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November 2024 by Brittany Engler
DO NOT GO TO THIS VERIZON STORE!! My mom visited the Russell’s Verizon store in New Albany on 10/21 and dealt with the manager there named Lyra. She went in to have her data transferred from her android to a new iPhone I added to my plan. The manager signed her up for internet, an iPad and changed every plan on my account without my authorization adding over $300 to my next bill. When I went back on 10/26 to ask her how she did that without my authorization she threatened to call the cops on my mom and I and did not help us fix my account. She also seemed to be under the influence of drugs. I have spent hours on the phone with customer support trying to get my account back to how it was before Lyra made all the unauthorized changes.
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November 2024 by Nathan Alexander
I did not end up staying with Verizon, however the staff were extremely helpful and I would return under different circumstances. Huge thanks to Lyra and Aleks.
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October 2024 by mikhail Livshin
Horrible experience! Do not trust the manager of this store with any promotions. She does not know what she is doing. When I received a huge bill from Verizon she claimed that I misunderstood her quote.After I contacted Verizon's headoffice they confirmed mistakes made by the store. I suggest staying away from this Verizon Office.
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October 2024 by Thomas George
My daughter and I switched from Ting to Verizon with Lyra and she was able to help us with everything we needed!
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October 2024 by Sydney Robinson
A lady named Sydney helped me today she was very efficient and helpful!!:)
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October 2024 by C R
I cannot stress this is enough, DO NOT GO TO THIS STORE or any Russell Cellular for that matter. I have spent so many hours over the phone and in a corporate store, trying to fix all the problems the manager Lyra created on our account. She added things we didn't ask for, with lots of extra charges. They charge you $40 a line and call it "Set up for success", that's on top of the $35 Verizon charge that's expected and of course they don't mention anything about their charge. She had me sign on a pad so I didn't even see the bill until after the fact. We were told so many wrong things. Our account is so messed up and we're the ones left paying for her mistakes. Although if I had to guess I'd say she knew exactly what she was doing, screwing the customer for her own gain. She even mentioned that on Sundays she doesn't have anyone else work because it's the busiest day so she gets all the commission. I'd imagine if she could admit that to my face she knows exactly what she's doing! Save yourself time and money, avoid this store at all costs!
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September 2024 by butlersj09
After frustration at the Johnstown location not being open during their posted hours today, and then more frustration with the Verizon customer service rep on the phone who kept trying to push me to a virtual assistant, the woman at this location had phenomenal patience AND was able to help us solve our problem! THANK YOU!
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April 2024 by Abel Gonzalez
If I could rate the good service I received with more than 5 stars, I would. Teisha did everything she could and more to help me solve a connection issue. Teisha, thank you for your pleasant personality and quality of service.
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March 2024 by Joan Adkins
Elizabeth was so very helpful to me and she calmed me down from the stress that devices cause me. I wish I would’ve gone to this location from the beginning. She will do right by you! Stay strong Elizabeth!
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February 2024 by Gabi
DO NOT COME HERE!!!!! GO SOMEWHERE ELSE!! LITERALLY ANYWHERE ELSE!!!! This store is NOT affiliated with corporate Verizon so if you have an issue you will be dealing with the people who caused it, and absolutely no other way to figure it out. If you value your time, GO SOMEWHERE ELSE!! You will spend a minimum of 3 hours here.Unfortunately, there is no way to keep this story short, as it took me 3 days to do the simple task of upgrading my phone and switching to a new plan. The store manager made my life and experience so terrible that I’ve decided the next time I upgrade, I’m switching carriers. For starters, the store store manager told me she was going to give me a temporary number for 2 days and after 48 hours my previous number will be back. Now why would she do that when all she needs to do was transfer my old number over? Because she didn’t want to stay later at the store. Or any later than she already made us. This temporary number was actually someone’s WORKING number. I got calls and texts for two days. One was even about picking up a prescription (seems like a privacy incident to me, but I digress). I got phone calls and texts for this temporary number but NONE of them were from people I knew. I literally just had a new phone and new, useless number.For two days I had two phones and two numbers for no reason. After 24 hours, I went back to the store and was told there was nothing I could do for another day. I went to another Verizon where I was told they can’t help me because I didn’t go to a corporate Verizon. I went to Apple to trade my phone in but couldn’t because I wasn’t an account manager (which I couldn’t become until after 48 hours). I called Verizon customer service on the first day, they couldn’t help me. Go back to Verizon after 48 hours, THEY STILL CANT HELP ME. She tells me I am just going to have to accept the new number. I call Verizon. They can’t help me. I call Verizon the 72 hours later and am on the phone with them for 3 hours until the issue is finally resolved and I have my old number back.NEXT, I deal with a brand new iPhone 15 that DOESN’T work! I go BACK to the store to show them my BRAND NEW IPHONE 15 doesn’t work. And they tell me there’s nothing they can do and once it starts working to come back. How does that even make sense? Luckily, my phone did start working after about another 24 hours; however, I’m still having issues with it. So that’s great. The easiest choice would have been to give me a new phone that worked when I asked.If you’ve made it this far, I hope this review has persuaded you to drive to literally ANY OTHER Verizon store. Because this place is absolutely not it.
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February 2024 by Shari D
Attempted to use a cheaper carrier and screwed up my phone i n the process. I went into this store and Elizabeth helped me get everything cleared up. She was very patient and kind.
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November 2023 by Katie Pecko
If i could give 10 stars- i would. Jesi is the most experienced, helpful & professional employee I've ever met! I am so glad that I decided to try out this Verizon location. There were some issues transferring my calendar from my old phone to my new phone. Jesi took the time to figure it all out for me. I am a VERY happy customer. I couldn't thank him enough!!
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November 2023 by Nick Contraguerro
Sold me a case for 45 dollars that’s now changing colors it’s a clear one and within a month the case is turning a purple color
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November 2023 by Dylan
I had a great experience, and my rep Anthony was very helpful
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October 2023 by Diego Robledo-Garcia
If I could rate this place less than one star I would. Our experience with them was absolutely horrible. I typically don’t post or share reviews but I feel like I need to share my experience so that other customers don’t have to go through what I did. A few days after preordering our new phones, my wife got a call that her phone was ready to be picked up and activated. She went into the store and was there for nearly three hours while they tried to set up her new phone. I then got a call asking me to immediately go to the store because they weren’t able to upgrade her phone until my came in, which wasn’t scheduled to arrive for another few days. The reason they asked me to come in was so that I could get a different phone so that hers could be upgraded. This meant having to not only leave in the middle of a work day, but wake up my daughter who was napping so that I could get there “immediately.” When I arrived, we were told that they actually couldn’t give us either of the phones. We voiced our discontent with the employees there due to their total ineptitude. My wife was not given any transparency into what was going on during the three hours that they were trying to activate her new phone nor could they explain what we needed to do to be able to walk out of the store with our new phones. Upon expressing this, one of the employees walked stormed into the back and slamming the door, causing the walls to shake and scaring my daughter and my wife. Giving up, we walked out of the store without any idea when or if we’ll get our new phones not any idea what happened to all the money that we paid while there. If both phones for both people need to arrive at the same time so that they can be activated, this is something that should be communicated from the beginning. If a store tells a customer that a product is available for them to pick up, that transaction should take minutes, not hours.
