Stopped in to replace my daughter's iphone because she shattered it. Codey sold us two iphone XRs on a "buy one, get one free" special, so we replaced my wife's also. Only problem is, Codey was misinformed and that deal only applied to new lines. So now Verizon wants to charge me $710 for the second phone, and is increasing my bill by $90 per month. It is obvious that training in this store is SORELY lacking. Still trying to get this mess fixed and I live 4 states away. It has been a nightmare. read more

The Tech Bradley solved my problem even though it was a apparently a Verizon signal issue at my house, nothing to do with the phones that I had purchased from Russell Cellular some time ago. Thank you for the superior service. read more

It's a bit of a story but Amanda Hall from the Pawpaw Russell store spent 2 hours helping me figure things out. In early August I went to the West main Verizon in Kalamazoo MI and signed up for the mini jetpack thinking I would get at least 30 GBs of high-speed internet. Well, 18 days later I learned it only did 15 GBs of high speed. So I spent over an hr with Customer service on the phone and was sent a tablet that I could use the hotspot for at least 30 GBs of high-speed data. I was also told that I had another 14 days in case I need to cancel or return it. I got the tablet in the mail and called CS to activate, spending at least another hour of my time. That same day I learned that was wrong information, it is only 15 GBs high speed. So I called the next day and complained and then was told that the 14 days didn't apply to the tablet and I couldn't cancel. They ended up canceling everything and I got the tablet for free. ANOTHER HOUR OR MORE. So I was done with Verizon. Went to ATT and got their wireless internet, it didn't work in my area so I had to return that. So it was a Wednesday, I can't remember the date but sometime in August, I went to Russell's in Pawpaw MI with having already reviewed the website and determining what I needed WITHOUT any help from Verizon since I kept getting wrong info. The wonderful Amanda Hall was there to assist me! I explained it all to her and she spent quite some time calling whatever customer service she had to call. She spent 2 hours with me re-activating my account and setting up the phone and tablet I brought. She even checked that everything I had picked out would be what it said it would be. Mainly the hotspot amounts on the phone and tablet. I think she may have learned a bit too. Somewhere through all this, I think I heard her tell the CS that she only had been there 3 months! YET she was able to assist me better than an actual Verizon store employee. Instead of wrong info, she called whoever to make sure she gave the right answers. Which is way better than being told wrong. read more

stay away, terrible service, dont stand behind their work, your time is not valuable to them. go to russell cellular on the internet, no customer service phone number for their headquarters, they dont want to be called with the complaints. just spend the extra time or gas and go to a authorized verizon dealer, you'll save money in the end. went from iphone to android they didnt set up the phone correctly missed a weeks worth of text messages that kepp going to my old iphone. returned phone and was charged $35 restocking fee because they didnt set it up correctly and i wasn't going back for a third time to have them try to fix it. to them money is more important than good customer service and doing things right for the customer. stay away from all russell cellular stores! read more

Run...these people don't have a clue what they are doing. I spent $50 to end up returning a phone that was set up wrong. Clearly employees (few) are not motivated. read more