So I canceled my Spectrum service about a week before visiting the Kapolei store. I stopped in to return my equipment and ask why I was still charged for internet after my account had already been terminated. That is when I learned Spectrum does not prorate service, something I was not aware of until I asked in person. What stood out most was the in-store customer service. The representative I spoke with came across as dismissive and uninterested in helping. There was no acknowledgment of the frustration, no real explanation beyond the bare minimum, and no effort to leave the interaction on a positive note or retain a longtime customer. What made this more surprising was how different the experience was compared to my earlier call with Spectrum's mainland customer support when I first canceled. The representative on the phone did everything she could to try to retain me, thanked me for my long history with the company, and genuinely made me feel valued. It was professional, empathetic, and customer-focused. It was mind blowing that a mainland representative showed me more aloha than the local rep i interacted with. The contrast between those two interactions was striking. When someone is closing their account, that moment matters. It is an opportunity to show professionalism and keep the door open for the future. Unfortunately, my in-store experience in Kapolei did the opposite and left a lasting negative impression and insured that i wont be coming back. read more

Service! It was a very long wait time. I wish that could see that customers time is also valuable and we don't get paid for waiting!

Stopped in on a Saturday to exchange my old modem. The entire process took me about 10 minutes. No upselling or extraneous stuff. Associate Noel was competent, cheerful and pleasant. Would recommend! read more

Paying a bill in Kapolei, Oahu, Hawaii... When I went to TJ Maxx at Kapolei Commons a while ago, I noticed that Spectrum was on the corner of the main street... right by DB Grill and Consolidated Theater. I made it a point to pay my aunty's next bill here - as I had been to the busy Ala Moana location in the past... with the long wait because there were so many customers with concerns... I also tried the Windward Mall location last month, which was alright, but there was only one worker at the time, and the system had crashed. I had to pay at the kiosk. This time, the bill-paying process was much better. I easily found free parking and walked into the nicely air-conditioned, clean, spacious environment! I was called to a worker's station right away and was helped efficiently by Rae. I told her my aunty's sad story... she can never pay with a check again because her check had bounced a couple of months ago. Rae offered to place my aunty's account on automatic payment... Yes, please! What a relief! No more searching for bills in my aunty's mail... No more postage stamps... No more visits to Spectrum... Amen! read more

See all

Initially walked into the store and signed in on the wait list to cancel my internet service. Waited for 30 minutes so far and decided to call customer service instead since that was an option. The CSR on the phone was trying to keep me as their customer with what services they offer, then a CSR in store named Rhiannon (sp?) was walking around with a tablet asking if I needed help. I hung up with the CSR on the phone and explained my situation and she helped me right away by canceling my internet service. She did explain what services and prices they're offering and if I decide to go back to receiving Spectrum services, to let them know. I would give 5 stars to the in person CSR, but I have to give 4 because of the wait time, chilly store, and CSR on the phone. read more

Employee training SUCKS, employees give out WRONG INFORMATION & are told to LIE about services so they get more customers. I returned my items within 4 days of getting them, was told I could "take advantage of the 30 days money back guarantee NO QUESTIONS ASKED." But yet there I was forced to pay the $92 for the 4 days and made to call 6 different numbers to REQUEST for my money back. Only to then be told I had to wait for someone to APPROVE the refund & then I'd have to call back AGAIN, after 3 days to make sure it was correctly filed and accepted. It's now WELL OVER A MONTH & I'm STILL F-ing waiting for my money back. Hell will freeze over, pigs will fly & unicorns will lead the universe before I EVER do business with spectrum again. I wish I could just not give ANY fluffing stars, my review is solely to REMOVE any & ALL stars yall have that are CLEARLY make believe. read more

I switched carriers to Spectrum Mobile. 4 days in to a 34 day Europe business trip, my telephone service dropped. After several hours on the phone with support. they managed to restore incoming calls, but not outgoing calls. They have told me at this point that I will be without service until I return to the US at the end of next month, and there is nothing more they can do. Unbelievable. Needless to say, switching providers as soon as I get back. Think twice before using these clowns! read more

Overall disappointment. After establishing my first internet package (100.00) with spectrum I found out I was paying way too much. I called multiple times to adjust this but was left with minimal to no change, last person offered $70.00 but threatened to increase my phone bill if I left. The third time i called I spoke with a girl who told me not to leave and said I was holding a grudge over the circumstances and offered all kinds of reimbursement. Poor customer service, communication and professionalism. read more

I was so scared to go to this Spectrum because of the reviews but I literally had a great experience! I made sure to make an appointment just in case. I went in an hour before my appointment (again was scared of a wait because of the reviews) to get a new modem and router, the check in kiosk said I had to wait to check in because I was way early so my daughter and I went to go look around, it was so nice in there and there were 3 friendly workers helping people and one person in line. I was going to wait to check in but after one of the workers was finished with the customers he came and asked us if we needed help and helped us SUPER FAST!! I'm so amazed at how fast and friendly they were (again, scared because of reviews) and I would honestly give them 10 stars. I even went in at lunch time at 12:35 ish. Super friendly customer service and almost no wait. Thank you so much! read more

8/2/22 9:45 am Headed to Spectrum to drop off a router. I was already 5th in line before it opened. As soon as it opened, everyone had to sign in at the kiosk. This works as you wait for your number and you don't have to stand in line. There was one gal working the front and a gentleman that helped people sign in so they knew what to do. By 10:05 am, there were about 10 customers in the store. As soon as the gentleman finished signing people in, he jumped onto one of the computers and began servicing people. All in, including the wait time prior to opening, it took about 25 mins total. read more

Spectrum - 8/22/22 Monday @ 9:45am. 5 th in line. - Television Service Providers Near Me - Kapolei, Hawaii

See all

I recently moved to the westside and visited the store for the first time to cancel my TV service since I no longer require it. I was informed that I needed to return my cable box within 14 days, which I did. I was pleasantly greeted and assisted with the check-in process as soon as I entered the store. The sign-in screen was helpful as it displayed the queue status. Although there was only one customer ahead of me, the waiting time was approximately 25 minutes. However, the actual drop-off process was completed swiftly in less than 3 minutes. I believe the overall process could have been more efficient. The store was well-maintained and organized. read more

Excellent customer service, something that is lacking at many places. Spectrum opens at 10 am. I walk in at 10:10 to be greeted by Brandon.. he makes me feel welcomed. Brandon asked me if I had an appt, which I didn't. Lucky me, it was not busy. Thus, the appointment system is working for crowd control. Brandon explained that customers can go online and create an appointment (just like the DMV) but if not they do take walk ins as time permits. So play it safe and make an appointment on line. So now I am called to customer service. I came in to return my cable boxes. I recently learned that my Roku can control my entire TV operations. Saves me $10 bucks=$120 year..per cable box. So I also asked about programming my remote, the lady said that instructions are given with every remote. Well considering how many times my remote goes M I A that paper is long gone. Brandon walks over and tells me "let me get a new remote" just like that. No haggling, no begging, no stealing JUST JOKING!! Point is .. customer problem heard offered a NO hassle solution. Happy Customer!! Now I gotta figure out how to program the remote !! Tech challenged! read more

Spectrum - Television Service Providers Near Me - Kapolei, Hawaii

I won't say anything that has already been said. Went in tonight to simply exchange routers. There were three people working there tonight and I was there for over two hours. Not one of us was acknowledged. Staff walked off when they started getting approached from customers and went into the back and never returned. Pretty shocking. At least it's nice to know they treat EVERYONE like crap. read more

Spectrum - Television Service Providers Near Me - Kapolei, Hawaii

I'll give them 2stars, not that they deserve it.... The representative that assisted me was lazy sat down the entire time. Gave me subpar service. I went in to upgrade my grandmas phone, and she wanted to do a trade in. Her phone was dying and in order to trade in the phone they have to transfer all her information to her new phone. He then responded to me with you'll have to go see at that table over there if it'll charge your phone. Not sure if that will work. So I went in my car to look for a cube and cord to charge her phone. Unfortunately I only had a cord so I asked the representative assisting me if they had at least a cube that we could borrow. He responded to me with we don't have any. So how do you adequately assist customers trading in their phones with limited battery if you don't have even the cubes to charge a phone. How can you call yourself a mobile provider. Just pure laziness with the whole process. A big fucking inconvenience! Excuse my language. I had to go sit in my car just to charge the phone and transfer the information. I won't be doing any future services here. And if I need to it won't be with this rep. read more

Went to this store to get some help with adding additional shows that I received on my phone and got zero help. Was told I had to download it myself which I tried and couldn't get it to work that's why I went to the store. The people there don't want to be bothered. As an older person I needed help. What a joke some of the people are working at this store. Thinking about changing my service to a Hawaii telecom. read more

Yesterday as I was waiting to make a payment I witness one of your employees helping a customer who was there having some issues. Shirley Ann who was the employee did an outstanding job trying to help him. I personally thought he was being rude and talking super fast to her and she did everything right to help him. My husband and I weren't trying to be nosey but he definitely was not being nice and I just wanted to say that Shirley Ann was very respectful and friendly towards him so Mahalo for having her as a part of your company. She deserves a five star in my eyes read more

They have 3 people working with 15 plus people waiting. One employee just standing around. I came in to drop off my equipment shortly after opening and have been waiting for over 20minutes, I'm 3rd in line. Ridiculous! read more

5 Star for Elijah! Great customer service. Mahalo Brada Also for the other desk workers on the other side helping customers A1 0 stars for manager that just stands and seem to just hounds over his workers. As the customer list just gets longer. Manager doesn't bother to even do nothing. I'm sorry but this stands out. Spectrum. I'm sure customer service is key. Manager should have stepped in immediately to help. It doesn't seem like customer service is top priority. He didn't help not one customer that was on the list. Had about 11 then drop down to 9. I entered the store a little after they opened and left around 12:15. The same customers were still on the list waiting. As this manager just stands around. Be a leader not someone that gets a promotion and thinks they don't need to do anything. read more

Was greeted by tommy at the door when coming in. He gave awesome see Yan's was very knowledgeable. They are practicing safe distancing inside and out. So happy that don't have to drive all the way to Mililani or Pearlcity. read more

See all

Truly amazing! Thanks to Rae who assisted my husband and I when we walked in to "possibly" changing cell phone carrier's to Spectrum! She went above and beyond any customer's expectations as someone who knows the products that they offer. She explained what I needed to know and was upfront on things I would ask as a new mobile customer without me having to ask. She sold us right away that there was no way for us to turn away for the great deal she showcased to us. Not only did she sell us a great mobile phone plan but she also checked our internet plan and made adjustments to it that worked favorably for us. Her manager Brandon was wonderful with us too. We talked to him to say what a good job Rae has done for us and he was also just as welcoming as her as customers. Their professionalism, friendliness and knowledge is like no other and would like to say thank you to both of them for providing outstanding customer service to us. With much thanks and aloha, Bruce and Val of Nanakuli read more

As good as any cable / internet provider ever is. Had both with them for three years. Over priced and sometimes the signal would go out on the cable or the cable box would randomly restart. Wifi signal was weak and slow most of the tine. Limited options so we stuck with them. read more

See all

When you're being helped, the service is great. But until then you don't really count. I had a reservation today so I didn't have to wait.--or so I thought. I check in at 10 mins prior only to see they can't find my reservation. I tried 6 times, same response. I'm told to check in as a walk in. F-----!!! There's four people ahead of me, which means it could take up to an hour to be served! Edit: I got out in 20 mins. I have to stress that the workers can only work as fast as their equipment allows them to. The person that helped me gave me a written receipt because he couldn't generate one. All in all, the service is perfectly fine once they're helping you! read more

Sitting here right now. Only 1 guy working and get 12 names listed, waiting. A lady popped her head out of one of the doors only to look at all of us and then go back in. I don't know why they don't call for back up. This is not the first time I experienced this but this is so close to home and yet the service always sucks! read more

It's a Monday morning and this location opens at 10:00a. I know it's super busy but perhaps staffing more associates after a long weekend may help? Perhaps having a floater to help those that were told to come in and exchange our equipment for a new set? Just a suggestion. Just trying to get some help for these ladies that need to help all of us in line. The amount of money corporately that we all pay for services to Spectrum should validate another body. This rating is not reflective of the service I received from these ladies. Just as a side note there were 2 wonderful gentleman who are customers who would go around and let the other patrons know to sign in. An additional Spectrum person could probably facilitate that in my humble opinion. read more

Spectrum - Only 2 associates currently assisting about 13 people in line on a Monday morning. - Television Service Providers Near Me - Kapolei, Hawaii

See all

Aloha all - to me it's by far the slowest circulation of customers I have ever seen next to the Post Office. Appts - bahahahaha that still puts you in line on a board so dont fool yourself by a quick in & out... The people here are so, so, so, slow I bet the 2nd coming of Jesus Christ will happen before these people do anything this afternoon... why is either understaffed OR.... you have the 2nd slowest people on the island working here... customer service help line is outsourced to Bangladesh and from a gazillion miles away there faster than this place... do yourself a favor DONT COME HERE, DON'T RECOMMED THIS PLACE and hopefully SPECTRUM will do us all a favor and replace these people... read more

Spectrum - Question says "what's in this photo" my answer NO CUSTOMER SERVICE PEOPLE that's who... - Television Service Providers Near Me - Kapolei, Hawaii

See all

Terrible signal performance. The internet is either very slow at times or stops working, then appears normal...

My mom lives out in Kapolei so I decided to stop by this spectrum to get my wifi box. I just moved to town and omg I'm sooooo glad I came to this location. I passed by the ala moana location a few days ago looks like hell! This one there's never really a line and if there is it goes by quick. The customer service is superb! My box wasn't working so I had to come by and exchange and decided to come back to this one after another visit to my moms and I was in and out in less then 10 mins! Highly recommended :) read more

Turned in all equipment last month to cancel services with them but yet was still billed the full amount for their service online today because no one told us that we had to physically tell them or call to say that we're canceling all service with them. No one even bothered to ask us why we were returning all the equipment at all when we were there, would have been nice to have been asked "Why are you returning your equipment today?" So maybe we could have been told that same day that we had to go through a whole process to cancel all services. After talking to someone on the phone we still have to pay a bill for something we don't even have anymore. read more

Every time I come to this location, there's 20 people waiting and only 1 worker working the front and another one walking around in the back! Spectrum needs to get with the program! Hawaiian Telcom is finally coming. Spectrum will be losing some customers! read more

Spectrum - Television Service Providers Near Me - Kapolei, Hawaii

Spectrum has great, unfailing service.....no more dropped calls!! The staff at Spectrum Kapolei are friendly, welcoming and super efficient insuring a customer is satisfied before walking out the door. Glad I made the switch!! read more

Why am I leaving Spectrum? Look at the pictures, ONLY two service reps in the whole store, doing everything, ones on the phone answering in coming phone calls from customers and helping delivery drop offs and the other one putting stuff away after he help someone, plus helping customers check in when needed. I understand it's not the employees fault. Spectrum no words. I am so disappointed that when Spectrum offered 1 free year of mobile to keep me...I declined. It's not the money it's your disregard of respecting our time. read more

See all

Absolutely amazing customer service! This store has amazing store reps and manager!! They talk story with you see if they can help you while you wait! Check in with you! Even though they are busy they try their best to get it done! Don't go to another spectrum store...GO HERE!! read more

If I can get another server/provider get it spectrum charges an arm and a leg and their service sucks

Spectrum Kapolei opened!! This is located in Kapolei Commons!! It's exact location is on the corner of Kapolei parkway directly across of Bank of Hawaii Kapolei and shares the same parking lot as DB Grill & Kapolei Regal Parking lot is open lot stall style. Not too much stalls because it shares parking for DB grill and Kapolei Regal as well as other places like Mad Bene LA Tour etc Signage is viewable from the parking, not from the road where people are driving to, so that's small kine not helpful but overall great experience Immediately upon walk-in in I was greeted by Zack, (first impression this location looked like a cell phone company store) I informed him I needed a new TV remote. We went over there new spectrum mobile plans and I got my remote and was on my way!! I came in on NYE 2019 and asked when they opened he said 2 weeks prior World class customer service and was given lots of information regarding there mobile plans lots to consider with the husband when I go home!! So glad we don't have to go to Mililani Tech park for our Spectrum needs now!! read more

See all

not sure why this place has 2.5 stars. i made an appointment today to change out my modem because it decided to stop working. i was in and out so quick maybe 5 mins maximum. they were also very nice:) read more

I made an appointment to exchange and upgrade my modem. Service was excellent and quick. Rachel was very helpful, friendly and knowledgeable!! She made the transaction very simple. read more

The Spectrum rep who assisted me was great! He answered my questions and made my feel assured that he understood our dilemma. He helped us set up cable and internet service. Would definitely do business with again. read more

I miss Oceanic time Warner and their local aloha they brought as a company. I miss being able to get help from someone here. I just needed a remote switch out. They dont need to pull up anything. There needs to be something on the check out for switching remotes out so we get helped so we can get out. There was only 3 workers there at the time. Ms. Vivian is something else. SHE is extremely slow and super wise and condescending. The type of person that makes you think you are the crazy one. She has a skill at making you pissed while coming across as the sane one. Rodney and Chris addressed my frustration on the wait and on Vivians terrible service. Chris is a saint. I worked for the call center at a bank for over 3 years and this guy needs a promotion with an increased rate of pay. I was really mad! He defused me and did everything right. He should train Vivian thats for sure. If you see this Chris thank you! read more

We had the problem resolved and they were very patient with us. That you for your excellent service .

Spectrum needs to fix their kaios machine so when can get in n get out quickly. I can see customer get upset for waiting to long. You got 4 windows and only 1 or 2 is open. We just want to pay our bill and leave .... not hang out wait. read more