Very frustrating experience at Russell Cellular (Verizon store) in Malden, MA. We were told we would get a "free iPhone" with a 36-month contract and about $30/month + tax with auto pay for 5 lines. We also paid around $750 upfront for activation fees and taxes. However, the first bill came to about $350, and the second was $595. When we questioned this and later contacted customer service, we were told the information we were given at the store was not accurate. We were advised to return the phones and cancel the service. Even after returning everything, we received another bill of $981. Every time we try to get clarification, the staff says they don't know, and no one takes responsibility or helps resolve the issue. This has been very stressful, time-consuming, and disappointing. What initially seemed like an affordable deal ended up causing major confusion and unexpected charges. We even recommended this to family and friends at first, which we now regret. Sales person name Fernanda Fernandas, She is the one , Don't trust her . She lie a lot and not helpful . The negative reviews about the Russell Cellular store on Eastern Ave in Malden are very accurate. My family and I have personally had a bad experience there, and we can understand what others are saying. read more

Went in to review our FIOS package. James was absolutely phenomenal in guiding me through our account! He is very knowledgeable, he's patient and simply a pleasure to work with today!! read more

This is on Eastern Ave in Malden. They are not a true Verizon store, they are a Russell cellular as on my invoice for all the overpriced accessories they sold me. AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID I spent from 2;30-5:30 at their store and they could not get my new phone simply 'activated' They swore it would get 'pushed thru' overnight by 7 am. In the morning, my new cell was not activated. They wasted my entire afternoon and now I have a crisis because my sister was flying into Logan later. I went to Saugus Verizon (Malden told me Saugus would not help me, nice huh?) Saugus took the time, made a couple calls, and got my cell activated. And sold me another few hundred of accessories but I felt I owed them due to the incompetence of Malden. DO NOT GO TO EASTERN AVE MALDEN. They are so incompetent. And they don't even care! I had painters, contractors, cleaners, and staging all happening under a tight deadline and I could't even communicate by phone, text or email. All my phone content was locked. My old phone was damaged and locked. Neither malden or saugus could help recover or transfer from my locked phone. 20 years of contacts! apps, passwords, photos. I found a tech genie in a bottle and he transferred everything. If someone else can do it, Verizon could also provide that critical service - but they can't be bothered. You're on your own. MALDEN will suck the life out of you, waste scads of your time, and not even give a shit. They told me anything, knowing I had a bundle of critical things taking place. And my sister was flying in the next afternoon too. I hope their doors close so they don't get to torture anyone else. GO TO SAUGUS. read more

Verizon - Damaged cell. Bought new phone and Malden could not get new cell activated. Lied to me, and took as much money as they could. SCUM AVOID - Mobile Phones Near Me - Malden, Massachusetts

This is why you wait to write a review. Purchase 2 Iphone 13's including a Pro Max and was upsold and Apple Watch which I have ZERO use for in my life after spending a few weeks with it. Walked in with original packaging etc. and told them I would like to return and the manager and I know he was because he stated "as a manager of the store" blah blah blah.... Time to educate these very young inexperience real world lads. I was about to return the watch and buy 2 more Iphone 14's for both of my kids, ( I have 5 phones on the account) but the manager was so non chalant about telling me "you must have someone you can sell this to" etc.. I never even bothered to ask about the other two phones. (Big mistake, huge)- Julie Roberts anyone? bwahahahhaha I spent a solid 2hours plus with these dudes back on August 30th, but was told store returns are 14 days, he was even kind enough to pull it up and spin his laptop toward me. Well I have to wonder what's worth more, making an excpetion and taking back a loyal clients purchase who told you he didn't need something and it' was still in original packaging or losing out on the two phones that I will now purchase over the phone or internet with Verizon... Chickity check yourself before you wreck yaself son.... Lesson taught once again to these millenials. Careful about the friendliness these sales people portray. I almost felt bad for all the cable boxes they had taken in the last time i was here, but now I know this is a great place to return all your equiptment to when you're cutting the cord ;) These reviews really do speak for themselves and the state of commerce in America today... Truly - Verizon Customer of 20+ years read more

The guy in the picture was very disrespectful. He refused to take the two devices as a return. I disconnected my Fios TV and was instructed by Verizon to return the receivers to this location. I asked the young man in the picture if I can speak to his manager, his response was to go F myself! Very surprising that he works in sales, I could not believe it. I picked up my devices and went to a UPS store to initiate the return. This is bad for Verizon that they trust someone like this guy to carry their name, it is giving me to think about the business I am doing with Fios, perhaps it is time to switch to Comcast. read more

Verizon - He sais his name is Joe. I asked about last name, he sais F you! - Mobile Phones Near Me - Malden, Massachusetts

Bad customer service. Was interrupted several times when trying to get things accomplished. Representative was not upfront with me and when told I would no extra charge I ended up owing an additional $800 read more

I added a line to a family plan and was told that my next bill would only be $50. But then I was surprised to receive a bill for $150 just for a SIM card. That's called a scam. read more

Don't Go here! It is a SCAM shop. It looks like a Verizon store, but it is ONLY an authorized dealer. They charged us $250 to set up both phones, which should not be. The sales guy, Francisco was super nice, but he said the set up fee was charged everywhere. Reported to Verizon. This is a SCAM!!!! read more

avoid avoid avoid at all cost! sleepy like mid-june flies, took two visits to return Fios router. read more

Verizon - Mobile Phones Near Me - Malden, Massachusetts

TLDR, untrustworthy business practices and overpriced My mother-in-law went in to turn in some FiOS equipment atat Thanksgiving. While there, my mother-in-law was sold two wireless chargers to be used as Christmas gifts. There is only a 30 return window so my mother-in-law planned on coming back until the salesperson ensured her they could be returned after Christmas (not unusual for businesses to do this around this time of year) so she took the salesperson at her word and purchased them. Christmas came and the recipient of gifts had an older iPhone that couldn't support wireless charging so my mother-in-law took them back on the 26th (34th day from purchase). Unfortunately the store would not take them back with the salesperson calling her a liar and the manager saying there was nothing that could be done (no store credit, exchange for something else, etc). As for overpriced... the same wireless chargers were $79.00 at this location whereas they are approx $30 at other locations. This one is on my mother-in-law for not price checking but still something future customers should be aware of. read more

I went to Verizon store in Malden on main st today. I needed help to transfer my number and apps to a new phone. The salesperson, husbands was very efficient, friendly and polite. I am very impressed with the service I received. Thanks read more

Went to get a new phone and got the a high pressure upsell for an Ipad promotion. We were charged $85 fees and promised the Ipad would be in the same week. 3 weeks later with no Ipad in sight I was told promotion no longer valid. I asked for my money back. It took 11 months, 25 calls and visits to get my money back. The manager Charlie was the worst. Never called back and very difficult to deal with when I saw him in the store. The ONLY reason I got my money back was i finally called Russell cellular corporate. Never again will I go to that store. read more

SIM CARDS AT VERIZON ARE FREE IF YOU HAVE A PLAN WITH THEM AS TOLD TO ME BY VERIZON OFFICIAL CUSTOMER SERVICE. THIS PLACE WILL CHARGE YOU FOR THEM. Please DO NOT go here thinking this is a Verizon corporate owned store it is an AUTHORIZED RETAILER. Verizon gives out sim cards for FREE (as told to me by customer service). Come here and they will make you pay $30. The employee, Roshaun McCreath, was nice enough and stayed late to help me and another customer. However, when I asked if Verizon could probably give me a free sim card since mine had failed he said no. I mentioned I would probably return the sim card if Verizon Customer Service said other wise and he did not contest. Turns out on the receipt it write that you CANNOT return sim cards. Not sure if he was out right trying to swindle me. But he said he was new so I'll give him the benefit of the doubt. If anything I've learned to be more cautious but PLEASE ensure you know this is an AUTHORIZED retailer and NOT a corporate owned Verizon store. read more

The Russell Cellular which is a franchise of Verizon in Malden asked me to leave their store because I want to cancel my service with Verizon. I found the bills are different from what the salesman told me, there are $80 differences. The owner of the store refused to talk to me but asked his clerk to tell me to leave the store. So frustrated read more

I wish I could get away with giving this store a 0 rating. They are a scam! They are NOT a Verizon store! My son was charged $53 to change a sim card that an actual Verizon store would do for FREE! When I called to complain they were very rude. They try to confuse you! This is very misleading! Don't let them fool you. Please do yourself a favor....Go to another store!! read more

This store is a scam, it presents itself as a Verizon store charge me $52 to have a Sim card installed and did not fix my problem insisted on taking cash and I refused this store should be closed read more

I was literally just in here with my partner for his broken phone and firstly we were not greeted but STARED at, we had to walk up to the man staring at us, the guy who helped us (same person) aimlessly looked at the iPad after asking for my partners number and doing this entire texting processing bullshit just to tell us to go online to get it fixed? Last time I checked when you tell someone they have a warranty you help them IN STORE, that's why we came to even begin with!! This man must've been high because he was so out of it!! Disgrace to customer service, I should apply here and make more than minimum wage too if my job is to tell ppl "go online" all day long. Please sign me up!! read more

This is not a Verizon store, they paid Verizon to use Verizon name, the company name is "Russell Cellular", they charged fees normally Verizon won't charge, it has hidden fees, it is scam place to rip off their customers, be careful! Continue to read other similar reviews, and see how many people became their victims. read more

Awful place to buy a phone in store. Only care about the sale; we watched the manager give away someone else's phone because they could "make more money off of this person today". read more

This review one of two parts, and covers the Verizon store at 361 Main Street, Malden MA (which is actually run by Verizon Authorized Retailer IM Wireless). The other part is a separate review of the Verizon store at 1100 Lexington Street in Waltham, MA (which is actually run by Verizon Authorized Retailer Russell Cellular). The experiences I had at these two stores could not have been any more different. Unlike the "service" that I received at the Russell store in Waltham, the service I received here at the IM Wireless Verizon store in Malden was pleasant, professional, and efficient. Background: I had made some changes to my Verizon FIOS service on the phone with Verizon Customer Service. One of these changes involved adding a cable card to a new Tivo deck that I had just purchased. The rep said that I could just walk into any Verizon store to pick it up, and said the nearest store to me was the Verizon store in Waltham. The next morning I hopped in the car and went there. My extremely negative experience at that store is covered in my other review. After reporting my first experience to Verizon Customer Service, I reluctantly followed their suggestion to try the Malden store. Even though it was another drive to a more distant store, I didn't really have any other options. I was pessimistic that I would have any better luck at a different store. Long story short: I went to the Malden store. As soon as a rep finished with the customer she was working with, she got up and asked me if she could help me. I told her I was there to pick up a previously ordered cable card and handed her my paperwork. She said "Sure!" and confirmed my order on their system. She handed me the card, printed out the receipt, and said "You're all set! Can I help you with anything else today?" I replied "Thank you, but no" and she wished me a nice day. Total transaction time: about three minutes. I regret that I did not get the rep's name because with that one professionally-handled transaction, she turned me 180 degrees from an extremely unhappy Verizon store customer to one who will now happily travel the extra distance to Malden for any future business that requires a Verizon store. I find it interesting that the existing reviews for these stores seem to be the exact opposite of my experiences. Can't explain that, I can only offer my own personal experience. read more

Tatiana gets 5 stars for how amazingly she handled an unexpected issue that took a lot of time and persistence to resolve.

If you bring your own device, you better also bring your own sim card. The Verizon official website sell the 4G LTE sim card starter kit for $9.99. You can also get it from Walmart for $5.00. However, the store sell it for $30.00. Moreover, you will have to pay $30.00 activation fee per line on top of that. The Malden franchise store should focus on helping people transfer to the Verizon wireless network, not making big profit on the sim card! read more

DO NOT GO HERE! This is not even a Verizon company store. It is a contractor for them. This place is awful. I've gone here twice because its so close but never again. They lied to me about my insurance not covering my phone (I have a witness and eventually got it corrected). They're job is sales and they will screw you to sell a phone. I caught them thank god. The real Verizon cust serv on the phone even said to avoid them. They tried to say my phone could not be returned but that was also BS. I eventually got it straightened out but took many trips back and forth and a ton of headaches. Stay away. read more

called verizon and of course you get the automated line. it asks you what can it help you with. So I said "payoff a device" the automated line starts saying that it is starting the process and it is not reversible processed to say its done and i am shout at a automated system no no no customer service customer service. it transfers me. I am now talking to a person and i proceed to ask them please say that did not just pay the phone i am talking on. It l didnt ask me any information at all. He informed me that it did. i told him that it didnt ask anything, not which phone or how i wanted to pay just automatically assumed i want to pay that phone off. this is unacceptable in a matter of minutes it took unathorized money from my son that owns the account that is autopaid billing. $900 dollars. verizon gives no one that answers the phone any authority to fix this;. they put in a ticket a say they are investating the problem and we have to wait 5-7 business day for the money to come back. unacceptable it can come out in minutes but they cant accept that i am telling the truth about their machine that answers the phone. Not to mention they had no autorization to take the money from my sons bank. they machine didnt ask me for my name his name his phone asked nothing whos to stop someone from stealing your phone and paying it off. I was paying a different phone on the account off not the phone i was calling about. Called back on monday and they wont even rush the ticket. machine computers should not run us this much that things cannot be reverse. Verizon used to have the best service and customer service. they are to big headed now and do care about what their customers need. read more

I needed a remote for my grandfather and I wanted to sign up for service. Mike, the manager, kept everyone in line very organized. I made an appointment, and they were on time and extremely helpful. This store should be commended for doing such a great job when people were being rude and impatient, Mike and the rest of the staff were welcoming and incredibly helpful. Thanks guys! read more

My experience was great, the manager was very professional, respectful and very helpful. I definitely recommend

I purchased an IPHONE 11 pro 2 days ago and experienced a problem with all of my calls being extremely broken up and unable to understand. I also was receiving text messages and voicemails over an hour after they were sent. I brought the phone back today and was told that it was a SIM card issue. They changed the SIM card and the problem DID NOT go away. I was asked if I wanted to replace the phone and I told them, "I did." Can you believe that I was told that if I wanted the same phone, I would have to pay a $50 RESTOCKING FEE for a defective phone that I paid over $1,000 for 2 days earlier. In what world does that make any sense at all??? They sold me a defective phone and demanded that I accept a different phone as a replacement if I did not agree to pay the restocking fee. DO NOT BUY ANYTHING FROM THIS PLACE!!!!! That is the worst customer service I have ever seen. read more

this store is full of scammers from the owner imran to his employee francisco. be aware of this gentlemen He is a con artist and does no right for customers. he had sold my 80 old dad a $1200 phone that he did not need. my dad has requested for a flip phone and was told they do not sell flip Phones anymore (which is not true) he then proceeded to let my dad know that he would be able to work the phone with no problem. (also not true) my dad got charges on his account he never had before (Verizon Home - $25, Verizon Protect $17 ect.) my dad went from paying $60-70 monthly to over $200 !! also his receipt in store came out to over $300 and a bunch of accessories he didn't even have with him. I went to the store a few days later to speak with Francisco and told him I needed to return the phone it is not suitable for him and he doesn't understand how to use along with speaking With him about the accessories my dad was charged for. he literally told me "If you need to make a complaint or a Return you would need to talk with my manager Matthew" whom I found out no longer works for the company lmao. they did not get this resolved at all, and I ended up having to buy out the device to end the "contract". DO NOT COME TO THIS STORE LACK OF INTEGRITY AND SCAMMERS!!! smh read more

horrible place. horrible people. the short fat manager would not help me at all. told me if i didn't like the price then go somewhere else. stared at my wife. all i heard was the N word. surprised they haven't been arrested. read more