Lack of costumer service

Dear Xfinity Customer Service,

I am writing to formally express my disappointment regarding the service I experienced at your Jupiter Alton location.

During my recent visit, I waited 1 hour and 10 minutes without any acknowledgment, update, or apology from staff. During that time, another customer shared that he had been waiting for over two and a half hours. He showed us his check-in time of 2:00 PM, and it was already 4:32 PM.

What was most concerning was the lack of operational efficiency and customer care. For an extended period, three associates were assisting a single customer, while another employee did not assist any customers at all. There was no visible effort to manage the queue or address the growing wait times.

Eventually, a manager came out—this was the first time we saw any supervisory presence during the entire time. Unfortunately, instead of resolving the situation, the manager was dismissive and spoke in a demeaning manner to the customer who had been waiting for over two hours. When another customer expressed frustration after waiting over an hour, the manager responded arrogantly. When that customer stated he would take his business to another carrier, the manager replied, “Ok, have a nice day,” demonstrating a complete lack of concern for customer retention.

I have been a loyal customer of Xfinity for many years and visited the store with the intention of adding another line to my plan. However, after this experience, I am reconsidering my relationship with your company and am now inclined to switch providers once my contract allows.

This level of service reflects a serious breakdown in customer care, respect for clients’ time, and overall professionalism. At no point was there an apology or any attempt to improve the situation—only a dismissive, indifferent attitude.

I hope this matter is addressed promptly, as this experience does not align with the standards one would expect from a company of your reputation.