Verizon — Local services in Big Stone Gap

I'd discourage anyone from ever visiting a Russell Cellular location. Chris, a manager at this location, helped me purchase 2 phones while he was working at a Russell Cellular location in Johnson City. I had the worst customer service experience of my life. It took me 11 hours to activate and transfer data to 2 new phones and trade in 1 phone, including visiting another Verizon store, calling Verizon customer service multiple times, and talking to Apple Support. My simple request of Russell Cellular was that I be refunded the 2 $40 "Set-Up for Success" fees. I absolutely was NOT set up for success for many reasons. I was told to call Russell Cellular Customer Service to request the refund. I called them 3 TIMES and was told different things by different associates. I was told someone would call me back on the first 2 calls, but no one ever bothered. I'm writing a review for Chris here because, out of desperation and due to the fact that he was the original associate I worked with, I reached out to Chris. He seemed to genuinely care, which was encouraging. He said that his District Manager, Mike, should be able to issue the refund. He said that Mike was on vacation but would be back last Wednesday, and he reassured me that he would get back to me as soon as he spoke with him. I hadn't heard anything, so I called this location today. The woman I spoke said she tried to connect with Chris but said he wasn't available. I asked when he would be back in the store so I could call back, and she said she couldn't share that information with me.

In summary, Russell Cellular is a crooked, dishonest, company with associates who will repeatedly give you the run-around. Incompetence is also at play here, but the main issue is that this company simply doesn't care about customers or doing the right thing. They should all be ashamed...

Chris came down from the norton store to big stone.So I go in to get a galaxy watch he mislead me on what I was paying I paid around 125 he says that is activation and fees and taxes and my bill will go up 12 to 14 dollars a month so I get my bill and it is like 72 dollars higher I call him he says o that is activation fee I said you told be that was the 125 I paid he said no that was just our fees have my 2nd bill now and it is up 27 dollars and he tells me it would be 12 to 14 so he tells you what ever he has to to make a sale if you use verizon go to a actual verizon dealer not...

They will not stay in business very long. I went to a corporate store in Kingsport Tn. After having a bad business interaction with this business and got what I needed. This is a contract store and the manager ran off my business, if I owned this business, I would be looking for a new manager before this business goes belly up.

This shouldn't matter but it's worth noting because this business had my account pulled up when this bad interaction happened, and that made them aware I am U.S. Army Disabled Combat Veteran. I hope no Combat Vets get treated the way I was...