Went in today to get 2 new phones and transfer 1 line. After a young man Michael Towns (who was…read moreabout to go to lunch, But helped us before he stepped out) helped us. We not only got the phones but decided to switch our cable and internet as well. He was GREAT. Went above and beyond to help us. We went to all major phone companies in the surrounding area and this was by far the best deal for us. Because we looked for the best value, this was a 2 day process for us so I know it took a little extra time, again Michael Towns was really, really great and helped us understand all of our options. If you go in and get him you for sure will experience great customer service. I do have to say I watched the other reps with other people coming in and they all did a great job too. Super friendly and informed staff. Thanks again Micheal! (I did not know this guy until today, this is a honest review after receiving great service) *Bonus for our family- it was only $5 a phone for insurance! Other places were way more. Totally worth checking out.

We had an issue with our phones losing service during a storm and one wouldn't work again…read moreafterwards. After a month of trying to repair the phone they finally sent a one time warranty exchange for the wrong phone. The day I got the phone I called to have a return label sent and they stalled so long that it left it over the 14 day return window. I've been paying on a phone this whole time they won't take back. They also offered a free line for a year and then charged me for it, the anytime upgrade is not unlimited or anytime even though I pay extra for it every month. This company has milked me out of money as much as I can stand and I wouldn't recommend them at all.

Terrible service and very rude "manager" I was told when I called spectrum that I could pick up my…read morenew equipment and then return the old within 30 days. That is not the case according to the store spectrum should train people better on both ends

I went into Spectrum for the first time today to exchange my modem and router as I've had the same…read moreone for 6 years. One of the associates greeted me as soon as I entered the store and she immediately exchanged them for me and had me on my way. I was in and out of the store within 3 minutes and am extremely pleased! The associate was also really friendly.

AJ was very helpful and was able to set me up with my free WiFi for an entire year because I have…read morebeen a customer for so long ! Everyone at this location is always very helpful ! Any help you need ... please ask for AJ!

Sucks ass promised 500megabites I got 5 tested on 5 devises all good devises costumer support sucks…read morestole money and broke old internet said they where giving us a better deal with new subscription when the router was sent it was broken so they went to are house fixed internet after a week then 10 minutes after it broke again so we had to wait another week get the internet fixed again and it still sucked ass and there whole business is a huge fuck you hhahhahaj you cant get another internet because we are evil and have a monopoly.

I went there yesterday 8-14-26 to get a new phone and I had an appointment at 6PM. The three ladies…read morethat were working there were knowledgeable, kind professional and walked an old guy, me, with little technical experience through the purchase of a new phone. I don't write follow-up's but these three ladies did a fantastic job knowing that I was frustrated because of all the unknowns but they talked me through it, made me laugh and deserve a shout out. It was at the end of their shift, they knew the new phone purchase could possibly take 2 hrs with all the downloads required from an old phone but they still with a smile and professionalism got everything completed . To the three ladies working last night .... GREAT JOB.... Jerry Pazderski

they are doing reckless jobs,They don't care customer equally,They are doing Racism .I was waiting…read more20 minutes after my turn came,they took 2 more customers at my turn staion,they didn't like to talk to me

I cannot use Spectrum provided internet in the living areas of our home. I am a "Signature"…read morecustomer who spends $300 a month for WIFI, tv, and phone that cannot reach more than 20 feet. I cannot use the internet for Netflix, games, etc., as our living areas are too far from the router/modem. In fact, I can't use it in the next room. And Spectrum's answer is always the same, "we are not responsible for providing the internet within your home. We just need to provide a signal to your home." Let that comment sink in for a bit.

Reasons: Poor Customer service in the stores, blackouts periodically, expensive for internet and…read morepackages.

I went to this Spectrum store to return equipment . First…read morething the clerk did was shove the cardboard box at me & say "they don't let us take the boxes. " She then stated that there is a Spectrum store on McKinley Parkway that is closer to my house that I should go to. I informed her that the Orchard Park Store is closer to me. She then asked me where my house was and said she didn't know where my street was, so how would she know which store is closer to me? She then stated that the store I was in " is isolated & creepy ". I said there is less traffic in Orchard Park than McKinley Parkway. I then had questions about my bill. I tried to show her an email I received about my adjusted bill that didn't match my online bill. She shoved my phone back at me and said" I don't know why they send them out, they are never right." I tried to explain that I just wanted an explanation of my current bill, she said " don't pay anything until the get my next month bill for an explanation because she doesn't know."

So, I've dealt with abysmal customer service, and usually I am sympathetic to the plight of…read morecustomer service reps on the phone ;especially retention reps) because the company sets them up for failure. Not this time, I cannot in good conscience allow for the utterly rude and dispicable actions of the rep "retention" reps I dealt with. So, quick context, a smaller local company that offers vastly better price points for superior service for my needs became available, I opted for that company without a moments hesitation, but I waited to cancel charter until after I had cancelled in the hopes of making this process as simple as possible. I was vastly mistaken. The first time I called I started to get asked extremely inappropriate personal usage questions, things that are NONE of charter spectrums business whatsoever, when I asked if I was required to answer these redundant, pointless questions the rude and snippy rep said that if my equipment was already returned I could avoid the ludicrous cross examination. So the literal next day I went to the charter store down the street, not allowed to return my equipment there, I had to go to the UPS store a literal block further down the road...... why????? To make cancellations more difficult, period, that's why... So I get my equipment returned with RECEIPTS, and I wait to call again until after I confirm they have they garbage modem and equipment. I call again, thinking it would be easier The rude, wolf of Wall Street wannabe sales jerk (I'm trying not soften the language I want to use trust me) starts into the EXACT SAME questions, and I immediately state that I was told it would t be needed if I returned the equipment, looser wannabe Jordan belfort tried to avoid answering while he thought he was selling me back my pen and the I asked, point blank, "yes or no, do I have to answer these questions to cancel my service?" I was met with "it isn't a yes or no situation " EXCUSE ME YOU PRICK!?!?!? I had to resist with every ounce of my being not to answer with my the most uncomfortable answers about my "internet use" to make his "it isn't a yes or no" situation a little more "fun" for me..... This company is a quasi regional monopoly and clearly their retention "customer service" reps are a reflection of this.

Had to return equipment so did my daughter was early and didn't have to wait long was fast person…read morewas helpful and quick cant say that much great job today Spectrum

Amazing customer service at this location…read more Corporate cusomer service 0/0. LOCATION: Paula and later on Jamie (i believe) were absolutely wonderful! Yesterday I was there to upgrade 3 cell phones and start one new cell plan. Whoever thought the mirror thing to confirm if there was damage to the old phones is a complete idiot. 45 minutes for 3 phones because it kept getting errors! What is wrong with trusting your employees eyes to confirm there is no damage to the trade ins? Why waste your customers and employees time? Paula was apologizing for something that wasn't her fault. Then, the 4th phone was flagged as fraud because there were already 3 transactions done. Are you kidding me! So Paula offered to hold the phone so i could go home and call 611 to try to get the fraud removed which they guessed would take about a day or 2. Again, both apologizing for corporate policies! CORPORATE: Now, here is where I get pissed. Short version. Call 611, Get transferred to fraud. Fraud tells me it's not really a fraud just a flag that I would need to order the 4th phone online and have it shipped (FROM THE STORE THAT I WAS LITERALLY AT 30 MINUTES BEFORE!) or sales and order over the phone! WTF!? I asked if someone could just remove the flag and i could go to the store and just buy the phone instead. No. Is there a other department that could help? No. Wow, thanks for nothing. I said if I go to the store Monday to get the phone will it still be flagged? Hmm, I don't know, maybe, maybe not. Awesome. So helpful. After fuming, I order the phone online. Now, knowing Paula is holding the last remaining model for us I try to find a number to the store. No luck (that is annoying btw). Call 611 again (because they were so helpful the other time...) ask if I could be connected directly to the store I was dealing with to let them know I made the purchase online and about the phone being held, in case Paula wasn't there Sunday or Monday. Nope, and was told they would figure it out. Really. So, back in the car to drive back to the store. Thankfully Jamie was still there and I explained that I ordered it and he said he would take care of the hold and let Paula know. He again apologized. The in-store employees that I dealt with were incredible. The corporate employees are useless and the policy with the mirror and having no way to directly contact the reps in the store is a waste of time for the customers. So my whole ordeal wasted an entire afternoon.

I got an amazing deal on my Internet and phone service. Thanks to Daniel in Albany, New York.read more

The people who wirk in customer service are brutal! All su shine and rainbows when they answer the…read morephone but after you tell them your story, no empathy! Absolutely none! If you look at their rating you'll understand my point! Horrible to have to deal with!

Christy (Niagara Falls store on Military) was informative, efficient, helpful and saved my mom…read moremoney on the 5 th anniversary of my dads passing. What a bright spot in our day! If you go there, look for Christy because she is a gem!

I had a great visit getting my new phone. Josh the manager was excellent and helpful, Jim was quick…read moreand knowledgeable. They did outstanding!

I Went to the store on the advice of a Spectrum employee I had spoken with on the phone. She…read moreoffered me a promotional deal where if I switched over to Spectrum Mobile she could offer me 12 months of free service. I would have to purchase the phone and pay for that every month, but my service for 12 months would be free. When I called Spectrum I called because I was going to terminate my home phone service. This servicer talked me out of it, gave me a better price on both my internet and the home phone and then told me about the deal on the cell service. So... I went to the store and explained to the representative what had transpired and told him I would like to take advantage of the deal. So then another representative came over...not sure if he signaled her or not, but she came over and butted right in. She asked for my cell number and I gave it to her. I also told her the service I was currently with. So we followed her to the desk while she looked it up and the first thing she said is, well, you are still past due on your account so you will have to clear that up before we can do anything. She said it would be better if I paid in cash because otherwise they would have to ship my phone. My past due balance was $120. something so I agreed. I really did not have that money to spend because of my situation but since I was there, and it was very hard for me to get around, I agreed to pay it. So, I gave her the cash and she took it. I got a receipt. So then she informed me that my monthly bill would be $63. and something each month. So I asked her how that could be. I was told service would be free. She told me that the phone was $40. something and that I was NOT ELIGIBLE for the free service because I never really cancelled my home phone. I didn't feel like that was my problem. The servicer still offered me the deal and Spectrum should have abided by what she said. Then she said I would have to pay $250 something if I wanted to have them ship me the phone and I was shocked. Never Never had I had to pay that much on a phone. I guess I will have to give you an explanation about my current financial situation. I am an independent contractor, and I am a caregiver. Back in November of 2021 I fell just 2 weeks before I was to have hip surgery. I was in Florida on vacation to relax before my surgery when I fell (I fell very hard) coming out of a restaurant. It was my last night there. I got up from the fall, got in the car and went back to my sisters with no problem. Next day I was fine once again, got on the plane and came home. I went to bed that night and when I woke up, I was in horrific pain and could barely walk. So, when I fell, in the seconds I had while falling, I shifted my weight to the left side as to not hurt my hip anymore. Six months earlier, I had my right knee replaced which I didn't want to hurt either. I called the hip Dr. not knowing who to call or what to do. He told me to come in and when I did, he ordered an MRI and gave me another appointment to come back for results. So, mind you I could not work. Long story short I ended up having TWO back surgeries in the span of a little over a month. After the 2nd I came home, had a brief session of physical therapy there until I was graduated to outside physical therapy. All this time I could not work, and I had NO INCOME. Finally, I was able to visit the hip Dr. again to schedule that surgery. At that time, I was told he would like me to lose 20lbs due to the risk of infection. This was the 1st time he had ever mentioned this. I agreed to do it and was referred to a Dr. that could help. I went to that Dr. I lost weight every month continuously, but it was only 3 or 4 lbs. a month because of my situation. I could not exercise, I was home constantly, and I won't lie it was not that easy. Biggest problem was not having any income. Still. I explained to both of the servicers looking at my account all of this and invited them to look at my account prior to this life changing incident. They could see that I paid my bills and had a very good history. I told them that no one that I owed would be stiffed and that when I got back to work everyone would be paid. The girl at the store did not care. She had taken my money for my past due balance and now was telling me I would have to pay just short of $260. to complete getting a phone. I AM SO PISSED, and I am not going to stop until something is done for me. If they do not help me, I will switch everything. Those 2 store reps stood there looking at me like they had really gotten me. I felt like they lost a very good customer for their employer, for life, and unless they figure out something today when I phone them, they will have done just that! I would really rather not switch right now because it is a hassle. I have surgery in 2+ weeks. But don't underestimate. I absolutely will if I am not satisfied.