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January 2026 by Haley Freeland
Went in to try to upgrade my phone. They told me they couldnt because when I got signed up my name was put in wrong. Ok fine. They send in a request to fix it and i come back a week later. Still not fixed. They tell me they will call me when its fixed. I come back in after not hearing anything for another week. Name change still not fixed. I currently do not have a new phone and I am planning on switching services as soon as my year is up to a company that will actually be willing to give me what I came in for.
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December 2025 by BECKY
I waited a to replace a modem and router. I accidentally split water on them and my internet went out. I was told they didn’t have a router that I needed. But they had the one I brought in but refused to replace it. They wanted me to drive in a winter storm tomorrow to get the one I need. I went home and called spectrum and they just ran a new code into my modem and now everything works. She didn’t tell me I had to do that when she replaced the modem. She made me feel senile explaining why my old router wouldn’t work. Well it does. Why couldn’t she just replace it? She had one.
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December 2025 by Dennis Gilmore
I went in for my first time , and took a seat . I was thinking about switching service. As I stit there being ignored for 10 to 15 min . No one says hello , no one acknowledged us at all. Customer service is horrible. I was then told to check in at the front . Still no help, I just left. I will find better customer service anywhere else.
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December 2025 by Pete Woodruff
I cancelled service with Spectrum when even their upgraded internet package kept dropping service to my home multiple times a day, and I moved to AT&T fiber which was available, much faster, and cheaper.
Since then I keep getting bills saying I owe for non-returned equipment (which I returned to the Westnedge store) and for internet service after my cancellation date. Spectrum might be one of the worst customer service companies I've ever dealt with, and I would avoid them if at all possible.
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December 2025 by Jaterri Mitchell
I had been going through a terrible situation with my phone but Sarah and Taylor stayed dedicated to helping me. After 2 weeks they were able to get me my new phone , the patience and kindness they showed me has been better than any customer service I have ever received ! Those girls work miracles !
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October 2025 by Sixx Doorlag
I had a amazing experience. Ryan was beyond helpful and he was ready to help as soon as I walked in. Very respectful and genuine. 10/10 recommend
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October 2025 by Dena Stone
Taylor: 13/10, pleasant, great customer service and amazing to talk to
Will: 👎🏽 rude, acted like I couldn’t get a new phone to my current address (from 3 years ago) because it’s not updated in the system and because I needed the purchase the internet in order to change my address?? I drove across town to the Kalamazoo store: 14/10–josh was amazing with customer service AND updated my address so now I’m able to have a phone shipped to my current address.
Will has a serious attitude problem and shouldn’t be working with customers. Left a very sour taste in my mouth and was very much looking at switching providers due to his rude interaction.
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October 2025 by Hailey Williamson
I had a great experience with your team member Noah. He was absolutely amazing, and helped in many ways!
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September 2025 by Sarah Williams
Agent told me I was eligible for paperless discount taking $5 off my bill a month. Apparently this isn't even something they've offered for over a year. When I complained they basically said their hands were tied and they couldn't do anything about it, call billing. Billing was helpful and waived my setup fee as consolation.
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August 2025 by Anthony
Walked in to return equipment to the store. An associate, probably a manager, just standing in the back playing on his tablet while I waited in line for 10-15 minutes. Another customer doing the same thing as me before I got there waited also while guy playing on tablet standing around doing nothing. He could have easily done the 2 minute return. Poor customer service not valuing customer time.
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August 2025 by Frank Xuereb
Thank you Gage for your great customer service
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August 2025 by Tammy Jeffries
Been a loyal customer for at least 15 years. Now only have internet and it has raised three times. Now paying 100.00 live on social security. With other living expenses it’s to much . Will be looking into changing my business elsewhere.
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July 2025 by Tina VerMeulen
Extremely satisfied with their customer service representative. I should have made an appointment since it was the morning after a big storm but I had nothing else to do. I just think that they should have had more than 2 reps working knowing all of the outages & equipment that was fried but overall, I'm really happy with their face to face service.
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July 2025 by Katie Andrews
Charter Spectrum sent me an upgraded version of the modem and router, and I needed to return the older models so I thought that I would *pop in* and do that today...
I did get it done, and they had very effective air conditioning, otherwise I would be leaving a very polite but very negative review. I was not made aware that an appointment was preferred, but when I got there I signed in on the kiosk, although I heard two of the customer service reps discussing whether or not it was a kiosk or a tablet.... A tablet can be moved you morons! 1 hour later, I am still sitting there and I'm starting to get a little mean because I'm diabetic, and I thought this would literally be a walk in and drop off the older router and modem and out the door.... I did not think I was going to have to bring a snack! At least a dozen people walked in, saw the five customers that were in there along with me at that time, turn around and walk back out. The reps finally did realize, through conversation with another mom voiced mom regarding the fact that I had been there an hour, I had signed in on the kiosk / tablet that announced my arrival with said router and modem, and one of the very sweet young men came over, apologize to me, quickly took the box, asked me if I would like a receipt - I said yes and he very quickly printed one out and I was out the door.
Compared to the phone and online service chats that I have had while dealing with this company since September of 2024 which were very smooth and effective with knowledgeable customer service reps, the only thing keeping this from being a one-star review was their fabulous air conditioning in that building, on this Christmas in July 2025.
If there is another upgrade needed to my equipment before I move back to Muskegon, I would like to suggest that a return address label be included in the box with the new ones so that we can simply put the old ones back in The box, slap the return address on it and I'll take it to the Post office and mail it back to you!
Kathryn R Andrews
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June 2025 by Tina Mulder
Great place for new phone for old people my husband finally up graded from a J3 Samsung to a A16 and loves it thanks for all your support.
