. I took a deep breath, signed in after her, and took my seat.
A few names got called and the young lady helped them quickly. A man walked in wanting to return his equipment while she was helping another customer, and she paused to let him know where to sign in. I was a little miffed that I hadn’t gotten that same notice, but nothing to do now. So the rude lady was now next. I began to do a crossword on my phone, when suddenly MY name was called. A little taken aback, I walked up and proceeded to return my gear. It was very quick and efficient and with a smile. As I got into my truck it hit me what she did. She noticed me come in first, but wanted to keep her poise with her current customers (the elderly couple) as I entered. She then had the peripheral vision to see what happened between the 2 ladies and myself, not to mention notice what name I entered into the system. Without skipping a beat, she kept the correct order of customers and never made it awkward for anyone. She was unbelievably polite and efficient. I was so floored that here I am praising this young lady. I just caught sight of a business card as I left and I think her name was India. She was spectacular. I’d steal her away for my own business if I could.
This job isn’t easy and you can tell just from this page how horrible people can be in their reviews. Makes some sad people feel very big to demean those in the service industry. But India and the job done deserve recognition. Thank you to her, the store and Comcast. As unsatisfied as I was in the TV service, I was more that pleased with the exit. Good luck in the future. –Tony

We are extremely disappointed with Xfinity/​Comcast Katy. We have a jack leg security system. The installer left the key pad hanging out of the wall and the cameras are not functional whatsoever. We have a 3 year contract for nothing. I called the supervisor many times. No return call. As far as the cable goes, tonight we had dinner and bathed all of our kids. We made popcorn to settle in for a family movie night. Right in the middle of the movie, it just cut off. It took us 30 minutes to find a customer service number to call. The TV showed all of these instructions to try first. When we finally got in touch with the service dept it was a recording stating that our area was under a maintenance issue and would be restored the next day. Evidently they knew this would occur. They could have alerted us. I will be deducted the hours from my bill and after 20 years, will move on to another source for our tv entertainment. Remember Ma Bell? Goodbye Comcast!

I’m shocked this company is still in business. We decided to give xfinity a shot after our ATT rates went up. They claim to have the «fastest» Internet with their Xfinity Blast service, but we could not even stream Netflix or other Internet based services on more than 1 TV in our home. We were on the 24 mbps plan with ATT & it was MUCH faster than this alleged 150 mbps with XFINITY. On top of that, our cable constantly went out and I had to spend hours on the phone and at this XFINITY store multiple times to fix other issues (cable box not working, etc). XFINITY charges you to come to your house to fix problems they created! ATT UVERSE doesn’t have a physical store for a reason — if something goes wrong they come to you, FREE of charge! When I finally reached my limit and cancelled XFINITY, the employee I spoke to on the phone argued with me for 10 minutes about how their Internet couldn’t be the problem bc they are the «fastest» provider. I am so much happier with ATT again and am happy to pay $ 20 extra per month for a great product and amazing customer service!

Not an ounce of customer service in their bones. They should be embarrassed! If only there were another isp that offered faster speeds

Came here at lunch to return some equipment. Take a number!
The waiting room was full and there were not enough seats. Only 1 customer service rep was working. You would figure that they would understand that people will be coming in on their lunch hour, so the place should be staffed accordingly.
The girl at the front was friendly and got me checked in quickly. The wait was about 20 minutes, just to drop off my equipment.
Be prepared to wait.

I’m so glad to be rid of crapcast. Having to wait over an hour in a store with only 6 seats just to return equipment is ridiculous and only 1 person assisting a room full of customers. I never have this ridiculous wait with at&t. There Internet sucks and customer service is worse. Learn to value people time.

This is the friendliest comcast/​xfinity store in Houston. I had issues with my box a few months ago and tried to solve it at the store on 290 and was there for more than an hour. Today I changed boxes because of a move and I was in and out in less than 30 minutes. They waiting line moved smoothly, the girl at the front was nice, and the guy that helped me out was the BFG (seriously! Super nice and super tall!) He took care of my problems without a bad attitude (that’s a first in the 5 years I’ve dealt with Comcast!) and actually knew what he was doing. As you probably know if you’re visiting a comcast location, that’s a rare find indeed.

For a business that has high volume customers, they should provide more seating ! More than 6 people waiting have to stand or sit on the floor.
There customer service is fine but who wants to stand up or sit on the floor to do business. There is always a lot of people here. Right now 20 people waiting 6 chairs.
They need to get that part right. There is space for more seating. Just my 2 cents.
In the end I upgrade to the Xfinity 1 and there are good and not so good points.
You can record form the main DVR and watch on any of the HD boxes not on the small ones. I like that feature. Still no timer to cut the box off, and only the main box will show the time and none show the channel. I think these things show be addressed. All on all I needed to raise them to 3 stars

This is a brand new store, just 3 min walk from the old location. The store reads «Xfinity» on street sign and on top of building. But it’s a Comcast Store.
Very fancy lounge with state-​of-​art service counters and product displays.
It’s easy to find, just follow the directions:
— On S. Mason Rd, turn into the strip mall at Merrymount Dr. There are Wells Fargo, Starbucks and Krogers up front.
— Drive toward the water tower.
— The office is in the same bldg with Wings ‘N More, and 2 doors down from Petco, at the end of building.
— Across from the parking is Alamo Drafthouse Movie Theater.