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December 2023 by Ezekiel C.
Attempting to return the equipment to them. There's a spectrum store near me. But I HAVE to drive 45 mins/29 miles (one way) to drop it off at a UPS store?... makes no sense.
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December 2023 by Sara T.
If ai could give negative stars I would. Internet WiFi Service is spotty at best, tv was a blast back to 1990s, and they customer service in the store is even worse than the actual service itself! So glad fiber has finally reached Jacksonville, NC. The switch was an easy decision.
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November 2023 by Jenna Brinx
This African American is absolutely lazy lmao man sanitized his desk several times stood around then helped 1 customer & went Into the back. This place is horrible. & that old lady is rude
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November 2023 by Amaya Honegger
DO NOT GO TO 2001 Marlin Dr, Jacksonville, NC, 28546!!! Horrible customer service, supervisor incredibly unhelpful. All people in there working were extremely rude. I have worked in customer service myself and even on bad days I would never treat any customer in the way we were treated today. If I could leave 0 stars I would. That being said, as soon as we left, I ended up calling customer service to speak with someone who could actually help us. We spoke with Susan and she was so sweet and very helpful! I would definitely leave 5 stars for her! She helped us do exactly what we needed and the people in the spectrum store should aspire to be just like her! Thank you so so much Susan! The people in the actual store should not be working there.
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November 2023 by A M
I had a great experience at this store, but also made a reservation online. There were about 12 people on the list ahead of me when I walked in, but it seems having a reservation helped because my name was called within 5 minutes of checking in. The equipment exchange took another 5-10 minutes and I was on my way. Terrill helped me out and was friendly and helpful. The key seems to be making that online reservation. If you do that, you’ll save yourself a lot of frustration.
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November 2023 by Mary Phelps
Our last appointment went well and was expedited. They weren't busy in mid afternoon and had plenty of staff. When we arrived we were called back immediately and had professional knowledgeable help with our cell phones. They had what we wanted in stock. We didn't buy accessories due to lack of quantity and higher.prices. We have internet. We used to have cable but to see almost $100.. A month, We canceled that service and returned cable box. We use apps.
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November 2023 by Mason Lineberger
If I could give this place a lower review I would. The customer service was absolutely garbage. The line was way longer than it needed to be only at the fault of the employees. Employees were just standing around without a care in the world, texting on their phones, and would just disappear for 15-20 mins at a time. I eventually just left because I didn’t have more time to waste. The only reason I’m giving this place a 1 star review is because Google won’t let you leave anything lower. Probably the worst customer service I’ve ever experienced in my whole life.
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November 2023 by Corey Chidester
The workers here are very friendly and I have no complaints with any individual working at this store.The rating is for the way Spectrum conducts business and how I can speak to 3 different people over the phone and or in person and I get 3 different answers.Never again will I conduct business with Spectrum within my control.
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September 2023 by Krys J
As if the other reviews don’t stress this enough, PLEASE make an appointment before visiting this location. Store is packed, barely anywhere to sit and I’m about 45 mins in waiting just to drop off a router, and still have 12 people ahead of me. Wish I had read the reviews before coming.
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September 2023 by Jimmy McCoy
I won't even talk about how long the wait is, or how you can watch the reps handle one person then go to the back for a 15 min break afterwards. Let's talk quality of service. So I go in to switch to choice 15, pick out our 15 channels get a new box and ask is my modem outdated. He answers yes, I will order you a new one. Couple days go by, the new cycle starts, the box shuts off, call spectrum for activation. I call in and find out that I am only signed up for 1 of the 15 channels, the box cannot activate cause the system sees that the modem needs upgraded and you guessed it, it has NOT been ordered like he said. So now I have to wait for a few days until the new modem comes in. Why it won't work with the old modem(that is working fine) I cannot say. But the quality of the job is poor. Consider if you got to take a 15 min break after each customer, how happy would you be?
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August 2023 by David Burger
Do not come to this location without a reservation, if you think you can easily drop in to drop off your equipment, plan for a hour wait.The store is well kept and the staff are friendly enough. The throughput is terrible. There should be one line solely devoted to equipment returns. As I sit in the store right now, the same four people have been at the counter for over 15 minutes and the majority of us are just trying to drop off modems.
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August 2023 by Fred Worthington
Had an appointment at 10am arrived at 9:45. Doors opened at 10am and spectrum rep called my name and appointment time and they took me right in. I was assigned to Leia and she ask what I needed and I informed her I needed to turn in 2 cable boxes, get new router and switch my TV program to choice plus 15. She understood my needs and was very professional and completed everything I needed in 19 minutes. Big thanks to her and the staff this morning for being prompt and professional.
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August 2023 by Ryan B
Wow I guess I got lucky today. Pulled up, walked into the store where Joshua took my equipment from my hands without saying much. Processed my returned equipment in less than 5 mins. Nice job! I must've went at a slower time that's not as busy but i gotta say this was a great experience!
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August 2023 by Lava Doc
Your turn around time for customer service in store is insane. You’re looking at 30 minutes per transaction with a 10-15 minute break in between. Your associates are more concerned with small talk vs expediting service. You guys need to do an audit on this process because it’s a huge failure.
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August 2023 by Carl Westerberg
This is the worst store I have ever been in. I was in the store for an hour and a half before I was called up. The worst thing I saw was people that were signing up for mobile service took at least 45 minutes. I get better service chatting online but I had to return a piece of equipment that was it.
