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March 2024 by Stuart A.
Today was my 2nd visit to the Spectrum store in the past week. Last week, I went to exchange our internet router. After checking in to see a representative you sit and wait. There are only 2 representatives who are helping people, and they take an excruciating amount of time with customers (trying to upsell them to get Spectrum Cell service). We learned that the router wasn't compatible with our wireless devices, and the Spectrum whoservice man that came to the house last Friday said that we should buy our own router, as the Spectrum router wouldn't be compatible. I arrived to return the router at the store at 4:30 this afternoon. I checked in and started to wait. While I was there I couldn't help but notice how rude the representatives were to the customers being served. One woman yelled at a man (like he was a child) who was returning equipment in original boxes. She made him take the equipment out of the boxes. While waiting, I was using my phone to watch TV and they thought I was filming them. When they called me up 50 minutes later, the representative told me to delete whatever I had filmed in the store. I said I was just watching TV on my phone, but they would not help me unless I deleted something on my phone. I deleted a couple of old photos before I got help. Never again.
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March 2024 by Patricia M.
Do not trust salespeople at Spectrum. They will say they want to offer you the best deal, however please be aware of their deals. I had been charged for "voice" on my bill, i did not realize that they added this feature as a "package" and never confirmed to me that this is a landline because it does not indicate "landline" on the billing statement. Spectrum is a horrible horrible company and I would say to please avoid Spectrum at all costs or they will charge you when you dont expect it and by then, it's too late!!
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February 2024 by Hollywood G.
Spectrum is a TERRIBLE internet service provider . I work from home and lose service during important meetings on a weekly basis! We've called to complain multiple times. They offered us $10 off a monthly bill. Keep your lousy $10 and figure out how to provider the service that you say is your business. I hate Spectrum and will leave soon as there's a better option in the Coachella Valley!
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February 2024 by Mark Burke
Not a long wait, had to exchange equipment. Service was great, she did her part to sell their mobile spiel, I let her know I was ok with my current provider but if they piss me off I'll give her a call when I get out of jail. She laughed and said ok no more pressure and good sense of humor, it was a nice visit.
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February 2024 by Ali M.
What in the world? I just signed up for internet service but didn't want the equipment shipped in case it arrived during the rain storm. I mistakenly thought I could swing in and pick it up quickly. Big mistake. When I arrived. There were 4 agents working and 1 client waiting. One hour and 15 minutes later I have still not received help. What could possibly take so long for any service whether opening an account, returning equipment, picking up etc? The snails pace they move here others could build full cities in. If there were other options, they'd be out of business. Finally giving up and leaving. This is why monopolies should not exist. Sheesh!
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February 2024 by Dolores W.
If you have to ever return any equipment, DO NOT bring it to Spectrum! Take it to UPS and there will be no wait. Count on an EXTENDED wait if you bring it to Spectrum. This location is not very accommodating and currently has extended wait times. Edit: Now that I have been here a bit, I actually feel bad for this gal Renee as three other people have come in since I've been here just to drop off equipment. She gets the joy of delivering the bad news to all of us that we have to sign in and WAIT or be charged for abandoning our equipment. May God bless her with either a promotion or a better job opportunity. She definitely deserves a raise! Spectrum.... it only makes sense for people to bring their equipment back to you. You are the source. You should either remove yourself as a location drop off option or specify your preferred method of drop off, or you should hire someone specifically for equipment returns. You certainly have a market/demand for it. Five returns in just the one hour I was there...
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February 2024 by Caroline H.
Employee Ramon was obnoxious and unprofessional. I will not be visiting this location again.
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February 2024 by Jeanne M.
Horrible service! Why can't we get a reliable internet in Rancho mirage ca! Is it our city council that won't let other providers into Rancho mirage! They are awful also!
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January 2024 by Gareth Strader
James was very kind helpful and informative. All the other staff were wonderful!!! Very happy with my package they gave us and would highly recommend ?? Go Lakers!!!!!!!!
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January 2024 by basile styles
Ramon doesn’t know what he’s doing, very disrespectful and don’t care about customers that pays over 250$ a month for cable, he makes you wait, send him back in training, I asked one thing he gives something else, also while I was waiting in line an old women walk to drop the equipment and he was very rude that she didn’t had an appointment, she has no idea how to set it up she’s 90 years old, I literally got mad the way he acted, Ramon is very rude and disrespectful don’t care about people, too bad for a big company like spectrum to keep this people working for them, it’s sad !
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January 2024 by Rod Dargatz
The very best...thanks
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December 2023 by Vincent Barraza
The employees, store, service, everything was 5 star service. The only thing that was unsatisfactory was the needed scan and verify my ID in order to complete my transaction. We probably tried 5-10 times to get the pictures to go though and verify but there was some kind of issue which needed us to use a couple different phone at the office to finally get the ID verification to go through.The thing I can't comprehend is *WHY* this needed to happen at all. I understand checking ID, but my ID was physically in my hand, there was no need for it to be sent off digitally to some service I am not familiar with. It was able to be inspected or swiped there in store. The agent informed me this process happens whenever making a purchase with spectrum - even when online.Well, I can tell you that's not true as I bought a phone today using my online account. They asked me the same verification questions as the associate asked me in store and then I was able to purchase a phone. No jumping through hoops to take pictures of my ID and send them off to another party. Just a simple transaction.I hope spectrum reviews this ID verification process but it is nothing short of terrible. It takes unnecessary time, is unnecessarily difficult, and honestly made us consider just buying the phone from another vendor and brining it over to spectrum - it was that much of a hassle.
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December 2023 by Ellen E.
EVERYTHING at Spectrum has improved over the 19 years I've been using their cable and internet services. It was Time Warner Cable in 2004 when I moved to the desert and then TWC became Spectrum. Over the phone the tech support keeps improving. What hasn't improved is when you go into one of the physical locations and the only thing in the physical locations that has improved is that they are new buildings that are clean and modern but NOT ENOUGH SEATING and you will wait HOURS if you don't have an appointment. There is no TRIAGE or anyone to direct you. Just a self service checkin machine. The Palm Desert location on Dinah Shore and Monterey Avenue has seven customer service counters and only ONE was manned with at least 10 customers waiting to be tended to. I was the ONLY customer in there with an appointment because the previous day (Saturday) I went in with NO appointment and I was 13 in line with 3 manned customer service stations. I left after an hour and I was still #10 in the queue. Every time an employee finishes with the customer they go to the back room for a few minutes. Why? This is unacceptable and has not changed in the 19 years I've been coming here. I will never use their mobile phone service for fear that I need help in one of their physical locations. I pay 300$ each for 2 accounts every month so I expect better. This is not the DMV or a government agency where you would expect this kind of bad customer service. EVERY single time I come to this place my blood pressure and patience is assaulted. I asked to talk to a manager yesterday and 'Ramon' said there was no manager on duty I was very upset and he was egging me on to engage with a customer that was telling me to stop complaining. He said to me, 'the customer is asking you a question'. He was hoping for an escalation. The lack of outrage is what I don't understand even with all the people that must wait HOURS to get waited on. This is a service business and these locations have NO customer service. I repeat this happens EVERY time I go to one of these locations in the desert. The only times there ISN'T a HUGE wait is when I need a remote control and just wave the remote and they replace it. I'm super disappointed in the physical locations at Spectrum. Ramon needs to be retrained and have some empathy for his outrageous lack of customer service skills.
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November 2023 by Kathleen A.
I needed a new phone. I should have just gone to Apple, but I've been very happy with Spectrum mobile. Well, if you have all the time in the world, maybe it would be good. The phone I wanted wasn't in stock (too inexpensive, apparently, to warrant stocking two days before Black Friday). So they Fedexd it, but the customer service rep failed to say that there was no adapter for the new connector included. So I got a phone I couldn't charge. But I don't want go into Apple on Black Friday. So I went back to this store to buy the adaptor. I had to wait 20 min just to check out. They have inadequate staffing. I won't go back.
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November 2023 by Peggy Nadeau
I just waited 55 minutes to get an indifferent, arrogant, rude and insulting associate. This is the second time I’ve been in there in the last week and got the same treatment from another associate after another long wait! No sense asking for a manager because it’s apparently poor management…big time attitude which is totally unnecessary!
