I was also lied to about the promotion... I bought my phone on 12/31/20. My husband also upgraded that day! I hope the store made enough money on it to stay open! Because they have lost customers forever! No customers, no money! I really hope Russell Cellular doesn't try this again! I'm sure the BBB is blowing up there phone from all the complaints coming in from this scam! Beware before you buy from this business! read more

Very poor customer service. This was my second time visiting this location; I spent 20+ minutes waiting to receive no assistance. The older woman didn't acknowledge me until it was my turn, but she DID greet the two customers after me with a friendly "Welcome to Verizon!" I'm a new customer, so I need ID, right? I presented three forms of ID, plus my credit card and proof of temporary address. That wasn't enough for her to help. She shooed me away and told me to call 800. Corporate helped me, no problem. Don't bother with this location. Cleveland #1? More like Cleveland, Last Resort. read more

2308 Treasury Dr. Cleveland TN They are dishonest to say it nicely. I have a family member who needed a new phone. She was only going to get a cheaper smartphone instead of going with the new iphone 12 because it is so expensive. We were short on money because of covid so she settled on a samsung. The salesman at Russell cellular told her they had a special promotion, a significant discount/rebate on new iphone 12. She thought it sounded good so she took it. 4 months later, they told her there was never such a promotion and there was nothing they could do about it. She never got the rebate and NOBODY in the store was honest enough about it to make things right. I have not been in that store and if I do go there, they won't want ME back. read more

Please do not do business at this location. My husband and I went to the store around 5:30 one evening to take advantage of a promotion being offered by Verizon to get a deal on new phones. We thought it would be quicker than dealing with crowds at the regular Verizon location. We spent 3 hours in the store dealing with a friendly but very inexperienced associate who admitted he had only been on the floor a week and that there was supposed to be someone there helping him but there was not. It took until closing time but finally he had me sign on the screen without showing me any paperwork first and printed out the sale information saying we would be notified when they came in since they were not in stock. I asked him how we go about changing our phone plan since I knew the promotion required certain plans but he said we could call Verizon after we get them and change it that way. A few days later, when we went to pick up the phones, we were told to call the Verizon customer service number to set them up since Russell Cellular does not typically set up phones that are ordered to be picked up in store. We went out in the parking lot and called Verizon to set up our phones. I spent about an hour and a half on the phone, changing our plans which the customer service rep who said this should actually have been done when purchasing the phones. I also asked the rep about two $25 Setup for Success charges that I had noticed on the receipt for taxes paid to Russell Cellular on the phones. She said they were a Russell cellular charge so I would have to ask them about the charges. Once the phones were set up, I went back into the Russell Cellular store and asked about why we were paying for Setup for Success when they did not set our phones up. The associate said I would have to come back when a manager is there to see about a refund. So, I went back in the store the next day and spoke with a manager. She said she wasn't sure how to refund the charges and she called a Verizon customer service number. They told her they were going to credit the amount to the invoice and the manager said we would see a credit on our Verizon bill. I waited a few months and never got a credit so I called the Russell Cellular Corporate office. After a month of waiting on them to research the issue, I called the corporate office a second time. This person said they would get with the district manager and that person would get with me to fix the problem. The store manager ended up calling me and said the refund had been approved and I would just have to come in to swipe my card. I planned to stop by later that day but before I got a chance, she called back and said their system shows we already received a cash refund and they would not be able to do anything. After insisting I did not receive any cash and that they told me it would be a credit on the Verizon bill, she said she would get with district manager again and review camera footage and get back with me. A week later, I called back again and she said they did not show their drawer to be over or under for the day they show the refund was given so there's nothing they can do about it. She also said the $25 Setup for Success charges are standard on every phone purchase from Russell Cellular. Unless every phone is set up by them, this seems to be a fraudulent practice to automatically add this to every single phone purchase. We paid $50 for services that were never received and we were not given the option to refuse them to begin with and were not able to receive refund for them due to their faulty system and inexperience of associates. I have purchased phones from the actual Verizon locations and Best Buy and have never had issues like those experienced here. Please go elsewhere! read more

Traded my phone in as an early upgrade back in March. They never turned my phone into Verizon. The whole amount of the phone got put on my Verizon bill. They had no idea where the phone went. Actually after an investigation and pulling cameras they still have no idea where it's at. The district manager just TODAY got it approved for them to pay for the phone and it was credited to my account 3 months later. Would not recommend using these store save the heartache and got to an actual Verizon store. read more

You would be better off to go directly to the Verizon store. Russell Cellular is going to charge you a service fee and so does Verizon! They don't tell you that. They lured me in with a misrepresented Black Friday deal and then did not honor the deal. I gave them my old phone and they lost it, misplaced it, who knows. Then, I had to make phone call after phone call to get this corrected. I have been on the phone for the past four months to try and get them to honor the deal...but no deal!! They can't even remember their own Black Friday sales. Then, they dragged it out until it was too late to return the devices. I trusted them to correct the problem but all they did was lead me on and lie to me!! You just can't trust people anymore. Integrity must be a thing from the past! read more

I went into Russell Cellular at 2308 Treasury Drive STE A Cleveland Tn 37323 on Nov 4th 2020 to possibly get a new phone. I was just going to get a cheaper version phone. However, while I was there I was told that if I traded in my iphone 6 for a iphone 12 I would get a $400 credit for the phone. I figured why not and said ok. I went through the process and once I got in my car I noticed my iphone trade was not on the contract so I went back in and the salesperson apologized and reprinted my contract. At this time it stated I was getting $12 for my iphone. When I questioned this I was told that it would show up as a $400 credit on my bill. Well, I got my next bill and it was not on there so I went back into the store and was told it takes up to 3 billing cycles to show up. I waited for my 4th billing cycle and still did not receive my credit. I went back into the store and was told they would email someone to find out why. I went back in several times and was constantly told they had not heard anything yet. Finally, I was told that the "deal" I was sold was only for new lines of credit. At this point I stated well I was lied to so what are you going to do about it. Once again I was told well let me email someone else. This went on for several more weeks(during this time I was also told by multiple people "oh I will call you later today" and no one ever called back). Well, I went back in on 04/05/2021 and was basically told we are not going to do anything about it. In the end I basically gave them my phone and paid for a new one. If that were the case I would have simply kept my phone for my grandson. I have been a Verizon customer for a long time and this incident is making me look elsewhere for service. I have also contacted the BBB. read more