Customer ReviewsforRussell Cellular Inc.

The company started out being very helpful and easy to work with. Until I had an issue with the product I purchased(watch 5) battery life was bad and it wouldn't even handle a 12 hour day before being dead on the original charger. I took the watch back and discussed all the issues and testing I had done to make sure it wasn't user error before going back to the store. The shawnee manager **************** had discussed and agreed with the situation and even gone in and made a couple changes to the settings and said he could get me another watch in the start of the next week and would contact me when it came in. The only price discussed was the difference in price from a 5 to a 6classic. I worked with the product for the weekend and through the next week without any calls from ****************. Even called twice with no answers during normal buisness hours. I returned the end of week on Thursday and I was advised by the lady she couldn't help me that I would have to wait for ******. I told her I worked the following day she advised me he would be here the next day. I came in following day to learn that he was infant not here had gone home and that now I was to pay restocking fee another activation fee removing fee and all and I would have to come back the following week. If it wasn't for ****** who was several hours away this experience could have been much worse. I know how this industry with customer service works goods and bads. The ****** Cellular location located in the mall in ********** has very poor communication and ability for multiple employees to assist in one situation and handle a customers issues. The ability for one person to not cummincate with a customer and his team to take care of the customer is not a good way to provide outstanding customer service. I've been loyal to ******* for over a decade but the partnership with this location has definitely made me question the people we choose to represent them.

*******,We apologize for the inconvenience you have experienced in our ******* OK location. We are saddened to hear of the inconsistencies and communication issues that you experienced at your visit with us. We never with for our customers to have an experience such as yours. We will make sure that upper management over that location is informed of the difficulties you had with returning the defective device. If you have any other questions or concerns please feel free to reach out to us at ********************************************* at any time. We hope that we are able to provide you with a more pleasant experience in the future. Thank you again for taking the time to reach out to us to make us aware of this situation so that we may have the opportunity to address it.******* Customer Resolution Specialist

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!

**** We apologize for the inconvenience as well as the misinformation you have received regarding the fees you were charged. The $35 upgrade fee is a one time fee ******* charges on the first months bill that we are required to inform you of at time of sale/upgrade. The $40 setup fee is an in store fee that is charged when we are handling a device. It is not due to covid or "just because we can" and it is not towards the sales persons commission or salary. This is a fee that is automatically charged when we are dealing with a device and the customers account due to the fact that we do have to setup the device on the ******* account and make sure the device is active and ready to be used and the device payment arrangements and promotions if relevant are setup properly as well. We again apologize for the inconvenience and misinformation and will work with the reps in question so they are able to provide accurate information to customers when asked questions regarding what costs they are being charged.

I went to ******** Russell Cellular to transfer 4 lines to ******** I was charged $160 for 4 lines and was told that this will be the activation fees. Later I realized after talking to the ******* representative that this fees is different from the activation fees. When I went back to the store I was told that the fees was called "Setup for success" fees. I asked the store representative to refund the fees as I was not told about this fees and I did most of the work in transferring the device information to new phone. They refused to do and asked me to contact the corporate office. Now I am stuck with paying $160 for no reason to the store and on **** of that another $140 to activate the lines to ******** This is deceptive and they should be upfront to the customer on any fees outside of what ******* charges. Please return this unnecessary charge of $160 (they even charged another $10 extra for the iphone 15 on top of the apple advertised price)

We apologize for the misunderstanding. We would be happy to look into this further. Please feel free to reach out to us at ********************************************* at any time. We hope you have a wonderful rest of your weekend.

I went to the retail store for a new phone. The employee said would have plenty of gigabytes on my new phone to transfer all my old information and apps onto the new phone. She opened an otter box AND screen saver and put them on the new phone. An hour later she said her store didn't have enough wifi to transfer my information and I should go home and do it. I went home and trued to transfer and found out that the phone has far less storage and could NOT transfer my old info, apps and pictures. At this point, all three Russell Cellular stores in our area gave me the run around. One store told me "she screwed you". When I went back to the original store a sign said' "Be back in an hour." After an hour they were still not back. It was clear they would not be returning to the store that day.I then went to the Russell Cellular down the street where the employee was putting up an sign, "System down, limited service" I said I wanted to talk to her, she locked the door in my face and turned to walk in the back room. I waited for a while to return the phone. When she came back and put up and new sign reading, "Inventory, closed for the rest of the day." In my face, refusing to answer any of my questions regarding the various stores closing down early. After spending hours on the phone with ******** I transferred all my info back onto my old phone. I was told to return to the original store Monday morning to return the new phone. When i returned they WERE open, however they would not take back the new phone they sold me under false pretenses and VERY rudely sent me away. I've never been treated so rudely in my 60. I left the store but returned because I know I bought the otter and screen saver from them. When the rude attendant saw my walk back in she rolled her eyes and tried to ignore me. After being very rude, she finally took back the otter but NOT the screen saver the attendant had put on the phone, "because the box had been opened."I'm out $50 & hours

*****, We are disappointed to hear that this was your experience in our store.Can you please provide us with your phone number or invoice number so we can review the sale information to better assist you?Thank you!

The exact same thing happened to me!!The Manager @ *************** store keeps on acting like he isn't responsible & DOESN'T WANT TO HELP ME!Right now, I am being billed as is I walked in the store and bought my I Phone and Apple watch without a trade in even though I traded it in & I've been with ******* for almost 20 years & never had a problem like this - I ALWAYS TRADE IN MY *****!SINCE MY TRADE IN DAY IN DECEMBER 2023 AT GATEWAY RUSSELL ********* ******* CUSTOMER SERVICE would PUT ME OFF AFTER SEVERAL CALLS FOR A MONTH SAYING IT TAKES A WHILE TO GET CREDITED FOR MY TRADE IN.AFTER ALL THE ***** RUN AROUND AND NOBODY DEALING WITH MY TRADE IN PROBLEM AND ACTUALLY LYING TO ME SAYING THEY ARE FIXING IT.....I CALLED ON *************** GOT SOMEONE ON THE LINE THAT TOLD ME ON 01-30-2024 THEY CANNOT FIND MY ***** OR APPLE WATCH ANYWHERE IN THE WAREHOUSE - AND THE TRADE IN HAPPENED FOR MY ***** ON THE 3RD OF **************** WATCH ON THE 4TH OF DECEMBER 2023 & MY ***** BILL IS OUTRAGEOUS RIGHT NOW.....I had to take off time from work to go to the Gateway store that morning and the manager acted like this is out of his control. Only after I pressured him, he finally called corporate & they were supposed to get with me in 1 - 2 days and I have not heard from him - this is 2 days now! They also do not answer their phone so I have to take off from work to deal with this, which I will do this morning!Also they got my account name somehow now under an old employer for a discount I had in the late 90's when it was Cellular One - I've been telling them this name is not at all affiliated with me at all - all this occurred lately! I never before had the recoding not address me - this is crazy!I have been telling customer service it's the wrong name for the last 2 months & that also doesn't get fixed!!!Dealing with RUSSELL ******* AT THE GATEWAY LOCATION IN ******** ******* to ******* up - is an UTTER DISASTER - THEY DON'T EVEN DISERVE A ONE - I WISH I COULD GIVE THEM A 0!

*******, We are currently working on the investigation for your issue as it came to ** on Wednesday. Please reach out to us at **********.

I will accept responsibility for my lack of due diligence, but I would like to warn others about the lack of integrity, specifically ****** the manager, and ***** the sales man. I just a couple weeks ago walked into the *************** office to explore the possibility of a phone upgrade. Both ****** and ***** were pleased to announce I was eligible for a free upgrade if I chose Iphone 13...as well as half price on Apple watch...in addition they advised I was also eligible for 'guaranteed 5g wifi ' in my home if I switched from Spectrum to ******** After entering and re-entering my info several times into system they asked me to review the 'terms and conditions' (many multiple pages of very fine print) and sign....again..my lack of due diligence..they are likely within those terms and conditions...however none of it was as verbally stated to me. I expected a phone upgrade, watch and wifi as follows..$46 for account, ******** and $6 for half priced watch....I am now being billed for $46 for the account. $46.00 for the phone for the next 3 years, $55 for wifi , $20 for the watch and several other very surprising access charges atec...I don't expect a shady operation like this to resolve my disappointment but I feel I must warn others to read everything .I can fully understand the 1 star rating and hope I can save others from the intentional lack of pertinent information...financial details that would have been helpful making an informed decision.

****, Thank you for reaching out regarding your less-than-ideal experience in our *************** store. We are sorry if you were not informed that it can take 2-3 billing cycles for your promotional credits to show up on your bill.It does appear that on your upcoming bill, you should see those promotional credits of $17.49/month off your iPhone, $4.16/month off your watch, and a $5 monthly credit for your internet. If something still appears to be missing, we would love to connect with you directly regarding your sale and quote.You can contact us at ********************************************* Thank you!

****, Thank you for reaching out regarding your less-than-ideal experience in our *************** store. We are sorry if you were not informed that it can take 2-3 billing cycles for your promotional credits to show up on your bill.It does appear that on your upcoming bill, you should see those promotional credits of $17.49/month off your iPhone, $4.16/month off your watch, and a $5 monthly credit for your internet. If something still appears to be missing, we would love to connect with you directly regarding your sale and quote.You can contact us at ********************************************* Thank you!

I recently had an extremely unpleasant experience at Russell Cellular, which I consider to be one of the most poorly managed businesses I've ever encountered. It's baffling how they manage to stay afloat. The customer service at this store has consistently been abysmal, but my most recent visit surpassed all previous negative encounters. As is customary at this location, only one staff member was handling the entire store. After being ignored for nearly 15 minutes, this lone employee finally acknowledged my presence and half-heartedly asked if I needed assistance. Upon checking my account, he loudly announced to everyone in the store that my balance was overdue and didn't seem to want to help me. After making a payment in a system that claims I owe for the current and future service cycle even though the future cycle hasn't ended yet, he still didn't seem to want to help me. I told him that I wanted to upgrade all six of my phone lines because they are nearly paid off. He checked the system again, and again announced to all customers in the store that I still owe a balance on each phone so he's not sure of what I want to do. I had just checked before entering the store and learned that I owed no more than $25 for each phone. This furthered my belief that he just didn't want to help me. Therefore, I'm taking my six phone lines to **** for no other reason than customer service.

*************************,We apologize for the inconvenience you have experienced in our store. ******* should not have been loudly addressing you regarding your account's past balance. We cannot upgrade lines of service or devices if there is a past-due balance. This of course does not excuse *******'s behavior when addressing the past-due balance. We will make sure that this is addressed accordingly as we do not want our customers to feel embarrassed due to a rep announcing things regarding their account such as balance due or past due balances. We apologize again for the inconvenience this has caused you and are sorry to hear that this poor experience has made you want to leave ******** Thank you for bringing this to our attention so we have the opportunity to address it.

They are the worst business I have ever been in. The representative of that business in ******* ** was the rudest person I have ever dealt with in which I never even got a chance to speak about what the problem was and what I wanted to buy. Corporate had contacted me several days ago and was going to get back with me and I have yet to hear from them again. I believe they just don't care about problems and don't matter what happens to the business. I would advise anyone to go somewhere else if they want or need any help with their electronics and or phones. Since then I have talked to several people that have tried to deal with them at that store with having the same problem with them. They have said they would never go back there again. I even talked to ******* about this and they were going to investigate it. I don't even like to give them 1 star.

******, We are sorry about your less-than-ideal experience in our ******* store. We have passed your complaint up to management over the store. Please let us know if there is anything additional that we can do to assist. Thank you!

Purchased 2 gizmo watches for my children for christmas at the *********** russell wireless store and was (automatically) charged 2 $40 set up for success fees, the sales rep set nothing up and when i called russell wireless regarding issue the resolution person offered to give me a coupon for $40 worth of accessories no refund and i was charged $80 for these fees. Ridiculous scam

**********************************************,We apologize for the inconvenience you experienced at our **********. location. The setup for success fees are an automatic charge for setting the device up on your ******* account. It also includes setting up the device if you wish ******* to do so with your data transfer or setting up apple id. It automatically comes back to you as a coupon for accessories as stated on the receipts. We spoke yesterday and did agree to a refund as a one-time customer satisfaction deal which you received at 3:20 pm in store to your **** card for the full $80. We hope we are able to provide you with a more pleasant experience in the future.