ComplaintsforRussell Cellular Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We went to Russell cellular in ********** la to upgrade our ******* phones. We were not aware this was a freestanding company that is contracted out through ******* at the time. The sign on the building said *******. ************************************* was our sales rep whom we did business with. We upgraded our phones that day and were told to leave our old phones in the store and they would mail them back to *******. Once ******* received them, we would get credit for the returned phones. After a couple of weeks we received a call from ******* stating the had not received the phones and we would be charged for them. We reached out several times to the Russell cellular store and they said the phones had been mailed off but inventory was backed up and to continue waiting. I filed an investigation to have them pull the camera footage. I received a call today from Russell cellular resolutions team and spoke with *******. She said the camera footage does not show us leaving the phones. She was very rude and said the camera footage does not lie. I assured her we left the phones and all we took with us was the new phones and our old phone cases. She said again I was not telling the truth and that we took the old phones with us. I asked for her to reach out to the sales rep *********** and she said he is no longer employeed here. She said I would have to have an attorney subpoena the camera footage to be able to review it myself. This business is crooked and needs to be closed down

  Business response

  04/23/2024

  *******************************,
  
  We apologize for the inconvenience you have experienced in our ********** LA location. Several team members including management have reviewed the camera footage and have confirmed that no devices were left in store when the upgrades were done. This has been notated to the ******* account as well so they are aware that camera footage has been reviewed and no devices were left behind. There is unfortunately nothing more we can do to assist you with this situation as the devices left the store the day of the upgrade.
  
  *******
  Customer Resolution Specialist 

  Customer response

  04/23/2024

  Complaint: 21590212
  
  I am rejecting this response because:
  
  
  The responder is the employee that I have dealt with on the investigation and I do not feel like she is giving me a fair chance. She would not listen to anything I had to say. And I am 1000% certain that I left the phones with ************************************* that day at Russell cellular. ************************************* is no longer employed with Russell cellular which raises red flags for me. I do not lie and have never stolen anything in my life. This not only affects me financially, but is speaking about my integrity. I will have an attorney submit a subpoena for me to review the films myself and go from there.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/23 i wenr into russell celluar in **********,to take advatage of a promotion. New phones were *******, with our trade ins they promised to give us 800 back, deal include free watch or tablet. I choose the watch. They said we would have to wait 2 billing cycles to get the rebate. No rebate back as of yet. The manager and the sales man were both fired and did not submit the paper work into corp to get a reabate. New manager states "dont worry i got you". Still no resolution. I called customer resolution. They said no paperwork found. This is fraud. I got no credit for our trade in phones, they are now charging me 300 dollars for the watch,which was supposed to be part of the promotion along with the 800$ for the rebate. Custumer servive rep at customer solutions "******* was down right rude and nasty. I want my rebate of 800 per phone like i was promised and my free watch. We got 2 phones, traded 2 in and have recieved nothing. This is fraud.im filing complaint with attorney generals office. Employee was supposed to file proper paper work for these rebates and never did. Im the customer,i dont know what paper work corp needs. You cant get anyone on the phone to help you. Cant get ahold 9f anyone in corperate. I would not recommend this company to anyone. They rip you off and dont want to correct their errors. Qhy even have a promation if youre not going to honor it.

  Business response

  04/05/2024

  ***, 

   

  We have been speaking since Wednesday and you said you were going to look for old phones and call me when you got to the store. Please feel free to call me back at ************ if something has changed as i have not heard from you since Wednesday.

   

  Thank you

   

   

  Customer response

  04/11/2024

  Ive been in touch with russell cellular corp. I asked if they would except 2 other phones that are from their list of what would be excepted. I recieve the list and sent in 2 more phones. ***** the store manager sent them un for me along with his paper work. I then emailed ******** a corp representative to notify her they were sent. She emailed me back stating i must wait 24 hours now to see if the second set of phones would be approved or denied. I clearly told her i am not interested in a parcial credit, i want the full credit which is what i signed up for. I am now waiting to see what the results will be. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My faience and I went in to get her a new phone at your store in *************. It started off great the employee got as far as completely setting up her new I phone 15 pro with her Apple ID and switched her phone number from metro by ******** to ******* and had it on the iPhone 15 (it was completely set up) then he proceedes to tell me that he cannot sell me the phone because my account has to small of a finance limit after taking her current phone off of ********* then he proceeded to tell us we have to add the line to my plan for her to have service on her phone again so now we pay an extra $15 a month for her service and we were charged $40 just for him messing everything up if it was up to me I wouldve kept her phone on the cheaper plan at ******** rather pay $40 For his mistake he shouldve checked my credit on my account before transferring her number from her current account! Not to mention everytime I go to one of your offices I end up leaving very dissatisfied with my service!!! Please do somthing about this!

  Business response

  04/05/2024

  ***************************,
  
  We apologize for the inconvenience you have experienced in our store. We are willing to do a refund of the set up for success fee due to the poor experience for customer satisfaction. We have the option of refunding it to the credit card that was originally used in store or we can issue a refund check from our home office in Southern ********. Please reach out to our ********************* at ********************************************* to inform us of how you would like the refund to be issued to you. Again we apologize for the inconvenience and hope we are able to provide you with a more pleasant experience in the future. We look forward to talking to you soon. Have a wonderful weekend. 
  *******
  Customer Resolution Specialist

  Customer response

  04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would also love the refund to go back on the card used in store.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 13, 2024, I walked into a Russell Cellular store looking for a new case for my iPhone 14 Pro. They didn't have the type of case I was looking for, but as I was leaving, the clerk asked me if I would be interested in upgrading to the newer iPhone 15 Pro or Pro **** I had been thinking of doing this within the year anyway, so I took her up on her offer. Because I hadn't gotten far enough through my contract, I had to pay around $112 or so to upgrade, which I did. She transferred all my data from my 14 to the new 15 Pro **** She said she would send my 14 Pro to ******** as required for trade-ins. I appreciated her offer to do so. She gave me a receipt for the new phone but no documentation to prove that I turned in my 14 Pro.Over the next two months, I received a few text messages from ******* that they hadn't received my old phone and were threatening to charge my bank account for the remaining money left on my 14 Pro contract. I desperately tried to rectify the situation. I went back to the Russell Cellular store to see if they still had the phone. They didn't. I spoke with a supervisor, who conferenced me into a ******* manager. The manager assured me that I wouldn't be charged and gave me a ticket ID ********** as proof that we had spoken. I continued to receive texts from ******* and held 3 chat sessions with them, to no avail. They simply don't have a record of a returned phone and therefore refused to provide a refund. Today, March 28th, ******* withdrew the sum of $624.25 from my bank account.Ordinarily, I would conclude that the phone got lost. But based on all the other complaints on BBB's website against Russell Cellular, it's entirely possible that something more nefarious has occurred.In any case, I am out $624.25. Plus, ******* expects me to continue paying monthly for the iPhone 15 Pro **** Either Russell Cellular or ******* should provide me with a prompt refund. I'm not hopeful I will receive it from either firm.

  Business response

  04/06/2024

  ***********************,
  
  We apologize for the inconvenience you have experience in with our ********** location. We have begun to investigate this situation and are working on a resolution. We have confirmed with camera footage that the device was left in store and then packed in to a box to be shipped to ******** We have reached out to ******* for the tracking number as this is not remarked on the account or in the order for us to reference. We have an open investigation ticket for this case. The ticket number for your records is 169760.Please feel free to reach out to us at any time at ********************************************* with any questions in the mean time while we work on a resolution to this issue.
  *******
  Customer Resolution Specialist

  Customer response

  04/08/2024

  Complaint: 21502410
  
  I am rejecting this response because: While I appreciate the affirmation of this complaint. my issue has not been resolved as I haven't received a refund. 
  
  
  
  Sincerely,
  
  ***********************

  Business response

  04/09/2024

  ***********************,
  
  We understand this is a frustrating situation. We are working diligently with ******* to resolve this issue so that ******* can refund you the amount charged for the device the store returned on your behalf. Please feel free to reach out to us at ********************************************* with any further questions or concerns regarding this matter. We hope to speak with you again soon. Have a wonderful day.
  
  *******
  Customer Resolution Specialist

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In mid Sept 2023, we traded in 3 iPhones to take advantage of the iPhone 15 promotion they had going at the time. We were told we would get $1000 each on 2 of our phones and $830 on the third phone as credit on our ******* bill every month for the next 36 months. We were also told it would take 1-2 billing cycles for this to show up and that we would be credited those months the first time it showed up on a bill. I went to the store after 2 billing cycles (in late October) and they said give it 1 more billing cycle. I went back in late November after the next billing cycle and they said they would contact their customer experience team and get the matter resolved. It still didn't happen in December so I tried contacting their employee again, but they had blocked my number. I went out of town for a few weeks and when I got back in January, I called the store and they took down all my information and they said they had escalated my case to a district manager and I would hear back shortly. Fast forward and it's March and I still haven't heard anything so I go back to the store and they said the same thing - the district manager is going to escalate to the customer experience team and there is nothing they can do, but I should hear back from that team within 48 hours. Fast forward 48 hours and I haven't heard anything so I go back to the store. They say the same thing: there is nothing they can do, but to make things better, they don't even remember the promotion I got back in September so now they need to research that. I have 0 faith in these folks.

  Business response

  04/04/2024

  We have addressed this issue with customer and are actively working on getting customer refund. We had system issue at time of sale causing issue for customer and we have reached out to customer to have them come back in and have us correct issue with line so we can issue refund. Customer is scheduled to come back in store when he is back from vacation 4/10/2024 at 10 am. We are sorry for the poor experience and have every intention to make this right with the customer. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Traded in an iPhone 13 on a new iPhone 15. Russell Cellular in ************, WY kept the trade in phone and has never sent it to ******* Wireless. Russell Cellular will not produce the phone and ******* Wireless claims that I was supposed to ship the trade in through **** The trade in was worth $830 and the new phone was $1,010, leaving a balance of $180 / 36 months for a bill of $5 per month. None of this has happened. No credit on account, no phone that can be located, and no one at ******* or Russell Cellular to fix the problem.We have been contacting Russell Cellular and ******* since October 2023 about this issue. Every month we get assurance it has taken care of and it isn't. Russell Cellular wants us to contact their customer resolution team at **************. From comments on internet, it is a waste of time too.

  Business response

  03/06/2024

  *****,
  We apologize for the inconvenience that you have experienced with our ************ ******* location. We understand that this has been a frustrating situation. We did take a look into the missing trade in situation, per our records and investigation we have not been able to locate a trade in device. The device that was expected as trade in has not been traded in per our system. The device has only been active on the account under ************************* from 5/18/2022 to 9/22/2023. We are not able to verify any devices sent for trade in purposes via *** to ******* as we do not have access to their trade in system. Our recommendation would be to contact ******* directly and inquire about the tracking number they would have sent for you to send the trade in to be processed. Without evidence of the trade in being left in store we are unable to assist with this situation any further.
  
  Rumor
  Customer Resolution Specialist 

  Customer response

  03/14/2024

  Complaint: 21391702
  
  I am rejecting this response because:

  I never received any information on where to send the trade in phone or an address label. I will be getting in touch with other customer's that were in the store at the same time to see if they have had the same problem with their trade in. 
  
  There are to many complaints regarding the same issue with regard to Russell Cellular dating back a couple years prior to 2023. (see below) 

  Initial Complaint
  12/11/2023
  Complaint Type:
  Problems with Product/Service
  Status: Answered
  More info
  On September 22, 2023 my wife and I traded in two cell phones at this store. My credit was processed correctly. My wife's was not. After telling us they would credit our account for $800 for towards a new phone we noticed on our next bill that the credit was not applied. We contacted the store and they could not find the trade in paper work or the phone. We were advised to contact Russell Cellular ********************* and after several days they indicated they could see a notation on the account that we were offered an $800 credit, but could not find any paperwork or the traded in phone. They offered us a "goodwill" gesture of a refund of $400. We were not given any paperwork showing the phone exchange. This is not right. They still owe us $400 for the trade-in. The fact that their employee is either incompetent or dishonest should not be held against us. We are out $400. Your help would be appreciated.
  

  Russell Cellular can read this on BBB website. This is a common complaint from customers across the states and clearly shows that this is an onging problem. Russell Cellular needs to make restitution for the entire $830 amount of the trade in. Why should ******* make adjustments when they are an separate entity? This has been a very frustrating experience to say the least.

  ******* wireless sent a letter to my sister, *************************, after the upgrade and mentions that there was a trade as well. 

  Sincerely,
  
  *************************

  Business response

  03/18/2024

  *****, 
  We apologize for the inconvenience that you have experienced.  We did take a look into your missing trade in situation again and per our records with the investigation we completed, we do not have any records of your device being traded in. If you have the device in your possession, you can contact ******* for further assistance. Since the phone is not in our possession, there is nothing Russell Cellular can do to assist further. 
  
  Thank you, 
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 2nd I purchased a iPhone 15 promax upgrade and selected the store at ***************************************************************************************** as the store for pick up. The manager ******* offered to transfer my data to my new phone and then I told him I would send in my phone with the pre purchased envelope that ******* sent and he was adamant that he would process the trade in himself since I am already in the store. I let him and I went about my business. A couple weeks later I get an email that ******* never got my phone and I contact ******* and he says that it take 30 days to process and customer support says the same thing. Now its been 2 months and I get an email saying that it was never recieved and Im loosing my promo. I went to the store and was told that ******* misplaced my phone and sent it out late and he wasnt there and his assistant manager said that he did send it but couldnt provide tracking info but that ******* can check the cameras to prove that my phone was traded in same day. This whole process has been a big problem and I want my promo applied, I traded in a fully paid off iPhone 13 Pro *** that was valued over $800 and I want it honored. Im not even sure if it was really sent out and stolen or if it was truly sent out late. But this needs to be investigated and my promo honored. I would of thought ******* managers would have provided me the correct paperwork needed so I didnt even think to ask for all that documentation so I recommend looking at the recordings and investigate the store. If I wouldve walked in and took a phone Im sure they would be on top of it so they should in this scenario as well.

  Business response

  02/27/2024

  ********,
  
  We do apologize for the inconvenience you have experienced with the store. This situation has been escalated to upper management. The rep has stated that it was sent in through the trade-in process with the other trade-ins. Upper management is looking into this to see why this trade-in device was not properly processed. If you have any other questions please feel free to reach out to us at any time at *********************************************.
  
  We look forward to working with you further on this issue.
  
  *******
  Customer Resolution Specialist

  Customer response

  02/29/2024

  Complaint: 21348035
  
  I am rejecting this response because:
  
  I am not satisfied with this response because they did not send in the device at all to the ******* wireless warehouse according to corporate. The **** has been checked by ******* and they said that the warehouse never received it. ******* told me they have also flagged the phone as stolen and are looking into it because I filed a BBB complaint to them as well with the same information I provided ti you as proof that I did trade in my phone the same day I purchased the new one. 
  
  
  Sincerely,
  
  ***************************

  Business response

  03/01/2024

  ********,
  
  We apologize for the inconvenience you are experiencing. We have searched with the **** number and have not shown the device used on another account nor was it processed as a trade-in within our trade-in system.We are not able to see Verizons trade-in systems so we are not able to confirm if the device was traded into them properly through the Hyla trade-in system.We do not have camera footage to confirm or deny that this device was left in the store to be traded in to ******** We unfortunately have no evidence currently to show the device was left in our store location.
  
  *******
  Customer Resolution Specialist

  Customer response

  03/04/2024

  Youre telling me you dont have camera footage of when I picked up my phone and traded in my iPhone 13 Pro **** I even have text message proof that ******* the manager took in the trade in as attached. Your company is enabling fraud and theft and I have submitted an executive complaint to ******* against your company and your store. I gurantee if I wouldve walked into the store and took a phone footage would pop up but since its your own stores error you are saying you dont have footage. What a fraudulent company. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I went to Russell Cellular in ************, ******** after seeing an advertisement for a free cell phone, tablet, and watch with a new ******* plan. I already had a family plan with ******* so we decided that he would join our plan and take advantage of this offer. Unfortunately we were not told that these items were not actually free. Each item would have a separate paid plan that we would have to pay on for three years. We were also not told that the phone plan was $12 a month more than the current lines on the family plan. Had we known that, my husband would not have switched to our family plan. We were told at ****** Cellular that we needed to pay the tax only on the three devises. Once we got home and told family about the great deal we got, we were informed of the truth of this deal. We immediately contacted ******* to cancel these unwanted plans. We contacted the ******* store and cancelled the watch order and returned the tablet. We specifically asked about the tax and were told the tax would be returned to our card. The tax was never returned like they said it would be, so my husband disputed the charge. Unfortunately the ******* store is refusing to return the tax on the watch that we never received and the tablet that we returned the next business day after we received it. Of course we will pay the tax on the phone, but it makes no sense that we should pay tax on an item we returned and another we never received. I also recently noticed two $40 Setup For Success charges. This was never disclosed to us at the store. We likely would have declined it had we known. We are extremely disappointed with Russell Cellulars lack of transparency and subsequent refusal to right their wrongs.

  Business response

  02/10/2024

  ***************************,

  We apologize for the inconvenience you have experienced. We understand this must have been a frustrating situation. We would like to look into this situation further to see what assistance we may be able to provide. Can you please reach out to us at ********************************************* to provide the phone number associated with the sale so we can further investigate this situation?  We look forward to hearing from you. Have a wonderful weekend.
  *******
  Resolution Specialist

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On December 26, ****************************** Iphone 11 at the ******, ** location of Russell Cellular. The trade in was part of a promotion to receive a Iphone 15 on one of my lines. The employee working accessed my account and accepted the trade in. She told me that the phone was traded in and the process was complete. Fast forward two months ******* is telling me they never received the traded in phone. I called the ******, ** location and it seems that the employee there stole my phone and a whole lot of others. Russell Cellular has been giving me the runaround and not helping me resolve theft by their employees. All I want is full credit of $830 towards the Iphone 15 purchase which is what I was supposed to receive. They have been unable to help.

  Business response

  02/07/2024

  ***, 
  
  Thank you for bringing this matter to our attention. 
  Upon looking into your account we do see that your trade was initiated online with ******* and you were directed to take your device to a corporate ******* location. 
  Once a trade is initiated, it cannot be traded into another location. 
  Our store would not have been able to accept your device.
  We also do not have a record of this representative stealing devices and our team has been informed of the reason for dismissal of this representative. 
  
  We do apologize for the inconvenience, but we don't have any evidence that your device was left in our store. 
  
  Thank you.

  Customer response

  02/08/2024

  Complaint: 21252859
  
  I am rejecting this response because:
  

  I have record directly from ******* that my account was accessed at the ******, VA Russell Wireless by an employee there on December 26, 2023. I also had a witness with me that day that witnessed me hand the Iphone ****************************************************** And my witness heard the employee say that my trade in was complete.

  You are running a bad business with bad employees.

  Sincerely,
  
  *****************

  Business response

  02/08/2024

  ***, 
  
  We did see that our rep did access your account on December 26, however, we do not have any evidence that the device was left in our store.
  If you can provide us with evidence, we would be happy to take a look at it.
  
  At this time, this is not something that we can assist with due to lack of evidence that the device was left in our Aylett store. 
  
  Thank you. 

  Customer response

  02/08/2024

  Complaint: 21252859
  
  I am rejecting this response because:
  

  You have video cameras in your stores. The sheriff told me that. You can access your video from that day. I had a witness with me. I just cannot believe this response.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 22, 2023 my wife and I traded in two cell phones at this store. My credit was processed correctly. My wife's was not. After telling us they would credit our account for $800 for towards a new phone we noticed on our next bill that the credit was not applied. We contacted the store and they could not find the trade in paper work or the phone. We were advised to contact Russell Cellular Resolution Department and after several days they indicated they could see a notation on the account that we were offered an $800 credit, but could not find any paperwork or the traded in phone. They offered us a "goodwill" gesture of a refund of $400. We were not given any paperwork showing the phone exchange. This is not right. They still owe us $400 for the trade-in. The fact that their employee is either incompetent or dishonest should not be held against us. We are out $400. Your help would be appreciated.

  Business response

  12/11/2023

  *****, 
   
  Thank you for leaving this review.
  Once again, we do apologize for your less-than-ideal experience in our Springville store. 
  After a deep investigation, we were unable to find any evidence that your phone was traded in. Based on what you explained to our team member, you would have qualified for a promotion of $830. Our team offered half of the credit due to the strong lack of evidence, and you accepted. Your refund check information has been sent over to our accounting team for the check to be sent out to you. 
  If there is anything additional that we can do to assist, please let us know.
   
  Thank you!

  Customer response

  12/12/2023

  Complaint: ********
  
  I am rejecting this response because:  Both my wife and I were in the store at the time the employee took our phones for trade-in.  The fact that the lone employee was in the store lost our phone and paperwork is not our problem.  Get better employees.  Why would you offer half reimbursement if you do not accept any responsibility for this.  You are offering it because you know your employee did not follow store policies or he stole the phone.

  Please do the right thing and reimburse us the whole amount we are entitled to.

  
  
  
  Sincerely,
  
  ***** *********

  Business response

  12/13/2023

  *****, 
  
  We do not have any documentation of your wife's phone being left in the store for trade. 
  We did credit you 1/2 of the promotional amount for satisfaction, due to the notation on the account of a promotion that required a trade-in.
  Being that there is not a device, we cannot issue the whole amount.
  
  If you can provide evidence of the second trade device being left in the store, then we could honor the full amount. 
  
  Thanks.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩