Verizon

Apr 7th, 2024

This Russell Cellular location is the worst. The customer service is horrible. They are charging customers for helping them with their bills and help with their phones...CASH only. They have not had a working printer in weeks. They will flat out tell you they do not return calls, they do not make notes. A customer should not have to come back three times for a receipt. They should not be charging for helping a customer with a phone they purchased and CASH ONLY. We will not be returning and we will be sending everyone we know with Verizon to the Marketplace location.
Mar 26th, 2024

I am extremely disappointed with my recent experience at Russell Cellular, which I believed to be an authentic Verizon store. Upon entering, I was puzzled by the bare appearance, which did not resemble the Verizon stores I remembered. When I asked the associate if this was indeed a Verizon store, I was assured that it was. I haven't been in a Verizon store since before the pandemic, so I thought things just changed. I was there to help my mother upgrade her phone, which I thought would be a simple process. The associate assured us several times that our bill WOULD NOT CHANGE with the trade-in promo... but later, we checked online and saw that our bill had increased on each line and after talking to an actual Verizon employee, discovered our bill was completely changed! The Verizon employees also explained various things that the Russell Cellular associate failed to mention. My mother had to escalate the issue with Verizon management and argue to have our bill corrected. Additionally, we were told they didnt do military discount on accessories, which we typically getbut again, I thought maybe things changed. No, its because they arent Verizon. This entire ordeal has been frustrating, especially considering we have been with Verizon for over 20 years and have never encountered a problem like this before. We seriously considered leaving Verizon because of this. I acknowledge my oversight in not noticing the small sign posted on the door indicating it was Russell Cellular. However, this does not excuse the misleading, gigantic Verizon signage and practices of the store. I intend to file complaints with both Verizon Corporate and Russell Cellular, as well as with the Better Business Bureau. I hope that by sharing my experience, others will be spared the frustration we encountered due to Russell Cellular. It is clear that this store operates in a deceptive manner, prioritizing quick sales over honesty and integrity.
Mar 20th, 2024

Josh helped me check him out
Feb 18th, 2024

Do not go to this store if you're looking for new service or devices. Sales reps will group together charges "taxes, fees, & setup fees" to your total without disclosing their "Setup for Success" fee of $40 (for each line/device). They have two small displays explaining the Setup for Success, and the store expects you to take it upon yourself to be knowledgeable on the matter when setting up your account. You're given a total, told to make payment, and then your receipt displays all the itemized charges of your visit. They also take it upon themselves to include an accessory (charging block) and is part of the charges that are not disclosed before payment. I went back to the store for a refund of $155 in extra charges and turned away with calling an 800 number to resolve my issue. Unless you truly need the assistance in setting up a new device and transferring data, etc. You're better off ordering online or going to a corporate location. Not this third party vendor solely looking to maximize their commission.
Feb 15th, 2024