Xfinity Store by Comcast - Folsom, California

Robert M.

Those store was happy and helpful when they signed me up for NOW internet, but when I needed to stop the service: They said it was “self service only” and they would not help. The Xfinity app, their website… none were functioning properly, and none would let me pause or stop autopay (it showed my account correct, but when I clicked on the link to pause autopay: it said “you don’t have NOW services”). After three hours of chatting with 5 different agents, then speaking with one, none could (or would) help… not even the “supervisor”. Instead, they would ask a million of the same questions, then tell me they were almost done doing what I asked, then rudely send me to a different “agent” where I would start over again. 5 times.

Update: Their way of addressing this was to send me another bad link to follow, as they sincerely care about my experience and want me to waste more time using their lame website and telling more of their “agents” and “supervisors” the same BS I had told them numerous times already.

Jay P.

2 hour wait with my elderly grandma without a warning. Ending up leaving to the one in Rancho 15 mins away and getting immediate service. There was still an hour wait when I left. Cheap owners can’t hire enough people to run the store because they don’t value people’s time.

K C.

The customer service is awful both in-store and over the phone. Every visit involves an hour-long wait, and the associates are unhelpful.

The front desk associates are extremely rude and gives inconsistent answers whenever I ask to speak with the manager. The manager is never on duty and does not address customer concerns.
Neither the in-store nor phone customer service could provide me with the PIN number.

I even tried using their app to get the PIN number, but it didn’t help. The store manager, Zulaikha Campbell, never stepped out to assist or speak with me, even after an hour of waiting. Extremely disappointing customer service.

Never returning back to them!

Taylar J.

I went in with my mother to get her service set up. Her house is on my lot with another home, for a total of three homes. We are told that because the address isn't listed in their system they had to "check" if it could be serviced. Fair. But the attitude and disrespect we have received in what will be a month long process does not bode well. They are only getting our money because they have monopolized the internet industry and we do not get anyone else where we live.

Would not recommend this store location to ANYONE.

Tim G.

Horrible horrible cryptic half answers that lead to further confusion.
I am skilled with many aspects of technology, but Justin truly makes understanding Xfinity process impossible, and seems to enjoy the result.
Go with TMobile or ANYWHERE else. Truly BAD customer service.

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.

Luke K. (.

The customer svc sucks. Same phone number for everything but no one answers. So instead we dropped our equipment off. They tried to talk us out of it. They had there chance but you couldn't answer the phone. So dumb. you out thought yourselves.

Marylou L.

UPDATE:
Just for basic internet they were charging me $90.00 without any notice they started charging me $120.00 for basic WiFi internet. 🛜 At the store and the costumer care gentleman stated that he could take my bill down but that if I move I will have to honor the 2 years even when I move out of the area. Costumer care Dan helped get it down to $80 without a contract.

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.