Verizon Authorized Retailer - Russell Cellular

Shay Money

On May 12, 2022, I went into the Russell Cellular store in Lewisville, Texas, because Verizon was offering a promotion for a free iPhone 13 with trade-in. I walked into the store and asked if my phone qualified for trade-in, and the acting manager (Brandy, who normally works in Cleburne, Texas), told me that since we had been Verizon customers for such a long time, that my phone, an iPhone 8+, would qualify for the trade-in through a loyalty discount. She told me that she would make a manual adjustment. Before I agreed, I confirmed with her that my monthly payments would be $0.27/month after taxes and activation fees. At that point I paid the taxes on the phone, and then Brandy told me about a special they were running on the Apple Watch, so I purchased that as well. When the first Verizon bill arrived, I saw that I had been charged the full $800 for the new iPhone 13, which I was promised would be free through a loyalty promotion. This was a broken promise made to me by Russell Cellular. I have been charged $22.50 monthly ever since, with a "trade-in device promo credit" of $5.55 monthly, and this will be my monthly charge until the full amount of $800 has been paid. I have spoken with the Russell Cellular conflict resolution team repeatedly, and they side with store management, who now claims that I was never offered a loyalty promotion. I visited the store again in person multiple times and learned that there was no permanent manager at the Lewisville, TX, location. I called Brandy on the phone at her store in Cleburne to plead my case in hopes that she would remember our interaction, and she was extremely rude to me, acting as though she had no time to help me. So, my case was lost in the shuffle, and my trade-in is long gone. I will continue to be billed for a monthly device payment for the next three years unless I take legal action. I highly recommend steering clear of Russell Cellular to avoid this kind of broken promise. I’ve reported them to the Better Business Bureau.

Jim Armstrong

Absolutely outstanding service and support from Brianna

Holly Pierro

Raven helped my mom with setting up her very first iPhone. She was very helpful and patient through the whole process! We really appreciated her.

Dexter Gray

This location is cool but lacks real leadership. Raven needs to be promoted ASAP. From my experience she has what it takes to keep the ball rolling. She alone is a great rep for this location and has exceptional patients.