Verizon

Most Recent Comments

• June 2024 by Darrian Hudson
  I went in to trade in my phone for an upgrade, and picked a phone, paid all the fees, and was told I could come back once the phone was finished updating in 30-40 minutes. When I returned to the store I picked up the brand new, out of the box phone for the first time and it had a scratch underneath the front camera on the screen. When I pointed it out to the sales associate, she asked her coworkers what could be done and called her (manager? It was unclear). They told her I had two options: first, I could exchange this brand new phone for *an additional fee* or I could file it under an insurance claim which may or may not be accepted due to the phone literally just being purchased 45 minutes prior. Either way, they made it clear that it would be my problem to deal with and my money to spend on an issue caused by the sales associate how as the only person who touched the phone before I did. She confirmed on the phone with her manager that there had been no scratches on the phone when she took it out of the box. Trash service. Trash experience. I’ll live with the scratch but I think it’s crappy that they didn’t even attempt to apologize or fix the issue themselves. I did contact Verizon customer service and because the phone was purchased in store they couldn’t help me with the issue. But at least she tried, which was more than the store employees were willing to do.
• May 2024 by Tina Byrd
  You can call them for 2-3 straight and no one answers! Also, their mailbox is full.
  Super bad customer service!!
• April 2024 by Brooke Borg
  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.
• April 2024 by Lou D.
  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 didn’t do military discount on accessories, which we typically get…but again, I thought maybe things changed. No, it’s because they aren’t 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.
• March 2024 by Antonio Tripodi
  Josh helped me check him out
• March 2024 by Ileana Sanchez
  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.
• January 2024 by Steven Sylva
  Awesome worker she was very helpful when I needed help I will always go there for help very good customer service. ?
• December 2023 by Kimber Beck
  Went here for a hotspot RV We did not realize this was a third party and were charged third party fees and also we're not given an option for a hotspot or just told that's the only one we have and that was it but we needed it so we needed it anyway. Just check all that stuff before you do it.
• December 2023 by David Davis
  Cheated my 89 year old father and charged him $42 to turn the ringer button on. Unethical for sure!
• November 2023 by Judy Sims
  We recently came here on a Saturday to get help transferring data over to a new phone. Julietta was the only employee working that day. Customers were coming and going the entire time we were there. Very busy day. This young was able to multi-task, helping every single customer and providing excellent service. We were amazed at her professionalism and knowledge. Thank you Julietta. You deserve a raise.
• September 2023 by Remus Sulea
  Don’t go they’re lying to you’re face making me to change my plan and told me if I don’t like it they can change it back ,now back to the store and tell me that they can’t change it back I will report them to the corporate office
• September 2023 by Kathy Balderrama
  Rude, rude, rude!! No help at all!! Very unprofessional! Please do not bother with going to this Verizon. The one on loop 340 is way better.
• August 2023 by Chad Martichuski
  Wow! Customer service is non existent
• July 2023 by DeVon Moore
  Walked in to get a device activated. The Verizon associate proceeded to ignore us for 45 (like, completely pretended we didn't exist). Finally told us just to call customer service, which was closed. She said she didn't want to open another ticket.
• July 2023 by Amanda Howard
  Not knowledgeable.. got the run around . Desiree didn't know how to pay on a discounted account, called me back to do refund . Now I have to wait 3 to 5 days to receive the refund . This is after I tried to pay cash 3 days prior and was told they didn't accept cash. Today I was asked cash or card.