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September 2023 by Zachery Hutt
Still the number one store in the US.!
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December 2022 by Google user
********CUSTOMER BEWARE********** I will never return to this store and I would advise all to avoid at all cost after a long conversation with a VERIZON REP via 611. This store is a third party retailer that Verizon states is known to engage in deceptive business practice. Verizon directly advised me to do everything via internet or phone unless the business is a VERIZON CORPORATE store. “Mo” was incredibly rude, challenging, and unwilling to help me in any way today at the Libby location. At one point she told another employee who genuinely tried to help explain the situation to me to “stay out of it”. She then used law enforcement as an active threat to force me to leave and stop questioning my inaccurate bill. Admittedly my voice was slightly raised in frustration at having to have my bill corrected several months in a row because things had been added without authorization. She then refused to give me Russell Cellulars corporate information or anything other than her name was “Maureen”. Previous reviews are accurate. As you can tell from the owner responses here they support their Russell Cellular Representatives and their deplorable behavior towards both their customers and their own coworkers as I witnessed today. So I’m already prepared for the “I’m sorry you feel that way response”.
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December 2022 by JD Holl
********CUSTOMER BEWARE**********I will never return to this store and I would advise all to avoid at all cost after a long conversation with a VERIZON REP via 611. This store is a third party retailer that Verizon states is known to engage in deceptive business practice. Verizon directly advised me to do everything via internet or phone unless the business is a VERIZON CORPORATE store.“Mo” was incredibly rude, challenging, and unwilling to help me in any way today at the Libby location. At one point she told another employee who genuinely tried to help explain the situation to me to “stay out of it”. She then used law enforcement as an active threat to force me to leave and stop questioning my inaccurate bill. Admittedly my voice was slightly raised in frustration at having to have my bill corrected several months in a row because things had been added without authorization. She then refused to give me Russell Cellulars corporate information or anything other than her name was “Maureen”. Previous reviews are accurate.As you can tell from the owner responses here they support their Russell Cellular Representatives and their deplorable behavior towards both their customers and their own coworkers as I witnessed today. So I’m already prepared for the “I’m sorry you feel that way response”.
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October 2022 by Candace Applebee
Rick is great He helped me out with my phone and he has great customer service!
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May 2022 by Linda Day
Some of them in the store are very knowledgeable, I'll give them that. However, when it comes to Verizon promos, and activations, they have deceptive business practices. They have a mandatory "Set Up For Success" fee that is conveniently priced at $35, the exact same price that Verizon charges you to activate or upgrade a phone. The fee is on there, but not explained, and when we asked when paying "couldn't the activation fee be put on our Verizon bill?", we were simply told no, not that what we were actually paying for then was for them to set our phone up. That is the issue. They knew what we thought we were paying, but they muddy the waters letting you think you're paying the Verizon fee. I have no problem paying for setup if they told me if you purchase a phone from them it is a mandatory fee and you cannot set the phone up yourself to avoid paying that fee; in addition it seems they charge an extra $10 per phone over the advertised retail, again, not telling you that it is costing you more. Wait, it gets better. Then they add $17 per line, without telling you, without your authorization, for phone insurance, so you are now paying $62 more per line or a whopping $310 more for five phones than buying at Verizon online, or at a Verizon store. A Verizon Corporate store, not a Verizon "authorized retailer" like they are. For people that prefer to have their phones setup in store, and want that service, knowing they are paying them a $35 fee to provide that service, I think it's wonderful. For people that go to the Verizon store in town, led to believe they are being charged the same fees and retail prices as a Verizon Corporate store, you are not, and they are not upfront about it. You want to shop local, but it is practices such as this that force you to shop online or out of town.
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May 2022 by Linda Buhl Day
What they don't tell you is the "gotcha" here at Russell Cellular in Libby. Yes, they are a Verizon dealer, but a privately owned Verizon "authorized retailer." What that means for you, the customer, is an enormous first bill where you're virtually double billed. $35 upgrade or activation fee from Verizon is normal, so at Russell Cellular, they have their "Set Up For Success" fee conveniently set at exactly, $35. You, the customer, are led to believe that's the normal Verizon fee, and you don't question it, because you know that is the normal upgrade or activation fee. When you say, oh, I have to pay the activation fee upfront, it doesn't go on my bill?, they simply say no, not telling you that isn't the activation fee you're paying in store...they don't want you to know. Bottom line people. If you order from Verizon online, you will be charged $35 usually to upgrade, new lines sometimes get the activation fee waived. Other than that, they ship the phone to you at the price advertised. Go to Russell Cellular, they add $10 to the phone price compared to online, (if it's $800 online, they charge $810) plus they charge you their mandatory "Set Up For Success" fee of $35 in store to set up your phone, you don't have the option to do it yourself which is basically sitting the phones side by side to transfer. If this was transparent and disclosed upfront, that would be fine, but it is purposefully muddied by this company. 5 phones lines, x $35, plus an extra $10 per phone and you are looking at $225 more paid at purchase in town, than if purchased online. Too late for me, but hopefully I save someone some money. It's stunts like this that keeps people from shopping locally.
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March 2022 by Hank Maxim
Everyone at the Libby Verizon office, has been immensely helpful to me. I have too much Smart technology, and although I am fairly bright, I am too old to get on board with what is needed in this day and age. That’s why I’m glad to get the help I need from my Verizon store
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March 2022 by Randy Lindsey
Nate and Maurine are both awesome. We have had great service every time we have needed help. Thanks for the great customer service!!!
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February 2022 by Heather Brown
Nate was very helpful with getting my husband's and I's new phones set up! Answered all my questions, was very professional. A wonderful experience.
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January 2022 by Mary Ann Duncan
Nathaniel was very helpful and has good people skills. Good luck in your bright future. ?
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January 2022 by Damon Folk
It was very fast and very sufficient . Sam took the needed time and effort to explain a lot of unknown details to us. He spent extra effort that was great. Sam is an amazing employee that deserves a huge pay raise and advancement in management. My family and I would be so happy to shop there again as long as he is our server,
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December 2021 by Randy Holm
Visit today at the Libby store was a great experience! Friendly and knowledgeable staff, got me set up with my new phone without issues!
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December 2021 by Jeana Wood
Maureen is the best!! She is my go to person for all phone related concerns. Very knowledgeable and very friendly! ❤️
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October 2021 by Diana Wilson
Needed to get one of our phones changed over to one that we actually have had for a couple of years. When we originally bought the new phones, hubby could not really use it properly and thought it was too difficult to learn. Well, after using most of the functions on the newer phone for a few months, he finally decided that he could use the phone part as well. Donald, at the Libby store changed the phones so now hubby has a smart phone where he can use all of the functions! (Finally.)
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October 2021 by Jevat Meha
Donald, was awesome, super nice and professional. I had many questions and Donald answered all of them perfectltty and kindly with complete details and patience. Thanks Donald, you are a perfect example how customers should be treated. You made my day, yesterday and today, I wish you the best in your life, keep up your great attitude it will serve you well. May God bless you, Donald.
