Xfinity Store by Comcast Branded Partner — Local services in Lake Stevens

First off when I write this review this is not the 1st time I have had a run in with this person. To the manager of the Xfinity Partner in Lake Stevens, WA: Why you still have Candy employed at your facility is beyond me! She is rude, the most unfriendly person to be in customer service I have ever had the misfortune to have to deal with. I came in today for assistance in swapping old phone to new phone. I sat on the bench there in your store for a good 10 minutes, (the wait is not the issue), while Candy played on her phone. When another client came in she did finally hang up her phone and asked that customer could she help her. When I looked at Candy, I got "have you been helped". I said no. I got "well come up here then." This is seriously how our conversation started. I explained to Candy what I needed, she asked for account information, freely provided. Candy then pulled account up and said can't do anything until you pay past due amount of $65 and some change. Past due as of today 9/16/25! I said fine lets get this paid. She tried 2 times to process my debit card, said she could not get it to go through. On several occasions I attempted to communicate with Candy, trying to establish some repour, trying to get a smile, anything that is customer service related but her whole attitude was so awful for someone in customer service, I gave up. I didn't understand why payment wouldn't go through and Candy's attitude was so terrible, I left the store, went to my car, called Xfinity and guess what! Payment went through just fine! Once payment was done I walked back into the store, Shawna greeted me, asked me if she could help me actually had a smile. I informed her what I needed, Shawna took both phones, wham bam thank you ma'am my new phone is now operational after all transfers done. I am going to have to come back into your store as I am missing a couple items and I will need help in finding those items. BUT if Candy is the only employee you have there I will walk out. I get people have bad days, but as I stated previously this is not my first go around with Candy. Last time I left the store, drove all the way to Burlington and had my issues resolved there. Candy's whole attitude towards customers at your facility is so bad I am almost positive it is influencing your review ratings. I am giving a 2 star rating because Shawna was kind, informative, helpful. If it was left up to my 2nd go around with Candy, I would hope I could rate a negative review. Also, for the record, I have NOTHING personal against this young lady, Candy. I just feel if you want to be in the customer service field then treat customers as they...

Worst customer service ever!!! This was my third visit to the store, trying to fix an issue that still wasn’t resolved and had gotten worse with each visit. The gal presented herself as an employee although she wasn’t wearing a name tag. About halfway through the conversation I made an in general statement about Xfinity she proceeded to tell me that she does not work for Xfinity. I was confused, she proceeded to say that she worked for a third-party entity that partnered with Xfinity. I pointed out that Xfinity was all over the inside of the building and that on the front of the building in great big letters it said Xfinity, regardless of who is on her paycheck as an independent partner with Comcast/Xfinity she is still a representative of Comcast/Xfinity. The gal continued standing there defiantly with their hands in fists stuffed in her pocket, stated several times that she was not an employee of Xfinity, she was a independent partner with Xfinity, I asked for her name she refused, I asked why she wasn’t wearing a name tag her response was it’s her choice to wear a name tag or not I asked for her managers name. She refused, then tilted her head defiantly still with her fists in her pocket to tell me that her managers on vacation for two weeks, I asked for the regional managers name, she refused. I asked who another gallon in the store was that had just gone into the back she told me a trainee. She just kept repeating, definitely and rudely with her fists in her pocket and her head tilted back that she doesn’t work for Xfinity. Well, if she doesn’t work for Xfinity then get out of the store that says Xfinity on the front of the building. At this point, I was upset. I had NOT raised my voice and I did NOT raise my voice during entire conversation, However, I did sadly look at her and tell her that I hope she loses her job, Not a proud moment, I admit. Her response with her fist stuffed in her pocket and her head tilted back: I hope it makes you feel good that I won’t be able to feed my children. I apologized to her that she wouldn’t be able to feed her and suggested that she improved her customer service. Finally, I want to say that my issue still isn’t resolved and because they re-bundled me lying to me NOW I am paying more per month than I previously was and I have fewer channels. Advice to all: NEVER go to the Lake Stevens store and double check your store to make sure it’s NOT an independent partner...

If I had a better option for Internet and TV I would be moving on. I initially chatted with an agent online to add a streaming service to our plan. By the time the agent was finished with me we had lost our "legacy" plan and all of our options had changed and I was going to be charged sooo much more than I expected. They do all these changes without warning you about what you will lose. A 20+ year customer means NOTHING. When I wanted to stop what had been done and return to what I had, I couldn't because that was "gone forever". A phone call into customer service was no help. So off to the Xfinity store to talk to someone one to one. That's when I discovered that not only did I lose my legacy package, but they had also removed my home security monitoring! I had not realized that they had taken that off without my consent or awareness. Now the ridiculous amount I was paying was even more ridiculous because I would have to add the service back in (which was not included in the new higher price) and they were going to charge me a service fee to do so. Why should I pay for a service fee for something I didn't do - this was an Xfinity error and they expect the customer to pay for it. As I said, if I had any choice whatsoever to go somewhere else I would. The customer service rep I had at the store managed to help me get a package that was okay but not great because to get a price I could now afford I was going to have to downgrade both my TV and my Internet packages to a lower tier. I will get back my security monitoring, but to do so they actually have to send a technician out to my house to look over what I already have installed. Talk about an absolutely ridiculous arrangement to fix THEIR error. I am still on the hook for having to pay for the service technician to come out... They've put a ticket in to have it credited back to me but it's possible that headquarters won't grant that credit...for THEIR error! Although the young customer service representative was helpful, it is extremely frustrating when I lost some much through no fault of my own, and all because I wanted to add a...