I went in and even though I had already made an appointment online, my name was not discoverable on their computer system. Then I spoke with a employee who began setting me up with a new phone. About halfway through and a past customer came in to make a complaint about another employee in the store. She spent almost half an hour telling the person I was working with about the issue while I stood by waiting to finish my transaction. And the employee never acknowledged that the waiting was an issue. It would have been better if she could have called another person to either finish my transaction or to take care of the complainer.

March 2026: I walked in during lunch and there were 14 people waiting on the walk-in list and the team (with courtesy and kindness) worked their way efficiently through the line of customers while providing great customer service & added smiles. Under the pressure of stressful conditions they did a great job. I was returning equipment due to moving to an area Spectrum doesn't service and this experience left me with a positive impression of this particular branch and their employees.

Forced us to upgrade modem. It lasted about 6months yesterday. Our Internet has been down for over 24 hours before they would "resolve the issue". They decided to mail us a new modem because they couldn't trouble shoot. We live 1 mile away from this store and we have to get it mailed? School work, work emails cannot be done. Not everything is smart phone friendly or possible.

I had a terrible experience at this location and would strongly recommend using Spectrum’s online services instead. The in-store staff seem to operate on their own time with little regard for customers. I went in to pick up a WiFi modem, thinking it would be faster than shipping. Instead, the wait was over an hour—much longer than the 15–20 minutes they claim. After finally getting to the counter, I realized I had selected the wrong plan, so the associate told me to call customer service to cancel it before they could assist me. While I was on the phone, the employee who had been helping me went off the clock, leaving me with no assistance. Despite clearly waiting for over an hour, I was told I’d have to start over and go to the back of the line. To make matters worse, I was informed that the sales associate’s initial instruction—to call and cancel—was primarily for their own sales metrics, not for customer convenience. The customer service representative on the phone confirmed that everything could’ve been handled online, far more efficiently. Overall, this location prioritizes its own sales goals over customer satisfaction. Save yourself the frustration and just use Spectrum’s online or phone services instead. EDIT: I went back to this Spectrum Store due to my friends needing to pick up their WiFi boxes sometime in early January 2026. Same reoccurring issues with the same staff members, MONTHS LATER. When we got in, we put our names into the virtual check-in system. Lots of people are generally still confused and walk past the system, therefore forcing the staff to remind people. However, it wasn't an issue for a majority of customers today, which is why I found it so confusing that the staff were pessimistic about forcing customers to check-in on the kiosk when everyone already did. I sat down with my friends for less than 10 minutes. We get a notification that we were ready and could go up to a desk (NOTE: our names weren't called AT ALL, we were just moved up on the waiting list). When we got up, there were no signs that a staff member called up our names... we just had to guess and go up to an empty sales person. "Did you use the virtual kiosk?" we were met with. This already pissed me off because we were asked this multiple times PRIOR to our name being called, but now we were being told to get up, then asked to check back in? I responded firmly, "Yes, we were told to get ready for service." It seemed to me that if we didn't take the initiative to get up and find a sales person, if anyone else were to beat us to the sales person, we would be off the waiting list and not been helped with. This Spectrum Store countlessly has the same issue of non-attentive sales people who prioritize technical systems to help people rather than human instincts who knowing which customers have been there for awhile and are being punished for faulty queueing systems. Customers are being told 30 minute queues just to drop off or pick up equipment.

This store's organization doesn't value their customer's time. It took 45 minutes to just drop off my equipment (after having to spend 20 minutes on the phone before that with a salesperson because they don't let you unsubscribe on the web), a 2-minute operation. And I was lucky, because half the people who had registered before me had given up by that time.