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November 2023 by Caroline D.
If I could give us zero, I would. We have had spectrum for years. We are on our day 16 of waiting for our internet to be fixed after neighbor lawn crew cut cable (which is supposed to be buried at least a foot underground). 16 days of no wifi, no TV, phone etc. And each time you call, they have no answers. Set appointment dates and no one shows. Pure insanity.
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November 2023 by Adrianna Viegas
have called them twice now both 1hour long conversations at least. nothing has been fixed. no wifi in my apartment and no one will come out to look. don’t bother trying to call for assistance. paying for wifi that doesn’t work
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October 2023 by Jason S.
I am trying to purchase spectrum internet service. They have no showed for 2 appointments. They have an installation team that I am not allowed to call, they can only call me, and they are not calling me. I am trying to purchase their product and have spoken to 15 different customer service reps and no one knows what is going on and why I am not getting service. Worst experience ever!
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September 2023 by Derek Dammann
This store was night and day different from the Western Hills store. Greeted right away, helped right away... Will was super patient and thorough about getting my data transferred to my new phone. Highly recommend this location!
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September 2023 by Bonnie Lynn
No problems or concerns today. Everything went well. Good customer service. I got what I came for.
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August 2023 by Jennifer R.
had a very concerning experience with spectrum this evening. Moved to Cincinnati and setting up new service and wasn't able to get our cable channels. And so it said "limited service " so I called and I was told by the person I spoke to at spectrum (I dialed the spectrum number through the spectrum app) that there was a hold on the account and she wanted a lot of very specific information about us to verify my identity and stop the hold, which she told me she had the exclusive power to do --And after giving our security word, and multiple previous addresses and my birthday, I was asked to either send or a copy of or give my drivers license number which I refused to do. ( we are talking about cable and not international banking, ). When I called spectrum back, I was provided with my Internet and cable connection and then connected to a manager who said that was the fraud protection branch and he couldn't say what their practices were. No, it was spectrum. I get CYA, but I believe one of the spectrum employees is involved in identity fraud. i'm probably switching cable companies, but be careful out there my friends. nobody needs that kind of information on you particularly so you can watch the news. And I hope the company is dealing with it aggressively, although they would certainly not share that with me.
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July 2023 by Sam O
I had the best experience with employee Lee. He was so incredibly helpful. He helped me change my plan, got me a good price reduction since we were definitely over paying, and told me about all the promotions and such that could help me save money. FYI, he did this all over the phone with me! I had a seamless and easy experience and didn’t have to stop in the store. 10/10 will be asking for him again!
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July 2023 by Klohie Bullock
My partner and I got upgraded phones. The gentleman who helped us was very courteous and was helping 90% of the customers at the same time. It did take 2 hours to switch our phones over completely and our two 5 year olds started getting bored but, other than that had a great experience. Thank you to the guy with the braids, kudos for doing such a good job!!
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June 2023 by Mark N.
Zero Stars is pushing but I HAD to select a Star.This has been the absolute WORST experience I have ever had with a business. Depending on who you speak/chat with, the information varied. One agent told me that after the promotion ended, I could just take another available promotion. The next time I called with additional questions, that agent told me that promotions were only available to new customers. She told me that all I had to do was connect the equipment to my devices. When the equipment arrived, I realized from the instructions that someone had to install the connection line to my house, it was not a 'hotspot' connection! That service could not be provided for several days. Since this was becoming more problematic than it was worth, I decided to just cancel altogether. I canceled the service. Instructions emailed on how to return the did not include how to return the equipment so I called. The equipment arrived via FedEx but returns are to UPS! All I had to do is return to a UPS store and they'd handle it. Upon walking through the UPS store door, the clerk immediately asked if this was a Spectrum return! 'We get a lot of those!' She instructed me to hold on to the return slip like it was gold as it could not be reproduced and they could say I never returned it months after the fact.About two weeks after canceling the services, I received a bill via email. When I called about a full month's billing, I was told that I would have to pay even though services were never established and the account was canceled. I pressed for a supervisor and was advised to call the customer solutions department. Upon speaking to Angel, he notified me my account had never been canceled! He canceled the account, provided me a confirmation number and promised an email verifying the cancellation. I have yet to receive that email (20 minutes ago it was promised). The bill was removed, I was told, so I should be clear of Spectrum now. We will see.Everyone with whom I spoke with were very polite and courteous, but they were not all on the same page regarding information. This made me very leary of anything I was told. During my second cancellation call, Angel told me that existing customers are eligible for new promotions just like new customers....who do you believe?NEVER AGAIN
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May 2023 by Roy G.
Takes forever,installers are lazy,will come on your property when not home,will lie to you to do what they want.salesman lie to make sale.Will not tell you when they changed your install date
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April 2023 by Edward Roper
Not same as previous complaints /I visit the store on March 24 on a Friday about 6 p.m. or 7The African-American female that waited on me was most helpful pleasant and a joy and a change from cell phone previous cell phone retail stores her name unknown great job
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April 2023 by Ken Gibson
First time at this location at Rookwood between Sephora and Donatos Pizza. Spacious and clean. Staff were attentive. Stopped in to drop off equipment and had no wait. Seem to have good deals if in the market for a new phone. No complaints, at least on this visit.
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March 2023 by Raghavendra Deshmukh
I went to this store on a windy evening of 3rd March to return my equipment. The representative in the store was very rude from the moment I entered the store. It took an hour for a 2 min job. She tried all the reasons not to accept my equipment. I had to eventually call customer support to help me with the situation. They don't deserve to be into customer service. Instead of trying to help the customer, they try to find ways to annoy the customers.I would suggest you prefer any other store or try UPS to return the equipment. The store is not worth a single star. THE WORST PART WAS THAT EMPLOYEE THERE WAS grumbling about ME FOR ASKING for a RECEIPT for returned equipment to OTHER CUSTOMERS.
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March 2023 by denise hines
First off let me start off by saying I absolutely love this location. whenever I stop in for anything the customer service I receive is amazing from all employees. But today I would like to give Mrs. Pauletta price a very very special shout out, she literally goes above and beyond to provide great customer service and I just wanted to say thank you for all you do.
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March 2023 by GoodVibes
An associate messed up a $1300 order .First, they ordered me a white phone instead of black. Then, after looking into it more, that was just the start. They entered the trade-in as my current phone, which was incorrect, and took my trade-in in inventory telling me they would send it to assurant. I went back to the store after figuring out I needed to ship the trade-in and it took them 30 minutes to find my phone because it was entered wrong in the system.BE WARNED! The associate I delt with was also assigned to train other associates at the time. Double check the screen before purchasing, question what may need clarity, and ask someone else if it seems they don't know or are guessing. I hope to see associates sticking around here and getting more knowledgeable about the fast and ever evolving processes.Well, with the whole mess that was caused. The manager was professinal and resolved the issue in the best way possible. The manager changed my perspective from a 1 star to a 4 star. How a mistake is handled can make all the difference for me! Thanks to the manager for working through all the kinks and resolving the issue in the best way available!
