Downloaded yelp just to shout out store manager Michael! After getting my new phone I had trouble with my account due to a store associate that is no longer with the company; Michael was so kind and patient! He went the extra mile to make sure everything I was concerned about was addressed and fixed. Grateful for his compassion and commitment to wonderful customer service, thank you Michael! read more

We went there to replace my phone. Brad piddlefarted around for 5 hours until finishing at closing time. Later i found out i was charged for stuff we didn't need and features we asked for like hotspot would cost us more charges and fees. The monthly charges were to be about $55/mo but were actually going to be over $108/mo. The Verizon help guy i talked with on the phone that evening strongly recommended i take it back to the store. The next day i got told about a $50 restocking fee. Brad had totally dinked my account and lost my phone number, phone book, photos and other various stuff. I continued to get billed for the phone and services i did not have for several months. It took many hours on the phone with Verizon to get it fixed.. read more

Employee named Bobby is also seemly on drugs every time I go in there he always comes out the bathroom with a "powdery substance" around his nose and talks super fast and always acts very shifty also anticipating any fast movements like he's tweaking read more

Stopped in today to ask a question about a problem with my flip phone. The door had a big lock on it so we assumed they were closed. Associate came to door and made a rude comment about how he wasn't just sitting there for the heck of it. The screen protector on my flip phone has started to separate from the screen at the fold. I wanted to know if it was a warranty issue or if I needed to go through my insurance. He again made a rude comment about how he would never purchase a phone where the screen folds. I purchased the phone from this store on the recommendation of an associate. I should not be blamed because your company is selling a phone that falls apart after a few months. Will definitely not be back to this location. read more

Absolutely would not return to this location. The staff while polite, are not knowledgeable in their procedures and or contracts. It does not seem that they were interested in solving any customer issues to anybody's satisfaction but their own. A thoroughly unsatisfying experience. 10 out of 10 would not return to this location read more

My husband's phone broke so I got up early to go to Russell Cellular in Bay Minette to try and get him a new phone before I had to go to work. They open at 9. When I got there at 9:15 they had a note on the door saying they would be back at 9:40. I didn't have time to wait so I'll have to go to a real Verizon store tomorrow. How can you do business if you close right after you open? read more

BEWARE!!!!!!!! TAKE YOUR BUSINESS SOMEWHERE ELSE!!! I would give this place 0 stars if possible. I've been a customer with Verizon over 10 years. I went in on sat Aug 18 2018 to purchase a new s9+. Tim was helping me. All was okay. I bought the phone and asked for a case and screen protector. I usually use the normal glass protector products. Well Tim told me he had a new protector that was the best they offered blah blah blah. So I agreed. It's called qmadix liquid glass. He brings it over, it's a 2 part thing. First you clean the screen then apply the protector. He takes the alcohol wipe and trashes it and said it's a brand new phone you dont need to clean it first. So he applies the liquid protector directly on the phone. I've never heard of seen this before so I was skeptical, but everyone there said they all use it and it's the best they've had. I pay and leave the store. Last night comes around and I fly home to Houston. I get out of my uber and my phone slides out of my pocket falls less than 2 ft and shatters on the floor. To the point glass is missing on the screen. At this point I am beyond upset with the product. Part of the deal is you get 250$ guarantee if your screen cracks.i register my phone for the guarantee. So I call in about it this morning and they tell me they do not have the paper work and to call back in 3 days. They want me to wait 3 days with a brand new phone now basically unusable. Needless to say that did not make the situation any better. So I call this store where I bought the phone and explain the situation. They put the manager, I think her name was jennifer on the phone. I explain what happened and told her I want my phone fixed today and I was not paying a dime to for a useless product and I want my money back so when I fix my screen I can buy a protector that works. She told me there is nothing she can do because it's not their product and they dont guarantee it works. She says she's never heard of it not working. Her employee installed it on the phone. So either he didn't do it right or the product doesn't work. I told her they have it on video in the store of him putting it on the phone so this is Indeed their problem. She said she will call someone and get back to me. I called back an hr later out of frustration and told her she needed to figure out how to handle the situation now. She then becomes very rude saying she doesn't know what to tell me. I told her she was about to lose my account that I've had over 10 yrs. She tells me she's not Verizon but an independent dealet. I asked for her name and the employee who sold me this b.s. product because I am going to file a formal complaint. Instead She hung up the phone. So I called back and they did not answer. So I call Verizon corporate and try to get a 3 way conference call with the store and a Verizon rep. They did not answer again and the voicemail is full. I handle my business with Verizon and file a formal complaint on the store. I have yet to hear back from this store. I honestly feel scammed. I should have know better. There is a Verizon on 9th Avenue by the mall. I would 100%recommend taking your business there. I paid 100$ for a case and protector they recommended as the best only for it to fail 2 days later. I WILL POST THIS ON EVERY SOCIAL MEDIA OUTLET I CAN DAILY UNTIL I HEAR BACK!!! This Russell cellular place is a scam will steal your money and tell you to f yourself. BEWARE!!!!! Update!!!!!::: after talking to russell corporate I find out they charged me 20$ to setup my new phone.. so transfer my contacts, my pictures, etc. They never did that. They literally stole 20$ tim told me to download an app and do it myself. I have yet to hear back or receive any sort of refund or offer to make things right. Legal action is next. read more

Horrible customer service. Staff, particularly Heidi are rude, pushy and aren't knowledgeable about upgrades or anything else.