Verizon — Local services in Grimes

DO NOT waste your time with Grimes Russell Cellular:

-NEVER called or messaged when any preordered product arrived at the store. Ordered 3 phones. -After 2 1/2 hours in the store this week found out the MANAGER sold our preordered iPhone just 3 days after being delivered to the store to a walk-in customer. NO apology was given. REFUSED to go to another store to get a new phone. Tried to sell an open box iPhone that was stuck on another persons account to us. NO solution was reached (Still don’t have the phone that was preordered). (When you preorder a phone it attaches a phones ID number to that order. So its not just an easy fix as selling a new one) -Any time speaking with the MANAGER it was met with pure attitude after he messed this all up. -Closes store early with no notice when you have an APPOINTMENT scheduled. Completely ghosted.

There were two employees (Brady and Chase) who tried what they could. Even offering to drive to the other store to pick up the phone. The manager REFUSED to...

Swapped out phones with a $700 trade in allowance for the old phone. That was three months ago and the bill has never reflected that credit. I’ve been in three times, the latest time talking to the store manager and he told me he would call me back and take care of it. That was a week ago. Every time I stop in they act like they know exactly what I’m talking about, always promise to call me back and never do. Guess I’m in for a fourth visit. Might want to avoid this store, something fishy is going on.

Update: The trade in was completed in Feb. I started to email correspond with them as they tried to use the excuse they have been trying to call (no record of missed calls or voice mails). They continually would not respond to emails hoping I would go away. I had to continually email them, they will only offer $110 after (5 months later) admitting I was offered a promotion that my account was not eligible for. Very poor service, I'd avoid Russel...

Great experience working with Landon at this store. I ordered my phone online earlier in the day, and was texted when my phone was ready. I went in, and was promptly greeted by Landon. Landon was extremely helpful and even though there was only one slight challenge with getting the phone, he resolved it very quickly. When I asked him if I could let his manager know how great he had treated me, he couldn't find any business cards, so he told me the best way I could let his manager know was " to tell 10 people about this store". In today's world of egomaniacs and idiots, Landon's humility, kindness, and customer service was excellent. I highly recommend Russell...