Shaw Communications

Very rude and unhelpful at Shaw Uptown. The girl with the long blonde hair gave me possibly the worst customer service experience I have had in my entire life. I was trying to cancel my plan and it wasn’t working, her response was well I guess you’re gonna go into debt then. Will not be coming back there or signing up for Shaw/ Rogers again!

Very rude taller front lady with braids at Uptown. Went in to upgrade my phone with my baby in tow and she seemed in pain answering my basic questions. Couldn’t be more rude or obvious she didn’t want to help me. Answering yes. No. Giving me absolutely nothing else. Literally looking down on me. I was almost in tears leaving feeling like I was such a burden or something. It’s hard running errands with a baby and to be met with such coolness while I was asking a few simple pleasant questions was disheartening.

I’ve been a customer from last June 2022. I’m giving 3 star because the employee was so impatient and angry even with simple questions I was asking. It felt like she hated her job. They sent me with a modem which was not working. Finally I get hold with customer care service, they sent a technician and he found out the modem is dysfunctional. I had to call back customer service again and another tech came with new modem after few days. The technicians did amazing job though I had to wait for WiFi for almost a week.

My brother was a Shaw customer for at least 5 years. They never offered any good promotions for him. No customer loyalty! Now my brother cancelled his plan. Shaw charged him $500 for ending the contract earlier. Moreover, they won’t let him to drop off the modem at their store. My brother had to mail the modem to them. Honestly, horrible service and money grabber! Stay away from them as much as possible

Canceled my internet service do to my 2 year was up and the best shaw could do for me is doubling the cost for the internet from $28 to $55 that was to much for me to pay so I canceled it.

Thank you Shaw for your services and big shoutout to trey for exceptional customer service

Why does Shaw charge more PST than it is supposed to in BC?
It happened in our past constact for 2 years and they reimbursed at the end. Now with the new contract, it’s happening again. Tried Chatting with an agent, and were told they couldn’t do anything. Very frustrating.

Day 3 no internet: (. Was told have to wait 7 days total until a technician can come over for service call. I have been shaw customer for over 9 years.

Shaw needs more staff.

Young rude staff - not helpful. Not sure why there is a store there. Ive been there twice and they referred me to phoning customer service. Back to Telus I go.

This company still sets the standard for poor service. You set all your own gear up then when you need to return the old gear you have to box it all up and mail it back to them. All the while they charge you fees while they are waiting for the mail to deliver their own stuff back to them. Even if you try to drop their equipment to them they’ll tell you how convenient it is for you to package everything up and take it to the post office across the parking lot. They even have the audacity to smile while telling you this. Unbelievable.

Worst customer service of any service provider I have ever dealt with. Can't even get a response after 3 attempts to fix an incorrect bill. Was lied to twice by agents when my PBS channel disappeared one day. The first one said PBS was down, which it wasn't, and the second said, although some areas of Victoria get it, my area doesn't. Disgusting! 1 star is too much.
DO NOT use Shaw. Buy a Roku and stream your content. You actually get what you want, you don't have to deal with a company that doesn't care about their customers, and it ends up being cheaper in the long run.

Horrible experience in fact the kid i was dealing with made the situation 10x worse than it needed to be. They have no concept of customer service. Do not recommend dealing with shaw

You guys never answer the phone and it makes it a whole wasted trip when people drive out for an hour to have your doors locked. Why bother?

Broke my phone and had to get a new one, came to shaw uptown and was helped by angela, grayson and juan.they were all super helpful and patient! 10/10 would come again:)

I was violently denied entry into the store today.there was absolutely no reason for it. I was wearing 2 masks and met all covid compliance.the store was completely empty with the exception of 4 employees watching TV.i absolutely refuse to carry on my personal business on the sidewalk in front of the store.

Closed account due to move. Returned equipment, received final bill and paid it. Returned to country 6 months later and person that moved into my place said they had paper mail from Shaw. To my surprise it was a bill for $100 I checked my online billing 0, called telephone billing 0. So I called (and we all know how fun that is) they say it has gone to collection. Every bill I received was via email but I move and close my account and they send it to a address I have moved away from. So my credit got screwed because their system only sends final bill by paper and account will says zero online and by phone. How can this even be legal?

Shaw has posted our payments to the wrong accounts for months, and charged us interest on those amounts and amounts that are not even due. They even went to the extent of opening a new account for us to post a payment against which resulted in a credit balance of the amount of the payment. After 6 months of working with their accounting team to get it straight, the internet at our business was cut-off today because we have two months of invoices one for November and one for December (which we have not received yet) that have not been paid. I tried paying the outstanding amount with my personal Visa and was told that they couldn't email me a receipt (so that I can claim the money back from the company) and hung up on me after being on the phone for an hour with them trying to sort out what they have done. Our records show that we have paid every month all year long! CRTC here I come.

Shaw Communications is an excellent company and I really appreciate their free-of-charge Wi-Fi service that Shaw Go provides!

I have been at Shaw Uptown twice in the past couple months. The first time, on October 17th, there was no line up at all. The person who helped me, switch over to Shaw Mobile, Amanda, was very professional, efficient, knowledgeable and knew the answer to all of the questions that I had.

The second visit was November 21st. There was quite a line up - about an hour an a half wait to see a staff person inside, but the people who were managing the line up were informative and helpful and their estimated wait time was accurate.

The staff person who helped set up a second mobile line, Trena, was super friendly, helpful and had a great sense of humor.

There was staff person, Sean (Shawn?) who was managing the line up outside around 12: 30 - 1 PM ish - at the time where there were two women who kept trying to skip in front of other people in the line up. Sean was very patient and professional but firm with them and did not let them budge in front of others even though they would not let up and kept arguing with him for at least 15 minutes! Kudos to Sean!

Thanks to all of you!:)

Great experience, Marcello did an amazing job setting up my mobile phone. He made the transaction quite pleasant and quickly.

Thank you!

I've always liked Shaw, but in trying to set up Shaw mobile has been difficult. You call Shaw and they say they can't help you, you need to attend the Shaw office at Uptown.you go in there and they say i''ll look into that and get back to you tomorrow.well its been 5 days and no call.and you cant call them at the office.so another trip to their office during Covid.not professional in my opinion.

My partner and I went into Shaw to inquire about the new Shaw mobile.the sales associate who came to the door was quite pleasant, except when we went to the counter, Marcello, did not have the same demeanor period my partner has an older phone and I had inquired to see if his phone would work on the network or not. I was told that the older phone may work on a few of the bands and that we should test his phone out on the demo Sim card. Because I had said that the phone should work on three out of five bands the sale associate corrected me quite aggressively that it was one out of three bands. Fine, I was wrong but then he kept pushing to get us to sign up for the service but I had to remind him again that we were just wanting to test the demo Sim. Reluctantly, he told me that there is no demo Sim and that we would have to use his Sim card. And he kept reminding us that the service will work in the store, but once you leave the store it may not work. I'm fine with having wrong information, but he has said that he "didn't want to fight me on" the fact that another sales associate had told me wrong information.

Edit: staffing seems to have improved in recent visits, with more stations filled.

Really poor wait times, and lack of communication. Every time I've come here I've had to wait close to 30 minutes. As you can see in the photo, half the tills aren't even occupied - this is not a store design issue, it's an issue with management.

More staff need to be present so customers don't have to wait crazy times to buy something from you.

To make things worse, the attendant messed up my phone number transfer and I had to start it again by calling support. What a waste of time.

It's clean, nicely designed and the staff are friendly. But, that's not enough. I hope management can take these concerns seriously because they are felt by most people who visit. Every time I'm here people are talking about it in the lines. Do you realize how bad it makes Shaw look?

Both the listed number and the 250- one found elsewhere go to a call center. The call center told me the office has no number. Went in twice to sign up for Shaw Mobile. Both times their system was down. Wanted to check that it was up before going a third. Can't. Terrible service.

Met a sales associate who wasn't very professional in the sense they were very impatient with their clients. Also tried calling ahead of time but no response.

SHAW is the worst company I have ever done business with, they billed me for services that were blocked and not provided for months. They still owe me hundreds of dollars and trying to talk to them is impossible, as they protect themselves from talking with their customers with automated electronic phone systems that do nothing but run you in a circle. Doing business with SHAW will only ensure you are a victim of fraud at some point, and I would advise against it.

These guys have gone so far downhill in recent years, it's unbelievable. Prices have gone through the roof and customer service has all been shipped overseas, Shaw now has what I would consider the worst customer service of any company I've ever dealt with, hands down. Go with literally anyone else.

I received excellent service at this location. Trey was super helpful, friendly, and awesome! I was impressed by his professionalism and patience. He was tremendously helpful and I appreciated the thorough guidance and support. Thanks Trey!

Absolutely brutal, their online services are difficult to use and give conflicting messages (no account attached to this email, go to create account, sorry account already exists for this email.) Try to call and just keep getting forwarded to a rep that seems to be on lunch but doesn’t realize their mic is still on and taking calls they aren’t even aware of? Super unprofessional and just absolutely ridiculous, paying a bill should not be this hard

Showed up on a weekday over lunch. About 10 people in line but fully staffed. I left about 25 min later with a great plan and they ported my number. Good by Rogers - Hello Shaw Mobile!

Quick to bill ahead. Bankers hours. NO full time help. Getting a human is "virtually " impossible
Ultimately, disappointed. Grrr

Very rude staff, not helpful. Tried to return equipment on multiple occasions, simply told me they can’t accept it, then charged me $300 due to “unreturned equipment”. When I went in today to ask, they told me they couldn’t help me. Why is there only one store in Victoria? Likes always out the door.

Shaw Mobile would not provide me service after I've been an internet customer for 15 years because I didn't have a credit card for a credit check.

A credit card isn't required for a credit check, so I don't know why they keep saying that.

I upgraded my internet to Shaw Fibre so I could get the discount they were offering on Shaw Mobile. After they told me I couldn't get Shaw Mobile, they refused to give my my old internet plan back. Now I have to pay $20+ a month more for the same service, just because I wanted to be a Shaw Mobile customer.

I always believed Shaw was a great company and would recommend them to everyone, but after this treatment, I can no longer do that.

Shaw Cable was a positive experience. The lady who served us was knowledgeable and helpful. She explained how to use and where to get any technical support i may need in order to use the new equipment that we had purchased.

Poorest customer service and between 1 hour wait time and who knows how long the chat is going to be.last time over an hour. The remote I have keeps losing its settings and tired of re-learning it to the TV. To boot im told i have to pay for a new one? I just signed a 2 year contract and if I would have known how you help your customers I would have never signed up!

Always busy so expect a line up. They try hard to move things along. A better system for signups vs pick-ups would be good, a second location even better!

Staff are helpful enough, but there are not enough of them, leading to long waits. Service should be better for the high prices we pay.

This company is one whose service is one you should avoid if you can. Or at least take what I am about to put here into consideration should you be contemplating enlisting in their service. As you will need to be attentive with the details or you will be screwed over.
We are overpaying well beyond what we expected because of a convenient loophole of theirs regarding online promotions. It's a long frustrating story so I'll narrow it down as best as I can; we just moved to a new apartment and had to setup our own plan. Due to a previous tenant we had to physically attend a Shaw facility to be setup, not a huge deal. Wanted the promotion for $55 a month (300), with a couple months credit applied. We paid an activation fee and were on our way. However, our first true bill was in November and this is where the problems started. Instead of $55 we got a bill for $90. When we tried calling their support to inquire about our drastic difference in cost we never got ahold of any representative and were put on hold for approximately 5 hours between the days that we tried.
So we HAD to drive in to take care of the issue and were basically told in store that because we HAD to come in for something out of our control and set ourselves up in a store that we weren't eligible for the online exclusive promotion. Which was never ever specified in our original engagement with the associate. We asked why there was a $90 charge on the account at the time as it is plain on the paperwork and were told that after the 2 year term that's what our fee would be monthly if we didn't sign back on to another contract.
We asked what could be done about this as we were not getting what we signed for, as they clearly miscommunicated our agreement. We were informed that because we are no longer "new" customers the promotion cannot be honored as our greivance was expressed over the 10 day amending period. We disputed this as we had only just gotten our first bill after a couple months due to the credit and didn't feel that we needed to check as we trusted what we had been informed of.
We pressed for help but were told to come back to speak with the manager another day or directed to their unhelpful service line. We already wasted enough time on this and left it as it was as we'd already expended a lot of time and effort to visit them.
All I can recommend to those of you who are considering Shaw please read over the details, ask questions and get absolutely everything in writing or they will take advantage of you.
I am taking the time to write this only because me and my partner feel so betrayed by them we would like to help others avoid the same feeling as much as possible.

I used to work for Shaw. Very top-heavy company that is poorly managed and marginally better than their main competitors. If you want to be served by stressed out reps that are paid as poorly as they legally can be, Shaw is the company for you!

Went down to the Uptown Store to pay my bill 4 times in the past 3 weeks only to find line-ups almost outside the door every time. I was invited to use the stand-alone machine to do this but my "upgraded" system isn't compatible with that machine and so I have to wait in line. Why wait in line? To find out how much money I owe for the current billing period. Shaw ALWAYS tries to collect for a month in advance like its a landlord. It's not. And God forbid if Shaw went under, there would be millions of dollars lost by everyone who paid in advance. Their nightmare service and dubious billing practices should be enough to convince anyone to look elsewhere. Too bad. I have been with them for well over 20 years.

I used to be a big Shaw fan but since they downsized their support crew getting help when needed is almost impossible, the telephone tech support is almost useless. God help you if the internet goes down the earliest they may ordain to send someone around might be a week or so.

I have been a Shaw customer since 1967 and never had a problem until 2 years ago. However since that time it has been a nightmare. It started when I phoned to make a change to my current service so I could see some movies. The young man set me up on blue sky without explaining all the changes that would be made to my service. I had a service man installing a new PVR box which he said and he also said I box rental free provided I agreed to a two year lease. The next thing was the bills arrived and I couldn't understand them, but I was told everything was ok and they would be straightened out- then I got a phone call that my service was going to be cut off. I phoned and found out they had cancelled my pre-authorized payment plan without notifying me. I got it set up again, then I started having trouble with my TV freezing up, recordings disappearing, and others that just would not record. THEN, my PVR showed 94% full with 127 recordings, when there was only 12 recorded waiting to be played. I phoned and phoned and nobody could help me. I spent hours on the phone with no results until 2 weeks ago when I called to have them remove my cable. Now I am back on Gateway with half the channels they promised I would have. I am now looking for a new provider for my cable/internet and phone.