I am very surprised that I am leaving a 5-star review for Spectrum. With zero expectations, I went into the store to replace my legacy cable box. Of course, there was zero legacy inventory available, and the only way to solve the problem was to contact corporate or try to hunt down inventory by visiting multiple physical stores. After hearing my problem--especially since this was the second store I had visited that day--Tony Zelaya stepped up. He was able to solve my issue and transition my account from Time Warner to Spectrum with zero interruption. This type of customer service is exactly what motivated me to leave a 5-star review. I don't think workers nowadays really care about customers, but this proves otherwise. read more

0 stars if I could I had Spectrum home internet service for years and the price went from around $40 a month to a ridiculous $101 a month. I finally had it and called Spectrum to cancel the service and returned the equipment on the 4th of March 2026. Customer service over the phone advised me to return the equipment before the next billing cycle which is the 16th of the month. Instead of send them back by UPS, I took them to a Spectrum store and got a receipt. Today the 16th of March, I got another charge on my credit card for $101.25 from Spectrum. Just got off the phone and this so called "supervisor" told me that I had to pay for the month of March in the middle of the month. I was shocked and told him the equipment was returned and customer service had told me I will not be charged again. I also asked him who would charge monthly service in the middle of the month for the service month? It's usually at the beginning or the end of the month and that's not what the customer service told me earlier when I called and returned the equipment. He insisted he is the "supervisor" and couldn't do anything about it. Well guess what..... it's my decision to let everyone know this is how Spectrum put its hands in your pocket. Just like people around me said. They charge more on the loyal customers and bite you when you decided to leave. Take my advice.... STAY AWAY read more

Tonight I had to reboot my computer due to a bad connection by Spectrum. It was in the 9th inning of a very close game. This is the second time this has happened. I can see why people are giving Spectrum such low ratings. read more

One particular store young man welcomed me in, nice. That's why two stars. However, he was in way too much of a hurry to rush me out of the front door. So rude and disrespectful, like he got off on his ego. Is that what we're facing in 2026-2027? Prideful ego trips? Why the big rush? It was late and hardly any other customers were there. Suggestion: Smart humility always wins. read more

18 people waiting in line and there is only 2 counters opened to take care of customers. Snail working speed. We definitely need AI to increase productivity. read more

Spectrum - Extraordinary long waiting list - Television Service Providers Near Me - Pasadena, California

Terrible. I was told to "drop off" equipment for a change in my spectrum service. They came and installed it, but I have to remove and return it. I went to the Pasadena store which is pretty far from me, other local stores are closed now I guess. I walked in and Saw several employees attending to customers but no one welcomed me or gave me instructions. I stood there for a minute trying to get someone's attention and they finally said did you sign in on the iPad over there, no indicator that that is how they run things but whatever. I waited for over 30 minutes while employees tended to cell phone related issues with upgrades and change overs that took a really long time. Finally I interrupted a guy who was just making small talk with a lady while her entire phone contents transferred over to her new phone and said I'm just trying to drop off this single router and I need to leave soon how much longer do you think it will be, he said you're next in line except there's someone with an appointment I really don't know how long it will be. I gave up and walked out. He did mention on my way out that I could drop the box at a UPS store, which I did and it literally took one minute. These employees were not welcoming or helpful. I would avoid this store at all costs. read more

This is a review on two different experiences - 1. The staff at this location are nice but service is slow. I went to return my modem and router and it took almost an hour even though the store was not that busy. The staff here had set me up for one year of free mobile service with internet but when I checked my statement, I was still being charged monthly. I had to. All customer service to remedy this and was not refunded the money I was charged. I was also charged for roaming when I did not roam. Definitely check your bill. 2. Spectrum in general charges way too much money for unreliable service. Also, please know, they will charge you for a full month of service when you disconnect before the end of your billing cycle. read more

If you can avoid getting any, any services with Spectrum, please do avoid this company. Their retention department is horrifying when you want to cancel. They literally hold you hostage until you have complete all their Survey questions and the line to return the equipments is terribly slow and long. Avoid. Avoid. Service is terrible. read more

Summer 2025 Zero stars, none. I can't give details of my personal experience, but please take my advice. This place is filled with shady unscrupulous staff - trust no one. *If you choose to/must use Spectrum, try to use telephone customer service instead of walking into a store. The store reps are salespeople, first and foremost; they will lie to get a sale, change your account, etc. *Don't make any account/package changes, demand a channel list/package listing and review it privately. The staff will lie and say that you won't lose channels; check for yourself. *Do not give them your credit card info if you can help it - they will initiate auto-pay against your wishes. *If you turn in equipment, get an itemized receipt. Always think "I need proof." *If you don't follow my advice and they shank you, don't give up - call Spectrum: their customer service crew is motivated to retain customers. Godspeed. read more

If you happen to drop in during off-peak hours, you just might be lucky enough to get Amanda. She provided fantastic customer service when I had questions about a recent upgrade. She's patient, knowledgable, and professional. The quality of my internet has improved and I'll most likely go back to her for any questions or additional services. read more

This store's employees are so rude and I have no idea why. It's like they get off on being terrible. I had an apt, was on time and the woman who "helped" me would make passive aggressive comments like "oh, so you just like paying for things?" When I said I didn't want to switch from my current phone plan to Spectrum's. Like, lady, I just need spectrum for the next 10 months until my lease is up, save the attitude. My internet package also didn't show up on my account and when I went back inside a male employee looked like he was hostage having to answer my one question. Just a terrible run store with terrible employees. read more

Slow on purpose. I don't even have Spectrum. I just went to return a modem and router. They took over an hour to get through the queue. I know they take they do it on purpose because even with all the people waiting they take the time to check their phones and chit chat. C'mon What a waste of time. read more

Thursday I had problems with my iPhone 16e so I drove to Spectrum on my lunch break. Whenever I received or tried to make a call all I could hear was static. I signed in and waited for about 10 minutes for someone to help me. I explained to the young man about my phone issues and he told me that he was going to install a new eSim card. After patiently waiting about 15 minutes he restarted my phone and that took care of my issues. I could ise my iPhone again! After the man fixed my phone he took a look at my internet account and told me I had an old plan and he could save me $25 a month. So, my internet went from $106 a month to $81 a month and I got a faster 1 Gig broadband speed. I also told him that my internet would sometimes go down for a couple of minutes in the mornings and start back up. He said bring in the router and the wifi tower and I could swiped it out with newer models. So today I did just that. Thanks Spectrum. You were extremely helpful. read more

Made an appointment online 2 days prior. But was unable to check in due to being a minute late for sign in. Had to wait over an hour just to give them all of their shit back. Literally just had to had it over. Can't there just be a drop box? Awful establishment. read more

We went to the store this afternoon and when we got in the guy just look at me and my girl and he didn't even say hi or welcome to the store ‍ We were waiting for like 20min and then people start coming in and we didn't see or know that we have to sign in on the lil iPad that was in front of the entrance we didn't see it and of course Carlos didn't say shit So after we seen this people sign In we did sign but this Guy was talking to this lady and their not talking about problem or something about her services she was talking immigration and all this shit and this fkn idiot was taking more than my ex Anyways after 35 mins she left and I asked Carlos if I can just give him the box I was supposed to just drop and that's it I didn't even wanna talk to him that much u know ..!!! And he said he didn't see us coming in ??? wtf So we have to sit and wait for the other people to go first ??? I told him what was his problem we were there first waiting a good amount of time and he didn't want to help us !!?? Idk but spectrum just lost another client hopefully this guy get fire .... Idk if he was racism or he don't even know what's a good customer service or def he don't give a f about nothing ‍‍ Im outs no sirve esta tienda read more

Never works, scammy, customer support sucks, they raise prices without telling you too

I recently rated the store poorly after employees forgot to tell me that I needed to "activate" replaced equipment. But, besides that (which turned into a problem for me) it was a good experience. read more

I HATE Spectrum!! Always gave I. All my homes! Worse service, techs and knowledge!! I have had at least 6 techs that have no clue!

Unbelievably inefficient and NON-Customer centric! Walk in the door and there is no indication that you need to register for your visit at the sign in kiosk. There's only one sign in kiosk and the sign that should direct guests to it, faces away from the entrance. Staff sees guests entering but don't make any effort to direct them to sign in. Three people (including me) were left standing in an imaginary cue without any guidance or direction from staff to sign in. We had to watch as others were called but we were not - it wasn't until we guests inquired, that we were instructed what to do. Staff finishes with a guest's transaction then incomprehensibly waits for some time before calling another guest. read more

I had a deeply disappointing and unprofessional experience at this store, specifically with an employee named Aaron. Yesterday afternoon, I walked into the store to cancel my TV subscription, and he assisted me. However, throughout the whole conversation, he was RACIST, and always making fun of my friend (who was not there) and me. Moreover, he asked if he could take a look at my phone, and I agreed. However, he USED MY PHONE TO OPEN A NEW SUBSCRIPTION (Xumo) WITHOUT ANY EXPLANATION, CONFIRMATION, OR MY PERMISSION. When I questioned him about it, he joked in an arrogant and provoking manner, claiming it was a misunderstanding. He later admitted it was a joke but showed no genuine remorse, and was still speaking arrogantly. Furthermore, he did not close the subscription, and I was left with an unnecessary new subscription. Now, I needed to wait for the Xumo equipment to arrive and bring it back to the store to get my refund. While not canceling the TV subscription may not have been his fault, the way he handled the situation was highly unprofessional, unacceptable, and racial discriminated. Lastly, when I asked to speak to a manager, he told me that the manager was not there (I don't know if this is true), and he DID NOT provide me with the manager's phone number or email. This left me feeling completely disregarded as a customer. read more

Giancarlo and Ryan provided great customer service. Greeted me politely. They were swamped with customers but they worked expeditiously to help each customer. Thank you guys and God bless. read more

All I needed to do was return an item, and it ended up taking over an hour. The process was slow, unorganized, and frustrating. There were long wait times and not enough staff to help. It really shouldn't be that difficult to handle a simple return. The men at the front were very rude and unorganized. Coming back from lunch and instead of helping they were having conversations. Bad overall, all they said for faster service make an appointment. read more

Spectrum mailed us a box on accident said they have a partnership with UPS who wouldn't take it back. Now in the store waiting an hour for someone to take the box with 2 of their employees standing around not doing anything. read more

This review is for Spectrum in general, not a specific location. Spectrum has terrible service! Their representatives are not knowledgeable as I have not received accurate price and package quotes in at least 6 phone calls and 8 representatives since June 14th, 2025. Their price or package info has not been what was agreed upon & the cost keeps going up. When I inquire about the discrepancy, their reply has been, 'Well, the representative may not have been aware of the changes'. That happens, but that is the response each time?! That is a training issue and not the customer's fault. What I expect is for Spectrum to backup what their representative offered in a package. Also, each call was never less than 40mins - some over an hour. If, as a business, you save clients time & money you can improve their lives. Spectrum does neither. read more

Arrived a few minutes before they opened. I was fourth in line and had to wait 15 minutes. Came to replace a router while being assisted by Amanda, we discussed which cable channels I actually watched. Ended up being able to reduce my bill and got my router replaced. This did take some time but I appreciate the service. So many people usually come here to complain. read more

I'd like to give a big thank-you to Bobbie and Damon for their wonderful help setting up my granny's new flip phone. Their customer service was outstanding, friendly, patient, and incredibly kind. They took the time to help us transfer all of her contacts to the new phone and made sure everything was working properly before we left. It's rare to see that level of care and professionalism these days, they truly went above and beyond! read more

Horrible! They only have 2 people working and a sign in list of 13 people hasn't moved once in 30 minutes! Hire more people or offer a drop off of equipment place or something! Ridiculous to have to wait lord knows how long to return equipment in person. read more

I am appalled by the poor quality and poor service of this company. I was a customer for nearly a decade and dealt with frequent outages and continually rising prices. My mother is a customer now and has had an outage for 7 days now with no repair/tech service, partial credit or any response from them. She has mobility issues and is stuck at home with no internet, phone or streaming TV for one week now. She lost income having to cancel work calls. They really take extra advantage of seniors and those not technically knowledgeable. After about 10 calls they assigned a tech repair for MONDAY. 9 days after the outage. We will be taking our business elsewhere. read more

First of all, I am not certain as to where this correspondence should go, because I always communicate with the Spectrum company online. Spectrum is one of the most cold, cruel, and ultra greedy companies ever, @ $300 + a month, yes $300 + a FREAKING MONTH!!! Back during the Covid shutdown, Most companies, that charge you for whatever, be it your rent, utilities, etc gave you some sort of financial break, or not paying at all until a later date, via the government mandate, but NO, not Spectrum. Due to the lockdown, I was broke at the time, seeking work, and needed the internet to survive, communicate, and most importantly FIND WORK. And yet, and still, they were charging me the full premium price, & constantly calling EVERY SINGLE DAY, to harass me, & threaten to send my account to a collection agency. It was an extremely stressful experience. I don't really need cable tv at all, but I absolutely need the internet, however their ridiculous prices are not much different either way. I saw some ads for something like $79 per month bundle, I called them about this and it was a deal for new customers only. That's how they hook you, maybe 6 months of a reasonable deal, then back up to $300 + a month. These oppressive corporations make you hope for a nuke, zombie apocalypse, or the Rapture to come wipe everything out, take us away, & make all money irrelevant. Unreal Damn! They could absolutely charge a lower, fair, consistent price, & still make a profit, but no, instead they will continue to overcharge us. YE$ they are evil, and greedy, but hang in there y'all POWER TO THE PEOPLE ! We will eventually wake up, unite, and strike one day, and cancel our accounts ALL AT ONCE! That will get their attention, & force them to drop prices, I promise you! read more

I really hate to do this, but this Spectrum location has assembled what can only be described as the Avengers of Incompetence. If customer service disasters had a championship belt, Spectrum would be holding it up like Drake after dropping another garbage album. This isn't just bad service. This is the Kendrick vs. Drake of customer service... except Spectrum is Drake, and customer satisfaction is "Not Like Us." You walk in expecting basic competence, and instead, you get a bunch of people fumbling the bag, running in circles, and acting like they have no idea what's going on. The only reason I haven't switched is because AT&T hasn't finished their Fios installation in my complex. At this point, I'd rather sign a lifetime deal with OVO than stay with Spectrum. Yes, it's that bad. IF YOU HAVE ANY OTHER OPTION, CHOOSE IT. SPECTRUM IS NOT YOUR SAVIOR. If you have any alternative, take it. Run, don't walk. I wouldn't wish dealing with this company on my worst enemy... actually on second thought I would cuz I have enemy that deep. Look, I don't blame the employees entirely. I'm confident they hate working for this company just as much as I hate being their customer. It's like they're stuck in a record deal they can't get out of, just waiting for Kendrick to pull up with a response so they can be freed via a lawsuit but I digress... Here's what happened: * While at the store, I saw an older gentleman who needed help with his phone. The poor guy was convinced he had a virus on his device and just needed someone to take a quick look. Now, any mildly tech savvy person knows that 99% of the time, these "phone viruses" are just pop-up scams from sketchy websites or fake security warnings. A CSR with a functioning brain cell could have easily reassured him, cleared his browser cache, checked his installed apps, or at the very least, pointed him in the right direction. Instead, they turned him away and told him to go to the Apple Store. The look on his face was pure defeat like a man who just realized his Drake has ghostwriters. The sheer laziness and lack of effort in that moment was disgusting. * Then came my turn. Serviced by a dude who looked like a gang dropout that gets no respect from his hood. This dude really pissed me off. He had the energy of someone who got left out of the group chat and was taking it out on customers. He told me he needed manager approval before he could proceed. Fine. I can play along. But then I called Spectrum customer service afterward and found out that this was completely false. The rep in the store could have handled it right then and there. Let me emphasize this: I wasted my time because an employee either didn't know how to do their job or simply didn't feel like doing it. This was a five minute fix, yet I got sent on an unnecessary quest for manager approval like I was trying to get a feature from Beyoncé. I've been with Spectrum for over 20 years. Back when it was Charter and had a location off Colorado Blvd, the service was actually decent. Now? It's like watching an artist fall off in real time. I don't know what it will take, but these employees either need serious retraining or to be put on waivers. Spectrum, do better. Or at least make the suffering entertaining. read more

I didn't realize how outdated Spectrum is until I visited a physical store. I signed in through the tablet and waited more than an hour for it to finally be my turn. I also received a text saying my turn was "soon" but that was sent 1 hour before I was actually seen. I was hoping to get a modem but the associate said I wasn't an authorized user even though I was added as an admin online, but who knew the online permissions are not related to in-person transactions like picking up a modem? Apparently that's the case as Spectrum is so 2000 late and was told we were supposed to call in for me to actually be added as an authorized user. Also maybe it's the clientele but I felt like the staff and customers seemed to operate at a glacial pace which I feel like is why the wait is so long. read more

If I could give it a zero, I would. We have a Pasadena rental property and are selling it and buying another. My wife called and said we would want to transfer only the internet and not TV service, and we would transfer it later. It wound up being transferred and we never received a bill, but when we called today to complete the transfer (so we thought), we learned that we are past due on a bill we never received. A woman spent quite a bit of time on the phone with us and kept saying the only alternative was the fraud department. We kept saying we didn't think it was fraud, that it was a mistake. She said no, we had made the phone call. I said, "Look, this situation is obviously above your pay grade," and was going to say that a supervisor would have to deal with it. She announced I was disrespecting her and was too busy chewing me out for me to try to explain myself. For the next two minutes, that's all she did, saying she was trying to help us all this time. Finally she said she could only transfer us to fraud, so now we're on hold as I type this. I can't wait to see how they screw up there. read more

I just needed to return a modem and like everyone else in the reviews it took over an hour. Spectrum is such a trash company anyways but we're all stuck with it cuz internet companies are an oligopoly. Why don't you hire more people or work on efficiency Spectrum? Oh I forgot cuz they dgaf read more

Everything could improve! There is NOTHING that could not be improved!!! You're a bunch of losers who couldn't care least about your customers, or how long they have to wait to do SIMPLE transactions with you. It's almost as if your employees take pleasure in working slow and making customers wait. You are a PATHETIC company. How are you even in business anymore? It's very sad for all nor us who are required to rely on you. None of us deserve customer service at this basement floor level. Honestly, you should be/feel ashamed. I know I would if I worked at this location!!! read more

Poor service they are very slow like the internet . If I can have another service I will be gone long time ago. read more

Spectrum - They are slow here and it suck I hate to coming here for internet . Customer service suck and slow . - Television Service Providers Near Me - Pasadena, California

EVERYTHING! My original Google rating was 2 stars. This company is such absolute S**T that I had change do them to a 1 star even though the rep on the phone was an awesome dude. In fact, if I could give them a lower score I would. I would LOVE to switch carriers, but apparently the HOA of the condo I live in have setup some sort of deal with these jerks forcing us to use their services. I'll tell y'all right now, this company's internet is NEVER working at proper speeds, and this evening they are having a "scheduled maintenance" that they never notified ANY customers about! Here's the problem: I need to be online at their low traffic time as that is my work schedule. I could've schedule the day off if I'd had KNOWN beforehand. And get this, the rep I spoke to on the phone told me that the company claims to not have the capability to notify customers prior. Really? A communications company that can't COMMUNICATE to their customers? If you don't need to do spectrum, DON'T! Below is what I just sent them on their feedback questionnaire: You have a "planned maintenance" but you don't inform your customers beforehand? Are you serious? There are those of us that work at night due to having meetings with associates in different countries and/or timezones. We schedule meetings much like y'all have supposedly "planned" (meaning you SCHEDULED this maintenance, much like I schedule my meetings). You can't tell me that y'all don't have the means to contact your customers about these things to allow us the chance to adjust our schedules accordingly as to NOT LOSE INCOME due to your company's ineptitude and lack of courtesy/respect for your customers. And why are y'all so incompetent that you need a full 5 HOURS to conduct maintenance? How dense are your techs that they can't handle maintenance quicker? Your company needs to fix this, as this is ABSOLUTELY unacceptable. read more

Absolutely terrible service ultra slow long lines no staff available no separate line between complicated transactions and simple transactions. read more

This place is a complete disaster. Thursday evening and only two staff are working... there are 4 empty stations and 12 people in line. Biggest problem- they won't let you drop off equipment unless you wait in the entire hour hour + long line. Makes no sense- half the people just want to return equipment but they won't allow it. Instead customers wanting to het a cell phone will take up 30+ minutes of support... they need a much better system read more

Spectrum - 2 staff only with 12+ people in the line... just let us return the equipment! - Television Service Providers Near Me - Pasadena, California

I called Spectrum because my elderly father that has dementia check books and information to pay his bills burned in the fire at his brothers house asked for 2 week extension to get checks in the mail they were not helpful and refused to give an extension asking for information on the check that i told them we didn't have looking for new service immediately SHAME ON YOU SPECTRUM read more

Because I've gone through a lot of trauma with losing my home in the Eaton Canyon fire, I admit that I have not been in the best mood. I came into the Spectrum store with questions and to return some equipment. When the store representative assisted me, I was very rude and assertive. The name of the rep that helped me is GianCarlo and thankfully, he was so patient and knowledgeable. To give awesome customer service to a customer that doesn't deserve it, is going 150% beyond and I truly want to thank him and Spectrum. Everything was taken care of on my account and it made my day a more positive and outstanding one!!! read more