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December 2023 by Christian C.
Terrible/rude customer service. 1 person working, whole store full of people. Wouldn't recommend to anyone.
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December 2023 by Justin M.
Every single time I have visited this Spectrum store in recent years I have had horrendous customer service from one staff member in particular, Donna, who I believe might be a manager. This unbelievably rude woman told me to "F***" off and get the "F****!" out of HER store! This is because after she refused to help me with a simple account management issue (I was giving her a confirmation number that she needed). she told me I would have to come back three days later to generate a new code in the system, but I told her that was incorrect I can get one right away. The other staff member standing behind her was in agreement with me that I could get the confirmation number again right away. I proceeded to go to my car to generate a new confirmation code to give to her to put in her system and she told me that it wouldn't work I'll have to come back another day. This was not the case and to prove it, I went to my car sat down got a new confirmation code and went back inside to give it to her. That is when she flipped out on me. I was so calm cool and collected at first, but I cannot stand an intimidating bully in a position of power who treats a customer so disrespectfully just because they can. if someone is going to have a position of authority in customer service, they need to understand basic respect for the customer, which is earned. I did want to say that I gave one star at least because all of the other staff members (some brand new in training) were so appalled at her behavior and very apologetic to me and they were all very helpful and nice to me before my dealings with Donna. I don't know how she got a job and Customer Service, but I told her she's not going to intimidate me from her position of power! I don't understand how someone can refuse to serve a loyal paying 25 year customer at a public utility establishment? Just a warning, call the 800 number, don't go to this location because they won't help you!
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November 2023 by Cortney B.
My Daughter went to the spectrum store to do an early upgrade which she was eligible for when doing so she went into the store and was immediately approached by lady. That was extremely rude and disrespectful. When My Daughter asked to speak to someone else, she told her that nobody else in there wanted to help her either as she proceeded to call her a very racist name that starts with the letter N as you can imagine My Daughter left the store very upset as was I so I went in to speak to a manager when I get to the store I'm told there's no manager there because they're shortstaffed so I proceeded to go to the only other store that we have in this town to be greeted by a manager that was just as rude just as nasty and really didn't care about the complaint that I had from a customer that is paying almost $400 a month for services through this company not to mention My Son went in to do an early upgrade yesterday which he is eligible for and was denied service for no apparent reason. Phone was in perfect condition. The bill was paid up-to-date and there was no reason he couldn't get an early upgrade, but he walked out of that store without a phone last night, when I called customer service they treated me just the same wanted to argue with me tell lies and not connect me to a member of management. I am so over this company and they rude services and the fact that nobody does anything to correct this there's no reason for this to go on, and I refuse to continue to give my money to somebody that's going to treat , another human being this way and that and the company allow it
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November 2023 by Zurit Sequeiros
I'm a client for 5 years in a row and this new people that are working now approach to me in a bad way, it looks like they don't want to see clients at the store and to be honest need to replace these people.
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November 2023 by Carol H.
All of a sudden our internet went out. I called and they said our equipment was outdated so they shut us out. I said why in the world would they just shut us off without calling us first. They turned our boxes back on but I had to have a technician over. They told me the upgrade would be free but the technician said it would cost us 15 more per month for the new boxes. He also told us there was no need for new boxes, ours were fine. He tried to stop the shipment of the new boxes but they came anyway. Then I have to deal with sending them back which was actually easy. I called spectrum back and they said they were just trying to upgrade people. BS !!!! NEVER trust what they say at face value. ALWAYS double check. They are liars and thieves. Shame Shame on them for trying to rip us off !!!!!
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November 2023 by Mike Wheatley
Needed a replacement remote for my mom and showed up 5 minutes before store opening time. 4 people already waiting outside in line but they opened right at 10am and had 6 associates taking care of customers. I was in and out in less than 5 minutes. Well done spectrum!
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November 2023 by Garrett Burcham
Sales rep - (Lexington, KY) - set up at grocery store scamming customers. Plainly stated there was nothing we signed up for after talking to her at the store. A couple of days later we received a receiver and paper stating “Billing for all services will start when you activate any of the equipment or 10/24/23.” The employee bold face lied to us. Luckily we got the services cancelled before we were charged.
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November 2023 by Dennis Thorpe
I. have my telephone through spectrum and my phone had gotten stolen the night before. I visited the office on Nicholasville road. After a 20 minute wait, I finally spoke to a representative. She greeted me ok, but when I told her what happened, she had no empathy. I wasn't requesting a new phone, only a SIM card that has my same phone number on it as I have had that number for over 13 years and I have everything tied to it. She was less than helpful and said that I had to pay off the phone which was over $400, which I was unprepared to do. I talked to the people on in the call center over the phone, but since I was making a WiFi call, the call dropped twice, so I went home to regroup. I then went to the other Spectrum office on Sir Barton Way, which only one person was there working, but I was the only person in the office so I immediately got waited on and after talking to the representative there, she fixed me up with a SIM card with my telephone number. If I had gone there first, I could have saved about 5 hours of my time and had lot less stress.
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October 2023 by Courtney M.
I wish I could give negative stars. I work from home and rely on consistent internet service and Spectrum has not been holding up their end of the deal. I have been a loyal customer for 17 years. I've been forced to cancel when yesterday my internet was out for 6 hours, of which I lost income, and they credited me 20 dollars. I spoke to a condescending manager who refused to reimburse me because they only credit for service, not for loss of income. Piss poor customer service.
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October 2023 by Wendy H.
Jason ( if that's his real name), at the Richmond, Kentucky store was the rudest CSA I've ever experienced. Their prices are ridiculous. $300.00 for phone, cable and internet. AVOID SPECTRUM at all costs.
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September 2023 by Sofia Mena
The young woman that took care of me was rude and had no knowledge. I told her that I had paid in advance and she continued to say that I did not. At the end of the day, I just got a refund because I had indeed paid in advance.Bad attitude and NO knowledge of the product that she sells.
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September 2023 by Brittany Robinette
Did not have much knowledge in store about equipment that's a big issue had to call the 800 number to get assistance and was even told by them they don't train the store staff for anything but sales.... umm but shouldn't that require knowledge of the different equitment?... one would think..
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September 2023 by Moss Resarf
Absolute garbage service. Embarrassing really. No wonder Disney doesn't want to be affiliated with them. Internet has gone out the last 4 nights and they just claim it's out with no reason. I was told it would be fixed at 6 separate times throughout the day and now they've just taken the time completely off. Horrible business, have Metronet coming tomorrow they're cheaper and everyone who's had both says metronet by a mile.
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August 2023 by James Jefferson (Jay)
(1) The kiosk did not work and there was no sign on it telling customers that it did not work.(2) The store only had 5 of the new Advanced WiFi Towers in stock.(3) I left hesitant to come back to the Hamburg Spectrum store.
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August 2023 by Linda C.
Horrible!!! They raise your rate every month. Dont think about calling them over the matter, you'll be on hold for 1.5 hours. Worst customer service EVER!!! Go with MetroNet or T-Mobil.