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December 2023 by Mike Hauer
Prices are a little bit high, but great and honest infp
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November 2023 by GINA CRUM
DO NOT waste your time with Grimes Russell Cellular:-NEVER called or messaged when any preordered product arrived at the store. Ordered 3 phones.-After 2 1/2 hours in the store this week found out the MANAGER sold our preordered iPhone just 3 days after being delivered to the store to a walk-in customer. NO apology was given. REFUSED to go to another store to get a new phone. Tried to sell an open box iPhone that was stuck on another persons account to us. NO solution was reached (Still don’t have the phone that was preordered). (When you preorder a phone it attaches a phones ID number to that order. So its not just an easy fix as selling a new one)-Any time speaking with the MANAGER it was met with pure attitude after he messed this all up.-Closes store early with no notice when you have an APPOINTMENT scheduled. Completely ghosted.There were two employees (Brady and Chase) who tried what they could. Even offering to drive to the other store to pick up the phone. The manager REFUSED to let them do so.
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October 2023 by Gina C.
DO NOT waste your time with Grimes Russell Cellular:-NEVER called or messaged when any preordered product arrived at the store. Ordered 3 phones.-After 2 1/2 hours in the store this week found out the MANAGER sold our preordered iPhone just 3 days after being delivered to the store to a walk-in customer. NO apology was given. REFUSED to go to another store to get a new phone. Tried to sell an open box iPhone that was stuck on another persons account to us. NO solution was reached (Still don't have the phone that was preordered). (When you preorder a phone it attaches a phones ID number to that order. So its not just an easy fix as selling a new one)-Any time speaking with the MANAGER it was met with pure attitude after he messed this all up.-Closes store early with no notice when you have an APPOINTMENT scheduled. Completely ghosted.There were two employees (Brady and Chase) who tried what they could. Even offering to drive to the other store to pick up the phone. The manager REFUSED to let them do so.
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January 2023 by Travis Gorsch
AVOID THIS LOCATION! I traded in my iPhone XR back in April 2022 as I was offered a $720 credit and the iPhone 13 was only $810 (difference of $90 / 36 months = $2.50/month). My bill went from ~$85/month to $108+/month when it should have been $87.50. It is now January 2023 and I am still being overcharged/charged in full for 36 device payments of $22.50 because they "can't find" my iPhone XR. I have called Russell Cellular no less than 15 times and they have had terrible customer service every time. The manager has gone so far to admit that they have had this problem with other customers. Insinuating that an employee was stealing these phones (either Brady I or Keith G helped me). On November 12th I was offered a reasonable solution of $200 credit and $147.50 adjustment off my bill. Unfortunately only a $100 credit was applied and now they are right back to charging me $109/month instead of the ~$85.00 it should have been. I called back and they "don't see that in the notes" yet they won't listen to the recording that they have for "quality assurance". At this point I've paid $180 in device payments (twice the amount after trade in) and they are still charging me the $22.50 device payment. Even Verizon (not the "authorized reseller"/third party) won't give a credit until they get more information from this store which isn't going to happen. Looks like I'm not the only customer experiencing this issue.
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December 2022 by Julie Boyles
This Verizon retailer is Awesome!! Three women running this Verizon! These ladies were not only knowledgeable, but kind, considerate, funny, and personable! Highly recommend this Verizon! No drama!! They could give lessons to other Verizon retailers!
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December 2022 by jake KASHUK
The employee left me outside in the cold at 6, when they clearly close at 7. They wouldn't come to the door to unlock it for whatever reason to even tell me why the door was locked, or give a reason why I couldn't come in to be served when they were still open for another hour. I have a business to run and this is super unprofessional.
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December 2022 by Mabel Hamling
Worst customer service experience I have ever had. Will spread the word to everyone to avoid this location.
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October 2022 by Hailey Miller
I would avoid this Verizon retailer location. I traded my iPhone in March 2022 and was informed I would receive a trade-in credit for upgrading to a new device. It's now 7 months later and I'm still fighting for a device credit - this is after they lost my device, couldn't locate it for a few months, and didn't initiate a trade-in with Verizon! I was told a Russell Cellular account manager would contact me in 3-5 business days, and I'm still waiting for that call back over a month later.
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July 2022 by Abigail Lantern
Terrible. I thought I went to a regular Verizon store but it's just a franchise one. They only had 3 phones to choose from. Guy wouldn't sell me the phone I wanted and couldn't give me a reason as to why I shouldn't buy it. I wanted a smaller phone but was pointed to one that was just a huge. I also wanted to change my number as well but was put on display infront of everyone and accused of changing my number because of a ex. I wanted to change my number as I've had this number since I was a teen 15 years ago. Not because of a past relationship. But it was embarrassing to have everyone stop what their doing to stare at me and listen.
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July 2022 by Marty Glynn
Swapped out phones with a $700 trade in allowance for the old phone. That was three months ago and the bill has never reflected that credit. I’ve been in three times, the latest time talking to the store manager and he told me he would call me back and take care of it. That was a week ago. Every time I stop in they act like they know exactly what I’m talking about, always promise to call me back and never do. Guess I’m in for a fourth visit. Might want to avoid this store, something fishy is going on.Update: The trade in was completed in Feb. I started to email correspond with them as they tried to use the excuse they have been trying to call (no record of missed calls or voice mails). They continually would not respond to emails hoping I would go away. I had to continually email them, they will only offer $110 after (5 months later) admitting I was offered a promotion that my account was not eligible for. Very poor service, I'd avoid Russel Cellular store.
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July 2022 by Michael Pallwitz
Legit worst customer service I have ever experienced. I had one guy tell me it would be $35 to put on, not replace, but apply my screen protector. I cannot believe that. They then said that no other store would ever put it on for free and I was lucky to have them even offer to put it on my phone. But I went 4 stores down and the US Cellular put it on for free and fast and were kind about it, long store short, Verizon bad, US Cellular good!
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June 2022 by Tisha Knight
Charles was SO informative, kind and considerate. Immensely appreciated his positive professionalism. He handled my issue with care and ease. The store was pretty busy and even by himself he respectfully was very attentive to all guests!
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May 2022 by Deb Grow
Sat for an hour waiting for a representative to help us. Told him our issues she couldn’t figure it out so he asked the other representative. Told us the change in our plan wouldn’t work. Now today I get an email from Verizon with a change in my plan. Sure don’t understand what is going on with my plan.
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March 2022 by Vance Munson
Heather was extremely helpful in helping me set up my new Samsung S22 and transferring data from my old phone to my new one. I am totally smart phone illiterate but Heather made it so easy. Thank You very much.
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February 2022 by Don Stockton
Landon was honest in solving my problem. He could have sold me a new phone as I was convinced that mine was defective. He solved my problem in a matter of minutes.
