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February 2024 by Eric Foster
Paul the store manager is the worst excuse for a customer service representative I’ve experienced. He sold me a $65 screen protector that was defective from the manufacturer as he called it. I asked him to replace it with a different one prior to leaving the store and said he’d have to make a call prior to REPLACING it with one that wasn’t messed up. He argued and was combative when I said I wasn’t happy with his service. You don’t argue with a customer. Absolutely worst place in the United States. Embarrassing that he is the face of anything. Horrible is an understatement!
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February 2024 by Stormy Mcdowell
I usually refuse to post negative reviews. But the young lady we spoke to seemed to want my wife and I to just leave. I don't understand, cause the lady who scheduled my 3pm appointment was super helpful. Dont go here looking for help.Maybe better in other stores, but this one blows.
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December 2023 by Brandi Martin
Not that the store itself is all that bad, but Verizon Has been so horrible to me it’s actually Unbelievable what has happened and what I’m going through currently with Verizon.. Mainly customer support they don’t do anything they don’t care they go by what they have to say with policy and then they never actually handle the situation. It’s just fake and they are disrespectful towards me.. My account information has been compromised, My identity has basically been taken. I’ve overpaid Services that were never properly coming to my phone. I’ve been through three replacements in a For my device.. I have false promises left and right from Verizon.. Never get anything they promise. And after them doing all of this, I can’t even get my account closed so my stuff stop being compromised Without me, spending a ton of money and penalty fees.. I’ve talked Every department Agents, supervisors, managers And not a single thing Is done to resolve my issues.. One thing I have a problem with is I ordered a service home Internet online With a promotion And when I get to the store to pick it up the girl who help me out Didn’t activate the line I put online.. Instead, she created one and it wiped my promotion .. I just feel like Verizon has completely robbed me of so Many many many things To get the services and Care I have been getting I wouldn’t even spend a dollar And yet I’ve been spending $200 a month or more for Phone and tablet plan…. It’s never ending Been Talking with Support about this issue for months and I’m still stuck in the same situation.. I said, I just literally can’t even believe this can actually happen.. I don’t know what to do at this point .. Is there anybody higher up that I could talk to you besides a supervisor with customer support? because I desperately need the help… Thanks
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November 2023 by GENNIFER TANNEHILL
In store experience, no greeting, just a quick glance with no acknowledgement, I just sort of stood there staring at the side of her head, after 5 minutes with not knowing if I needed to check in, how long I would need to wait, or even a hello, I left the store. Whoever is “working” today gets this review rating.I’ll do my business online, since computers are more congenial and respectful. Sad when AI has a better personality for what is supposed to be a people friendly role and does your job better than you can/do/will.
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May 2023 by Hannah Gresham
The store itself is very clean, well organized and inviting. The employee I worked with, Cole, was super sweet and very helpful. He helped me get my watch set up on the Verizon network when I have tried and failed for a week. Will be back for any tech help!
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May 2023 by Matt Turner
Went and got my Mom a new phone for Mother's Day. Cole H. made it a great experience and did a very good job. Thanks, Cole!
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December 2022 by Jack Hoover
The manager seemed knowledgeable and nice. Unfortunately he was trying to train a new person on Black Friday.Understaffed; Long line; the newbee was untrained; extremely long wait times; two customers unhappy with service (not with her) had been in front of me.After trying to find out the cost of purchase of two specific phones I was considering to replace my old iPhone 8, I gave up and let the next person in the now long waiting line of people go to her.This was the 3rd time I went into the Russell Cellular (Verizon authorized dealer) store in Granbury. Poor service all 3 times. Don't plan on going back. Will go to a real Verizon stoire in Ft Worth in the future or to the Russell Cellular in Stephenville.
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December 2022 by Joe Cail
Paul was quick and efficient! I would recommend him in any of your dealings at this location. Very professional and should be promoted
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August 2022 by K Egan
When talking about alternatives, the associate ordered a new device without my permission. Then, she said there was nothing she could do to cancel until the device was received, which was not true. The order could have been immediately cancelled by calling customer service. This locked up my account for a week. When trying to call the store to resolve after the new device was received by the store, I ended up on a do loop trying with a centralized customer service number trying to get the store to cancel the order to unlock my account. I’m still working to resolve and am beyond frustrated.
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July 2022 by Ann Pierce
I have been to this store twice to upgrade phones and the staff is awful. Their tone is always condescending and speak to us like we are idiots. I have lost my cool both times. I understand upsale, but their attitude changes when you are not going to buy the most expensive phone. You could tell he was not happy I dismissed the sale suggestion of getting a tablet I was eligible for at 1/2 price. I was in there to resolve my daughter's phone issue. I will not return to this store. You need to teach better customer service skills.
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April 2022 by Ben Hughes
Paul serviced us with our new cell phones. He was excellent to work with and very patient. We will definitely be returning to Russell cellular for future phones!
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April 2022 by Steven Salazar
Paul was a phenomenal help to my wife and I! He made our experience as smooth as possible and was pleasant to do business with.
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April 2022 by jimmy McCormick
DJ was beyond helpful and stayed after hours to make sure my phone transferred successfully. Will return to store!
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January 2022 by Bruce McQueen
The Verizon representative at the store was extremely knowledgeable about the product. He was also very professional with his work. He made sure we were satisfied before we ever left the store.
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December 2021 by Sergeant I.
Had a device and service for less then 48 hours, returned the device I purchased with cash out-right because of such horrible service, and 2 months later with ZERO phone calls and ZERO emails they send me straight to collects for a RE-stocking fee? Next level scam artists, ATT is multitudes better in service and coverage, buyers beware!
