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January 2024 by Zelda Alimoot
Horrible customer service. Waiting an hour to pay my bill. Machine does not take cash, customer reps slooooowwww. No manager on duty to help move customers along. Someone roaming the floor asking people “what are you here for today?” That doesn’t help the line move….Now down to 1 working rep. Come on Mililani, you have got to do better. Line is now 15 deep….
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January 2024 by Tiare P.
There was a difficult customer who screamed for hours at the workers because her phone was broken! I think the staff did as best as they could BUT management should have stepped in! It was HORRIBLE waiting for so long and having to listen to her screaming. Management should have made the customer leave! She was cussing etc and that was just acceptable!
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December 2023 by Tom L.
Spectrum recently updated my internet sped from 25 mb to 100 mb. You would think it would be faster. Well you would be wrong. Now my connections seem to be slower. It is 5:44am in the morning and when I do a search it takes forever for the connection to complete.
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December 2023 by Randall I.
Mililani Town Center location of Spectrum absolutely SUCKS! Their "customer service" I beyond atrocious! We walked in to just pay the cable bill, with the intent to use their kiosk. After our second attempt to use the kiosk, we had to ask one of the workers (who daw us go to the kiosk & wasn't helping anyone at that moment), "Is the kiosk not working?" To which se replied, "No, it isn't." Well, why the hell didn't you say something when we walked up to the kiosk & tried to use it?! And by the way, why isn't there a simple sign that says the kiosk is out of order?! After the worker told us the kiosk wasn't working & standing there for a minute or two, fully expecting her to say, "I can help you here" because there was nobody waiting to be assisted.Seeing as we were basically being ignored, I walked back to the front to sign in. After I was done, she asks, "Did you folks sign in?" Why don't you look at the damn electronic board to see who was next, then ask if we were the name on the board?! What is wrong with the staff at this location?! To me, everyone at this location doesn't like their job & certainly doesn't care about the customers!We have NEVER had anything that could resemble good customer service at this location.
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November 2023 by Bodie Baker
By far the worst internet to be offered, I’m a service memeber and they have a choke hold on what internet we can get on post and it is always down for them to say oh we’re seeing nothing on our end. Not to mention they try to scam soldiers into paying 80$ a month for internet when I went to a store and got offered 54$ a month after telling them “no I just want internet” to everything they offered. In the past month I’ve had more than 50 disconnects to my service.
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November 2023 by micah ani
The wait for the next representative at the store to return an old cable box is longer than their promotions. They should offer daycare services. They could make side scripts and be the 17th screen for mililani theaters. Get some mochi crunch and popcorn up in here while we wait. Put in a reservation, then go eat dinner at Ruby Tuesday and watch Monday night football. Play the over on the wait time for when your name gets called. DMV +3 vs. Spectrum, whose lines are longer. Literally watched the entire movie The Departed while waiting and seen choke ppl depart from this bish. The Spectrum reps here have the record for the lowest turnover rate in the entire customer service industry.
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November 2023 by Jamilah Aquino
First off, I would rather give no stars, but it isn't an option. And I apologize for this long winded review, but it was the only option given when asked who to escalate my complaint to.I went to the Mililani store after making appointment instead of waiting in a really long walk in line. I just simply wanted to return a cable box that was no longer working and asked to have it removed from my account. Unfortunately, the representative, Teresa, thought that I wanted to change my complete cable tv package and was then locked out of a grandfathered plan. And proceeded to place a note on my account that I asked to have my bill lower, which I did not do at all. By no means did I give her any permission to change my account with the exception of removing one rented cable box. As I walked out the door, my family at home notifies me that we lost our premium channels, so I walked back in and Teresa told me and showed me that she didn't change anything and adamantly said "she only took off the box." And that it was a technical problem and I would have to call. So I did, and when I did the customer service representative informed me that my account was changed from my silver package to a less expensive package and that I had asked for the less expensive package because I said that my bill would be lower. I only said my bill would be lower because it was one less box on the fees.And again, Teresa is the only person I authorized to do anything with my account before calling customer service. So while still on the phone with customer service, I went back to the store again as advised by the phone customer service representative. This time Teresa was on lunch and I asked to speak to a manager and was told by Jackie, that there was no manager on duty, so I asked for a supervisor and there was supposedly none to be had either. And that the manager was on vacation until Black Friday. Then both store representatives looked at my account along with the phone representatives and supposedly there was discrepancy in the system. Because what the phone representative was seeing was different from what the store was seeing. So my issue was resolved by customer service over the phone.Nevertheless, the phone representative was much more helpful than the in person representatives, so what is the store there for? Every representative I spoke to said that the store should have a manager, well I wasn't given the opportunity to speak to one. The representatives at the Mililani store do NOT have good service skills and should probably be trained on how to handle a frustrated customer instead of sending them in circles. One simple thing turned to something much bigger than it needed to be. Ridiculous!
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November 2023 by Chrisha Shinno
Isaccc been soo amazing and patient with my account and the numerous phones calls he needed to make because of my situation on my acct. ty soo much for great customer service ! It minus the long wait but was worth it ! Isaac is amazing and so was the female on Saturday that helped me and my dad .
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November 2023 by Chase Neal
Absolute trash service in store. Like if I could give no stars that would be more appropriate.Been here since about 6:30 pm and it's now 7:30pm, they close in 30 minutes. I'm gonna be so pissed if I am told to come back tomorrow. I ain't got the time to sit here and wait again just to exchange my equipment.And before the owner sends a response of "let me look into this problem further on how to fix it" LET ME TELL YOU HOW TO FIX IT, get more employees in the store.To anyone considering coming here in the future do not waste your time if there are only two employees working, you will be here for HOURS.
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November 2023 by luis m
I was informed to exchange my current modem and that the process would only take minutes by a spectrum customer service phone operator. She was right - the whole exchange took 1 or 2 minutes. Turn in my old modem, scanned the new, signed, and left. 1 or 2 minutes.Unfortunately, I waited 1 hours and 45 minutes for a 1 to 2 minutes transaction that I was told to do or risk losing connection. Poor management and poor processes. Nice people, but is a minute transaction for a paying customer with a 1 hour and 45 minutes wait worth it?Horrible experience, horrible management.Edit: They told that my modem would be activated. They were wrong. I had to call to get it activated. I have to emphasize how horrible the in-store service was. Pure incompetence. And I solely blame the store owner who has apparently seem the last 7 plus months of similar reviews and had not done anything.
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October 2023 by Black D.
I sign up for Spectrum internet service that was $49.99 a month for 3 Years. Before signing the contract, I reconfirmed with the store associate that it was $49.99 a month for three years. Now, at the beginning of the third year, Spectrum Internet raises their monthly bill to $64.99 a month. I called their billing Dept and they are saying that my $49.99 is ending, charges went up, and go read your contract. I believe that Spectrum is practicing deception and entrapment and is unethical business practice. Also, I have no way of getting out of my contract. Definitely going to another cable Internet carrier. Plenty out there. I place an official compliant with the FCC, FTC and BBB. Big company like these should be fine heavy for fraud.
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October 2023 by joshua drake
I got here on a Friday at 1:13 PM. It is now 4:04 PM. I still haven’t been seen. I have my kids with me and they are losing their minds just like everyone else here. Also, their client tracking system doesn’t work. It randomly drops names and adds people in the queue in front of you.To sum it up, management at this store is completely inept. If higher level management sees this they need to intervene. By far the worst “internet” related experience I’ve ever had. Truly deplorable.
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September 2023 by Stephen T.
I went to spectrum in the town center yesterday, @130 to turn in a cable set top box. The wait for service no matter how short(even if you were just picking up a remote) was est 100 minutes. I got to see the service/sales specialist in about 90 minutes. But someone in upper management is missing the boat if they think this is customer service. I'm 69, there were some older people that just had a diff time signing in and making sure they were in the que. Much less if they didn't have a cell phone to get a text message to let them know their turn was coming up.I'm giving it 2 stars only because the service specialist Tanner was on it!
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September 2023 by Patricia Poston (Patti)
A sign on the entry door requesting patrons to sign in would have been more convenient. Unaware of the sign-in kiosk (people standing in front of it) 3 representatives loudly told us to sign in, which is fine, but a bit embarrassing. Other patrons followed suit, also unaware to sign in, after hearing the outbursts.
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September 2023 by Sandi A.
Attention!! Spectrum makes it seem you're not paying so much but realistically they are extremely expensive.
