Cox Store

Reviews

• VE

  Van Epperson

  3 days ago
  1.0
  Cox’s service appointment process needs significant improvement. This has happened to us on multiple occasions: technicians are late, there is little to no proactive communication, yet Cox requires someone to be home for the entire appointment window. Most recently, we waited the entire two-hour appointment window and the technician never showed. We had to call customer service ourselves to find out what was happening. Getting to an actual person is an ordeal in itself. Navigating the automated prompts, repeatedly entering information such as a 16-digit account number, remembering a PIN set years ago, and then waiting to be connected to an agent. Once connected, we had to explain the issue repeatedly before getting an answer. We were eventually told the technician was still coming, but they couldn’t provide an updated arrival time and would supposedly notify us 15 minutes before arrival. So apparently the scheduled appointment window means very little, and customers are expected to keep their entire day open. We then received a text saying the technician would arrive at 11:16 a.m., more than an hour after our original appointment window. Just minutes later, Cox canceled the appointment entirely. We called again and went through the same frustrating process just to reach a representative, who couldn’t explain why the appointment had been canceled. The only explanation we received was essentially that if there were no available slots, the appointment could be canceled. That makes absolutely no sense when we already had a confirmed appointment and had rearranged our day to be home. We were then told to reschedule for the following day. Why should the customer have to sacrifice another day because Cox failed to honor the original appointment? What is perhaps most frustrating is the lack of ownership. There was little apology, no meaningful explanation, and seemingly no process for capturing this type of feedback and using it to improve the customer experience. The problem isn’t just that a technician was late or an appointment was canceled. It’s the entire process: requiring customers to be home, failing to communicate proactively, providing no reliable updated arrival time, canceling confirmed appointments, and then making customers navigate an unnecessarily difficult customer service process to fix a problem they didn’t cause. If we had another viable choice for internet service, we would absolutely consider switching. Cox needs to take a serious look at these processes from the customer’s perspective.
• SC

  Stephen Colwell

  Jun 28, 2026
  1.0
  Absolute worst service on the planet. Tried to cancel. Transferred three times, one hoop after another. Took an hour when a basic cancelation should take a single click. No more. It’s 2026, the age of AI. Do better Cox.
• JF

  John Ferraro

  May 13, 2026
  3.0
  Instead of providing the, safest most secure and equal protection for all, COX for whatever reason they believe, the WiFi 7(Panoramic 8) is locked behind a multi layer fee structure forcing customers into a Gigabit data plan even the tech is backwards compatible and your neighborhood doesn't have dedicated fiber. Also, the router is locked into one channel instead of auto selecting the lowest traffic every router is on the same channel. It's doesn't seem very customer oriented in my opinion. My issue was not resolved.
• AM

  Alexa Michel

  Oct 21, 2023
  1.0
  Just picked up our equipment and the guy working there was rude, very poor customer service. We asked a question about the pricing and he gave a very vague short response and didn’t bother saying “have a good day” he just handed our equipment box and said “here”. One of the girls working there was sitting down and sleeping on the couch they have inside. The equipment we picked up was really dirty and not cleaned.

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