The system here is abysmal. Cox offers a great service, but this locations store structure is terrible. Having to wait with the masses to make a return is a joke! Clean it up! read more

Most of my reviews are good. I try to be upbeat. This is one of my top five worst consumer experiences ever. We moved last summer, a whopping 3.9 miles to a rental home while our new house was being built. Because we crossed Scottsdale Rd Cox cable made us change our area code. This was moderately inconvenient since so many services use your home phone as your ID. My wife dropped off the equipment at the The Cox store at Scottsdale and FLW. We did get an email saying that we owed them $122 because we didn't turn in our equipment. My wife called them and they said they would research it. During this time we had Cox Internet, TV, and phone service. In January we moved 6.8 miles to our new home which is a whopping 5.9 miles from our original home. Despite what every map shows Cox informed us that we would now be in a 623 area code. No amount of arguing or showing them Maps would change their mind. We took our third phone number in 7 months and transferred our service to our new home. Fast forward three months. We're purchasing a piece of property and we're told that our credit is a disaster. We had a collection against us and 5, 90 day late payments from Cox. I didn't know anything about it. When I called Cox they told me that it was for the equipment that was never returned. I asked them why they didn't call me and they said they did call us several times. Unfortunately they called me on the phone that they cancelled. I asked them why they didn't mail me a letter. They clearly have my address because I have been a 21 year customer with them. They said they couldn't because I didn't give them permission. I don't have a single late payment in over 20 years including with them on a current account but they sent me to collections for something they didn't contact me about. So now my credit score is down 140 points and they don't care. I've spoken to 4 different people at cox. Someone please give me another option with fast internet and I will leave Cox immediately. Clearly all the one star reviews are not leading to better service. read more

It is a real shame that they are always understaffed For the prices they charge for their "service" one would think their staffing levels would be more realistic. We came here ov r a n hour ago, and are still waiting to be "served". We came here because one of THEIR overpriced boxes apparently failed. If they really cared about a 17+ year customer, they would have an express line for straight and even exchanges that should take a very short time. Or, if anyone cared, perhaps they would allow for appointments. read more

This is very rare that a place like cox can get a 5 star rating. Here is why. I went to cox bc the makeshift internet provider in my apt community was horrendous. I have reviewed them in my portfolio of reviews. If you live where I do cox is the only choice. I ordered services online. VERY VERY EASY. I then got a call from a csr to verify the installation. I was going to do a self install. They told me the router Would be with the guy who hooks up the cable on the outside. So I got it, hooked it up and was up and running in minutes. The download tests were really high. Totally stoked. The router started to act up and my beliefs started to go away about how great they were. I called them and they said they can send another router out to me. It could be damaged. I told them I don't have that kind of time. So they said I could pick it up from the store. I went to the store and it was already provisioned and ready to go. As I was waiting I had gotten a csr call from the acct start up team and told them what was going on. They apologized and said they would check back in to make sure everything went fine. So I got the new router went home and it worked fine. Yeah, there were a few issues but they took care of business. The internet access NEVER goes down, and better yet, my speed got doubled for free starting this month. So I am very happy. read more

This is the worst cable company there has ever been and I lived with Time Warner, no cap

I've had many issues with my cox internet lately because of the storms. At one point my internet was out for almost 48hrs on and off. Tech came out and fixed something, ending up taking the signal booster a previous tech setup. Now my internet is dial up slow and the modem is having issues. I came to this store to swap my modem out and they've neglected to update their yelp hours. I made the trip over only to find out their closed. Guess next time I'll have to call first, thought the yelp information would be updated. Sadly, it was not. read more

Efficient and friendly staff, quickly resolved the billing issue I had.

Draya was super helpful with upgrading my home internet. I went in with the thought I needed a repeater, but actually upgraded to a faster modem and router to solve the problem even better with no increase in price. read more

This is the WORST cable company we have ever used. If you can avoid it, please do not use them. They have triple charged us now for the 3rd month in a row. In addition, we have been charged for services we weren't using. This is beyond ridiculous and their customer service is awful. read more

Wait time for any support is horrendous ! Staffing needs to increase to support your customers.

I have complained over 1 year how o have been harrassed by cox's employee and nothing has been done. I texted the ceo and nothing has been done. I called cox to let them know. Nothing has been done. Cox cable will be sued read more

My visit to the Scottsdale COX Solutions Store on April 22 was to review my bill on possible saving opportunities and potentially drop services if needed. Erin Ledger the Solutions Specialist was able to decipher the billing so I could understand all of the charges and various built in package discounts. In the course of it she was able to find a credit due me. I would like to thank her and the company for her patience and diligence for working with the customer. read more

Just wanted to return my equipment... which took over 20 minutes. Forget about wuick service here.

Super nice store and amazing service. I was in and out within 5-10 minutes. I went in to simple drop off some equipment and to pay my bill. Would totally recommend going to this cox store. read more

Really not impressed with the service nor the wait times here. Came here on a Tuesday afternoon around 2 PM on my lunch break to grab some cable boxes for my grandmother's home. The place was packed to the gills, and there were only three service-people here. The check-in process is a bit confusing, as there is no direction as to where to check in or reserve a wait spot. There is simply a kiosk at the center of the room where they expect you to come in and enter your name and the issue you're having with your box.. Once I figured out what I needed to do (mind you, after people who came in after me had checked in), I logged my name and waited.... And waited... And waited... The service people kept calling out names once someone would leave, but the thing that really annoyed me was how after every customer they dealt with, they would go into the back room for an extended period of time (about 5 minutes) before returning to help the next customer. They didn't come out with anything, so it's not like they were grabbing product. It just seemed like they were taking breaks in between customers, meanwhile the lobby entrance kept getting more and more crowded (standing room only). Another thing that bothered me was that there was a hearing-impaired couple who was trying to adjust something on their cable service. The service-person who was dealing with them didn't use any protocol to assist them, but was just trying to guess what they were trying to say and making them write down their words on paper after getting annoyed with them. To me, that is unacceptable. Once I was up at the counter, the same guy who was dealing with that couple came up to the person who was helping me and said "hey bro, do we have a thing for hearing-impaired people?!" Evidently they did, and he did not know how to use it. In a customer service industry, learning how to accommodate all customers is key, and if you don't have the proper training to do so, you shouldn't be allowed on the sales floor. It was apparent that the gentleman who was helping me was annoyed from previous customers. He was abrupt and frankly a bit rude. At this point, it had been an hour since my arrival. I was so eager to get out of there that I didn't even mind his demeanor. Unfortunately, one of the boxes I was given is faulty so I will have to return. read more

Hi, I'm the largest cable company in Arizona so I'm going to put my location to drop off cable boxes just south of BFE!!!! When we arrived, there were two employees at the counter helping two separate customers. Instead of greeting us with a pleasant, "hi" "hello" or "welcome to Cox" we got a "please sign in so we know who to call next". Well, let me say that we were the only other customers in the store so really, was that greeting necessary? Do you suffer from dementia and won't be able to remember who came in first if ONE other customer walked through that door? Well, apparently, they do because someone else did walk through that door and they had the same greeting. When one of the employees at the counter opened up we started walking towards (like anyone would do, right? We were next), but the lady went to the sign in sheet to call whose next, lol! Really? Best part, she called two other names which were the customers already being helped! Come on! Anyhoo, when we did get up to the line, she was nice and didn't take too long to help with our issue. But I just couldn't get over that greeting...first impressions people!!!! read more

If I could do 0 stars I would. I have had cox for 15 years and service and value go down as their prices soar! Each tech that comes out tells me something different than last tech and service goes off internet and cable constantly while they are upgrading to digital service that will only cost more! Every time I call I get a different story and they always say last person didn't know what they were talking about??? Less than 2 weeks ago I spent 2 hours on phone with tech and on Thanksgiving day during football game service was down again! Nice job! read more

Rarely do I give a 1 star rating but after four attempts in four months to get my fax line and internet rolling I can honestly say they have earned this. After finally showing up for a scheduled appointment the tech told us our internet was fine but we disagree because we are getting the same speed we had with Qwest in Cave Creek (SLOW) and they are charging us $64 a month for what they call the upgraded 20mbs. Furthermore, I tried to send out a couple faxes after he left and the line is not responding. Im going to drive down to the store tomorrow and demand that they remove the fees for service I have not received and just get efax. As I noted in the first review we were excited to upgrade to faster internet so that makes this experience even worse. read more

Super happy with the service today. Long line but they handled every customer with a friendly greeting and they really hustled. Great job!

I went after work tonight and was prepared for a long wait. I was the only customer at 5:20 pm. Immediately acknowledged by Heidi. Switched out old cable box for two new HD ones. Heidi was super nice and efficient. Was put of there in 5 minutes! read more

Cox as a company is so garbage. They have been to my house three times to fix there garbage WiFi and tv. The last time they came out they made us buy there WiFi pods. But the time before that the technician told us to purchase some regular non cox WiFi extenders that worked for about a month then stoped completely wouldn't work at all. Even with the cox WiFi pods the WiFi is spotty and the TV lags constantly and the volume always cuts out. If I could give no star I would absolutely unhappy with there service. read more

Oh cox, how I hate you but need you. This company can never seem to get it right. The screwed up my new installation of my internet cable not one, not twice, but three times. Further, it has now taken me three attempts (2 on the phone and one at the store) to try and get my bill to the actual price they quoted me for the bundle. I would give Cox itself a 1 but they ring in at a 3 only because the service technicians and the gentlemen at the store were kind and while weren't able to do anything to fix the situation definitely tried to resolve it for me. Due to Cox's awesome system (read sarcasm here) my issue is still unresolved. read more

The staff is extremely friendly and helpful, this would get a 5 star review but since Cox is the worst cable company in the history of this fine country, that 0 star rating averages this location out to a 3. I went on a Saturday at 2PM and waited around 40 minutes. They mentioned going in the morning when it's not as busy. read more

Now on FLW next to Petsmart. Don't go to the old Williams location. Store is pretty nice, well organized. Lots of service counters. Folks are friendly and helpful. read more

I know wait times are hit or miss, but they only have enough seating for 2 people that are not being helped. Currently seven people are standing. They have enough room for at least 3-4 more benches right up front. Hopefully they consider adding those. read more

Cox mailed a new cable box, and we were supposed to send the old one back with the carrier. However, carrier left it at the door without ringing or knocking, so i tried to take the old box back to this location at about 1:30. . At least 6 people waiting, with 3 employees on hand already helping customers. One employee disappeared during my 20 minute wait, and as another 6 people came in one of the two remaining staff advised them that it would be 15-30 minutes. I left. This place needs to hire some more people, and they need to open earlier. Staff was nice, but they are overwhelmed. OK, I returned today and found more people working the floor. My wait was only about 5 minutes. Maybe less, and the person who waited on my was fast, friendly and efficient. There were still plenty of customers in need of assistance, but because of the increased staff they were being helped in a reasonable amount of time. I am moving my one star rating to a three star rating. They still need to show that they have enough staff on a continuous basis. read more

This place is great super fast service was in and out within 5 minutes returning boxes

Customer Service at its best! I was greeted with a big warm welcome from Heidi as the store opened and ten customers poured in. Everyone was immediately met with a Service Representative. I had an unusual request on an account and was introduced to Heidi, the Store Manager, who happened to be the one who met us at the door. She took all of my information and promised to get back to me when she had a solution to my problem. Sure enough, we reconnected and she was creative in finding a solution. I love when Big Corporations have employees with a heart like Heidi. It gives me faith in the world. read more

Went to this Cox store for a new remote and waited about 5 minutes before Brian (a technician who was helping out for the day with incoming customers) gave us a new remote and explained how to program it. Thanks Brian. Good service, Cox. Good change from the usual wait. read more

A year ago I was decidedly *not* a fan of Cox: I own a TiVo and it was a horrible process to get digital cable service setup for the unit. You need a thing called a cablecard, which is a metal credit card-sized device that inserts inside the unit, and another thing called a tuning adapter so that you get all of the channels in the digital lineup. However, I upgraded to a TiVo Premiere recently. PAINLESS to pull the card out of the old TiVo, move the tuning adapter - 20 minutes on the phone with Cox and a restart of the TiVo later it was all GOOD. :) So what to do with the old TiVo? Oh yeah, TV in the bedroom. I tried antenna but the selection is horrible unless you're a jesus-nut... I live just west of Paradise Valley so over the air signals from the mountain south of the airport are somewhat blocked. This morning I visited the Cox store and was in and out within five minutes. I had a cablecard, a tuning adapter and a splitter - and they threw in a re-usable grocery bag. The call for setup took ten minutes. This was my second visit to the Cox store in the last couple of months. The other one in June was to return the Cox-branded "Scientific Atlanta/Cisco" boxes that they'd provided "free" for a year with my initial subscription. Absolutely painless to hand them back in. Like I said, a year ago I had an absolute hate-on for Cox but my opinion has changed completely. They only get four stars because the programming is SO expensive and they fill my mailbox with too much junk mail. read more

First, I am never the one to complain about any issues. However, I have never seen such an unprofessional company. If I could give it zero star, I would. I have called to set up internet. The first phone rep disconnected (which is fine, I know these things happen) however, she never called back even though in the beginning she asked me if she can call me back if we got disconnected. I called for a second time and the lady on the phone said there were not any set up accounts for my address and I told her " I want to wait closer to my move in date" she told me it is no problem for me to start my service but not activate it and I wouldn't be charged for it. I got transferred to another customer service representative and he apologized and confirmed what she stated. Low and behold, I receive a bill today on my email on a service I haven't EVEN ACTIVATED yet (I haven't moved yet). I try to chat with them and no one knows what they are doing and keep referring me to call numbers that are closed. To be honest, I have never seen such an unprofessional company that treats new customers like this. I would now have to keep calling different people to cancel it since I don't want to pay for internet that I haven't even activated. I am seriously so disappointed with this company. read more

attention, if you are looking for internet service, you should be warned that cox cable/internet is a bad service provider with frequent signal interuptions!! and when you try to contact them to see what is going on, they never answer the phone! so if you want to pay oodles of dollars for lousy service, you have come to the perfect place! enjoy!! read more

WOW! Finally a Cox Field Technician who knew what he was doing, talking about and erradicating a problem....Nick Myers we are putting you on speed dial! read more

I felt like I had walked into the first level of hell when I walked through the double glass doors into the Cox Digital Store to return my cable boxes. When I walked in (carrying no less than THREE boxes, with THREE remotes perched precariously on top and wires dangling down past my ankles), there were three ladies sitting behind desks. Two had customers, one was filing her nails. There were four people ahead of me. One lady looked up and barked at me to take a seat and grab a number (very DMV-esque). Looking around for a place to set down my heavy burden, no seats were available. One guy (a true gentleman) jumped up, grabbed the boxes from me, chivalrously gave me his seat, and then snagged an extra chair from the desk of the lady who was filing her nails (she didn't even look up). After sitting for about 5 minutes, one of the customers currently being helped finished up and left. The lady helping him got up from her desk and went to the back. The other lady with no customers also got up and began boxing up cable boxes (mind you, STILL five people waiting). The third lady finished with her customer, and (thankfully) called the next number. That customer must have had a doozie of a cable issue, because when lady number two came back to her desk, and was about to call the next number, lady number one called her over to the desk to help sort out her customer's problem. Lady #3 went to the back. Meanwhile, more customers began trickling in. FINALLY, they managed to get through the line of customers ahead of me, and it was my turn (30 minutes later). I walked up with my cable boxes (none of which she offered to help me with), and when I told her I needed to return them because my service had been canceled, she just looked at me and said "you know you could have just mailed those in, right?". Um, NO! No one told me that! Would've been helpful, especially since this particular cable hell is located so far north in Scottsdale, I felt like I truly was leaving the city to go on a pilgrimage (similar to Dante's). At any rate, the rating they receive is strictly based on the service received (or not received) during that horrendous 45 minute experience. read more

We are seasonal residents. The personnel store have been very helpful and very efficient in setting up and terminating the service each year. It is much appreciated. read more

We cancelled our tv service 2 months ago. They said you need to turn in the tv box. No problem. We turned in the box immediately and they said you're all good. 1 and a half months later we get a bill for 411 dollars for Internet only! We went into this store and talked to Michael. Michael said we would not owe that money don't worry it won't come out. It must be a mistake. Well it's been taken out! 411 dollars for Internet only! Scumbag company tries to make you feel great when you're there and take the money anyway. Do not do automatic withdrawal ! Be careful with this company! We will be in the store tomorrow morning bright and early/ I will update if anything gets resolved or not. Update. We went in there and talked to Michael again. He was friendly and blamed himself yada yada yada. He said the money would be refunded in 2-5 days. Ok that's great. Now I can feed my kid. But nope, today he calls and says he needs bank statements showing they took the money. So frustrated with this company. Now I have to take another day off work to go in there and show them paperwork. Horrible company read more

After over 20 years of being with Cox, seeing their customer service constantly decline and the "I don't care attitude...it's not my problem" get worse, I believe I'm going elsewhere. They have false, misleading advertising, poor repair history, obsolete equipment that they charge an arm and a leg for...and what does a "loyal, 20+ year customer" get for their loyalty? Higher bills than others, poor service and customer service reps from other parts of the country that don't even know what time zone I'm in when they are speaking to me with my account up in front of them!!!! I have the latest equipment on my end for a modem and router and computers, but I don't even come within 50% of getting their advertised speeds, up or down, on any day part! I'm in a Scottsdale area that is supposed be able to have Contour, but it won't work! So...bye bye Cox. I have Century Link at our businesses...so I'll go try them! Good luck to other suckers with Cox! read more

After 10 years with Cox I downgraded my services and they removed the wrong services. I called back and they were unable to fix it. They continued billing me for 2 extra months for services I cancelled and for equipment I returned. Their slogan should be our name says it all. read more

My Internet speed is running slow, so I stopped by this new location to check it out and see maybe I can upgrade my plan if the price is reasonable. Talked with Xaiver, he didn't try to sell me anything and he listened to the problems I have. So closed on leaving Cox and go with some other companies. Walked out a happier customer. Checked out the new store. Bigger, brighter, and more counters and samples for you to see what you can get for the prices. They partnered up with Verizon Wireless too. read more

Their customers support is a joke. They send a technician to fix problems and not only they never keep the appointment time but always find things like "your cable connector was loose" in order to charge you for the visit when in fact it was their equipment that did not work. I had to spend several hours on the phone waiting for someone to answer the phone. My problem is that I live in an area where there is no alternative. Or I haven't found one yet. read more