Store is "branded" as Verizon. While they are an authorized provider for Verizon, they are NOT Verizon. Due to a Cellular Sales associate who did not do their job correctly (or really at all) during the order of and activation of the new phones, I did not receive any boxes to return my old phones which resulted in no monthly credit for them and I was issued no instructions or paperwork to order the 3 Samsung VR Headsets. He said Verizon would be contacting me about the return of their phones and I would be receiving the headsets after 2 to 3 billing cycles. This resulted in Cellular Sales refusing to honor the Samsung VR Headset promotion for the new 3 line plan that were ordered during the promotional period at their store because they said the promotion had ended. That's when I found out that this store is NOT Verizon but an authorized dealer for Verizon. (I've been with Verizon since 2002 and have never experienced poor customer service from them.) A few months later I came back to the store after I went out of my way to contact Verizon who then instructed me to follow up with Cellular Sales to return the old phones and receive the monthly credit as well as order the Samsung VR headsets. When this issue was escalated to Cellular Sales Regional Store Manager level, he never returned one call after leaving over a dozen voice mails from both me and his own store employee. Samsung has provided the promotional contract information to me saying Cellular Sales must honor the promotion and Verizon provided proof of order, shipment and name of store employee who placed the order as well as activated the phones when they arrived. Verizon is escalating this to their Verizon Executive Relations department and promises to notify appropriate executives about this Cellular Sales store, their staff/management and this case. I cannot stress this enough......DO NOT GO TO THIS STORE.
Go to an authorized Verizon dealer in York, PA or Westminster, MD where you will get the service you expect directly from Verizon.
There was NO resolution as noted below. Cellular Sales upper management through the resolution process refuses to honor the promotion for the headsets or provide any type of store credit and that is why Samsung and Verizon are very interested in the way Cellular Sales has handled this problem. Very poor service from Cellular Sales and no responsibility for the poor performance of Michael, the Cellular Sales representative who sold us the phones. If that's what you call resolution, then that's the main reason people should avoid Cellular Sales in Hanover, PA. read more
