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February 2024 by Jeff Green
Not actually opening Sundays like the website says. Came by the building and it was locked. Number on door for authorized reseller "Russell Cellular" says to call if closed during scheduled open hours. Called number and it disconnects immediately. Fix your website profile for open hours and your number on your building.
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February 2024 by Jacob Buehler
Spend a little extra time and drive to the city for an actual Verizon store and not a 3rd party authorized retailer. Employee didn't disclose to me everything in a promotion, which cost me more money than it should have.He told me I had to have an Unlimited Plan to get the iPhone trade in promotion of $830 on a new iPhone 15, which I signed up for that day. What he didn't tell me was it had to be the most expensive Unlimited Plan, so I only received $100 credit instead of $830 since I had a cheaper plan. I found this out by calling Verizon who told me everything I needed to know in about 2 minutes. I have no issue paying for things if I am disclosed the whole situation ahead of time. The employee who sold me the phone no longer works there, nor does the old manager, and I was referred to their corporate office by the new store manager who couldn't do anything locally. They won't do anything because that employee didn't document his work on their end or what he quoted me. They claim he submitted paperwork for trade-in with a $100 credit instead of $830, but I was never provided with that documentation by the employee that day, nor has corporate sent it to me after the fact. Why is it my fault your employees couldn't do their job correctly? With a business model of having stores in small towns, they clearly don't care about customer service or trying to make things right when there is an issue. It would have been worth it to drive 20 minutes to Olathe to an actual Verizon store the first time and gotten the whole story on the promotion and not of had this issue.
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October 2023 by Rebecca Little
Buyer beware! My parents were charged $450 for a phone advertised for $350 on the Verizon website. By the time they walked out, they paid $600 in fees, screen protector, clear plastic case. The next day, my mom found her old phone and my dad immediately returned the over-priced one. They were told they couldnt return it, because they paid for it in full. What?!?! My parents have been customers a long time, and my mom is suffering chronic brain issues. They were taken advantage of here.I went to another Russell store to get this resolved, and it was. If you feel something isn't right, ask questions! But, go to a different location.
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August 2023 by Dave Chapman
0 stars - AVOID AT ALL COSTMy wife and I went in on Black Friday to add 2 lines with 2 free phones. Was informed by the manager that we can get 2 tablets, 2 sets of earbuds, and 2 smart watches (opted not to get the watches, thank goodness), all for free as well. Score! Our bill would only be about $70ish more but we had to pay $400 in "store fees" (which seemed excessive but hey, Were getting about $2500 in "free" stuff) but was assured that we would get a return on most of it in no more than 2 billing cycles. Later that day, I received an email basically telling me that she had changed my plan and that I would be getting charged for things that are included in my original plan (i.e., Disney bundle) *1st red flag*. Got it changed back, but I was still being charged for Disney. Called the manager, and she reassured us that everything would be worked out. Looked at the next months bill and it was insanely high *2nd red flag*. They were charging us for activation fees (not sure what the $400 in store was even for) and alot of things that were never disclosed to us. Called the manager again, "It's normal, everything will be fine." She just strung us along until the grace period ended, so we could not take the items back and stopped answering our calls and texts. Fast forward several months, 7 to be exact, of huge bills, hours and hours on the phone, and dozens of emails back and forth with Russel Cellular's corporate office; they admitted they were wrong and that we were being overcharged. But said that WE would have to take it up with Verizon... Unbelievable. After 2 MORE months of phone calls with Verizon, we're getting it worked out. It's too much work and way too expensive to use this store. It's definitely not worth ANYTHING that we have gained from Verizon.STAY AWAY!You've been warned.And any response Russell Cellular might make to (this) review is empty and meaningless. They just want to make it LOOK like they care to any prospective victims that they can scam out of several hundred dollars.They sure didn't care about us and our situation...
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August 2022 by J. Arnold
My Samsung gave up and I had to get a new phone. I wanted to support our local businesses. I paid a $35 set up fee and several days later I had to spend an hour on the phone with a Verizon tech to finish the set up. I went back in to Russell for several questions including my new phone not syncing with my car. I was told I would have to pay another $35 for him to help. My first sales person on Sunday was great other than not completing the set up. The second sales person had been rather condescending to me. Not impressed.
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July 2022 by Jimmy B.
This establishment is rarely open when supposed to be open. Never the same workers in it. My mom ordered a phone, paid for it then they were never there to get the phone. Do not use this store. My mom also said every time prior to going in with me to order new phone, they were very unprofessional.
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April 2022 by clarice doolin
Jamie was fantastic she was with us working for us over 6 hours until she could address the problem with Verizon and is. She will be the only one I deal with from now on she the best
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April 2022 by Airport Operations Specialist
The Tech (Jaime) that helped me was fantastic! I highly encourage you to visit this store.
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March 2022 by Cauy Urton
I had some issues with the Verizon app, and customer service, but Russel was happy to help me with everything. He was also very professional and comfortable at the same time. Even with a time crunch, due to me having to go to work, Russell got me in and out of the store as quickly as possible. Excellent service, thanks man.
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February 2022 by Steve Timm
I have been seeking a resolution to my problem for 8 months. I have sought help from online to instore. I finally reached out to the Paola store which,to my delight solved my problem. Thank you so much!!
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February 2022 by Barbara Hines
They went the extra mile to retrieve info frommy old phone & move it to my new phone. Many thanks for all your hard work!!
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December 2021 by Dan Jeffers
My wife & I are limited in terms of cell phone skills. The whole staff was helpful from the first time we came in to the completion of our purchase.Too be honest with you all we were told to never go to a franchise; always go to Corporate store. So we went to corporate store @ 119 street in Olathe or Lenexa. Asked a few questions & was told basically they now made around 60k on salary & he said order at home & walked off.We live south in country by Paola. Stopped in the franchise store in Paola. WHAT A DIFFERENCE! Manager Jamie introduced herself THEN PULLED UP our ACCOUNT & EXPLAINED new phones promos etc. Gosh seemed like she wanted to help us. We left and came back and bought 2 phones. Upgraded and then she made sure everything all apps transfered. What was really good was whole team all employees there 4 of them gave us input about different issues: truly an excellent team & well trained.Store is owned by a Mr Russell. I would suggest using these stores. PUNT the corporate stores.SORRY so long but things needed to be said & committed individuals recognized for KNOWLEDGE & EFFORTS.
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December 2021 by David L
Kevin was great to work with. Will definitely try and go back when he is working for any return visits/purchases.
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December 2021 by Laura Miller
Brandon took the time to talk me through all the options. He advised me as he would a family member. His focus was on getting me what I needed and what was best for me rather than forcing a sale.
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October 2021 by LeRoy Lamson
Quick caring responsive service. Thank you Jaimie!!
