Spectrum Store — Local services in Osage Beach

I came in to this location just shy of 6 weeks ago after receiving an email about a supposedly free early upgrade, and it feels like I've just been jerked around the entire time.

First of all, the upgrade wasn't free. I was initially told I had to upgrade my plan in order to get the phone model I wanted with extended the storage option. I did that, so now I'm paying MORE money every month, plus there was a weird one-time $10 fee that was never explained to me. Then, I had to wait 30 days before I could do the upgrade. I went back in last week and had an entire conversation about the color I wanted and what cases I'd already bought for it with the same sales rep that upgraded my service plan first (his name is Colton, I believe). HE was the one who showed me the color I wanted in the lower storage option at the store display wall, and then told me the extended option would have to be shipped to me. He completed the process for me, and THEN I ended up paying a little over $100 up front at the store, even though the upgrade was supposedly free. After all that, I still had to wait for the phone to be shipped because they don't carry the extended storage option in their store.

He never ONCE bothered telling me that the extended storage option wasn't even available through Spectrum in the color I wanted. I honestly don't think he knew that, since he made an effort to show me that color in the first place, which tells me he doesn't know the products or the job very well. He also never told me the order he placed wasn't for the color I wanted, even though he was standing right in front of me.

When I got the email saying my phone had shipped and it showed the wrong color, I called customer service and tried to get help, but I was told that I would have to go back to the store that placed the order for me in order to exchange it for the color I wanted once it was delivered. The rep on the phone never bothered telling me the color option wasn't available, either! She even scheduled an appointment for me to go back to the store for the exchange.

I just left the store 20 minutes ago, after a different sales rep FINALLY told me that spectrum doesn't even carry the extended storage option in the color I wanted. The entire process has been incredibly frustrating. At this point, I'm considering switching providers because this just feels like all they were doing was trying to scam me out of more money with false...

So indifferent on this place, the service and well, spectrum in its entirety. You'll get told so many lies. I mean direct to your face lies. It's crazy. For instance, we were told bundling our phone and internet got that line free, false. That is not completely true. While yes, THAT PHONE LINE ...(extremely important if you have 2 lines, then say remove one, if its the FREE PHONE NUMBER FIRST ISSUED they will just charge you 80$ instead of making the alternative phone leftover free)... is free, it is for the first year. None of that statement was disclosed to us. Meaning quite a few scenarios will result in you paying numerous costs you didn't expect to. In addition to their failure to communicate in store, they will as well directly lie to you via their call center. Because you can't call the store directly (extremely shady). For example, they will tell you that if you purchase a phone via the telephone, or online, you can "...just take it to the store if you have any issues." False. You have to pursue your issues from whence it came. If it was bought over the phone, you must return it via mail after again calling the call center. Also and most importantly becuase I've put up with quite a bit from cable and internet monopolies my whole life, they boast and tout they have this 1 gig connection speed. False. It is so inconsistent it matches their customer service. More importantly it drops constantly, and not just a few times. When it really falls apart, it drops 20-50 times a day. The structure of their integrity is crystal clear, you needn't seek a new...

We needed to exchange a box. Stopped by the local store twice. They never have one in stock when we go in. They told us to call on Wednesdays (that's when they get shipments in). When we called we were transferred to the call center automatically. Got the run-around with pressing numbers. Finally called back and pressed the button for ordering new service. A real person answered immediately (go figure). I told her our situation and asked to be connected to the local store. I'm told they 'don't accept phone calls' at the local store. Was told we'll have to keep stopping by and take our chances if they have a box in stock. I asked if there was anything the call center could do to help and she said no. I finally asked if she could check their stock and hold one for me until we could get there (don't know why she couldn't think of this!) So she checked and now they are holding one. My bet is that it won't be there by the time I can get there. I guess this is why they post security guards at all of their stores (this is what the lady at the call center told me). Charter needs to teach their call center some basics in customer service. If you can, go elsewhere or...