Employees are great. I didnt need to go here which was frustrating. The phone support sent me to the store and told me I would be in and out. The representative explained that wasnt the case and apologized, and they texted me when it was close to my turn. Long waits but that wasnt their fault, seems these stores are overwhelmed because spectrum doesnt want to teach people on the phone how to properly support customers or explain things correctly.

Amazing with the sign of the times and being short staffed that customers find a way to be rude and yell. I had to jump in yesterday as I felt it was highly unnecessary what the rep was dealing with. Lets be more patient for those who are working.

This has to be like what it must be like to go to hell before your time.I actually had to go twice. Once to sign up for the mobile phone plan. Then again to try and right their wrongs.I made the mistake of asking about lowering my cable bills, (we all know what a rip off they are when it comes to cable) when they changed my plan, and lost my home phone number. !!I had to go back to try and correct it.It took weeks to get it straightened out.And Forgot about trying to do any of it online, they’re worse. Picture for the attention.

The employees are rude, non-chalant, long lines, awful place, there were barely enough workers. Well out of 5 workers, only 1-2 were actually working. One of them is a “manager” so despite long lines and long waiting period, she just hangs around. I’m lost. I was there from 1:30pm - 6pm and I was still nowhere close to being called so I left. Ridiculous!

I was told over the phone that I could just go to the store to pick up my equipment. They were backed up 3 hours when I first showed up. I made an appointment for 2 days later. When I arrived for the appointment, the store was so overwhelmed, I couldnt even get someone to talk to me for over 20 minutes. At that point, they put me on the list. I was finally seen 50 minutes after my appointment time. Then, when I was seen, it took about 60 seconds to hand me the modem and router that I came for.

Made an appointment online a few days prior, was in and out of the store within 20 minutes. Gustavo was outstanding and very knowledgeable! Make a reservation online ahead of time so you don’t have to wait so long! Customer service on phone and tech that comes to help are great too.

Schedule an appointment to be seen. Long waits but when I checked in on Friday they suggested making an appointment to avoid the waits in store. Schedule for Saturday and was seen in 15 minutes. Was also informed that its much faster to drop my equipment off right down the street at UPS.Busy place, more people here need to be patient and understand the world doesnt revolve around them.

Where do I start. I’m met by a millennial who’s more attentive to his man bun than answering customers questions. I’m then told I have an hour wait and will be contacted via text when it’s my turn. I understand the wait so I kill an hour before returning. I’m told I still have 4 people ahead of me. Being the curious person I am I look in the window and what to my surprise do I see . Drum roll please….. ONE person in the entire store actually working. As I watch through the glass I observe 3 different employees going in and out of the back room laughing and having a wonderful time. When I turn to ask my little millennial friend in front why there’s only one person working in the entire store he replies “you want a job.” This is one of many reasons that I am done with cable. Take heed Spectrum I’ve seen fewer clowns at the circus than in your Grafton St location

I showed up at 6:43 and they said they couldnt take back the equipment because they close at 8:00 pm. Thanks for wasting my time and money.

Liked them before they slowed down their internet service... It definitely seems like the bigger the company gets, the slower their service is, as if they placed us all under the same hub! 😥 ... Still, I dont want to discount the times they did offer the best services in Town.Thank you for those times, Spectrum! 🙌🏼 🤗

No one at this store know what end is up. They’re more concerned with who is standing on the correct dot on the floor than actually helping customers. They’ve got two people working out front but there’s about 3 others in and out of the back room not helping customers … there’s a long line out the door and no one is concerned in the least. AVOID this location at all costs!!!!!

Went to visit Spectrum to Help lower moms monthly bill. We went to see Jose. He was amazing and wonderful very kind personable and helpful. Also the manager. Anthony was very kind and helpful. Give Jose a raise!

Not good service. Waited way too long. Not enough help and didnt complete our service correctly. Still have to call on my own at home to fix the issues. Unreliable service

I read a few reviews before coming to this store and thought that since I was just picking up a modem and planned to make an appt, how bad could it be?It was BAD. While making an appt bumped me to the front of the line, only 1 of 3 or 4 employees I saw was actually working. The others would just disappear to the back. So even with a reservation, I was still sitting there about 40 minutes. The guy that WAS working was good. Go to the Millbury store, which is where I ultimately had to go to get the right equipment, which is much larger.

I went inside the store tonight to switch over to Spectrum. The rest of the staff seemed great as well, but we were working with Gloria and she does an amazing job! Our appointment took longer than expected due to various issues (not involving her or Spectrum), and even though it was 20 minutes to close and there was still a line, Gloria remained calm, pleasant, and worked through each issue with us so that we left the store happy and with no problems or questions. Thanks Gloria!

Came to the store on Grafton st and was told wait time is 1 hour and 15min. Decided to stay, after got my text to come back to store, and 1.5 hours later, I asked if everyone is working because it’s really slow, and when people disappear to back, not all come back. Jose told me to come down or I can get services somewhere else, or simply told me to leave the store. This is very bad customer service by some dude that’s having a bad day and thinks he owns the place.

The procedure in this office makes absolutely no sense. Theres an outdoor check-in thats not always staffed. Theres a confusion as to entering or not. Once finally going in circles and getting checked in, they send a text to say youre turn is coming up. But it isnt. It is followed by gobs more of time wasted waiting. Theres a digital que sign posted with names and position. I made it to #2 in que. Moments later, 2 people walk in and my name moves to #4 on the que. Expect to waste half your day here for nonsense.

I showed up for my appointment on time that I had booked 3 days prior. They told me the wait would be 30 to 40 mins, ended up being 1 hour 45 minutes.Upon finally entering, it seems there are only 3 people there to help and 1 of them was on lunch almost the entire time.I expected them to be more efficient, except the staff were busy being pally with some customer who knew them. They kept cracking jokes and walking around the store rather than focus on helping the customers.One of the agents was probably overworked, as he kept proclaiming how sleepy he was the entire time I was there.Hope I dont have to deal with the store again. Not sure whos to blame or be held accountable for this lackluster experience.

I arrived at the Worcester store to turn in some equipment and cancel an account. After waiting outside in a line of other customers for 10 minutes, an employee came out to see if we were all registered. There was no sign outside regarding a registration process. When I stepped forward, the employee told me I could register but the wait time to see a customer service person would be 70 to 90 minutes. Nope...I walked away...

The store reps prolly get paid hourly and intentionally slows down the queue. Noticed only 1 line operating out of 4 with reps taking frequent and longer breaks with customer waiting unnecessarily. Spectrum should do a surprise visit to eval the ground situation.

Need more staff as people are always angry because of wait times.... Employees treated me right though.... Spectrum no longer cares about long time customers though as they will only give specials to new customers... They lost me for tv service and I only use them for internet....

The workers can be really rude from what I saw. It was very uncomfortable. Really long waits and under staffed. The customer service # doesn’t tell you the right information and can make things very frustrating. I’m looking forward to another internet company to come to the Worcester area.

Im go there every month for pay my bills by spectrum cable/high speed too.

Ugh... what a nightmare. I work from home and the router stopped working. My husband went to exchange equipment and waited almost 3 hours. That is not ok. Youd have an easier time at the ER on a busy night. Seriously disappointing for the amount the service costs.

This place is a joke. I understand limiting customers in the store. But waiting 1 hour on the sidewalk. To find a single person working and 5 empty stations.And the one sales person is trying to upsell new phones to an elderly couple for 15 minutes While there are 20 people waiting to get inside.I just want the service to work! Not have to wait 2 hours to swap a Modem that’s only 6 months old.

This place is an absolute clown show. Be prepared to wait 1-2 hours for even the simplest things.

I just wanted to drop off my grandmothers out of date cable box and had to wait over an hour and wasnt allowed to leave it. Waited over an hour and gave up. They arent getting their cable box back and they can keep pretending like capitalism and competition is what makes customer service better and more efficient. What a joke. The american dream is over...

I came here twice within 2 days when just signing up to their Internet (when we moved to the area.) The first day I waited in line for over an hour and a half because their systems were down. I arrived in store at 7pm and didnt leave until almost 9:20pm. The second day, the morning after we had to come back to get their router because our wasnt working with their internet and its literally BRAND NEW. So now we are stuck paying monthly for their router since they couldnt help figure out why ours wasnt compatible or whatever. If I didnt have to use their service because there are no other options in the area, I wouldnt, to be honest. The staff working here is nice but this store is definitely under-staffed.

Always to many people there in line. Nice place; always busy.

I wanted to share my experience today. I was at Charter on Grafton St. when the store opened, 2nd in line. The first customer immediately started yelling at the woman at the front counter, Gloria Torres. She was pulling the old, I’m going to sue Charter routine. Gloria took the time to look into her issue. Turns out she was being scammed by an outside party. The logo on the bill wasn’t even Charter’s. She did all this while remaining cool and calm. She was extremely pleasant to me, the next in line, as well. Gloria Torres is definitely an asset to the company. Fantastic display of customer service.

Line way to long only wanted to return equipment

I work from home and cannot rely on the wifi. I always get “connected, no internet”. What is that? I’m literally paying for internet. I spend more time dealing with having power cycle daily and no, I was not selected for a special deal. It’s the same price for everyone else. Don’t piss on my leg and tell me it’s raining.

I appreciate that the staff is wearing masks during covid. They were also diligent to only have 5 in the store at one time. Thank you for keeping us as safe as possible.

Service is very bad and ppl working here are super slow. If you dont want to wait in 3hrs long line make sure to make online appointment.

If I could give this location a 0 I would. Ive came 3 times now and left because the line is so ridiculous and they only have two people working. Currently going on an hour in line. Im not sure if they are understaffed but every time I am here this is ridiculous and only 2 people are actually working. Many people leave around me as well people people simply dont have the time to waste.

Make sure you get there at a time thats not a rush and be nice to the people and you get nicely treated in response

The literally yell at you! Worse service ever

I made an appointment and was seen within 15 minutes of arriving. There is great social distancing protocols in place and the staff is kind, considerate and knowledgeable.

What an f-ing disaster. You closed every other location around and added cellular services to this location, thanks for taking as much of our time as possible. Now you know why I came in to cancel my services. Thank you for reaffirming how bad you absolutely and unequivocally suck.

This review is for Spectrum Internet, not the store itself. I moved to worcester ma, got spectrum... It doesnt work from day one! The wireless router keeps getting a red light. Did all I could over the phone reset everything no internet!!! ... Instead of shipping me a new wireless router at no cost with a return label for the faulty equipment like comcast and verizon do, they said the only option was to drive to the store to swap the router.

Regardless of making a reservation had to wait over 45 mins which is frustrating. Staff asked to write an email to corporate if unhappy. Poor managent and disgruntled staff.

Not too long of a wait. Attendant was fast and courteous.

Not impressed with the speed of service at this location. 26 people on the wait list, one associate even mentioning that one person, no longer on the waiting list, had been there over an hour and she needed to get back to him.Well see how service is on a weekday.

This is totally joke. There is six stations but only one customer serving in a hour. For me the service is only rubbish. I am not recommending any to waste there time.

Under staffed, they were very friendly though, it was just a long wait. So the 2 stars was for waiting and Under staffed, but overall great customer service.

Wait time was long but the staff were very friendly & they do their jobs very well & they are very patient too. Found out later you can schedule an appointment which is what I will do if I have to return.

Confusion and Chaos, long Waits, understaffed, other than that its great

The customer service is the worst i been waiting at 5:13 to 7:15 and they never said anything so me and my family left

Waited over an hour outside the store. Woman at door said it would be over an hour once inside. Just wanted to pick up new box. A lady in back wanted to drop of equipment and was told she would have to wait. Customet service very poor.

Waiting in line for an hour just to swap modem while staff doesn’t care, just chatting with each other.👎🏿👎🏿

Although the line was ridiculously long I forget the kids name but he was getting everybody in and out and he was really friendly I think his name was David he wears glasses tall guy...mixed race or spanish maybe but anyway I have no issues with spectrum right now so far so good I have Wi-Fi.

Horrible laggy slow horrendous don’t recommend

WORST experience ever...DO NOT go to this location...Customer service is horrendous...Waited 2 hours to return cable box.

Worse customer service experience. They only had 2 people to handle 30 customers and by the time I got my turn it was 2.5 hour I stood in line. Terrible management. Unfortunately I dont get any services in my area other than spectrum but wouldnt recommend this to anyone..

ZERO!!!!! I cant even stand talking to this company! The prices continue to go up but the customer service is sh!t. Ive been a customer for almost 10 years and have excellent bill pay history yet that cant offer any break or promo rates for 6 months to help out through this pandemic! I cant wait until the day Worcester gets some new lines and I dont even care if they are more expensive! I hate Spectrum that much!

Helpful. Clear. No more overpriced then any of such services.Excellent mobile plan, pricing including. Better than analogue competitors.

This is the worst internet service provider I have ever had. They are consistently ranked at the bottom of all major ISPs in the USA.They regularly increase the price for internet access (I have only internet, no TV or phone). This happens every few months, slowly enough that customers will not notice.The price hikes would be barely tolerable, but they dont even have basic business ethics, let alonecommon humans decency to inform me of this. When I asked about? customer service representative about their rogue billing practices, they said it was because of service improvements. That is absolutely false.

Internet has been down and up all day, ruining every single one of my zoom calls. I have been unable to work properly today.

Great customer service!Thanks Marlou!

Taking few ppl inside at a time. Good covid protocol. Fairly fast service

Nice new store not good staff

Super friendly and helpful people, only had to wait 5 minutes to swap my equipment.

Very busy had to wait over an hour to be helped

They make you stand outside and don’t communicate they take there friends in friends cut ahead ! I will not use this service again! They should be shut down

Pay for 500mbs and only get a 1/4th of it. terrible service, terrible company.

Finally got done what I needed but there is a lot of running around going on, lots of pressure, but most employees seem rather clueless.

Nina is the best very polite, patient and work with us to the best of her ability...

They always help me to the T.... Very nice and courteous

Long un explicable wait times...

I was on hold for hours. I have a job and I cant just wait endlessly, wish there was a callback option.Internet was slow, expensive. If they didnt have a monopoly in my area I would have dumped them a long time ago.I eventually moved and now Im trying to drop off the equipment. Currently writing this while in line. It takes literally 2 minutes. But instead of just dropping it off and going I have to stand here, indoors, during a global health pandemic, risking my immuno-compromised family members to return this router.To say I am upset is an understatement.

This is not a review of the store, its a review of Charter itself. After months of internet dropping several times a day, we switched to Fios. Charter sent us our refund with a gift card. However, you have to activate the card and they make it so complicated I gave up. Which is exactly what they want. Never going back no matter what.

Spectrum in Worcester has great and knowledgeable associates. Great services available to bundle.

Gloria is awesome and super knowledge and friendly every time I go in. Shes been there forever and always has a smile on her face. Everybody needs to be more like her!

This place is unbelievable ! There’s 5 workers in the store only one is working while others sign songs / and joke around and sit . This is probably the worst customer service .

They tricked me into believe things they were never able to do

Literally the worst internet provider Ive had in my life. Only use it because its THE ONLY option in the area.

Great customer service

Made a appointment online, waited over an hour only to leave empty-handed.

Affordable, but customer service is terrible and their sales/billing tactics are highly unethical. Mandating service fees for self install and refusal to prorate upon disconnect are just pure disrespect for consumers.

I read previous reviews before going. I had a great experience. Missel was excellent and got me what I needed quickly. Thank you!!!!

Horrible, making my friend and I wait in the cold... Explanation should be posted... 3 tour Vietnam vet! The line shouldve been told about the new appt option before waiting 45 mins in line... ( the option is 2 weeks old, Im not being douchy) (Grafton st)

Vernon the customer service associate at the door was not only not wearing proper ppe that’s required by cdc but was also not disinfecting the areas that are required. Someone should have trained her properly during a mass pandemic

This Charter Spectrum Cable Communications location is an organizational mess, and an extremely disappointing service to use. They mailed me WiFi equipment after I pickup the same WiFi equipment from the store, resulting in an additional trip to this long-lined, long wait time store. The staff dont move with much efficiency, particularly as they ask customers about upgrading their services, when that isnt the purpose of their visit, for example. The store would benefit greatly from tactics to speed up service, such as entering the purpose for a visit at the check-in computer at the front entrance. But to further my negative experience here, the WiFi has gone out several times, and spectrum continues to have no idea why, even after too much time waiting on hold and uselessly speaking to representatives on the phone.

Waited over an hour just to get a router because they only had one person working and let people go on lunch even though there was already a long line. Update: its now been an hour and a half, and they proceeded to lock themselves out of the system

Employees are great, but three times I went to this location to upgrade my device and the system was down so I couldnt do it. Ended up doing it online and waiting for the s10 in the mail.

Staff was very friendly, courteous. Fixed my problem quick and easily.

I cant imagine a more unbearable experience in customer service. Particularly a woman named Sue. Rude and smug.

Total lack of staff for the huge number of people that have to go hereIm all done with spectrum and Im so happy

Has to return modem and Wi-Fi. Fast service

I was first in line, witch heiped,helped, girl behind the counter

I came in for a mobile and the young lady azra did an amazing job with helping me out . Shes very knowledgeable about her products shes the friendliest employee there . Definition of customer service great job azra

Not enough windows open, waited 30 minutes still had 6 people in front of me, every one was setting up phones, took forever, no one doing cable boxes..very poor service

Line queue outside, in freezing weather. Took 90 minutes to get in the door. Once inside only 3 people working at 6 stations. Very inefficient. Borderline cruel to customers who have nowhere else to turn.

Long line, not much in the way of guidance, bring your patience! Overall great costumer service though once you get to them

Very helpful staff!

Customer service was SUPERB! They were so friendly and helpful to each and every customer, moving along as quickly as possible. Very impressed with their genuine friendliness, despite how busy they were. I needed new equipment and they were SO quick to make that change!! (Went 10/4/2019)

Service is so bad I moved out of state. Worst internet provider. They bill you even if your service is interrupted, then they apply a credit after the anxiety sets in. However you still paying tax on the bill and admin fees. They are absolute penny pinchers! NO stars.

Replaced my old boxes for new ones

Worst company across 7 states cant support 20 minutes on zoom of a 1 hour meeting, after 1st deconnection it only gets worse. I have been forced to use them for 3 years and now they increased their prices for a service that isnt even equivalent to dsl...I am literally moving because I cant live with them and work remotely... Fios is cheaper and far superior...pay anyone else!!!!!!@!!!@

This store always has a wait of 1hr or more just to get inside. Staff is incredibly slow and rude. Staff spends most of their time talking to each other instead of working. Spectrum is not worth your time or money, their equipment is trash and so is their customer service.