Verizon Authorized Retailer - Russell Cellular

I visited Russell Cellular at the following location on 1/6/2020: 10930 Lakeline Mall Dr, Austin, TX 78717nnI purchased a blue iPhone 12 mini. I wanted to pay for the phone outright but was told that I could only pay for the majority outright and the rest would be added to my monthly payment. I ended up paying $774.70 that day with the remaining amount added to my monthly bill.nnOn 1/10/2020 I returned this phone. The employees were having problems issuing a refund. I was told that the way that the phone was sold was non-standard and was causing problems with the refund.nnThat day they took my phone after working with them and told me that it would be credited back to my account. It never was.nnI have now been to this location 4 times trying to get them to return my money and every time I am told that they will have somebody call me back. The people there don't have the authority to refund me and are unable to contact anyone who does.nnI have taken time off work to get this solved multiple times. I have never received a call back from anyone. Everytime I go there I am told there is nothing they can do. I have even contacted their online support weeks ago and never received a response. It has now been almost 2 months that they have had my phone in their possession and are refusing to give me my money back. This is theft and its illegal.nnI will be going to this location one more time and I will record my interaction as my final piece of evidence, along with text messages from staff. If they once again refuse to refund me the money, I will be taking them to small claims court and requesting reimbursement for court fees and time lost.nnI highly suggest avoiding this place. This is the worst experience I've ever had with a business in my life.

Went in looking for solutions. I was greeted promptly in a friendly and professional manner, shown all my options and was able to make an informed decision instead of pushed into a phone and plan that may or may not have fit my needs. 5 stars to Shay, and the whole team

I love this location! From the 3 times I’ve been in so far, the staff greeted us right away, didn’t wait long before being helped. Walked out with 2 brand new iPhone 12 Max with an amazing buy 1 get 1 free promotion. Staff is really nice, funny & very helpful. I have had nothing but great experiences.

Worst customer service ever! Waited for nearly an hour and a half to still not be seen slow but don't check on the other customers that are waiting to see what the really need. No sign in People just standing around old management was way better than this before Covid. Would recommend going to a corporate store before going here this would be my last resort

A laundry list of disrespectful events. If you don’t want to read this just know it was HORRIBLE dealing with these people.nnI walked out WORSE than how I walked in. If I could give them less stars I would. They are only authorized retailers from version they are not corporate offices from version. This means you get charged a $25 just for doing business with you. They is always one employee MAYBE two employees helping everyone. I went in a five times and I was only able to get service once.nnI ordered a phone and it took ten days to come in, then no one called me when it was ready. However the employees failed to inform me I only had 15days to exchange my old phone. Then once I tried to exchange it in stores they told me to do it online. I tried calling customer service but I was on hold for 2 hours. At the end of the day I wasn’t allow to exchange my phone but I was charged for the “service”nnThe list goes on.nnOverall HORRIBLE experience