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January 2026 by A BIG
My experience was good, I needed to pickup my new gateway router and that is all. Everything was completed online already, so I just walked in, told them my phone number, and walked out 5 minutes later. I see others have had bad experiences even with this simple task at this location, but for me there were no issues and my internet is better than ever now.
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December 2025 by Amanda Whitfield
I have absolutely had the worst experience with xfinity. I am absolutely done. Their technical and customer service support does not match the in person support at the xfinity store. The lake Steven's crew at that store location is the ONLY reason ive tolerated the BS as long as I have. They made me feel seen and heard however there is only so much they can do. They physically cannot come to my home and help unfortunately so we are stuck with the Incompetency of the support over the phone or by chat assistance which is the most annoying thing ever when you want a real person immediately. Ok so 9 days ago I paid a very large bill. They assured us once paid our service would be restored in minutes.. that was 9 days ago. In these 9 days I've spoken to 5 people in billing, 6 in customer service, 4 on the phone service techs, been transferred to 4 different departments, spent approx 9 hours dealing with this all being passed around. I asked for a supervisor multiple times the only supervisor I got over the phone was over chat assistance where she read my entire messages but ignored and never responded till it eventually disconnected. I spoke to in person supervisor at the lake Steven's store he was amazing and again him and his crew are the only reason I agreed to give xfinity another shot oh and we had one in person tech who couldn't do anything thats how I ended up in the store I had to close one account open another because our modem was coded wrong so did that got new equipment came home to find that the in person tech cut the ethernet line when he took old modem out so we had to then go get one we had everything ready to install and nope no internet still not working back on the chat and phone we go and here it is going on day ten and still noone can help noone will let me talk to any supervisors noone seems to know what the hell they are doing the customer service is mediocre at best they dont make you feel heard or take accountability they just transfer to another department so they dont gotta deal with you oh I forgot to mention we have had two techs scheduled to come out they never showed one being this evening but another no show and no notes in our account about a tech being sent out... convenient. I have a remote job this has absolutely hindered my job for 9 days because of all this crap im now at risk for getting written up or put on leave without pay till this is fixed how is this even fair to me that my family is gonna suffer for the incompetence of online and phone support. If this matter is not addressed and fixed immediately I am ending our service and leaving reviews like this one on every social media platform because this is absolutely bullshit and the worse service ever I expect so much more from a major corporation and the rates we get charged for internet wifi phones ect. Its not ok. I thank the lake Steven's store crew for being so great but every other person we have dealt with at xfinity in 9 day's has been awful. Something better needs to happen when it comes to their training or your company is gonna nose dive
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November 2025 by Chris
This store is a complete scam. Believe nothing anyone there tells you. They will swear to you that your account is closed and paid up to date. It's not. It never is no matter how many times you go in there. Then the cell phone account you don't want, you tell them cancel it. They say all done is not. I've airway filed with the better business bureau and my next step is to sue them. They will only lie to you. Use anyting but Xfinity and definitely avoid this location. You have options, use Ziply Fiber it is so much better and canceling is fast and easy. This company should be sued until it is out of business. It is so shady. Avoid at all cost.
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November 2025 by Zenga Zenga
They created a duplicate account when I came into pickup my equipment. I had to call customer service and get that account canceled. The only reason I knew about the duplicate account is because I got a delivery notice from UPS about an Xfinity package delivery. I told the store agent that I already had an account. It's ridiculous that they had to create a duplicate account in order for me to pick up my equipment. That's a very inefficient process. And now I have extra equipment that I will have to return to this poorly managed store.
So don't pick up equipment from these goofs because then you'll have to spend time canceling a duplicate account and returning equipment you already have.
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November 2025 by Stuart Daniels
Come visit their store and waste your time in person! Stopped by because customer service forced me to return their modem in person at this store, 40 mins still waiting along with others.. just to drop something off. But sure I will stand here while you sign up 4 different mobile contracts.
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October 2025 by Shelby Moen
Candy messed up my account so bad. Completely incompetent to be in a customer service position. Doesn’t even know what she is selling or doing.
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October 2025 by Mischa Hall
Don’t come here unless you have more than an hour & a half to wait.
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September 2025 by Msteddysue Morello
Candy at the Lake Stevens office was extremely helpful. She showed great customer service ability.
I'm 74 and out of date for understanding current technology. She helped me lots.
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September 2025 by Thomas Linville
Would give 0 stars, impossible to reach a human.
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August 2025 by Sara Evans
My review is for customer service/account representative, AJ. After a miserable experience with Xfinity chat assistant and then getting disconnected with their phone line I was VERY frustrated with Xfinity. I went into the Lake Stevens store and AJ was able to help me in less than 10 minutes. He listened to me vent for a few minutes then solved my problem. He is the MVP. It was a pleasure working with AJ.
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August 2025 by Taryn Adams
I returned my phone here. They mailed it back. They mailed it back to the wrong location. Then they tried to say it was my responsibility.
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July 2025 by Michael convey
The worst customer service I’ve ever experienced. Hands down
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July 2025 by Debra Villanueva
Excellent customer service from AJ..helped us in what we needed.. very knowledgeable and friendly.. I highly appreciate and recommend Lakes Stevens Store.. 👍🏼
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July 2025 by Heather Neer
Employees are young and busy on their phones. Don’t even know what they’re doing and if you ask for something that’s too complicated. They just tell you you should reach out to someone online or customer service. Super poor service and absolutely no knowledge whatsoever.
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July 2025 by Melinda W
The company has sky-high rates & horrible online customer service.
The amazing person who helped me in the store was friendly, helpful, and knowledgeable! What a nice change.
