Spectrum Store — Local services in Town of Clarence

I could not have had two more different customer service experiences in 24 hours in the same store if I tried. Switched out a cable box on Tuesday. No wait. Gentleman greeted me, asked me what I needed to do, asked me the phone number on the account, address of the account, asked me how many boxes were on the account and he provided me with a new cable box and remote (one hitch-I had returned the HDMI cable with the box and remote and had to go back to the store to get the cable but again, pleasant, waited on immediately). Today, since I had such a pleasant, easy experience yesterday I decided to switch out another box that had a deteriorating remote. Walked in and from across the room I heard a woman's voice say 'may I help you?'. As there were two woman without customers I asked which one had spoken to me. The woman identified herself and I walked up to the counter. No greeting other than 'what can I do for you?'. I told her that I needed to replace the equipment for the remote was no longer working correctly. She asked me to input my phone number on the screen facing me. I did so and she asked me the name on the account and I said my father's name. She told me rather abruptly that he needs to put me on the account if I want to be able to get service there. I told her that I didn't know that as I had been there yesterday and that was not mentioned. She became unpleasant at that point telling me in sum and substance that that's how things work here and that she's helping me out. Escalated real fast to kind of in my face, borderline nasty. I thanked her for the information and told her that that had no been my experience yesterday so it was news to me. She then told me she was happy that I had told her that the person I dealt with yesterday did not do things right and 'he can get in trouble'. Later, as she doing whatever she's doing on the computer to finish with me a collegue was trying to get behind her with some equipement. She rather loudly says that she's not doing anything and that she would have been happy to move her chair or help in some way. It was odd and appeared to be directed at me that I was not worth her time, patience or just plain being civil. I've been in customer service my whole working life and I've certainly had my fair share of unpleasant people I did not enjoy or even want to have anything to do with but this woman is downright aggressive for seemingly no reason. There were three employees (one working with a customer) who may have heard this exchange so it may be interesting for whoever's in charge to ask them what they thought. So, very good one day and very...

Horrible experience at this store. They lost my business due to the horrible customer service I received. I’ll be staying with t- mobile. As I’ve had nothing but good experiences with their customer service.I will not be back to this site. That women. Wish I knew her name. Should be fired. They just lost my business because of her. I’m sure I’m not the only one. Do better spectrum!!! Response to owner I didn’t want to say this because god forbid a white women calls a black women racist but this rude women that I didn’t catch the name of was a black women and she was 100% racist she only waited on the black ppl and was very friendly with them and took her time helping them out I did notice that right off the bat. Once she saw me coming up to the counter she was rude and didn’t want anything to do with me or even try to help me matter of fact she didn’t even look at me which is rude. She basically turned me away. So maybe you should teach your employees how to treat everyone with respect no matter what...

Absolutely horrible service. Shawn Combs.. was the "specialist " who took care of me..and the reason why I switched all my services to Verizon. He was very rude and dismissive w me. Not willing to try to help w my broken phone, not willing to give me any information on promotions, phones, any of it. He told me there's nothing he could do to get my activation code, go somewhere else to switch services. So thats exactly what I did. Verizon had my activation code in 10 minutes. He wasnt A specialist..nor is he A nice person by any means. Definitely should not be A representative for this company if he's pushing customers to go else where!. I also just lost my father..when I told him that it was important to me to get those texts back, he basically rolled his eyes. He made me feel like I was A complete nuisance, when it was his job to make you feel like A valued customer. Shawn Combs.. Im sure has lost many of customers for Spectrum....