Ena and Henry help us nicely They are professionals Big Thanks to them and Spectrum Store...go see them...they'll hook you up read more

On Sunday, August 2, I visited your store and signed in for assistance as instructed. At the time, there were two customers ahead of me, which was completely understandable. While waiting, I noticed one employee assisting a customer who made a phone call and remained on the call for an extended period. Instead of helping the customers who were waiting, the employee simply stood there waiting for that customer to finish the call. I also observed another employee and the store manager, Henry, both assisting a single customer for an extended period of time. During this time, there were approximately six customers waiting for assistance. I do not understand why two employees were dedicated to one customer while the waiting line continued to grow. Concerned about the situation, I requested to speak with the manager. When I spoke with Henry, he immediately asked, "What's going on?" As I attempted to explain my concerns, he was extremely rude, condescending, and repeatedly interrupted me before I could finish a sentence. I politely asked if he would allow me to finish speaking, and he responded, "Sure." However, when I began explaining my concerns again, he once again interrupted me. The entire interaction with Manager Henry was unprofessional and unacceptable. Customers deserve to be treated with respect and allowed to voice their concerns without being interrupted or spoken down to. I strongly encourage your company to investigate this incident and review Henry's conduct and customer service practices. If this is how he treated me, I am concerned that other customers may have had similar experiences. I believe he would benefit from significant customer service retraining, and if this behavior is found to be a pattern, appropriate disciplinary action should be considered. Thank you for taking the time to review my concerns. I hope this matter is investigated so future customers receive the level of service they deserve. read more

Everyone knows Spectrum is not customer focused. The company has a reputation for making even simple things unnecessarily exhausting, especially around account ownership, equipment returns, and deaths. The Spectrum store is particularly frustrating, where many things customers reasonably expect to accomplish simply are not possible. Retail stores refuse returns unless someone is an authorized user, while UPS can process the exact same equipment by serial number with no issue. The inconsistency, lack of compassion, and endless runaround create unnecessary stress for people already dealing with difficult situations. Avoid Spectrum if at all possible. read more

Spectrum - Internet Service Providers Near Me - Encino, California

After 5 calls 7 hours of sitting on the phone with spectrum, (no exaggeration) where their staff could not figure out why my internet service was down, someone finally figured out the problem. (My modem and router were wrong for our new service) They asked me if I wanted them shipped to me the next day or get them in person. I asked to pick them up myself. I was told to go to my nearest spectrum store which is Encino. It was late but as long as I got in before 8pm it was going to be ok. So I go. I Sign in and finally after one customer left rather upset. I was next. I said I just needed to swap my items and I'd be out of there. But he insisted they were being shipped to me tomorrow. I told him they were supposed to be picked up by me, but he insisted they were being overnighted. I asked, can I turn these in here? He said no and that they would be lost in the system, and I would be charged for them. I told them I was rather miffed that I got the runaround and questioned why they couldn't accept our old components. He avoided answering me. I said, admittedly rather upset, "So I come here rushing against the clock to make it in time from my house and I get nothing for my trouble. Sorry. He says with a smile. I cursed under my breath and left. As they locked the door behind me the two remaining employees laughed. I want back to the door and said are you guys laughing at me. They just literally smiled and kept laughing. (The next day I called spectrum again, and I'm told that the modem and router won't be in till Friday! Only after two more hours am I told I can indeed pick them up after all! (Porter ranch store) By the way. After I picked them up, It then took four and a half hours more of calls to get the system working. Yes, all that to reconnect my cable from a months disuse. I'm upset about all the time wasted trying to get this sorted but those two clowns at the Encino store that night really went out of their way to deny me service. I am going to be calling the manager about those two a**hats, but I'm sure that will get nothing accomplished. I do intend to get their names and post them here. Spectrum. You better get this right with me. ASAP. . read more

Returned my equipment. Was told the system stated I had more items to return. I did not. Only two items. Then the letters and phone calls start. Avoid spectrum at all costs. Rate goes up to 100 as soon as deal is done. read more

Do not waste you're time here. They are slower than government employees. They see 15 people waiting and chit chat with customers about nonsense. I waited 45 minutes to return equipment and then left and in. 5 minutes at ups they did it. Ridiculous!! Spectrum sucks!!!!!!! And they don't even give a store number but just 888 number. Horrible company. read more

We went around 2:30pm on Saturday. Only two staff members were working and the line was long. At one point there was only one representative left helping customers. Many people left, including an older woman who had waited for about an hour just to cancel a service for her family. The staff member turned her away because the account holder wasn't present, and didn't try to offer any alternative solutions. She left frustrated. They really need more staff on weekends to support customers. Now I understand why the rating is what it is. We waited almost 40 minutes just to return equipment from our old house, and the actual return process took less than five minutes. There should be a faster system for simple equipment returns -- even just scanning a code like Amazon would make it much more efficient.. read more

HORRIBLE customer service. I was returning an old modem. 4 people in the entire store. One helping a customer, one looking at his computer. I signed in and waited for ten minutes. I asked if I could just leave the old modem and the guy said "no". I told him I was in a bit of a hurry and asked how long it was going to be. He said it would be another 20 to 30 minutes but I could take it to UPS. I walked out, went to UPS (they took 2 minutes). I drove home and was home for a half hour when I got the text that it was my turn. Horrible and the guy behind the counter acted like a smug teenager. If I managed this store, I'd fire both employees. Horrible! read more

Spectrum is horrible, the constant hikes in prices, outages in their wifi constantly with no credit on bill, they constantly raise your bill for equipment increases, plan increases, if you try to disconnect just go to a store the customer service will try every way to make you stay with lowering your bill or a price thats only guaranteed 1-2 years which they never tell you. Yes, you can return your equipment at a UPS store and spectrum will pay to ship that to them. However, highly recommend going to a store so the spectrum reps. Can disconnect and give you receipt for everything you return. Dont chance something getting lost where they can bill you again. My cable bill went from 148 to 175 a month without their wifi. read more

Had to stop by to return some Xumo boxes that just didn't work well for us. Arrived on a busy day and checked in. I thought the wait was going to be long since we did not have an appointment, but it wasn't bad at all. Once we were called up to the counter, we were helped right away and everything was taken care of quickly and efficiently. I was pleasantly surprised at the overall experience. Do note that this review is for the actual store and customer service there, NOT for Spectrum services in general. read more

This review is for the Spectrum store in the Encino Courtyard, NOT for Spectrum services like their TV and Internet coverage. On the Spectrum site, you can book an appointment time for this store. Since I did not have an appointment, I expected a wait time. I was delighted that there was no wait. Rihanna helped me right away. She was friendly, welcoming, and helpful. I was there to return equipment and tell Spectrum I no longer wanted to pay the monthly fee for that equipment. I expected them to try to upsell me. I was pleasantly surprised that Rihanna very efficiently processed my return, emailed me a receipt, and did not attempt to convince me I need that or other services. How refreshing! Plus: Store was wonderfully cool on a Very hot day. Tip: They are inside Encino Courtyard, on the street level. The signs of what business is where here are confusing. There is a sign that indicates you need to go upstairs for Spectrum - don't be fooled by the sign! read more

If you want your walls and property damaged. Call spectrum. They busted holes through my wall, and just one single home run from the exterior of my home straight to the modem. Trash installation read more

Spectrum - If you need a coax home run ran straight from the source, and punched through your wall. Call Spectrum! - Internet Service Providers Near Me - Encino, California

The only competent and pleasant staff member at this location that I encountered was the manager, Henry. The two employees were very unpleasant and unhelpful and I had to ask for the manager to get help. Henry was great and resolved my issue but the female employee was cold and rude. read more

This is located in the Target shopping plaza right on Ventura right across from where Versailles is. There's plenty of parking upstairs or underground. I didn't have a reservation. Just walked in and entered my info on the iPad and waited about 5 minutes before I was being helped. Told the rep I was there to return my equip and disconnect my service with Spectrum. He didn't try to upsell me or mention retention offers. Which I appreciated because I have already made up my mind and went with T-Mobile and have been using them for the last month. read more

Horrible customer service. There was a girl named Jocelyn she would refuse to give me her last name and said she's from Texas. Please make sure that management knows that Jocelyn from Texas is the worst Representative and completely rude. I was promised a new rate because we were going to switch to T-Mobile. I have three weeks left from what I actually paid for so they took $91, they shut off my service early which I was never told. So now I don't even have Internet. Not only that, I called them back to take them up on their offer that they gave me three days ago. For $50 a month for two years guaranteed. I called them back today to let them know that I was going to accept the offer. I don't know how this is possible, but they literally turned off my service which I don't know how they could do that since I paid for a whole month and only a week has gone by. Number one. Number two she said since I am no longer a customer and I would be a new customer. The charge would be $75 a month. These guys are literally just Scam artist. The initial person I talked to that gave me the deal, she was nice, but this Jocelyn from Texas that I just talked to had no idea what she was talking about. I have three weeks left as a client of theirs because I paid for the month. She then said they disconnected me completely, which I am now going to go into my bank account and claiming that money back since you guys took my Internet away for three weeks early. That should be illegal if you ask me. Feel free if you're from this company to call back call me back and fix this issue otherwise I'm going to keep leaving reviews, and I'm going to go into my bank account and mark this as a fraudulent charge on my account since you turned my Internet off three weeks early from what I paid for. read more

This is a place that sells iphones and android smartphones and ipads and smart-watches and other electronics, BUT they NEVER have anything in stock, seriously never. Even the employees there say they don't ever have stock and don't get new shipments in and it's because "spectrum doesn't want stock it can't sell". Basically, it's kind of like trolling people to have a shop that sells electronics but not actually have any of the electronics that are on display in stock. That's really weird. The employees say "order it online", but then what's the point of your store?! They should either close this fake store or actually stock it with the merchandise it pretends to sell. read more

Showed up to return old equipment and was told by a male employee to add my name to the queue and that it would be a 20 minute wait, and would receive a text when it was my turn. Decided to run into Target right next door and grab something I needed. Well, 45 minutes passed with no text. I ended up walking around Target to kill time. As I was checking out, I got a text saying "Your turn is coming up soon. Please return to the Spectrum store." at 4:22 PM. I thought to myself, perfect timing! I grabbed my things from the checkout at Target and walked back to the Spectrum store. During that literal 1 minute walk, I received another text saying, "Your turn! Go to the specialists' station." at 4:23 PM. As I was opening the door to the Spectrum store that very moment, I got another text saying "Thank you for your visit at the Spectrum store." also at 4:23 PM, that very same minute as the last text. I walked over to the same man at the counter and told him that I received a text that it was my turn. He said he had no one by my name on his queue. Confused, I showed him my text messages that I had received. It was now 4:24 PM, so I showed him the time stamps that the texts had come in within 1 minute of this conversation. He simply said, "Oh, we must have called your name already. These texts are delayed. You missed your turn. You have to stay inside the store and wait." I told him that this information was never relayed to me, and pointed out that the text from Spectrum literally told me to "return to the store." He shrugged me off and just repeated the sentiment that I had missed my turn despite waiting 50 minutes to be helped, and that I had to rejoin the queue and wait again. Needless to say I immediately left and just wasted an hour of my life. Will be mailing my equipment back instead. What a horrible experience! Be warned in case you go that their text system apparently means nothing, and no one will communicate this to you upon arrival. They literally watched as I exited the store upon adding my name to the queue with no warning that I had to physically be inside the store BEFORE any text was sent to me. read more

This was one of the worst customer service experiences I've ever had. From the moment I walked in, I was given misleading information. I was told the phone I wanted was not in stock, but shortly after, another employee named Briana brought the phones out from the back -- which clearly showed they did have them available. Even after that, I was still given excuses and resistance about upgrading my phone. It felt like they were intentionally creating issues that didn't exist just to avoid helping me. The lack of transparency and professionalism was extremely disappointing. Customers should not be lied to or treated like their time doesn't matter. I hope management seriously looks into this situation and addresses the behavior of the staff involved. read more

Have been waiting for 45 just to return equipment while Marvin, if thats his real name ( no name tag), just gave me nothing but attitude while he is messing around with his phone. I was the only one waiting, he makes me go back to waiting area, only to call be back 5 seconds later. Shameful. read more

I wanna confirm that Spectra has the worst service and credit system. There is possible in the market. I told him my Internet, my phone line and my Wi-Fi and TV wasn't working and I called when it wasn't working and they said that'll be up by 2:30 I wasn't up at 2:30. I called like 334 instead of have back up by five, which it was up but now I called to get the credit and then never wanna give me the credit. The worst customer service definitely do not recommend Spectrum. read more

Service is horrible. Customer service just doesn't care Prices keep going up with zero F for their long time customers read more

Spectrum - Customer service - Internet Service Providers Near Me - Encino, California

We had an amazing assistant Cherie! Not only did she upgrade our Spectrum boxes no worries but she found me two years of phone service for free so I switched from Verizon and she upgraded my mom's household to Internet and the bill was $30 less - you can't lose read more

They only have 2 very rude employees and they take forever with one customer or they're just sitting around on their phones not helping or greeting any other customers. One has a fade and is older and the other is some young douchebag. Will not be coming back here for any business. read more

Took care of business fast..! In and out real quick, customer "on point" Definitely go back here in I need in store service.

Worse store ever! I'll never go there again! 8 people waiting for service 3 employees only one helping.

I totally understand that things take time but only having two people work the registers while 4 customers are waiting over an hour is a little ridiculous. The manager is checking on people when I feel like he should just get behind one of the computers to help make the process go faster. read more

First time going to this office it was really clean really nice the customer service was great and the employees were very professional and very friendly I don't know what those other reviews are talking about but this is the nicest spectrum I've ever been to period! read more

Spectrum - Spectrum waiting area - Internet Service Providers Near Me - Encino, California

Stay FAR FAR AWAY! The absolute worst customer service- not to mention the worst pricing. Our internet went out for over 24 hours and I was unable to talk to a representative four hours. Once I was finally able to reach someone they were no help, and I just ended up canceling the policy and switching to AT&T. read more

Went in person to this location to pay a bill. Unfortunately when you try to call to see if they're open you can't get a person or information of hours to see if they're open. So I went to this location no sign indicating it's closed. However, it does have a sign on the door saying they're open Memorial Day: open from 10 am to 6 pm. Spectrum needs to have an option to press on their phone menu their hours & days when they're closed. Not everyone has online service to find out IF it even mentions it. Just would make better customer service. Would have been nice if it mentioned it Yelp too if they were going to be closed today. read more

Terribly rude to customers and horrible service. Do not come to this location unless you want to wait an hour!!! Even after waiting they did not help me, despite the fact that my router return would've only taken two seconds. INCREDIBLY RUDE!!!!!!! If I could put zero stars I would. read more

This store is very very slow, bring breakfast lunch and dinner with you...... I'm just trying to return equipment lol

They'll take care of your issues but I've never been here without a half hour wait. They have made an attempt to make it fair but the only solution to the long wait times would be more employees read more

Long waiting time. Staff are not trained adequately to help others. I didn't see any interest to be helped, I walked out! Not recommending this place. I wish I could call Spectrum before visiting this office on this location. read more

This is the best Spectrum I have ever been to!! I'm not sure if I just came at the right time but every other spectrum I been to there has always been a long line. Some lines circling back around the building! But NOT this one. I walked in to pick up new equipment and was greeted kindly by two employees. I was being helped right away and straight to the point. There was a little commotion going on with a customer arguing about some payments or something like that so while my stuff was being handled I was entertained just listening in. The parking is in this lot type of thing and there's other shops as well but luckily it was fairly easy for me to find the spectrum. I just followed the signs and ended up there. I really liked the area of this spectrum too. read more

Spectrum - Outside - Internet Service Providers Near Me - Encino, California

Harvey is the man! He showed us how to adjust the phones to work ! Apple Genius Bar was unable to fix the problem but Harvey did it in minutes. Apple took over an hour with my phone. read more

Service must depend on the time of day. I stopped by at opening to exchange my equipment. Staff greeted us with a smile, were helpful and efficient. I was in and out in about 10 mins or less. read more

7 parties ahead only 2 people working, we have been here 1 hour...very disrespectful your (Spectrum ) customers...terrible experience. Btw 2nd time here due their error... it's a negative 5 for me not a 1. read more

Avoid this company at all cost. It's nonsense. All these companies go above and beyond to make everything easier on themselves and harder on customers. It's BS. Don't bother bringing equipment here. They'll turn you around and send you to ups. Wtf is the point of spending all this money to build out a store front if you're not going to help customers. Literally no one goes to a spectrum to shop for services. We order it on the phone. Give me a break. read more

Had to change my time & it was no problem. Got there and was taken immediate without a wait. Exchanged equipment w/o a problem and gentleman was very nice. I would use that store again. read more

Terrible, Terrible, Even more Terrible. That's one for each of the 3 employee's behind the counter. Hard to know where to start because I've never written a review in my life because I've never felt so ripped off and disregarded. I'll give it a shot though. I went in to return equipment since I've been having intermittent wi-fi failure everyday for months and months. The first time I visited the store I dealt with Employee # 1, just a few months back. I explained to him my problem and he told me I don't have the right router for the new 1gig plan that I signed up for almost a year prior and he smirked and said wrong equipment .THATS GREAT, I thought , since they were the ones who gave it to me....and he thinks its funny. How am I supposed to know that? I spent all that extra money every month and recieved no upgrade for a year.... that's hilarious. When I asked for help on that, he told me to contact customer service ( that's also funny, because that's what I thought I was doing ). Anyways, back to wi-fi problem. I got the right box ( although it looked fresh out of someone's house with dust and what looked to be grease nicely shrink wrapped )....and the same problem occurred...Wi-fi kept going out. Next, I went the technician route....hurry up and wait, let's scratch our head, say it looks fine, clips some coaxial cable and leaves. Same problem. This time I returned the modem and router for different ones. No surprise, No work. Technician # 2 comes in.....clips more coaxial, add's two hubs for the wi-fi ( basically is supposed to extend the use area ) that I had to pay a extra monthly fee for. This technician told me this might do the trick but if i were you I'd get a third party Router system that he recommended....and I did, for $600 dollars. Call me crazy....why am I sticking with these people ( because I've been a customer for over 15 or 20 years, even when they were called by other names.) Anyways, new equipment now...seems to be working fine.....so I went to return the last router and hubs Spectrum gave me. Turns out when you return some equipment and say you bought your own....the monthly premium goes up under the ruse that your promotion is ending and your rate will go up almost $40 dollars a month to $300. I've been on the same plan for years ...so that seem's soooo convenient that that happens for them. At this point I had reached my limit........i felt like i was getting the used car bait and switch treatment...I may of spoken louder ( never yelling ) I may have been indignant ( honestly, maybe a little rude.I apologize for that ) but this is a year of aggravation not to mention paying for the service I never got for another year. I'm going to stop there because it got to a point where I was kicked out of the store, refused a manager, Employee #3 left and stayed in the back room and employee #2 and #1 ganged up and continued to ignore me while being very rude and while I called Spectrum corporate. I'm not holding my breath for any resolution there either. They don't care anymore...it's obvious they're getting pushed out of the cable game. They're store is set up more for selling phones and such services...... which is why I think dealing with people at the counter isn't even important to them. they want to be an Apple store. thanks for listening read more