Spectrum Store — Local services in Cypress

Went in yesterday at 6:45pm! Store closes at 8pm! Reason I went in was to get an upgrade on my oldest phone. Oldest had kept their end of the deal by getting straight A’s and 4.0 GPA’s all year, if they did that, then dad and I would upgrade their phone before the new school year. And so we went.

As I was talking to the Spectrum rep named Témo, my kids were looks at iPhones and Apple Watches. I tell Tèmo I’m here to upgrade the phone give him the needed info and my ID as requested. I can hear my kids talking and laughing excitedly about the new devices. Youngest was getting their Apple Watch from the Apple Store the next day. Anywho, by this time it’s been 10 mins, he’s struggling to locate my account, finally does then ask what phone were we thinking of getting. I told him I’m not sure oldest is still looking.

He then tells me well “whatever phone it is I won’t be able to do the transfer of data because it’s too late.” I look down and see it’s only 6:55pm he follows with “I’ll have to ship you the phone and you would need to do the transfer yourself and then mail back the old phone.”

I stop him and say “how! If last time I was here doing the same thing, I came in at 7pm and I was able to have another rep take care of if with no problem and I have more things stored then my 13yr old has on their phone! And it’s a smaller storage capacity going into a BIGGER one.” He looked at me and said “it’s our policy to not start any new phone transfer when we’re about to close”. Again I look down and see it’s only 6:57pm now! I let him know this is ridiculous. If he didn’t want to help us out and do the sale, he could have just said that then to waste my time. I asked for my ID back and took the phone and grabbed my kids.

So I’m walking out with a disappointed straight A student all because Tèmo decided to implement a policy that didn’t even sound legit. I love spectrum and the services we have, but I don’t love the reps at this...

Brenna customer service is a big fail!!!! This rude person who has no respect for customers or any regard to their issues. Instead of doing her job and looking into the issue she grabs your phone and then gives the customer an attitude because she feels she can do whatever she pleases with your phone after you’ve had issues with it. I was advised to go into the store and get a new Sims card to fix the issue but Brenna decided she wanted to disregard the customers request and request of previous customer care the customer received over the phone. This CS should not work with people AT ALL!!! When Brenna walked away from me and stated, “You can get help from someone else.” And walked to the back. I went on to the next customer service personnel named Lux. Lux Is a very helpful, easy respectful, and customer service friendly individual who is very well suitable for CS and management material. When Brenna stepped out and told me someone else should help you, she should have kept her mouth shut, but to no surprise she started to antagonize me after I got help from Lux. Brenna started making comments on my attire. There is one thing I am not or will never except is a bully! this bully should not be in customer service Brenna should be cleaning toilets with her bullying attitude! I will always stand up to bullies who think they can just walk over people because they need their help. You mess with the wrong customer Brenna! The only reason why this reading got to stars is because Lux was a great customer service representative. Lux please train the wild animal Brenna on how to treat...

The inside is very nice and clean and open. It was nice that we could reserve a time in order to be seen around that time. The benefit to that is that as soon as you go in and check in you're put at the top of the list, regardless of other people that had just walked in. It's a bonus because the day we decided to go it was packed. My family and I waited maybe 20 to 30 mins before our name was called, which wasn't too bad. However, I rate it a 2 star because after our name was finally called and we walked up to the lady that would be helping us, she was fine at first, but then she wasn't able to keep her cool and not give attitude back to my mom who had unfortunately gotten a little mad and disappointed with what she was saying and explaining that she couldn't help us. It was VERY unprofessional for her to have lost her cool, granted my mom was giving her attitude, but combating a bad attitude with another bad attitude definitely was not the answer. She had even given me attitude when I was asking questions to see if there was another option for her to be able to help us, and I hadn't given her any attitude as I was the only calm one and was trying to calm down my mom from her clear...