Xfinity Store by Comcast, Katy TX

Quick and easy, I also believe its the way the customer interacts with the store personal to get things moving forward.

Marco was wonderful about tending to my needs, giving me the items I needed while also saving me $30/month and increasing my internet speed! He explained everything fully and showed me what I needed to do when I got home to hook up the new equipment. A wonderful experience!

Helpful And friendly staff. I went back today for a sim card and they expedited the process as it would only take a few mins instead of making me wait.

Much appreciated

I just return the modern for the employee gave me for one month free but the employee cut off my internet plan! Then I took two hours to get back! Why they never listen!

-1/2/20
*signed up for xfinity package online
*Had to call in to schedule installation for 1/3/20, only offered 12 hour window, 8am to 8pm
* Went to physical store to pickup equipment
- 1/3/20
* By 730pm no one had called or come by, so I called to be notified I had no appointment. After I insisted I did, the notes were magically found. I was offered an appointment for the next day, which I refused. Then I was told the technician tried to reach me and would come back out to my house now. He'd be there in 15 minutes.
*830pm called back because no one had arrived 45 minutes later. This time I was told no one was on the way to my home and I have no appointment. I immediately requested to end our relationship.
* Same call transferred to loyalty department where the rep cancelled the plan. Prior to completing the call, I requested an explanation to which she responded she doesn't have access to what happened. I explained previous reps could see Bryans', and Johns' notes. Magically, now the research could be performed. After waiting on hold for 20 minutes, she came back to me with the following.a sales technician had come to my house 1/2/20, not 1/3/20 and discovered a complex problem and would need to reschedule my appointment.
*1/4/20 I reviewed my camera for 1/2/20 and no one came to my residence that day.
*1/4/20 returned all equipment to store

What went wrong?
1.12 hour appointment window that no one showed up for

2. Lack of record keeping by not adequately documenting calls

3. Stating fallacies that someone was on the way twice

4. Offering no solutions

5. Wasted over 17 hours - on phone, going to store, waiting for technician to arrive

6. Only offering 12 hour windows

7. Insisting equipment be picked up by me and brougt by the technician.

8. Loyalty department did not mention when a refund would be issued or to return the equipment.

9. Some reps involved: Bryan, David, John and Alexandra

10. There's more, but you get my point.

I'm beyond understanding why any of this was allowed to happen.

Still no service!

Horrible customer service, they do not care about their customers. DO NOT GIVE THEM YOUR BUSINESS

I went in there needed help using my phone and buying some accessories. The sale rep Kencia help me find the accessories that I needed. She took the took to not only help me setup my phone but showed me how to use my phone the best way it fit me. She is very king caring and very funny, she even put on my kids favorite shows to distract them when we setup the phone.thank your great very much recommended this store and this rep.

Mr. Gomes was great and very helpful! But prices and fees made me hesitate. Don't understand how something starts at $100 a month and then you add all of Xfinity fees and it comes out to $156 a month. Come on people why you have to charge so much. People on a fixed income can't afford this therefore we have to do without TV.

They're quick.
Although they try to limit the number of people inside the store, the reps work easy to get the work done.

Was in for account ownership change. Spent 10min or so waiting for their conputer (s) to startup. Rep finally moved to other workstation. Other than that, good experienxe so far.