We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phone Supplies

Cellular Plus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

This profile includes complaints for Cellular Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Cellular Plus has 20 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 04/05/2025 I went to Verizon/Cellular Plus to inquire about a new phone. I was lied to about changing my service plan. I asked if the new plan was an improvement from the old one and Tymarie stated yes it was. I said I was told not to ever change from the original plan. She stated it use to be but now it isn't the best plan. I asked several times if the new service plan would be better than the one I currently had and she stated it was. The new plan that she convinced me was an improvement is not an improvement and I have lost services instead by switching to the new plan. She was dishonest when I asked if the new service plan was better. My 87 year old mother was waiting in the car and also has a phone on my plan so I was trying to hurry to get the transaction completed since she isn't in the best of health. I also asked if my son could hold onto the old phone for 30 days in case it wasn't usable in his remote living location. I asked if he would be able to turn the phone in to a ******* store in ********* ************. Tymarie stated yes he could. When my son drove from ********** MT to ********* the store said they couldn't do that transaction at that store and he would have to drive from ************ to *********. This travel from ********* to ****** was another 48 miles of fuel cost. Again Tymarie misinformed us of where to return the old phone. I would like to see Verizon/Cellular Plus of ******** return me to my service plan that I had in place 04/01/2025. They were dishonest and I believe I should have the service returned to my other plan because of this dishonesty.

      Business Response

      Date: 05/23/2025

      Customer has been contacted and is satisfied with the resolution regarding the changes to her wireless phone plan.

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been going here for years. Recently with a phone upgrade, they changed my contract and now what was $250 for five phones is Over $350. When asked, the manager said the employee didnt Understand how it works. So they sell contracts that they dont even read.More recently I have had five $60 screensavers put on five different phones and it is always Been That if one breaks just come back and its $10 and they will replace it. Went to get one fixed and now they say I must register and do it online Even though I do not have the box for the screensaver because they installed it and threw it away, so I cannot register it. Only way to register it is with the purchase box the only way to make it right would be put screensavers on all five phones and give me the box so I can register them so I can actually get new screens when they break or give me a refund so I can buy other ones.

      Customer Answer

      Date: 03/20/2024

      I had just opened a claim today against cellular plus in ******** ******* I wanted to inform you that they reached out and theyre currently making it right so I want to close this claim please and thank you *********************** ************

    • Initial Complaint

      Date:01/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was offered a promotion for a free watch if I purchased a new phone from this store. The watch was to be shipped to my dads house. Our bill came and it showed a charge for initiating the device and for the device payment, we had not received the watch yet but were also being charged for device service. I called and spoke to the manager and they said the watch was on the way, it took nearly a month to receive the watch. They never gave a clear answer as to why the watch was late, the tracking number showed the watch was never sent so we tried to cancel it several times and the manager kept saying it was on its way. Meanwhile our bill was never adjusted. I spoke to the manager multiple times and my step mom spoke to them about the device charges on our bill, each time they said it was handled. We received the watch but the bill was still incorrect so we contacted them again over both phone and email each time they said it was handled, we tried to send the watch back but each time they assured us that not only was the bill fixed but they had added a gift certificate for our trouble. We believed them this time and took the watch out of the box, the next bill comes and it is still not resolved so we called the regional manager, she then sent us to another manager who said they could not find any record of a promotion occurring at that time (even though I have the signed document to show the promotion). He then said over the phone that because it was their fault hed take the watch back without The box. My step mom sent it back to me to return to them when I brought it to them I was told he could not take the watch without the box (opposite of what he said over the phone) and that he would not honor the promotion because the representative made a mistake. I have email correspondence over months saying that the promotion was real and the bill was being worked on so he just admitted that we were intentionally deceived and they have committed fraud.

      Business Response

      Date: 01/22/2024

      Cellular Plus offered to let the customer return the watch for a refund 2+ months ago, as the customer had informed us that it was still in the sealed box. Customer came into the store later and tried to return the watch, which had been taken out of the box, and she did not have the charging cables. Due to the watch not being in the original sealed box, no refund can be issued for the watch.

    • Initial Complaint

      Date:01/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a cell phone signal extender from this business. I realized it would not work for what I needed it to, but had a series of extenuating circumstances that ultimately resulted in my needing to return it one day outside of the return window. I spoke with the business, and they referred me to ********************** I spent quite a bit of time reaching out to them for resolution, and ultimately learned that they could not help because the business is not owned by them, they just contract to sell their products (despite the business being the one that told me to call them). I tried to speak to a manager at the store but my phone calls went unanswered. I am asking that the business accept my return of the item I purchased there - it is intact, unused, and still in the box.

      Business Response

      Date: 01/08/2024

      Customer has been contacted by our District Manager, and we will be working with the customer on the return of the item.

    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An earlier complaint was filed. Business has responded that they would refund the remaining amount of ***** but have NOT done so or contacted me.

      Business Response

      Date: 09/06/2023

      The product the customer is requesting a refund on was not purchased at a Cellular Plus store location. The customer purchases a prepaid phone card from a different retailer, and brought it in to our store to try and use it, but was unable to. One of our store employees actually paid the customer cash out of his own pocket to appease the customer due to the hostile and rude behavior of the customer while in our store. No further refunds will be issued.

      Customer Answer

      Date: 10/02/2023

      Pls reopen the above referenced case.
      The business has now totally changed the facts of the case/ original complaint. Pls compare initial messages.
      The refund still owed is for ***** to CellularPlus. Refunds were made for a ******* SIM card and a ******* pre-paid card. 
      They are refusing refund for an "in-house" fee, *****, for a CellularPlus account which was never activated.
      My guess is they believe they can get away with this since this is out of ******* ... their main employer ... control.
      If BBB does not follow up conscientiously, they will do this again. This is not an ethical way to conduct business. As for any attempt at defamation ... it is in writing! ... I will ignore it for now.
      Thank you kindly.
      *******************

      Business Response

      Date: 10/04/2023

      The product the customer is requesting a refund on was not purchased at a Cellular Plus store location. The customer purchases a prepaid phone card from a different retailer, and brought it in to our store to try and use it, but was unable to. One of our store employees actually paid the customer cash out of his own pocket to appease the customer due to the hostile and rude behavior of the customer while in our store. No further refunds will be issued.

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      6/18/22 I went to Cellular Plus to upgrade my phone. When I looked at my ******* account that evening, it did not reflect what I had been offered or understood, so 6/19 I went back to Cellular Plus and asked to return the phone and all I had bought, and for a refund. I returned the phone and everything I had bought, and received a credit card refund. My ******* online account still showed that new contract, but I thought that would be resolved since I had returned all the merchandise. I then went to Xfinity (Monday the 20th), bought a phone and signed up with them. Discovered while there that my old phone, an iPhone 7+ which had been returned to me by Cellular Plus, had had the Apple ID changed, so could not be applied for any upgrade, as it was now locked. Signed up with Xfinity anyway, paid full price. Went back to Cellular Plus the next day and asked them to change the Apple ID back. The lady there was hostile, saying "WE didn't do that.....YOU did!" Practically snarling. I'm 81 years old, of course did NOT change the Apple ID. But the MAIN PROBLEM is that ******* is STILL billing me for the contract, even though I had returned EVERYTHING. I called ***************** They said go to a company-owned store, which I did, and they tried to help me (******* store on Arapahoe). (I gave them my iPhone 7+ to recycle, since it was now useless and couldn't be accessed). THEN I called ******* again and disputed the charge for the contract that no longer existed. They tried, but said that since the charge was initiated by a franchise store they really couldn't do anything about it. SO, I'm being charged for a contract that doesn't exist (now with late charges) and that I do NOT owe. Consumer Plus apparently has to cancel my contract with ******* through their store, as I am unable to do anything through *******. I will NOT go back to that store as they are so rude and hostile.

      Business Response

      Date: 07/22/2022

      Cellular Plus is aware of this billing issue and we are actively working with ******* to get **** credits applied.

      Customer Answer

      Date: 07/22/2022

       
      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.

      Sincerely,

      *************************

    Cellular Plus is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.