I have gotten good service here on many occasions. The check-in system is fair. The staff is both knowledgeable and helpful. Last time I was in, I needed to replace a broken tv remote. I mentioned I needed to replace another remote as well but it was in use at home. Within a few minutes, the customer service employee handed me TWO new remotes that come complete with batteries. I was In and out in 20 minutes on a Tuesday morning. I have been very pleased with the knowledgeable Spectrum servicemen who have come to my home when I made an appointment. One even came when there was a major snowstorm going on. They were punctual, answered my questions, and demonstrated any new equipment. Two gave me tips on saving money on my monthly bill. In addition, they were professional, pleasant, and respectful of property. They put booties over their shoes to protect my floors. read more

Worst service possible. If people are waiting the representatives disappear in the back. Not sure they even know their jobs.

When you walk in there are several brightly lit kiosks. You may not notice the smaller poorly lit kiosk with the Start Here sign on it over to the right. I didn't. So I moved forward into the store. Modern decor seats with people in them. No one looks happy. No one is friendly. It's unclear how to proceed, but I see a guy standing so I stand near him, since there is no clear orientation as to where to form a line. Eventually one of the two employees becomes free for a split second and the other guy standing asks "Where do I drop this off?" They ask him if he signed in. Nope. Gotta go to the poorly-lit side koisk to sign in. What fun! A totally unnecessary extra step! You get to scan a QR code and everything! After a bit of time one of the employees says they cannot take payments cuz the processor is down. Only one person left because of this. But several came and went, calling their bosses or wives, "There's too long a wait!" Etc. All I want to do is return equipment! They mailed us newer stuff and wanted our old stuff back (for some unknown reason). Still sitting on an uncomfortable bench 45 minutes later.[...] OK, so the actual customer service piece of this is not bad. Nice fella. Got thru quick. Bam, bang, boom, done. How to improve? Get plenty of seating. Put a ticket machine at the entrance (i.e. take-a-number). This fancy touchscreen nonsense is a waste of time with no real payoff for anyone. Unnecessarily complicated. Have your kiosk all around for the people who ate interested to ooh and ahh over. Also have more of a delineation between what is our (public) space and that which is not (Spectrum space). I was wanting to sit in one of the chairs behind what was clearly a Spectrum ...uh...what you'd call the register at a grocery store. More Staffing. There were lots of folks there and as I sit out here in the parking area writing this, more are pouring in. People leave before they get called. I just watched an old boomer fella walk in, shake his head and walk back out. Is that servicing your customer? Having people leave in a huff because of the long wait and awkward process? read more

Zero do not go it is very unprofessional. 12 people on the waiting list with no names called and people are walking out. I walked out yesterday and walking out again. Thought it was busy but they are in the store playing around. read more

Bunch of thieves owned 120.00 on old cell daughter did early upgrade to get new iPhone did not tell her balance on old phone I called and was told still in store I can get old phone it's in system will call you next day -guess what next day no call went over was told too late it's in system to go back and can't get back owned 120 now refurbished valid 500 read more

I have spectrum cell.....at the beginning there was some sketchy stuff happening if you were trying to switch from data to unlimited data packages. one pays at the beginning of the service one pays at the end, but they were double billing for double dipping my bank account. I got reimbursements for their mistakes, but had to wait for my money to get back to my account. I've since signed up for a credit card that specifically pays this bill so it does not hit my bank account and mess with me and my finances. My biggest complaint, aside from that, is when I'm not on wifi.....I don't always have data service. It will say 4g....with all the arrows and shit....but I can't make/receive phone calls, texts or go online. Soooooo when my power is out.....I got nothin. Today at the doctor's......nothin....... It's BS. They've sent me new SIM cards....but that did nothing. It always looks like I should have full service. Only one person I've talked to understands the issue. But there's no way for me to get back to her. All the other reps treat me like I'm an idiot.... And basically think that I'm trying to get internet service off of Wi-Fi when I have no power. I think it has to do with a cell towers being Verizon priority and spectrum is last in line but that's my guess. There is really no excuse for this kind of service.... I have two phones and both of them do it. Meanwhile my significant other is still on straight talk..... he always has service when the power is out. So, I suggest straight talk. They were awesome. I'm going back when I pay off this effin phone. read more

Staff were friendly and courteous, and all wore masks. My positive experience with the staff is why I did not give Spectrum 1 start. We were opening an account for 2 phones, one was our own phone that was listed as compatible. First indication of the problems to follow over the next 2 weeks was that they could not get their computers to actually sell us the phones. So even though we live across the street, they have to order the phones via mail, which took two, no three, no four days. So we proceeded to setup them up, and port a previous number over to our byod phone. Right away we noticed that we could not send bulk texts. We called tech support, and they suggested work arounds that kind of felt like throwing a curveball with both feet tied together. Guess what... the work arounds didn't work either, even on my brand new Spectrum phone. So we decided to cancel service and get a refund. In addition to charging me a restocking fee and the two activation fees, they gave us a password to our account to move our pre-existing phone # to another phone company. After a week of trying to port our number to another cellphone company, and confirming the Spectrum password twice, I called them again about the password, and THEN they said that password is no longer valid. They gave us the correct password, we got our old number back, we closed the account and never want to go back. read more