Cellular Sales, Verizon Wireless Authorized Retailer

Over a year ago my family and I purchased new phones. At the time we purchased insurance through the store instead of through Verizon. We were told by the salesman that if we purchased their insurance we would get a brand new phone issued to us in the store if our phone broke. The ability to receive a BRAND NEW phone (not refurbished like Verizon provides), at the store instead of through the mail, led us to purchase insurance through the store. My son’s phone, an iPhone 6, has a $ 199.99 deductible on the insurance. Last week my son’s phone broke. The store does not stock his phone because it is a 128G, therefore we cannot get a replacement at the store and had to mail away through the insurance. The insurance sent us a REFURBISHED phone for our $ 199.99 deductible and monthly insurance payments. The store states that the insurance WAS for replacement with BRAND NEW when we purchased it, but the insurance company changed the policy. The insurance company says the store is lying and the policy has ALWAYS been to replace with refurbished if it is not in the store stock (which my son’s phone is not stocked by the store). So the insurance and the store are pointing fingers at each other. Obviously somebody is lying… and we are getting screwed. I am not telling anyone they should or should not deal with Cellular Sales Verizon or Cellular Sales Tech Protect. I am simply stating the facts of our experience. YOU decide!

I have been to this store on three separate occasions and each time have received subpar customer service. There was one instance where they kept trying to sell me insurance and cases despite me making it clear i did not want either. When I finally told the salesmen I wasn’t going to buy it he became rude and abrasive. Each encounter with them has seemed like all they care about is making more sales not prioritizing me. I have seriously considered terminating my contract and switching providers solely because of this location. Once my contract is up you can be sure I’m jumping ship thanks to these guys