Mobile Phone Service
Verizon Authorized Retailer - Cellular SalesImportant 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
- 317 total complaints in the last 3 years.
- 96 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/28/2022
Type: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.
July 6, 2022, went to Cellular Sales (Verizon) to try their service. Told that i wanna make sure the service works at my parents if not i will be returning this and going back to ATT. July 14, 2022 went to store to return their items back and they got rid of my trade in: Apple 12 ProMax and wanted to charge me a 1110.00! I told them how can it be that much when you gave me $800.00 for my phone? He said i signed a contract and lost my phone due to it! I told him you said i had 30 days to return if it doesn't work! They lied! I gave them their phone back, which they charged me a restocking fee $35.00 and i ended up getting $71.56 back! I was HOT! I tried to call their hotline 877-851-0649 but never works. I went back to ATT and got me a $1100.00 phone and would of been cheaper if i had my other phone for trade but Cellular Sales keeped it and I got nothing in return besides Hating Verizon and Cellular Sales! I want my phone back or the $800 they gave me for trade!
Business Response
Date: 08/17/2022
Business Response /* (1000, 5, 2022/07/28) */
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Initial Complaint
Date:07/19/2022
Type: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 returned a phone to the store within the time allotted for returns and they have continued to charge me for it (I have a receipt from them showing the return). As well, they purchased a used phone from me and I was never credited the amount as promised. I also have a receipt for this transactions. Upon visiting the store to resolve the issue I started through a HORRIBLE customer service issue and the issue has still not been resolved - I have been dealing with their customer support center (where the store sent me) for 3 weeks no and still no resolution. Both myself and the company have the receipts - there is no issue with them. It is clear they made an error.... they are just dragging out the process of providing the return. Nobody there has any information other than that they are working on it. I will also be filing a Federal Trade Commission Report.Business Response
Date: 08/17/2022
Business Response /* (1000, 5, 2022/07/19) */
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Consumer Response /* (3000, 7, 2022/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company contacted me simply to tell me to wait and additional 7-10 days from yesterday. This is the same response I was given over 3 weeks ago. There has been no change and no resolution.
Business Response /* (4000, 9, 2022/07/21) */
Cellular Sales is actively working the concern to navigate a resolution. An update will be provided to the customer once a resolution is determined.
Business Response /* (4000, 12, 2022/07/26) */
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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