Spectrum Store — Local services in Alhambra

My pregnant wife went into the store because a phone customer service representative gave her some misinformation and told her that she could bring her broken Samsung Z Flip 4 phone (the phone breaking isn't her fault by the way, it's a Flip phone with failed mechanics. Many people have complained about this phone) in for an early upgrade without any problems. This wasn't the case and instead of being understanding of her frustration and the fact that she paid $167 dollars to get to the 50 percent line to qualify for an early upgrade, the employee decided not to help her just by stating "they don't accept broken phones." Obviously, when you're running around and being told different things from different representatives, anybody would be upset and frustrated. Instead of giving her different options or not even checking in with her account, the employee just decided to go to the supervisor with the general information of a broken phone and didn't even bother to look up my wife's account (as she is the main account holder) just to see if there was any information they were missing. No, they simply just told her no until she started getting upset and demanded someone else speak with her because of all the misinformation. Eventually, the supervisor and the employee gave her three options, all of which included her to spend MORE money on a broken phone that wasn't her fault. They didn't want to offer any reprimands for the misinformation or show any remorse at all for what was happening to her situation. This caused my wife to feel overwhelmed and was almost crying which made her call me to come down to the store.

It's not the policies that upset my wife, it is the fact the CUSTOMER SERVICE EMPLOYEES literally lacked the skills of obtaining actual customer service skills. We know they simply just CHOSE NOT TO HELP US TO THEIR FULL ABILITY because we called a phone sales representative (while we were still in the Spectrum Store) who not only accredited $25 for the inconvenience but was able to get my wife a new Iphone 14 shipped to our home the next day for $23 a month. We knew that they could do more to help us. THEY SIMPLY JUST CHOSE NOT TO.

Disrespectful and so damn rude to make a pregnant woman cry because your incompetent of actually helping. They are just lazy and don't really...

Wait time is super long at this location, I waited 1.5 hrs with 8 other people in the store and still wasn’t helped so I left. I got a message an hour after I left saying that it was my turn. The two staff stayed late to help everyone which is great, but I think there are general management mistakes that need to be fixed to prevent waits that are this crazy. I think the major issue is that the staff help people in the order of the queue, no matter what they might be coming in for. That means that if there are only two staff and two customers happen to need 1hr to get help, everyone else has to wait that long. Can you imagine trying to return a package (which takes less than a minute) and having to wait over an hour to do so? There NEEDS to be an express lane/worker for quick services (

This place is so bad they hire one person per 20 customers so expect to wait in line. Also I came with someone of Hispanic culture and the rep started to talk to them in Spanish about my account thinking I didn't speak Spanish although I'm the account holder (I look Asian) I proceded to whip out my fluent Spanish native skills which over killed his poor no sano kid Spanish skills. Got to the point where he couldn't hold it anymore and switched back to English. He tried to give me issues in cancelling my account stating that I can't due to whatever reasons. I told him.: I didn't come to ask you if I can cancel my account. I came to cancel and return my equipment. He shut up and just did his job. Super bad place here. Spectrum went downhill when they merged with time Warner cable....