Cox Store — Local services in Fayetteville

I moved here the 21st, my equipment was supposed to be delivered that same day. I got to my new place and it wasn't there so I had to go into the store to get equipment, they said the other equipment was on its way and when I get it bring back the loaner equipment. I still haven't gotten the equipment. On the 30th I changed the PW on my account and then no internet was available so none of my devices could login. I called tech support and was on the phone with them for about an hour and thought the issue was solved. The next morning the 1st I went to login to my VPN for work but couldn't because there wasn't enough speed. I got ahold of tech support again and they tried to remotely reset it but ultimately had to send a tech out to look at it. The tech gets to my place, tells me basically I had no idea how to change the PW and I did it incorrectly then tells me that it had gotten so hot outside that was the problem then tells me that my outlet was old and I needed to spend $100 on a new one BUT he couldn't do it and I would have to have ANOTHER tech come out the next day (2nd) also wanted me to go to a higher plan almost as if they get commission. I asked if there is a guarantee that this is the fix, who wants to spend $100 on something and it not be fixed but of course he couldn't give me that peace of mind. At this point I've missed 2 days of work because of the internet and nobody wanting to fix it... So my tech appointment was between 5-7 PM. At 6:06 my tech pulls into my parking lot, I wait by the door expecting a knock but notice that at 6:16 the tech pulls out of my parking lot and leaves. I immediately start calling into customer service and was told I wasn't home when he came by...obviously I'm livid at this point. Literally someone could have called and told the tech to turn around I was home but no.... I asked for a manager expecting a better result and the manager basically tells me there is nothing he can do and the next appointment they have available is on the 7th?! So I will end up missing a week of work which will really mean I lose my job and then the manager tells me if I feel I deserve some kind of discount I need to call billing and discuss it with them! Ummmm didn't ask for a discount I asked for your tech to do their job and fix my internet! Such poor customer service! Word to the wise if you can go anywhere else never use Cox!!!...

Just all around awful!

• They do not answer their phone. You’d assume it’s just a phone in the back by the way no one answers it, but when you go in person, you can hear the phone and they never answer it. • Bad Customer Service. Wait times are long, many employees try to “look busy” when they are obviously free. Some are nice, but there are some men there that talk big talk to try and confuse you while seeming like experts. Unfortunately, I am knowledgeable with regards to tech and understand different standards for things such as routers and modems. When you give false information to make a customer go away just because of sheer laziness to fix the problem, that is a bad business model for sales. From what I would assume, it’s a business model for cox stores. Since they basically own a duopoly on Internet here (AT&T is the only other good internet service), they can treat customers poorly and not be effective and have it work for them. • Making promises they can’t keep. We were told that we could come back and get a free modem to RENT for free if our internet speeds were not up to our plan (300 mbps, or the Ultimate Plan). When we returned for precisely that reason, we were told that there was nothing they could do and we were lied to. • We purchased a modem that met the qualifications required to meet our internet speeds. When setting it up, we were told that is was wrong. So I returned it and bought one with more channels to allow us to stream at faster rates with more bandwidth, but when set up, the speeds were still hovering around 50 like always. So now we have had to get a Cox Tech to come out and fix it. I will update that per the experience. • Overall, just a horrible experience. When Google Fiber (Gigabit, or 1,000 mbps WiFi) comes to this NWA area, we will be switching to that. It is way cheaper and better quality. Not to mention actual customer service instead of...

Cox Communications Fails to Provide Refund or Receipt for Returned Item

My recent experience with Cox Communications has been nothing short of a nightmare. I received the wrong item—an iPhone 15 Pro Max—from them, and upon realizing the mistake, I promptly returned it to their store. Lisa B. and Johnny, the store manager, were present during the return process.

However, despite returning the item in person and dealing directly with store staff, I was shocked to discover that they failed to provide me with any receipt confirming the return. This lack of documentation is not only unprofessional but also raises serious concerns about accountability and transparency.

Furthermore, despite returning the incorrect item and following all the necessary procedures, Cox Communications has failed to process a refund for the transaction. It's been an infuriating six-month ordeal trying to get a resolution from their customer service team, with no success thus far.

As a consumer, I expect to be treated with respect and to receive proper documentation for transactions, especially when returning items. The fact that Cox Communications has failed to meet these basic expectations is deeply disappointing.

I urge others to exercise caution when dealing with Cox Communications, as my experience highlights their disregard for customer satisfaction and basic business practices. I can't in good conscience recommend them based on my...