Spectrum Store — Local services in Chicopee

I went in to return my mothers box. I called HQ and asked if there would be a problem returning the box to the store as I wasn't on the account, they advised me I should have no problems. I went to the store and instantly gave me attitude (two older women) that I HAD to be on the account and I should be going to UPS. Um no, the return box itself has 2 options (1. Return to UPS 2. Return to ANY store). For some reason they have a STORE policy to only take returns from authorized account holders. I called HQ and they are allowed to have different policies. They tried to force the UPS option multiple times, but it's just that...an OPTION. (That's like saying McDonalds and Chick Fil A are lunch options and you must go with McDonalds if they are open because they are first - thats how these ladies forced their incessant need to push me going to UPS instead of simply being added to the account). I would have been ok with that if they simply said "It is a store policy to only accept returns from an authorized user" No - they were 100% rude and obnoxious to me and tried to make it seem it was a Spectrum policy as a whole and I was out of line. I asked if I called my mother if they could add me on if she spoke to them and that's when they doubled their attitude. If they were educational about their policy and not aggressive...oh and the store had 4 employees and these 2 were the only ones sitting on their butts. The male and other woman were kind to the customers, open about policy and showed no disrespect...Unlike these two women. Train your staff to educate customers, or put a note up or put something in your Kiosk asking if you are an authorized user when returning equipment. I'm not ticked by policy, but how these two wrecked women were rude and disrespectful. I was a paying customer for 7.5 years until my mother took over the bill when she moved in and NEVER have I been treated like those two wenches treated me. I'll see them again today now that my mother added me to the account. They WILL...

Visited the store to return my cable box. Place was empty I was the only customer there. Gentleman walks up and I had said I was here to return a box nothing more. Thinking they would just take me he took out the schedule iPad and puts me “next in line” even though there was no line but okay.. wandered around as 6 people sat around .. Stood there for about ten mins before someone actually helped me. Scanned my cable box and took it back the actual work part of it took less than a min. Just recently went to their mobile service. The mobile service itself is good but having to deal with charter has been hair pulling. I had to hound them after 4 months for a trade in I did with my phone with them. Once we had a little money come our way we had paid off both of our phones… they ended up taking out 3 payments of 400 plus dollars not just two.. freezing our money and we were just told “I’m sorry” I guess it was punishment for trying to lower our bill idk.. (joke) but had to wait an entire weekend with the frozen 400 plus even though we tried to stress we needed that for food etc and that it had caused that one account to go in the negative due to the multiple withdrawals.. we thankfully noticed before any more bills were taken out and were able to beef it back up before we got whacked with over draft fees… the telephone customer service is usually wicked helpful but I gotta say.. we paid charter a ton of money and they took more and essentially said...

I have been in customer service for 25 years! I went to return equipment and I never experienced anything like this before! I walked into the store and noticed both associates were busy and noticed a chair close to the counter where I needed to go. I have breathing problems so I headed for that chair. Half way to the chair the associate Heather rudely yells to me "You have to wait in front of the store we are both busy with other customers"! Clearly I could see that and I responded "There's a chair over there I was gonna sit and wait"! Rudely again she says "Nope you have to wait up front"! So I went back and waited my turn. When it was my turn Heathers attitude was terrible! She scanned in my equipment, told me to "sign this" and didn't ask if there was anything else I needed. I wanted to pay on my bill as well but I felt like that was going to be a problem too. When I got home I looked at the reviews for the store only to see I'm not the only one she was rude to. Anyone with an attitude like Heathers DOES NOT belong in the customer service role. I get it, everybody has bad days, but looking at the complaints about Heather in the reviews she should have been gone awhile ago. I did make a call to the company to make sure the equipment was retuned properly and surprise no it wasn't! From there I let them know how terrible I was treated!!! Heather needs to find a different job not in customer service. She really...