Business Profile

Mobile Phone Service

Verizon Authorized Retailer - Cellular Sales

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Cellular Sales is headquartered in Knoxville,TN. The company maintains locations throughout the United States but all complaints are processed by this BBB. Accordingly, this customer experience record includes complaints from all of its locations.

Complaints

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

Customer Complaints Summary

316 total complaints in the last 3 years.
96 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/11/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 June 7, 2025 I went to a Verizon Authorized retailer at 459 Brandon Town Center Mall Suite 931 Brandon Florida 33511 named cellularsales. The associate who helped me was ***** ******. I went in to open a brand new Verizon account and to purchase 5 IPhone 16 Pro. They explain to me the difference between consumer account and business account which was okay. Then I was told that since it was a brand new account and due to the risk of having no port in or trade in I would have to pay my first month bill at check out. I asked for a transaction sale explanation in paper and was told that only after I have pay the receipt would print. I asked again to make sure I had a clear understanding of why I was paying $500.00 and ***** confirmed with me that those $500.00 would cover my first bill. I received my first bill which I will submit for proof that I only see $250.00 that was applied to my Verizon bill. I will also submit proof of the $500.00 payment along with the receipt of sales tax and a small deposit which that part I totally understand. I would like and explanation of were did the additional $250.00 went because as of now I don’t see reflected on my Verizon account, which I also called 611 today and the representative couldn’t confirm or explain the reason why. Very disappointed after they were promising a credit if I signed up for Verizon protection services and he also filled out a request online to waive the activation fees but I don’t see anything reflected on my bill.
Business Response
Date: 06/12/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 06/17/2025
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.
Customer Answer
Date: 06/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23452967, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:06/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
The date of transaction was July 1, 2022. I went to Russell Cellular to purchase a new phone which they advertised as "Free". I pay my bills online thru Verizon and this continued up to the present time. Recently when I was paying my bill online I saw a notification that my phone was 30% paid off. Since I was wintering in Tennessee at the time I waited until we got back to Michigan where I reviewed the contract and saw where my phone was financed for the amount of $800.00. Where is the "so called FREE phone) My monthly bill was on average $111.00 per month. We live in a rural part of Michigan and there's not a lot of providers. I switched to Boost Moblie for $30.00 a month which I found out from a friend. When I went into Verizon after switching to Boost Mobile to tell them about switching providers and what did I still owe on my "FREE" phone I was told my account was closed because I switched providers and she couldn't tell me. She said I will be getting a bill from Verizon with the remaining balance on my "FREE" phone. My husband bought his "FREE" phone in Tennessee with the same situation. His was financed for the amount of $720.00 and she said that the remaining amount will be on the bill along with mine. How can companies get away with this. We are both in our late 70's and should have been more observant but we were raised to trust people. Is there anything you can do to help us recoup the money we paid for our "FREE" phones.
Business Response
Date: 06/09/2025
Good morning, Janice!

Thank you for sharing your experience. We sincerely apologize for the confusion and frustration regarding your phone purchase and billing.

After reviewing your complaint, we’d like to clarify that your phone was purchased through Cellular Sales, not Russell Cellular. As Cellular Sales is a separate company, we are unable to assist with issues related to transactions made through them.

We understand this is frustrating, and we recommend contacting Cellular Sales or the Verizon store where you made the purchase for assistance with your contract and billing concerns. They will be able to provide the details and help resolve the issue.

Again, we apologize for the inconvenience this has caused and appreciate your understanding.

Sincerely,
Adrienne H.
Customer Resolution Specialist
Business Response
Date: 06/17/2025
Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.
Customer Answer
Date: 06/26/2025
The complaint with Cellular Sales has supposedly been resolved with them telling me that they will send a check to Verizon for the amount of $316.62 which is the amount that is owed on our phones . As of 6/24/25 Verizon sent me an email stating that I have a zero balance. I appreciate all you did to help.me. This has been a horrible experience. Twice I spent over 2 hours with Verizon and Cellular Sales both going back and forth . Cellular Sales was very cooperative but Verizon was another story. Hopefully. It is all in the past. I am saving the email that states I have a zero balance and my account with Verizon is closed so I am hopeful and praying that what they.told me was final. Again thank you for showing me which direction I had to take.
Initial Complaint
Date:06/09/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
Verizon added services to my account without my consent. They’re a deceptive company. They failed to inform me about certain services upgrades I didn’t agree to, resulting in unauthorized billing. Additionally, they misrepresented the trade-in promotion. They didn’t provide me with enough information about the promotion.
Business Response
Date: 06/10/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

Business Response
Date: 06/16/2025
Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday.
Initial Complaint
Date:06/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 went into Cellular Service to get a new phone. They had a trade in program, $899, which I was told would be applied once they sent in the Iphone. I waited a couple months and was being charged for the phone. The manager had one month refunded, but the charge continues. I’ve tried to contact them repeatedly, calling and going into the store, with promises to resolve. Verizon said they never turned the phone in and would not help. I just realized it’s been a year, and this is a lot of money. I moved a couple of months ago, and with a job change as well, I just forgot to submit claim. I’ve attached text snapshots with the manager.
Business Response
Date: 06/10/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 06/10/2025
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.
Initial Complaint
Date:06/06/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 May 25th, I went to this business to upgrade 3 phone lines. I asked to take them home to set them up and return later with my trade in phones. *** Headrick insisted on seeing them up at the store. We were there around 3 hours while this was completed. At the end, *** quickly informed me there was a $40 fee per phone for the information transfer. When I questioned this, he led me to believe that he had removed all 3 fees, however he only removed one. He asked me to spin the credit card receipt on his digital pad. When I spoke with customer service, they told me I signed saying that I understand and agreed to the fees. *** scammed me and the company is fine with this as a sales tactic.
Business Response
Date: 06/06/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 06/10/2025
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.

Customer Answer
Date: 06/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23430246, and find that this resolution is satisfactory to me.

Sincerely,

*** *****
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 would like to form a formal complaint against Verizon wireless on cherry road rock hill sc I purchased a iPhone 16 of this year in January 2025 the phone started giving me problems such as missed calls so I took it back to said store in question a Mr ***** blue did a diagnostic they got me a another phone but the phone is still misbehaving I feel as if I have been cheating out of my money before I take things I step further I wouldn’t recommend said store to anybody and I have been paying my bill faithfully
Business Response
Date: 06/06/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 06/13/2025
Cellular Sales was able to reach out to the customer to provide a final resolution. At this time Cellular Sales considers this matter closed.
Initial Complaint
Date:06/04/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
We were at the Pgh home show on 3/9/25 when we were asked if we had Verizon by a guy at a booth,we said yes and he said they were doing a customer appreciation event and we could get free phones. I said do we have to trade ours in and he said no. They were Motorola phones,which we like, so we decided to do it. I get my bill a month later and see we are being charged for the phones! I talked to Verizon and they said they couldn't do anything to call cellular sales. I did that and they got Verizon on the line and all they could do is give me another free phone,I have four perfect phones now I don't need another one! I talked to cellular sales again and now they say there is nothing they can do?!! I am paying about 1300 for two phones I was told were free!!! I didn't sign anything that said I was paying for them and the welcome plan that he gave us says that you get free phones with trade in,but he said we didn't have to trade in and crossed it out on the paper he gave us! I didn't know that the promotion required a trade in until I was trying to figure out why we were being charged for the phones or I would have said something there! I don't know what the customer appreciation is if they can't honor the free phones, because I'm paying more than I was before the customer appreciation event! This whole ordeal has caused more stress and frustration then what it's worth! I've spent hours on the phone on over multiple days trying to resolve this! This was a total scam that's causing me a lot of stress, frustration and anxiety! I just want what I was told I was going to get. If I knew I was going to have to pay for them I would at least liked to choose what phone I wanted! I never pay that much for a phone anyway! My husband and I both asked multiple times are you sure the phones are free with no trade in? He said yes,yes free phones no trade in with the welcome plan! I'm still in disbelief over this!
Business Response
Date: 06/04/2025
Cellular Sales Upper Management has reviewed this concern and are unable to assist with the credit request due to the fact there were no active promotions available at the time of purchase and we are unable to speak to disclosure. This is the final resolution and Cellular Sales considers this matter closed.
Business Response
Date: 06/12/2025
Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits. The customer has been provided the final resolution and Cellular Sales considers this matter closed.
Customer Answer
Date: 06/12/2025

Complaint: 23415225

I am rejecting this response because:this is not a resolution of this case! You can't just scam someone and say this case is closed,I will not accept that after I was lied to and scammed out of 1300.00!

Sincerely,

****** ******
Initial Complaint
Date:06/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 went into a verizon cellular sales store on 5/18/25 to sign up for new plans and upgrade 2 phones. What should have been an easy sale etc has turned into a nightmare. I have been spending my days off either in that Verizon Store or on the phone every day off with customer service at verizon with multiple issues - It turns out that mistakes were made at the original store with the sale that caused a lot of problems with costs, promotions, phone not working, perks not working, etc. There have been so many issues with so many people trying to fix the issues that a case manager was eventually assigned to try and resolve issues. I finally spoke with him on 5/28/25 - 10 days of crap an wasted time on the phone before I could finally speak with someone. Then as soon as I hung up with him, that night another issue started with one of my perks - Disney Bundle not working. Then emails coming from Verizon saying I needed to return a wifi box or be charged $175 - when the box was already returned a week prior and Verizon has proof as I have tracking etc. And of course you can't reach this Michael case manager and apparently NO ONE else has the ability to reach him either and NO ONE else has the ability to fix or correct anything - they can just MAKE A TICKET! Now I had to wait another week until this Case Manager calls be hopefully tomorrow 6/3 and we can try and correct more issues. I am now sitting on the phone again to day with someone at Customer service to address these emails I am getting from Verizon harassing me about the box that was already returned..... I can't even cover all of the mistakes and screw ups and issues in this email because there is jus ttoo much and I am getting upset just hashing it all up right now. But this has been very stressful and upsetting. For me as a nurse, work is stressful and now on my days off I am dealing with incompetence and frustration when I should be relaxing. I even emailed the CEO **** ********.
Business Response
Date: 06/03/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution
Business Response
Date: 06/04/2025
Cellular Sales has received the communication from the customer. Cellular Sales has reviewed this concern and is unable to assist with any inconvenience credit and considers this matter closed.
Customer Answer
Date: 06/11/2025

Complaint: 23407834

I am rejecting this response because: for all the same reasons that I stated in the last complaint. I will never consider this OK until I am given some kind of compensation for the mess that their office has caused. It is June 11 and I am still not completely fixed with my plan and I still have a case manager working with me. Verizon should not be responsible to fix all of the issues. Cellular cells needs to have some accountability I will continue to say the same thing until they accept some responsibility and try to make some amends for everything that has gone on.

Sincerely,

***** ****
Initial Complaint
Date:06/02/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 May 27th, I purchase 3 phones from the company. When I paid for the sales tax I was also informed I would pay a $35 activation fee for each phone on the transaction. When I received my cell phone bill, I saw the $35 activation fee and I returned to the store to inquire about the fee I paid in store. At that point the manager informed me the $35 I paid in store was actually a commission and not the activation fee. I told him if I had know I would pay the fee twice for each phone, I would not have purchased them. I also informed the manager this information was misleading and predatory.
Business Response
Date: 06/02/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23398889, and find that this resolution is satisfactory to me.

Sincerely,

***** *********
Business Response
Date: 06/03/2025
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.
Initial Complaint
Date:05/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
So I went into verizon store 2850 nw 63rd st okc ok 73116 around 9/12/24 and was talked into a mobile Hotspot box when I wanted home wifi. The verizon seller told me I paid 20$ now and I could return it within the 30 days and not be charged. So on 10/10/24 I went in and returned my item 10/10/24 around 1:41pm and signed a piece of paper that stated i returned the item and owed 0$. Then the next month i get a bill stating I owe money i called and they confirmed the item was returned and would make sure it was canceled. I've called multiple times bc this kept happening. Well now I have it on my credit when I did my part and u verizon didn't do ur part. This is illegal and ur running my credit score down u have cameras and u have all ur phone calls recorded. I also called and have a recorded call where the verizon person states verizon is wrong and at fault and the supervisor didn't do his job there are multiple notes documented stating all of this. U have ruined My credit and something needs to be done Now! The customer service rep also stated i only owe 168.80 but the bills verizon is sending me are 228.80 last i checked that's fraud as well. Lastly they stated that the item is a wifi router I put in my windows and is white that it puts off a signal but that is not what I got it was a black mobile Hotspot box that the rep said would run up to 5 devices when it wouldn't even run 1. U have taken me to hell and back and ruined my credit just for ur own fault of not doing ur job! I expect u to go above and beyond to fix this. Also I have been locked out of my account since I returned it so yall have made it to where I have no proof and documents and the person I talked to at the store was super rude and disrespectful
Business Response
Date: 05/27/2025
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 06/03/2025
Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

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Verizon Authorized Retailer - Cellular Sales is BBB Accredited.