I ordered spectrum two years ago. My promotional rate ended over a year ago. This summer I got the state $30 rebate so my bill would lower from 79.99 to 49.99. The minute this went through , spectrum raised my prices so that I would keep paying 79.99. When I called their response was that my promotional contract had just needed which was complete bs. Don't trust this company or their employees on the phone. They are liars and take advantage because they are the only internet providers in the area. read more

Seems to me that spectrum is only concern for phone conversations and nothing about customer service in their office. Well , this office as you see as the worst costumer service . The manager is a jerk and has no manners. read more

Maybe if that girl manager had any customer service or even a personable attitude, no one would be giving this store less than 2 stars. But it doesn't stop there; not only is customer service and basic communication skills are lacking, but work ethic and simple logic and reasoning too! After having my business partner being set up with something he did not even request (by a younger male associate) this manager would stand 5 feet behind him to "train" this associate on what to do while setting us up with the lowest internet when he specifically asked for the fastest internet and a land line. There wasn't even a lick of communication back to him while this associate was ringing up all of the wrong products, no explanation on what was what and what for. Though Miss Manager standing crossed arms 5 feet behind watching over the associate as if she didn't want to be there. News flash girly, you don't have to be there or be a manager for that (you clearly don't have the qualifications). Your training towards this younger associate just shows a reflection of yourself. It's obvious that they, both the girl manager and young male associate, had no fucking idea what they're doing and just wanted to make a sale at our expense which wasted our time. I encourage anyone thinking of stopping by here just do themselves a favor and call corporate to help you out with setting up any service and letting them know whoever is employed at this location needs to be retrained or replaced. read more

Spectrum brick and mortar stores. Do not give these people your drivers license nor input your social security #. They ran a soft pull without my permission. I merely went to the store to see about replacing my cell phone that broke that day. They did not have the 512 gb phone in stock at either one, yet they. proposed to pretend they did when I walked in, then stating they needed to scan my id and input my social to identify me. I bought my phone at best buy, changed the sim my self and my data. Here, a week later, I receive an email that my services have been changed, WITHOUT MY PERMISSION. I had to spend 2 hours on chat and customer service to get it corrected. I went to the store and confronted Melissa the sales rep at the Santa Ana Ca store, and she laughed, she did not care that she did something unethical. I reported her to corporate. This isn't over. I am taking this whole act of running socials with a soft pull without permission to the powers that be. Keep laughing Melissa... read more

I don't wonder anymore why this place Has one not even two stars. If the were as fast assisting customer as they are charging you for his services this place and this company would be the best. Doesn't make sense to me to wait 56 minutes to return equipment, I can't imagine if I had to make my claim for things that I didn't add or requested to my account and they charge me for, I will probably had to wait about two hours. RIDICULOUS!!! The gentleman a young guy who assist me took his tile to give a sip to his Starbucks and get his hands sanitize so slow, checked his phone and give another sip to his coffee before he called the next customer: ME WITHOUT EXAGGERATION THERE WERE ABOUT 50 people waiting at the lobby. When things like this happen, I am completely on board to go technology assist and zero human contact way!! read more

You know why I hate spectrum internet service ? Because it may take one hour to return the modem! read more

Spectrum - All people here are waiting for more than half an hour for one of two customer services to help - Internet Service Providers Near Me - Santa Ana, California

Very nice looking store. That's all the good. Service is terrible. I signed in, went to run errands (dropped off package at UPS store, grabbed food at Cane's), came back, and still waited only to be given horrible, disinterested service by "Chris" once it was my turn. I asked him if he could perform an account review; he was bothered by the request. I asked if there were any alternate packages he could suggest, as the package I'm on costs over $250 per month. His response, "what do you mean?" I mean: look at your goddam computer and tell me whether there's a better package for me. Of course, that's what I thought (and not what I said), what I said was: "don't worry about it, I'll check online." There was one younger employee who was hustling; he was greeting people and trying to do his best to address concerns. This place sucks. read more

Ask for Melissa, great customer service. She was pleasant and extremely professional. Saturday morning opens at 10am. Thank you for a positive experience. Plenty of parking. Plenty of employees working on a Saturday. read more

There are only TWO staff members who don't seem to know what they're doing and there's TWENTY SIX customers just standing and waiting. I arrived 15 minutes ago and the same customers that the reps were helping are still w them. I have never seen such an inefficient and ineffective spectrum location. read more

Spectrum - 30 people now in the store. - Internet Service Providers Near Me - Santa Ana, California

Female employee wasted an hour of my time because the name I said didn't match MY ACCOUNT and that I needed to add an authorized user to it and refused to accept by business even after proving I was authorized. What could have been a 5 minute drop off was an hour wasted and a hassle because the associates took their time doing nothing. Don't bother returning equipment to the Spectrum store they will treat you like a thief and waste your time, just bring it to a UPS store. read more

Horrible, stay away!!! I cancelled my account because Spectrum kept increasing my bill the longer I stayed with them despite their internet dropping off frequently and their horrible customers service. These morons reward their customers' loyalty by charging them more. What a stupid and insane business model!!! When you go to drop off your equipment at the store you simply find out that there are 6+ employees and 6 stations but only 2 and sometimes 1 person is working in a station and accepting returns while all the other employees are there for no reason. I really tried to understand why they do that but the only explanation I came up with is that they really want to make it the hardest possible for you to cancel your account. Despicable. Shame on you and your phony practices!!!!!!!!!!!!!!! read more

Two clerks to help an entire store! We are here only to return equipment and it has to turn in this very long process. 15+ people waiting to be helped. Ridiculous read more

When you arrive here you will experience the SLOWEST staff in Spectrum History. I first saw the Yelp ratings and thought how bad could it really be. It's horrible, avoid coming in to this store. It should take long to check out equipment or pay a bill. Smh read more

Welcome to Hell! I set up an account with Spectrum for my 89 year old father. 6 months later, his remote stopped working, despite having barely used it. It was clear that no senior could ever work their way through their phone system to call and get customer service on the phone, much less one with cognitive impairment. Going in the store would not work for seniors either because there was an hour wait and very few chairs. I had set up the account in his name, with my email address, and my phone number. I have been managing payments. Yet, when I finally got though the 70 minute wait to get a new remote, they told me they could not help me, even though it is my info on the account because my name was not on the account. I could not bring him in at the time and he could not sit for an hour. The supervisor told me to come back with POA docs to prove I was his legal guardian and he would help me. He was not there and the other people in the store were rude to me and thought I was lying to them that he said he would help. They said I had to sign in and wait for another hour. He finally came back, and I asked him if my name was now in the system so I could manage things in the future, and he promised me it was. Recently, several months later, I tried to cancel the account on the phone, but they could not do it because, despite the supervisor's assurances, my name was still not in the system and they said I had to go into the store again. Sure, I want to go through all that again. The security protocols at Spectrum are more difficult to navigate than banks, hospitals, skilled nursing facilities, lawyers or any other business I have dealt with in two years of caring for my parents every week. For what? A crappy and expensive cable plan. Run away. read more

Always tons of people waiting and employees are standing around not helping. Had to wait an hour and a half just to drop off a modem and router. read more

Despite the low score reviews I must say I had a really good experience with Manny (Emanuel) helping me with internet and mobile services. He was responsive, attentive, and knowledgeable. I am anxious to see how the service holds up and if Spectrum will support me when I have issues or need to cancel... read more

It was super bad experience when you come to the store, i canceled the service and try to drop off equipment at the store, make appointment to get in and still wait a good 30-40 mins, i understand they are busy, but hire more agent, there are 6 computers but only 2 people. Glad i dont have to deal with this anymore. Hint : If you canceled services and only need to drop off equipment : routers, dvr, come to UPS, they will do it for free and save the receipt read more

Price gouging at its worst. Been overpaying for internet for years but didn't have a choice up in the hills. This year, they jacked up the monthly fee to $79.98 for just internet. Good thing both t-mobile and verizon now offer home internet. I went with t-mobile's free trial and it was great - far faster on speedtest than Spectrum; for $50/month. So I switched over. I get not one but 3 calls from spectrum trying to convince me to not leave. They were offering me $49 for internet but I have to bundle with TV, which I declined. Then they offered $49 for internet without bundling requirements. I told them they can take their archaic price gouging and shove it. No way I would go back to a horrible company that screws over loyal customers - makes no sense. Seriously, the marketing and finance people at Spectrum need to be fired read more

Manny was great, he got us a fair deal. Awesome customer service. I wanted to cancel but he gave us a good alternative. Thank you!

Worst service ever! Eduardo doesn't know anything. I had questions for my bill and what they are charging. I have internet for $54.99 and TV for $25.99. I wanted to take TV off to save some money. Said it I take TV off the full amount of internet is $79.98. Well that's dumb we don't even have options. I said can you show me a break down of what's being charged? He said no it's on your bill. Well I brought a bill in. He said it come off on our end, and I wanted proof. He didn't have any. Then I ask if I cancel my internet how much is the device if I don't return it? He said I don't know. I said well can you find out. And he just looked at me like what do you care. And of course in the middle of all this he's frustrated and said is there something I can DO for you. Umm yeah please show me where my money is going to keep YOUR job. Verizon here I come. Way better deals there. read more

Wasted my time! Poor customer service! Wasn't even busy and no one acknowledge me coming in. Checked in and I was the only one in there and still took almost 40 min when I finally asked someone about a simple drop off. Told me their drop off was at another location ! read more

We are so impressed with Manny at the Santa Ana Spectrum office. We came in with many questions about our statement and service and he answered all of them so well. He was able to assist us in getting the service we needed at a price we appreciated. And, we had such an enjoyable time talking with him. A really nice guy who is so knowledgeable about Spectrum services! Thank you, Manny!!! read more

One star only because zero stars isn't an option. Terrible and deceptive practices. If you are considering spectrum DONT, better to live off the grid than be forced into paying this lousy company. Just so you know, if you cancel service a day into a billing cycle, you still owe for 30 days because that deceptive practice is buried in 4 point font. Then at the store they'll tell you you don't owe anything further, next thing you hear is from a collections agency. Here's to hoping your shoddy company goes under. Oh and I have already contacted the BBB. Once again unless there is a gun to your head, DO NOT use this company. read more

Spectrum should be highly ashamed of themselves for how poorly these stores are run. Ordered new internet service, chose the store pickup option thinking it would be easier and more convenient. Boy was I wrong. This is a highly inefficient operation. You go into the store and 'sign in', then you wait....and wait.....and wait. Just to pick up a box of gear I need. No way. Cancelled the order. read more

Worst customer service! I had to leave because they took so long! over an hour waiting to just pay a simple bill l, no one bothered to check on me or anything or even let me know they were experiencing a delay, no one bothered to help me and I saw at least 3 employees doing nothing and standing around. Go somewhere else unless you have time to waste read more

I walked in and sanitized my hands. Walked up to the counter area and was never greeted and two people were just sitting there behind their little counters. One guy who just helped someone came back to his counter and greeted me finally and was nice so I appreciated that. It took too long to be greeted though for a customer service place. I've had spectrum service in Texas before moving here and ended up changing so I'll see how long I keep this service here in California. read more

This is a much nicer store than their old one down the street. Parking is better and it's in a better center. Employees are nice, and I was quickly able to pay my cable bill at the machine.. read more

Employees here dislike their job, understandably it does seem to be a very unpleasant environment. On the plus side there is an In-N-Out across the street. read more

I am a new customer and needed help after I had signed up for service over the phone. The people at the store were very nice and genuinely wanted to help me. Thank you Melissa and Tony! They showed me ways to save and helped me upgrade to the channels I regularly watch. I would recommend this location in Santa Ana for anyone that values great customer service! read more

Boy did the employee and manager at Spectrum Santa Ana on 17th screw us on 3/11/22. We went in to drop off our equipment from cancelling our internet service since we were moving out of state. I also being a mobile customer had inquired what to do with my phone. The older Hispanic lady employee (wish I could remember her name but I'm sure a concerned manager could look it up), had convinced me that I could keep my mobile service when I moved and nothing would be affected other than an extra $20 fee to be "out of state". Not only did she convince me of that, she also convinced my boyfriend who was with Verizon mobile for over 20 years to make the switch to spectrum for savings and since Spectrum was a broker for Verizon service anyway, so why not. So after working this up with her supervisor/manager, we had inquired about upgrading our phones and she said we could do that at any time. Well, any time happened to be today when we called to upgrade our current iPhones. Guess what? According to the unconcerned call center employees "the moment you left internet/cable, you became a stand alone customer and lost all perks/privileges and aren't eligible to upgrade." Took about 2 hours of our time to get no resolution, no direct contact number to the store location, no number to a complaint line, no email, etc., you get the hint. No one to file a formal complaint that the employee/manager at the Santa Ana 17th store completely misled us, screwed us and lied for a commission, only to leave us screwed now living states away stuck with our broken phones and "lack of privileges unless you get spectrum internet again" (which isn't offered where we live). So thank you Spectrum, for having no outlet to hold your lying and shady store employees accountable, for having no direct customer complaint line, and not giving a sh!t that 2 loyal customers are now screwed over deceit. We should have stuck with my boyfriends grandfathered in Verizon service and transferred my line there. Let's see if anyone from Spectrum 17th Santa Ana tries to make this right - doubt it, since they were shady to begin with. Complete B.S. read more

Tried to set up Spectrum mobile and they completely messed up porting my phone over. It's been 2 1/2 weeks and still they have yet to fix the issue, my number is still lost and no one in customer service or tech has ever followed up. A complete failure on all levels. read more

You have to make an appointment if you want any service. Expect to wait an hour at least if your lucky if you don't have an appointment. Monitor tracking people waiting isn't updated and it makes it seem like they're busier than they are. Must be for them to just say oh well we're really busy. Manager standing around assisting their employees which must not be trained since it appears from others comments that's the only thing anyone does at this store. Owner of the store was in the store while I waited to be helped, he was walking around a new employee showing them the store and saw approximately 12-15 standing around and opted to stand in the corner instead of directing his manager to help with clearing the client queue. I also noticed during the time I came in their kiosk to pay bills wasn't accepting cash. Instead of posting a note the manager had to tell people multiple times it was only accepting cards making the queue and wait even longer. The manager was having to make motions with his hands since it doesn't seem like he speaks Spanish which for this area is a necessity. (Updated before posting) I've been waiting here so long that I finally heard him speak Spanish, wonder why he didn't use it with all the clients that clearly didn't understand him when he spoke English. The manager was trying to help someone pay their bill and he said something that pissed the guy off because the man told the manager "We'll I don't care if you believe me or not I've done this before alright." After about an hour the manager finally started helping clear the queue. I don't know why this took so long but damn would the customer service in this place go up if they made some small changes. Esteban helped me out when I got called up, out like 2-3 minutes later. Moral of the story make an appointment, if I only knew I'd save myself a lot of time but also that manager should have been helping from the start. read more

Worst service ever!!! Do not go to this location- you will just wait forever and get Helped with very little care! read more

5 hours with a problem at home. They came to wrong addresses and are calling wrong number after I explained this to 5 people on the phone on a be day! You have to go through the whole process every time they call to say they are on there way. Still with the wrong phone what can you do. It is exhausting No way to call service man back directly. They are all disconnected with the other!!! read more

Service is slow; best hopefully you made a reservation or can deal with problem over the phone. Service is okay at best. They had 4 out 6 were open and said they where busy not helping the guest that were in the store had like 8 people in line waiting. Was in line for 30 mins and I was 3rd on the list for most of the time waiting. read more

Over an hour and a half wait to pick up my modem and router to find out my order was not placed correctly. I have to call to Spectrum to request the router be added to the order. The rep seemed nice but had an oh well attitude and couldn't update my order. Very dissatisfied with my Spectrum experience so far. Wish I lived in a building that had AT&T Fiber. Always great, efficient service there. read more

First time ever cable company did customer service correctly! Tech showed up on time and went through every connection and replaced all of the old with new... Problems solved! Thank you! Update, today tried to return a cable box at store on 17th in Santa Ana. Idiots; Liz and Pedro would not discuss, as my name is not indicated in their records. Apparently my 26 year relationship ($1200 per year) is of no value! Both of these people should be terminated. Just my opinion... But wait there is more, my name is on the bill! read more

If you ever go and need help, see Edgardo, he is very helpful. Whatever you do, do not ask for Leia (territory manager) or Julio, they were both pieces of shit. Made no effort to help me or understand my problem read more

I worked with Javier and Edgardo to do a transfer of service since I moved to a new apartment. They both were informative, patient, and super helpful throughout the process. They also were very clear about the process and even helped me contact customer service regarding additional questions I had. I recommend working with these two individuals if you come here read more

I was reluctant to return to this location because of the bad experience my wife had a few years ago. All I was there for today was to switch out our remote to the correct model. Clarence was exceptionally helpful and pleasant to work with. Thank you Clarence. read more