Spectrum Store — Local services in Birmingham

I seldom write reviews, but after having the experience that I had today, I want to encourage others to stay away from this location. There's a store in Homewood, Inverness, and Trussville that may be better. I would not recommend this location for a few reasons: extremely poor customer service, employees lock doors during business hours to avoid customers, and there is no way to contact the store directly.

I called Spectrum to cancel my service as I am selling my home. The number associated with the store does not connect you with the store; but rather, it connects you to customer service (there's not a way to contact the store directly). The phone representative was extremely pleasant and helpful, and let me know that I could actually come in store with the buyer (a friend) and transfer service to him. In doing so, he would save on the $59 activation fee and receive new member pricing at $55/mo. She recommended I come in-store for this service.

Though we planned to meet at 4pm on 1/15/23, as the store did not close until 5pm, my friend arrived at 3:50pm. The doors were already locked. After a few minutes, the employee at the desk let my friend in, and I arrived five minutes later.

I explained to the employee (female, mid-30's to late 40's, dark hair, dark complexion, blue shirt, short hair, face mask) what the representative had told me over the phone. She interrupted me multiple times to assert that she will not honor what Spectrum told me, that Spectrum "doesn't know what we do in store" and (most alarming) "I don't do customer service". Sensing that the situation was rapidly escalating for no reason and believing this to be an issue of miscommunication, I offered to call back the Spectrum service line for clarification.

In response, I was then told (at 4:06pm) that she didn't care if I called or not because they were closing "in a few minutes". I tried telling her that it wouldn't take but a moment to speak with the customer service agent, as they're usually pretty quick, but she cut me off and said "I don't get why you want to do that when we could have already 'been done' by now". Clearly, we were not welcome. My friend and I stepped outside to decide whether to call the customer service or try another location, only to have the door locked behind us (4:07pm while store closes at 5pm).

Ironically, another customer pulled up moments later and was let in immediately. The door was promptly closed behind them. I hope they had a better experience than we did. I decided to call Spectrum back while still in the car to get clarification. The agent I spoke to was wonderful (Marc), and confirmed two things:

All Spectrum stores should remain open and unlocked during business hours. Transfer of service IS something that store locations CAN do, and they should have honored the new member pricing with start-up fee waived to use the same equipment. It is actually encouraged to do this service in-store as it required government ID.

Marc additionally assured me that the treatment my friend and I received was inappropriate and not up to Spectrum's expectation of service. He took the details of the incident so that he could file a formal report (per his suggestion, not mine) and forward it to his own manager. Marc emailed me, in writing, that the service can be performed in-store and that the pricing should be honored as well as a link to do it online if I preferred.

I hope that my experience is not the standard, however, I will not be returning to...

Worst customer service ever. This store is only for the brave. I’ve never been in a spectrum store like this one. So unorganized and the Kiosk is always out of service. I was told I could not make a payment in this store because they did not service my area yet its the closest store to my residence. Finally they would take the payment when my husband went into the store but it was such a caos for him as well. He along with three other customers were complaining on the customer...

3/25 only female prep work in the morning is extremely rude. I walked in and didn’t notice the sign. She pointed at the table and tell me to sit there then manage to yell “there is the sign at the front” 0 customer service training I believe. She behave like she is a team lead and trying to show off with her colleagues. All 3 workers were working with only 1 clients and they let me wait for 15 minutes more until a guy comes to help me with a simple old...