File a complaint on how I was treated at a Xfinity store

I was treated so very rude at your store located at 2235 Market Place Blvd. Cumming Ga 30041.

March 2, 2025

This is a complaint on a female employee who was working at the Xfinity Store located at 2235 Market Place Boulevard, Suite 210, Cumming Georgia 30041.

We started having issues with our cable Thursday night. After speaking with your customer service via phone, we were told to visit a Xfinity store in our area to obtain new remotes. Friday afternoon Andrew [Edited: "Personal Information"], also on the account, went to the above-mentioned Xfinity store in Cumming Georgia. Turned in our two old remotes and received two new ones. He came home and tried to program the remotes; we had to call tech support after a while they helped program the remotes. Everything worked then the cable locked up again.

Sunday, Xfinity tech support told Andrew that he needed a new TV box, to go to a local Xfinity store to get a new one.  March 2, 2025, he went again to the above store in Cumming Ga., around 12:30 pm to pick up a new TV box. A there were other customers in the store as Andrew waited, as it was his turn the shorter female employee received a phone call, causing two other employees to gather around her to join in on the conversation. Then a young man asked if he could help, Andrew told him why he was there, after pulling up our account on the computer, he went to retrieve a new TV box.

Now the female employee that was on the phone was in front of the computer. The male employee asked her politely to move as he needed to scan the TV Box, she ignored him, he asked a second time she told him to go use another computer. Andrew followed the male employee over to another computer as he tried to scan the TV box. After Andrew came back home and hooked up the box, we were unable to activate the TV Box, so we called tech support again at 2:00 pm, we tried together to activate the box with no results. The box would not find our account attached to the TV Box. Tech Support said they would try to fix the issue, and someone would call us back.

Around 4:00 pm I called Xfinity tech support by the phone number on the TV screen not being our phone number, when we tried to activate the TV Box. The Tech support agreed and found the box was not programed for my account. It was programed to someone else’s account. We were then told by tech support to go back to the store to have the box programed correctly for our account or have them give us a new box that will scan our account. We turned off cooking dinner, as we were 30 minutes away from the store, and immediately headed back to the store arriving at 4:55 pm. We walked in the store and there was another customer being waited on.  As we waited, my husband said to me at least none of them are on the phone, as there were 5 employees in the store and only  one waiting on the customer yet we still had to wait, then the short female employee asked if she could help us and as I stepped up to the counter beginning to explained to her that tech support sent us back to have the TV box that was picked up earlier that day programed to our account. Then the tall female employee put her arm in front of the shorter employee pushing her back and stepped in front of me, so I started explaining to her what tech support told us. She told me they could not scan the box at the store that tech support would have to reboot the box, I tried to state that was not what they told me, she cut me off and asked me if tech support told me that they could have another box shipped to me. I told her no they just told me to come to the store. Then I asked her if I needed to go back home and call tech support to tell them the store could not program the box and they had to do a reboot, I asked this for clarification. It was then that she became aggressive and very rude to a point of unacceptable. I asked the male employee to my left, who was standing there listening, if I was being rude. It was at that time the tall female employee stepped toward the male employee aggressively getting toward his face as if daring him to say something. She then stepped back to the computer, not even looking at me telling me she could not help me with the worst attitude and with an angry temperament, her facial features and voice manner of speaking changed. I felt like I was being attached. I then asked her what her name was, and she told me Kim, when I asked for her last name she said Kardashian.  I told her I doubt her name is Kim Kardashian, she would not give me her name. The men employees were wearing name tags, she was not. I went to leave and then I had a thought, since she would not tell me her real name I went back to the counter and took her picture. She said, “did you get me best side”. Then I turned and walked out the door in tears and shaking only to have the tall female employee chase me out the door to the parking lot. I was very worried she was going to hit me or something. Not knowing why she would do such a thing as she let me take her picture.

Now, Andrew and I are both senior citizens, we have never had employees of any company treat us the way your employees at this location did. When we made it home, both of us were so upset, to the point we could not even eat dinner. We called tech support back to ask them if they could reboot their end only to be told that is not possible, I then told him about our experience.

He told us that it is not the service Xfinity or Comcast wants their customers to experience. But he could not help us with the TV box, that the new box was programed to a different Xfinity account. He gave me the address of another store further away in another town. Now we are without cable until I get to the other Xfinity store at 10:00 am Monday morning.

I am also worried that this employee, that was so rude and aggressive with me, can access my account and get our home information. As per her actions in front of me I am truly concerned about what actions she may take. As this employee had no issues with lying directly to my face and treating an old person the way she did has no morals.