Business Profile

Mobile Phone Service

Verizon Authorized Retailer - Cellular Sales

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Cellular Sales is headquartered in Knoxville,TN. The company maintains locations throughout the United States but all complaints are processed by this BBB. Accordingly, this customer experience record includes complaints from all of its locations.

Complaints

This profile includes complaints for Verizon Authorized Retailer - Cellular Sales's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

302 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Entered Cellular Sales 2/3/24 & Fia was our assist.Traded 3 phones (iPhone12minix2 & iPhoneSE,2nd gen) plus Apple Watch,upgraded cell phone lines to obtain the trades & added watch cell phone line.All went well, but it's easy to go "well" when 1/2 truths are promised the company has no intent to honor.We were offered an increase in the 3 line plans plus "free" (.23 cents a month)phones over 36 months.She never disclosed $35 activation fee for each item or $35 set up fee from Cellular Sales,but we paid.My watch had to be ordered so I picked up 2/6/24 from ******* & traded in the iPhone SE,2nd gen & watch.******* had some issues,but seemed to have it in hand & I kept receipts.I continued to watch my bill,but 10 days later the credit for the iPhone SE line had not shown up and the watch line was not credited correctly.I placed my first call to the local Cellular Sales,they informed me a different story every time I called.First the watch apparently did not get applied correctly,then the iPhone SE promo was incorrect, next Verizon never received the phone so it was lost.It was a new story every day.I did this for 5 different calls over 7 days.Finally they escalated it to corporate in Knoxville, TN as their error(lost phone).I thought this would be better!On 2/21/24 they wrote up my case.I was asking they credit the phone that was promised on the signed paperwork in the store that indicated the $899 promo would be applied.It was not our fault or job to know what promo applies to what,if anything we should have received at least $499 or half the cost.Corporate said it would be 7-10 business days,I called & not addressed.I asked that be noted.I called a week later,still not addressed,another week later-nothing.Today they called & denied all.No credit,no fix,nothing.I took phone and watch back,paid ANOTHER re-stock fee x2 & they refuse return or refund my previous watch & phone.I am out $450(phone)&$250(watch),re-stocking fees, & activation fees.I want those paid back to me
Business Response
Date: 03/15/2024
Cellular Sales has received the concern. Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.
Initial Complaint
Date:03/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In November we switched from Spectrum to Verizon for our Cellular Business needs. We know some people at your locations in Palm Bay so they brought the devices to us in Flagler Beach and set up the account from my home on a company laptop. Since then we have had nothing but problems. We got 3 devices and they were assigned temporary numbers until they switched to our phone numbers later that day. We then paid for 6 lines for months. We traded 3 devices, 2 of which were less than 1 year old, and were told for 3 Verizon devices 2 would be free and the 3rd would be 10 or 15 a month. We now have a device payment of over $1000. We were told because we switched we would be credited for almost 3 months of services due to current promotional offers. We have gotten shut-off notices every single month. We have called your main customer service several times and were told the issues were rectified and credits were issued. They were not. We called the locations, but the employee would not answer or return our calls. We went to our local location only to be told the only people who could help us were the ones who set it up. This is absolute insanity. I want to end service immediately, credit for all your mistakes, and given 3 devices at least equal to what we gave you. We got another notice today despite multiple texts to your employee's personal phone. Please rectify our situation immediately. Thank you.
Business Response
Date: 03/13/2024
Cellular Sales is actively working the concern to navigate a resolution.
Customer Answer
Date: 03/21/2024
We are still trying to work with Cellular Sales. As of yesterday they HAVE NOT resolved our issue. Further we just learned we have a contract. And it’s for 3 years. Also learned that Cellular Sales only provided the hardware and made all the software mistakes on our account. Yet they are not the provider so they have no means of rectifying them. The escalation department told me yesterday we owed Verizon $1400. In reality it’s almost $3000. We want the money to pay their mistake as well as 3 phones as we gave them 3. They can pay Verizon directly. I don’t care as long as it is handled. While they work on that our case got closed and I don’t know how. Please continue it on. Our case number at Cellular is 908438 and it is handled by ******.
Business Response
Date: 04/03/2024
Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits. Verizon has issued partial credit for billing errors as they are the ones who dictate the billing. The customer has been provided the final resolution and Cellular Sales considers this matter closed.
Initial Complaint
Date:03/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Let me preface this complaint by stating that I had to file complaints with BBB, Oregon State Attorney General, & FTC / FCC in late 2022 - early 2023 for the exact same reason before I could get resolution. Unbelievable that here I am again about 1 year later with the SAME EXACT ISSUE I filed complaints on in late 2022 - early 2023. On January 16, 2023 I purchased an iPhone 14 Pro Max directly from my logged in account on Verizon's website. While filling out the online form for my order, I noticed a trade-in offer of $400 as bill credits over 2-years for a Samsung Galaxy S7+. I accepted the offer and mailed the phone in (as I had one in perfect working condition from previous years) using the pre-paid label I was emailed by Verizon. It is now mid-March 2024 and I HAVE YET TO RECEIVE A SINGLE BILL CREDIT. I have both emails and chat transcripts as well as the order page showing the credit offer, and have provided them to Verizon customer support numerous times. I have been fighting with Verizon to get this credit and I have finally had enough dealing with them to get this credit. Again, as I initially stated, I had to submit formal complaints a year later to finally get my appropriate credit the last time this EXACT SAME THING HAPPENED. Thus, I have decided to lodge formal complaints against Verison AGAIN for the same issue I had a year earlier - NOT RECEIVING THE ADVERTISED TRADE-IN CREDITS SPECIFIED. I will be submitting formal complaints of this grievance with the Oregon State Attorney General & the FTC / FCC. It's truly sad that I have to go through this SAME EXACT PROCEDURE to simply get what was promised to me. You would think, having had this SAME EXACT ISSUE that required formal complaints to resolve, Verizon would be a bit more diligent this time around....but NOPE. It seems the only way to get through to this company is via formal complaints....truly sad..sad...sad.
Business Response
Date: 03/12/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Initial Complaint
Date:03/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
traded in Ipad on 11/30/23 for new iPad and paid for new iPad with credit card, minus the $180 that the sales person *** **** gave me credit. after 2 months visited store since monthly bill wasn't updated sales person said give it 1 more month Now Verizon is charging me for the traded in iPad saying that Cellar Sales did not give it to them when I gave it to Logan Cleaver the day I received the new iPad. So I am being charged for the $180 even though I gave them the old iPad.
Business Response
Date: 03/12/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 03/19/2024
Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed
Customer Answer
Date: 03/22/2024

Better Business Bureau:

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
Date:03/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This location is the epitome of horrible customer service. The employees are unknowledgeable and lie to the customers. They are nasty to the customers and provide zero help. I showed up to pick up a express pickup order. When I told a employee that's what I'm here for they stated "oh well it gone be awhile". After a wait that was not to bad I was sat down. The employee would not give me her name although she had no idea how to set the phone up. After sitting there for a hour she accidentally cancelled the order then told me there's nothing she can do. The unnamed employee told me to go home and reorder it. They charged us for the phone then refused to give us the phone while I was looking at it right Infront of me. There where multiple other upset customers in the store. It is known around town by locals that this store is absolutely horrible. (I know people that got rid of verizon over this store) I have never in my life seen such a small business anywhere in the world that has so many unhappy customers, It is a horrible representation of Verizon which I am in disbelief they allow this.
Business Response
Date: 03/11/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer Answer
Date: 03/15/2024

Complaint: ********

I am rejecting this response because:
Called back and was told I would hear back but did not.

Sincerely,

******* ******
Business Response
Date: 03/26/2024
Cellular Sales has an update for this customer regarding this issue, however we have been unable to provide the update to the customer. The customer can reach out to us at any time by calling 877-851-0649
Initial Complaint
Date:03/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2023 I think it was 17-19 one of those days.. I went in to take my sister off my plan and put my dad on instead. the sales person…. He “Up graded my phone.” Said he did and went about it so it was upgraded and then put it back on the account for the lines. It was saposte to be $599 off 600 something. That then fell under my original phone and it would be less then $1 on my bill per month for 2 years. After I got home I looked at the papers it didn’t seem right so I went back the next day and talked to him he assured me this is how it is. The next bill came. he stated sometimes it take 2 billing cycles. It was the same so we called in to the headquarters people. They said yeah it would be put back in cause it should have went through. “Give it 2 more billing cycles”. Each time I called myself after the first 2 times I kept getting the same bit and answers from them. Untill now in February 2024 I spoke to a representative and she told me that he never did what he said he did and that the credit would not be applied. I do not understand why none of the other reps told me this before. If I was going to pay full price for a phone for my father I would of gladly gotten him a brand new generation iPhone. I have come to terms I’m stuck with the bill BUT, I want it to be known that this happened with this sales person and the representatives over the phone for Verizon. It is not right and I truly hope it never happens again but if it keeps happening then may this go into any stack of complaints against either Verizon phone reps or their sales people at any of their authorize retailers especially this one. Also they moved to a new location this year ***** ******** **** ** ********* ** ***** ( it’s basically across the street down the road a bit). The new address was not an option on here. I thank you whom so ever took the time to read this. Sorry for the bad grammar.
Business Response
Date: 03/01/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 03/06/2024
Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at 877-851-0649.
Initial Complaint
Date:02/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 22, 2024 I visited the Verizon store to add an additional line to my already existing Verizon account. I personally brought in my own device which was an I phone 14 which I had from my previous US cellular account. Services requested were to activate the bring your own device as a new line to my account, as not other services were required as it was a phone owned by me. Verizon activated the line, and without my authorization has been charging me a reoccurring device payment for the account now for 5 months. I have spoken with Verizon on multiple occasions as outlined below to have the issue resolved and continue to get the run around due to a lack of information and records in their system per the customer care representatives. December 23, 2023 - Spoke with customer care representative at 8:37 am - representative told me that the issue was resolved and appropriate credits would be applied to my account. Dec 26, 2023 - Spoke with customer care representative at 8:27 am as e-mail to confirm my discussions on the 23rd had not been received. Customer care representative told me again that the issue was resolved and appropriate credits would be applied to my account. February 28, 2024 - Contacted customer care a third time - spoke with RIO who stated there were limited notes in the system from previous discussions - Phone is still active with device payments on the account. Stated he cannot make any changes due to past notes being not good and poor documentation. Requested to speak with a supervisor and was placed on hold for over an hour. Transferred to a new customer care representative ****** - continuing to get the run around and have been unable to cancel the account as they customer care is stating I have to pay the balance on the device to cancel the account. Balance on the device is listed currently @ $ 1041.91 after 5 payments of $ 10.56
Business Response
Date: 02/29/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer Answer
Date: 02/29/2024

Complaint: ********

I am rejecting this response because: the issue has no resolution at this time.
Willing to accept closure once issue has been fully resolved and all applicable credits have been applied to the account. Requesting closure by contacting me does not resolve the issue

Sincerely,

***** ******
Business Response
Date: 03/26/2024
Cellular Sales has reached out to the customer to discuss the update on their concern and the customer has advised they are not interested in discussing the matter with us. The customer may call us if they wish to discuss further at 877-851-0649, and we will attempt to navigate a resolution.
Initial Complaint
Date:02/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last summer my husband and I visited the Cellular Sales store in Portland Maine. We live in the Netherlands and were visiting Portland for a few hours during a cruise. At that time my phone wasn’t working properly so we were looking to buy a new iPhone 14 Pro. After explaining to Cellular Sales sales person **** ******* that I live in the Netherlands and a Verizon contract would not work for me, he informed me I could buy a new iPhone at his store without a contract. The iPhone would be locked for 60 days, but after 60 days I would be able to use the iPhone with any carrier including one in my country the Netherlands. So I purchased a new iPhone 14 Pro (see attached receipt). Since I was under contract with my carrier for another few months and that carrier does not support eSim, I left the phone in its box. (If I would go to a new carrier earlier I would lose my cell phone number.) On January 30 2024 my new contract with eSim started and I was excited to finally start using my new phone. But it didn’t work… Apparently the iPhone is still locked. In ’settings’ of the iPhone it states: ‘Carrier Lock. Sim locked. This device might be restricted to the original carrier and/or have certain capabilities limited. Contact your provider for more info.’ I emailed and called with Cellular Sales and Verizon several times and none of them offered a solution. Today I learned from my carrier Simyo that their eSim won't work on the new iPhone 14 Pro because the model is not supported in Europe. So **** ******* sold me an iPhone I can never use in Europe while I explained him that I wanted to purchase an iPhone for use in the Netherlands (Europe). He guaranteed that the iPhone could be used by me with any carrier in the Netherlands!
Business Response
Date: 02/27/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 02/28/2024
Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits. The customer has been provided the final resolution and Cellular Sales considers this matter closed.
Customer Answer
Date: 03/01/2024

Complaint: ********

I am rejecting this response because a solution has not been offered. I have been mislead by the sales person. He should not have sold me a new iPhone which cannot be used in the Netherlands, while he was clearly informed by me that I only wanted to purchase a new iPhone if I could use it in the Netherlands.

Sincerely,

** *******
Initial Complaint
Date:02/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been fighting for 2 months since Jan 10 to get the credits that were promised for 2 new phones and 1 watch I purchased. Salesman was no help, just tossed his hands in the air and said "sorry can't help". I contacted Cellular Sales Customer Service who acted as an advocate. They did get me some credits but not all. I am still due $200 credit for the watch, but they said they can't do anymore. Case #898190.
Business Response
Date: 02/23/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 02/24/2024
Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.
Customer Answer
Date: 02/29/2024

Complaint: ********

I am rejecting this response because: I am still due $200 credit. I did talk with Cellular Sales Customer Service on many calls for many hours, trying to get this resolved. The Customer Services Reps understood my point of view. They are not where my issue is. It's with the Sales team at the local store. My situation is similar to buying a new car with a trade-in. You know the price of the new car and you know what you are going to be credited for the trade-in. With Cellular Sales, they put in writing the price of the new phone, but won't put in writing your promo credits. It takes weeks, sometimes months, before you receive any notices of credits. When you do, the amount can be a surprise. Most of the time, the credit amount is lower than what was quoted.
I understand they are closing the case and there is nothing else on their side they will do. The purpose of this BBB complaint was to make other consumers aware of the games Cellular Sales plays.

Sincerely,

********* ****
Initial Complaint
Date:02/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a prepaid sim card for a relative visiting from Europe to use for a week. The person already had a sim set up for use so I went to return the unopened/ not activated sim at the store two days later. The man in the store first told me that it was not purchased at that site, then said that the number didn't match the sim card so could not refund. I pulled out the receipt and the employee said that the receipt did not match the card, despite my name being on the receipt. I asked for the nice man who sold it to me and was told he was on vacation and couldn't be reached. I suggested they check the security cameras to see that I was there making the purchase, I also had the card the purchase was made on. He reufsed to help and asked me to leave. I stood up and asked openly in the store which employee could help. A manager immediately took the reciept and said that he refunded the card for the sim card that had not been activated. I asked him for a reciept and he printed it out. The total I was charged was $59.25, he refunded me $21.54. I asked how it came to that and he said that the $35 set up fee was non refundable. There is nothing on the bill which states that it is non refundable, and in fact I was not made aware of this at the time of purchase. The card had not been activated or used and they were working very hard to keep me from getting my money back. Truly did not enjoy the first employee directly lying to me. Obvously they are used to getting away with fraudulent behavior. I would like a proper refund , I am due a refund of $ 37.71.
Business Response
Date: 02/23/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer Answer
Date: 03/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Now just waiting to recieve the agreed upon solution in the mail.

Sincerely,

******** ******
Business Response
Date: 03/05/2024
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Verizon Authorized Retailer - Cellular Sales is BBB Accredited.