Good luck trying to talk to a person. The number shown at the store puts you through to a menu that will only really recognize you if you’re an existing customer. I called trying to set up service for an elderly couple. This company is completely out of touch with reality.

Just left there a few minutes ago. Had an issue with service. The rep that helped me was Maria & she was awesome. She was professional, fast, & more importantly explained everything.

Isis Rodriguez-Ramirez provided me and my husband with the complete white glove treatment during my first visit to an Xfinity store, as a consumer, to upgrade my husbands iPhone. She was an absolute marvel. Her technological savvy, her poise, professional and patient demeanor, cant be matched. I am counting my lucky stars she was the sales consultant who helped me purchase a new iPhone today. It it is a very challenging job. The store looked wonderful and I felt safe covid wise.

Excellent customer service. Gave us the right advice to speed up our wifi. The woman on the phone literally asked about my family at the end and wished us well. Its refreshing to know there are companies who value the human aspect of just meeting people where they are at.

Rude, rude, rude! I wish I could give negative stars. The woman checking people in at the front desk was so rude to us & others behind us, I cannot believe she still has a job. This is not a “drop off” location. There is no such thing. Send whatever you need to in the mail to return because otherwise you’ll be made to wait in a line like me for an hour to return an item that was included in my service but not needed. They sent me an email to return the streaming box since we weren’t using it (we use a built-in Roku on our tv) & instead of allowing me to just “drop it off” as I was told over the phone, I had to wait almost an hour to have it “removed from my account”. What a waste of my time for something they could’ve asked if I needed before sending it in the first place! Xfinity is a joke. Wish I had another option for wireless because they are horrible!

Isis Rodriguez was the best. She solved numerous problems. She is on top of the Comcast Class and deserves a raise unlike the total morons on the 1 800 customer service line....totally useless people

I was told by 3 different employees that Comcast will fish cables through the walls. In fact they dont do that anymore. I wasted time with an appointment that could not be done. Now I have to waste more time getting an electrician in install wall plates and schedule a new appointment. Im sure this will be at least another month. Very dissatisfied.

Service was rapid fire. They actually didnt even need to take my last name and they had all of my information. It took about a total of 10 minutes,With actual service time being 2 minutes. They also maintain social distancing precautions without things being uncomfortable.

Thank you Maria Fortuna, for a truly positive experience. Maria was so patient, professional, courteous and pleasant! She explained everything and was very informative, making sure I chose the best plan for my requirements & budget.I wish there were more CS reps like Maria. She went above & beyond!

I would like to thank Byron Ortega, who I dealt with to upgrade to xfinity mobile he is by far the best. Excellent customer service and personable.

Great employees working here. Very professional and into making sure you get all your questions answered

A very discourteous, unaccommodating place to go to solve any Xfinity related issue. My issue involved trying to activate a new iphone 12 pro max I bought from their website. They werent willing to assist me in the process of transferring my old number. The inattentive female employee made my wife believe they solved the issue by telling her I had to wait 24 hours and nothing happened the next day. I then called customer service and complained, they ended calling my old carrier with me on the line and it was solved on the spot. Was offered an apology, got one month free for the incredible hassle. Again just another fatigued store with spiritless employees. You would have better luck chatting with an xfinity robot.

To my surprise they were extremely professional and seems very concerned about my relationship with them so much so We were able to come to an agreement and I am still a Comcast customer 37 years now.

In and out within 20 minutes for a box return. Customer service was excellent. After I arrived about 10 people came in after me so I can see how others can have a long wait!

Terrible customer service. Went in, was barely acknowledged. Wasn’t registered in the wait list. No apology for skipping. Just a dude who barely spoke while he replaced my equipment. Never asked my name or account number. Just scanned old box and gave a new one. “Here” was all I got

I got what I wanted good customer service

In and out with what I needed in a very short period of time, thanks to an appointment. First time Ive ever rated anything xfinity so high. Usually a nightmare to deal with.

I didnt have an appointment, didnt know you needed one. The employees where very friendly, when I told them what I wanted they referred me to the right person. The man asked me what type of TV programs I wanted included in the Xfinity package I was interested in and he was very helpful in directing me to a package that would fit my watching needs. He worked with me to include not only my TV needs, but the internet change I wanted to make. Since Im a senior and have know idea how my late husband connected our prior TV service to the other equipment and TV, there will be a technician coming to the house to install the new DVR and teach this old lady how to use it. So far I am happy with Xfinity, lets see what happens when I actually start using their service.

A memory of a blast times something that is not going to be forgotten but grateful and respectful a great blessing family up holding there joy and harmony in a peaceful manners because our GOD IS ALWAYS GOOD AND MINDFUL FOR THERE CHILDS AND FEELINGS. AND WHEN YOU BELIEVE IN GOD BEAUTIFUL THINGS COMES OUT OF THERE BREATH AND 💙

Careful with this location a rep by the name of bryon Ortega signed me up 24 month contract with no knowledge or with out my consent, slamming is against the law and fraud is also against the law, two acts of crime committed against me,

The place was too noisy with kids running around and around Their family members were not controlling them (6) so when they called my name I could not hear them and I end up sitting there for almost an extra hour But I will say the young lady help me out and solve my problem They just need more control when people come in there

Great customer service, the staff was very friendly and answered any questions I had. 😊

Terrible customer service from Hector. I went in to review my account because the bill went up the last 2 months and I didn’t get a credit like I was supposed to. He suggested I move my service to Verizon or another carrier if I didn’t like the service at Comcast. Usually customer service will work with you to help find a plan that works for you but he did nothing for me. If I could give a negative star for a rating I would.Also waited 25 minutes in my car for an appointment at 5pm and was texted to come in after 35 mins.

I made an appointment for 1 pm and was out the door at 103. Nice young man gave me the equipment I needed, activated it and sent me on my way. I hooked the TV and everything went smoothly.

They didnt pack all the equipment I needed and I can not go back or contact the store direct

Yard was very helpful and professional

Quick service when I was just returning my sons comcast equipment.

This is the worst company for cell phone service been there numerous times over the last 3 years the same problem paid off $1,000 phone I have to wait 24 hours in order for it to work with another company youll be seeing blogs about this in the next coming weeks keep a lookout for it

The best of the best....thank for all

Easy, and they have places to sit.

Very clean, everyone kept their distance, even the workers, and they have someone at the door making sure only a certain amount of people are inside. Customer service was excellent as well.

There is no one to contact about employment. Its all automated or online.

Professional. Clean. Organized. Very helpful.

Best internet provider although I wish they had better plans

I expected to be there for hours waiting for a new cable box, but the crew was super helpful and fast! I didnt catch the name of the guy that helped me, but my receipt says my cashier was J)L. Not sure what that means but Id like to thank him for being super helpful!

I like that you can go in and pay by the kiosk but pretty soon Im just going to cut off having cable because of the high prices.

I went to this store today just to drop the cable and I was treated very bad. The tall guy who attended to my service was very rough with me as if I was either a thief or something. I actually had to calm him down myself. He was rashing me around and every movement I made he was like stop that! do this! I mean no respect at all. Whether is time to close the store or deal with covid policy you need to be polite and remember you are serving a customer. Remember you are employed to serve us and not to terrolize the customer, the same way you were hired its same way you can get fired. Some of these stuff needs more training. Respect others regardless of whom they are, the same way you would like to be treated.

Great staff

The service was very good and professional, Im happy that got help from Byron he was nice and gentle. 5 xxxxx

Great service! I was in and out quickly!!!

The service was quick and attentive. Are associate Covered a variety of options from home security to cell phones. Great 1 stop shopping.

A little mistake caused some anxiety, but the management smoothed it all out.A good experience after all.

Nice place. Lines get crazy long. So dont make same mistake i did. Even if they say you need to-go down there. Get a second opinion from different rep. Try to resolve it over phone or online.

Excellent costumer service

Customer service is awful here. They make everything extremely difficult to deal with. They’re rude

Thank you to Byron who helped us switch our phones, saved us $50 a month (while leasing two brand new phones) and we are getting a $500 visa gift card! You were very easy to work with Bryon and full of smiles at 6 at night. Thanks!

Store was empty. Thursday when i went..good time 2 go..but self pay machine not working. Employees smile say hello..1st visit not bad..

Typical comcast- happy to waste your time at any opportunity. Went in here to return my modem and they wont let me just drop it off. Instead they make me wait around for an employee to do it for me. So I am here waiting while the employee are sitting around doing nothing. Will not be using comcast again.

Person that helped me was very nice but it took an hour and a half to make a minor change on m ug cell phone account.

Quick Service

Representatives need to tell people there is a waiting list. I was the next person in queue when 3 people were taken before because they just walked and asked a question and of course they got attended by the representatives.Need to be trained again!

AVOID this place if you can. I tried to return one box and after waiting in line for 10 mins I was then told to go sit (behind 10 other people) until an agent could deal with me! REALLY...how flipping hard is it to take the equipment. I called Xfinity the day before and made all the changes to my account. All they had to do is log in the equipment!! I am off to YouTube TV...done and done!

Friendly Staff

This place is the worst at one time I was there about 45 minutes with my girlfriend just to pay a bill. Shes has cable service with them and besides that they have lousy cable service I mean she doesnt have HD & shes paying like $125 a month with about 10 lousy channels compared to Optimum, Verizon and other cable companies. Xfinity is just the worse and theyre not offering much of anything lousy service overall. Comcast has to just stop cheating customers especially here in Lawrence Massachusetts and in this area of the Northeast

That places is very expensive

Quick in and out when I exchanged my cable box. Good customer service and nice in store setup.

Clerks there can only look up scripts on their screens. Never been able to answer technical questions or solve problems. Not able to fix billing problems, told us to call 800#. Called 800# from store and after navigating through too many prompts, got a person who fixed it in two minutes. Too bad clerk was not trained to fix a situation that shouldve taken less then 2 minutes. The store is only good to return, pickup or exchange equipment.

Comfortable to lounge and wait.... But the wait time is too long.

DO NOT GET! they will suck you dry. I canceled 2 months ago and Im still getting charges and they cant even tell me why. Ive spoke multiple people but doesnt matter. They arent even in the same country. They have hidden fees they dont tell you. They give me false info about my account. Giant scam this company is 1 of the worst. Waiting half hour to speak with a supervisor.

Horrendus customer service. I am very disappointed, I have been an Xfinity customer for a while. Went in to trade my phone in and the guy working there shouldn’t be. Horrible attitude makes me want to switch to Verizon or someone else.

The waiting always long.. dont like this place for nothing.. the day i went there i left and decided to sent it through usps better.. i will never go to that store ever again

Unprofessional workers!!! Zero customer service in this location...

If I could rate this company 0 stars I would.enough said

Cable bill to high on a fixed income retired? No break here

People were very nice but I sat there for 45 mins just to turn in a box. There was a lot of people there but this took 2 secs. Wont go there again

Horrible experience. Went to close an account with my wife, walked in the store and there is no direction whatsoever. We wandered around a few min before being told we needed to check in the products we were returning in the front. We were then greeted by a rude 4 ft girl with fake eyes, eye brows and hair. She proceeded to check our stuff in and was told to wait. We told her we booked an appointment (which we were never asked). Once she found our appointment in the system was told to sit in the waiting area. After waiting, we then had the pleasure of dealing with her again. We told her we wanted to close the account in which we were then told we did not bring back the modem. I explained to her we did, she said again we did not. I asked her to go back in the box she placed our returns in to check. after checking she came back and said there is nothing there. I told her it was in the bag of returns she scanned and my wife advised her there is security cameras and to check them. The girl then told us if we wanted we could go and check for ourselves. I proceeded to check in the car to make sure didnt fall out of the bag we had everything in, which it wasnt. I came back in and told her again it was in the bag of returns. We went round and round for a min or two and she then went back to the computer and called another man over with a look of confusion. She proceeded to rudely speak to him in Spanish (which my wife understands) and was telling him that there is four pieces of equipment on the account and I only brought back 3 (she didnt even know what piece of equipment I hadnt brought back when she was accusing me of it being a modem and she was blindly searching for something she didnt even know what she was looking for ). The man told her (in English) that is their own personal equipment, not Comcasts. By this time everyone was fired up. We didnt even get an apology and still rude as if it was our fault. I will never go back to Comcast. Over priced monopoly they have. Only reason I went to the store is because I waiting on hold for 45 min and was then hung up on trying to cancel over the phone. Do yourself a favor when returning products, take a picture of all the stuff on the table with the employee behind them so you dont have to go through this headache and made to feel as if you are a lair. Oh, and a word of advise to the managers at this location -Make sure your employees know how to properly read your computer system before putting them in the front lines and teach them a little respect-

Xfinity Mobil will change your billing cycle, then cut off your services early. Then make you pay in full . Basically they bully you into paying more . Hi with Verizon or T Mobil. Xfinity is greedy.

You should be able to rate zero stars I went to the store to return equipment the guy at the desk gave me a recipe and told me to wait. I waited almost 40 minutes in that time I went back to the front desk and Said there has to be an easier way and he said use the ups store. So if I used ups I would even have to be there but because I went to the xfinity store it took 40 minutes and got a representative that acted like he was inconvenienced by helping me. Ive been with Comcast since 1986 when it was continental Cablevision and this is by far the worst service Ive ever experienced I think Ive had dental work that went faster. This is a company thats supposed to be on the edge of technology yet your service center is still in the stone age if I ever need to return anything again Ill leave it on the curb of your store.

Do what you can to avoid this experience. I did made the mistake of coming here on a Monday at 6pm. I imagine after 5 and lunch time is the worst. With that said, i came in simply to pick up a new cable box that i already ordered over the phone. You walk in and the new setup is essentially akin to the Apple stores, except there is no direction or clear area where you’re supposed to go. I was waiting behind one of the desks only to return to the front since that opened up first. I mentioned picking up new equipment, i was asked for a first name and was told to have a seat... no other information. Was not friendly at all and this person is supposed to be the first person you interact with. I repeated i was just picking up, and asked how long the wait has been. I was told 15 minutes. Well, its been 45 and I’m still waiting. Regardless of the outcome, this is a terrible experience for something so simplistic.

Great service!

I love that store everybody in there is very friendly very knowledgeable about their job easy to pay your bills in there the only thing I dont like is it its very hot that keep the heat too high

Wow what an amazing store. Super bright and clean with a courteous helpful staff. Impressive!

Very high prices

Excessively long wait times, 45 minutes, and they scam you. My bill got too expensive. Had a TV, phone, and internet package. So I cut down to just internet. Now my bill is even higher. Clearly they did something to my account without my conscientious because my bill is %50 higher now.

Very bad customer service, the lady at the front desk was extremely rude. The wait time for simply returning a cable box is rediculous. My visit was overall terrible. I will make sure to not come back to this xfinity store.

Never a pleasure, always a wait, customer service could definitely be better

Dont believe any of these reviews that say they have the best service. Worst mobile carrier on the planet. Not only is the service horrible, they cant do absolutely anything to help you once your with them. POS

Good

Love my new phone and love my service with the company and people there thanks

Long line, long wait. Youll take what we give you because theres no other choice.Customer service people were fairly pleasant, though.

Rude and totally unprofessional. customer service is worst. I went to give my equipment back they was no one at the front desk so i went to another desk, not knowing that i have to give my modem back first and they wait. i had to wait 15 minutes before some one show up at front desk. when she came to front desk her tone was like i am some criminal or really bad person then she asked me my name i spelled my name as AJAY ... and she put AYE on the screen and when i asked to correct it ..instead of correcting it she said its OK just come to desk when you will hear AYE.....WHAT??? Seriously???.... no it is not OK for me to say my name AYE....come on Xfinity train your employees and tell them how to treat your customers with respect. everyone makes mistakes but there is word called SORRY just use this magical word and correct your mistake.... they lost 1 customer for ever. I am not going back to Comcast ever....and I need not to say that Comcast is too expensive as compared to other services in the area without any reason.

Please stop paying for cable people!!! Why???!??? Get internet only for 50$/month and stream everything...local channels use DTV ota antenna....8$ Amazon wooohooo its 2019 already helllooooooo

Its funny how now xfinity have a place to go but you need to make a wait like you are in a doctors office lol, but its cute tho

This is a really nice store even the service sucks.

I was surprised when I walked in even thou its an Xfinity center it didnt have all of the new products to look at. Like new components to cable or their mobile services there was no mobile phones any where it was just blah

I get note 20 ultra todayWhen I back home I found the box has the phone and charger onlyAll small boxes is emptyLook like open beforeI try to make complain nowNo headphonesNo S pen toolsShame on you

Way better than the old Comcast store, thank you for upping your game Comcast

Quick and efficient but they only handle residential accounts. They cant help with business accounts at this location

The girl at the front desk was extremely rude, she wouldnt answer the one question I asked her, the wait was very long, almost 2 hours just to return a cable box!I will never come back to this store!!!!

The worst place Ive ever had to do biz with. They dont care!

Great customer service and selection of new phones and home equipment.

This place is a joke no one knows what there doing. They make you wait for ever and than they have no clue on how to help you

Absolutely awful costumer service. Couldnt have been less helpful.Wouldnt take a box back because I wasnt the first name on the account. Offered no help and were completely rude

I had to return 2 old digital boxes, a failing DVR and my Arris gateway. I upgraded my gateway to the newer XB6 gateway and a newer DVR.Id seen only 3 star reviews for this store online so I was a little worried about the wait time and service before I went there.. Any skepticism I had, completely changed when I walked through the door. I was greeted as soon as I walked in, where I handed in, the old equipment that I was returning. Then I was given a waiting number. I wasnt in there for more than 10 minutes before I got called. Id returned the old equipment, got called up to the kiosk and walked out with my new equipment in 15 minutes total time.The store is absolutely beautiful inside.Everything is streamlined, bright and comfortable. They have couches, tvs playing and of course free Wifi.I wish every company worked as efficient as they did in this case. This store is a COMPLETE 180% from the other store in Lawrence Ma.The old store in Lawrence, was / isan absolute Horror Show..

Employees are polite and knowledgeable. It can get pretty busy, I suggest making an appt.

Great store, wonderful,helpful staff very alert and caring

TERRIBLE EXPERIENCE!! Where do I begin?? I had a WONDERFUL experience on the phone with 3 customer service reps. Everyone I spoke to on the phone was wonderful, but this store is terrible. I had spent over an hour on the phone with a great rep setting up my entire new services - he told me all I had left to do before I moved to my new house was to pick up the wifi and cable box from the store. I got to the store and there was a 30 minute wait, which was fine, so the rep told me I could set an appt for an hour from then and come back. He told me he put my name into the system. I left and ran a few errands and returned at my allotted time. Apparently my name was never put into the system, and I had to wait another 20 minutes to be helped. Once I got to the counter, the rep told me there was an issue with my account (there was no issue, I had just been on the phone), and he had to reprocess my order. Basically, he cancelled my services to re-do them under his own name so he gets the credit for new services. Sketchy and not okay. I work in sales, and you do NOT do that. THEN, after handing me a sealed wifi box and a sealed TV box with a smaller box holding what I assumed to be a remote... he took that away and gave me a used, opened tv box and threw some loose wires into a random box and put it all in my bag. I inquired about the sealed box but he said it was the wrong one...it was the same exact box. So I left, went home, and a few days later when I went to set the TV up, realized he hadnt given us the remote! I wont even get into the complaints I listened to from other customers in the seats around me who had been waiting forever to receive bad service. I could go on and on. Beautiful store, disorganized employees who clearly need some ethics training. I will only be returning to this store to return the TV box I received, remoteless.

They have two kiosks there never seen both of them working at the same time

Great service highly recommended!!

Quick and easy. Staff was nice, polite.