I've been a customer with this company for over 30 yrs. even before it was TWC. My "plan(s)", Internet and TV, have remained the same and managed to not be upsold by the sales people. Prices are too high as it is and I don't need a bundle that has a bunch of crap I don't need. My Wi-Fi had been getting very slow at home so I went to the Cypress store and had the heavy sales push blah, blah, blah etc. These people won't let up and I just needed my connection quality restored. They tell me since my equipment is outdated I need to get on a higher tier plan to get the speeds everyone else is getting. I was never advised of system changes or that I needed to swap out anything for over 20 yrs. They finally get the hint they can't sell me anything and give me a new router and sent me on my way. I can't see any of my equipment on the website to activate the Router only to go back again to be told my Modem is not compatible with their Router they just gave me. So now I have the 2 "new" pieces of equipment they gave me and they don't show up on my account to activate through the website ! After almost 3 hours with customer support on the phone being transferred back and forth to sales which had to try and upsell me on everything I don't want I realized I'd be better off just to buy my own new Modem / Router. $175 later my equipment is activated through the vendor website and the speed is still slooow and it's not the equipment it's their feed and they're holding me hostage for more $$$ to upgrade my plan. They want to blackmail into paying $50 more a month to get the speed I should have been getting all along ! Needless to say I've had enough of their upselling no customer service and going elsewhere where I can get an introductory offer way cheaper than I'm paying now. This is how Spectrum treats their legacy customers that have been with them for 30 plus years. If they can't upsell you you're going to get very little to no help. read more

One of the worst customer service provided at any Spectrum store. The manager is a real piece of work, rude and condescending.

Spectrum decided to open and create an account for me without my consent. I was asked to return the equipment to the nearest store that I waited to be serviced for over an hour. The lady that helped me literally started clapping to swat flies and bugs away from her and us. She also could not complete a simple task. I was not there to investigate how this all happened but rather to get refunded and get on about my business. I asked her multiple times to finish up, but she then proceeded to write down account numbers and asked us to take multiple pictures. Not sure what's going on here, but the efficiency and productivity of the staff here is horrible. Also witnessed a young male "customer service representative" yell at family that he is not responsible for what happened and that the issues are caused by the customer themselves. I believe that people seek out the help of customer service reps to fix issues that they are not familiar with. Very sad to see that people come to look for help and they're greeted by individuals that rather find a way around helping them by blaming them. If I can I won't return to this location. read more

The service is fair just like the products the served, they could update their equipments and lowering the price.

Activated new cell phone service with Lizett. She was fantastic! Very knowledgeable and took care of everything for us. Great service!

Credit where it is due. My old provider began disappointing and I finally gave up on them. I called for help Friday, picked up my stuff Saturday morning and had it installed and working within 30 minutes. Every single person I dealt with was great. The people at the store were informative and helpful. The store was like a well oiled machine and I was in and out with absolutely no problems. In these tough times, it's nice to have some good days. Thanks for providing one guys. read more

1 person working with 6 in line. Then a person at the door helping people sign in which takes zero help. Speaks volumes about customer service. Management step up your game. Thumbs down. read more

Terrible service, I called the customer service and they asked me to made an appointment to the store and said they'll take care if it. But after I walked to the store at my appointment time, they put me on wait for 20 minutes and told me that I couldn't return my device at the store. I have to call the customer service again to get a shipping label. read more

The main problem with this store is not the wait time or the workers, it is them not keeping track of the sign-in board. Right when you walk in you sign in the iPad and your name is automatically given a number then it pops up on the board. It would help if they consistently kept track of deleting the names that are done and move the next name up on the list. If you make an appointment your name is highlighted and it is the first one on the list, the problem occurs when the person is late or does not show up and it stays there for a longtime and it messes up the numbering system. They would either miss a name or get the numbers mix up which is frustrating as all the names get unorganized. This happened to us and about 5 people all coming up to the counter as our names got mixed up in the system. Since everyone has to sign- in, most customers have quick questions and are in and out, however their names do not get deleted on the board and this issue again causes a mix up. If you do not want to encounter this problem visit in the morning with little wait. The workers are 50/50 they are friendly when the store is not busy as they have more time to explain all your cable needs but towards the evening they rush you and not as welcoming. The waiting area is big with many sofas and a television to help keep customers entertained. The inside of this store is very organize. You can easily look for what you need and want as the items are clearly labeled. They have plenty of cell phones, cable accessories, and phone cases for sale. They have cable boxes and remotes here when you need to exchange or get a new one. There is also an ATM type machine where you can pay your bill so you do not have to wait in the long line. Plenty of parking anytime of day. read more

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My wife and I just did a walk-in visit at the Spectrum store on Katella Ave. in Cypress to get a few things straightened out concerning our existing Spectrum bill. I had previously tried to get these issues fixed on two different occasions by calling the number on our Spectrum bill and only got people who were trying to force me to purchase things while absolutely refusing to even address the issues I was calling in about. Cece, the lady who waited on us at the Cypress store was very informative, gave us plenty of options and was sincerely very nice. She not only resolved our issues but was even able to save us some money without removing any of our present plan features. It was a very pleasant experience which I really wasn't expecting. While I can't vouch for any of the other kiosk employees, I would definitely ask for CeCe the next time I visit that store. Dave S. read more

If you want a great deal on a new phone and service come here! My wife and I were looking to make a switch in wireless carriers and we were blown away the amazing customer service from Romeo and Tam, the entire staff was awesome and friendly. We really appreciate everything you did for us! Thanks! read more

This review is for Christian & Demetri. These guys are such great sales reps & are so helpful. They even caught an overcharge on my account that I set up through the phone. I appreciate them being so thorough & know exactly what to do for their customers. Spectrum needs more guys like these fellas! read more

The spectrum is actually one of the best spectrum for the best customer service that I have ever been to and I have been to the one in Santa Monica Long Beach this one is the best with the best employees and Dimitri helped us thank you so much made things so simple and quick! read more

Tam is famtastic.I dropped my phone and needed a replacement. He did an outstanding job with transferring my data. I will be back. Thank you Tam. read more

With fifteen people in waiting and they only have two staff and a doorman working. Seriously WTF. It's Saturday.

Awful internet service overall. Increased my price I pay only for internet 4 times for no reason provided. From 45 a month locked in by Time Warner to now 78 a month for the same service. Will be finding another option ASAP read more

Waiting over an hour to return the Internet Modem. When my name get to the 3rd in line . Then they told me I can return it at the UPS store...Finally I'm no longer a spectrum... read more

These people try to sell you this bull and that bull but if you can't have the 1st one good, great how do you expect customers to buy more services. 3 months of back and fourth with spectrum. On read more

I have always had Spectrum(out in Corona). I moved out to Cypress, and when we got our modem we always have issues with the internet shutting off on us. We have replaced our modem 3 times now, and each time they say its a battery issue, and just replace it with a new(still crapy faulty modem). Why are we paying as much as we are for internet if it either A hardly works, or B the modem craps out whenever the internet is up and running. Definitely need to figure their stuff out cuz this is incredibly annoying. I give it 2 stars ONLY because the people they have sent out the last 2 times have been nice and helpful, but thats about it. read more

I been in to many spectrum stores. And definitely this is the best store that's in the area. My mom was approach by a door to door sales (third party spectrum) they sold her stuff she didn't need when I called the (third party) rep back he changed his number. I went to this corporate retail store and it was a bit of a wait but it was definitely worth it. The store specialist that help me was Romeo . He help undue the wrong that this authorized retailer had done to my mom. What I realize why this store is always. so busy....is because their always fixing other third party or "over the phone"telesales rep problems. I went to multiple store and they seem to just tell me and my mom to kick rocks. Romeo was patient with us and help us with our needs and problems . This location finally found a well trained and patient rep to help customers! He was also able to help us save money by consolidating my accounts . I had t mobile cell service and he was able to save me money by switching. Regardless if I bought anything he help my mom before I even came to the store. Be patient with these guys. Definitely they are overworked. I seen our rep and two other guys stand in the same spot no breaks for 2-3 hours maybe 4 hours straight . They're things they can't control .. other ppl f ups..long waits due short staffed but I gotta say they're trying. I worked at circuit city/Toyota as Human Resources .so I get it. read more

This place is slower than sloth slow. You would think with all the tech they would be more advanced. Rather go to the dmv. 5-6 people waiting and all the employees go on break. read more

This Place Is The Worst! I read the reviews, it can't be that bad. Can it??? It Is! There is a cash kiosk which sounds promising. Only to find out it won't let you make a minimum payment like on the website, or in person or any other way you can think of. What a bunch of bs! This place should be wrecking balled, due to its uselessness and the unnecessary havoc it reeks on its customers. Associates lollygagging. I already hate spectrum as it is, having the monopoly on my land, but how many different ways can u be screwed by your internet provider. Not ready to go off grid red dawn just yet. read more

Worst customer service. 18 customer names on the board and only 3 representatives working. Poor management.

I purchased an iPad for my daughter here and Tam was extremely kind and helpful!! He was very honest and straight forward with me. After that I had to come in to add internet service on my iPad . The first person who attended me wasn't in the best mood , I decided to wait for Tam to attend me as he was assisting another customer . Let me tell you if you're there for anything besides paying your bill he's definitely the person to go to. Great customer skills. That day we had a lot of issues with activating the internet. Had absolutely nothing to do with Tam . I was on the phone with customer service for an hour and Tam waited with me the whole time ready to provide any information customer service asked for . He even offered me a chair and water . He apologized for not being able to add the service but it was not him it was customer service over the phone who' made the mistake . I actually felt more bad because he spent so much time with me that I'm pretty sure he could've assisted so many other customers but he was with me the whole time helping me out! Thank you so much Tam!!!!!! read more

I don't trust their billing but enjoy their WiFi so do not do their online payments. I walk in takes 2 seconds to make a payment. Their kiosk for making payments is out of service, waited for 30minutes with no ETA to be helped and no one around to advise as to when I will be helped. As I sat there a steady wave of people were arriving, their Kiosk for signing is also not working. No employee came to help the growing line of people trying to sign in. After my 30min wait I walked out. read more

This product is HORRIBLE it works for a couple weeks then something goes stupid and the I have to get on the phone and go thru all their stupid questions, my favorite "is my TV plugged in". They go through all this crap about how glad they are I'm a customer thinking that will make it all better. My rate goes up for no good reason to often as well. Here's a good idea how a product that doesn't SUCK. It's much easier to make the payment when you get what you supposedly paying for. read more

Scam company, don't ever use this internet pay 20 extra every without notice us plus 10 WiFi fee service they just make it up. 75$ for internet service only. The customer service is useless with supervisor got no idea what he doing. In highly recommend don't ever go to this company. I had been with them 5 years now time to end it. read more

Such a sad money hungry company. I only had internet account and it went up $20.00 that is crazy and this company doesn't.even care . They bought out Time Warner ( never had a problem with them) now Spectrum is offering a cell phone service but buyer be aware read reviews 90% are bad. I have regular antenna TV and I see Spectrum Commercials twice a day. That is tell me customers are paying for commercials and they really are losing customers . Many bill pay centers are popping up everywhere. I don't understand when this new CEO took over Things are getting worse. read more

Suggestion to management!!!! Since you have only 3 workers during peak time of 5pm, two of which took breaks while I have been waiting at least an hour already and I am #8 in line.... have one worker only do cell phones and the other handle equipment returns and exchanges! The equipment return and exchanges DO NOT TAKE LONG but the CELL PHONE customers do! It's not fair that I have to wait 1-2 hours to get a broken remote exchanged while waiting for you to sell and start cell phone services which can take at least an hour per person. When the equipment issues are assisted with and there is no one waiting for that then the staff can help with the cell phones. You can sort by equipment versus cell phone because you ask that when we sign in. The saddest part is that there are quite a few of us here with equipment issues and we are all waiting a VERY LONG TIME TRYING TO BE PATIENT! I wrote this complaint while waiting forever for my name to be called!! if you less complaints improve your service or HIRE more people during peak hours which is after work on the weekdays!! I would give a zero but I can't because yelp doesn't allow it so your store is getting a 1 star!!! read more

Wow, sitting here 30 mins to return a cable box. 5 people working and it's moving at a snail's pace. So inefficient...but then again, have yet to come across a cable provider that is competent but Spectrum (maybe it's this location) is pretty bad. So...after a 40 min wait, they're saying we can return equipment at the UPS store. That's not what the person on the phone told us, they told me to return to a Spectrum store within 30 days...plus, a young Spectrum girl has been talking to a customer for 15 mins...about masks, home, etc while others are just waiting. This store is unbelievable read more

My experience with Spectrum has been very unfavorable. It's a monopoly because you only have them to supply you with service (in my area), they take your money up front (a month in advance) and then charge you when you close your account(?) I am a senior with limited income and they have no lower prices for the minimum service that I require (wifi), the prices are outrageous, my price went $20-/mo. once my 12 month at a lower rate expired. Do a better job Spectrum! Especially because your company makes so much money off of all the people, offer better incentives!! I called to close my account and they didn't care, nor did they try to offer any solutions or discounts to me, as if the customer didn't matter... WHAT A SHAME.......No on Spectrum!!!! read more

Very bad customer service , two supervisors standing around white there's 5 people waiting for over 35 minutes

I normally do not write reviews. The customer service here is horrible. Waiting in line for 25 min while the are four employees walking around cleaning phones, two employees helping one customer. Another worker closing out the register, another who just stood around talking to another employee. While there is a line waiting?!? Is this normal, or just plain rude. How does this manager keep his job?!?! Seriously district manager pay attention and get employees who actually care about their job and want to work at your company. Not managers that don't care. Very unprofessional company and people read more

This location takes to long am just here to swap equipment and it takes an hour to do that. They need to do something about this every time I come here I spend over an hour here just for little things they need to do something about this people can't spend all day in this place read more

I have enjoyed nothing but grief with Verizon/Frontier for several years, and decided to try Spectrum. Good clear quotes and nice people trying to do their job. After installation I received an unexpected charge for installation. After it was explained, I considered it reasonable in that the job was done the way I wanted it done. This week I received a bill that wasn't clear. I went to the office (without appointment) at 16434 Beach Blvd. and talked to Karina who explained everything, reviewed my contract and was able to reduce my monthly cost based on usage. I also was advised that one of my cell phones was too old to integrate into 5G. No hard sell to upgrade, just adjust my plan and done. Good service from Katrina B and Javier V, who reviewed and approved the changes. I would add a note of apology to the staff for the verbal abuse they were subjected to while waiting on customers. You can't just walk in, without an appointment, dump your problems on staff and expect the cheapest cost and Nordstrom's treatment. It doesn't work that way. These are people trying to earn a living and give you the best deal while following Spectrum rules. Make an appointment, leave your attitude at home and watch how well you are treated by the staff. If this doesn't work for you go to Frontier and wait hours on the phone for no results and higher bills. read more

New customer here and would like to thank the staff who assisted me. Tam was so kind and great that he acknowledged me and guided me when I was standing in line not knowing their check in process . Waited about 10minutes and 2 ladies saw me standing after their business with the last customer, looked at me but didnt say anything. After my transaction, I asked for the supervisor to commend Tam's action. I was surprised that the supervisor was one of the ladies. Well, hope this serves as a training for all of them read more

My 70+ year old boss went into this store to pick up the home internet installation kit for her new service. The employees stood around talking to each other ignoring my boss, and didn't ask her if she needed help. After a few minutes, she got someone's attention and they told her to sign in at the kiosk and wait. As it turned out, the person who eventually helped her gave her an incomplete kit - just the modem and the power cord. The cables and the router were missing. She would have gone all the way home and tried to install this with pure frustration, not knowing that she didn't have all the parts. I saw her "kit" and ended up returning to the store to sort it out for her. As I was waiting for my turn after checking in, another elderly woman with a walker was asking for help. The employees tried to explain to her that she needed to check in and pointed at the kiosk, but she didn't understand what to do. That female employee was with a customer, so she asked another employee, Daniel to go and help her, and he said, "I guess" and begrudgingly walked over to assist the customer. This is the person who my boss dealt with when she was in store earlier. Daniel should be fired. He's a total jerk. And the employees of this store need to learn to provide service to every customer who walks in, taking into consideration people's age and that they might not know anything about technology. read more

Listen, there's no way you will get in and out fast, however...the help I received from Mayra was unbelievably great. We has been overpaying for a cable package for too long. Mayra took time to ask me questions to figure out what worked best for us and saved us 100.00/month on a new Spectrum package. Super friendly and helpful! read more

I went to this Spectrum office with the intention of cancelling my cable deal. I left with a reduced price on my cable bill and I changed phone service from Verizon. From the gentleman who greeted me at the door to Kim who walked to my table and asked why I was there to CC who handled all the grunt work, they were all exceptional! Kim and CC were kind, considerate, understanding and most of all, very professional. They made my visit with no issues and I truly appreciated their efforts. Spectrum should be proud to have these people as employees. They were awesome! read more

I have never had a problem with this place until recently. A couple months ago I got to the store around 7:30-7:45pm and there was about 12 to 15 people there. The first person to get called up was about 30 +/- 10 min after I arrived. So at about 8:30 there was still about 12 people there and one of the guys was just standing there bs'ing with a co-worker while everyone was watching. Yet here they are just chomping it up with absolutely no sense of urgency. People have better things to do than sitting around at spectrum waiting to be served. I was there yesterday waiting for 45 min with a reservation, mind you and I was talking to a woman who had been there for 1hr and 15 min to simply return some equipment. Today, and I really like this guy, he's always been on top of it. Even tonight he found a glitch that no one had noticed up to this point and I've been working on this problem for a while. So, I said I'll call spectrum to try and straighten things out, and while I'm waiting his goes on break or something and doesn't say a word! No, "Hey, I gotta take a break"or something. He just walks out and leaves me hanging. and that's a bunch of b**ls**t. That is so unprofessional, you don't leave a customer hanging like that especially when you know I'm trying to get spectrum on the phone. So, I ask the dude next to him,"Is he coming back?" This is about 10min after the guy left and he's like "Yeah, he'll be back." As if leaving a customer standing at the podium was no big deal! They need to learn what customer service is and develop a sense of professionalism. You NEVER just walk out on a customer and say nothing, and as I said, I like the dude. He's always done us right! But, tonight I just left that place pissed off! read more