I have been a customer of Verizon for over 30 years. Been receiving texts from Verizon to get a free upgrade to an I-phone 17 or I-phone 16 pro with trade-in and 3 year contract. Went to the Verizon store in Lake Stevens on December 15, 2025 and get the upgrade. Picked out the new phone, had it activated with new protective cover and was told it had to have a new charger and cord. I got home and found out the phone was a standard USB "C" which I have numerous ones already. Returned to store to drop off old phone for credit and return the charger. Everything seemed to be in order until the bill came. Upon reading Invoice, claims a $50 restocking charge on an unopened merchandise, $61.99 charger!! But have not received any credit at all for returned charger. No credit on turning in old I-Phone or explanation. Free upgrade turned out to be 3 year contract with plan price increase that will end up costing me $2321.64 by the end of contract for a $840 I-Phone 17. Invoice showed ($840) credit but on further reading found the ($840) credit was the amount being financed at over 18%. None of this was explained before I left the store and agreed to a new 3 year contract. Should have purchased phone outright or better yet, gone to a different provider where the I-phone is included in the plan and all prices and that I have financed a free upgrade phone would have been explained before signing any paperwork. The store front says Verizon, but nowhere on the invoice letterhead is Verizon mentioned. Will never do business again with this store Victra or Verizon again. Telling all my senior friends this is not a senior friendly store and they will be ripped off like I was. You get lied to about a free upgrade. You get scammed into a load. You get cheated out of your money by not honoring returns. As soon as I can get out of this contract I am switching to a customer friendly wireless phone company. read more

I told them I wanted to move my phone number away from Verizon and they wouldn't release it. I had lost my phone and had to get an emergency phone with a new phone number. they made me sit there for an hour ignoring me then talking about me like I was some kind of stalker. I was there for my phone number. I couldn't access anything because my emails my bank accounts everything wanted me to get a second tier validation, which meant a text on my cell, and I didn't have a cell with that number to receive the text. and they wouldn't give me my phone number. I started raising my voice and asking them to call the police because they were holding my whole life hostage with this phone number finally I sat in one of the chairs at one of the desks and I just refuse to leave they threatened all kinds of things I said nope not without my phone number finally they gave it to me after sitting at that desk for approximately 30 seconds they told me it was unlocked I immediately left and went to T-Mobile across the parking lot and they verified that they were able to give me my phone with my original phone number. thank you T-Mobile! read more

I've been a loyal Verizon customer for most of my life, but my recent experience at the Lake Stevens location has left me & my family seriously considering switching carriers. If I could leave negative stars for this store, I would. The owner/manager, Yousif, provided what was easily the worst customer service experience I've ever had. From the moment I arrived -- even though I had a scheduled appointment -- he didn't know my name, why I was there, and made no effort to find out. After wiping my phone and reuploading everything the slowest way possible, I was left sitting in silence at the counter for nearly three hours with no updates or check-ins by him. Eventually, another employee kindly informed me that what I was waiting for could have been done at home. Throughout the visit, I repeatedly expressed that I wanted to leave with my phone, yet he lied directly to my face about the process. Another associate eventually stepped in and clarified that what I was waiting for could have easily been completed at home--exposing Yousif's dishonesty. His excuse? That he couldn't let me leave because "her husband said not to until the phone was fully fixed." "her husband said.." blah blah blah. That statement alone was not only dismissive--it was blatantly sexist and incredibly offensive. I am a grown woman capable of making my own decisions. My husband had briefly stopped by earlier on in this hellish process, to trade in his old phone and simply reiterated the same concerns I had already voiced myself. Yousif disregarded my words entirely and chose instead to defer to my husband's, as if I were incapable of advocating for myself. Even worse, I could clearly hear Yousif speaking disrespectfully about me behind a nearby staff door. This behavior was not only unprofessional--it was truly appalling. This wasn't just a poor customer service experience--it was a glaring example of condescending, gender-based bias. I sat in that store for hours, believing that leaving mid-process would compromise my phone's functionality--something critical to my livelihood. Had I known the truth, or had I been treated with even a fraction of the respect I deserve, I would have walked out much sooner. To make matters worse, this location has a pattern of promoting offers that seem too good to be true -- and they are. You're told there's "no catch," only to later learn about hidden activation fees, setup fees, and full-tax payments upfront. After hours of being misled, you're hit with an unexpected bill nearing $1,000. During my time there, I saw multiple people leave frustrated over hidden fees. The way this store operates feels dishonest and manipulative. I would not recommend this location to anyone -- especially women. If you must go here, ask for Spencer. He is up front, professional, respectful, and genuinely interested in helping customers. He truly is the diamond in the rough that is this location. Multiple customers came in specifically asking for Spencer by name. He should be the one running this store. Avoid this location if you can. ESPECIALLY YOUSIF. Customers deserve better. read more

Zoen was very knowledgeable and professional. Definitely knew what he was doing. Walked me through buying a new phone.

Great service and very multitasked !!!!! Super friendly. I would recommend this store to anyone with or without verizon. Traihana was beyond helpful and we were set up fast and out the door. Wonderful wonderful Employee!!!! read more

Only talk to one guy, he was Unfriendly condescending, and shady. Gave me information that directly contradicted another employee.

WARNING - This is NOT a Verizon store!!! Verizon WILL NOT provide proper support you if you have issues. GoWireless and Verizon have the "basics" of poor customer service down to a "T". * Multiple touchpoints required for simple issue resolution (if any) * Providing wrong or inaccurate information * Unreasonable payments and/or unexplained surcharges * Overuse of automated scripts to respond to customers GW does not empower employees to support you - it is not the employees' fault - all are very nice. Go Wireless' processes and support are the most atrocious, and resolution processes are down-right abusive - worst I have ever encountered - I am 61. The people are nice - other than misleading me on level of service, fees, losing my turned in phone, incorrect promotion given, poor cell service, poor customer service elsewhere, not following up, chat support worthless, etc.. too much to list. My $800 credit issue still has not been resolved after 6+ months!!!! YOU have been WARNED - previously 20 years with T-Mobile - not a single issue!!!! And no VERIZON support. Note - I did not purchase my phone from this store - but GoWireless' processes are the same regardless. read more

I have bought multiple phones from the lake Stevens Verizon. Last time it was a buy one get one free deal. Come to find out when I began getting billed for it I needed to upgrade to unlimited data so I did but they continued to bill me. I had to call every few months explain the whole scenario again just to get a credit . It was seriously infuriating. Finally I just paid it off. Just bought my son a new iPhone again. The rep messed up the activation told us to call 611 for customer service and friggin left us standing in the store. He had already erased all data from prior phone. Had to wait uNeil the manager was in on Monday and phone still is not activated correctly. read more

The young gentleman who assisted us was wonderful! He was quick and precise! We had no problems. We went to the Lake Stevens location versus the Marysville because we had a bad experience at the Marysville location. read more

Tried to upgrade some phones and looked to reduce the cost of our shared family plan. We just do not use that much data and did not want to continue to pay for it. We met with Zachary and were thoroughly disappointed. It felt like we being grilled for personal information and he actually scolded me when I asked him to repeat a piece of information. He actually tried to explain what a gigabyte was to my husband, the engineer. We switched to T-Mobile. read more

Please look for a different store that has personnel that is capable and knowledgeable of what they are doing!!! I had added Smart Family to my plan thinking it was a helpful app. to have if you have kids. It was an easy thing to do over chat with a Verizon rep. Well long story short whoever added it messed up my whole network on my cellphone. I had restrictions on calls, messages and no network connection. The experience got worse when I stepped into this store! The customer service representative that helped me but did nothing his name is Luis who if he learns nothing he will get nowhere in that position. He was zero helpful, would step away constantly and keep asking his manager things and when I asked what's going on he seemed clueless for crying out loud he wouldn't even talk!! And when I was explaining him what had happened he looked at me like I was an idiot and it was my fault for adding this feature. I was at the store for over 3 hours on a Sunday the store literally closed and I left with my phone even worse than when I walked in. Avoid this store! All they do is call customer support on the phone and you can do that from the comfort of your home without seeing empty-headed people. read more

I recently bought a new iPhone from the Lake Stevens Verizon store. Service was excellent, prompt and professional. Levi was especially helpful, polite, and thorough in setting up my new phone. Thank you so much! read more

My sister and I came in earlier this week to upgrade our iPhones. We have always gone to BestBuy Mobile but decided to give this location a try. Levi helped us out and he was amazing! He was able to answer every question we had and this was by far the fastest upgrade we have ever experienced. It took less than an hour for him to upgrade two phones. This is something that would usually take close to two hours in the past. Thank you so much Levi! Be sure to ask for him if you visit this store :) read more

Well, lets start by saying that Verizon in general SUCKS. Its customer service 611 service SUCKS. The reps you will get if you call in to Technical Support and try to get answers/help SUCK. I have had Verizon for over 3 years and have YET to get an intelligent person on the phone. And living in Granite Falls, the signal SUCKS. I have to have a Network Extender just to be able to get calls at my residence....and 3/4 of the time IT doesn't work...So...........with that in mind realize that I am a pissed off frustrated desperate person by the time I drive the 15 miles to town to go in to the Verizon subcontractor store here in Lake Stevens............ Thankfully, that is where the sucking STOPS! LAKE STEVENS VERIZON RESALER STORE REPS ROCK!!!!!!!!!!!!!!!!!! I have NEVER BEEN DISAPPOINTED BY THEM. I wish I got the names of the people I've dealt with...I need to start doing that - one was a guy, one was a 30 year old or so woman, one was a very young woman..ALL were very helpful and knew their stuff! You'd think I'd learn to not try to call Verizon - to just get in the car and make the drive. But ...........well, anyway, this is a big SHOUT OUT to the quality of the people at the Verizon Store in LAKE STEVENS.............too bad they don't work for Corporate Verizon! (P.S...let us not confuse the Lake Steven's staff with the Snohomish staff or the Marysville Staff. In my experiences with those facilities I have not met anyone who possesses more than the collective intellect of a gnat.) read more

The employees do try to perform the tasks necessary to complete their jobs but mistakes are often made which means more time wasted for the customer. To purchase a phone is such a time consuming process. I've purchased vehicles in a more timely manner. They can do so much better but for some reason only they can answer, they are holding themselves back. Update: Sean McCarty got in touch with me and he was able to correct an issue we had on the day of purchase. So I'll consider this issue resolved. Thanks for your assistance Sean. read more

We just want to start by thanking Katelyn Tyler at Go Wireless Lake Stevens! My husband and I went in today, simply to have his phone data transferred to his new phone that we obtained through warranty. We just aren't tech savvy, and hoped for some guidance, though we weren't going to be buying any high end electronics, nor obtaining a new contract. SO...when were were greeted warmly, shown kindness and patients with our ineptitude by Katelyn, we knew we were happily in the right hands! Katelyn, while quiet by nature, is knowledgeable, skilled, and compassionate. She saved us hours of frustration, and showed us a few new tricks that will make our smart phone experience much more valuable than we could have anticipated! No doubt about it, we are very happy with the customer service at this store, and commend them on doing their best to create a warm and welcoming environment. read more

Had a great experience today at this location. Both Kaitlyn and Megan handled my commercial account upgrades, new equipment and account clean up to save me money and with little work on my part. Very appreciated! read more

Do not use this store...deal with Verizon direct. I wa totally mislead and overbilled.

I had a great time in the store - got a new phone great service. The problem I have is my bill have jumped a significant amount and I was informed it would not change as most of it would be offset by the new deals. This is not the first time that a verizon store has misinformed me and my bill has increased. I asked the rep multiple times if my bill would stay the same and it was assured to me that it wouldn't. Well - my bill did increase and I am two days past the return point and nothing (according to the verizon.com chat rep) can be done. read more

Brandon really went out of the way for us! Answered all the questions before I even thought to ask them. I'll stay with the Lake Stevens store from here on. THANKS! read more