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November 2023 by Ryan Hoirup
Worst customer service I have ever experienced. I went in a couple weeks ago to change my mobile service over and was told I had an $830 credit to upgrade to a new phone. After spending an hour and a half there trying to figure the credit out, I was sent home empty handed because side the credit was sent to an email I never use. I couldn’t log into that account and had to reset my password at home when I was with my home WiFi. Once I reset the password, I went back to Xfinity and was told that $830 credit was “magically” gone. I tried resolving this with Xfinity but was told to pound sand.I’m going back to my other service based on customer service alone. I may pay a bit more, but this was such a bad experience I don’t want to give Xfinity any more of my money.
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November 2023 by Jeff Hauck
Ordered Internet ONLY on-line and indicated Lake Stevens Xfinity to pickup equipment. Picked up equipment on 16 Nov, then on 20 Nov I found the store had ADDED phone service to my account, WITHOUT MY APPROVAL/INTENT!! I came to the store for equipment pickup only and I signed (for what I thought was the equipment pickup) but obviously something else was slipped in, probably thinking I wouldn't notice. When calling Xfinity Customer Service to fix this (30 mins on the phone) I was informed that yes, I had only signed up for Internet, and the additional phone service WAS ADDED AT THE STORE. At least one store employee has ZERO Integrity and honesty, which reflects on the entire store and company. This employee was probably instructed by somebody to do this (management?). Anyway, I'm sick of Xfinity already, and I've only been a customer for 4 days. This, coming from a 35 year veteran and retiree of the US Armed Forces, so I can assure anyone....this is a valid and accurate review!!
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November 2023 by Brian Abair
I must begin by expressing my extreme dissatisfaction with the service I've received from Xfinity. If it were possible to rate them less than one star or even give a negative rating, I would not hesitate to do so. My experience with Xfinity began when I switched from my previous service provider after relocating to Washington. I also traded in my old phone, which the store manager assured me they would handle for the trade-in credit.However, what followed was a frustrating and drawn-out ordeal. For months, I received no substantial updates, and the staff at the store was far from helpful. To make matters worse, there was a change in management during this time, and the new team was unwilling to assist me in obtaining the credit for my trade-in. This forced me to escalate the issue to the Xfinity fraud department, as the store refused to provide the necessary information for the mobile team to address my concerns.After several months of persistence and effort, I was finally able to receive some assistance from the fraud department and the mobile team. While progress has been made, my issue is still not completely resolved. However, they have indicated that the matter should be resolved in the next billing cycle.In summary, the staff at this Xfinity store has been nothing short of disappointing. It is perplexing how Xfinity allows them to retain their positions, given the numerous issues they have caused. This review isn't an isolated incident; it appears to be an ongoing trend at the store.
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November 2023 by Meli
Do NOT go here. They are liars, and they do not listen. If you go here and anything seems off at all, STOP, get their name, leave, and call Xfinity immediately!I set up an account after moving to my new place and went here just to pick up equipment. I made 100% sure I did everything online prior to visiting specifically so I wouldn't have to be stuck here for an hour listening to some kid try to sell additional programs. I even called Xfinity and confirmed that all I would need is valid photo ID, and it would take 5 minutes.The guy who helped me had me doing everything I had already done online. Several times, I stopped him and was like "hey this is weird. I already did this. I don't want to do it again." I knew it felt off. He insisted it was fine.Two months later, I get a call from Xfinity saying I owe over $100! Meanwhile, my account on the app that I have been using says the right amount and is current.Not only did he make me another account, but it was for higher than the monthly cost I agreed to. He just wanted to get the sign up! Absolutely despicable! He chose to help his numbers without any regard to the consequences of his actions or how it might cause me problems down the line.
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November 2023 by J Lazaro
Please save yourself the hassle of dealing with these kids who either don’t know anything or pretend to not know anything, lie to your face to get the transaction done and then give you shrugs and grunts when you have to come back to fix what they messed up. Wasted several hours of my time. They would not contact Comcast for any reason to help us, they said we could do it ourselves, they wanted us to set up our phones ourselves, find out about discounts by ourselves…so frustrating. Then they would not honor what we were told by Comcast customer service and again…would not call them to verify. Dealt with the same misinformation and laziness with 3 different employees including the “manager”. I’m getting mad all over again writing this review. PLEASE HIRE AN EXPERIENCED ADULT AT THIS LOCATION.
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September 2023 by Doug Simpson
Had multiple problems with my internet and these guys stayed with me after hours to help me as my problem was big. Kevin, the store manager, was instrumental in fixing my problems. Great service and staff!
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September 2023 by Naman Verma
Me and my family came here to get new phones. Inside the store the first time the employees were promising a 170$ bill each month, but our bill is over 250$ each month. Each time we return to the store and try to solve this with the manager named Kevin, he hides in the back and his employees say he’s not available, or acts like he’s on a phone call for multiple hours. It’s a total scam how we are paying almost 80$ a month over the promised amount by the employees of this store. They lie to your face when you first get to the store then completely hide away when we come back to solve the problem.1 star review for terrible service of these employees and Kevin, choose a different store or provider
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September 2023 by Vijay Verma
The employees here are liars and won’t come out to solve the issues. They told us we would have a 170$ bill and we are now being charged more than 80$ a month more than this. Each time I go into the store and try to solve this issue the manager Kevin hides away and the employees say he’s not available. Once my contract is over I will cancel my service from Xfinity and go to another provider. I recommend no one else goes to this location to be scammed by the employees and I recommend everyone to choose another provider. Since I’ve gotten service from this location I feel like a victim of a scam and they won’t do anything about it
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August 2023 by John Monk
Very friendly and knowledgeable staff. They were quick to get me in and out at the last minute, dealing with equipment. The store is located in Frontier Village in an old bank building so there is plenty of parking out front.
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August 2023 by JT
The worst customer experience ever. 25+ minutes with sales to get just internet access. The sales guy in India tried selling me a ton of other junk when at the very start of the conversation I said "I only want 1GB of internet and nothing else". He forced me to listen to a ~10 minute automated message that was supposed to recap my order, but it just tried to sell me something else. I called Zipply fiber, spoke to someone in the states, order done in 5 minutes, and much faster speeds for less $$$.
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July 2023 by Cathleen
This company has the WORST customer service ever; their automated system refuses to allow you to talk to anyone, insisting that you use their automated or linked assistance for everything which is impossible when you don’t have internet and All their stores use same phone number so you virtually have to go physically into a store to get any help; if you try to contact customer service to make a complaint the system will continue to refuse you an agent and insist you use an automated system online and is unable to recognize you don’t have the service; I hate this company and would never have used them; Direct TV is way better especially regarding customer service which can be reached at any time, it’s not offered where I now live, xfinity is sooo bad it’s time to move
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July 2023 by Hunter Evangelist
Waste of time going here. Phone and online wait may be long, but at least you get support after waiting in a queue. Computers are constantly down here. When there is one available, expect to be helped only if you are closest to the available rep. and not based on your wait time.
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July 2023 by Sandi Rhines
Great customer service. Friendly staff.
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July 2023 by Manish Sajwan
What is the point of booking appointment online if when you go to store still have to wait in the queue.. had an appointment for of 10 and it's 10.23,
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May 2023 by Elise Rose
Last time I was here was the reason I canceled xfinity, I came back in hopes for a better experience and cody exceeded that heavily. He answered all my questions and was so kind. 10/10 would break my router just to come back and see him again!
