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April 2024 by Jim
We bought a new phone, discussed getting the $100 incentive for doing a trade-in. The agent - Brandon Ford - "forgot" to give us $100 and then, oops, it can't be fixed. Manager of this store not available. We were screwed by sloppy work.
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January 2024 by Heather Heffner
Kevin was knowledgeable when I came in to pick up my equipment today! Fast and professional. Thank you for making it easy.
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January 2024 by Adrienne Richter
Kevin was great. I was having all sorts of problems with my new iPhone and Kevin was smart enough and experienced enough to solve my issues. He’s worth his weight in gold— excellent customer service.
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January 2024 by Olivia M.
I came in on the 23rd with a phone I purchased through Samsung. I was having a hard time getting in activated on the network but Akita, (i am 85% certain that was her name) was phenomenal. She was so sweet, knowledgeable and got me in and out in 20 minutes! When was the last time ANYONE spent ONLY 20 MINUTES in a phone store!This just solidified why I stay with Spectrum.
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January 2024 by Jacqui W
Had to wait an hour to be seen. They need a place for customers to sit while they are being served. I have bad knees and a bad back. Stood at the counter over 45 mins. . Was in much pain. My account was screwed up and they could not help me.
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December 2023 by Saundra H.
one of the worse companies I have ever dealt wit. my bill doubled and when called to inquire about i, I was told I was on a promotion for two year. I have never had any other company but Spectrum. I moved in my home thirty years ago. What a rip off. Don't even consider doing business with them.
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December 2023 by Genevieve Young
Dear Spectrum,Please explain why my Wi-Fi name and password get reset, with no notification, with every new update. I spent 30 minutes trying to figure out why my modem said connected, but my Wi-Fi wasn't showing up, just to realize the name had changed.I'm also very confused as to why my internet stops working daily at 7 PM. I understand you have a lot of customers, but I'm one of those people paying for 24/7 service. Why do I not have it? I am sure there are others.You are my only option in this area, so please resolve your connectivity issues. If you want to have a monopoly, that's fine, but at least perform the service I am paying you to perform.Sincerely,A disgruntled customer
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November 2023 by Daniel B.
First, I very rarely leave one-star reviews.I visited this Spectrum store twice in three days and both visits were a waste of time.All I wanted to do was return equipment, but this store wasn't accepting any equipment. Instead, during both visits, I was directed to The UPS Store across the street. The UPS Store across the street was closed during both of my visits to this Spectrum store.I was, however, able to make it to a different location of The UPS Store than the one this Spectrum store recommended. It's The UPS Store off I-40 exit 276 on Fayetteville Rd: yelp.com/biz/the-ups-sto…. I made it to that UPS Store just before they closed. The employee there asked me, "Spectrum sent you all the way over here?"You can return Spectrum equipment at any UPS Store. They pack and ship it for you. I received both a physical and emailed return receipt.I changed our Spectrum plan at home. As a result, there was some equipment we no longer needed. The Spectrum agent that helped me change our plan (over the phone) told me to return the unneeded equipment within 14 business days to my local Spectrum store. The "Local Spectrum Store" listed on the bottom of our monthly Spectrum bill is this one at 5446-A New Hope Commons Dr, Space 11, Durham, NC 27707.My first visit was on a Sunday. As soon as we entered and an employee saw we had equipment in-hand, he told us their systems were down and to go to The UPS Store across the street. Since that UPS Store was closed, I decided to wait a couple days and return to this Spectrum store when their systems were back up. I returned the following Tuesday. A different employee did the same thing to me except he didn't tell me that their systems were down. He didn't give me a reason why they weren't accepting equipment returns. All he said was they didn't accept equipment returns and to go to The UPS Store across the street instead, except they had already closed for the day.It shouldn't have been that complicated.I should be able to return Spectrum equipment at a Spectrum store, especially since a Spectrum agent told me that is what I had to do, and this specific store is listed on my bill. Come on, man. What's with the runaround?I've been a Spectrum internet and TV customer in the Chapel Hill-Durham area since June 2020. I've also been an Xfinity internet and TV customer in Atlanta since the early 2000s. To Spectrum's credit, until now, Xfinity was definitely the better value. After changing my plan, Spectrum *may* now be the better value. About every year since forever, I've had to play the game with these cable companies to find promos, discounts, bundles, etc. to not get gouged on my monthly bills.After communicating with, I kid not, five different Spectrum agents in a single day, I was able to get our monthly bill down from $211.62 per month to $121.18 per month. I only had to pay the $211.62 price once. It occurred in the month after our last promo expired. Before, we had been rolling along at about $191.29 per month. The $121.18 per month is good for 12 months only.With Xfinity in Atlanta, I've been rolling along at $178.67 per month with faster internet (Xfinity gig-speed vs. Spectrum "Internet Ultra" 500 Mbps) and more live and on-demand TV and movie content (e.g., Peacock Premium included).The reasons I was able to get our Spectrum bill down are:1. I asked to speak with the cancellation department. They can find more and better ways to save you money than the regular billing department can, but you have to request to speak to them.2. I dropped our Spectrum TV Select plan, which was $84.99 per month, and replaced it with the Spectrum TV Choice 15 plan, which is $__.__ per month. The Choice 15 plan is great because my wife and I can pick which 15 channels we want. We can also swap channels into and out of the plan. Most people don't watch most of the dozens or hundreds of channels they get. That system was/is outdated.3. I dropped our Spectrum Receiver, a.k.a. the "HD box," which was
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November 2023 by Roberto Flores
If you need to return equipment do it at the UPS store easier ! And faster ! Always get receipt for everything!! Unless you are RETurning equipment! Make an online appointment! You will save lot of time ! IF you are buying one of the latest IPHONES or pretty much any phone ! Get them online ! Online online online ONLINE!!! And again do it online !!! The store looks clean ! Overall they need more people working . The shortage of employees has a very real ! Don’t be surprised is those stores disappear just like the Cashiers at Walmart or every other store ! Staff I’ll give him the one star!! Charter def needs a corrective action on staff retrained! For now ! Use the online services ! You’ll get better luck calling them !!!
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November 2023 by Jay Enterkin
I have had so many negative customer experiences in recent years that I want to HIGHLIGHT a GREAT CUSTOMER EXPERIENCE! I came in to the store to bring in my old, defective router and modem and pick up replacements. Caleb at Spectrum handled my request quickly, and gave me a lot of good information! He also hooked me up with a free Spectrum/Xumo Streaming box. I took it home, hooked it up and it works great. My wife and I have already enjoyed some of the free programming. Thanks Caleb! and thank you Spectrum!
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November 2023 by Kelsey Raymond
We just tried to RETURN our equipment from canceling our service after moving, and we were told it was going to be AN HOUR wait to RETURN equipment. Not to pay a bill, set up service or to ask a question, but to RETURN equipment. Absolutely ridiculous and SUPER POOR customer service. Take the equipment and send us on the way. It’s that simple. Spectrum service is absolutely horrible regardless.
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October 2023 by Paul M.
It's amazing to have such a large space for such little brain power in here. Everyone who works here is actually stupid. They confer among themselves to figure out anything at all, and type it in to their comically tiny computer screens.Oh, but what if you could sign up for our cell phone plan? Probably not!It would be nice if this is just the place to dump your old cable modem and etc hardware, and be gone. But no, they won't take it. You have to go to a UPS Store, which has much nicer and smarter employees.
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October 2023 by Brandon S.
So I go in to return equipment, one of the customer service reps SAW me carrying equipment to return, but she still told me to sign in at a kiosk in the front of the store.I do. One of the screens asked my purpose for coming in- to exchange equipment.I wait 30 minutes until I’m called up, only to be immediately turned around and told I needed to send it through UPS.Dude, I’m here with the equipment. You’re here as well. Take the equipment.Anyway, LUMOS fiber has been amazing.
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September 2023 by Ashley Reid
I am very upset. If my apartment didn’t tell me I had to have spectrum I wouldn’t have it. I had my internet and cable account set up incorrectly 2 times.I also had my 1 year free cellphone service, unlimited plan set up, when u didn’t tell my rep to set it up. So now my bill is active and I haven’t even activated the service as of yet.And on top of everything, people keep calling me to activate my cellphone service. I need to be taken off the damn list. I know my service is active and I need to activate my bill.I need compensation for my accounts not being set up correctly and for being without internet for a week. (I was waiting on my internet to be set up correctly, in order for me to set up my mobile with spectrum.)Now I will have to pay T-Mobile again!!!! And two months of “free cell service” with spectrum will be taken away from me. Unacceptable.
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September 2023 by Jose Santiago
I will give them that star because in reality I don't see the option to give one but in reality the service is terrible. I was in this store for more than 1 hour waiting for them to serve me, meanwhile the workers here were just chatting
