Xfinity Store by Comcast - Folsom, California

Matt T.

Extremely Poor Service at Xfinity Store - Folsom

I have been an Xfinity customer for nearly 20 years, primarily because they were the only high-speed internet provider available in Camino. That has changed with Starlink, and after my recent experiences at the Xfinity Store in Folsom, I am seriously questioning why I continue to give this company my business.

I have visited this store three times in the past two months, and each visit has been worse than the last. In December 2024, I attempted to sign up for Xfinity Mobile based on an offer. At the time I was a AT&T customer, but they have also become too expensive. The service at Xfinity Store - Folsom was so unhelpful that I ultimately left without completing the transaction. In early January, I returned to adjust my elderly mother’s account. As she is on a fixed income, I carry her account on my own at a dual address service. She wanted some adjustments so that brought me to Xfinity Store - Folsom once again. I wanted to do this with a in-house employee to apply for Internet Essentials for my mother. Although, I pay for her account, her fixed income is the cause and I think she'd qualify. Unfortunately, I never found my answer. After waiting over two hours, I watched multiple employees—including the manager—sitting at the counter joking around, completely ignoring customers. Frustrated, I left and completed the transaction online.

Still, I gave them one more chance. On January 23, 2024, I returned for something incredibly simple, dropping off an old modem/router from my mother’s service adjustments. Once again, I was pushed aside and made to wait. For 50 minutes, I watched the same scenario play out: employees laughing, joking, and socializing with the manager instead of helping customers. I even recorded the situation on my phone (still AT&T) because it was so ridiculous. While I considered posting the video as a warning to others, I hesitated due to legal concerns about recording non-employees in a private business. In total, I counted approximately 6 employees, 2 of whom were working and the rest were kicking it with the manager lady.

This is completely unacceptable. Customers should not be forced to wait for hours while employees stand around doing nothing. The lack of professionalism and customer service at the Folsom store is staggering. I pay far too much, covering both my own and my mother’s Xfinity accounts, to be treated like an afterthought.

At this point, I am giving Xfinity one last chance. If I experience one more incident like this, I will cancel both my mother’s and my own service. It’s disappointing to see a once-reliable company decline like this, but if the Xfinity Store in Folsom is any indication, they seem eager to accelerate their own downfall through sheer incompetence and indifference toward paying customers.

Update:
The "owner" responded with a link to discuss my negative experiences. It's been a week. I decided to have the discussion although, I feel, this will be an exercise in lip service. I have seen how they treat Xfinity customers. Nevertheless, I decided to give it a try. Perhaps, the owner truly is this out of touch with "their" store. The link is invalid... shocker.

Marylou L.

This location has the rudest employees especially Noah!!! Every time you walk in the door, someone is there to greet you at the door. Even if you are only trying to use the self pay machine they have at the back of the store. The employees are helpful. The price for basics cable is through the roof, $185.00 a month was the quote I got. They also did not have any other options or deals like they used to.

Albina A.

I recently visited the Xfinity store on Bidwell and had an outstanding experience thanks to Noah. His expertise, professionalism and ability to make the entire process smooth and hassle-free truly exemplify excellent customer service. Thank you, Noah, for your incredible help!

Sam L.

I had an outstanding experience at Xfinity (Bidwell) Folsom today. I was helped by Elena who was very helpful, professional and incredibly nice. She spent quite a bit of time fixing all my phone issues. I also had help from Noah who fixed the connection problems from my ancient SIM card. Thank you very much Elena and Noah! I really appreciate your help. You guys are truly an asset to Xfinity and all the customers!

Nathan B.

I went into the xfinity store this morning. It was not even opened yet, and there was a line of people waiting.. The crew handled everybody in a timely fashion, and were very professional, and courteous.. I personally dealt with subaya she was absolutely amazing. Best customer service I've ever had. 10/10

Emmanuel B.

If I could give a zero no stars I would! The area manager needs to follow up with these stores! These are by far the worse customer service employees one can have. I'm truly disappointed in the service.
The TVs need to be removed from all these stores so employees are not focused on games! They need to attend to the customers first.

papanasa K.

Appointments are not honored. Need to wait in the queue even if you have appointment. Online chat support is not useful either. Keeping you in loop, not taking you to support person.

J R.

The absolute worst in wait times when extra employees who aren’t helping customers could step in. There were only 3 customers in the store but 6 employees. Every time I’ve come to this location whether or not I have an appointment, experience has been subpar. All the way from one employee talking about politics to his disdain towards certain ethnicities and the governor. I’ve been waiting for 20 minutes, barely acknowledged when I walked in but elderly couple walks in 15 minutes later and they were acknowledged without hesitation.