Spectrum Store — Local services in Shiloh

Unprofessional Experience at the Shiloh Spectrum Location – Manager Kim

My experience at the Shiloh Spectrum store left me shocked and frustrated — entirely because of the store manager, Kim.

I originally stopped in to quickly check if the Samsung Z Flip 7 was in stock before my scheduled appointment the following day — simply to avoid wasting time. Instead, I walked into a store atmosphere filled with tension, impatience, and pressure… all stemming from Kim’s behavior.

She was rushing customers, barking orders to skip over people who didn’t immediately respond, and creating a high-stress environment for her team. The young lady who began helping me was clearly nervous — you could feel the anxiety, and it was heartbreaking to witness. As she tried to confirm availability on the phone I wanted, another employee responded politely, but Kim suddenly interrupted — mid-conversation with another customer — to insert herself into the situation. That alone was inappropriate. Every customer deserves full attention, and the gentleman she was helping at the time, Jim, certainly didn’t receive it.

It became clear to me that Kim only got involved when she realized a sale might be on the table, and possibly for commission purposes. She insisted on helping me, and when I declined and kindly said I preferred to continue working with the original staff member, her demeanor changed drastically. She got incredibly close to my personal space and told me, “If you want help, you’ll only get it from me.” Mind you, just minutes before, she had no interest in even answering my simple stock question.

She also contradicted me as I calmly explained my situation, only to repeat back the exact same explanation in her own words, as if I hadn’t understood. Her tone and energy screamed, “My way or the highway.” It was condescending and completely out of line.

This is not leadership — it’s intimidation. I can’t imagine the team working under her stays long. While the store may report high sales, that’s most likely due to location, not customer satisfaction.

Also worth noting: Kim has a military background, and the store is located very close to a military base. This feels like a potential conflict of interest, especially if she’s using personal connections or influence to push sales.

Spectrum, do better. Your customers deserve better. And more importantly, your...

I used to Love this company. I thought that they actually cared about their customers. Even during the pandemic they stated that they would assist their customers that were struggling. I lost my job during the middle of this pandemic and they had assisted me. I had to cancel my service temporarily towards the end of the year because I just couldn't afford it until I get back to work. So since I canceled they charged back ALL of the pandemic credit that they initially gave me which was around $400. I had spoke to someone twice to verify if there was any bill left over for me to pay and I was advised no as long as I return the equipment in which I did. I didnt find out about this bill at all until I went to have internet turned back on and upgrade my mobile and add another. I already paid everything to start up the internet and just had to get the modem from the store, went to the store with my family and was really excited because I now could afford it again. Well the store associate who helped me was very short and not personable. She then then yelled across the store in a rude manner stating that we won't be going home with anything until we pay this bill which ended up totalling 851.00. I explained to her that I had called and was told there was no balance, she told me she couldn't help me that I would have to leave and call customer service. So I did and my issue got even worse, the service I paid to get turned on but then I was refused the equipment so I am awaiting a refund on that but no one can seem to help me at all regarding...

Rude, unprofessional, passive aggressive, and abrasive. I went in to pick up equipment for a new account, unbeknownst to me I had to be the account holder or authorized user to do so. I left the store and contacted spectrum with the account holder on the line. I was told everything was fine and I was now listed as an account hold. I went back to the store yesterday evening and I’m not sure if because it was 45 minutes to closing or what, but these were some of the rudest people I’ve ever met in Customer “Service”. The woman who helped me earlier pulled up the account and asked for my ID, she then proceeds to tell me I’m “still” not on the account as an authorized user; if that was the case why did she ask for my ID?! I told her I’d contact spectrum with the account holder on the line as I’ve done before and she said “I can’t do that”, I told her the account holder will be in the lineD as I have have 3 way calling. I walked back in and Thiala Lawson proceeds to talk to me as if I am incoherent and can’t comprehend that the account holder needs to be on the phone. I contacted spectrum with the account holder and myself on the line and was added as an authorized user. I get to the counter and Ms. Lawson proceeds to check me out. I’m not sure the issue here but if you’re going to be in customer service treat people how you’d like to be treated. There’s no need to treat customers badly especially when they are just there to get a service. If you can, try to avoid this store it’s not worth...