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November 2023 by Sue Weber
Great experience at the Hilldale Mall Madison, WI store. Joseph was terrific! He is knowledgeable, explains offers and technical info well. Joseph answered all my questions and was professional and patient. If you are anywhere in the Madison area go to this Spectrum Store!
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November 2023 by Josh Schoenmann
Originally gave me a modem that broke within two months of using. They called “outdated” when I returned it and when I got my new modem, they gave me a box without all the proper hardware.
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September 2023 by Sky Galaxy
Got my name wrong while ordering by phone. Physically was there, and they miss router power cord. Ask me to leave quickly anytime I want to have questions. Straight up trash
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August 2023 by Daniel Laky
Both employees I’ve dealt with at this store were fantastic. As far as internet/cable store experiences go, this one had to be my best across my time at stores in 4 states and across 3 providers.
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August 2023 by Kayleigh Griner
Beware of contract cancellation fraud. We returned our router and cancelled our spectrum subscription when we moved; however we’re told that we had cancelled one day “late” which is simply untrue and had to pay for an extra month of internet at our old residence. They do not pro-rate, so we paid the $80 (yeah that intro rate sure does go up) for the one day of internet between when we supposedly cancelled our contract and when they actually show that it was cancelled. Shady shady business practices, buyer beware.
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August 2023 by Tim Hollan
It takes over half an hour for me to turn in a modem. And then you get told that you’re next in line and then you get bumped because someone else has an appointment, and so you get to wait another 25 minutes for literally a one minute transaction. All I need to do is give you a modem and you give me another one in exchange and we both go on with our lives. Instead, you waste my time. Unacceptable.
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July 2023 by Lisa
I like the walk-in reservation system. It could be marked better, though, so the employees don’t have to yell from the back of the store so people coming in the front realize what they have to do.
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July 2023 by Aaron Sweeney
If you get a self-install kit I advise checking that you have all the equipment you need before leaving th store to avoid a return trip.
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June 2023 by Patti Salangsang
Luz was such a great help to me! I was having a problem for 2 days and I was talking to multiple people on the phone. I finally went into the store and Luz helped me. She stayed with me for over a hour until we had it all straightened out. She’s just wonderful!! Hopefully I won’t have a problem again but if I did I would go to her first.Thank you so much Luz.
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June 2023 by Michell Correia
Luz Rojas helped us and the process was very straightforward and seamless. She’s such a sweetheart.
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June 2023 by Trish Kolek
I just want to call the storeto make sure they have the product that I want. I kept getting to customer service not the store.
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May 2023 by Alexis
La señora luz roja me ayuda muy amable y muy eficiente su atencion
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May 2023 by Dave N
Absolutely rotten company. Raised rates so I canceled service. They charged me for an extra month. I disputed the charge and they said the bill had posted already their hands were tied. I said I'd call my bank. They said it would do no good and I would just get more fees charged
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April 2023 by ally b
Was first person into store to talk about a problem that was spectrum's mess up and the associate said that she couldn't help but that her manager would call me in 45min-an hour when they came in. I said okay. 3 hours goes by, no call. So I drive back into store and confront the manager who told me he had to deal with "more important" things first even though he told the associate that he'd help me as soon as he got in. Helping customers is only important to them when they're making money. And they didn't even help me with my issue. They pointed the finger at the next guy as usual.
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April 2023 by Spencer
I don’t normally do this but wow I had one of if not the worst customer service experience of my life at the Hilldale Charter location. The worker was named Courtney and would try to avoid them in a professional as well as personal experience. Awful, uncaring, mean, and lazy. All I was doing was trying to transfer my current service to new location. I even called two days ahead to plan. I was in the store just under 2 hours. She kept saying there was nothing that she could do and I would have to wait cause store closing (it was still open for 2 hours!) I had to call a charter rep through phone service WHILE I WAS STILL IN THE STORE. The person over the phone was able to swit over my service in half hour no problems. They were great. I handed the phone to Courtney to speak with charter rep over the phone cause I can still use my old equipment and she got snotty and wouldn’t go to back room to grab my stuff which was already in a charter bag. So had to get all new equipment. A half hour process took up almost 2 hours of my day. This post does not do my anger and frustration justice. One of the few times in my life I never said thank you back in customer service. Looking back I wish I expressed how I felt instead of biting my tongue cause while she kept going on her phone periodically while “working” I just wanted to scream why won’t you help me. I hope her gets fired she is a waste.
