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May 2023 by Lily K.
Husband and I discovered our modem isn't working, so we thought we could pop into Spectrum real quick to get it exchanged and then go about the rest of our errands and day. Walked in and there were a dozen people waiting to be helped with only three employees working. Nevertheless, we still checked in for a walk in appointment, and waited for around 15 minutes until we had to leave because we were running late for another thing we had to do. But in that 15 minutes, no one else was being helped except for one man who didn't even know the things he needed for his appointment, so he was taking up a lot of time. It would be nice if they just had a separate counter for people who need to exchange equipment, because that shouldn't take no more than 5 minutes. Why do we need an appointment and have to wait so long just for a simple exchange? Especially since my husband called them on the phone prior and let them know of our situation. For a Saturday, I'm surprised at how understaffed the store was, and so many of the other customers were getting impatient. Not to mention, this store being located in Ala Moana, the busiest open air mall in the NATION, every single store in this mall needs to have an adequate number of staff to match the number of people passing through the mall. My husband and I are going to try again tomorrow when we have more time. We didn't get the text message that we it was time for us to be helped 30 minutes after we left the store. Hope tomorrow will be better, but I'm giving this review a 1 star for the lack of staff and customer service. It's disappointing to see that spectrum all across the islands have low ratings, and considering this is the only Internet provider in Hawaii, it feels like they can just get away with having bad service, because where else will we go?
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April 2023 by Kendall M.
Yesterday, Brandon was totally awesome and of great help. I had to go to the store to get a replacement phone. While there I asked how I could get their lower rate. I had been with Spectrum Mobile since the beginning and was paying more than their $29.99 rate. Brandon told me who to call. When I call the first time, the guy on the line told me that I had to get a third line in order to get the lower rate, which is not what I had been told. So I went back to the store and Brandon helped me get to the right people in order to get the lower rate. Thanks again for the great customer, Brandon!
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April 2023 by John Paul L.
This location is always too busy. This review is about SHANTEL WELLS.After helping me for over an Hour I asked for her manager so I could give a commendation for her hardwork, he didn't want to fill one out and said to go to YELP. I was a bit surprised and so was SHANTEL not sure about the management here cause these guys seems overworked and I haven't seen the managers walk the store to address customer concerns or offer future appointments etc. Anyways if you go here make an appointment online & Shantel is top notch!
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April 2023 by Marysa A.
Worst place ever hard to find address sent me to the opposite side of the mall. I'm trying to ask the guy through th window if they deliver and he keeps saying he can't hear me they locked the door and close at 8 there so many people in there
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February 2023 by Cilia V.
Horrible service I will never recommend it to anyone..Workers just walking around doing shit ..
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February 2023 by Craig T.
I think I reviewed this Spectrum location before . If your in a rush do not cone at this location because the service is very slow . I basically went there just to exchange my cable box for a new update model . Once arriving you need to sign into the computer to hold your spot. I was number #20 and I waited almost 1 hour . Finally I got to the counter and I realized why the customer service representative takes so long . I basically just wanted to exchange my box it should take only 5 minutes or less. But actually the representative goes over any special their offering . For example they have a bundle package which includes land line, internet, cell phone . I understand they probably have a sale quotas to make but I think that's why customers have to wait so long to get serviced. Verdict: customer services 3 stars Wait time 2 Stars Location 3 stars Overall 2.5 Stars
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February 2023 by Joshua D.
Wanted to give a shout out to the spectrum construction crew of Danny, Bryson, Brad and Shane. Will had issues with our connection and they ended up having to run a new line, dig through asphalt to find the box, work super hard in the sun to make it happen.Appreciate this hard working crew very much
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December 2022 by Mark Y.
So this review starts on Friday afternoon when my modem decided to shut off and refused to power back up. After an hour of trying all kinds of different things like using a different cord and trying a different outlet, I realized this modem had gone into the light so I called the Spectrum customer service line.The customer service call went pretty smoothly, we went through all things I tried earlier and she agreed the modem needed to be replaced. She made an appointment for me at 10:20 the next morning at this Ala Moana location. I read a bunch of reviews and was a little worried at how many really bad reviews this place got, but went in with an open mind.I got here around 30 minutes before they opened and there were already a dozen people waiting in line, by the time 10am came around there were as many people behind me. So how it goes is once they open the door, the first people in line go to one of the open customer service desks and once that's full, you put your name into a waitlist queue. A screen on the wall shows the order you signed into the waitlist.Here's the most important part...If you made an appointment, when you sign into the waitlist, you jump ahead of anyone who doesn't have an appointment. If someone with an appointment earlier than you is on the list, it sorts you by appointment time. Very fair I think. Since I was the second appointment (first appointment time is 10:00 and then it's every 20 minutes after that) I got up to see a service desk really quick. Once they opened the door, I was out of there in 15 minutes with my new modem and router. Very painless and the guy that helped me (I think his name was Travis) was super helpful and friendly as well.I can see why some people had bad experiences if you went there with no appointment and had 25 people in front of you, but, if you can, I highly recommend making an apppointment ahead of time. Saved me a lot of headache.
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August 2022 by Angela C.
Long line at the opening of business. Obvious you can make a reservation, but we didn't know that, so we came in, sign in, and wait.
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July 2022 by Taryn L.
If it wasn't for Spectrum being the cable provider for the apartments I've lived in the past two years, I would consider switching, but it comes with my maintenance fee.I HIGHLY recommend making a reservation at least the day before you plan on going in. I tried to make a same day reservation and no dice. While I understand that waiting in line is what I'm signing up for when I decided to go in with no reservation, what really annoys me is seeing some employees just standing in the back of the counters, getting as close to the wall as they can without looking like they rather be anywhere else but there...they're not helping customers or helping their coworkers. While I truly hope there's a reason why they are just hanging back (I get that there could be an operational reason for this), it's hard to believe it's ok to just be standing when they could be helping to make progress on the queue of people waiting for their turn to get assistance.
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July 2022 by Cindy C.
The sign in was easy to follow and the wait wasn't long at all - i liked the cleanliness of the store and the inviting staff-Great customer service:) it was really fast exchanging my equipment:)
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July 2022 by Derek Y.
Every time I've come here. Wait, wait, wait. Lots of workers but they sure talk up a storm, about everything BUT spectrum stuff. Lady after me left after finding out she could go to UPS and mail in return. So she left. Next time I come here , going to time it. I just came to pick up a cable box.
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July 2022 by Bryan J.
Recently bought a condo, Spectrum made it very easy to set up. I'm from Seattle, they had the modem and cable box shipped ahead of time. When I arrived, everything was there and ready to go. Easy to connect, great speed on the 1gb internet!
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July 2022 by Ana T.
Quick easy service from a usually busy location. Hardly anyone was in the shop, I went an hour before closing.
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July 2022 by Helen H.
Installation of cable and Internet is done on schedule and with instructions on its use. Professional and helpful staff.
