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. read more

We bought a iPhone 15 and paid cash. They offered us 169 to trade in my wife's phone. When we got the phone we had to go back to get the info transferred. The guy had a problem and sent us home not telling us everything. We sent it in for credit. Then we were told the find my phone app needed to be turned off or our credit will be zero. They didn't tell me how but I found out how to do it from the master phone and did it but we received threats every week until the deadline then they said thank you and we will be getting the credit Now it's 4 months later no credit 3 or more tickets have been open but no credit. Spectrum excuses are it's not us but the vendor we cannot contact the vendor all things were done by us. But spectrum opinion it's not them. I bought the phone from them they offered the credit to their account it's their vendor so it's them. Such a big company cannot give you the credit they promised so sad. They blame the vendor. 169 credit is too large for them to style this for customer service 5 calls is too much to call for a customer to settle the problem. Everyone there won't take responsibility. Don't use their service at all I was with Verizon should have stayed. DONT SWITCH stay with your carrier they don't appreciate you here. Too bad I shouldn't have switched. They don't care about you read more

Horrible experience here since we were first on the list yet 20 minutes went by of us standing around outside the front door patiently waiting. We got the phone message saying they were ready and when we came in they said we must have missed it, luckily a worker named Rob saved the day and helped us make things right. read more

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. read more

I spoke with Katherine. She understood that I was concerned about all the little details and she made me feel so secure. I want everyone to go through her!! She was so sweet, so compassionate, and so genuine!! That l you Kat!!! read more

My modem stopped working so I called customer service. The agent told me to go into the store and trade it in for another one. She didn't tell me that I could make an appointment. Got here at 10:59 AM and signed it. Got a text at 11:50 AM saying come to store and I'm next. Got another text at 12:49 saying that it's my turn. Took one minute to do the exchange. Somethings wrong with the system they should have equipment exchange desk. Very frustrating sitting around and waiting. The store and the people are nice but the service sucks! read more

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 read more

Standing in a line, no one says there's a sign in, people come in and they help them first. After a couple nice people who signed in let us go first, the worker tells us there was a sign in. read more

I needed to return our cable box as we recently signed up for Youtube TV. I was actually on the phone with Spectrum from my car calling to cancel the cable service. I then walked into the mall to return the box. It was relatively early on a Monday about 10-10:30am so I was expecting the store to be busy after the weekend. I signed in on their tablet as I walked in as another customer was leaving the store. There was only one employee that I could see manning their desk (but I couldn't see the other side of the store around the corner). After signing in, I kind of just awkwardly stood around in front of their service desk so the gentleman can obviously see me that I needed help. The gentleman manning the desk was typing away on his computer and I assume he was finishing up his notes or transaction with the woman who was leaving as I walked in. He typed away for about 2-3 minutes. I wasn't in a rush and I'm not a demanding customer but standing there I remember thinking he could have at least acknowledged me or told me he needed a minute to finish up the last customer but it was just the awkward clicking of his keyboard. Finally when he finished up what he was typing he acknowledged me, asked me how he could help me. I told him I was there to return my cable box as I had recently cancelled tv service. He looked up my account which was apparently locked or still processing which could take some time since I had so recently cancelled service a few minutes ago from the car so he couldn't actually process my return in their system. He actually had to break out his old school receipt book and wrote out like a NCR carbon paper receipt. I wanted to double check and make sure this would mark me as returning my cable box since I didn't want to be charged for the box. He assured me it would be marked as returned but of course I held onto the receipt anyway. At the last minute I inquired about the cost of my internet and if they could do any better since I know Hawaiian telcom recently rolled out their fiber internet to my neighborhood but again he said because I recently did a cancellation he couldn't see my account details since it was locked or still processing. He did however assure me that if I was paying the regular rate and Hawaiian telcom fiber was now in my neighborhood they could do a better price than the rack rate, I just had to inquire later after my cable cancellation was done processing in their system. Aside from the awkward standing around for 2-3 minutes, I was pleased with my visit, virtually no wait (at least from other customers), knowledgeable, intelligent and quick service. I'm glad I didn't experience the line of customers that others have experienced. Perhaps weekdays are better for avoiding the crowds. The locked account is probably my fault. They probably don't expect people to be cancelling service from outside then immediately walk through the doors for additional service. read more

All I needed was a new remote. I checked in at 11:13, it's now 11:52. My name still hasn't been called. In the prior store at Windward Shopping Center, there was a service where you could get a simple replacement, quick transaction & leave. It would be advantageous if there is such a station where we can conduct a simple replacement. The 4+ customers before me had technical issues. And there are others before me that are waiting for assistance. Would be helpful if there is a station fir non-technical issues. read more

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. read more

went to their store in Windward mall today to return equipment. Did not have an appointment which I strongly recommend. Signed in and waited almost an hour before being helped. There were 12 customers waiting and only one service rep on duty. Unacceptable from a big company like spectrum. read more

I'm at their store and can't believe they only have one customer service person on duty for the last hour. It's Friday afternoon and there are nine customers waiting!! read more

Door open at 10:00am, checked in by tablet, wait list is No.4. The lady employee is very friendly and experienced to solve the problem, thank you so much! read more