ComplaintsforRussell Cellular Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They sold me a $180 tablet for $305 claiming that this is a great deal. I also I got charged a $30 Setup for Success fee (which turned out to be their commission that they charge all their customers) and $30.50 Northlake charge (their employee couldn't explain what this charge is for, he just didn't know). The sales manager that sold the tablet told me that these charges were taxes which turned out be a lie upon closer receipt inspection and return trip to the store.

  Business response

  09/18/2024

  Hi ******, 
   
  Thank you for providing the details that you have regarding the sale that took place in our *********-IL store.
  I have investigated your sale that took place on August 10 under invoice number ILNORIN5099.
   
  We understand how frustrating it can be when you do not receive the quality of the product that you expect, which is why we offer a 30-day worry-free guarantee return time frame.
   
  I reviewed the cost differences for the type of tablet that you purchased and all of my research showed that this device at $180 is for a 64GB device, however, you did purchase a 256GB device which does come at an additional cost. 
   
  Unfortunately, you are now outside of your initial 30 days of sale and are unable to exchange it for the lower storage device.  
   
  However, I am happy to provide you with a breakdown of your sale invoice from August 10.
  The first line on your invoice states that you are purchasing the Tablet for $305.
  As you go further down you will see the $40 Setup For Success charge that is charged for all devices. This fee covers the service of our representatives getting you set up on *******'s network, a Device Walk-Through, In-Store Tech Support, ****** Setup, and so much more. The representative in-store discounted your fee to $30, rather than the standard $40.
  Below that you will find confirmation regarding your finance amount. You will see that you financed the full $305 and did not make a payment toward the device itself. However, you are still responsible for paying the sales taxes on the device at the time of purchase.
  As you go further down you should see that the subtotal for your sale was $30 (for the discounted Setup For Success fee).
  Below you can find "IL - NORTHLAKE: $30.50". This $30.50 is for the sales tax on both the Setup For Success fee and your tablet.
  You will once again find confirmation of the fully financed amount of $305 for the tablet.
  The final line totals your fee and your taxes making your total due $60.50.
   
  If you review the "Comments" section on your invoice, you will find that the Setup For Success fee is a non-refundable fee.
   
  However, I am happy to inform you that you do have an active promotional credit of $100 off this tablet.
  You will see this credit as a monthly credit of $2.77.
   
  We are sorry if you have been provided with any misinformation regarding your sale.
   
  Please let us know if you would like a copy of your invoice or for us to review anything else.
  Thank you.

  Customer response

  09/19/2024

  Complaint: 22303585
  
  I have reviewed the business' response and am rejecting it because:
  
  I did not purchase a 256GB model, mine is 64GB (see attached)

  I didn't require any guidance, support etc. I just needed a tablet. The manager never mentioned any additional fees. He said that what I was paying upfront was all taxes which wasn't true as I further discovered.
  
  Sincerely,
  
  ****** ****

  Business response

  09/20/2024

  ******, 
  
  Due to margins and subsidies, retailers price their products at different rates.
  At Russell Cellular, we offer to price match up to 2 weeks after the sale, but unfortunately, due to the time frame of your sale, we are unable to offer you that opportunity.
  
   I do apologize that you do not feel that you were provided adequate support in the store at your time of sale.
  
  Due to your sale being over 30 days ago, we are unable to provide a refund of any amount.
  
  Thank you.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 15th I tried their home internet I was supposed to be able to return the device if I didn't like it before 30 days with a restocking charge if I didn't want it. I tried to return it back to the store I bought it from before the 30 days was up. The manager *************************** said she was not allowed to take it back in store. I told her she never told me that when I purchased it but ok how do I return it because I used it for less than 1 hour and it was trash and I dint want it. She gave me a number to call. I called they sent me lables through an email I had to create an account to print them I tried creating an account and couldn't so I called back. Then they said they would send me a box to send it back in I never received the box. So they had the wrong mailiing address they fixed the address sent another return box but I still never received it. So I went back to the place I bought it from got told same thing they weren't gonna take it back because they are a "third party retail". So I went to 3 different ******* stores that were not "third party" and none of them would take it back because by this point it has been over 30 days. I tried to call again today once I got another bill in the mail and they sent my account to collection.

  Business response

  07/17/2024

  Hi *******, 
  
  We spoke on the phone earlier regarding this issue.
  Our team has made the special exception for you to return your device to our location due to the misinformation provided.
  We are so sorry about your negative experience thus far and hope to make everything right for you!
  Once the device has been returned to our store, we will be issuing a check for the current balance on your ******* account.
  
  Your account has not been sent to a collections agency yet, therefore we are unable to provide you with the requested corrected to your credit report, however we are happy to credit you for your device and unused services.
  
  If you have any additional questions regarding this, please reach out to ***** at the number I provided you, or my team at ************.
  
  Thank you!

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stopped at your ********* store on Saturday because my phone broke. Your salesman ******** was nasty, rude, charged me for setup that HE DID NOT DO! because I couldn't remember my password, literally put me down and said "I've already explained that to you" and had me in tears. He also signed me up for the insurance that I didn't ask for nor did he talk to me about it. I went to another ******* store and they could not find the $400 credit I was supposed to get, and was the one who told me I shouldn't have been charged for the setup fee since he didn't do it...I DID once I figured out my password.There was no one in the store when we arrived. I want my $40 back since I did the work at home, not the employee.

  Business response

  07/16/2024

  *****,
  We do apologize for the inconvenience and confusion.  We have investigated this issue and understand your frustrations.
  We have passed your complaint up to management for them to address with the representative in the store.
  We see that you paid $82.70 in store on July 13th,2024. This $82.70 includes the $40 Setup for Success fee and the sales taxes for the device you purchased at the store.
  Unfortunately, the Setup for Success fee is a non-refundable fee that not only includes the set-up of the device but also it includes getting your device set up on Verizons Network. It also includes a device walkthrough, in-store support, a coupon that will be emailed to you 30 days after the sale and so much more.
  As for the $400 credit, we did not find any qualifying promotion of $400 during your time of sale. If you have any documentation showing what you were quoted at your time of sale, then we would be happy to take a further look into it for you.
  We do see that you are still within your 30-day worry-free guarantee time frame to return your device. If you are unhappy with your current billing breakdown,you are welcome to return your device and remove the device payment agreement on your account.  If you do choose to return the device, you are subject to a $50 restocking fee and the $40 set up for success fee is nonrefundable.
  
  Thank You. 

  Customer response

  08/20/2024

  Dear Russell Cellular,
  Your guy not only told me once, but 4 times that I was getting a $400 credit and I had someone with me that heard it and another person was in the store.  He actually GOT MAD AT ME for asking him to confirm that I was getting this discount.  AND.he tried to charge me for insurance that I did not agree to. This was all heard not just by me but by my boyfriend.   I called ******* Corporate and they confirmed that he did that and took it off.  ******* Corporate took care of me and confirmed that I was not receiving the $400 credit that your guy ********** me. I asked for someone to call me from your corporate office and no one has. 
  
  You need to rethink your mission statement.
  
  *******************

  Business response

  08/20/2024

  *****,
  
  We do apologize for the inconvenience and confusion.  We have investigated this issue and understand your frustrations.
  
  We did pass this up to management and let them know you wanted to receive a call so we do apologize that it was not followed up on.
  
  After investigating the promotional issue we are showing both lines with active device payment agreements have promotional credits active.
  
  Thank you,
  Customer Experience
  Rumor W.   | Customer Resolution Specialist

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Location: ********, ** I purchased a computer, cell phone and watch. I spent $208.11 for these things. They sent it back and they would not give me my money back. They said they were charging a restocking fee of $150 if anything was opened. They didn&#**;t measure my wrist for the watch. I would like my money back - $208.11.

  Business response

  07/11/2024

  **********, 

   

  We're so sorry to hear about your negative experience in our ********-** store and would love to look into this for you.

  Unfortunately, the phone number provided does not pull up a ******* account for me to investigate this matter.

  Can you please provide an alternative phone number, or the invoice number so I can look into this and determine if we can assist?

   

  Thank you!

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited ******* in May they had a promotion going on for free iPhone. tablet and watch and internet I signed a 30 day no obligation contract for two phones ,tablets, watches and internet within 16 days I returned everything to ******* in the store because there was so many things I didn't like . and now they are trying to charge me for a missing item totaling $1464 the items were taken and logged in by one of their employees. I received a confirmation receipt and recently threw it away because I thought I thought i was done with them since i went back to ******** and purchased phones from them. i contacted the store but they were not helpful and the attitudes were not pleasant..

  Business response

  07/10/2024

  *******, 

  We are so sorry to hear about your negative experience thus far with ******** and to hear that you have switched carriers.

  I have investigated your issue and found that you were charged the buyout of an iPhone 15 Pro in Black that you returned to our store on June 6th.

  At this time, we can offer a credit of $1,010 as this was the amount financed for this device.

   

  I do not any additional charges for devices returned at this time.

  It is possible that these devices have just not reflected on your bill yet.

  I recommend that we wait for your final bill to post on your account for the current billing cycle before settling on a dollar amount.

   

  You are welcome to communicate further with us directly at ********************************************* 

  Once again, we are deeply sorry for your less-than-ideal experience so far.

  Thank you!

  Customer response

  08/13/2024

  Russell Cellular did contact me and i was advised that a check would be issued for the amount of 10 However that did not happen and i am still receiving a bill due Sept 2 for $1,461.24 and $162.41 . Not sure what's going on with this company . At this point should I do. I do not want this on my credit report. I contact ******* several  times and i am told they are looking for the phone . one guy assumed i was talking on this Iphone  15 and had me give him several serial numbers out the phone to prove it was not the phone , at this point its pure harassment . sorry for the late response but i had surgery for breast cancer with complications and am currently doing radiation therapy.  i have cell service from ******** and proof i got my phone from them.

   

   

  Business response

  08/14/2024

  *********,
  
  As of the 31st of July, we have confirmation that a refund check has gone out. This check is being sent to an address out of ******, **
  
  Checks are sent out from our national home office in southern ********.
  
  These checks are sent out through the **** (standard mail)and can take up to 14 business days or longer to arrive to customers.
  
  
  Thank you,
  Customer Experience
  Rumor W.   | Customer Resolution Specialist
  *********************************************| ************
  
  
  

  Customer response

  08/19/2024

  Complaint: 21967749
  
  I have reviewed the business' response and am rejecting it because: The amounts that are suggested does not cover the amounts that covers the phone which ******* has in their possession.  why are they even sending me a check when the company has the iphone, when i turned the phones in i paid the balance right there that was said that i owed for having the phone all of 14 days on an 30 day no obligation contract. not to mention the $300 plus i paid the day i got the phones. I feel like theres something wrong with all of this 
  
  
  
  Sincerely,
  
  *************************

  Customer response

  08/19/2024

  I received a bill today adding late charges to a bill i'm just getting ******* russell cellular what is going on ? i got 2 phones and your first saying it did not get return nowyour saying  i owe a buy out with late fees I feel  bad that the clerk in the store felt a certain way because we returned but this  should not be happening. please please please lets resolve this issue I was told $1431.24 and the first bill i just recieved today august 19 is ******* because your charging me late fees on a bill I don't owe  This should of ended in june when we decided we did not want to use your services.

  Business response

  08/21/2024

  Hi *******,
  
  Thank you for reaching out for assistance.
  As we discussed on July 18, via phone call, we issued you a credit for the buyout of $1010 as this should not have been charged.
  However, ******* still charges consumers for the services used. You will need to dispute any additional charges with ******* directly at ************.
  
  The refund check for $1010 was sent on July 31.
  Once you receive this check via ***** you are welcome to apply it to your bill. 
  However, are unable to assist further with service costs and late fees due to non-payment.
  
  Thank you!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Russell Cellular on ************* in ************, ***** Monday, May 27, 2024. I was currently using a ******* S21 Ultra and wanted to upgrade to a ******* S24 Ultra. I was not interested in any change of plan or additional service, just needed new phone. Upon purchase I was told that there would be a $35.00 activation fee, and an additional $40.00 set-up charge. I questioned the set-up charge and was told that it had been added since Covid just because! Just because what? He went on to state that I could call ******* and possibly get the fee refunded. When I called ******* later that day, they said it was not their charge it was a store charge and to go back to them. The next day, Tuesday, May 28, 2024 I returned to the store. I questioned the agent who was working that day. I was told that since they work on commission, the fee was to help them. Help them? Also it was for the time they spent explaining the plans and options which i stated I did not need. I asked if we were basically giving them money to do their jobs? In addition the agent went on to explain the the fee would be charged regardless if any set-up was done. This charge is unfair. The customer should not have to pay part of a salary to get a new phone!I would like a refund of $40.00.

  Business response

  06/12/2024

  Bill,
  We do apologize for the experience and the misinformation you may have received at our store.
  The $40 set-up for success charge is a fee for us to use ******* services as third-party retailers. As third party retailers on behalf of ******* we do have fees that corporate stores may not have. This fee is charged for every device at the time of purchase when representatives are accessing accounts and to ensure the phone is set up properly on *******'s network. This fee is non-refundable once the ************* is provided at the store as per the disclaimers at the bottom of the receipt.
  
  
  Thank you,
  Customer Experience
  Rumor W.   | Customer Resolution Specialist
  *********************************************| ************
  
  
   
  NOTICE:  Russell Cellular is a ******* Authorized Retailer. This electronic message, and any attachments, is intended for use only by the addressee(s) named herein and may contain confidential information. Any unauthorized review, use, printing, saving, copying, disclosure or distribution is strictly prohibited. If you have received this message in error, please notify sender by reply and delete all copies.
  

  Customer response

  06/12/2024

  Complaint: 21835024
  
  I am rejecting this response because: The misinformation we received was not by just one representative, but by two on separate days of our inquiry.  The first at the time we received the phone and the second when we were informed by ******* that this was a store fee, and not one that was charged by them.  The employees were not new, they have worked in this particular location for some time, so the fact that wrong information was given to us is your fault, not the employee. And the fact that they gave us the types of answers they did proved they had no idea of what to tell us and why.   In addition we were told that regardless of what was done or not there would be the $40.00 charge tells it all, and the other answer just because shows lack of training.  That you have come up with a reason after the fact is not the way a business is run.  Customers deserve upfront pricing, and not unwarranted fees..  We have purchased several phones at this location and were never charged, but then again we were told it was created after Covid??  Why?? And we have a receipt of a new purchase in 2021 that has no fee added.   Numerous complaints have been written concerning the same unfair charges.  No signs posted stating that you are not a ******* owned store and that fees will be applied for this reason.  We are expecting a full refund in the amount of $40.00.
  
  
  
  Sincerely,
  
  ***************************

  Business response

  06/13/2024

  ****,
  Again, we do apologize for any misinformation you may have received.Our Set up for Success fees were established in January of 2018 and the prices have changed gradually with what ******* charges to use their services as third-party retailers. The fee is valid due to our representatives accessing accounts and ensuring that the phones are set up properly on *******'s network before customers leave the store. This fee is non-refundable once the ************* is provided at the store per the disclaimers at the bottom of the sale receipt. 

  Customer response

  06/14/2024

  Complaint: 21835024
  
  I am rejecting this response because, :once again you keep apologizing for misinformation.  This is your training of your representatives.  Again the first response we received was the fee was "just because and if we wanted we could go home and set up the phone ourselves and transfer information, or call ******* and ask them to waive it."  Obviously they could not since it is a store fee not a ******* charge.  You operate as a ******* store and customers have no way of knowing this when they enter the store.  No signs and no information of extra fees due to the fact YOU have to pay ******* to use their name, according to your reply actually the customer is by extra costs.  And again the second representative told us that "if set up was done OR NOT the fee still applies before we can purchase the phone."  Due to the fact they they work on commission the fee helps them.  I guess this is why the fee is Set Up For Success.  It seems odd to me that you have so many reasons for this fee but your representatives have no knowledge of what to tell the customer who is actually paying the fee.  An apology does not solve the initial problem and we the customer suffer the consequences with additional costs.  This is a gross misrepresentation of your store operation.  And yes, fees can be refunded.  You are showing very poor business  practices and you are not standing the mistakes of your employees and the information provided to customers.
  
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a phone and *************** here, and they advised I could do a no hassle return within a week, I returned the phone a few days later and it ended up being charged the full value of the phone some 600$+ which this company advised me they would resell. ******* has been sending me a bill for months now asking for the 600$ I called them several times and went to the store several times to get this resolved. They said they would escalate it and it's an internal issue but still has not been resolved. I have evidence of the return and everything it's just incompetent employees unfortunately who can't get a simple billing error solved and cannot even work with their business partners and want a customer to do all the leg work for them. ******* tells me to go to the store the store(Russell Cellular) tells me to call ******* not one of them can figure this out it's really a simple accounting adjustment and I have lost all faith in both businesses.

  Business response

  06/07/2024

  ****, 
  
  We are so sorry about your less-than-ideal experience and would be happy to assist with this matter.
  Our Customer Resolution Team has investigated this and found that you did return the device within your ****** worry free guarantee time frame. Unfortunately, the line was disconnected moments before we accepted the return, which forced the buyout.
  With the evidence and records that we have, we are offering you a one-time credit of $620 (the financed amount of the device).
  
  Please let us know if you accept!
  You are welcome to communicate with us via email at *********************************************
  
  Thank you!

  Customer response

  07/24/2024

  Hello, why not just process a billing adjustment? I don't want a credit that I will never use and it will expire. I am sorry that is not acceptable

  Business response

  07/26/2024

  Dear *************************,
  
  We apologize for the inconvenience you have experienced. Our resolution department is working closely with the management over the store location to get this resolved in a timely manner. Please feel free to reach out to our resolution department at anytime at ********************************************* with any questions or concerns you may have.
  
  *******
  Customer Resolution Specialist

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought 2 iPhone 15's on March 26th, Invoice #ANDO1IN6646, at the Russell Cellular store on ************** in ******* (attached). Russell is an ****************** Reseller. They initiate the transaction and I pay ******* monthly for the balance less the the down payment and trade in credit on the old phones as Russell documents. On the subject invoice there are charges for sales tax and an accessory charge that I do not dispute. But, I was charged a total of $350 for down payments on the two phones. ******* has informed me multiple times, as recently as today, 6/4, that they never received the down payment from Russell to credit to my account and as a result I am paying a higher monthly charge for the phones and am out the $350 down payment. ******* is referring me back to Russell to resolve because it is a Russell invoice even though Russell is an Authorized Representative. I have tried multiple times, in person, by phone and with *******'s assistance to get Russell to either refund the $350 to my credit card or resolve this issue between Russell and ******* directly. Neither things have occurred and I am out $350 for over 2 months now with no sign of resolution.I am hoping you can help me resolve this. I have lost patience with Russell's avoidance of their responsibility to credit my down payment or refund it. I would like to resolve this quickly without further escalation. Please let me know you got this and your suggested action.Thanks ******

  Business response

  06/06/2024

  ******,
  
  We apologize for the inconvenience and confusion you have experienced after visiting our ******* MA location. We have passed this to upper management so that they can look into the billing to see what could have gone wrong when the down payment was taken at time of sale. We take these complaints very seriously and have opened up a ticket for investigation into the matter to make sure that any money paid for the device is put towards the device. If you have any questions or concerns please feel free to reach out to us at any time at ********************************************* . Have a wonderful day!
  
  
  *******
  Customer Resolution Specialist

  Customer response

  06/12/2024

  Complaint: 21802970
  
  I am rejecting this response because: Russell Cellular has committed to credit the $350owed to me to my ******* account and I endorsed this recommendation.  They were supposed to credit $200 by 6/11/24 and $150 by June 30.  I have received $196 (of the $200 promised) and requested that they increase the second paymant to $154 to cover the shortfall on the original commitment.  I would like to keep this case open until I receive the second credit covering the full commitment of $350.  I will contact you ASAP as I receive status.
  
  Thank you so much for your assistance.  This progress is solely due to your efforts.
  
  Sincerely,
  
  *****************************

  Business response

  06/13/2024

  ******,
  
  We apologize for the inconvenience regarding the missing refund. We have notified upper management of the situation so that they can look into this situation and rectify it. Please feel free to reach out to us at any time at ********************************************* with any questions or concerns you may have. Have a wonderful day!
  *******
  Customer Resolution Specialist

  Customer response

  08/05/2024

  Russell Cellular did finally resolve this complaint, but only as a result of direct action by the BBB and the cooperation of ******* Wireless.  It is unfortunate that our three parties had to expend this amount of effort to get Russell Cellular to own up to their responsibility to credit my direct payment to them.  I will not do business with them in the future and if asked express my opinion of their lack of customer support and basic business ethics.  I do wonder how many people did not follow their receipt trail and have full disclosure of the transaction details and as a result lost credit for their deposit's to RS.  They are clearly an example of "let the buyer beware".  Thankyou for you assistance.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Accused of stealing! Defamed and disrespected Russell Cellar at ******** mall with a ******* sign in front of the store! Look at her horrible person! Her name is Hajer ********** After I left she then disconnected my phone line! She tried to set me up saying I was stealing telling me to leave I requested that the store activate my ******* phone line, the store has the sign ******* on the top of the store! After she did she demanded ***** I asked her to put the activation fee on my ******* account balance, she started yelling at me saying that I was stealing because they could not charge my account to activate a cell phone. She never advised me that they could not charge my account in the beginning of the conversation only until she activated the phone and demanded the money. ******* activated my iPhone the next day, today. Over the phone at no charge..

  Business response

  05/30/2024

  The customer called ********************** *********** and spoke with two of the Customer Resolution representatives, all concerns were heard and reported to upper management to address, we do apologize for the experience.  As a ******* retailer, Russell Cellular cannot disconnect lines, ******* requires our company to direct customers to them for any type of disconnection, and we systematically do not have access.  Russell Cellular also charges a $40 fee, when customer asked for us to bill that to the account, that is also something we do not have access to do being an agent of ******* and we apologize the employee simply didnt advise the customer of that.  We are taking all reports seriously.    

  *******

  Customer Resolution Specialist

  Customer response

  05/30/2024

  Complaint: 21762288
  
  I am rejecting this response because: the lady did disconnect my phone as I tested the phone in the place before I left and she was told not to touch it and when I left it was already disconnected within 5 minutes, also she said out loud that I was a lier AND a thief! This is NOT ok
  
  
  
  Sincerely,
  
  *************************

  Business response

  05/31/2024

  Russell Cellular is still addressing all concern with employee, we are unable to change what took place but we are taking all matters seriously. 

   

  *******

  Customer Resolution Specialist

  Customer response

  06/04/2024

  Better Business Bureau: I spoke with the gentleman that is in charge of all the stores and he promised to take things seriously I hope he does and that they will address this internally 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to the store purchased cell phone iPad and Apple Watch was going to return the next day the store did not open for 10 days, I called corporate they said to send equipment back to the warehouse so I did and they received it march 27 2024 by ****** been talking to the business for my refund no one will pay it back the store sends me to the corp number called them they have said time and again the store is responsible for my refund due to sales tax. The store manager said he cant do it without the equipment been run around back and forth this is a sad business

  Business response

  05/07/2024

  *****, 
  
  Thank you for bringing this issue to our attention.
  
  I took a look through your account and looked back on the notes from every call with *******.
  It appears that back in March, ******* directed you to send our devices to them for a full return and even provided you with a shipping label to send the devices.
  I see that ******* representatives promised you a refund multiple times.
  It looks like these promises took place on April 5, April 17, April 18, and April 29.
  
  Unfortunately, we are unable to issue you a refund for your devices without them in our possession.
  Our store representative requested that ******* ship the devices to our store so we can process your refund and ******* refused.
  
  With ******* making the special exception to have you ship the devices back to them rather than work with Russell Cellular to return your devices, ******* is responsible for your return.
  
  You are welcome to call them and request a three-way call with our Customer Resolution Team so we can chat with them directly.
  
  Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩