Complaints

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

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• 

  Verizon Authorized Retailer - Cellular Sales

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  1690 N Woodland Blvd Deland, FL 32720-1804

• 

  Verizon Authorized Retailer - Cellular Sales

  238 S US Highway 41 Spc 16 Inverness, FL 34450-4997

• 

  Verizon Authorized Retailer - Cellular Sales

  1700 W International Speedway Blvd Ste 538 Daytona Beach, FL 32114-1363

• 

  Cellular Sales

  2717 SE Highway 70 Arcadia, FL 34266-5665

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:05/05/2025

  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.

  I came into this specific Verizon store on April 11th,and the rep stated by trading in my old device i would get the iphone 14 for free. We went to a cooperate store and they stated that there isn't a promotion like that. We went back to return the phone and they said we were not welcome in this establishment anymore and the only way to return the new device is to turn it at that store only. The verizon cooperate store can not take it because I got it from an authorized retail store.

  

  Business Response

  Date: 05/05/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Customer Answer

  Date: 05/08/2025

  
  Complaint: 23285018
  
  I am rejecting this response because:

  THEY GAVE ME SUCH A PROBLEM WHEN I RETURNED FOR MY CREDIT, I LEFT AND THE FOLLOWING DAY RETURNED WITH A POLICE ESCORT WHO STAYED THROUGH THE TWO HOURS IT TOOK TO PROCESS. THEY SAID THEY PUT A CREDIT THROUGH FOR THE REST OF THE CHARGES FOR THE NEW PHONE WHICH I RETURNED.  THEY CHARGED ME FOR THE RETURN PHONE AND A SCRATCH ON THE NEW PHONE(IT DID HAVE A SHIELD ON IT) $75.00.  WHEN I ASKED ABOUT MY TRADE IN, THEY TOLD ME MY HUSBAND SIGNED THE FORM THAT WAS NO RETURN ON TRADEINS.  WHEN I ASKED FOR THE FORM IT TOOK THEN A WHILE TO GIVE IT TO ME. THE SIGNATURE WAS A FRAUD.  THE SIGNATURE IS NOT EVEN  CLOSE TO HIS OR MINE.  WHEN I QUESTIONED THE SIGNATURE HE SAID IT WAS MY HUSBANDS.  WE NEVER RECEIVED ANY SIGNED RECEIPTS AT THE ORIGINAL TIME WE MADE THIS PURCHASE.  WHEN I ASKED FOR ANY OTHER SIGNED RECEIPTS HE GAVE ME TWO MORE WITH ONLY THE BOTTOM HALF OF THE FORM WITH THE SIGNATURES. AGAIN THE SIGNATURES WERE NOT OURS. I WONT BE ABLE TO CHECK THESE ADJUSTMENTS UNTIL MY NEXT STATEMENT.I AM 83 AND MY HUSBAND IS 85 YEARS OLD. WE HAVE NEVER SEEN ANYTHING LIKE THIS.  NO ONE SHOULD BE TAKED ADVANTAGE LIKE THIS AND GIVEN INCORRECT INFORMATION.

   

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

  

  Business Response

  Date: 05/09/2025

  Our customer service team spoke with the customer and explained that per Verizon's policy, all trade-ins are final. The devices once traded in are put in a drop box to be sent back to Verizon and we have no access to retrieve them or return them to the customer. Additionally, It is standard procedure to charge a restocking fee for the return of any equipment especially if there is any cosmetic damage to the device. This fee is at the store's discretion. Both policies were in the customer's official documentation from the point of sale.

  We understand the customer's stating they did not sign these documents, however, that does not change the policies. If the customer is stating that the documents were fraudulently signed, they would need to contact Verizon's fraud department directly and follow any instructions provided by their team. At this time, Cellular Sales has reviewed the policies and documentation from the sale with the customer and we consider this matter closed.

• Initial Complaint

  Date:05/02/2025

  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.

  I'm on disability right now. I'm not going to stay on disability, but I have to say I'm on a fixed income. Wednesday morning, went to get a phone at 1307 West Fifth Avenue, and the man told me I needed a driver's license. I didn't mind that, because you need a driver's license to do it, so I waited two and a half. I took a cab, by the way, to get there, and the cab man charged me $86 plus $40, so that's just one trip. I waited two and a half hours to get a paper driver's license. The plastic license would come a few days from now. So I finally came back, and the gentleman who I dealt with at 945 Wednesday morning, he couldn't deal with me. They had this young woman about my granddaughter's age, I'm 65, and she sold me a phone for $272 without an adapter.

  I called the supervisor and he said, Oh, that model doesn't have an adapter. For $272, everything ought to be in the package. If it doesn't, they ought to tell you from the very beginning instead of sitting in there for two hours, and they ask you for all this personal information about your routing number, bank account number. I'm going to tell you from the very beginning, you got to go to Walgreens, excuse me, Walmart and get that extra part. You don't have to sit in there. I was anticipating to have a phone to use. So sir, I appreciate it if you see me as you see yourself.

  They were very, very rude and ignorant and negligent. You know, 272 bucks in Columbus House is a lot of money because cost of living is pretty cheap here. And Wednesday afternoon, I laid out $272 just to get home and didn't have a plug-in adapter to the phone. That's a lot of money not to have that part. You know, and I called back and this black gentleman said, oh, he ain't one thing I can say gentleman, But he said something like, that phone doesn't have that. Well, you need to tell people that from the very beginning.

  So they can say, well, you have a good day, I'm out of here. Or I got a car, I will go to Walmart and get that part. You need to tell them from the very beginning. Sit there for two and a half hours. They ask all your personal business about your routing number, your account number, your bank, and all that paperwork and all that time. Need to tell you from the beginning so people say, all right, see you later. You know give it they give my options. So I think that's very negligent and then they then they rubbed it in my face I called him up. Well, I can't remember to tell the customer everything for two hundred seventy two dollars, man I you know that I say that somebody need to know about that So and and I can I can and another thing I had to I had to go to the Ohio  DMV. Well, I need a driver's license for paying for other other things, but so I didn't mind that but I went there first thing in 945 I talked to a gentleman And I didn't get a chance to deal with him when I came back in the afternoon. But I waited two and a half hours to get a license, which I needed a license, but came back and I had to deal with this ignorant young woman. And as a matter of fact, they should tell you they don't have it. Now I bought a phone from that same store about a year and a half ago in September. The phone got stolen four months later. So I bought that phone. That phone had everything and the cost was a lot cheaper.

  I spoke to a lady with Verizon  in the Phillipines yesterday. I told her that I wanted a refund for the phone and for the cab. 

  

  Business Response

  Date: 05/05/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  

  

  Business Response

  Date: 05/09/2025

  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:04/29/2025

  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.

  I bought cellphones from Verizon wireless at the end of January this year with a buyback program for our AT&T, I was told 6 to 8 weeks for an email to redeem but it still hasn’t showed. I was quoted on paper for 202.50 a month and they’ve yet to honor that.

  

  Business Response

  Date: 04/29/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  

  

  Business Response

  Date: 05/19/2025

  Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at 877-851-0649.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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.

  Purchased screen protector on March 21st 2025 asked if I would receive a free replacement if damaged for the lifetime of my ownership cellular sales said YES. I was comparing this to a product I purchased in the past from a different establishment where they did offer zero dollar replacements if damaged. I Damaged the screen protector and went to get my free replacement and said I had to pay $15 for shipping and was not allowed to pick it up at my local location. Asked for a refund because I was not given correct information about the product I purchased they said because I was out of the 30 day window and I could not get a refund. Even though I was not given the proper information when purchasing and would have never purchased if I know I had to pay each time I would replace it.

  

  Business Response

  Date: 04/24/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/25/2025

  Cellular Sales has received the concern. Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:04/07/2025

  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 or about 1/23/25, I went to Verizon Store in Ft. Smith to get another cell phone as mine had stopped working. The employee there insisted I get a Google phone which I did not want and that I pay $228.95 sales tax?? After about a month I returned to this store to tell them I did not want this phone, they again insisted I take it. I returned on 1/27, told them I did not want this phone so they took the phone and gave me a Samsung Galaxy S25+ phone. I told them I had talked to Verizon, they told me I was eligible for a phone at no charge, the phone was an S25. But they would not let me have an S25 but kept preparing the S25+ for me, never mentioning price, sales tax or anything else.. I told them that they had messed up my computer during these transactions and they wanted to know how. I am 82 years old, was feeling bullied and disregarded. My phone and my computer was synched so when they removed all from my cell phone, it remmoved all from my computer.. After numerous trips to this store which operated under the Verizon name but is actually Cellular Sales, after requests to get my $228.95 back and refused, I gave up. I had someone else repair my computer and get my contacts correctly on my phone and on my computer. I was told the $228.95 was again, for sales tax when I was not to have any charge per Verizon as I has a no charge upgrade due from Verizon. Cellular Sales had a different idea. Also the man at Verizon who told me I had a Galaxy S25 at no charge due me was named ***** *****, he also told me there would be a $33.34 increase in my monthly bill for 24 months for 125 GB on the S25. The guy at Cellular Sales told me therre was no 24 month programs, mine was 36 months and the monthly payment would be $125+. This man said those workers on the phone were stupid and didn't know anything. At my age 82 working 37 1/2 hours a week, I felt like these folks thought I was some old fool they could run over and that is not the way it is.

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/07/2025

  The customer has notified us that they're declining further investigation into their complaint. In order for Cellular Sales to investigate and escalate the concern, we need to speak with the customer on the phone. If the customer would like further assistance from Cellular Sales they can call us at 877-851-0649 and refer to case # 01002393. At this time Cellular Sales considers this matter closed.

  Customer Answer

  Date: 04/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23169190, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/07/2025

  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.

  I purchased iPhone 16 Pro Max from this dealer in December 2024. I traded in my old phone iPhone 14 Pro Max as part of a promotion after doing so my bill increased to $1100 from its original $275. I've spent approximately 6 to 8 hours on the phone with their customer service trying to get things corrected and every time doing so they say they've gotten itfixed and it never gets resolved. Finally, I spoke with them one last time and they said the promotion the dealer gave me the day I my phone in was incorrect and I was never supposed to give Verizon my phone and that they are back charging me the credit they gave so now they want me to fully pay off my old phone old phone that's in their possession. Which if I'm not mistaken after that phone is fully paid off it would be my property that they have. The customer service representative. I spoke to blatantly told me the dealer made a mistake on the promotion and then I was never supposed to get thatpromotion, but I'm being penalized for it. The last representative I spoke to turned off my auto pay for me that way it it went withdraw the $1100 out of my account before the bill was adjusted which it never got adjusted to its normal price now they're threatening to turn my phones off because I'm late on the payment even though that's what the dealer told me to do

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:04/07/2025

  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.

  Recently, I learned that an employee at one of your Verizon retail stores provided account information to an unauthorized user, who is my ex-partner. From my understanding, the employee only verified this person through a text message, which is an insufficient and insecure method of authentication. When I called customer care and spoke to supervisor ***** he confirmed this individual is not an authorized user. I believed this event took place March 22nd ***** was unable to provide me with an exact location. This practice, which relies solely on text-based verification, means that any individual who has access to a phone number can potentially access sensitive account information without any rigorous checks in place. As a result of this breach, I now feel my personal and account security is compromised, as this event has demonstrated how easily account details can be accessed by anyone with basic knowledge of my phone number. This situation raises significant concerns about the effectiveness of your account protection policies and the reliability of your employee verification processes. I trust Verizon as a company that prioritizes customer security, and I believe this is an issue that requires immediate attention.

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/11/2025

  Cellular Sales has received the concern. Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.

  Customer Answer

  Date: 04/11/2025

  
  Complaint: 23163671
  
  I am rejecting this response because: a security breach of this type is highly important. Cellular sales is treating this like they do this quite often to be honest. Not only am I afraid of having anyone else on my phone lines but I am also afraid that this person can go in whenever they feel like it and do as they please with my account. I am being harassed emotionally and it is all because Verizon did not do its part to protect my information as no one other than the account holders should know any type of $$ amounts on the account. I can guarantee you a transfer would have happened if I didn't have the past due amount on the account. Verizon employees get way to comfortable and if you "know them" or have worked with them before they will still assist as long as you can verify with a code. I am mentally exhausted over this matter and I am very disappointed that Verizon takes their security and clients information as a joke.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/07/2025

  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.

  May 31, 2024 (I believe) my mother ****** ****** visited Cellular Sales in Albion NY to get a new phone. I was on speaker phone with her and the salesman. The salesman stated that if we upgraded out plan we would be eligible to trade in her current phone for a new one. That is what we did, she left the store with the new phone, leaving her old one as a trade in. The next bill I was being charged for the new phone. I called Verizon, they said it would likely come off next bill. Several months later, I'm still being charged monthly for the phone. I contacted CS Albion, they said I would need to open a customer service Inquiry. I did so, Case No. 00994975. The gentleman on the phone assured me it would be taken care of. CS called me three weeks later to tell me that they would not be reimbursing me for the phone. They would not give me any reason or let me speak with the manager. My mother went to CS Albion and spoke with the manager, he said there was nothing he could do. I contacted VZW directly, Case No. MR-2065228611-E01. After several hours on the phone getting sent to several different people, they said there is nothing they can do. They said there was no indication in the transaction that there was a trade in phone, nor did they receive the phone. VZW told me that I should call back to CS and ask for the district manager. I did so and they gave me the number to the regional sales manager, whom has not returned my calls. Both cases have been closed with no resolution. I've wasted hours on the phone. I'm paying $800 for a phone that I wouldn't have purchased. I'm paying $50 more per month for a plan I didn't need. I lost my Hotspot. I lost my 20% discount from my employer because the new plan is not a "shared plan," whatever that means. In the end, all I want is my free phone. I've been a VZW customer for 26 years. It is absolutely appalling that they won't take care of this. I'll be looking for a new provider ASAP.

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Customer Answer

  Date: 04/15/2025

  
  Complaint: 23161322
  
  I am rejecting this response because:  I've already spoke with Cellular Sales and Verizon several times as written in my original complaint.  I do not desire to spend any further time on the phone with either company.  Will you send me a check for $800 for the phone that your salesman said was free before he stole my old phone?  That is the only acceptable resolution.

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

  

  Business Response

  Date: 04/16/2025

  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.
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Cellular Sales in Bellevue. Completely dishonest about new phone/watch promotions. Overcharged,lied to about free insurance, & signed me up for expensive extras I didn’t want. Although I was told my bill wouldn’t increase, it doubled.

  

  Business Response

  Date: 03/31/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/01/2025

  Cellular Sales has reached out to the customer to discuss the concern. The details surrounding the customer's experience have been notated and Cellular Sales considers this matter closed.
  

• Initial Complaint

  Date:03/18/2025

  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 3/14/25 my 83yo mother who is suffering from new onset dementia entered this Verizon store to ask about finding a free app on her phone. The salesman, ***** **** **** was able to convince her that she needed a new phone and iPad. She had one payment left on her current phone, and had no need for another phone. ** sold her the item and $250 worth of accessories. After the sale the phone was not set up her original apps to work correctly (we spent hours fixing that) and her Apple Watch that we use to track her movements, keep track of her health and use as an emergency fall risk alerts for the family was not paired and remained useless for days following the sale. ** took advantage of a slightly confused senior citizen with this sale and lack of follow-up. We were allowed a 30 day return, but ** followed Verizon policy and discarded ****** old phone following the sale so that even if we retuned the new items we could not get her old phone retuned.

  

  Business Response

  Date: 03/19/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  

  

  Business Response

  Date: 03/24/2025

  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.

  Customer Answer

  Date: 03/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23079109, and will work through this complaint with the business. BBB may close this complaint as if I’ve said the response is acceptable.
  
  Sincerely,
  
  **** *********