Worst customer service in Gaithersburg, MD

I am writing to express my disappointment with the upsetting experience I had at the MD Xfinity Store by Comcast, located at 31 Grand Corner Ave, Suite 31, Gaithersburg, MD 20878, on 3/14/25 at around 6:30 PM.

When my husband and I arrived at the store, we were not greeted upon entering. The representative who approached us repeatedly cut us off while we were trying to explain that I needed to transfer my account to my husband’s name, who is an employee and electrician at Comcast. The representative seemed uninterested and inattentive, and when I asked if we needed to bring our home equipment to complete the transfer, he said it was necessary. Despite living 20 minutes away, we left to get the equipment and returned to the same store.

Upon our return, the same representative asked if we were ready, but then began discussing with a colleague about who would assist us, as if neither wanted to help. Eventually, Rep #2 stepped in but was initially rude. When I inquired about an iPad that was advertised at 50% off and asked why it was discounted, he responded, “because we have a promotion, why else?” This response was dismissive and unprofessional.

We then tried to continue with the account transfer. Rep #2 asked my husband for his name but nothing else. I was told I needed to sign something over the phone, which was not addressed in the store. I then asked why we had to bring the equipment if it wasn’t necessary, and Rep #2 simply responded, “I don’t know, I can’t speak for him,” with an indifferent attitude.

This was by far the worst customer service experience I’ve had with Xfinity. I am extremely frustrated that we wasted time and effort due to poor communication and lack of professionalism from your staff. I expect this matter to be addressed, and I hope that additional training is provided to ensure better customer service moving forward.