In my 30+ years of existence, this is one of the worst in-person customer service experiences I've ever had here at this Xfinity store. Please be cautious. I came to this store with the sole purpose of increasing my internet speed. Instead of simply helping me find a plan to increase my internet speed, the sales representative named taylor pretty much persistently pushed this phone onto me with lies she told despite me not wanting or needing it. She insisted that I accept this Motorola phone and stated that not only would it be free, but it would also lower my internet bill and add no additional fees or costs for me. I asked her multiple times in the store if this were actually true, because it made no sense that a phone would not only be free, but would also lower your internet bill without any strings attached. She stated several times that me accepting the phone would not add any charges to my account and had no strings attached, and would only affect my account by adding discounts (an internet discount and a free phone to use). I accepted the phone, but not only did the discount she spoke of never appear or go into effect, but the phone began to charge me a monthly fee. My bill began to be $80 to $120 more than what she told me it would be.
When I attempted to contact her through text messages to her work phone, she changed what she said multiple times, and eventually she stopped replying. I then went in the store to attempt to resolve the issue in person. There was no manager present, but while I was explaining to another employee how I was given the wrong information from the store rep taylor, she began to comment from the side and gave attitude. I responded by telling her that she lied to me, and therefore I have nothing to discuss with her. She responded by verbally rudely telling me to leave the store while saying that she would turn off my internet services right then and there to try and scare me into leaving the store quicker (even though I had just paid the bill for it without the discounted price she promised).
The next day I went into the store again to attempt to resolve the issue when a manager was present. Immediately when I began talking to the manager adeline, she stated, "Oh, you were the rude/disrespectful one from yesterday," indicating that she already heard about the interactions that took place the day before. Immediately I thought not only how unprofessional that was, but after a bit of dialogue, I then began to see that she enables the unprofessional customer support of her employees. She did nothing to fix the issues that arose from her employee lying.
I highly advise against going to this Xfinity store. Not only do they not resolve the issues you attempt to have resolved, they cause additional issues that are very difficult to fix. Now I'm currently stuck with a phone that I didn't want/need (that isn't actually free or paid off, as there is still a balance for the device itself) and additional recurring charges on the bill (because of the phone) that I wasn't initially told about (but instead was told it'd be free with no charges).
I have been a customer of Xfinity for several years, and this experience with this store has caused me to consider and seek internet services with another company.
