Cellular Sales, Verizon Wireless Authorized Retailer

I was very pleased with the Service. Shea greeted me and was very polite I explained what I was looking for in a phone and knew just looking for. He, helped in every way possible. Shea made sure that Phone was set up the way I wanted, if I had any questions he was ready to answer me or show me how to use.
Greeted everyone as they came in the door and let them know that someone will be with them shortly. I would recommend my friends n family to Thank You

Ok so someone reached out to me I was told o would get a call back but no I didn’t. No remedy no call back post was all for show they don’t really care. 29 days into my purchase and I hate looking at my phone

This store has provided the absolute WORST customer service from this store.
I went in to the store to inquire about my upgrade options and was told by Edgar that in order for me to get the full $ 200 trade in credit for my old phone, I had to order my new phone from them. So, I placed an order.
After placing the order, I called 611 and spoke to a Verizon rep who stated that information was incorrect and I could order my new phone from Apple (I had a giftcard). So, I told her to cancel the order. Because it was pending, I had to wait a full day. I called the next day to cancel the order which I was told was successful. The phone had not shipped.
A couple of days later, I go to a store to do my actual upgrade and was told I could not because of a pending order. I spoke to 611 and they told me I needed to wait until the phone arrived and Cellular Sales would need to cancel the order.
So, the phone arrives and I call. Over the course of a week, I’d placed 4 calls (at least) to that store to get this order cancelled and disassociated from my account. I could not upgrade my phone until it was completely cancelled. I was repeatedly told my accounts was good to go and that the order had been cancelled.
Fast forward a couple of days, I order my phone from Apple using my giftcard and drive to the store to pick up my phone. I spend 2 HOURS with the Apple rep because he can’t activate my phone because this order had not been properly cancelled.
After yet, more calls to 611, it was finally determined that the reps at Cellular Sales failed to properly cancel this order as I was told several times over it had been taken care of.
Finally, this morning I get 611 and Cellular Sales on the phone. I am told, once again, the order was cancelled. I ask for confirmation, I am just told it’s taken care of. When I inform the rep (whose name I didn’t get), that I’d been told this several times before, he begins to get irritated.
Verizon Core Support told me that Cellular Sales, per their policy, was supposed to have returned the phone since the order was cancelled. The CS rep refused to return the phone to me and to the Verizon rep who was on the line stating the phone will remain in their inventory to sell.
So, he again tells me the order is cancelled and tries to get off the phone. After having been lied to so many times by more than one rep at this store, I begin to TRY to ask him to wait one minute to allow me log in to my account. Before I can get my sentence out, he gets EXTREMELY RUDE and tells me that he’s cancelled the order and he doesn’t know what else I want AND he’s really busy in the store and doesn’t have time AND it just sounds like I want to go back and forth.
Wow.
No.
What I wanted was some ACCEPTANCE of responsibility. It’s customer service 101. YOUR reps at the store screwed up. Not ONCE did he say, «Ma’am, I apologize for the confusion, let me take care of that.» NOT ONCE. When, I as a customer who has been lied to and had my account messed up by reps at that store, had the unmitigated gall to want to take 1 MINUTE to log in to my account to make sure everything went through as promised. Wow, the nerve of me!
I will not ever spend a dime in this store, nor recommend it to anyone.
They messed up my account so badly with this that Apple store in Fort Worth offered to give me a free phone case and screen protectector as a thank you for my business and patience. They did NOTHING wrong, yet extended an arm of thank you.
Did I want or ask for compensation? No.
I simply wanted an acknowledgment that someone screwed up and accept responsbility for getting things fixed.
Silly me.

If I could give this company a 0 star score I would. Basically be very cautious buying from them. I bought a phone from them and since I added a another phone to my contract through Verizon, cellular sales said that was a breach of contract because no changes can happen to my account for 180 days or something and now say I owe them $ 450 to pay for the discount I was given on the phone I bought from them — which by the way I still have —- yes this sounds crazy but it’s true.