Spectrum Store — Local services in Smyrna

On June 4th, around 6pm - 640pm. Customer service told my mother I could pick up a SIM card for my little sister. I drove 2.5 hours to get to this store in a thunder and lightning storm and waited patiently for 30 min to be helped after one employee went to the back and ignored me and then clocked out and another employee helped everyone else in the store. As soon as I walked up to the counter, Diana gave me a nasty look, and immediately became unhelpful. The other lady who had clocked out tried to help me but Diana would not let her clock back in to help me. Diana is a prejudice snitch who immediately called her boss and tattled on her coworker for trying to help me.

Once I calmed down, I remembered there was another lady who looked similar to me that came into the store while I was waiting to be helped. Diana was rude to her too. She was trying to check in to get help and Diana snapped at her about returning equipment to ups, and when the customer tried to ask a simple follow up question, Diana interrupted her and repeated the thing about ups. The customer did nothing to Diana. Nor did I. Diana started trying to refuse to sell me a Sim card as soon as I said that's what I needed. she did not know what my account situation was and she was already trying to refuse to help me. I think you should just watch monitor her or fire her. I'm sure this isn't the first or last time you'll have a problem from her.

I will not be revealing my social media accounts to you. 🤣 Just like Diana wouldn't tell me her employee number or last name to ensure she is properly identified when I report her to Spectrum corporate and the BBB. She gave her last name to someone who looks different than me and gave her a 5star review, and I will be using that information to file a complaint with corporate for Diana Rosario being a racist and discriminating against customers who are not the color of people she likes. I didn't deserve to be treated the way that racist woman treated me.

I do want to apologize to the employee who tried to help me. I didn't catch her name but even if I had, I wouldn't mention it here because I'm not a snitch like Diana, and clearly according to Diana, helping me was against the rules and worth calling her boss to tattle tale in order to prevent me from getting a SIM card and run me out of the store. A tiny little Sim card for my teenage sisters new second hand replacement phone to work bec the note 10 she's had for 6 years finally stopped getting software support, and she's going off to visit her dad in another state tomorrow with a phone that has no service.. That makes her mother and I feel very uncomfortable that she won't be able to get help from anyone if she needs it while at the airport and until she can get one mailed to mom's house then forwarded to dad's. Diana shouldnt judge people based on what they look like.. She was all up in arms about letting the other employee try to help me. I Even had my mother on a call with me in the store, I had all the account info. We could have called customer service and added me to the account, fixed it there, so I could get the Sim card but Diana was vehemently against serving me period, it had nothing to do with policies, and she made me feel incredibly unwelcome...

This is the absolute worst phone company I've ever experienced. My phone got broken at work (10/30) so I took it into this store location 20 minutes before closing (and I should've known I would be getting sub par service going in 20 minutes before close). The ladies working at the time were extremely rude. Didn't input any effort or support around fixing or replacing my phone. Weren't very forthcoming with alternative options for me and even somewhat treated me as if I was the stupid one for not knowing what my options were to begin with. I don't work there, THEY do. So I left and went back the next day. I was told that I could get my phone replaced by adding a third phone line to my service (as the phone that broke magically didn't have insurance on it) so I did. Then after adding a third phone line I was told that for some reason I didn't have the option to purchase the new phone in-store and take it home with me that day (10/31) and they assumed it's because I no longer have a wifi package with them. Thus, instead I would have to have it shipped to me. But I was assured that It would be here in two days via priority shipping. Here I am on day three and still have had yet to receive the phone... Note that I do understand the shipping portion of this transaction has nothing to do with Spectrum and more to do with the shipping company, but I am still not happy. There needs to be more appropriate protocols around escalation services other than a support line where you either only speak to a robot or sales agents trying to sell you more products that they aren't even educated on. This is absolutely ridiculous. As we know in today's society, people's lifelines are on their phones and there is no escaping this AI phenomenon. I work remotely and currently have had no access to my work systems for the last three days, as I need a phone for proper authentications into internal systems with my own employer. I also have no access to my banking accounts or any way to virtually pay bills. There needs to be more support and optioning for people who DONT have wifi services and still want a phone with you. Not to mention, I rarely EVER have quality phone service on a regular day, anyway. Given the amount I payout to this company on a monthly basis, there ought to be more quality customer service employees and alternative options in...

SAVE YOUR TIME - NO ONE AT THIS LOCATION KNOWS WHAT THEY'RE DOING.

Called this store in April on behalf of a friend looking to start new service. Spoke to a male employee who laid out the options and everything sounded good. Went into the store the following week and spoke to a female employee who couldn't find any of the deals the male employee told us about and recommended we call Spectrum as they "have the best deals available." Why on earth would a physical store not have access to the same deals? That was a waste of time.

My friend called Spectrum and got new service started. As part of this transaction we had to switch two mobile lines from my Spectrum account to his new Spectrum account and we were told the best and quickest way to do this was to go into a Spectrum store with our ID's. We went to the store this week and the same female was there and told us they can't do that at all and they don't have the ability to make those changes. Immediately called Spectrum back and they said the store is wrong and should absolutely be able to help us. Turns out there's a second option to fill out a form and email it in, so I'll be choosing that over going back to that store.

As part of that same visit I also brought in my Spectrum cable modem because I was discontinuing service and needed to return it. The same lady then informs me "you can't return equipment here. You have to take it to a UPS store so they can ship it to us." I once again called Spectrum via phone and they said "that makes no sense. You can return equipment to any Spectrum store." Even if the store is correct, why on earth would that be Spectrum's policy? The idea that a customer can't return Spectrum equipment in a Spectrum store is ludicrous. The ironic thing is the cable modem I tried to return was PICKED UP AT THAT SAME SPECTRUM STORE when I started service a couple years ago.

Save your time and just call their phone number or do an online chat. It's so much easier than going to a store,...