This 1 star is for the store itself, not xfinity Comcast services. Id rather wait 3 to 5 days to get equipment in the mail than to sit in this place with people who arent wearing masks and watch employees stand around doing nothing.

It all depends on which representative you get. I’ve had to go back twice now because the rep who sold me the equipment didn’t ask which versions i wanted (wound up with a 64G iPhone when I wanted 256G, and SE Watch when I wanted Series 6). So, now I have to go back again, and the wait times are usually quite long. That being said, the reps handling the return/exchange were great.

Xfinity is amazing. Derek helped me out today getting xfinity mobile set up. I already notice a huge difference in my service and he was able to even get my internet bill down to the promotional value again! In and out in less than 30 minutes. I highly recommend this store

Great customer service. Figured out the problem. ☺️

I needed a new remote to replace a damaged one. The clerk was so rude to me because I wasn’t wearing a mask, that he got me a replacement remote and threw it at me. I wish I had stayed with the satellite service that I had.

The representatives are rude and not very knowledgeable. Have been in the store 3 times trying to fix an issue. Customer service is terrible. We just dropped them. Enough was enough. If I could give negative stars….terrible service and highly recommend taking business elsewhere

Horrible company.I have Exfinity wifi via Comcast.Anita (a customer representative of Exfinity) told me I would get a discount for using Exfinity Mobile along with having Exfinity wifi. But did not bother to check to see if my phone would be compatible with the their phone service (a Note 20 Ultra).So basically I went to pay the phone off to get the discount and to connect to their phone service (the phone had to be paid off first). And afterwards Anita realized my phone couldnt be used with Exfinity Mobile. Then promised me an 100.00 discount on my installation service and that her supervisor Kevin, would call me in the morning.Well I never got the 100.00 dollar discount off of installation service. And Kevin did call. But he called private. And lied on his word. Never applying the discount, along with never calling me back as well (we only spoke for 5 minutes).Ive sent Comcast a complaint. And sent them several messages theyve never responded to. On top of the fact that over the phone each costumer service representative stating theirs nothing I can do.Ive sent a complaint with the BBB along screen shots of my call log to Comcast but have yet to receive a response.Anita (costumer service representative of Exfinity), and Kevin (a supervisor with Exfinity), are very unprofessional people. Who lie to costumers.I paid 866.63 dollars for the promise of cheaper phone service. And then was told I couldnt receive service from Exfinity. And was just left with lies. And out of 866.63.I would not recommend Comcast. Or Exfinity Wifi/Mobile to anyone.

Literally the worst people to do business with. Paid 320 dollars on a bill, and they won’t even acknowledge they have it. I had to speak to 4 different people. None of them by actual voice, have no clue if it’s even real. As a customer I really feel like I got scammed out of 320 dollars. I wouldn’t recommend to anyone.

This is the only company I know that would charge people full price for a service that goes out weekly. I pay for the best internet they offer and constantly have a technician doing updates Thursday/Friday afternoons. Then you attempt to call and all you get is the automated voice response system. Time to start listening to customers versus just taking money every month. Trash product and service.

I wish i could have kept my AT&T Uverse service but they didnt cover my new area. I never had a problem with them. Im glad Im moving out of state and wont have to worry about this service again. They have no urgency for the customer and have way too many delays and excuses. I would NEVER recommend this internet service to anyone. Their commercials are a complete lie.

This place is a complete joke. Dont come here unless youre planning on waiting for over an hour for an associate who has absolutely no idea what the hell theyre doing. Dont bother making an appointment because theyll still skip you over. Had that happen twice now. This place is the absolute worst. Save yourself the headache and go somewhere else.

Hell with them and there service.. order online for I can Pick up in the store and be out...after hour later of them trying up sell me.. they didnt give me all wires.. had go back... 6 months now and service lags.. price doubles. And if dont pay. They still charge you service for time off. Lol. Rip off and way over priced. Better internet with verzion

They are fast at doing what is needed and getting you in and out in a dash. Had to turn in my box and change my package it was the fastest and accurate it has been. They are great.

Great, with the help of the check in staff I accomplish my goal.😁

I had to go get a new remote for my TV 👍

Personal Touch tours for car number told us to wait in the car and they will call us over there were two people in front of us then when we went back in they told us that there were three people in front of us then when we sat in the car and waited we watch some wait on people that were not even told to go outside and sit in their car and wait they were served right away so an hour later we went back in and they finally took us in even though the other people are watching before us I do not recommend this company during Monopoly in the area that Im in nobody else can serve you for internet but them every time you go to another site in the Rockford Illinois it says that they couldnt theres no service in your area you go to a different company no service in your area so the only one youre able to get its Xfinity or Xfinity prepaid good luck turn away now

Moved out of state and got final bill, it was over $200. For 12 days of service. Tried to call but Xfinity uses over seas call center. The conversation seem like I was being pranked. I ask the person who barely knew english if I was under contract and she didnt know what the word meant. Run from this company as far as you can. Horrible customer service, asham on you Comcast.

Always get very good service here.

Fast customer service resolved issues courteously and was knowledgeable

How many Xfinity reps does it take to return a modem? Hmmm 1? NOPE...2? NOPE....3? yes 3 three people to return a modem.

Walked into this store over the weekend to get service. I previously researched the packages I wanted. The representative quote me $75 more than the online quote. He could not help with the 24 month online package or quote the same price. The guy had no words and let me walk?!? He was not transparent on saying the online purchase could be more ideal. DO NOT GO HERE - SCAMMERS. Buy your stuff online youll save hundreds in years to come. Unbelievable, yet very comedic!

Alex was very helpful and knowledgeable.

People were friendly and helpful. Got me in and out with what i needed without trying to sell me stuff i dont need.

Three hours, and three trips to this store to have simple issue resolved. Not one person in the store could resolve my issue. To top it off, no apology for wasting all my time with no resolve of issue. Phone reps much better than the people here.

Super rude as soon as I walked in the door. Literally the worst customer service, almost as frustrating as dealing with Unemployment or the DMV. And my issue was NEVER resolved!!! HUGE WASTE OF MY TIME!!!!!

They were in the weeds when I got there, and it only got worse. Waited 40 minutes for my turn with a rep. Some customer was trying to hit on my clerk, and that didnt make it any better. Finally got what I needed, and got to leave. There were people waiting in line to get into the store.

Great place to shop. Service is fast. Upbeat atmosphere.

They refuse to let us get internet at our house because a man that died over 5 years ago left his bill on paid so now theyre making us get the last bill from our old house in the first bill from this house to make sure we didnt live with him one he had internet when we didnt even know the dude and now my child is having a hard time doing his school work online because of it also the female blond manager likes to get smart with her mouth well someones just asking a question.

Despite the hour wait i had it was good. Signed in and waited in my car till they sent me a text message. I was a walk in. I would highly suggest making an appointment on the store app. So you dont have to wait in your car.

Update: for the last 2 weeks they have been doing early morning maintinence without letting us know.. they shut off the internet in middle of my work.. hindering my business.. its one thing after another with this company.. somebody needs to shut them downxfinity should win an award for the worst company of the decade. cant wait for starlink

So many outages also insane prices this place just likes to drain your bank account...

Awesome place with awesome and helpful employees

I give 5 stars for customer safety. Luckily for me the weather was great for the long wait outside.the young man that was checking everybody into their system was very energetic and well mannered. They had limited staff to allow for social distancing at their stations and also have plastic shields up for customer and employees safety. They do need some kind of seating for those that cant stand that long. Cant wait till the pandemic gets under control! Employees were great but the standing in line outside will not be nice on bad days and moving into winter or for those of us with disabilities

The individual I worked with was very knowledgeable and helpful the Stars limiting the number of people allowed in at a time but taking your phone number and Im texting you when its time to come in overall satisfaction

Took my name and info, said it would be 45min wait. Waited 1.5 hours and walked in. No customers around. Guy that took my info asked if I would sign in and had to be reminded that he took my info the first time.

It was extremely simple/easy to set up wifi for my new apartment at this location. Its important to remember to schedule an appointment prior to arrival to avoid wait times. It is simply done on the xfinity website. Looper (last name) was very helpful/understanding of what I needed and provided me with the perfect internet plan.

Absolutely the worst company I’ve ever dealt with!! They charged me hundreds for extra fees. I paid my past due balance only to have service disconnected the very next day. Horrible customer service people barely speak English and offer no help whatsoever. I would not use this service had I known they were this bad!!

Horrible customer service. Kept trying to blame my modem. So I bought a new one and the same issues. During these times with people working from home you should provide the service we pay for.

Cane to office to cut cost of our monthly bill. No luck. Staff was okay.

After I purchased my plan, went out and bought a router/modem, I spent 2 hrs on the phone with someone who knew nothing. He then sent me back to the store (which was supposed to be open until 8pm) to get my new router/modem “scanned” into their system, but they were long gone by 7:25pm. They are such a waste of time and have no decency for business. Just another slave to the only internet available to me. Please don’t waste your time or money with this location.

Took care of the problem in very short order. Nice job.

This place needs a better outlook on customer service. I sat in my car waiting to be called in for over 45 minutes.

Very friendly, helpful staff.

They were helpful and efficient. Looper was very friendly AND helpful. And the rest of the staff was like I said, SIMPLY helpful and efficient.

Friendly staff and good service..

It was a very professional and safe experience. David did a wonderful job explaining and assisting me with my questions.

They were very helpful and they definitely made sure people did get too close I felt very comfortable there my sales rep was awesome did a good job

Very friendly, always have trouble using the self service payment machine. The young man helped me do everything.

AJ is VERY communicative. Absolutely will be coming back here for any and everything. Very clean, and I LOVE they theyre all using social distancing very professionally, and non-condescendingly. Very clean! Thank you.

Xfinity is the best cable and internet service!

Kevin Barrett went above and beyond to help me. Especially with so many issues he displayed extreme patience.

Terrible customer service. If you want to be talked to like your stupid then this is the place for you!!

There customer support and service with modem router is the worst Ive ever seen. Was hung up on last call was just asking how to log onto home portal.

Numerous issues surrounding quality of service(s) offered and the reliability of said services, all the way down to the arbitrarily company-chosen billing-cycle or due date that has been in dispute since this account was established in early June, for which a number of attempts had been made to change the billing cycle from the 30th to the 10th of each month so as to avoid any associated late charges from being assessed by the company or business entity from which I was told that I had a contractual obligation with.Repeated attempts have been made with this company to resolve these issues, and I was told on multiple occasions that my problem surrounding the billing cycle was one of a technical nature surrounding their website or database and I was also informed that it would be escalated to the appropriate department, for which nothing evidently had happened and this problem remains unresolved.I have spent enough of my own time trying to resolve this problem in addition to dealing with rude, condescending phone representatives or employees of Comcast/NBC Universal X-Finity (or whoever they decide to call themselves today.)I have also agreed to make a payment for this months service(s) minus the unjustified late fees due to the longtime disputed billing cycle of the 30th of any given calendar month, for which I have repeatedly explained the reasoning behind this and that reason being that I am on disability and I dont get paid until on or around the 3rd day of each month.These explanations have evidently fallen upon deaf ears and through the last heated interaction between the X-finity Store Manager(as the individual who had claimed the title of management as they did not formally identify them-self as such)made such statement that I was ineligible for a change in my arbitrarily chosen billing cycle and that the determination was outside of their control... and without any valid or reasonable explanation for this determination or decision.They had then also refused payment for this months subscription of services after I had offered it and I had also made vocal, my intention on escalating this situation into a legal matter and the store personnel then made the decision to terminate the conversation and eject me from the store.Further investigation into whether or not this business entity is in violation of anti-trust laws or the Sherman Act regarding businesses who hold a monopoly in a given geographic area...As far as damages are concerned, they are yet to be determined based upon this whole business regarding contractual obligation or obligatory performance of service(s) for which Comcast has been in routine violation of through routine outages in my given geographical service area...A refund would be nice, but it is not expected... yet, they have caused a damage for which relief could be found to be justified and appropriate by unnecessary means of triggering my anxiety and my PTSD...Moreover, I have very good reason to believe that Comcast X-Finity (or whoever they call themselves today) own a monopoly in my given geographical service are and could very well be in violation of anti-trust laws or the Sherman Act regarding businesses who own a monopoly in a given geographic are and take unfair advantage through financial exploitation of its consumers.I have called other companies in my given geographical area have also told me that Comcast-NBC Universal/X-Finity is the sole provider of internet service(s) in my given geographical area and that they do not offer such services in the 61109 zip-code as a given service area.

Did not know there was an Xfinity store down the street from us. Nice and neat was the inside...our wait wasnt too bad. Maybe get a few more workers in here for more efficient ways to help the client be in and out as fast as possible. Overall good experience

Gentleman at door was super nice. Sorry I didnt get his name.

Kevin was most helpful

Too busy, and a 1hour wait, get some help in there, and account for breaks and meals, step up management, plus one store for all of rockford illinois, ugh

Comcast service center... It would be better to just not have the state flag flying, then to leave one up thats half missing. Its Comcast....

I appreciate how they keep customers safe by social distancing and requiring facemasks. They even sanitized the equipment before giving it to me.

My tv has been out going on three days and all there telling me is that there working on it they said it a power outage but I still have my internet its just my tv I hope there going to give me credit on my bill for my TV being out

I was greeted immediately as soon as I walked in the door by a very friendly salesperson named Karina. Not only was she nice but very knowledgeable. I went in knowing what I wanted but not sure what I needed to obtain it. She knew exactly what I wanted to change within my Comcast package. Explained to me in detail what was going to change and how much the cost difference would be. More salespeople should be like her. Thank you Karina 🤗

Fast service and friendly staff

I went in to return my internet modem and disconnect internet service and the agent disconnected my cable too. We never even spoke about cable only internet. Now I have been on the phone for an hour trying to get my cable back on. Xfinity is one hot mess. Always a problem. I would give them no stars if were an option. So after 3 hours on and off hold and 8 different agents I finaly got cable back on. It took one person (John) to shut it off and 8 to turn it back on. Thanks Xfinity

Customer service horrible

Employees were polite and many safety precautions in place to insure safe as possible interactions.

Cant speak to anyone. Even going to website is useless.Customer service questionable to say the least yet have no problem billing customers

I tried to exchange equipment here and was directed by the manager to a girl named DAISY. Daisy asked to not wait on me because she was getting ready to leave . This manager (blonde woman) told her that it was just an exchange of equipment and that it would be quick ! It was QUICK ! It was SO QUICK that she didnt accurately scan my new device which made it problematic to activate. It took me almost two hours and three techs to activate my account. Their records showed that I had turned in equipment but didnt receive any. I was asked how I acquired the equipment- not a good feeling ! Daisy also never explained to me that my other equipment at home was also outdated. It required that I make a second trip back to this Xfinity store three days later to return my outdated equipment. I specifically asked to not have Daisy service my account- this request was complied with. The service went more smoothly. I certainly hope that Daisys night went well after the shabby treatment that I received. Not one of this shops better moments. The manager should be accessible to the client base for situations like this.

A great improvement over their previous store. It is good looking and much more efficient.

Manager was a very disrespectful person.

I was without wifi to run my business for over close to a week due to a semi crashing into the telephone pole in my front yard and the rep or comcast itself values my time, loss of business and lack of communication during one of the worst pandemics this country has ever seen at around $2/day credit. Disgusting.

Overpriced Monopoly want to charge you for everything.. dont even bother trying to call or else you have half an afternoon

I came here to swap my old modem for a new one. I was greeted and asked how I could be helped right away. Even though I was just there to swap my modem I did have to wait for a bit but there was a few people in the store. Overall though everyone there helped me very fast and efficiently.

The process to drop off old items is awful. Its unorganized to actually get in to the store if you dont have an appointment. There were plenty of works, yet they arent letting anyone in. Completely disappointed by the wait!!

Great service

I’ll tell you this store needs to get it together. I felt very uncomfortable during my entire visit as if I was a complete bother to them. No hospitality and not welcoming. Plus had to wait outside 37 degrees for half hour. I hate coming here now. I pray I never have to come back

Its the worst customer service I have ever had. They need to redo their customer service store

Drove an hour to get here. Says open until 7:00 on-line and were locking the doors at 6:10 when we pulled in. Another customer tried to get attention by knocking at the door and they ignored him. Wow. Don’t know who the three knuckleheads were that were “working” but you are bad representation. HELLO DISH NETWORK!

The staff was very polite. A Hispanic girl took care of me. Also, she offered me the new phone plan services that theyre offering. She was very nice and efficient. She even gave me her personal card in case I decided to change my phone plan. Im not sure if I could mention her real name, but she gave me an excellent desk service. Thanks soo much!!

The worst Xfinity location ever!! Went in to add TV to my account and update my plan then went home and found out that they didnt even scan the box to my account or even updated so I had to go back there for them to even scan it! Then went back home to find out again that then cancel my mobile service when I didnt even mention anything about my phone or even ask them anything regarding that department! I never had a issue with any these locations until now. Found out from a lot of people that this location is known for messing up your services...

There was a 40 minute wait. The person I spoke with was clueless about the equipment I was asking about. He gave me the wrong item. It was a big waste of time. Worst of all, the guy told me to expect a big price increase coming up in 7 months. I cant afford these prices any more.

For the last month, our comcast has been dropping our connection 2-3 times a day. A service technician. Has come out and messed around and nothing changed. We are still getting the run around from customer service. Yesterday when we called, customer service told us that this time they would send a senior technician to fix it. Dah are they saying the technician they sent was qualified to fix the problem??? My husband is o. The phone now trying to get to a person to discontinue our service. But cant get to an agent.

The new location has a very modern, Apple-store-esque feel to it. Open and clean with eye-catching displays of their products. Service was quick and the staff was friendly.

Store swarming with salespeople, but no one can help you with an account issue (billing/plans). Stood in line outside for 15 minutes behind another guy who was there longer than I. Gave up and went home.

Very friendly, fast and concerned with sanitizing everything.

Rhiannon was very helpful, explained all my options and total pricing. Best experience with Comcast Ive ever had!

Trash. Cast doesnt care about no one but themselves. Having agents call and give the wrong information to make more money and then not tell you all the details. Just sad!

Return bad parts, have been waiting weeks for return label to come.. I hate calling the business office talking with those people.. never get anything where, and a waste of hours of your life..walked into service center, was waited on immediately.. and was in & out in less then 10 minutes..thank you for great service..

Complete joke. It’s like the equivalent of going to the DMV

Cheeky benders. Promise to never raise your rates and then they do.

Theyre right next door to the food bank Northern Illinois get good food at Northern Illinois food bank last a good amount of time excellent place to go to office and staff for parodies we do meet interesting people in line

Was greeted as I walked in the door, was introduced to Brandon and he did a great job helping explain things and answering all my questions.

Lets start by saying Ive been a customer of Xfinity since 1998. In the last 72 hours, Ive been on the phone or chatting online with someone at Xfinity for at least 8 hours, probably closer to 10. As I type this, I have been on the phone (this time!) for close to 3 hours - for the last hour, Ive been on hold, waiting to speak to a supervisor - without ANYONE coming back to me. I called on my other phone line and have been on hold there for 35 minutes.DO NOT CHOOSE Xfinity to be your cable/internet/phone provider. I am canceling every service I have with them. I am so beyond disappointed with their customer service, I dont have the words.

I went to get a self install kit for my internet. While there I decided to get cable. Got my boxes from the agent and walked out. Now one would think all was well. Except when I got home I couldn’t activate anything. Called the toll free number. It took talking to 5 people to tell me I had to go back to the location because they gave me the boxes but did not add them to my account. Not to mention they have 2 accounts in my name. I wasted 3 hours of my night to accomplish nothing!

I ordered a self installation kit for pick up along with an internet plan online at approximately 1 PM, and could only make it to the store at the closing time of 5 PM. I arrived at the store at 4:52 PM and there were plenty of staff there that were willing and ready to help me. I was able to pick up my self installation kit without issue and the woman that helped me couldnt have been nicer. I was pleasantly surprised by the kindness and attitude of the staff.

I hate I ever went with Comcast I started with my bill being comfortable and somehow it went up in price but yet nothing changed in my home I did not add anything but yet my bill is extremely high they are very hard to get in touch with And when i do get in touch with someone they can’t understand nothing I’m saying I do not like Comcast at all.

Liked the store front. Liked the people. But I still left with a feeling of being ripped off and taken advantage of

Nice clean store. Great staff. Great deals

Would give it 0 stars if I could. I have to wait in line just to drop off a piece of comcast equipment!? Seriously!? 30 minute wait just to get rid of a modem. It would have been easier and quicker just to drive down to the other store to drop off equipment. What a joke this store is.

Quick and easy drop off and very helpful staff