Verizon Authorized Retailer - Russell Cellular, Monett MO

Customer service seems to be getting worse. Driving the distance to Rogers is worth it for the customer service.

Went to your Monett location twice within a week. My dad went in last week to transfer his phone on his own account. Angelica B was rude so he left. We go in today and Angelica helped us again. She is the rudest, slow and has no customer service skills. Her manager is no better, she was suppose to change the price on my account and third person was putting her makeup on.terrible store.

I purchased a Blue iPhone 12 from the home office out of the Monett store. I was told that all I had to do was go pick it up. I was about to drive an hour to the store, but finally got through on the phone after calling for an hour. I was then told that they forget to put my iPhone in their inventory as previously sold, and that my iPhone was going to someone else. My letter has already gone out to the office of the president.

Although I've only been a Verozon customer for a short time I've had a lot of interaction with this store. There is a lot of customer foot traffic in and out with usually 2-3 employees working. Although I can see how someone could get quite frustrated with the long wait times for assistance (I waited 2 hours one day and 1 hour another) once you receive an employee's attention they are thorough and make sure they do as much as possible to help you meet your needs or resolve any issues you have, no matter how long it takes. I had one employee stay 2.5 hours past their closing time to make sure all the customers present at closing were attended to. The staff I've interacted with are friendly, patient and helpful- even when things are stressful. While waiting I watched employees show novice phone owners do things such as change their background images, access their email and recover passwords. If you can get past the long wait times (which is often out of the staff's control due to the nature of the amount of time it takes to activate a phone service or troubleshoot a technical issue) the customer service is good once you begin to receive assistance.

Jade was extremely helpful today. I hadn’t updated my phone in over 7 years so I was well over due for an upgrade, she was patient and answered all my questions.

Ordered a new phone on Verizon Wireless website, scheduled it for pickup at this location. Arrived with all the information needed to pick up my phone. The representative, a female (she would not give me her name) said I need to check in. I asked how do I do that? She said in your app, so I pulled up my app, and there was a QR code, it said to show it to them. I asked if she had my phone and can I pick it up, she says yes its right here in a very rude manor. I asked how can I get it, she seemed like she did not know what she was doing and was getting frustrated with me about it. I asked if someone else could help, the other guy there would not assist me either, he acted like he did not want to mess with that lady and just kept quiet. I think his name was Juju, he was very nice. Finally after spending about 5 minutes on the phone with Verizon trying to figure out what she was trying to say, the lady said she just logged off and back on and asked for my pin, then for my ID and put the phone in a bag and gave it to me. I asked for her Managers name and she reluctantly gave it to me. I wasn't trying to give anyone a hard time, I was just in there to pick up my phone. It appeared that maybe she did no know how to do her job or needs more training, but the e-mail was clear, come into the store and pick up your phone. Nothing about checking in. This lady, who's description was short with long brown hair, needs more customer service training.

The customer service guy was so rude on the phone. I did not appreciate how impatient he was responding to my concerns. I had to end the call, because he was so rude. He did not sound like he wanted to help at all. Ruined my day.

I made an appointment to come in an switch my parents phones over. They are elderly and impatient and I live 8 hours away. I called the store and was informed to make an appointment and they would transfer all of their information for $35. Based on my past experience I expected it to take in excess of 2 hours.

When we arrived Chloe was amazing. She answered all of our questions and was very knowledgeable of the process. She was very patient with us. She processed both phones at the same time. Transferred the data, applied the glass protection and all of the accessories we needed in 1 hour!

Chloe thank you for making what could have been a stressful experience very pleasant! Verizon - you have an amazing employee!

Lynn Carver Guhin

Alex was so entirely helpful and quickly resolved the issues at hand. I appreciated his friendly professional manner. He is a gem!

Love working with Jade! She has help me figure out what I want. It took me weeks of changing my mind. She was glad to help the whole time!

I was on total wireless and it was horrible service so I came back to Verizon. The sweet young lady Angelica worked for almost 2 hours to get the to release my phone number on to get hung up on. I feel so bad that she worked so hard to help me. I ended up just getting a new number and it took her all of 2 minutes! She was amazing. Thank you Angelica!

Amazing experience in store. Exceptional customer service as well. We asked Alex to leave us a message and he did. He was very helpful whenever we asked a question. Very much recommend.

When I went to the store my phone was broke and I could not read the screen. Alex who works in the store was very polite and took the time to work with my old phone and was very patient. I left the store with a new phone with all my old data and couldn't be happier. Thank you Alex and Russell Cellular.

Very friendly and best of all they were very knowledgeable about the products they sale. I was impressed with the speed and efficiency of their employees. Not sure about all their employees but the one That helped me was great and I hope Russel cellular treats him right cause he is definitely a valuable employee. Thank You! Jade & Alex

This is the second time I have walked out of this Monett store feeling like I was important and my problems were addressed and not told that if I had a problem call Verizon and wait on the line for two hours from another store in my home town. I had to travel 30 miles to come here but it was worth it. I have also heard from three other people that if I need help, go to the Monett store. They have excellent customer service and are always helpful and and friendly!

Angelica and Chloe are always so helpful and sweet. They always have all of the info I need and find the best deals for me! I highly recommend this Verizon location!