Cox Store

Reviews

• MM

  Matthew McKeever

  3 days ago
  5.0
  It was time to look into upgrading my Android phone. Collae G and Nevaeh R were very helpful and we were able to also get a better bundle rate per month while there too. I'll be coming back to set up my Moto Razr as soon as I get it.
• BC

  Bobbie Jo Carico

  5 days ago
  5.0
  Aaron, Collae, & Brian were absolutely awesome. All three of them were patient, kind, & had great sense of humors. It took some hrs to get things done & they remained professional. Thank you all so much.
• SL

  Sylvan L

  Jan 3, 2026
  5.0
  Considering this was the Friday after New Year's Day, I was surprised how quickly the staff worked through the crowd. They still have the small sign-in tablet when you walk in the door, which I noticed is not 'focused' enough with how you're supposed to 'sign-in'. For elderly people, this can be totally overwhelming. I watched numerous folks struggle. Other than that, my wait was maybe 20 minutes and when I walked in, there were probably twenty or more people ahead of me. Either paying bills, turning in equipment, or needing to change services, the team worked through everyone quite well. This is the first time I've been to this new store and it has a DMV feel due to its size, but a lot less chairs to handle the volume of customers. Other than that, I really can't complain about my experience. There are a couple improvements they could make as listed in my review, but it wasn't a horrible experience as so many other reviews have stated.
• HP

  HD Panman

  Dec 20, 2025
  1.0
  This has to be the worst store on the planet stay far away from them rude attitude and by the way I'm handicapped zero customer service
• TR

  Tim Robers

  Nov 30, 2025
  1.0
  I went to the Cox Store in Roanoke, VA simply to ask if Cox could offer a more competitive rate than GloFiber’s $65/month for 1.2 Gbps. That service is 2.4 times faster than the 500 Mbps I currently have with Cox—and at a much lower price. Instead of helping me with my home internet bill, the store employees immediately tried to upsell me on a mobile plan I clearly didn’t want. When I repeated that I was only asking about my bill, they told me to check the Cox app or online for "promotions", but when I pulled the app up at the store and asked and asked for assistance locating the deals, the associate said they weren’t trained on the app—which is surprising coming from staff who sell mobile devices and services. Since the store couldn’t help, I tried online chat, and the experience got even worse. I was: First connected to a bot, Then transferred to a customer service rep, Then transferred again to a retention specialist, Disconnected mid-conversation, forcing me to start a new chat, And when I reconnected, the new agent said they could not see any previous chat history, so I had to explain everything from scratch again. All I wanted was to see if Cox could offer a fair, competitive rate for the service I already have—especially since GloFiber is offering a much faster connection at a much cheaper price. Instead of addressing that, every agent pushed more expensive plans, bundles I didn’t ask for, and “promotions” that were actually more expensive than my current bill. After nearly 3 hours, I was told Cox could not match the $65 rate, and the lowest option they offered was still higher than my current bill—and for slower service. Between the unhelpful store visit, the constant transfers, having to restart chats, and the lack of continuity between agents, this was one of the most frustrating customer service experiences I’ve ever had. Cox needs better training, transparent pricing, and a chat system that doesn’t make customers start over every time. Now I'll wait for the generic scripted feedback that is probably required by their corporate office "We appreciate your feedback...." At this point, switching providers seems like the most reasonable choice. It took over 3 hours to get an answer that should have been a 5 minute visit to the store in Roanoke or a 5 minute phone call with a customer service rep.

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