Verizon Authorized Retailer - Russell Cellular

The help that I received purchasing my phone was excellent. It was pretty seamless and Kayla did a great job of explaining everything. The overall time to make the purchase and out the door was not long at all.

The folks at Russell Cellular in Middlesboro were extremely helpful. The sales team was pleasant and willing to give good advice in regards to my phone. And they were wearing masks - a nice change from my typical experience in this area.

Jillian is a beautiful person and a good worker in this store. She is so helpful. She’s the reason why I keep Verizon!

Today I went in to the shop and spoke with Jillian. She went above and beyond to make sure my father in laws phone was back up and running. You see my FIL has dementia and had no idea that his phone wasn't working. For 2 weeks we couldn't reach him, so we drove down from PA to check in on him. I could see his bill was current because he had receipts less than 2 days old showing he had an open balance. I called Verizon's 1800 customer service and I kept explaining his phone didn't have a sim card, so the representative refused to help me since I didn't know the pin on my FIL account, again he has dementia and didn't even know he had a pin. So I figured going in to the local store might help, boy was I right. Jillian helped me figure out the pin by process of elimination, then discovered my FIL's phone was a 3G flip phone which of course wouldn't have a sim card, and it was OBSOLETE! To avoid losing $175 credit on my FIL account she contacted customer service and calmly explained our situation, and verified if I bought a new Verizon prepaid phone from Walmart they could transfer all available credits to my FIL new phone, and allow him to keep his same phone number. I can't stress enough my thanks, and her ability to take one less boulder off my shoulders in making sure my FIL has access to a phone, and us the ability to call in on him. Thank you Jillian, and thank you Michael for making me smile by sharing your own experiences. You both made an exhausting/stressful day so much lighter to bear, and made me feel less like a customer and more like a distant relative visiting from out of state. Your kindness will never be forgotten.

Great customer service! Jillian took care of us and switched everything over and was very nice.