Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Russell Cellular at ******************************************* has been the main issue with all of our ******* complaints. They clearly state on the invoice that they are legally required to review disclosures regarding my device purchase and this location did not review any disclosures at all or highlights of the disclosure. We left believing that we had received a one time promotional credit for the trade in of our phones. The simply said you will see a promotional credit on your bill. Nothing about a 36 month agreement and this was after being lied to about our new construction definitely being able to get ******* Internet. If we hadn't been told that we would not have upgraded our phones with ******* period. They also told us that we would be able to switch providers immediately and failed to mention that the phones would be locked causing us hours of frustration. This location needs some serious training or maybe just to be shut down. Their customer service is terrible and cannot tell a truth to save their lives.

  Business response

  12/19/2024

  Dear **** *******
  
  We apologize for the inconvenience youve experienced with our ********, ** location. We understand that how frustrating it can be when you feel as though things are not disclosed to you at time of purchase.
  
  We have investigated this situation and found that there were signatures on the device payment agreement, which goes over any mandatory disclosures for consumers. If you would like a copy of your agreement, you will have to contact ******* directly. All disclosures pertaining to our company policies are stated at the bottom of your sales receipt.
  
  Once again, we apologize for any inconveniences or miscommunication and we hope you have a happy holiday.

  ******** *.
  Customer Resolution Specialist

  
  

  Customer response

  12/19/2024

  Complaint: 22701743
  
  I am rejecting this response because:

  As someone who probably owns a cell phone you know that there is not enough time in store to go through the paperwork with a fine tooth comb. Trust me I would if I was given the opportunity but then your sales **** would make 1-2 sales per day. Your representatives should be verbally going over the main points such as this is a 36 month promotional credit so that customers are not misled to believe that it was a one time promotional credit. And should not verbally tell customers when asked that they will be able to switch providers whenever. If fact the **** told us just go ahead and sign no one reads that and didn't offer any info as to what was included.

  They should have known that the devices would be locked so that we could have avoided 3 weeks of trouble. We tried to port out because this is what your company told us in store and lost service for 24 hours because of it. You obviously do not care about your customers or being honest and up front with them. I was originally mad at ******* but now I know that it is truly your bad business practices to blame. Out of all the BBB complaints that I've filed related to this issue you are the only company to not reach out to me personally. You have bad business practices and I'm surprised that ******* puts up with you. If I had to guess your company loses ******* customers left and right with your poor business practices and lack of customer service/relations.
  
  Regards,
  
  **** *******

  Business response

  12/20/2024

  Dear **** *******
  
  We apologize for any misunderstandings. We have made the upper management aware of your concerns regarding the possible miscommunication regarding the legal disclosure pertinent to consumers.  ******* has disclaimers within all websites for consumers, as well as all ads posted within stores or billboards and in their television ads.  The promotions that Russell Cellular offers are dictated by ******* as we are an authorized ******* retailer. All promotion guidelines are dictated by ******* and must be followed.Any disputes regarding the way promotions are applied must be taken up with ******* directly.
  
  In regard to devices being carrier locked, all devices purchased from a carrier will be carrier locked for a certain period of time that is determined by the carrier. To purchase an unlocked device, you would need to purchase directly from the manufacturer, or a retailer not attached to any specific carrier.
  
  We want to thank you for bringing to our attention any retraining that may be required to provide better customer experience in the future.
  
  We hope you and your family have a magnificent holiday season.
  
  ******** H
  Customer Resolution Specialist

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Employee at Russell Cellular sold us a promotion ******* had for switching to ******* from ***** Promotion was said to be two gift cards $500 each for both paid off **** phones we brought over to *******. We made the switch and never received the gift cards. We called ******* and found out the promotion was a monthly credit to our phone bill for 36 months that would total $500 in the end. Due to the wrong information we now owe **** $1,119. We would have not switched over if we had known the true promotion of a monthly credit. We feel scammed and left in a bind. That employee has been let go since then but no help was given to us.

  Business response

  04/15/2023

  We are committed to providing our customers with all information on the phone they're purchasing.We apologize for the miscommunication that sparked your review, ********************Please contact us at ********************************************* so we can look into this and help you out.

  Customer response

  04/17/2023

  Complaint: 19893573
  
  I am rejecting this response because:
  I have received this response before and they still have not given me any solutions or help. Its like an automatic response 
  Regards,
  
  *******************

  Business response

  04/18/2023

  ***, 

   

  I do not see that you have attempted to reach out to us about this issue. If you don't reach out we will not be able to assist. Please reach out to ********************************************* 

   

   

  Thank you.

  Customer response

  04/18/2023

  Complaint: 19893573
  
  I am rejecting this response because: I did reach out to the email sent and got the run around.
  Here are screen shots where I did.
  Regards,
  
  *******************

*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. ↩