Verizon — Local services in Cookeville

Never have I ever had an experience like this one in any customer service atmosphere. Had originally went in to upgrade my phone that I was very excited about doing and was given a price that seemed wrong. Although I have never bought a phone by myself. $270 seemed a bit much for an upgrade for a phone I had finished paying off last year. I asked for a breakdown and Shana told me she could only say that it included a phone case, screen protector, and charger that I HAD to get and was unable to negotiate with. I then asked for a price of the phone because I assumed it was the taxes that I was paying and was told she did not know and it did not matter because I would not be able to buy the phone outright. Which I knew, but was still curious. After reading the terms for about a minute, she told me I needed to make a decision now or else the offer would expire. As I was reading she also said very rudely, "This is your first time buying, isn't it?". Yes I understand, I may be ignorant over the topic, but because she was not able to answer any question I had, I had to educate myself. After calling customer representatives, I was told everything Shana Bean had told me was a lie. No, you do not need to buy a phone case and screen protector when getting your new phone. And yes, you can also trade in your old iPhone (thankfully mine was in perfect condition other than a crack in the back, which I was told was okay) for a discount,. I ultimately was able to upgrade my new phone at a price of $116.41 with no change/ price increase in my monthly plan. Cannot wait to pick up at the Jackson location! If it were not for me being in university and studying business and law, I would have let this slide, but beware of this location for attempting to oversell you and contact either the Jackson location or customer representatives first. Praying nobody else has an experience like I had here and that this location does not prey on another person like me who may look young and dumb, but came out with about $200 still...

Have had good experiences in the past, but this last time, I will Never go back, nor recommend to anyone. My husband and I went to Russell the end of September to replace my phone that was lost and upgrade his phone. After being talked into a phone I didn't really want, the S9+ ( I wanted the note 8) , we purchased 2 s9+ phones, got a "free" tablet and completed paperwork fully prepared to have our bill around 180.00 a month. Imagine our surprise when I got an email from Verizon saying over $400.00 first bill 2 days later!!! We called the store and were assured it was a mistake, don't worry about it. My husbands' screen protecter came off 6 days later, back to Russell for another. They did replace it, but informed my husband they were'nt responsible after that. We are now 9 days into our 14 day so called change your mind period. Verizon still says our bill is over $400, so I call again and was told they'd check into it and call me back. After 2 days of not hearing anything, I call again. And again. I finally get answers 2 days later, after the 14 day window has expired. The sales lady explained she's sorry, she was new and didn't really know what she was doing....but she really was sorry, there's nothing that can be done. So, we have a tablet with a it's own phone number and line access, 2 lovely phones that eat screen protectors on a biweekly basis, and a bill we can't possibly pay. After talking with Verizon directly, they have helped us a great deal and I am forever thankful to them for that. Bottom line is, Russell Cellular is not an actual Verizon store, they don't know what they are doing in most cases as far as customer accounts go, and they are only interested in the...

Save yourself the trouble, hassle, and stress, and go to the actual Verizon store on Jackson to get taken care of. I have received service from this store for three months, and for every single month, I have had billing issues. I have been overcharged for services every month, and since I have a business account, it seems like there is only one person in charge of my account: Tiera. Apparently, Russell Cellular is unable to fix any billing issues; they have to call Verizon directly and fix any issues. I have been more than patient with Tiera to fix my billing issues. She has stated that their system is crashing, that their Verizon Representative/Liaison has not gotten around to fixing our billing issue yet, but its been three months! I understand that their system can crash, that people are busy, and that she has customers to deal with, but I have been more than patient to get this issue resolved to the point that I am fed up with their customer service. As I write this review, our billing issue still has not been resolved. Like I said, go to the Verizon store on Jackson to get service because they are the actual company, not a subcontractor like this store that cannot be held responsible for...