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December 2023 by Emily S.
For my Christmas gift my husband purchase a brand new iPhone 15 Pro Max phone. The sales person who sold it to him told him it was gold. When I opened my gift on Christmas morning it was Platinum not Gold. Today we went to the Spectrum office at Windward Mall to exchange the phone for another color and we're told that they have to charge us $50! Seriously?! After spending over $1,200!!! This is the worst customer service ever!!! I HIGHLY RECOMMEND YOU CONSIDER A DIFFERENT CARRIER!!!
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November 2023 by Wally Tavares
Horrible experience.No Service.No Greetings, after 20 minutes of nothingness...we left with the equipment we went to return...Why exactly do you have that store front???
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October 2023 by Derek K.
Don't know who the manager of this place is, but they need more training on how to schedule workers. I don't know if someone called in sick this morning but there were about 8 people waiting and only one worker. To make things worse the alarm bell was on and nobody knows how to turn it off. The worker was really patient but where is his help. It's ridiculous. I just needed to replace a remote and had to wait over 40 minutes. You guys should move back to windward city. No sense having a beautiful store if you don't have the staff for it.
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October 2023 by A. O.
Went into the Spectrum "showroom " in Windward mall this week to exchange a channel changer. Simple right. No. You need to sign into a system when you get there to get added to the queue. Apparently if you make an on line appointment you get"priority ". But most people there, 20 of us, were Walk-ins. Only two service providers working. A long list of names on the queue. After watching two other service providers standing talking story for 20 minutes if they could serve customers they said no that they were "signing in". Obviously not, as they continued to chat. I asked others waiting how long they'd been waiting. Most said over an hour. So providing service is not a priority at Spectrum. Spectrum has over sold their services and have not hired competent staff to serve customers with cable and phone needs. I was considering switching to phone services but now everyone should stay with their carrier. Where in all the ads Spectrum sends out does it say make appointments for service. Retraining of Spectrum staff is in high need. Getting my need addressed finally took 30 seconds to fix, then on my way.
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October 2023 by Asia E.
If I could give this location 0 stars, I definitely would. My boyfriend and I walked in around 10:00AM, there was no greeting from the associate working. There were about 10 people waiting, we signed in and sat down to wait. Around 10:45, a manager walks in, goes into the back room for a few minutes and then leaves the store. Comes back 15 minutes later with Starbucks and goes straight to the back room again. The store is now filled with 20+ people when she walks back in and there is still only one associate working the front (with a very bad attitude, I might add). The associate at the front raises her voice to ask if anyone is switching out any remotes, my boyfriend responds he's switching out his boxes. The associate snaps back "I said remotes" in an ugly tone. It's now about 11:20AM and we see that our name on the list was pushed further down. We decide to leave since we've already been waiting for so long and we know we'll have to wait longer. On the way out, we let the people walking in know about the wait, and explained the situation and even they said it was ridiculous on how long the wait was to just exchange equipment. We come back around 11:45AM, and we see our name is about to be next so we decide to wait. An elderly lady stopped the associate that was working at the front desk and asked her why the wait was so long and what was going on. The associate explained to her that her manager was in a meeting and she was going to be in the meeting for another few hours. The elderly person explains how ridiculous the wait has been and it has never been this bad before. The associate says to her "well you can go to any of our other locations and the wait will be as long if not longer", no apology for the wait, just straight snapped back at her. The elderly lady shakes her head and lets her know that she's gonna file a complaint and the associate says "that's fine". The manager then walks out to the cashier; stands at it for 5-10 minutes, doesn't help anybody, twiddles with the computer and then goes straight back into the back room. I turned around and let the elderly lady know that she was not wrong and that the customer service is like this everytime we come in, today was just the worst. We finished our equipment exchange and left the store. JUST to come home and find out that the equipment she gave us, they didn't swap out on their system and it didn't work. So we had to call the customer support line to get everything sorted out. Neither associates had name tags on, let alone any information as to where we could file a complaint. While on the phone with customer support, we asked where we could file a complaint about the location, she said she would direct us to the manager of the store. We said "no thank you, we'd like to talk to someone above her, because she was involved as well". They directed us to a higher up and our complaint was filed. This location really need to work on their customer service training. So if anybody wants to file any complaints about this location here's the number since they don't provide it to you 1-888-406-7063
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October 2023 by Justin Salzer
Their service is as slow as their Upload speed. - WifeAgreed. I came in to just return some equipment and just for that it was going to be about a 45 minute wait. At 10:30 AM. On a Thursday.Yay that you can put your name on the waitlist and they’ll text you when it’s your turn, but by that point, I’ve lost all Will and on the other side of the mall and I’m not making my way back. Hire some more people or make appointments only. This ‘walk in’ and wait for 45 minutes for basic service is ridiculous and makes me joyful I switched to Hawaiian Telcom.
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October 2023 by Admin
Hidden Fees! Cannot get verbal authorization not accepted, why is it so restricted, Online customer service is good for nothing, couldn't answer any of my questions. Very inconvenient! Lots of unwanted channels getting charged, plus lots of missing channels and still getting charged for it like the Disney channels! Need human customer service. Unable to answer a simple question without signing up. Seriously look at your guys bills. Lots of hidden surcharges. 4 different taxes!
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September 2023 by Filet M.
It's noon on a Saturday with only 2 sales associates working. At the present time, there's 16 customers waiting for service. One customer told me he's been waiting for a half hour. Customer service is awful! It's half hour later, only 1 associate. Customer list reflects 10 still waiting. This number didn't include those who made online appointments in advance. The wait is even longer.
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September 2023 by Brett Schenk
Nice ambience but hard to know how many are ahead of you that are either walk-ins or reservations. Customer service agents were pleasant and efficient. Strongly recommend making an appointment well in advance.
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September 2023 by Patrick South
It’s quite astounding that this company has the confidence to staff its large store with one or two attendants and make its customers wait for an hour or more to pick up an internet router sitting in a box behind them. It’s telling what a company does when there is little or no competition.
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August 2023 by Luke Wassermann
Laughably slow service. 2 reps working the whole store, both are totally unable to multitask. They are competing with Verizon and T-Mobile now for home Internet. Both of those places have more reps than customers. There will be a mass Exodus of customers since Spectrum thinks it's just fine to waste hours of their customers' time.
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July 2023 by Don Fasone
I walked in, and it took me 45 minutes to be seen. Make an appointment first, then show up. Its much faster.
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July 2023 by Rilli F.
Nothing against the employees or this location. My review is about Spectrum internet service. It's extremely bad. A small fraction of the speed that was promised when we signed up. I lived in a 3rd world country with slow intermittent internet and this experience with Spectrum gave me flashbacks to that. Luckily we hadn't cancelled our HawaiianTel service yet or we would have been S.O.L. Don't be fooled by the cheap introductory rate. I'd rather pay more for internet that is actually usable. No wonder they have their installers going door to door making cold calls trying to sell this.
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July 2023 by Don Onefas
I walked in, and it took me 45 minutes to be seen. Make an appointment first, then show up. Its much faster.
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July 2023 by Mary-Lynne Ludloff
There has been no payment drop box like they had at Windward City and if you don’t have an appointment the wait is at least an hour!
