Cox Solutions Store – Orchard

Returned equipment and receive a receipt in less than a minute. Great job!

I thought the staff and Maya who helped me were super friendly. They opened the door for me both on my way in, and on my way out.
Only criticism is that after getting home with my new cable boxes, I had to call customer service because they apparently didn’t assign them to my account properly. Customer service rep said that happens all the time, so I guess it’s worth asking before you leave if everything is assigned to your account.

Friggin WORST customer service of all. Went in to get my equipment after finalizing the account over the phone. the store Employee was utter rude. his name is ruben. Dude do you even know how to speak to customers. He was shooing off customers standing in the front entrance.
He was talking to me like doing a favor to me, if your customer service runs this way even before getting the service started, talk about how its going to be when i would actually have to talk abt issues during the membership.
HELL NO!!!

Excellent, quick, patient service. Fixed my email problems quickly (which ended up my user error) and even showed me better use of my On Demand capabilities. Thanks Stephanie and the entire professional staff at Cox, you’re the best.

Have had an abundant amount of problems with COX as a whole company. From cable boxes that didn’t work and when were returned was told «don’t know why they gave you this one, these never work» to a internet router that I received and was paying for that gave out after 6 months and then was told «why would they give you this one, they’ve been discontinued for years…» Technicians that come to the house sloppy, unprofessional and smelling like marihuana, that take «smoke breaks» give me a break guys!!! So here is the big issue, every year I get a bill that is through the roof for no reason, so when I went into the El Toro office the gentleman I communicated with guaranteed me a 2 year contract that would not increase in its duration… So it’s been 1 year since then and guess what $ 30 increase for NO REASON!!! I called and spent MY time on the phone for several hours to no avail and NO HELP!!! Just more fees if I wanted to change or cancel… NO ACCOUNTABILITY to the person who promised a 2 year commitment… If you can avoid using COX I recommend doing so

First of all I’ve been a cox customer for over 8 years and I’ve always said they are better in my opinion than satellite competitors and whether by good fortune or just good staffing I’ve usually always received excellent customer service from cox.
My signal was terrible last while trying to watch tv so I called cox and we realized soon that my cable box which was a few years old was now faulting. I took the box to this location and was greeted with a smiling employee holding the door open for me and quickly replaced my cable box, got home and tv signal is perfect now. Thanks Cox!

Over the phone I have had some VERY helpful COX specialists, but since I have no choice in my home of what to have for cable (unless I go satellite) I use Cox, & I know they obviously can live happy without my penance of business but this location specifically and the culture of the company as a whole is a very cold, unaccommodating, insulting at times, ridiculous, overcomplicated, over priced, behind-​the-​times group of thugs (not all of them) but definitely in my past few visits this week they have responded to my issues/​questions with blank faces almost acting like I am the idiot for not knowing how overly obscure their web of bureaucracy is. Is it so hard to explain my bill or how to change to a better plan without making it seem like I’m an idiot for even asking? I am not unreasonable, but it does not help that they do not have weekend phone support or night support, even if overseas I have had friendlier customer service than at this Cox store in Lake forest (el toro) — I am sorry to say but I will never revisit this store but the joke is on me, I will keep their service out of convenience, so they win in the end but they will never get anything by way of positive reviews or goodwill when friendlier, new companies with a soul & love for service over money diminishes their presence in OC. Fingers crossed because you COX store and Cox in general are a disgrace. I welcome the internet revolution of internet/​tv without the hassle of cable and rude employees who could care less that people like me will take time to write a bad review. Where I come from they would get below an F minus. Time for a change people.

I think Unilocal should start providing negative stars!!! Because Cox doesn’t even deserve one star!!!
They have the worst customer service ever!!!
I have been a loyal customer for 11 years you think that would count for something. NOPE!!!
So I have decided to close the account, not only that have I been trying to close the account for the last 3 weeks but I can’t do it!!! Wait… and not only that, I have been charged a full month when I don’t even have the cable box!!!
I had so far 5 phone calls averaging 30 min a call, I had 2 visits to their store in Lake Forest, where I returned the equipment as told by their representative (3 weeks ago) on the phone who also told me the account was closed. (NOT!)
The lady at the Lake Forest took my equipment and told me the account is now closed, yet I am being billed with no equipment and with two separate Cox representative telling me they closed the account. (NOT!)
So now its 3 weeks later after my last visit to the store and I haven’t been able to close the account or find out what is going on, and their agents on the phone don’t know which department I should be talking to and they keep bouncing me from one department to another. Billing department, collection department… etc. They have no records of me calling, when every time they say we keep notes and here in our notes it shows you called on this date regarding such and such and on such and such date… you can forget about that.
ADVISE: Take your own notes and make sure you write down the person’s name you spoke to and the date!!!
Bottom line, Cox provides horrible service and even more horrible customer service as apparently their representative either on the phone or at the store know NOTHING!!!
THINK 10 TIMES BEFORE YOU EVER SIGN UP WITH COX!!!

This store and COX are horrible. I’ve been with them for years and have 4 more month under some stupid contract I agreed on and then I’m so gone! There is everything wrong with COX– stay away and do everything possible to go with different provider for internet or TV. Starts with the technician that show up 4 hours late for the appointment to the store rep that is slow, unable to multitask and makes you wait for 45!!! minutes to return old box!!! They have 2 people working at 6pm I guess hanging and wasting time at COX after work is what we all want to do after getting out of work. STAY AWAY!!!

Overpriced. As soon as someone better than idiot AT&T shows up I’m bailing.

I have been STUCK with COX since 2007. If I could fire them I would do it right now! IF ANY other internet provider came up here in Mission Viejo where I live, even if they’re $ 5 more a month I would dump COX in an instant. These IDIOTS do not care about the customers AT ALL!
When I started with them in 2007 the monthly was 19.95 for 1 MB, the first year and went to $ 25.00 there after. But for no reason these extortionists started raising the rates no warning like what seems every 6 months after that.
Right now I have only 3mb (cheapest service now), and they just jacked up the rate again to $ 49.00/mo. No better service, no rhyme or reason, just because they can!
The ‘service’ reps are rude unhelpful, and basically say if you don’t like it you can cancel service. WTH???
I have not gotten a 10% raise in the last 6 years, HOW THE HELL do they get away with greater than 110% rate increase?
I hope they go out of business then someone else pulls a fiber or something up here when they are gone. BTW I’ll dance on their company grave and pee on it! I HATE COX!!!

If I could give Cox negative 10 stars, I would. I hate them. They are rude, disrespectful, and unwillingly to help. I moved from Phoenix to California and I forgot to return my cable box. So I returned it at this store, just as both the Cox representative I talked to on the phone earlier and the specialist in the store said I could. Two weeks later I am still getting calls and emails from Cox saying I have charges on my account because I haven’t returned my equipment. I have tried calling the store. The one time someone picked up THEY HUNG UP ON ME. I have never been more shocked and disgusted. This company has AWFUL customer service.

My 5 star rating isn’t necessarily for Cox, but for Hugo. I was going in return my cable box because I wanted to save money. The cost of cable is constantly rising and it’s just not worth it anymore. I was just going to keep my internet. However, Hugo presented a promotion which is also the same price as internet but I also get a lower package cable tier. And I even save a couple of bucks for the first 6 months. He even gave me his personal cell# in case I have any questions or issue with my service. Hugo is awesome and is definitely only reason I’m still using Cox!

Cute mascot on the window!

So, I finally have functioning cable. The last guy, hopefully, that was sent found that there were several unnecessary extensions throughout our household, including directly to the house, that needed to be removed.
He was efficient but not friendly. Did his job. Oh, and complained about the dust in my house. Seriously. I guess a thorough cleaning before service is in order. Yes, pull all furniture away from your baseboards and vacuum.
And yes, he replaced the cable box. Again. That makes five.

So I went into the store for Internet service and walked out with everything… just like our wives do when they go shopping :)
I was just interested in internet because my ATT service is way too slow. After talking with one of the Sales Reps there I realized that I could save $ 50 for the first couple months with a promotion and then still save about $ 15 after the promotion expires! The gentleman was very clear and patient with me as I made my decision.
The Store is really nice too! I had to wait for 10 minutes but I got to sit and watch TV on their 55″ inch LED TV… wish I had one. All in all The Staff is friendly and the Store is welcoming.

I returned equipment to the Cox Solutions store in Lake Forest about a month ago and they were as rude as rude can be. I don’t know why this surprises me because after being a COX client for the past 6 yrs I found them to have some of the worst Cust Ser I have ever experienced from any company I have ever dealt with. Will NEVER use them again!

Since purchasing my fancy, new, flat screen HDTV a couple months ago, I needed to upgrade my cable service to include HD. After calling Cox, they agreed to update my service to include HD (first 6 months free) and they were going to send out my new HD box.
I received my HD box a couple days later via FedEx and it was easy enough to install and update my service myself. Only downside — the fact that Cox sent me TWO HD boxes! Say what?! Ok, it took me a few months to save up enough money to buy ONE new TV, you think I have enough money to buy two?! Anyway, I kept the other HD box in the shipping box, stuck it in the garage and forgot about it until I got a $ 7.99 charge on my next months cable bill. Ok, first 6 months were free they said, why is there a charge?! After calling Cox, they informed me that only ONE box would be free and they are charging me for box two. I said I didn’t need it… so they informed me to return it at the Cox Solutions store off El Toro and they wouldn’t charge me for it anymore.
Went in today at lunchtime to return said box since I work a couple blocks away. There was one person in front of me, so I had a bit of a wait. No problem since I got to look at all their phones they sell along with some fancy new techie stuff they had going on in the store. About 5 minutes later, they called my name. I told the employee what was going on and he took back the box no problem. Total, I was in and out of the store in 10 minutes. Quick and painless with no more monthly charges for me.
Why the 3 stars than? Despite the quick and painless return and friendly staff, I was annoyed that they sent me two boxes instead of just one I requested. I had to waste 20 minutes of my lunch just to return it (took 5 minutes to drive there and back to work). Overall, average experience!
Cheers!

The best Cox Solutions Store in Orange County. Located conveniently off the 5 freeway at El Toro & Arbor Way next to great lunch spots like Boneheads, Corner Bakery, and Daphne’s. Also Yogurtland and Peets! :)
Staff is friendly and helpful… much nicer than talking over the phone about my services.