Spectrum Store - Fort Lee, New Jersey

Ahmed T.

They are very rude, 2 different representatives Evylen, and Juan both of them talk to me in a very bad way there is no little of respect to a new customer or even little careens of my late work because of their company mistake. If my new building has a different WiFi support, I definitely choose the other network. I wish verizon available in my building I was using Verizon for the last 6 years without any problem. I’m working from home and I moved to a new apartment and I placed an order to receive by 10/04 and nothing came, called customer service and they told me to go to spectrum Fort Lee branch and they will hand everything to me and when I receive the late delivery I can return it back. I went to the store and they refused to give anything to me, I called the customer service from the store and Evylen refused to speak to customer service guy, and she said we don’t talk to customer service in a very rude way however it is the customer service of the same company!!! The most problem thing is the way they talk to me, it is not the idea that they don’t wanna give me the equipments however it is possible. If they told me in a nice way we are sorry we can’t provide you with the equipments it is out of our hands I will understand, but I never see some one represent a company like that. I hate the network before I start. Thank god that I didn’t change my cell phone to their network when they send me the offer.

Jiseon F.

I went to return my modem, and the employee named Manny explained to me very nicely how to lower the bill when I asked. So I'm trying to move my T-Mobile mobile 4 lines to Spectrum.

Bruce T.

The place was clean and the people that worked there was nice. I had no problems talking to the employees. I don’t understand what they had to say was great.

Fuzz W.

My friend and her husband came to this store to change the address and trying to lower their monthly Internet fees since they are paying above average price for their Internet having being Spectrum customers for over five years. During the process of changing her name on the account to her husband (they were recently married) – they were offered the rates of $50 per month along with a subscription of Spectrum Mobile. My friend was on Verizon family plan and could not change on the spot – so she was advised to come back to complete the Spectrum Mobile registration when she get the information from her family to drop out from her family line. Lynn advised her to come on Thursday and Friday to complete the transaction (hmmm?) as she is off on Wednesday.

Come Friday we came around 2pm. My friend’s husband is unable to come as he was out of town working. Lynn did not recognize my friend! Which is fine IF she was pleasant, jovial (or effusive like she was last time) I could not understand how could my friend say all the positive thing about this person when she is the sullenest, arrogant, nary a friendly demeanor or a smile. My friend asked her if she remember her – that she came with her husband – and Lynn superciliously said I deal with a lot of people; I don’t remember everyone that I met. Nice answer Lynn!

Lynn was so rude and dismissive towards me. She would not introduce herself, she would not even look at me, she would not acknowledge me nor saying hi. Over the next 10 minutes I see an amazingly passive aggressive person asking questions to my friend who struggled to answer back (she is not that technologically inclined or understand much about Internet jargon and technicalities) Lynn also did not complete the name change process correctly as there were still old PIN and security question that was attached to the account, which prevents my friend’s husband from accessing their account unless Spectrum reset their account.

I was patient until the completion of account reset process. After making sure that there is enough information for me to call Spectrum customer support, I finally had enough of Lynn demeanor and we left - now that I had enough information to get things done outside the store. Lynn was pushing Spectrum Mobile on my friend even after she said no three times. At one point my friend actually texted me “Can we cancel the service” which I advised against it. What an ordeal.

Now that the account has been reset I am able to call Spectrum Customer Care and got Melissa (from Texas). I made a complaint about my experiences with Lynn and the store. Melissa was amazingly helpful and super responsive over the phone. She clearly explained the reason for double billing and enable paper billing via mail so that we can have record of our Spectrum services. She treated us with respect and it was so easy for me and my friend to ask questions. We got everything resolved in 10 minutes. Hands down it was definitely one of the best customer experience – and it’s over the phone!

You would think that this store being the flagship store in Ft Lee would be staffed with many professional associates since it is located in a strategic location with above average income demographics. Coming from a strong management background, as I entered to almost empty store, my first impression was that the mannerism of the store associates was sullen and unfriendly – no eye contact, no smiles whatsoever (except for one person – Jasmin – keep up the good work there). Every individual store culture is different and can only be cultivated by the manager of the store (leading by example, ie prioritizing customer needs). Good store leadership leads to excellent services. Vice versa, a bad manager like this store will negatively impact the customer level of satisfaction. It’s no surprise that Verizon Fios is taking Spectrum business away by providing better technology and customer experience.

When I got home – I googled the reviews on this Spectrum Store. Guess who is the manager running the store? Well – Lynn of course! No surprise there!

Michael C.

This is ridiculous.only one counter open and talking too long to customer for sale not she asked . Asian employee in there very rude. And complaint are not accepted.
Are you sure make customer satisfy? No.

Len M.

Byron is very knowledgeable and does a quick efficient job. He's also very personable.

Alba O.

Big place, very slow service, to long to get somebody to help you

Jenna E. L.

No way to call the store without being routed through Spectrum's awful automated phone tree. You wouldn't think anyone could be as bad as Verizon, but Spectrum somehow manages to find a way