Spectrum Store — Local services in Holly Springs

Similar to some other reviews, I had an extremely frustrating experience today wasting an hour trying (and failing) to return old equipment. If you're looking at reviews for that reason - stop now and just go to UPS. Despite how unclear the website is, you don't need anything from Spectrum to do the return and UPS really will just handle everything. Giving two stars because the representative I spoke with online, after waiting in the store for 40+ minutes, was helpful by confirming that I didn't need to take anything other than the equipment to UPS.

The only reason I went into the store to attempt the return was because it was close by and the directions for returning equipment at UPS were very vague and seemed like I'd need to work with someone from spectrum anyway to set up the return. When one of the in-store staff announced to the store that anyone who only needed to return equipment could go to UPS to do that, only reason I kept waiting was because I'd gotten a text 10ish minutes before saying I was next up to be seen. I finally gave up another 25 minutes later, after several more people walked in and were helped.

General feedback for Spectrum: if you don't want customers trying to return equipment in store, don't make that the #1 option on your website. Instead, just make it clear that you don't need any paperwork to return things at UPS. Most customers are probably very relieved to not have to...

I wouldn't even bother going in-person for assistance. On three different occasions for different assistance, I was always told to call customer support for further help along with the staff not being eager to help customers.

I've been a customer with Spectrum for almost four years now, never missed a payment and paid a phone in full from there. But my time with spectrum has been frustrating. One thing, Spectrum will not contact you when they're raising your bill so keep an eye on that if you're serviced with them. I was told that my total phone bill will be $80 and two months later they charged me $100 because apparently someone at my address had a balance even though the I am not affiliated with that person or their account...they were just basing it off the address. Another reason why I'm frustrated with Spectrum is their in-person customer service. The employees there will help you with the bare-minimum before telling you to call customer support...If I wanted to do that I would have already called and not waste my time driving 20 minutes for assistance.

"wish the day was over already"-staff member, minutes after the doors just unlocked at 12pm on Sunday.

After my phone is paid in full, I will be switching carriers with either T-Mobile, Verizon, or a company that has better in-person...

Between the absurd wait times, lack of efficient use of an electronic waitlist and the demeanor of employees, as usual, a terrible spectrum store. In the hour I spent there waiting to exchange equipment, associates messed up 3 separate customers orders, blatantly flirted with another, and lied to several telling them they would be immediately attended to if they had issues which when they returned the average wait to be attended to again was 9 additional minutes.

The associate who attempted to exchange the equipment gave a new box and said it functioned the same until questioned about it since it appeared to be a different model. He stated it was indeed a different model and had less functionality than the previous model. I stated that they were decreasing the service they were providing and keeping the cost the same which the associate adamantly disagreed with despite the lacking functionality of the new box and same price as before. The service on the new box also does not have audio correctly aligned with visual despite attempting various technology troubleshooting approaches.

Overall, an incredibly inefficient spectrum store with mediocre and cold customer service, that is unless you’re there to buy a new phone or start...