Tyler Homon is the most pleasant person I have dealt with regarding my Comcast service. He was attentive & actually listened to what I requested regarding my needs for service. I got exactly what I needed and wanted.I came into the store because the Phone customer service was so terrible. The automated system is absolutely deplorable & majority of the phone reps didnt listen or even attempt to meet the needs I was requesting.Before I came into the store I was madder than the mad hatter. I was overjoyed by the time I left & that is totally thanks to Tyler.Thank you for your professionalism & kindness Tyler, you are a credit to Comcast.

Service was quick and knowledgeable in the store however beforehand signing up by phone AND online was a nightmare. Too many HOURS waisted.

Exchanging a dead cable box. Fast and efficient: much more so than the last time I was there (about 3 years ago).

Very helpful, very friendly. All problems were handled quickly and I was on my way.

I have been underwhelmed in the past with the service from Comcast; however, today was a welcome change. The representative Cory was professional, courteous, and went over and above what was required to resolve my issues.

Very easy process. I waited for maybe 10 or 15 minutes before I was called next then the set up took another 5 or 10 minutes. Overall very smooth and the associates were all very friendly and helpful.

In and out in notice for replacement router. Staff was friendly and courteous.

Gavin was courteous, professional, articulate and knowledgeable. Very impressed.

The wait is very long. They want you to get on your phone and use your data to pull up the internet but they refuse to let you on their network to make it faster then the customer service worker gets annoyed with me. I hate going in there as it is rarely a good experience.

Honestly I was prepared for a fight as I wanted to cancel both my cable and phone service. But it couldnt have been easier. In and out in 5 minutes. I recommend making an appointment. Masks are still required as of this posting.

Gigabit doesnt mean anything if your service gets constantly interrupted and the tech thats supposed to fix the issues doesnt even show up an hour after they were supposed to arrive. Im incredibly agitated that it took 4 calls over the passed 2 weeks just to get no tech.

Tyler is a super person. He has helped me the four times I had to go back to the store because my phone is sick. Tyler deserves a metal. Or a raise.Linda Haffner

Scheduled an appointment at the Willow Grove Pa store for assistance in transferring my SIM card to Comcast. I had already received the Comcast SIM card in the mail. We were not purchasing anything. We are a new customer so haven’t been bill as yet. First the Tec than the manager, after verifying our account, advised they wanted to run a credit check. When asked why, both responded it was company policy for all stores.I subsequently found out by actually speaking with both the Comcast representative that signed us up and customer service that this was untrue. It appears that they just were giving us a hard time because we didn’t purchase our service at this store.If it wasn’t for the positive experiences with other Comcast reps I’d be going back to Verizon.

Amazing staff. I was in and out really quick. Like most people, I don’t like to wait which is why I choose my days carefully. It seems that Friday and Saturdays are really busy days in the store. The person who greeted me was fantastic and made me feel welcomed and the agent who I worked with was really professional. If you are impatient, I would recommend to schedule an appointment. The staff is not at fault for the things that Comcast do, they always try their best to help.

3.5 quality service.

Courteous staff, dropped by without an appointment and was helped in a few min of wait. Thank u!

Had my mom switch services and got a mind blowing surprise. If your not computer savy you might have trouble adding services or changing them. They never tell you when signing up that you have to fill out permissions to do anything on the account... you also need to be sure to add anyone that you may need to help you talk to the agents should something go wrong. Otherwise the staff was friendly and their high speed package is hard to beat. Lastly the item I added was the pod.... They work like a dream for those dead spots you will have in the house.

Good service. Took time to listen and help me with an issue. Good social distancing. Quick and efficient.

Best customer service we ever had, this guy Tyler was very patient with us, for some strange reason 1 of our 3 iphones was locked by sprint, sprint was unable to unlock the phone unless we conatxed T-Mobile (merger) Tyler helped with the online chat with their customer service, it took a few hours but it was well worth the wait . We also have Xfinity internet at home which we are very happy with.

Ive been with xfinity for several years now and i have been with other stores, but none can come close to xfinity,there internet,cable and phones are the best,a little pricey but,you get what you pay for and xfinity is 5 stars.

Even though Comcast’s intentionally confusing pricing plans exasperate me, this store is well run, and the staff is friendly and knowledgeable. Make an appointment online, and you’ll be in and out in no time.

Good luck with transfers, they promise one day, then call you up and schedule for weeks later. Also running a monopoly on this side of Maryland. No other high speed providers. So they got you over a barrel and they know there’s little you can do to go elsewhere.

Upgraded our Comcast internet plan, got slower speeds, techs never showed and getting billed $50 more a month.I really wish a company would come along and compete with Comcast, then maybe they would do a better job.

I just had an excellent experience here. Great staff. Thanks.

The service was very good. They helped me quickly and were very informative.

Today I worked with Cory at the Frederick location. He was informative, polite and quick service. Thank you!!😀

Cody was extra niceEven gave me extra screen protector from home.Played me few songs from Buju banton clips.

Not much by way of retail items (cases, chargers etc) but staff was great!

Fast and friendly!I’ve been here a few times in the last few months (getting new router, switching out boxes, testing WiFi cable box...) and they have always been great.PSA - WiFi box not great, the audio and video get out of sync regularly.

Had a issue with my bill, it was too high. Comcast personnel developed, through questioning, the best plan to save me over $100.00 a month.

My experience was great...easy in and out...to be fair I was just exchanging cable boxes...not trying to get a new deal 😒...Ive had that experience several times in the past

Thr store manager was proactive and very helpful

This location is very nice and everyone is friendly and helpful!

They helped me very much.Cody was great!!Thank you.

Not too bad

Aaron and the rest of the staff were very professional, knowledgeable and very helpful. Kudos!!!

Great service. They answered all my questions.

After a brief wait, a gentleman solved my phone problem.

Went to turn in a old cable box. They have a person at the front door to help you with easy check in. Hand sanitizer also must wear face masks in store.

I went in the store with an appointment and as a new customer was very pleased! Brittany Blomster was my service rep. and was awesome! I was in and out in approx 15 min with all new equipment! Well done!

Very helpful

LONG wait to see anyone.Plan on an hour when you walk in the door to walk out

I drop my plan to internet only. Still really expensive just for that. Customer services was really good

Quick service with an appointment, I guess you could walk in and wait, but why would you want to?

They play same shows every weak and the prices are too e expensive. The same movies every month

In general, Comcast/Xfinity has a reputation for poor customer service, and much of that reputation is well deserved, but the Frederick, Maryland store has ALWAYS given me nothing but the best service. Quick, friendly, and knowledgeable reps make the difference here.

Super busy today. Sales team seems overwhelmed, and definitely understaffed!To be fair, I have been here 2x before and not had the same treatment.Came for a simple exchange, of an unopened, new phone, purchased in the past week. They did not have what I wanted in stock, and instead of simply working through it, tried to talk me into keeping what I had....I do understand they are busy, but I want what I want and am willing to pay for it. Should have been easier!In the end, I was sent home to deal with chat myself......Hmmmm....??

Jill was awesome!

Attentive personnel, clean stations, social distancing, very professional, I am very Happy with their customer service (they also offer curbside equipment drop off)

It is like a mcdonalds...your in and out concept..!

I live an hour an a half from this store so I made a 1:15 appointment to pick up a new phone. I was immediately told that they were not able to issue any new phone because of capacity issues, even with an appointment. I explained the long drive and the fact that I made an hour long appointment. But was told too bad.

The company I work for in Frederick, MD uses Comcast/Xfinity for both cable and Internet in our Leasing Office, Business Center, and Fitness Center. Our experience so far has been great! If we have an issue, their IT department tries to help troubleshoot the issue over the phone and if that doesn’t work they send a technician out as soon as possible.I would also like to give a special Thank You to our Account Representative, Tamara Martinez for ALWAYS going above and beyond for us and our residents. She is always there to answer any questions we have, she makes sure to always stop by our Resident Events with information and Comcast/Xfinity goodies to give out, AND she makes sure we are always stocked with items to give out to our future residents!! She is PHENOMENAL and we are so thankful for her!

You should have a policy to notify the customer once the technician is on the way to a scheduled call. When I called customer support they said the call was strictly at the discretion of the technician which means I sit here for up to 2 hours when I could be doing other things while I wait for a call Once you implement this policy let me know and I’ll give you a better review.

Disappointed in the service. I was told one thing by customer service via chat, one thing via phone and then told to go to the store for a resolution. The store was not helpful and claimed they had no access to what happened with my account via chat and phone. They had me call retention services from the store for help. After 15 minutes on hold with no answer I gave up. I feel like it is their strategy to tell you different things via different channels and wait you out so you have to take the price increase to keep the same service.

You mean Scamcast

Staff is excellent, very knowledgeable and did not give up on my problem. Everyone took a crack at it. Everyone went above and beyond the call of duty. Most of them are new for the last 6 months. If you are in a hurry, make an appointment online. If the showroom is full, and you dont want to wait, come back another day.

Today I visited the new location for the first time in order to return equipment. Expecting to endure a soul-crushing, MVA-like experience as was typical at the previous location, I was pleasantly surprised to find a modern showroom similar to those sponsored by major wireless carriers with products around the perimeter and a helpful service representative front and center who took care of me without delay. Very relieved and pleased!

I signed up for COMCAST in AUG 2017 but did not start getting service until OCT 2017. COMCAST failed to show up on the scheduled day of service and it took the another 6 weeks to schedule another install. Finally cancelled my service with them on 17 July. Seriously overpriced.

What an absolute atrocious experience I was promised something on the 1-800 number and was extremely adamant about no miscommunication but yet when I get there I spoke with Daryl the manager and his quote was Im sorry theres nothing we can doOn top of that the equipment I originally came in with was lost. While at the desk Aaron my original customer service agent was texting instead doing everything in his power to resolve my issue.

We did some research online about xfinity internet and cable, but wanted to go in to the store to discuss with an expert. Although the reviews for this store were iffy, we were greeted with a great attitude by A-Aron and he helped get us get the package we wanted and the best rate possible. He was great at laying out our options and letting us choose. I hate pushy salesmen and he wasn’t that. We were very pleased with the service and recommend visiting the store over just going online to setup service.

Extremely long wait time just to return equipment. I had to leave even though I had no plan event. Customer are just sitting around on their phones hoping to be called. More customer service agents are needed at this location especially on Saturdays.J.

Have been to this store 3 times in the past year to upgrade cable boxes. The service has been quick and the staff very friendly. Pick your times to go wisely and you too will be in and out quickly. It all depends on YOU. The preference to go at the busiest time of the day or weekend is yours. Stop the me factor. You put yourselves there. If the wait doesnt suit you - Leave.

The Comcast Construction department has terrible customer service. I have a new build house. When we ran electric to the property we put an extra conduit in for cable. I simply need the cable ran to the house and the cat5 wires hooked up. Ive been calling one of their construction managers every week for the last (4) months. Hes told me that he submitted paperwork and he is just waiting for his boss to get back. Anytime I call him he never gives me an estimated schedule or work start date. He only says hes waiting on his boss. I asked for his boss contact information but did he would not give me the contact information. Comcast does not care about gaining business nor do they care about their customers. Its unfortunate there is no other hard wire internet service in Frederick county. I honestly think Comcast has a monopoly in this area and thats unfair to the residences that are forced to use this service to get basic TV and internet. I urge someone from Comcast to contact me to discuss customer service and come to a conclusion on the status of situation.

Great help

Poor service by the manager. Had to return a TV box twice in 2 weeks. Hope this one works.

Always a pleasure. Great staff, awesome products and a fun place to visit! Who knew that you could buy so much merchandise at the Xfinity store?!? Everything from mobile phones, phone accessories, home security, and speakers! Great place to do Christmas shopping!

My sister got the Samsung Galaxy Note 9 at $45 for the device and the same for Unlimited Data. I am with Verizon in the same city with a 2016 non-XL Pixel thats trying to die as I use it, but its the only one with unlimited photo storage, but I pay more than that for a 5 GB plan and if you go to the store on the Golden Mile youll find out what all of the seating is for! I have seen so many people in there and waiting to be helped Id swear they were charging admission! Yes, it was just before Christmas when we went into the store, but we were out with a working Note9 within an hour!

I am so disappointed, I was paying for Show time for 18months didnt authorize it and didnt even know I had it, when I called was told I would be credited for $120, which was $10 a month for 12 months since that is all they are permitted to credit, and $19 in late fees since I was only paying for services which I signed up for. I was not credited and they shut my service off, after calling over and over, being transferred hung up on 4 times, I got the credit but said since my next bill came in last week I owe $54.00 and would not re in state the service until that was paid, which the bill is not even due yet! I cant wait to get rid of your service, worst ever customer care, service, relations I have ever experienced!

Comcast cut our line when installing a neighbors service and then was so gracious to offer 7 dollars for the three days without Internet or cable. Of course our data plan on our phones had to go over because we did not have wifi, which was more than $7 but Comcast did not care about that expense due to their negligence, they didnt think they had any responsibility. They promote themselves as the best cable company around but have no concern for their customers, they even stated that had I cut that line line they would have charged me at least $40.... .. have started looking for a new company for Internet and cable service. good bye Comcast.

We made an appointment before walking in, were seen promptly, and had a very pleasant experience upgrading our service. John was very knowledgeable and helped us make the right decisions for our needs and our budget. We will be back for their phone service when our mobile phone contracts are done.

The employees here redirect you to phone numbers for support.

We had to wait too long. They should allow scheduled appointments from your mobile device on short notice window. If excessive wait time, they will credit your account at the same rate that service techs charge, with 1 hour minimum Credit.

This is the way to go when dealing with Comcast. DO NOT CALL customer service, they are terrible. The people that work at this store are honest and nice. So much a better experience than calling for help.

I would love to find an alternative provider. You call technical support because the service is not working and they end up trying to pressure you into committing to their special offers because youre such a good customer. I only use their Internet service. Never watch the other cable offerings. Use Netflix and other online sources. My wife watches a couple of low-def channels. Thats it.

Great people here, youre greeted at the door and put on a short organized wait to be helped. While you wait there is a comfortable living room set up to watch tv and plenty of tablets to play with. Once your name is called a typically friendly staff member will help you out.

The staff and place is good. but the company it self actually sucks.... I DO NOT RECOMMEND COMCAST TO ANYONE!!!! they do not explain what you are signing up for and after every few months the monthly pay raises, I have had a cable box that has not been working for over 6 months months now and called technical support 3 times, all they do is send signals to your box but still it is not working. nothing but problems for an expensive price.

All I needed to do was turn in an extra router. They made me wait in the digital line behind 6 people, just to receive a receipt as proof I turned it in. There needs to be a more efficient way to prioritize different customer needs. Also, the employees need a dress code, a torn up polo and jeans isnt very nice looking. In a store that looks sleek and modern, the employees appearance should match it. Overall a bad experience with this store, but xfinity as a whole is not bad.

These employees are bottom of the barrel. I’ve been in here several times and each time I walk in I few like I’m in the twilight zone. No eye contact. No answers to questions. I almost asked the last gentleman I spoke to if I had to press 0 to get to customer service. It’s like they aren’t even there. I want to like xfinity, but the apathy that is exuded here is palpable. Moving on...

They were wonderful this evening!

Went into cancel our service since we are moving. We were welcomed by Kimberly at the front desk, she was so nice and smiley. It took 5 minutes and the woman who cancelled our plan (blonde woman, didnt catch her name) was so nice, answered all our questions and made sure to show us the 0 balance on our account. We were pleasantly surprised with the service.

Rating Revised. So I went again to turn in a piece of equipment. That was all good. I asked for some assistance using the apps on my phone and I felt like I was being pushed out of the store. Almost like if there wasn’t money attached to the transaction, that person didn’t want anything to do with me. Certainly wasn’t the service they show on the TV ad.Excellent Service. Ive gone in twice and both times John (in the back of the room) helped me. Both times quick, excellent service from him. Though I hate the fees and only having one real choice of COMCAST /Xfinity, I do like the service it provides and, most of the time, the quality of the service is great..

The service here is really good. You walk in and tell the information desk what you need. They give you a number and within a few minutes you are working with a helpful tech at the desk. This is way better than the old building where you had to wait in line for and hour.

Easy to find and excellent parking. As soon as you walk in you are greeted and added to the queue for service. We were waited on immediately by John and he got our internet service connected in a matter of minutes.Clean store, friendly people. Cant complain at all.

I was returning our cable TV boxes and there were a number of people in queue before me. The customer service people on duty did a great job of handling everyone in a timely manner. I returned our equipment and the CSA took care of things in a friendly and professional manner.

Very poor service . Came in to buy WiFi extenders. We asked specifically what the requirement are and the representative said we just needed an app. Come to find out there was a quick mandatory eligibility check he was supposed to do to ensure our equipment is eligible . He neglected to do that . We have xfinity router, but not a renter, we bought our own. A day later we came to return the extended just to have another rep to tell us “ yeah, that’s the first thing we are supposed to do before we sell you this “. Bad service, bad customer service all around. Working on getting rid of Comcast for any service soon and will recommend others

I visited the store today to switch to Xfinity’s mobile plan. I had set up an appointment the night before, and when I came in I was promptly called about two minutes after I checked in. Aaron assisted me and was polite, helpful, and patient. I had a great experience at this location today.

Usually I receive excellent service at this location, but today that wasn’t the case. I went to exchange my old router for an updated model. The attendant wasn’t very conscientious and seemed bored with his job. He handed me a “new router which looked suspiciously like the old one. I asked him if this was an updated model and if its signal would be stronger,. He replied yes to both questions. I brought the router home, connected it and surprise surprise, the signal was still weak. I then called the Comcast central office who confirmed that I received the same model router that I turned in. Happy ending: Comcast is shipping me the upgraded model. Hopefully my experience today at the local Comcast facility was the exception; nevertheless it left a bad taste in my mouth.

A little bit of a wait but awesome customer service. Efficient and personable staff.

Came all the way out to exchange a box that the storm fryed and they said they wouldnt help us they just closed but yet still had customers WORST place ever!!

Tyler was very helpful today, I would recommend you see him!

It was hot, but we got done what needs to be done.

I recently moved to This area.I visited this place for first time.Ms. Kristin is really great in this store. She fixed my problem extremely fast.She is really nice and the best Comcast agent I ever seen!

I have not yet been to the new Service Center in Frederick MD but I certainly hope that its a better place for customers. Also, there is only about one person that works there that has a personality. The rest could care less and I find them to be rude. Comcast, at least the Frederick location needs to train their employees on good customer service and how to treat folks. That thin one with the glasses - I do not think she is trainable!

Aaron went above and beyond on my needs! Great customer service 👏

Nice store, much better than the one in the city. Set up like the Apple Store. The issue are the employees, carrying on and yelling at each other. I could not hear the agent standing in front of me telling me about the cable box, totally unprofessional environment. The service was good except for the party/yelling atmosphere. I said something to the young man that the manager would not be happy with all this yelling and he said that the manager is worst one of the bunch. So I didn’t want to complain and have them screw up my cable service.

Very good customer service.

IMHO its better than calling and conducting business by delivery.

They sent me in circles..one person to another..finaliy. Said use..go to Wal-Mart and get a antenna...cant get Dish...trees...

Very busy store, pick your times wisely and you will be in and out with great customer service!! Sunday’s are always a great time to go as they’re not as busy!

Poor customer service, Never shows up on the installation day, no phone call or anything, until I called them back and there only respond was “We don’t know why the technician did call or show up “, after that I wait for a four days to see If someone will get back with me about installation and nothing !, worse internet company that I ever try to Get! I do not recommend this company at all.