Not a great experience... although there was no wait time and the person that tried to help me seemed to do what she could...I was not happy.... seems there is a mix up in my bill and she had no idea what was happening with it...qoate never saw anything like it!. Gave me a phone number to call and that person didnt know how the last two payments were made and told me to go check my credit card accounts........even told me the last payment was made with a card I dont even carry!!! Not at all happy with Spectrum......been with them many years but ready to move!!!!!

One person working, 20 people waiting in the store for support. No acknowledgement of any of the customers when they enter, other than “make sure you sign it”The absolute worst service. Not a surprise from Spectrum however.

The young lady that helped me out was wonderful. Thank you so much.

Like going to the DMV. Perfect if you have nothing to do all day.

The reps were extensively helpful and very exceptional with knowledge on my inquiry. Definitely satisfied my visit, really recommend.

Wanted to pay a bill. They said it couldnt be done there??? This made no sense!

Not much shopping to do here. Phones on signs in store either not available or out of stock or not selling anymore. Manager not very helpful and rather rude. Ignores questions you ask and barely answers if she does hear you, not helpful at all. Ended up buying used phone off Amazon instead.

$75.00 a month over priced internet service. Daughter pays $45 a month in Buffalo.

It sucked no body was working and the ones that were didnt know what to do so I left rating the performance is a zero

Had an excellent customer service experience! Patrick was knowledgeable and through.

Be VERY CAREFUL WITH SPECTRUM / CHARTER. They WILL STEAL THOUSANDS FROM YOUR BANK ACCT AND YOU WILL BE OFFERED ZERO ASSISTANCE GETTING ANY OF YOUR MONEY BACK!! THEY USE AUTOPAY AS A WEAPON.Went into the store to upgrade to new phone. A week later I got a phone thru FedEx. Never activated it because the CSR added it as a new line instead of an upgrade. I sent it back new/unused to Charter via FedEx.In two weeks time they billed (and charged) my card for taxes three times, ($108 x 3) charged me phone upgrade fees ($120) Charged activation fees ($60) charged me for the payoff of the old phone ($266) Charged me $329.00 for opening the box the new phone came in, and a $50 restock fee, then since I never activated the phone felt the need to charge me the full price of $1200.00 for the phone (apparently they do that if not activated in 7 days) and dont forget since it was added as a second line, now the bill tripled with extra fees and mandatory charges...an additional $45 per month for 2 lines and additional $50 per month for the new phone.In 2 weeks time Spectrum/Charter STOLE $2200 from me, wiped out my bank debit card and my credit card.Keep in mind they never had authorization to charge my card, and in fact THEY charged the autopay method I had on my cable since I had cancelled and disputed the original payment method.This is the same company who claim they cannot even SEE the other accounts and cannot charge your cable/internet plans.Once I cancelled the card after hundreds of dollars of charges came on it for B.S. issues that Spectrum created, by adding a line and not upgrading, they then went into my internet cable account and charged THAT CARD.Contacting people for help with the billing issues is akin to self flagellation. You will get no where, out of 16-17 customer service reps in 16 days and 33 hours on the phone in total - not one single person knew who to contact, and each and every one said they couldnt do anything but submit it to an escalation team. Said Escalation team would look into it and contact you within 24 to 48 hours. 11 different customer service from sales to tech support to phone CSRS all claimed to have escalated the issue and I would hear from someone in 24 to 48 hours. Its been exactly 4 weeks and not one single rep has ever called me.Not one call.Meanwhile, they emptied (and overdrew) my checking account, wiped out the limit on my credit card, and only when I contacted the BBB and disputed it with the card company did anyone even bother to contact me. And still have yet to offer a refund or any compensation at all for a phone that was never activated (and that I no longer have - its in their possession) and they generated Junes phone bill today (a month after returning phone and declining the line) and they BILLED ME YET AGAIN FOR A NEW LINE AND NEW PHONE I DONT EVEN HAVE!! Another $100+...In order to assure they didnt end up shutting my phone number of 14 years off over this fiasco I had to go to another cellular co and quickly port over my longtime number so as not to lose it. Which effectively killed my service and account with Charter / Spectrum immediately. Youd think that would stop the overcharges.Au contraire!And the moment I did that - you guessed it, they then charged me for 2 phones (one is paid off - one I dont even have) and termination fees,remainder of agreement fees and costs.This is the dirtiest most uncaring messed up company Ive ever dealt with.Interestingly, if you look at their Google and other reviews I see Im FAR FROM ALONE BEING OVER BILLED, literally thousands of complaints.Be very careful and make sure you only use a disposable or refillable debit card with these people. They effectively made me unable to pay any bills this month, food, insurance etc...they literally pinged until limits and then took what they could get.Worst part is they could care less.You will spend hours on the phone, sometimes explaining the entire fiasco to 2 - 3 - 4 or more different people during the same call!

BEWARE OF FALSE ADVERTISING!I went here to get me and my wifes phones transferred over to Spectrums wireless program so I could get away from Verizon. They have a big advertisement campaign running right now to where you can transfer your phones over. Both my phones are paid off, they both work perfectly, yet somehow they wont work with Spectrum wireless, despite Spectrum using the EXACT SAME NETWORK VERIZON DOES! Meaning I have to buy two new phones. Im willing to work with a company, but not if theyre going to flat out lie to me as soon as I step in the door.

Connected our business services 5 days ago and had phone line and internet for the first day only! 3rd day in a row getting tech support out because the initial install was not done properly.Every single tech goes to pole then leaves…. Not one tech has checked to see if anything needs to be checked inside!

Staff was very friendly and helpful

1 hour plus wait to return defective cable box. 2 of 3 employees spent 45 minutes with advanced aged people getting cell phones: Ahhhhhhhhhhh!

Went to change out some services and return a wifi wireless router/ modem that was acting up. Service was good.

Was in and out quickly and had all my questions answered while pre-ordering my new phone.

I love this Spectrum location!! Everyone is so patient and helpful no matter the situation. Especially Ashleigh, she has such a beautiful personality makes you want to keep coming back

Needed a new cable box and was able to walk right in, turn in the old one and get a new one, no questions asked. Had trouble with my plan charges and Amedeo was able to help me get it straightened out. He was very patient with me and my situation. The only downfall was that Ive been charged for services I no longer have for the past couple months, and he couldnt help me with those credits so I had to call the customer service number (ugh) when I got home.

Took them a long time to refund money owed to me and tried to short change me on the refund! They didnt fully explain how there program worked. I finally recieved 85% of what was owed to me.

Just switched over from Verizon to Spectrum with associate Sterling C. He was very helpful and explained everything very well. Saved us over $100/month! Great service

Very friendly and helpful staff

Stop at the store in the home depot plaza.Was helped by Keitia (think thats how you spell her name told her I was gonna pay her a compliment) While taking care of my account she had to reach out to Sterling.Both of them are awesome. If you have a problem with your spectrum account go in to the store when they are on staff. These two will make you feel pretty special.

Stood in line for 15 min.,before one of the clerks asked if we had signed in. Since never being there before a gentleman and I went back to sign in. By that time others had already signed in before us. So each of us had to get in back of sign in line and wait again. Once called the clerk was very nice and handled things promptly. One of the female clerks was just standing at her computer and staring at customers. Really bad start.

New store front is awesome. Plenty of knowledgeable staff to assist. In there twice and my time in store to swap equipment and get hookup advice. Scale of one to ten theyre and eleven. I give two thumbs up and my Pitbull puppy Baxter gives it two paws up. (Not four because that would mean he croaked) 👍👍🐾🐾

Every time I go to the Spectrum store on Transit Rd in Lockport they help me more than the last time I was there. Taking care of problems that the phone № customer service couldnt figure out. Thank you people.

Nice place, was there to pay my bill.

If we could get in and out in a reasonable time frame that would be much appreciated

Friendly in-store when dropped off box but too many offices to keep coordinated for phone business

Spectrums terriffic from billing me honestly and fairly not just when you syart services but when you change something my involvement with them has been a pleasure over the yeats they can be counted on for their faithful service includef in that is the phone staff and tecnicians i give it 2 thumbs up

Call Spectrum customer service late Saturday night due to a faulty cable modem. The men with phones very helpful after checking out the modem himself. I was told to take it to the nearest Spectrum store and return it the next day, and there wouldnt be no problem here shirt me. Just got back from a half hour drive, and waiting another half hour at the store to be waited on. The representative at the counter told me they could not swap it out. I was not the account owner and I would have to have my name put on the account. They would need to have the owner of the account in front of them, who happens to be a 90 year old lady that I was doing a favor for. So, even though I was assured the previous night that there would be no problem I was not able to get my aunt back online. She also does not have use of her phone at this time. Heres hoping nothing serious happens to her that she needs to make a phone call.

Fantastic Customer support. Helped me get set up with my new equipment. Thank you for the excellent support!!!!

We have had nothing but a quality experience with these guys... we even have there cell phone service...

Poor customer service 3 workers talking and was one other person in the store. Very rude when asking questions. They need to go next door to the AT&T store and learn customer service, they were very helpful.

Sterling Carroll was amazing. he took really good care of me and put and my concerns at rest. He deserves Rep of the month. Very helfpfull and knowledable

Horrible equipment / Internet service. 80 -120MBPS speed that we pay for is so NOT so. More like 4 MBPS.

They R Always Really Nice

Asked for three boxes to be put in with internet & they only sent one box with internet.

I wish I would have got the one guys name who is helpful a d knows what hes doing

So I went to the office of they had listed when I got there I found out the office was closing the next day and they didnt have any equipment that I had to go to a different office. Nowhere on their website did it say anything about going to a new office. Went to the new office people were nice but very slow

Quincy took up a lot of time with me excellent customer service

Why does the internet here go out daily?? About to find that app that will record proof of coverage and come after yall for all the money you charge for services you arent providing!!

For mobile service sales people lie to you. they tell you you have 14 days to try snd when I tried to cancel customer service told me I was past the 14 day window by a day because its from when the phone is shipped not when you actually get the phone. So it really only a 10 day test period. Will never use them again.

Fast,friendly

Resolved our issue quickly. Personable knowledgeable employees. Plenty of parking,

Amazing place amazing customer service shout out to Dwayne parchment

Sterling did an amazing job, great customer service!

I just visited the Spectrum store and had Keon help me. Great sales rep, very kind and helpful!

Just played my bill

Slooooow service. And you know youre dealing with a cable company when they sneakily try to add services you dont need and/or raise your price without telling you.

Dwayne was just fantastic. I will definitely go there again!!!!!

Beautiful new store, staff is lovely, really seems like they care and took that extra time to help me out and get me the cell phone that would best suit my life and it was cheap!!

Very helpful. Great deals

Needed to pay my girlfriends bill with a money order got it done . also I needed to get a cable box for her bedroom .no troubles.also walked out with a HDMI cable .Im happy

Lazy, I was in there to put money on my account and the girl jest stood there.

The physical storefront got us in and out quickly when we came to turn in our cable box DVR and modem. Review is for their vastly overpriced service.

Rude unhelpful employees. Tried turning in the equipment since Im getting divorced and my husband disconnected the service so I could switch to my name and they refused to take it unless he turned it in. He had to take a day off of work just to turn in the equipment that couldve been turned in 2 weeks prior without all the extra hassle.

Yikes. What a dreadful experience. We’re looking to switch to Spectrum and the process is taking days, when really, it should take an hour or two tops. First, they were out of stock of the phone we wanted and tried to up-sell us on what we didn’t want, then it took hours to switch over two of the four lines we were looking to switch. They were laughing and joking around and that often felt to take priority over actually helping us with what we were looking to do. Then they said they couldn’t finish bc their system went down - but yet they screwed around for basically another hour after they were aware there was an issue (which led to our CC thinking it was fraud and shutting our card off..). We’ve tried completing it over the phone with them (the associate called us when we got home ... a one hour drive btw since this is the ONLY freakin location!), online, and then through their general sales line and nothing worked. Errors all times. Today I call and am told that every time I try I’m resetting the error as if it’s my fault (also, no one said that??)! Still can’t order the two phones we need which means that I’m paying for two cellular plans currently. I tried to explain that frustration on the phone and was simply met with some mansplaining and inaccuracies. 🙄 I truly hope their cell service ends up being good so that if I EVER get this whole thing sorted, I never have to deal with them again. They should be handling mobile at all their locations if they’re going to advertise it to death!!! The current store is a JOKE!!! I’m totally exhausted from this experience!

Horrible customer service. Agents just talking to each other not helping the 13 people in the store. Now I know why we left

Whats with the outages? Totally unacceptable. Wish FiOS was here.

Love spectrum 🍎 Apple TV is awesome

Very good, liked the new store, fast payment at the self service

If I could put zero stars I would. Completely false advertising. Noone know whats going on from the 1800 number to the store. Had no service anywhere in niagara county except Lockport. Constantly dropped calls. Used data constantly even while on a call and around WiFi. Could not bring out own phones. In store sales reps are unprofessional, rude and incompetent. Get you cell phone service elsewhere. This is just,yet again, another Spectrum scam!

Very friendly and never had a wait

Terrible customer service I needed a 400 mgb modem and they didn’t have any in stock when I called and the customer service told me every location has them in stock wasted 2 hours of my day driving to different stores and they all are completely out why can’t you call the store to ask them if they have any who knows spectrum and there employees completely trash

Pay all this money out and half the time I try to get on demand and I cant just says error and I cant watch if u want your money on time Id like my service to work

Staff was clueless and did nothing to help. I had to call Spectrum from outside the store for customer service.

Sterling was a pleasure!Knowledgeable and helpful in our transition from our previous carrier

They were WONDERFUL!

This place is slow , just like their internet service

Too bad I have to put at least one they dont deserve any

Horrible staff. Cussing at each other in front of customers, complaining about the computer system. Highly unsatisfied.

Long wait just to turn in my equipment after cancelling their service. Glad to be done!

We can to spectrum just to check out prices we had Sterling as our sales person he showed us our savings by leaving Verizon we are now spectrum customers for our cell phones.

Exceptional customer service

40 minutes to turn a cable box in

NEW AND IMPROVED

Its spectrum

Had doors locked before they closed

Quick service

They are a monopoly in my area

None of the sales reps.had a clue what they are doing .I talk to one about why I was there for then that one doesnt understand whats going on and calls another sales rep over and then that one dont understand and calls another .I speak English and so do they.very clueless .

Prices to high for me

Okay