Cellular Sales, Verizon Wireless Authorized Retailer

Terrible customer service. It was so awkward — and just sad how these guys treated me. Complete waste of time for my son and myself. I am glad he was there. I might have told these young guys how to behave. Second thought, I should have apologized for taking 10 minutes away from their personal phone games/​conversation.
What a joke of a store. More upset I didn’t Unilocal them beforehand. Don’t waste your time here. Go to a «corporate» Verizon store for help with your phones.

I had never felt worse about going to a Verizon store in my life, until I went here… How Verizon is in business is well beyond my brain… Service is dismal, expect nothing… You’ll most likely hear something different from every employe in regard to an issue you might be having… amen…

Not a real Verizon store. This is actually «Cellular Sales» not Verizon at all! The prices here are much, much higher than a real Verizon store, and the employees are pushy moreso than a real Verizon store. Stay away! Go to the locations on Brodie or Research.

Eric was super helpful with assisting me to switch to over to Verizon.
Give this man a Rai$e!

I walked in ready to buy a phone and contract. The sales person was okay but not particularly knowledgeable. I noticed he had something in his cheek but didn’t think much about it until he started spitting into a cup. He continued his spitting (presumably this was chewing tobacco) the entire time we were talking. I couldn’t take it so I thanked him and left. My skin was crawling. A customer service rep chewing and spitting tobacco! I have not seen that since the deep south in the 60s. No thank you.

As you may know, this is not a Verizon store. An authorized retailer is totally different than an official Verizon store, which I unfortunately found out the hard way.
I have been going to this store for 3 years and I have been extremely disappointed in the service every time. They spend all their energy on getting new customers to sign up and buy phones, and very little time and energy on Verizon customers who are having issues with their phones.
My first experience was in 2012 when my iphone 4 died. It just turned off one day and never turned on again. The staff person at this store, EDGAR, said they couldn’t help me retrieve my information or really do anything except sell me a new phone and start from scratch, I spent about 3 hours at the Apple store, they tried everything to extract my information but nothing worked– the phone was just dead. So I had to go back to Verizon to get a replacement phone. It has now been 2 days without a phone and I was livid.
There were a lot of setbacks on my way to getting the replacement phone– getting someone to help me at this store was difficult, and they kept saying that they didn’t know what to do or had limited knowledge of getting information off my phone onto the new iphone. Then the phone that they replaced mine with finally was also damaged, they tried to replace mine with a refurbished phone that had a crack in the screen.
Long story short, I finally got a new phone but after about 8 hours at this store over 3 days. It was such a hassle that the person helping me told me that to avoid that whole hassle next time, I should just purchase insurance for the phone (Manufacturers warranty lasts only a year, after that you have to pay full price to replace your phone if it breaks. So they try to sell you insurance for that in– between time, the year after the manufacturer’s warranty expires but before you are up for your new phone in the «new every two» program.
The insurance sounded like a good choice because he convinced me it would make everything easier the next time something went wrong with my phone. He said that the insurance would be just $ 10 a month and they would replace my phone if this happened again. I added the $ 10 a month to my already high bill because of what he told me.
Fast forward to last week (March 2015). I have an IPhone 5 that stopped working well. It still turned on and worked, but the battery died way too soon and it was getting really slow and turning off on its own at random times. I called this store again to enact that insurance plan they sold me and it turns out that they had sold me LIES. In addition to the $ 10 a month I would have to pay a $ 199 deductible for my phone replacement. $ 10 a month for over 2 years plus $ 199??? That’s the price of just buying a new phone at full retail! ($ 600). And even worse, they said that the insurance doesn’t even cover the phone unless it is lost, stolen, or damaged. They said that the battery issue is a manufacture problem, so I should use the manufacturer’s warranty. The man who told me this is the manager of this Verizon store and he is AWFUL. He told me that he didn’t really care about helping me since he was with hew customers (AKA he is only interested in signing up new people to get new money, not helping people who already paid). He said he didn’t care if I canceled my Verizon count even though I’ve had Verizon for 14 years and have given them over $ 10,000 over the years for their phone service.
What I learned from the actual official Verizon Store in Sunset Valley is that the authorized retailers purposely sell you a non-​Verizon insurance called TechProtect. That insurance plan is awful– $ 10 a month, $ 199 deductible and you can only use it to replace a lost, stolen, or damaged phone! What I really needed was the Verizon insurance plan, which is also $ 10 a month but there is no deductible. So I canceled Tech Protect (after many hours on the phone talking to different people at Verizon and Techprotect who all had conflicting answers) and I signed up for the Verizon insurance, then 2 days later I made my claim and they sent me a replacement phone.
There are more frustrating details but that’s the general information I want to share– do NOT go to this store if you have a problem with your Verizon phone– only if you want to purchase something or get a new phone because they provide horrible service. I actually wouldn’t trust any Verizon «authorized retailer» because they are just salesmen and they are not really connected to Verizon– they provide misinformation. I am truly disappointed and outraged by this store’s lack or responsibility and respect for their loyal Verizon customers.

Went in to discuss changing my plan and was told they couldn’t help me. That’s insane! Isn’t that your job!!!

I would NOT recommend going to this store for any Verizon upgrades or purchases.
My husband and I have had Verizon for many years, and thought it was time for an upgrade. We went to this location and a gentleman helped us, and seemed to be knowledgeable and kind. He talked us into upgrading our data plan and said that we would get a discount for doing so. We thought, why not?! So we did the upgrade, and didn’t think much of it. We recently received our bill and noticed that there was no discount on it — it was $ 45 more than he told us it would be. I called Verizon to inquire, and they said that no such promotion existed and recommended that we contact the store.
I called Cellular Sales and asked to speak to a manager. I briefly explained why I was calling and he responded by saying, «I have a customer in front of me and can’t talk, you can come into the store or I can follow up with you next week.» Maybe I am being a little over sensitive, however, I do not think that is acceptable customer service, especially for a manager. In the end, it seemed as though the original guy was trying to make his quota and would say anything to do so — even if that meant lying to us.
Luckily, I called Verizon back and spoke with a supervisor who was very helpful and he got it taken care of. From now on I will only deal directly with Verizon. At least they know what they are talking about.

I recommend NOT going to this store location and NOT using Cellular Sales. Because Cellular Sales is not a direct Verizon store (third-​party contractor), the company cannot effectively handle contract disputes nor potential compensation with Verizon (and from my experience, unwilling to provide compensation themselves). I discovered they charge more than the direct Verizon store and their sales staff do not understand nor provide clear communication on Verizon contracts.
I came into the store last month looking to upgrade my phone. Josh Morse is the sales person whom I worked with and whom I asked multiple times to confirm that the contract I was signing was for the new phone only, and not a change to my existing contract. Although I signed a 2-​year agreement — and through verbal confirmation from Josh — I believed this was the agreement for the phone upgrade (standard for phone upgrades). However, when I talked directly with Verizon a few weeks later because an increase in my monthly bills — I was told that by moving to a 2-​year agreement I had been taken off my existing Edge Program and it will now cost me an additional $ 600+taxes/fees for the next two years.
At no point had I been told by Josh that I would be taken off my existing contract. This is even after I asked and confirmed multiple times that there would be no change to my contract and the existing fees that I paid. In fact, I was reassured that I wouldn’t have any change except the upgrade (the $ 30 phone upgrade + discounted phone price). Either he was did not understand Verizon offerings or was purposefully misleading.
After this incident, I researched Cellular Sales and found that they have been cited for several negative reviews involving their services /​staff ineptitude:
Ripoff Report:
BBB:
I recommend that if you must go to this store or use Cellular Sales, then make sure to do the following:
1. After you get a quote, verify on the Verizon website or go directly to a Verizon store. Based on my research and what others have posted here, you’ll likely get a better deal elsewhere. Don’t feel rushed to purchase.
2. Any discussion with the Sales Rep that is pertinent to the contract agreement should be recorded or written down and signed with the Rep’s signature. When I tried to discuss my incident with customer service it boiled down to a «he said /​she said» and even though I had someone with me as a witness and it doesn’t make sense that I would get off my contract and pay $ 600 more, I was still at fault.
3. Follow up directly with Verizon before your 14-​day window expires that the agreement discussed in the store is actually what gets submitted to Verizon. This is a third party contractor so you cannot be 100% sure what is discussed gets passed on to Verizon.
This is my first Unilocal review because I have never felt the need to post a review until this happened. I am also logging a complaint with the Better Business Bureau. As one customer to another, I suggest that you: 1) know you have other options (there are direct Verizon stores on Research Blvd and Brodie Ln — the service may not be great based on the Unilocal reviews but at least you’re dealing directly with Verizon) or 2) assume you cannot trust this store to handle your contract appropriately and therefore make sure you document all conversations and follow up on all communications with Verizon before the 14-​day window expires.
Best of luck!

WARNING-​SCAMMERS Went in to exchange a blue tooth. Sales rep quickly said they couldn’t take it back. I asked where their policy is for my review since it wasn’t stated on the receipt. He couldn’t produce anything. He then proceeded to say he was on break and didn’t want to help me. Nice customer service. Apparently it’s tribal knowledge. Take the time to visit a Directly owned Verizon store.

Updating

We went in to get an upgrade. EJ Cannon was the sales person. He said that a smart phone was cheaper than a basic phone. We wanted a basic phone for our young son. We got a smart phone for him instead, which we found out when we got home that we could of got a basic phone for free. He lied or just stupid. Sales reps at cell phones stores get paid on commission, so dont believe a word they say.

Scum. Period. Just contact Verizon directly and deal with people who aren’t incentivized to screw you. It’ll take ¹⁄₁₀₀ the time, you’ll get what you need and you’ll pay a lot less. I went in for my free 2 year phone. I ended up with a crap phone and I paid $ 50 bucks for accessories I didn’t need because the sales person said the only way to get a phone for free was to buy the accessories. After checking with Verizon I found out she was totally full of it. These people are lower than used car sales people. I’ve been in retail 25 years and I know every scuzzy trick in the book and these guys aren’t afraid to use them. Use the internet to buy your next phone

Went in as an AT&T customer looking to get a MyFi hot spot.
When I walked in I was not greeted for about 10 min. Some other people that were already there milling about not being helped got fed up a few minutes after I arrived and left.
Guy I spoke with was pretty helpful, not terribly polished though. Ended up signing a contract for the hotspot, got the device free with 2 year contract and the service I picked was a better deal than AT&T offers. Was feeling pretty good till I was shown what would be on the first bill when I was about to leave. I hadn’t been told until that point that there would be an activation fee on the first bill. That was pretty annoying, however, for a cell phone company I am surprised they pointed it out at all. I would have expected to be blindsided at home when I saw the first bill. Who knows, maybe I still will be.
I was pleased not to have to wait as long as I am used to, but I think that was more of a
coincidence than anything else.
Not bad for a cell phone carrier store.

Love these guys! I was greeted at the door, my rep seemed to know more about the phones and devices than others that I’ve dealt with, she was straight up and honest with me and earned my business because of her service. Thanks so much!