Verizon — Local services in Grove

The girls there were kind and helpful when we needed to buy phones, eager to satisfy when profit was to be made, but on our second visit they were both visibly in a bad mood and this reflected in their communications with customers. My biggest complaint about the overall business aspect is they failed to notify me that my trade in was not going towards the value of the new phone, but would instead be “trade credits”, meaning I would be forced to remain on the same contract or else forfeit the “trade value”. This means I traded my IPhone that I owned completely for virtual credit that will be lost if anything happens with the contract (I would lose both phones). The way it was explained to me was that my trade went directly towards the price of the new phone. This is my first time ever trading phones as I would always just upgrade if I needed to, and I had been with AT&T for YEARS before this. I paid the phone I had off before and then started going through my divorce and needed to switch companies, so decided to get on my brother’s plan till I figured things out, so I was completely ignorant about the process. That said, I can chalk that up to my own ignorance for not doing my research, understanding the contract, and asking the right questions, thus letting salesmen con me (though I do believe it should be the standard to be upfront and conscious of customers, instead of misleading to push sales)... The thing I will not excuse is treating your customers that have not been rude or disrespectful in any way rudely and in a disrespectful manner. We noticed the tone of voice when Kelley was talking with the gentlemen ahead of us, but thought maybe they had been rude to her. When our turn came up she was immediately snappy, sarcastic, and audibly aggressive. When we went to her desk, the other lady piped up from her desk and was equally aggressive, speaking in the same manner. I don’t know if they were upset to be late to a New Years party, or maybe had a bad day altogether, but there is absolutely NO excuse for taking out their frustrations on customers that have done nothing wrong. I really liked the atmosphere of the store from my first impressions, but that’s why I never do a review after just a single visit, so I’m only giving two stars for now. Would be nice to see the culture of “Russell Cellular” improve and be more conscious in their business in the future, because this type of behavior is the FASTEST way to turn away customers, and hopefully those girl’s New Year goes better for them and they can start 2021 on a more...

Very poor service. Nobody even answers the phone and the voice mailbox was full. I went in on Sunday to get a new phone, it was the last day of the Verizon promotions on that phone. They didn't have it in stock which is crazy given that it's a popular newer model. It had to be ordered. I verified that it would still be that deal even though i didn't have to pay up front and was assured that it would be. The phone was supposed to come in on Weds and by Thursday I hadn't heard anything so I called. Again it took forever for anyone to answer. It finally came in Friday buti didn't get a call that it was in until 6pm. I went Saturday morning to get it and waited 15 minutes to even have the person ask what I needed. Only to be told that the girl there Sunday who said I'd get the promo pricing was wrong and I'd have to pay full price. And she made zero effort to even contact Verizon directly to see if they'd honor the price. Had I known how awful their service was, I'd have just gone to Joplin Sunday in the first place. I wasted 2 hours of my time driving back and forth and waiting to be helped just to be blown off and lose the deal which was a $15/month savings on the...

The absolute worst cell phone store I’ve ever been in. First let me say they are NOT a Verizon store. They are an “authorized retailer “. Which means that they don’t have to follow Verizon policy. They charge whatever they can to make as much money as possible, they don’t care about the customer, it’s all about profit. After I traded my phone in to them, someone mysteriously got my account information and spent a bunch of my money. I wonder how. Then, they sold me a defective charging cable and said that I’d have to contact the manufacturer for a replacement. They don’t offer a veterans discount, like Verizon does, and to top everything off, I haven’t met a kind person in this store yet. I doubt they could hire anyone that had scruples, because they would feel too bad robbing everyone that walks in the door. I will never return to this establishment, and I suggest that if you need a Verizon store,...