Not as bad as others the payment kiosks are a pain. You have to hit the number 3 to 4 times for it to register. Employees are more intent on their devices than on customers.

Good service, very helpful. Got all my equipment, went home installed it, but could not activate using the app, had to call the 18** number. WAP works well.

Plenty of parking. Easy to pay my bill. Can get busy.

The exchange of wifi connector was smooth without a long wait in the shop. The customer service was very efficient to complete the transaction

They literally don’t carry set top boxes or modems in stock for replacement or additional equipment. I went in with hopes to pick up additional boxes but was told they’d have to be shipped since they no longer carry them except for new, walk-in accounts. It’s become a storefront focused on the mobile network side and trying to sell cell phones and accessories.

The purpose of coming in was to exchange equipment and clarify some unanswered questions. No waiting, social distancing, everything was great. Gino was very informative and even provided great solutions to my concerns. He provide me perfect internet package. Even I got much better deal than last year promotion. He took the time to reassure me that my concerns would be taken care of if not addressed at the given time. Gino is the best of the best customer care staff Ive ever met. Thank you Gino.

It was ok...the Trainee that greeted me and signed me in was very professional. On the other hand the associate with the high mini pony tail was far from personable...seemed tense and stressed out.

My experience was very poor. Customers are required to line up outside until a customer rep is available which is completely understandable and acceptable given the health crisis. There is a sign that explains the 1 to 1 ratio - customer to rep. However, as I stood in line, I watched 4 customers exit with no invitation to enter. When I was finally invited to enter, I explained that I just wanted to purchase a Pod - a device stored on a rack adjacent to the cash register. The rep walked me through the store right past the rack, pointed to the register counter and said stand there. He then left without another word. Several minutes later, I saw him exit the stock room with a colleague in tow who pointed to the rack and said there they are. The rep picked up a package and set it down on the counter- and then left again. Ill be back, he said without explanation. Several minutes later another employee walked to the register and started typing - not a word to me. I asked if I was going to be allowed to buy the device. He said, oh, he just needed my override. He will be back. Several minutes later, he was. Started typing without saying a word. After about a minute of typing I reminded him that I was just there to buy the pod. He replied oh, I need to register the pod on your account. I answered it would have been helpful if he had mentioned that. He stopped typing and gave me, finally, a detailed explanation. 40 minutes of waiting, poor communication and abysmal customer service. To buy that device at a retail store would have been a 5 minute task.

This is a good store but highly recommend skimming through plans on their website beforehand because at times they are not completely aware of plan features

Poor customer service, I made appointment trying to upgrade my old phone, the staff, Mike is very rude, he insisted to have my wife present to verify all the information about my home internet account. I explained to him that I only want to upgrade my phone and I can provide all account access or have my wife call in, even with that, he still refused to serve me.From the appointment instruction, nothing mentioned I have to bring my wife for phone upgrade. Wasting one hour of my precious time!!

Went to this store today. Simply chaotic. Customer service is rude. Almost felt i was pressurised to buy in

Took my name and I waited for at least 15 minutes. People who came in after me we given service before me. I asked about this and got a vague answer. On another trip, they gave me the wrong cable box.

Dropped off a modem and did not require any other service from them. They wanted me to wait to talk to a Comcast service representative to ostensibly get a receipt. I waited for 10 minutes before I realized I would be there for at least an hour and could not figure out why. The person processing you into the store could not give us a reason as to why we needed to wait after she took the modem. I just walked out.There were not enough people to handle volume of customers and they did not seem to be in a hurry.

Made an appointment online for some inquiries on the Xfinity internet. Spoke to a very helpful employee who was able to answer all my questions. She was very courteous and professional. I had a good experience with this location.

Returning equipment is easy. Long as you bring what you are supposed to. Less than 2 minute wait, in and out in under 10 min.

Extremely poor customer service. Rep was rude and gave bogus information. Told him that I want to update my existing TV boxes to the latest 4K UHD, i.e. XG1v4 and Xi6 but was flatly denied citing that I dont need it because Xfinity does not have any programs or channels in 4K UHD at this time. Furthermore, I was told that XG1v4 is no longer in production because of the overheat problems and not available until August 2021. None of these are true because I called Xfinity 800 number afterwards and was able to order a starter kit for both units but have to pay a shipping fee of $15.00. Comcast/ Xfinity at Grafton can do much better than this by hiring qualified and courteous personnel!

I had issues with my cable at home. I called the solutions center at 1-800 XFINITY, where I got no solutions and they were rude and only tried to sell me a 99$ a month maintenance plan. Fast forward, I go into the the the xfinity store here and got it resolved so quickly and the staff was incredibly helpful. Amanda assisted me with all my questions and got everything I needed done. Always a positive and helpful experience when I come to this store.

My Comcast experience was not the greatest, but this branch will help you determine if you should switch to Xfinity for all your entertainment needs. I actually brought my own router and had several issues with connection speeds. I recommend using their routers to avoid this issue.

Expect long waiting time if you come in the weekends. At least they have comfortable chairs and college football or NFL showing at a wide screen TV. Staff is friendly, but at check-in they don’t give you an approximate time how long the wait actually is.So plan ahead if you have business to do here, you might get stuck for a while

Just for pickup devices,you had to wait in line for hours.its too bad.they should have proper customer handling procedures. Customer service sucks

A sales store is a sales store. Always try to talk you into buying more and wont honor military discount.

Useless. I have had 2 techs out to my house. Been to the store 2 times, techs tell me to get a wireless box for my 2nd tv, store employees say there is no such thing. Waste of my time.

Horrible..... Very long wait time the employees were just taking their time just for walking from one desk to another. I was there to pickup equipment after upgrade waited for an hour nothing had to walk out.... Just let them deliver it. Stay away.....

Very clean and very pleasant staff! Worth the drive from west Dublin!

They do a pretty good job of getting people in and out quickly.

Friendly staffs and quick closure of issues. Highly recommended

Great attitude! Real improvement in customer service. Associate Behnoosh tried her best to fix a system issue with xfinity mobile. Even with the technical challenges, the associate worked with me AFTER her shift and the effort was definitely there. In my objective review, Xfinity is definitely trying to improve the brand and customer experience and I appreciate the effort as a beneficiary. The dropped star is for Comcast not enabling human agents to better support customers. I had multiple interactions with the tech support recently and I see the pattern. The back-end tools are fairly rigid and counter-productive to the point where it might be hurting the company operations.

Speedy service and pleasant helpful staff

Aggressively unfriendly. Made an appointment online, was snapped at upon arrival to the store to stand in line to check in, then had to wait in line again after checking in. Why make an appointment at all? At least the staff were all rude.

Had a pleasant rep make all the difference

Extremely long wait times an hour or more without an appointment, dont bother going in unless you have an appointment. I hope to never go back in.

Friendly and experienced staff that can help

Helpful, but they gave us the wrong equipment that wed ordered online.

I made an appointment online during the Covid fiasco. It is extremely organized at the Xfinity store. It was two separate lines one to return equipment and the other to do upgrades and purchases.My Comcast rep Amanda was extremely friendly and efficient.She handled my purchase of the x5 pods.I tried to order over the phone but unfortunately Xfinity is trying to do without customers talking to reps.I highly recommend this store.

The person that helped us at this store gave us a cable box that was program wrong. Spent over 2.5 hours at home on the phone with xfinity!

I tried to find a telephone them to get a quote for Internet and all you get is a run around

We are new customers since July 2020 and ever since we have tried multiple times to get setup correctly...simply with the right remote...and then upgrading our service. Unbelievable experience...not once, not twice, but on 3 separate occasions, including tonight, 12/12/20. So many issues, too much to detail. Covid protocols limit the number of people in the store at any given time to 20...we get it. We take no unneccesary risks related to vivid. Tonight there were no more than 12 people in the store. My husband and I wanted the support person to explain what remote we needed and what additional services we could add to simplify and improve our viewing experience. Three of their employees jumped all over us and said they could only talk to one person per household at a time...and then a third person came out to say it was mandatory by CDC guidelines. He even suggested that one could go outside in the night and converse with the other spouse that was inside, while discussing options. That was highly inconvenient...and seriously, thats the best they could do ...complicate things rather than simplify them??? Mandatory by the CDC...that was not the truth. CDC does not state limits per household...they offer guidance on number of people, period. So if two people need help from the same household and that is going to take the crowd size up to from 12 to 14 then it seems that should have been ok since the total store is within guidelines. Their in-store support team absolutely failed. They were the complete antithesis of everything that their EVP and Chief Customer Experience Officer, Tom Karinshak, states is the customer service commitment...they had no accountability (suggested we go to another company), they wasted our time, they complicated our experience, and in the end they failed to help us with our service options and customer service needs. We left the store highly frustrated and without a solution for our issue...what upgraded remote can we get...and what additional service package can we add to increase channel options.

This place takes forever to help you. Also even though in Covid times they wouldn’t let me and my roommate on the store to get our items. I had many devices to pick up and had to carry it out of the store alone. I’ll drive to another location next time to get help.

Great service, line went fast, very organized.

I loved it.

Very clean organized and friendly

The staffs aren’t trained even how to speak and respect customers. Store manager doesn’t help anymore. The speed of internet is awful, not recommend exfinity to anyone.

They didnt pay much attention to the equipment we were returning.

Disinformed discourtesy staff abut policy and procedures unprecedented and rude upselling staff need to go back to basic where customers get the service there is paid for and not to make them belive in upselling...

Im so done with Comcast. Every morning when I turn on my bedroom TV, there is an error code. This has been at least 5 months of the ritual, which usually exasperated me. Ive been seriously ill since October, diverticulitis, ecoli, colitis, uti, bladder infection, etc. The fight isnt in me. Ive emailed them a few months ago for partial credit since its just sitting there, and I didnt receive a reply. For the amount of money I feed them, they should have better equipment, 24 hour online remote service, etc. Please pray for me people. Im supposed to be in bed recovering, not out battling unnecessary stress, Yes, Im beyond description.

The representatives made it a 3, they were so very kind. My wait felt very long. People who came after were seen before me and they had no appointment either. I was only there to pick up a box. My time being seen by a representative was no longer than 4 minutes. He verified my info and handed me my items.

Unprofessional and not knowledgeable. The store manager can not solve problems and the staff is not trained. No standards of operations in place and not ca able. They wear the t shirts but do not care about providing service and waste your time. Stay away if you are a busy person.

They said they were open but when arrived it was closed other people were there and no sign that they were closed early they have really bad customer service too

The representative in this store is rude. He looks tired or upset something. I understand his point but this guy makes customers uncomfortable.You know that Step back, step back and Could you one step back? are quite different.

Great experience!

Damani Ambrose was excellent!!!

No local phone number, slow equipment was replaced with other slow equipment and few features.Outage for 3 days with zero communication. No reference to bill relief for gap in service. Phone and online Assistant is useless. Constant focus on bill paying, NOT on quality of services.I will move away from Comcast as quickly as possible.

Went in to swap equipment with an appointment, got home and found that the internet modem is missing a power cord. When I called the trusty 800 number they tried to tell me I had to make another appointment to pick up the power cable?..

Never had this experience before, i have been a customer for more then 10 years. Today I went to this Dublin Xfinity center and i understand the safe rules to follow regarding COVID 19. But they maid me feel like if I was the most infected human out there. The cashier (SZ)that I had today didnt even want to answer a question i had and when she did, it was with a horrible attitude.Comcast if youre going to hire people please make sure to remind them that customer service matters!And youre not the only one out there whos devastating with this COVID.

There are 10 supposed stations to help customers. At any given time there are only maximum 4 people working to help customers. When one customer is done, that service person seems to go to the back and take a long break while there are still other customers waiting. Actual service folks are nice but severely under-staffed or are not working efficiently

They have plenty of space for the displays but not enough staff to help when you need it. Most people dont care to buy things while here its always because they are having a issue of some sort. Always at least a half hour wait. At least they are open 7 days.

I usually don’t do this but wow. Horrible service. I was treated like I was there to scam them, never have I experienced this kind of behavior. Yet the person behind me came in with the same issues and was treated without being interrogated or given a really outlandish excuse. That person was much older than I and was also Caucasian, which I am not. Rude, racist, and unprofessional staff. Would not return. This location, down to their manager needs help. The manager also refused to come by when asked for further clarification to an issue the rep, for some reason, couldn’t solve. Called customer support and the issue was resolved right away, with a credit and apology for the way the Dublin location handled the issue.

Excellent service and good distancing and safe policies

A bit hard to see from driveway handicap parking. Staffing quick to finding help for your issues. A very busy location but near other fine stores. A good stop off location.

Easy check-in options.. staffs are well behaving and I had liked the way they deal with the tasks.. ample parking! Never knew walk in store could save so much time!!

The most horrible customer service I have ever recieved. Donot ever expect xifinity to answer your call. If they dont want to answer the phone, why do they have the 800 Xfinity phone number.To teach such companies a lesson please donot precribe their service.

Wow. Fast, efficient service, from excellent staff. So surprising for a Saturday afternoon. Thanks Tiana, you made something potentially difficult, really a pleasant experience.

Great Service! Service installer Brad was very professional and personable! He was very knowledgeable about the product !

Great service

Super speedy service. Polite staff.

Showed up minutes before they close at 6:58 - the doors were closed with many people waiting for service. Waited until 7:02 at the only doors people were leaving to be told were closed. You have to be here before 7.Agee with previous post - service here sucks drive to concord they are nice and helpful. Can’t believe it’s the same company

Quick and courteous service. I was surprised, for a Sunday afternoon!I hope ticket I filed on the issue of the promised gift card rebate is resolved soon.

Looong waits. Staff isnt very quick. Be prepared to take a number and there are often 6-10 people ahead of you. Each costumer takes 15 minutes or more and there are typically only 3 customer service reps.Not as bad as DMV, but similar concern for the time of customers.This is from a company that offers blazing internet speeds. If youre a business customer you can plan on being treated very much differently than youd treat your own costumers.While youre waiting you can browse the latest in cell phones, though why youd get mobile service from this mind-crushingly slow place of business is anyones guess.The Xfinity stores are few and far between so hope you dont have to drive an hour to reach a store where you can wait another 45 minutes to get helped.By the way, if they screw up your order, as they did in my case, you can plan on coming back for another wait.

Very large, popular comcast store. They were fast and courteous to me.

3 people waiting to drop off equipment outside about 7 PM, while a few people inside are working. Two people outside knock on windows and point to equipment. No one will look, finally a woman mouthes closed and makes a cut throat sign. If this many people are writing the same issue, just expand to 7:30 PM so service your customers better. We all are paying way too much for your service. Oh and if you want to mail in equipment they say there is a UPS fee after to bring it to a UPS store.

When this place is crowded, dont bother going. The lines are long and do not move along very fast. Majority of the staff is great, but with the number of rude customers and long hours, their patience wears thins. If you have to go, make an appointment early in the day and try to accomplish all take on phone or another way if possible

I am always in and out of this store quickly. The staff knows their stuff. They are willing to help you save money but also get the most bang for your buck, which I really appreciate!

I went in to return a Motem and to see if I could get my $200.00 a month lowered. I was there for over an hour and they did NOTHING for me. After all was said and done he said he could only reduce it $3.00 which is unacceptable because I JUST returned a $14.00 piece of equipment. Think about that?I have been with them for over 20+ years you would think they would take that loyalty into consideration but noooo. Looking into other alternatives.

I have Comcast’s promotional pricing strategy. They increased my Internet price 75% and then I had to waste an hour of my time to essentially get the same deal on a new contract. Total bs

Went in today to return some equipment since I just recently upgraded my cable boxes. Check in was quick and I was up with a representative in 5 minutes. Equipment return was painless and the representative even helped lower my bill by going with a cable plan with channels I actually watch on a regular basis. I managed to cut $60 a month on my bill.

Staff were very nice

I have been here 4 separate times and Everytime was fast and easy. The girl at the front desk was kind and helpful. I was in and out with everything I needed.

Friendly and efficient service.

Service was friendly but wait time was longer than expected

Great customer service, fast service, was in and out with no complaints.

Everybody dislikes having to talk to Comcast. Based on my usual experiences with the company, this visit was downright pleasant. I was skipped over in the wait que and had to go ask one of the representatives why I was skipped. To be fair, I was quickly helped after bringing it to their attention and the representative was able to resolve my concerns to my satisfaction. I removed one star for being skipped in the first place.

This is terrible!!!! I waited for ever just to get a small box off my account!!!! I live in San Ramon and EVERYONE has to come here!!! The San Ramon store should of stood where it was!!!!! At least there would be half the wait! The drive to Dublin so not worth it!!!

They do try I will give them that. But this store ALWAYS has a distinct odor? Its weird. Non specific odor? Last time I had to go in the worker couldnt help me. She seemed annoyed.

After 10 years of being with Comcast. two months ago I did not want to sign a contract for two years so Comcast start charging me very high. Last month I went back and agree to sign a 2 years contract if they remove my charges and they said OK. This month I got my bill and charges still there.I wish had a better choice or could do something to protect other customers. Bad Comcast.

I only went in to return my cable box and the remote control. There really isnt much else to comment about that, except to say that they tried selling me something that I didnt already have (security system). Other than that, job done!

I went to this location today to return equipment and unfortunately, got the customer service rep that neither knew ANYTHING about how do deal with a customer nor exhibited an ability to perform his job effectively. If I had gotten his name during our brief encounter, I would send this to his supervisor because he certainly does Xfinity a disservice. He should not be working the front line.

Very confusing layout. Appeared to have lits of staff but only 1 person actually assisting customers. The others appear to be window dressing. Cant address service issues here. Can only get or exchange defective equipment.

Best experience ever at the Comcast store! Returned all my gear and closed out the account :)

Diego was very helpful in figuring out issues with our boxes. Great customer service

Walked in and had a great service experience. Danny was the person who helped me. He knew his stuff and had some really good recommendations.

It was a good experience. Especially Mr Perry who solved my doubts.

The wait everytime I go there is about 15 to 20 min. Not terrible but its usually better than trying to resolve issues on the phone with their horrid phone customer service (in my experience anyways). Although last time I saw someone come sign in after me and get called before me which I was peeved at. Oh well.

Immediate help was given. Appreciated the service.

You suck.

Long wait time. Very slow service. Hopefully you can handle services online or on phone so you never have to come waste an hour here

Fast service.

Thomas was great.

I had impeccable customer service here for many years (including their old Livermore loc). BUT...ever since my favorite rep got her MUCH deserved promotion, allot is missing. Everyone there IS nice, but in my recent experience, theres a lack of concern & attention when you require additional help (like a box not connecting...TWICE). The initial service is fine, as long as it goes smoothly. I hope I can give it another star after my 3rd trip there & hopefully get my issue resolved.

The lady who helped me was very nice and helpful, I wish I could remember her name. It would have been 5 stars but I waited for a while.

I got great service just its so far in a wheelchair.