Rude and inconsiderate. Trying to forcing me to wear a mask when Im exempt. Still met the objective the old lady had to take care of it. While I waited outside in the fresh clean air. I turned in my equipment and canceled my service moving to the beautiful free state of Florida. No mask mandates down there yall take care now.

A very nice fellow ( Dion ) came to my assistance and was very polite and helpful. Couldnt ask for a better sales representative. I had no problems with them at all.Sometimes its the customer

We just had the best customer service experience moving to Spectrum mobile! Joseph & Kevin both answered every question and made the process so simple! Thanks to the entire team at this Matthews, NC location.

AFTER 16 YRS- I SWITCHED CELL PROVIDERS! Joseph explained how Spectrum uses the same 5G network as Verizon! Joseph saved me a TON of money! Very professional, knowledgeable, courteous and kind. Great store in a very convenient location. Thank you so much:-)

Spectrum store crane can you help Shield between you and these two worker I found the price on their phones not very reasonable he helped was outstanding to me they were very informative very very helpful and I was very pleased I went to that particular store

WORST CUSTOMER SERVICE EVER. I strongly recommend not going to this location. Employees are not engaged and treat customers terrible. Many customers left the store unhappy during my short stay . Spectrum should hire better employees at this location.

Exceptional service highly personable lady Cion is great service

Had a bit of a wait despite placing nearly empty. Not the stores fault but only reason I had to go was spectrum had shipped me the exact opposite equipment that I told them not to and I had to return that and then wait to get proper replacement items. Store service quite good spectrum service and quality of product not so good.

Went with my mom to help her take care of something and they were very polite and helpful.

SHANDA WAS VERY HELPFUL, SHE TOOK HER TIME AND EXPLAINED WHAT WE HAD TO DO

Staff amazing, knowledgeable and friendly.Phones and plans expensive for one line, $25.00, more than my current plan.I feel like you are being trapped into a 24 month contract just to get a phone.Recommend: shop plans..

If I could give negative stars I would. Waited 30 minutes just to pick up a modem (with no mask on) then when I FINALLY got to be helped the guy behind the counter made me wear a mask even though Id been there without one and he and the other one had seen me multiple times. Then he proceeded to give me a mask that smelled like mold and mildew. People keep wondering why theyre getting sick, yall keep wearing disgusting masks.

Great location. Good customer service.

I bought new phones from the Matthews Spectrum Office and Trevor assisted by Joseph were unbelievable. Trevor worked with me for a very long time to make sure I was satisfied and that the phone was what I expected it to be. Joseph would also give his input when needed. I could not have had a better experience or better people to help me. Thanks so much for your professional help beyond what anyone would expect. Have a great month..Keith

I was trying to get a new cell phone service waited in the store for half an hour no one looked me in the eye there was a lot of people a lot of names on a computer waiting to be called and then I was asked if if I can come back and make an appointment the best part of the whole thing is the girl that was there in charge of everyone was just constantly playing with her hair two people seem to be working and one person was on their cell phone cannot even believe that this place is in business spectrum take a look at your employees you could have more business or you should have had

Great in store experience. Only 1 problem, the programmable remote does not have a listing for the Sisco dvr we exchanged our old defective unit for. Gonna have to unhook it and go back to the store again.

Incredibly rude staff! If you want to be treated with disrespect go to this spectrum. The employees working on may 23rd 2021 are terrible employees. When the customer is right, swallow your pride and except being wrong.Very disappointed. Those employees should be fired.

Dion was extremely helpful and knowledgeable. Great service.

Friendly, polite, and helpful. Went to return some equipment.

They are just awesome people thanks for your hard work

Theyll take care of you. Lol

Great Experience at Spectrum Store!I was helped quickly without a wait and Cion was so pleasant and knowledgeable of the Spectrum Services and products, she helped me with a device return and I added a device to my account and I appreciated her willingness to get me the best services for the best price! I highly recommend trading with this store if you want a professional pleasant experience!

Staff there are always nice and helpful but far as billing looking for a cheaper place to go shopping for internet and TV

Chandra was great! Knowledgeable and patient

Patience is a virtue and necessary here. But everyone there knows exactly what they are talking about!

In attempting to disconnect my services it took 2 calls to disconnect and multiple calls to resolve the onslaught of issues which surfaced afterwards. Ronald in FL in a resolution team finally brought an exceptional level of service in resolving my issues. All the people I had spoken with to resolve rate a 1 star. Ronald gets a 5+ star because he cared.

Terrible customer service at the Matthews location. They urgently need to teach the kids the best way to treat customers. Bad experience. February 2021.

If you are temporarily closed, please take a minute to change your store hours from OPEN to CLOSED so we dont waste a trip. Sign on front door directed me to office in Pineville (about 20 miles away) where I now have been waiting in line outside for over 30 minutes.

Didnt get friendly greeting. Male who assisted me, mumbled. Dont know what he said. Rather abrupt.

HORRIBLE service for THREE months, upload speed is constantly virtually at zero, and no sign of this being fixed in sight. My mobile data is better and more reliable and I live in an area where that isnt the best. Five technicians have been here, they have told me twice theyve fixed service issues in my area, but nothing. All this in the age of COVID too, Ive got teleconferences I need to attend. I HATE SPECTRUM

Worst Customer Service , Never Going back to that store .

I canceled my service with spectrum and came in to return my equipment. A lady named Trevor helped me and was extremely rude. Cashier number 2990937. I was trying to explain what they told me on the phone and she said it has nothing to do with them to go somewhere else. Never have I felt more belittled as a customer as I did here today. I’m glad I switched and I will never recommend spectrum to anyone else.

This Spectrum Store served its purpose. The associate at the location was knowledgeable, pleasant and willing to answer my questions directly with no BS. Based upon experiences at other Spectrum Stores in the past this was a major improvement. If Spectrums prices were fair and balanced I would not have needed to return my equipment or cut the cord. Loyalty to existing customers is not a priority.....they only want new customers....their package bundled prices clearly make that obvious. Their motto should read....we are your friends today but are not your friends tomorrow.. Customer loyalty should mean more to Spectrum than they show.

They went up on the internet and did not let us know

The right hand does not know what the left hand is doing

I was a walk-in, there were 3 customers ahead of me and my wait was less than 10 minutes. The staff moved quickly. A lot better than Spectrum on South Blvd, they move at a snails pace in there.

Enjoyed Hornets game! Nice staff, a variety of food and beverage vendors. Clean.

Dont return equipment here as they only handle swaps/upgrades. They told me to go to the UPS store behind them to return equipment to spectrum.

Horrible serviceThis place is terrible

No impresesd at all with the customer service

It was a quick service switching my modem and the customer service person was very helpful explaining how to hook the new modem up.

I came in not knowing what phone I would purchase. Alfonso immediately helped me find the phone I was looking for. Took the time to explain how the phone works and gave me details on how I can enhance my phone. All this with a smile on his face. Never have I received customer service as I did with Alfonso. I highly highly recommend to come by and ask for Alfonso. GREAT GUY!!!

First visit to this location a couple weeks ago I was turned away because the equipment shipped to me didnt match their system so I had to leave and call to get issue fixed. I should have requested a shipping label then but I will tomorrow when I call Spectrum. Second visit to this location was today around 3pm. I was asked if I had a mask. I told the rep no I was exempt by my doctor. She clearly didnt hear me... I guess 🤔, walked to the back then returned and handed me a mask and when I didnt put it on she said she could not wait on me if I didnt have a mask on. Wrong on every level even if she didnt hear my exemption. Spectrum you should be training your employees not to turn away potential customers.

So, came to the store and spoke to Joseph (won’t even give me his card or last name bc he said he refuses to) to switch my fathers account to my name and was told we can not do that since our last names are the same. This is after my dad starting to also explain the situation on why he can’t pay the Bill anymore (with a heavy international accent.) When asked why, he said “policy changed” with a huge attitude. I asked to see that policy change since those kinds of things should be readily available and he said he will not show me. I asked him why he said “don’t have it and will not show you”. Obviously his WHOLE attitude changed towards us after he heard my fathers accent. I have NEVER felt so targeted and discriminated against. I really hope Joseph’s supervisor reads this and implements changes ASAP. I work in Management and cannot fathom that this is how associates treat their consumers (for over 20 years by the way) With these hard times ESPECIALLY he is possibly the worst person I’ve ever met and can’t even imagine how he has a job because I’m sure he’s targeted other with the experience today.P.S. word for word by “Joseph” “I may even get a raise if I deny you”Real professional!

I LOVE cable but talk about a group of misfits! Took over two weeks to finally get my cable and internet installed. Employees are way under trained. Not just one but anyone you get on the phone is clueless. Only way to get it right is to actually have someone come to your house and have them call their office so they can walk the employees through the proper steps to get everything correct. WAY TO GO SPECTRUM!

First they send me a new customers promotion and when I came into their building they would not give me the new customer promotion.Second they wanted to cancel the same day and Bill me out to the end of the billing cycle.In other words I pay for services not rendered.Third I showed my id which they kept for nearly ten minutes and gave it back to me.Three minutes later they asked for my id again. I refused to give it to them.They then said they could not make changes to the account and that their area manager will reach out to me.Their supervisor was in the store (Lanell Bedford - store manager)There was no empathy or soft skills used.(This is our policy) was the response

I thought COVID was the worst thing to happen during 2020, until I started with Spectrum in Matthews. I dont know how moving three hours from Raleigh, set my internet speed back 30 years. If a cave in the middle east can stream video, I should be able to enjoy online gaming at 9pm on a Thursday night. Three phone calls, two house visits later and I still have the same issue. The only reason its even getting one star is so I can post this review...

Set appointment and had a confirmation text. Got to the store and it was closed. Really?

Great service once I got though the long line. I would not recommend going on Saturday if at all possible the place was backed. The store was full staffed all working hard simply to much business in the 3 oclock hour. It would have been a 5 star without the elongated wait.

Spectrum is by far the worst TV and internet provider. We have spectrum and we will be lucky to get at least 1 full day a week of internet. The internet is ALWAYS down!!!! TV constantly buffering and signal going out. You call to get issues resolved and it never works!!!!! I would post 0 stars if possible. They are a complete waste of money!

Good place to get new cell phone.

Great service. Assistant store manager and service associates were very nice and responsive. Great customer service. For all those who are complaining about the lines book an appointment. Dont expect to just walk in with the masses and not have to wait.

They were super friendly. Did not waste anyones time. Got me a great price. I am happy.

Oh how Covid is the perfect excuse once again to be rude and make sure to cause upset. I didnt have a mask and just needed to drop off a modem. An older man was at the counter less than 3 feet away from the employee helping him and had removed his mask. However, I was told that I would have to wait outside... in the rain while my husband who had a mask on, returned the modem. Good Bye Spectrum... forever! Your service and attitude are so bad and your services are also overpriced.

Normally I would not give Spectrum a five star review. However today when I visited the Matthews office. It was my intention to cancel my service. Instead I was fortunate to work with Alfonso, a truly amazing account representative. He was able to provide the perfect service for my familys needs. I was able to get into a program that was even better then I originally had. The best part is he saved us a nice some of money with the new plan. His professionalism was outstanding. It really was a pleasure working with Alfonso.

They SUCK. THEY DONT KNOW THE MEANING OF CUSTOMER SERVICE!!!!

We purchased new iPhone 7s (that were needed in order to change to Spectrum provider) and, after 3 hours on line the night before trying to set them up, we came into your Spectrum store totally frustrated. Then we met Joseph..he was very knowledgeable and understanding of our frustration, assured us all would be just the way it was with our old phones and proceeded to do just that! There was no wait,,no interruptions ..just personal service until all was good. Thank you!!!

Store is closed with no notification on the website. Please update your store status.

Spectrum will pull you in with a start deal ($45/month) but after 1 year they will consistently raise your rates and try to force you to bundle other services. I highly recommend looking for an alternative.

The customer service was terrible, I will never go back to that store.

System needs to be updated because the location is no longer there

Clean and professional atmosphere.

What you’d expect from a monopoly. The representative didn’t care about me and was quick to say no to my request. And thank you sir, I will enjoy the rest of my day.

Your basic out of the way location for spectrum cable.the people were pleasant but not thorough. I returned a cable modem since use our own and although we were told our fees would drop, they did not. They never informed Spectrum we had returned the item and we had to jump through hoops on the phone to get this resolved. I have three stars because they were pleasant, but also because they did not properly do their job.

I need help with finding a new link to my email address I could not get into my email so I went to the store to ask for help the person there would not help me at all but handed me a phone number that goes to some supposedly as technical support call center which all you could ever get was a voice-activated recorded message that did not really apply to my situation. The man that was helping me in there would only say that he could not help me but I had to go through this phone number to get any help at all the phone number was completely worthless since the voice activated service did not apply to what I needed

Its not Spectrum its the employees that have the attitude... Get another job if you not happy their.

Every time I have been in there, which has been on a weekday, a weekend, different times of day, there are never enough employees to handle the customer demand in a timely matter. A fifteen to twenty minute wait is not uncommon. In today’s world of time being short for us all, this is completely unacceptable. The people working there I will say do a great job and are very knowledgeable. Just seems like the typical understaffing to fatten the bottom line.

Better than expected as they have cable, and cell service under one roof. You can see from below how it works each customer took an average 10 minutes.

Ive been having problems for a long time you have been out three times when I try to use my DVR and I go back to lets say channel 6 it keeps saying channel unavailable then I have to reboot the whole system or I have to call customer service and they reset the system this is getting ridiculous you should be able to use pause fast forward and record without the system telling you channel 6 is unavailable this is happening over and over fix the problem

Alfonso excellent asset to the company. Most helpful associate. Pleasure to deal with.

The manager is going to look out for you.. hes knowledgeable and will work to get you what you really want not just sell you whats on the shelf...because the store itself lacks inventory and couldnt even sell me any accessories because of some weird equipment failure..

Jake was absolutely amazing! He helped us pick the perfect internet+cable package based on our preferences. Very satisfied.

Went in to add new digital box, with little to no wait. Staff were accurate and precise. I was provided with an excellent install how to clinic with take home photo install instructions. My Top Notch Rep. Cion even found a better rate for my grandmother cable service. We were pleased and would recommend Spectrum to our friends and family.

Today was great. I managed to arrive when there was no line, so no wait. I needed to make changes to my service, which was handled without any problems whatsoever. Not always so easy, but today they get 5 stars!

I stopped by (2211 Matthews Township Pkwy, Matthews) to return my internet equipment this afternoon and the waiting time was just crazy! I saw 24 names on the screen, there are 3 employees only where 2 of them took literally more than 15 minutes helping 2 customers and only one lady was calling names and helping the waiting customers. After 15 minutes of waiting I had to leave because based on the pace I was going to wait another 30 minutes probably. I will never be visiting this location again. This place needs better management and more employees to help customers instead of leaving customers waiting.

I cant possibly describe the ineptness of the employees at this location enough. They just want to distribute product and not listen to customer needs or concerns.On the advise of online customer service I switched out a five yearold modem for a newer modem and router. However, the new router was not connecting to my wifi printer and wifi extender as my ancient one did.When I called customer service a second time and they did their magic, it still wasnt working. So they told me to switch it for another device at the store, thats where my workday went from bad to worse.I went back to the store to find out that 1, the devices I had were they only ones they had available, and 2, was told my old device was already picked up for recycling. In only 2 hours from 10 to noon. (I find that hard to believe.) They offered no alternatives and I was stuck with out the connectivity I needed to work. The first employee just said I was stuck with what they had, or I could go buy my own router at BestBuy that would work...huh... I pay for the wifi service, you would think... Wait that might be to much to ask for... But then he said I was charged $5 a month for the router so I wouldnt have to pay that... Uhhh, I dont see that charge on my monthly statement, so who knows where he got that info... I asked to see the manager, he of course had no solutions either and said dont expect a different result using another router, so I just took back what I had, the new models, to try and find another solution. BTW, I called back to tech support and they told me if I couldnt figure out how to things connected, they could dispatch a technician, who has OTHER MODELS ON THE TRUCK and I could indeed get the connectivity issues fixed. Hmmm, who do I believe, definitely not the yoyos at the store. I dont think they have the necessary training. Word of advice: dont assume your customer doesnt have some knowledge of your product, and overall that goes for the automated customer care system online as well... Love the video that informs me what a modem and router do...NOT.(tons of sarcasm)PS after contacting HP and Tp-link, I got my answers... Thanks SPECTRUM, spend a little of that cash youre earning these COVID-19 days for more training in customer care at the store level and less on all the mailers...no, I dont want TV for $49.99 a month.

The service at this location has drastically increased from the last time I was here. It was almost closing time but the employees seemed happier and friendlier when I was there. I dont know what changes were made internally to the company, policies or personnel but I am very impressed with the change. Keep up the great work and positive change.

A very poorly run store. Imagine that

I wish that I could give it a negative rating. Fees went up because promo expired supposedly. Now they offer me a so called better package for $20 more a month and I would loose about 10 channels. How is that better???? Google please come quickly!!!

Nice store

I know Spectrum receives a lot of negativity; however, I am here to state they provide incredible service through and through. Granted I only am an Internet subscriber (which is very fast and very low latency), but I have heard from friends their other services are stellar. In fact, they sent out a technician (their dime) to confirm Internet service. He spent over an hour to ensure everything was connected and tested throughput. Very thankful and grateful for Spectrum and their talented staff.

HORRIBLE customer service, I was “helped” by Trevor on 11/12/2020 at 10:45 am est. cashier id 20240482. Horrible horrible customer service, she was very rude and was not trying to say a word I said. She just said that it wasn’t her job and there was nothing she could do. I wasn’t heard for a second and honestly I was left in shock by the treatment I received at this location.

This particular Spectrum office was very convenient to where I live, but more importantly was not packed with people! Got help very quickly and the service was excellent!!

The first time I went in it was great service. Tonight was absolutely horrible I got no answers because of such rude customer service. The guy, no name tag no name given, but he had slicked back black hair and a beard, who offered to help asked my phone number on the account which I gave. Apparently it didnt return my account rather than check for a mistype he said it had to be another number and that number isnt associated with an account. Its a Spectrum number. Then it was well you didnt tell them to associate it to the account. Its the same number I give customer service when there is an outage. He then says, Yeah, I doubt that, but okay while rolling his eyes. Excuse me? Avoid this Spectrum until this poor excuse of a customer service representative is gone.

We had such an awesome time here. Cion was helpful!! She was sweet and welcoming. Best customer service

6 customer help stations but only 1 helping customers. 3 employees in store, 1 telling customers to sign in, 1 working with customers and 1 watching what the helping one was doing. 2 customers were helped in 40 minutes!

So much faster than the location in Pineville! They were all very nice and so helpful

All I can say is GRRRRRRR.. with the influx of returns that are received, there should be some sort of secure drop box. Scan the equipment place it in, get a receipt. The employees that are working arent trying to save customers, so there really isnt a need to have to stand on line like its black Friday, to return a router

Last week our old TW equipment stopped working. The next morning I was at this location in time to sign in number 3 in line. Just the right spot to be the guy that is taking too long for everyone else in line. I am pleased to share that Alfonso was very quick with what I needed. He changed our plan, got us faster internet and saved us money. I had new equipment and was on my way faster than the first two customers. Thanks again Alfonso.

Bill to high you all them they tell you one thing and the next month it low month after that it right back high again

Okay but super expensive

Great service and average wait time. The associates that helped us were entertaining and they also solved the buffering issue that we had been experiencing.The trick is to downloaded and subscribe to the Starz, HBO GO, and Showtime Now Apps through your SmartTV. *Note “laptop, desktop computer or web browser on mobile device is required”Since visiting the Spectrum store and subscribing to the individual Apps, we have not had buffering issues. This leads me to believe that the issue was indeed related the App itself and not the internet service. Yay!!

Absolutely horrible. This store off of council places deserves no stars if I could. So I get there at 5:45 PM and the doors are locked. The sign on the store says open mon-fri 9AM-7PM!I see a man and a woman behind the counter. I knock on the window, the woman looks up and acknowledged me, putting a finger up but then walks away. A few minutes later another customer pulls up, wanting to drop off the cable box like me. I told him whats happening and he knocked as well and the man saw him but walked away. We stayed there since the place says its open! Meanwhile THREE other customers pull up all to see us standing there and explaining whats going on. Decided to leave sometime after 6. Who knows how many other people came and tried. Absolutely disgusting service. Okay, lets say you for some reason you needed to close early. Put up a sign!!!! You CLEARLY see us and do nothing. We all literally just needed to drop off our boxes. Those of us who get off work around that time appreciate the later hour, and if you cant provide the service, take your sign down and go! I never write reviews but this is well deserved. These two individuals whoever you are should be fired.

Great place; super slow wait time!!! Only one guy working for a line of 12 plus and the other two employees just stand around.

Very efficient, return of equipment. Cordial staff. Pleasant experience.

I know the perception, but the reality was I had great customer service. Ladies on the phone were pleasant, and the technician was on time (even calling ahead to let me know he was on time and on his way) and very professional. It was not an easy installation, but modem/router and 4 TVs were working great when he left.

Nice to have a nearby Spectrum location where you can quickly and easily swap out equipment.

Been there only once on a holiday to get my box and, not only the attention was great but also the tine it took. I was there for less than 5 minutes. Great!

Cion the customer service professional at the front desk at the Matthews location did a great job I had some questions about my bill and she was able to answer those questions in a professional manner and help me with the bill. Not only was she courteous but she knew her job extremely well,and how to satisfy a customer. more people could take a lesson from this young ladys professionalism. Thank you Cion.

Went there today at 5:00 thought I would be there a long time, only 15 minutes. I think I went in with a positive attitude. Just smile, get your number and wait. Ricky was great and my modem is super fast