Spectrum Store

Our store experience exceeded all of our expectations thanks to our dealings with Torjhae. She was pleasant, professional and most importantly to us, patient. She was able to solve all our technical challenges and then explained how we could maximize the services we received for the best price. No matter how many questions I asked she was able to answer them, smiling the entire time. Spectrum is fortunate to have her as an employee.

(Spectrum Mobile) - My wife and I went into the store on a Sunday and the waiting line was 10+. Decided to make an appointment for after work on a weekday and glad we did. Went in on a WEDS night and were initially greeted by Brett Tillotson. We were considering switching from Verizon (15+ year customer) to Spectrum Mobile. Needless to say Brett took his time in answering all of our questions. We now each have a new phone and are saving about $50 per month on our mobile bill. Brett made the migration super easy and we are so far happy with the service. @Spectrum you are very fortunate to have Brett on your customer service team!

This is for my interaction at the store. My store visit was magic. I was immediately greeted by Brett, Torjhae, and Anthony. Brett Helped me immediately. He was very patient, respectful, kind, and Knowledgeable. He went above and beyond and out of his way to help me. You guys are amazing and you solved my problem immediately and got me in and out very quickly. Your employees you have, are very skilled and the service was exceptional!! If I need anything at all. This is the only store that I will go back to and I will recommend it to everyone. Thank you guys so much. I truly appreciate you!!

East Rochester spectrum is #1 I went to another spectrum store and they couldn’t help me all I wanted was just Internet and they wanted to sell me TV and mobile and I didn’t want that so I left I end up going to the East Rochester location as soon as I entered a very nice guy came up to with and told me he could help me out . He signed me up for Internet and told me that I could get a free mobile phone for one year. I was super happy with his service. He explained everything very thoroughly. I can understand why other reviewers say go see Brett he is #1

My wife and I were there on Saturday 3/13 between 12 pm to 1 pm. My wife was there to get a new phone. The staff was very friendly and helpful. Sorry I forgot his name. He definitely deserves a recognition. Another staff Emily was there and she was friendly also.

I stepped inside the store almost 30 min before the closing. Emily , the kindest person In the world , helped me solve a rather complicated issue. She stayed past 8 PM to help me out! I I appreciate her generosity and top notch customer service.

Ismail is AWESOME! I literally spent hours there (not his fault) and he kept his cool, was very patient, polite and just overall amazing. I won't go to another spectrum mobile unless I absolutely have to or unless he changes stores then I will follow him (don't get nervous Ismail it's a compliment :-))
You helped to work with me and others in your company to figure out complications with my account and how to get my daughter the phone she wanted for her birthday. Thanks for making the world a better place!

I have to start by saying that I had a really tough experience adding a second line to my account. I spent around 6 hours over a week with more than 8 phone calls. So why am I providing 5 stars? I FINALLY got smart and went to the East Rochester store. Dylan Eden went above and beyond to help me untangle the mess that call in support had made. He stayed after work hours when he had plans and worked with his team to get things right. My lesson- use the Spectrum stores - not the call in support. That and seek out Dylan for the best service.

Hard to believe this Spectrum store does not have much better reviews. After having survived the utterly mediocre customer service and multiple mistakes of ANOTHER Spectrum store (which resulted in my not having use of my new phone for over one week), I went to the East Rochester Store to try my luck. From the moment I walked in this store, I was welcomed professionally by the staff, one of whom actually held the door open for me. I was merely trying to switch my phone number from another cell phone provider to Spectrum--a matter that should have been relatively simple but had been complicated due to the mistakes mentioned above. Fortunately, the matter was most efficiently handled at the East Rochester store, specifically by Victor. He clearly is very knowledgeable about the products and services offered by Spectrum, but what most impressed me was how patiently he dealt with my previous phone service provider. He invested more than one hour on the phone negotiating with several of that provider's staff to ensure that my phone number was finally released to Spectrum. Victor never lost his cool! He then helped me move my contacts and several apps to my new phone. As I told Victor before I left, he helped redeem Spectrum's reputation in my book.

Whenever I need any other products or services from Spectrum, I will drive to the East Rochester office from the start!

This review is for the east Rochester spectrum location and is in regard to new mobile service.
I had originally gone to Webster ny location where I had an appointment on May 15 during corona virus. Was hesitant to leave my house but my phone had died and I needed to replace. I went to Webster store with my new phone and was immediately greeted by a gentleman whom I could tell did not want to deal with my request. His demeanor and standoffish approach was clear. I asked him to please set up my phone. After giving him all the information he wanted he said because my cable bill was just paid the day before and it wasn’t listed in their system and he couldn’t help me. What? I was told the mobile and cable bills are separate so why was this a problem? He just said he couldn’t and wouldn’t help me and to come back tomorrow. That was not possible. I left very angry and called spectrum mobile. A nice woman said she could help me over the phone but I had my phone and my husband’s phone and just wanted a “live” person to help. I decided to go to the east Rochester store. I was immediately met by friendly helpful people who went above and beyond to help me. Even though it took approximately 3 hours to get everything settled, I did not mind at all because of the professionalism and kindness I was given. I can’t thank them enough and would recommend the East Rochester store any day of the week. This will be my store going forward even if it is an extra 30 minutes added to my drive time.
I hope this helps someone else. Thank you.

Emily was awesome! I needed to set up internet service at my new house, and for once, it was simple and easy! Emily provided all of the answers I was looking for and I was able to walk out with a self-install kit in a matter of minutes.

I have had terrible experiences with Spectrum and other cable/internet companies in the past, from hours of waiting to price gouging sales people. This time was the complete opposite, quick service, straight forward answers, and friendly staff. I cannot thank Emily enough. Employees like her are the key to customer retention. Thank you!

I want to give a great shout out to the customer service I received at this spectrum site. I had spent many many hours trying to get all my equipment turned over to spectrum and was very frustrated in the last bit of trying to get the last phone activated due to a number of issues that had occurred over the month I have been transferring over. Emily at the store was patient, upbeat and helpful. Her customer service was spectacular. She remained helpful and spent a lot of time with me trying to get it to work. When we had to wait another day and come back she made sure that she was there and ready to help me again and we finally got it! He made sure I didn’t leave that store until every bit of the phone was tested and working to her satisfaction and even when I was frustrated and ready to throw in the towel she never let me give up and kept at it trying to figure out what the problem was and make sure it got fixed every company should have a employee like Emily to show what true customer service is.

Thanks to the 2 gentlemen at the ER Spectrum Store counter ( today 10-24-2022 at 10:00 am) that quickly resolved my promotion/ billing issue due to a 10/2/2022 counter sale that was in error. 👍👍. My speed is now also at 500 mbps +

Jada helped my wife and I purchase and program new cellphones. She did a wonderful job. She was patient with our concerns and very knowledgable. I appreciate her professionalism and caring attitude. Jada is a credit to the Spectrum organization.
Thomas Kanaley, satisfied customer

You must have Ismail Washington take care of you!! He is so polite, helpful, and knowledgeable. He greeted with a warm hello and was very speedy! The East Rochester, Piano Works Mall is AWESOME! Best customer service, by Ismail ever!! I wanted to give him a hug!

I came in to this store today stressed out after my business phone fell out of my motorcycle on 590. I needed to replace the phone ASAP. That was not possible d/t the Spectrum business policy . Amelia was amazing. She reviewed my options with me. She had me return with an old phone. We activated it with a new number. Then she walked me through applying for a replacement phone through apple. She assisted me in backing up my data from the lost phone as well.

I visited this store to exchange two bad remotes. There were 4 people ahead of me in line and two customers at the desk. VICTOR SAUNDERS was the CSR working. He had a problem customer and he was fantastic dealing with that guy. The guy just kept going on even after Victor solved his problem. He was professional and kind to the customer. While he was dealing with him I saw Victor look up and scan the waiting customers. He saw I had two old remotes in my right hand. While continuing to help the two customers at the desk he quickly pivoted and grabbed two new remotes and set them down to the side. He quickly finished with the problem child and helped everyone ahead of me quickly and efficiently, He always had a smile on his face and his explanations to customers were clear and concise.

I was a regional Sales & Marketing manager for Group W Cable, and Daniels Cablevision. I helped train hundreds of CSRs. I had a scale of 1- 100 on reviewing the CSRs in action. I gave above a 90 only a few times. VICTOR SAUNDERS would have gotten above a 90 from me this day. Kindness, anticipation and skill were all shown to me in the 15 to 20 minutes I was at your store.

Victor has management written all over him. Treat him well. I would have done anything to have someone like him representing my company. I will always remember him as one of the best customer representatives I have ever seen in action. Thank you Victor. You are really good at what you do.

Emily was extraordinarily helpful in obtaining a new cable modem and shared the story of her awesome hair style with me. The store is clean and modern and the staff is wonderfully helpful.

Recently went to the Spectrum shop in East Rochester in hopes to get a new phone after 6+ years. Had the privilege of having Emily S. help me out. Her service was painless, efficient, and superb. Didn't expect the process to go any easier. She's the best!

Ashley- thank you SO MUCH for all your help! You were so patient with me and my needs and I could NOT of been happier! She said “I got you” and she really did. KUDOS to you girl!