Verizon

Reviews

• RG

  Robert Golden

  Feb 17, 2026
  1.0
  I had an extremely frustrating experience at Russel Cellular after what should have been a straightforward purchase. I went in to get help with an Apple Watch issue and was presented with two options: go through insurance, or upgrade phones and pay a small additional amount for a replacement watch. During that process we were also encouraged to purchase a new watch and iPad for my wife as part of a “great deal.” Because we had our young son with us, the staff started the phone data transfers and told us we could leave and finish pairing the watches ourselves. My devices paired and worked as expected. My wife’s watch did not. It was activation locked and asked for credentials tied to an account we’ve never heard of. Since we live 30 minutes away, I returned the next day expecting support. Instead, the assistant manager told me there was nothing they could do and refused a return because of the lock — without attempting to investigate further. After leaving, I contacted Verizon customer service and Apple directly. Both confirmed that activation locks like this typically indicate the device has been previously linked to another account. I went back to the store and was told again that we must have done something wrong and that they had never seen this before. The assistant manager still did not attempt to resolve the situation, although another employee did try to assist by reconnecting with Apple support. The following day, we visited a Verizon corporate store and then Apple. Both confirmed the same explanation, with Apple verifying that the serial number matched the packaging. When we returned to Russel Cellular within the return window, a different employee (Rich) contacted corporate, immediately recognized the issue, and exchanged the watch while waiving fees. He ensured it paired correctly before we left — exactly the level of service that should have been provided from the beginning. I do not believe the store intentionally sold a used device; it appears to have been a strange issue outside their control. However, the handling of the problem — dismissing concerns, refusing assistance, and failing to investigate — cost us an entire weekend and multiple long trips. Customer support should not depend on which employee happens to be working that day. I appreciate Rich stepping in to resolve the situation, but the overall experience left me disappointed and hesitant to return.
• AA

  Ann A

  Feb 2, 2026
  2.0
  We went to this Verizon store on Highline to get 3 new phones. Although the original sales experience was good and as expected, the post sale service has been pathetic. 1) 1 phone was ready that day, with the other 2 phones we were informed of delivery in 3-5 days. The following day I learned 1 of the 2 was backordered. 2) 10 days later we stopped into the store to check on status of the phones and was informed although only 1 was backordered, neither would ship until backorder could be filled. Both salesmen were defensive with me and said that is just the way it is with their system. Was told they would call when they came in. 3) After receiving an email the phones were delivered (no call) we went to pick up the phones. With one phone, the salesman applied a $40 screen protector. We watched as he was putting the protector on, saw the pressure he applied. The next day we noticed the protector was cracked. When we went back in, the sales person pulled back the screen protector to validate it was cracked and tried smoothing it back on (which left a bubble). Took no ownership and said we needed to submit a claim with the company of the screen protector. Having the phone only 1 day I had not even had a chance to register it. 3) we are still waiting for a follow up phone call on the requirements of our old phone. We just have not been pleased with the post sale service at all.
• SH

  Stefanie Hughes

  Jan 21, 2026
  1.0
  Placed an online order for a new phone, got out to my car realized the box was beat up and had been taped. Went back in immediately and was told I had to do it through Verizon. They knew exactly what they were doing as the pickup took weirdly long compared to my past Verizon pickups. And as soon as I walked back in a guy came out of the back to tell me I couldn’t return it so they must have had the conversation in the back as they were taping up the used phone. Go to the real Verizon stores not the third party.
• SS

  Sav Spam

  Jan 5, 2026
  1.0
  I went here a couple days ago to get a new phone and just had a weird series of events. First the employee we had was completely normal, we came back to pick up my phone and I went in alone. The employee was helping a different lady and he was extremely rude to her, basically calling her stupid and telling her that he knew way more and she just had to listen to him. At the end of their conversation he even said “we just need to hurry this up I have another customer to help.” Then to me, He was extremely talkative which I thought nothing of other than I thought it was rude that he was so mean to the other girl and nice to me, and then he gave me his card and wrote down his personal phone number on it. I just thought he was trying to make sure he gets all of the commission so again I thought nothing of it. Later he texted me off of his phone number telling me I left my things there so I went back in to grab my stuff. He was busy again but stopped that interaction to give me my things. A day Later when I got home I saw that he had added me on Snapchat. I ignored it and the day after he tried to add me again. Along with this I think he may have gone through my phone because my boyfriend say that I was active on Snapchat when I wasn’t even with my phone because I had left the phone there while waiting for my phone to upload my things. While this part is just speculation, its very weird that would’ve happened. I think all of this is very unprofessional including him being nice to me and extremely rude to his other customers.
• SH

  Susan Hookie

  Jan 3, 2026
  5.0
  Both workers that assisted us were very knowledgeable and efficient!

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