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November 2024 by Ellie Nagele
I visited your store on 11/21/24 at approximately 6:00 PM with the intent of upgrading my phone through the Anytime Upgrade program that I pay for monthly. Unfortunately, the phone I wanted was out of stock, so I opted to order it for shipment instead. During this process, I was helped by a representative with a ponytail and glasses who began entering my information.
At one point, she paused and asked if I was using the Anytime Upgrade program. When I confirmed, she spoke to a woman seated at the front of the store. The woman, without checking any further, loudly and rudely claimed that the Anytime Upgrade could not be used for online orders, over the phone, or in-store. This was extremely confusing to me, especially since I pay for this service monthly.
Feeling misled, I left the store and decided to call customer support. The representative I spoke with confirmed that the Anytime Upgrade program can indeed be used to order online, over the phone, and in-store. He also mentioned that the staff member who spoke to me likely had no commission incentive for such orders, which might have influenced her response.
I am disappointed by the unprofessional conduct of the woman at the front desk, particularly her loud and incorrect statement, as well as the confusion it caused. While I appreciate the gentlemen who actually questions her but he thought her statement was correct II believe the misinformation was unnecessary and should be addressed by your management team. I trust this experience is being documented in my account, but I wanted to share this feedback to ensure future customers do not face the same frustration.
Thank you for your attention to this matter.
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November 2024 by Angel Torres
Terrible service I receive yesterday I finish loosing money for their mistake never get to this store again
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November 2024 by Matthew King
Immature, condescending employees
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October 2024 by Rosemary king King
The Dominican guys that works in the representative there was super disrespectful to my mother she senior he call her all types of disrespectful name . My mom is Puerto Rican he called piss of immigrants went he is a immigrant himself but let's no go there . I can't believe that the other representative didn't say nothing to him . Shame . I think this man needs to be fired I will report it to corporate.. that happened today October 3 2024. I told my mom never to pay in that place.
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September 2024 by Izaac Ochoa
Store associate was rude. made me take out the enpty boxes from returned equipment from their delivery and wasn’t helpful with finding my product.
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August 2024 by R Yourmomma1987
Horrible customer service
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August 2024 by Jamie Moreno
Your customer service rep call Majesty has a nasty disposition
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August 2024 by Amsale Damte
I am mortified about the customer service I received today at Spectrum Irondequoit story. The day was Saturday, July 27th, 2024. It was around 3:00 pm. We went to the store with my husband, twin daughters, and mother. We came because we need help with our cable and internet. A very polite worker greeted and helped us, and everything went well. He explained to us what we could do. Then, another worker came over. That's when everything went downhill. He came over to us and explained everything again like we were children. When I tried to explain that I understood, he said, and I quote, “ I don’t want to listen to you.” I was appalled, but I wasn’t the only one who was. My daughters had matching faces of shock.
I had never seen my mother so surprised in my whole time of living. He was rude and unprofessional, had no respect for the customer, and even treated us like trash. I have never been so disrespected in my entire life. When I asked for his name to report him, he said, “ I don't want to tell you.” I am still surprised by companies like SPECTRUM, which hire unprofessional employees like him. Luckily, the worker initially helped us again, and we moved on. Usually, I would not condone such ludecrice customer service, but I was with my family. You bet I would give 0 stars if I could.
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August 2024 by Ashlee Marie
Their internet is trash , they need to do something before everyone switch . I switched to frontier fiber and I have had them for over a year not a single issue I get 500mpbs plus some every time!!
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June 2024 by John Kozlowski
Bad service with no current I'd
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May 2024 by angeshift
Went back here twice trying to get a new phone and was not successful because these people don't know how to operate their own computers and follow their own procedures. This store on east ridge road is a cluster puck of idiots ! Do yourself a favor and avoid this store totally! Called customer care and they don't want to do much to solve the problem eitherThis is a frustrating problem for sure ! You might be saving alot of money with these idiots but customer service as I'm finding out is very bad ! Choose your service wisleyThey want you to contact them on FB which I tried and got no response at all
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May 2024 by Michael Maley
This place is always a nightmare and it considerably worse that going to the DMV. Nothing is easy and the attitude is off the charts. I went in to simply turn in my modems. Spectrum sent me another one, unneeded, and I brought that one back in the original box as well. They told I had to take it all out of the box..fine. Then they told me I have to take their empty box with me...I said don't you guys have a dumpster and they directed me to go to the end of the plaza with their junk. So my last experience with Spectrum for good will be taking out the trash for them. You are welcome guys.
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May 2024 by Ben Bodner
Multiple breakdowns by Spectrum when trying to set up new internet service today, including several by employees at this store.-I made an appointment at this store to pick up my new modem for new service. No indication that a specific model of modem was needed or which models are in stock at which stores.-Picked up the modem at this store. Store employee just handed me the modem, did not ask any questions about the type of service I was signed up for.-Went home, plugged in modem, called to activate it and was told that my modem was the wrong model for my speed of service. I asked the representative if the correct model could be shipped to me, and was told "No, just go back to the store and exchange it."-I go back to this store, and tell them what the phone rep said, and they look at me like I'm crazy. Store employee: "Do you mean you need a router?" Me:"No I have my own. They said there's a different model of modem." Store Employee: "We only carry one type of modem."-I call back customer service while at the store, confirm that this is the wrong model number and hand the phone off to the store employee, who all of a sudden is aware that there are multiple models and the one I need is just out of stock at their location. Not sure when it will be in stock. Customer service on the phone suggests that the correct model be shipped to my house. I had already asked for it to be shipped on my first phone call when still at home and been told "no".-I try to hand the modem I received earlier back to the store employee, but they told me they couldn't take it back because I hadn't received my new modem yet so the system wouldn't allow them scan it back in, and I would have to come back to the store a THIRD time to return the modem.Each of these bullet points was a breakdown that should not have happened where Spectrum did something wrong. You should not be able to make an appointment to pick up equipment at stores that don't have that equipment. Store employees should know the products they are handling. Customer service agents shouldn't give misinformation about a customer's options. I shouldn't be asked to waste more of my time driving back and forth to a store unnecessarily because you're system can't scan something back in yet - that's your problem to figure out. And at no point in all of this did anyone from Spectrum offer to compensate me for my wasted time and money.
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May 2024 by Gmail Acct
5 stars for the employees at the location.0 stars for the internet service.Paid 99.99 month with promo for top tier speeds. Was great till they started doing maintenance and upgrades. Had a week of spotty to no service with no resolution.Switched to Verizon 5g for 45.00 a month bundled into our cel plan. Verizon service is faster with more reliable service for less than half the cost.
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April 2024 by L Moon
Customer rep Majesty was so rude. Right before I was called up, she hurried off an elderly customer as if he was annoying her already. After starring at the computer for 10m she says she couldn't help.me downgrade my service. Majesty and another Co worker spoke about another employee calling off and hope that she was in a better mood this Tuesday.... Ummmm REALLY!!! I have to listen to this garbage for 10m and now to be told to call the 800# for help. INSANE!!! I will never return to this dramatic location acting like highschoolERS. Tighten up on the customer service. My cable bill is too high for this nonsense. I was told by the phone rep to go back and talk to a supervisor. Ha ha!!!
