Verizon — Local services in Streator

This place is horrible. Everybody I have dealt with in there needs to be replaced. They charged me a $35 activation fee three times for one phone. And when I asked them about it they gave me there are three different $35 charges one is an activation ones a set up and something else. Then when they finally admit they made a mistake because I showed him the bill where they charged me two activation fees they said it would be credited next bill cycle and here we are three bill cycles going into the fourth one and still no credit. So then the store gave me a coupon and when I went in there to use it the employee had no idea how to enter it. They had to take parts off my old phone to make the new phone work. Three months later the phone stopped working I go in there and they say that they are not actually a Verizon store they are third-party retailer and I should try contacting the Verizon. I again ask them about the credit for the $35 activation fee I paid for three times and he said it would be on the next billing cycle as I am told every time I go in there. The one time I went in there the guy was standing at the front door smoking with his girlfriend as we went into check my account on the overcharge he was asking me all my personal information in front of his significant other as she was sitting next to him very unprofessional. As I went in there today to ask about my credit again there was a guy in front of me asking why he was overcharged $35 fee and they told him the same thing wait next billing cycle. Seems like a common thing they overcharge you and then keep giving you the runaround hoping you will give up or forget about it. I could go on for another two pages but Google is telling me I am out of space please...

I’ve been a Verizon customer for over 7 years and live in CA. This year for Christmas, I purchased new phones from my Verizon Authorized Retailer in CA and had them shipped to family in IL since I knew I would be in IL for the holidays. Verizon rep in CA tells me it would not be a problem completing the trade-in part of the purchase in IL since I would not have the old phones until I went to IL. So, Christmas comes and I take the old phones to this Verizon Authorized Retailer-Russell Cellular in Streator, IL and explain what I wanted to do to the rep who was working today. His response was “I’m not taking the responsibility for that” while literally laughing in my face!!!!

I was shocked and asked again and he again says “Yeah I’m not taking the responsibility for that.” I explained that I only had 15 days from the date the new phones were delivered to trade in the old phones and that I would not be back to CA to do it there until after the 15 days are over—which means I would not get the $650 credit per phone for trading them in and I would now have to pay the full price for the two new iPhone 13s. His response was “How much did they give you for trade-in?” When I told him and added that the Verizon rep said it would not be a problem to do it here, he responded with “Yeah cuz they wanted to sell you new phones….well, there’s lots of places around town to ship the old phones back to Verizon. That’s what I would do.”

I was LIVID!!!! I’ve never received such piss poor customer service from Verizon EVER! If I could leave zero stars, I would. This rep needs to be fired!!! Don’t go here if you need something from Verizon. They most certainly do NOT represent the customer service I’ve experienced from Verizon...

Like any non-corporate cellular store there's no accountability. The employee's are the definition of bad salesmen and the products are way overpriced. Also, because it isn't corporate there is little to no support for business customers. Like most non-corporate stores there's about 1 employee who knows how to deal with business customers so if you go when that person isn't there you are out of luck. Don't get me wrong, the staff seem very friendly. But that friendly attitude comes off as a front in order to make a sale. Each time I go in there they attempt to upsell me in a way that doesn't benefit me (which in sales is the only good way to...