Spectrum Store, Lockport NY

Let me first state that I do not have Spectrum services so I cannot say if that is good or bad. I had to go to the spectrum store to take care of something for my mother. It was a lot easier then I thought it would be. Amber B.helped me out with no issues and it only took a few minutes.

Bought a new phone and took it in to switch over. I had to wait a bit but there were a few people ahead of me. The staff took time explaining things and helping people ahead of me so I knew I would get the same treatment. Haley was excellent and helped get everything set up, even with a glitch with the sim card. No worries. Have had nothing but good experiences going into Spectrum.

I would have left one star, had it not been for Haley.
My experience with this store initially was awful. My phone's mobile data stopped working, and phone support tried doing what he could. There was only so much he could do to help me, bc I was using the phone with the issue, when I called in. So he advised me to try a couple of things, and if all failed, to go into the store. His name was James, and he was wonderful! I went to the Spectrum store here in Lockport, and a woman named, Starr Vielle began to help me, only she was insulting, unhelpful and actually told me to leave the store. I was flabbergasted.seriously. I was trying to get her to understand what Spectrum's support guy, James, had told me. And this Starr Vielle kept insisting that he submitted a new SIM card, and that it deactivated my phone. I tried to tell her that a sim card was submitted on 8/21/23, and my phone had been working fine up until today, 9/5/23. She said that some of Spectrum's support people are "horrid". I told her that he was not. She kept arguing with me, said I was rude. I wasn't rude, I was frustrated.
Anyway, there was a sweetheart of a girl there, who told me that she would help me. She got me up and going in less than 5 minutes! Not a minute longer anyway. Her name is Haley. I know her name bc she handed me her card and told me to come back if I have anymore problems.
I have to say that in the few years I've been with Spectrum, I've had all great experiences with the reps. Even if I was upset about something else. I had no complaints about the reps I've had. Until today! The first one was today, in almost 4 years. I believe I've been with Spectrum. If I hadn't been helped by Haley, I probably would never step foot back into that store.
I would have gave a 5, but it started out badly.

They would not let me return my phone that I just bought there. It was a nightmare! There all sales agents and could care less about customer service!

Excellent place. Cory was THE MAN. Helped us switch from verizon (terrible company) to spectrum mobile and was great. Cory helped us get a much better price and phones we all wanted and liked. Helped switch everything over. Could not of been better. If ur at all thinking about switching to them (especially from verizon) I HIGHLY RECOMMEND that u talk to these guys. Almost cut my bill in half.

I was dreading going to Spectrum to turn in some equipment but my visit was actually painless and easy. The associate was very helpful, polite and efficient.

Friendly helpful staff. Although they weren't able to help with my modem needs (they only stock basic modem - not the ones needed for higher speeds), they were helpful with instructions on how to get what we needed.

The one single isolated person working all alone in solitude with no help on a Saturday morning when most people are off and, in theory, they would be the busiest, was nice enough to break away from the people with whom he was busy, to inform me that as I was only returning equipment I could take it to the ups store to have it shipped back to spectrum, instead of waiting for three hours as he got these peoples phones up and running. So I appreciated that he found time to help me despite being overwhelmed by customers, but I feel that he should have not been alone. You should definitely have at least two people working on a Saturday morning if not three, given that there was a line of people waiting to be helped. Maybe crack your wallet open, there, spectrum and pay a second person to help out. It’s not like spectrum is a struggling business just barely getting by and can only afford to pay one person to work at a time.

When we first went in, we talked to Gabby and she was very unhelpful and indifferent. We were having continuous data issues and she basically said if it didn't work after switching sim cards (for all of our devices) then we could go to another company bc she "didn't climb poles". She then denied saying this and argued across the store with us when we told Cory what she had said. So we asked to speak with Cory who we normally deal with. He was so much more helpful and explained things. Also when we first got one of our new phones a while back, he helped transfer all of the files for us and it literally took hours. He has the patience of a saint. We will request him everytime from here on out. Would have given 5 stars, had we not had the issues with Gabby.

Worse company ever they have a monopoly over every other internet provider allowing them to price gouge their customers. 85 dollars for their most basic internet is outrageous.

Worst experience with cell phone activation ever. Took in 3 working unlocked iphones and wanted to port my numbers. I had already checked with network compatibility. After 2 hours 20 mins, I walked out of store with only one working but charges for all 3 lines and told to call Spectrum customer service to try to get the others working. The workers were definitely not knowledgeable or friendly. After 2 calls to Spectrum, they finally realized the store had put in the wrong sim number for the new card they installed. However, after all this I lost one of the numbers because they were sure it was the other companies fault before figuring out the real issue.

The face-to-face customer service at this location is great but Spectrum's internet, TV & mobile services are separate & there are severe disconnects between the 3 of them. I'm not sure if the mobile app has ever worked for me. From a company who's main business is based off of the coaxial they use their customer service can be brutal especially if you had to address all 3 of their services.

I went in a week ago to get my son a new phone and at the time they were doing a promotion were when you get one new phone you get another one free for a year and at the time I didn't realize my current phone was paid off so I turned down the offer but I realized today my phone is paid off so I went in to see if the promotion was still available and the guy I talked to said it ended then I went home and got my son and the phone I bought him from there and talked to the guy who sold it to us and asked him if the promo was still going on because it was still on the app and he said no they just haven't updated the app so I called spectrum customer service to complain and they told me it was still going on. I will call the 800 number rather than step foot in that establishment ever again because their employees are useless and rude

Went in to switch to the mobile and Cory was awesome! It was a process because the new phones needed to update and the transfer of data between the phones took a while. Cory made the process fun. He was so funny and kind.

The worst customer service I’ve ever experienced. They treated me like a common criminal because my name wasn’t listed as admin. I was told something different by each person I talked to. If you absolutely have to go to a spectrum store, drive miles out of your way to avoid this location. This company wouldn’t exist if it weren’t for contracted coverage areas.

After being a customer since (a different name) in 2005 I finally broke down and cancelled after all that time, too expensive! They couldn't do anything to lower my bill, yet if I were a new customer I could get phone, internet and TV for less than $100! Unfair