Cox Store - Tucson, Arizona

Benjamin B.

This low rating has more to do with the company itself, not this particular location. I recently upgraded to a new modem, & Customer Service was very helpful in getting everything set up when I contacted them after it arrived. Nothing was said, however, about their return policy for used equipment. I set the used modem aside, thinking that I would return it as soon as possible. Shortly after the new one was activated, I was notified that $240.00 would be charged to my account for non-return of equipment. It was interesting, & a bit disheartening, that no effort was made to remind me of this beforehand, but only when there was a chance to obtain more money from me. It was also telling in view of the fact that I have never missed a payment in all my years of service, & $240.00 seemed like an outrageous amount for a five-year-old modem.

All of that being said, the staff at this location was excellent when I arrived to return the equipment, apparently in the nick of time as no charges were applied to my next bill. Although there were seven people ahead of me when I showed up, things moved quickly & the employee who waited on me was very quick & efficient in handling the return process.

If only the parent company wasn't so mercenary..

Beginner E.

Update.

They said they got my equipment and then later threatened me $250.

The internet was fast but overpriced. One time I changed my card and so a payment bounced. I fixed it that day. They still sent me a $25 markup for the mistake. When I complained they offered double the speed, and to scrub the charge. They never made it faster. When I canceled it took seriously two hours. Their customer service is terrible. I kept feeling like they're a joke on their name. We all know what Cox sounds like. I couldn't shake the feeling I was getting d****ed down. When I finally after three tries and a visit to their store later, got someone to be able to cancel my account, They were really emotionally defensive. They didn't want to see me go and pretended to cry. And then they said I have 10 days to get them the cable box or there will be another fee. Cox is pretty terrible. I just can't help but feel like they manifested their name

J F.

Loyal customer for a good while now. And it's super lame how you guys disrespect your customers and only care about how much money you're getting from us.

Had to update my contract. I was told the completely wrong financial information about what I'd be paying for March and April and when my new bill would start. Called to have something done about it, and all I got was a sorrrryyyyyy wish I could help.

My wifi has been absolutely horrible the last few weeks ever since I had to update my plan.

Aside from being made to pay $60 for a lower speed than I already had. You guys literally sent me an ad for $50 on the same speed I've have had the last 16 months. Right after you confirmed my order. Like, really?

Your employee that I talked to on the phone when getting a new contract really couldn't offer that to me in the first place?

If I want to change it, I'm told I have to pay you guys for the entire length of the contract just to get that speed again.

Wish I could get less than 1 star or even negative stars would be more fitting for this experience.

Ron E.

The corporate store, always friendly and professional, turned in my equipment as moving abroad for a while. When I came to credit back for service not given, I was instructed to call the call center for billing. Horrible experience. Never did I get my refund was put on hold each time over one hour and then hung up on! I tried calling them all the way up to leaving even while in the airport since their call center is in the Philippines and not here in America. Maybe I should go and sit in their lobby. Do you think they would talk with me. It's the principal, the day shut-off service for the wrong house, which was the same day that also charged me. Of course, the house I rent and the person who moved out didn't shut off and also charged me. I was given a $13 credit for their mistake. Instead of at least $65, this is how they stay rich! Bring your call centers back to America, where people understand the English language. Oh yes, another call center in India, probably where it was messed up. The personnel said in Philippines that what I asked for is not what I received. However, when it comes to refund, nobody's home is WoW!!!

Contingen C.

Great experience visiting this store location - I was in and out in about 4 minutes. Granted, I just needed to get a modem for a self-install and already knew what I needed having looked everything up on the website already. Your situation may vary.
More granular feedback: Jesus is amazing! No pushy sales tactics, super friendly, and even gave me some suggestions to help with my new move. Give Jesus a raise! This location is also a great vibe - one of the coolest, lounge-iest retail stores I've ever been in (and I've worked in a lot of different retail positions). 5/5, would recommend.

Karen R.

Very helpful employee. Didn't have to wait too long for service. He asked someone else to confirm he was giving us the correct answer to one of our questions.

CityJuno

Don't get me wrong Tom was very helpful and very nice, but he talks TOO MUCH. I get engaging with the customer to get good service but we spent way more time than we needed to when our day was already packed. When we set up our router we waited an hour for WiFi (we were told it would be 15-30minutes) and once we called customer service turns out our request for our WiFi wasn't sent over!

Dat B.

I've been a loyal customer for almost 8 years. I just found out that I paid twice as much as a family member, and they even have the Fiber 1 GIG+ plan. When I talked to the company, all they could do was offer to lower my bill by $10 if I moved down to a different plan. Be careful, or they'll rip you off.