Xfinity Store by Comcast Branded Partner

Triple T

2024-03

Terrible location. I kept getting the run around from the manager about my billing. This is my fourth time coming here about issues with my billing. No one has cared to try to fix my billing or being honest about how the process works. The girl with the skunk hair and septum nose ring didn’t show any empathy at all about my billing and also lied about the manager being their after I just saw him. And then proceeds to tell on herself by saying I can go get the manager. I thought you just said he left for the day!? That’s screaming unprofessional. Lying to paying customers not only about their bill but also about a supervision being on the floor and also not even caring that I had an issue with my billing.

Kathy Crowe

2024-04

I would like to take a moment to thank Lyndsea, she really was very helpful and patient with me in the store today. I thought that I was going to have to spend money that I didn't have, but with her knowledge everything worked out.Thanks so much, we need more people like you working in stores like Xfinity.

Michelle Graf

2024-02

My husband and I came into the Oak Ridge Xfinity store and discussed switching our phone services from AT&T to Xfinity with an associate Lyndsey Bruce and she was amazing!! She was very patient with us as we had to contact AT&T to get information from them to transfer service. Lyndsey transferred our services and explained our savings which were amazing!! Lyndsea took care of our transfers, questions, and purchases with patients and understanding! She was awesome and I believe she even stayed passed her getting off time to stay and make sure everything was perfect!

Sara Ladd

2024-02

I'm not a very tech savvy person, so I had been putting off going to talk to someone to try to resolve my problems but it has been a huge pain in the past. But turns out I had nothing to fear! Even though I came in 30 minutes before closing, Lyndsey was absolutely amazing! She was friendly and very personable, laughing and joking around with us all working to resolve the issue! We came in anxious and a little frustrated an left laughing and smiling and completely satisfied! Thank you Lyndsey!

Bill Smith

2024-04

I’d leave zero if an option have been having outages for several months now. Have had to take off work several times and issues are not resolved.Once again out twice this week they even said fixed their end and canceled service call now out once again and waiting on service call. Worst company and company service ever. Will be canceling service asap. Plus raise prices constantly.10/10 avoid.

Blaine Ward

2024-02

I was a Straight Talk customer for YEARS. I’m very excited to save money. Lyndsea, Marceese, and the entire staff at this location did a fantastic job! They accommodated all of my needs on the original transaction and also about the new cell phone plan through them. I’m very excited in the future to do business with this store. Hooray hooray five stars five stars! Highly recommend!

Mike Vanosdale

2024-04

Lyndsay was the absolute best person we have dealt with in years . She went above and beyond to help with my 80 year old mothers phone . She needs a raise no matter what she is paid . Thanks for employing this young lady . M Vanosdale

C

2024-03

They set up our service in the store and messed it up in every way possible. We only use internet, we don't use cable. We very specifically stated we needed unlimited internet. They made it unlimited for only the first month and added the charge of a landline. I have no use for a landline and sure don't want one and never did. Now our bill is insanely inconsistent and stupid expensive. Don't use this service, at the very least don't go to this location.

andrea parks

2024-03

I have had Xfinity for a month. Not only did they say no that is not what you signed up for . But I was polite . I went back even wanted some channels, I have internet only. Now I have gone through one Roku, my own fire stick and a brand new fire stick, trying to get this Xfinity app to download. I finally get it downloaded for it to give me a code that I can’t get past I have been up there a total of three times in the past week. I’m over it I’m spent out I’m done I want to get the peacock but I’m scared because I’m afraid that what I have will not recognize Xfinity Because I have prime and Amazon fire. Never have I ever had a problem like this. I will be going back up there one more time to get my money back. Because I’m not gonna get charged for something that I cannot watch and I cannot watch on my TV there’s no need for that. I don’t need somebody’s blow. Smoke up my butt and tell me it’s sunshine. I’m not some young.

John P Zerga Jr.

2024-03

I must change my review because I was wrong. I remember being on the phone for a long time for the ACP Program, but they never actually signed me up. It was not the Xfinity store 's fault that I was never part of the program. I would give the store 5 stars but I did encounter a line when I visited. Otherwise the customer service is examplary and their employees provide a personable experience.

Richard Miller

2024-04

Not at the store. Need to ask a real person some questions. Spend over 15 minutes with the robo answerer before I hung up. It was a simple 30 second for the store, not some CSR in another area.

Melissa Woods

2024-04

My equipment was sent to the wrong address and they still are making me pay for it, as well as being harassed to pay for services that were never used. I have never had wifi but I am being charged for it. I will never ever use Xfinity.

Kimberly Maldonado

2023-12

Even though I paid cash for my phones 2 yrs ago and xfinity still has them locked. Now we have been without our phones for 3 days waiting on them to unlock thembecause we switched users and xfinity isn't unlocking them. You also have to go to the store to talk to someone since their number won't connect you to someone that can help.

Victoria Doddato

2024-04

After a week of no service. We were able to set up an appointment with a technician to figure out what was the problem. My router was 6 years old and he informed us we needed a new one. Not sure why we were never informed before, but the problem was resolved and now our internet is better than ever.

spencer niehaus

2024-02

Went to get our account moved into the Xfinity app and up to date. Was very easy to get done instead of over the phone.

Jon Martinez

2023-12

Had a great experience, was in and out in 10 minutes, Anthony should be your go to guy, very courteous, respectful and knowledgeable! Recommended for great deals on internet and phone!

Jack Green

2024-02

Been in here twice in recent weeks for phone issues.Yes there can be a bit of a wait time but the staff is awesome!

Marie Roberts

2023-12

My experience sucked. Would not listen to what I had to say continually talked over me and was condescending and rude. I so wish we had another internet provider. I pay over 150.00 a month for internet service ONLY

Joseph Roach

2023-05

A great place to do business, Brian and Austin helped me tremendously. I was there for a total of maybe 20 minutes and got the phone I wanted with the best deal in my opinion. I recommend anyone that needs a new phone to check this place out, a great example of an establishment that does great business and cares about their customers!

Amy Jeffers

2022-05

Store not open at 11:45 am when their hours state 10:00am. Person says they aren’t opening u til 12:00 due to weather, really? There is no weather other than cloudy!

Ferngrows

2023-05

My previous mobile provider (cough cough rhymes with Horizon) completely bungled my account and device. Haley at this store was monumentally helpful in setting up new accounts for my wife and myself and made sure everything was to our liking before we left the store. Professional and quick service - highly recommended!!

Danielle Brooks

2023-05

I just want to give a big shout out to Jessica! She has been the nicest and most helpful person. She has been helping me throughout the whole process of switching my phone service. If not for her I would have said forget it and went somewhere else. She's wonderful and your company is lucky to have her. If I had gotten a survey she would definitely be a 10/10. Thank you again Jessica!

David Rowe

2023-05

So my Home Internet/TV bundle was expiring so I called to drop it down and they talked me into a Google Pixel phone and adding that would lower my account and eliminate my cell provider, which is a win-win, BUT they added a second account on my name and it shows 2 bills coming up and I have tried through their direction to activate my Google Pixel 6A and port over my number from my current cell provider. They said they would transfer the phone to the old account and delete the new account and in 2 hours I should be able to use the phone, nope x3 times trying, every time I called they showed 2 accounts active. I asked if we could remove the old account, because the new account with the Cell Phone was lower, call back at 7am (3rd time, 3 days worth). Not worth it, I am now going to drop all of it and get another ISP. My first account was due up in May so I will not be paying them when they dont know what the heck they are doing. Big company, overseas support and customer suffers for their dropping the ball. If I wasnt a computer tech, I wouldnt have any of it.

Alice Penn

2023-05

When I started with Xfinity mobile over 2 years ago, Oak ridge office was so nice and helpful. When it got time to update phone and I returned to the Oak Ridge office it was the most rudest and horrible experience. I finally got up and left in middle of making update. Went to Knoxville office and couldn’t have been happier with my service.Oak Ridge let’s step it up and be a little professional.

Kimberly Irwin

2023-05

I have spent HOURS for 2 days trying to get help with a text sharing issue the chats are worthless you cannot pigeo-hole every issue into a singular category. When a customer begs for a LIVE TALKING Representative you need to connect your customer to a live Agent! I'm a senior citizen and not too tech savvy I feel completely demoralized by your poor service

Erin Earley

2023-05

November my bundle was expiring in Dec. Next thing I know I have a bill double what I had and nothing what I was told by customer service. After two months of no help from theit customer service in phillipines and had one lady laugh at me and I wasn't telling a joke. Thirtyyears as a a customer you just lost my business AT and t here I come

Carrie Ellis

2023-05

Back again to Oak Ridge Xfinity Comcast to deal with the same problem. Her deceased husband's name was still on the bill. It should have been corrected months ago, but NO!!! Now, she did not receive a bill and called to ask about it. The customer service representative stated that it was a three party bill and that was the cause of the hold up. It had her name, her deceased husband's name and Xfinity Comcast. She requested that a bill be sent out immediately. She received it and was charged a $10.00 Late Fee, which was paid. She received the December bill, which is due in January and there was another $10.00 Late Fee added and the bill is still current!!After a 1 1/2 hour drive, we had to wait for the Store Manager, Brian. After a 15 minute wait, Brian comes in and assists him employee who was experiencing some problems with a customers account. The he proceeds to do an interview, before finally getting to us. She met with Brian, the Store Manager, and he looked up her account. He said that every thing was correct and that her deceased husband's name was removed. When she went to look, it was still there. Brian stated that it could take up up to 6 months for it to reflect on the bill.He put in a ticket for Xfinity Comcast to review the bills and to waive the Late Fee, but he couldn't guarantee that they would waive the fees.My friend has been a Comcast customer for 45 years!! Instead of trying to find a solution to her problem, he suggested that she go local with Highland Communications, which is local for Scott County, and start fresh! I bet that Xfinity Comcast might not like him suggesting that!!There was one employee whose pants looked like that they were about to fall off him. They were so low that you could see his underwear! This is NOT APPROPRIATE BUSINESS ATTIRE!!! The Oak Ridge Xfinity Comcast is a JOKE!!Xfinity is not customer friendly!!! A friend 's husband passed away and she wanted to switch service from his name over to her name. She thought that this was something that could be either handled over the phone or by requesting a change of information form. She called Xfinity and spoke to a lady, from the Philippines who was very hard to understand, and she was told that she would have to go to the closest Xfinity store and fill out the paperwork. The lady stated that it was Xfinity 's company policy not to do anything over the phone and they don't mail anything out. My friend replied that Xfinity mails out a bill and she mails back a payment, so why can't you mail the change of information paperwork? The woman then said that Xfinity could send an email for her to download to sign, then email back to Xfinity. My friend is an older lady that doesn't have an email. So here we are in Oak Ridge, TN, September 25, 2022, on a Sunday afternoon. We traveled from Scott County, which is over 1 1/2 hours away!!!! Xfinity had a office in Scott County, but closed it down and moved to Oak Ridge. This could have been easily solved by completing it over the phone or by sending out the paperwork. My friend is back to the car. She was told to bring her husband's death certificate and a picture id. The lady at Xfinity didn't even look at the death certificate or the picture I'd, she pulled it up on the computer and changed everything in a matter of minutes. This could have been done over the phone!!! Xfinity needs to realize that some of the older generation is not into the smartphones, computers or new technology and therefore not able to do these things.

Steve Hammonds

2023-05

Beware Oak Ridge Xfinity Store!Short version: Xfinity store took in our cellphone trades and never mailed them to corporate. Charged $1309! Store manager claimed they were mailed multiple times. 45 days later got the police involved and 10 minutes later we had our phones back. Incompetence or attempted theft? Hard to say. I thought maybe the manager was covering for an employee. Still trying to get Corporate to take the phones back because it has been so long.Long version: We switched to Xfinity Mobile from Verizon. It was a lot cheaper and uses Verizon towers. We got two free Iphone 12 minis. We hated them (we are Android people) and asked for Samsung phones (that we would pay monthly for). Xfinity sent them to our house. We went to the Oak Ridge store to swap them out. Unfortunately instead of mailing the iPhones back ourselves, we turned them in at the store. All was well. Twenty days later Xfinity charged us $665 dollars. It took several store visits and calls to Xfinity to find out that the charge was because they hadn’t received the phones. The store manager assured us she had mailed them in. While I was in out of town they billed us for another $645 for the second phone, the auto-pay on our account failed for some reason AND THEY SHUT OFF OUR phones! Once we figured out what happened, we paid it and they turned our phones back on. When I got back in town I went to the store. I refreshed the manager’s memory of our situation and she found a tracking number for two iPhone 12 minis. I got with Xfinity support and they determined the tracking was not for our phones. They told us to file a police report if we thought the store employee stole them. My wife went to the Oak Ridge police and filed a civil complaint. The officer told my wife to return to the store and inform the manager that he would be in her store doing an investigation the next time the employee we dealt with was working. The manager walked into the back of the store and found the phones within 10 minutes. 10 minutes! After all this hell! We still don’t have our money back, but hopefully we will get it when we send the phones in ourselves. It’s been 45 days. I’ve got about 16 hours and 4 store trips invested in this not to mention lost sleep.

Jill Foster

2023-05

We had to visit this store today after an issue with activating our cell service. We worked mostly with Makena and she was just a joy 😊 Everyone seemed very nice and they definitely know their stuff!! We will not hesitate to visit this store again if needed!!!

Penn Gillespie

2023-05

Spent 45 minutes waiting in line because there were only 2 people working. 1 of which was being trained.By the time we were next an older woman walked in and made the girl who was about to help us move to another computer. The new woman then wasted everyone's time by stop logging into the computer to change the channel on the TV wasting another 5-10 minutes of everyone's time on top of the 45. The line of customers was going out the door the entire time.The original girl that helped us did a great job when she got logged into the new computer and seemed to have been helpful to everyone else.