I went to this store to replace my old phone that was no working. I did not authorize any other change or add on to my verizon service. Then the end of month bill increased by $100 because the store added "unlimited cloud", "phone insurance" and upgraded me to an expensive new plan. ALL of which was done without my authorization! Don't go here, pick another store. read more

best customer service I've had. we came on Sunday frustrated and left feeling amazing, the help was perfect. Thank you Ari!

Horrible Horrible Horrible RUDE Narcissist's at the Waltham Verizon retail store at 1100 Lexington Street. They are a retail store and they will take all of your money and sell like hell, and cause you grief. Corporate Stores are much better--this is only a retail store. Go to Chestnut Hill. Worth the drive. 13 Boylston Street, Chestnut Hill, MA 02467. Do not go to this location. The service and prices at the corporate store are far better! Waltham lies. I wanted to add that when I went to Chestnut Hill and bought my new phone, it had a protective sticky on the face. I asked them if all new phones have that. They said absolutely. The phone I got in Waltham had no sticky, and I called them when I opened the phone the next morning as it had fingerprints all over it. They asked me if it was sealed and I said yes. If they think I believe they do not have an instore sealer, they are very sadly mistaken! read more

Very rude, disrespectful, and total disregard for customer service. Also, no one is knowledgeable about the products. 0 stars.

Few things happen in the daily life of  this 60+ yr old woman that strikes more fear into her than 1) a car that won't start  2) a computer that won't boot up and 3) the black screen of death on her phone.  Yesterday I had the black screen of death on my iphone.  I googled all the possible fixes including a hard reset and none worked.  I have a busy personal and professional life and rely heavily on my phone. I stopped at the Russell Cellular - Verizon store on Lexington St in Waltham and was greeted by Kevin Predestin.  I explained my issues and silently hoped it would not be an expensive fix.  Kevin smiled and said no problem, he could fix it, it was an easy (for him I think) fix.  It was just a hard reset - which I had attempted.  In addition to fixing it, he showed me how he did it.  I walked out happy and with a working phone. I purchased my iphone from this here and have been back once or twice over the years for assistance.  I highly recommend this store. read more

I have visited this place in the past, last year on 5/25/2021 for a new phone, and today, 6/5/2022. Both times I had Yamil as my salesperson. Yamil is a pleasant, upbeat, and energetic person who strives at his job. I bought my phone from him last year and visited today thinking I needed a new phone (it was damaged). I remembered him from last year and we connected like it were yesterday Yamil saved me the cost of a new phone by pulling off my damaged screen protector and showing me the (what i thought was an actual crack on my front-facing camera) was the screen protector. As part of my plan, he installed a new screen protector for $5.30 and sent me on my way. Despite the reviews on this place, and I understand everyone has their own reasonings, I will continue to go here as long as Yamil continues to work here. Thank you Yamil for not only saving the cost of a new phone but for all you do. I hope not only you, but your boss sees this positive review. (I have posted this review to google as well) read more

Workers at the "Verizon" store on Lexington Street in Waltham are completely dishonest and deceptive. Same goes for the "manager." My wife was having trouble with her current iphone - she went asking for help, they pretended to try to fix the old phone, then sold her a new phone and "bundle" plan that ended up being far more expensive than they described. She visited another real Verizon store in a nearby town (Watertown) and got great service from that location - the people were able to fix her old phone instantly and, when asked, were able to clearly explain what she had unknowingly purchased. When my wife went to return the new phone (that she didn't need) to the Waltham store and cancel the new plan, she was met with poor customer service, attitude and ended up being charged $90 in BS fees. Not to mention wasting several hours of her time, and lots of frustration. Her old phone works fine again (thanks to Watertown), and she is back on her old plan (which works fine for her and costs about 60% of what the new plan would have cost). Avoid this location. Never enter this store. Go to the Watertown location. I would rate this place at 0 stars if it was allowed. It is not a real Verizon store (just a distributor - "Russell's Cellular" or something like that). read more

Dishonest and predatory business. Don't trust anything they say. Devices all come with restocking fees and "free" phone means $1000 of hidden costs spread out over 3 years in your monthly bill as a "device" cost. Device itself is an outdated phone worth less than $150 retail so you pay 10x more. Avoid this 3rd party store and go to a real Verizon store instead. read more

Unbelievably terrible experience. We switched from RCN (for internet) and TMobile (for cell service) and spent hours at this store on three different occasions, figuring out a new plan, setting up a new phone, and eventually, trying to understand why our new bill was so much higher than expected. A different price came out of the associates' mouths every time. The last person who tried to help said that even he didn't understand our contract. We feel completely deceived, confused, and most of all, like our time and money was wasted. read more

Horrible experience here. Was told my wireless plan would be less after changing. It is an extra 25 dollars a month. DO NOT use this store for anything more than dropping off old equipment to be recycled. read more

I stopped in this Verizon Wireless store (R Wireless on Lexington St in Waltham) and was assisted by Jaysse Ribeiro. He was incredible. He was proficient using their systems to look at my account, potential deals and discounts, and ways to navigate the impossibly complex landscape of wireless contracts and services. He was warm, polite, and respectful, specifically, he didn't treat me like a doddering idiot as is often the case when salespeople come across customers in their 70s. I was able to early-upgrade my phone and move to an unlimited data plan without increasing my monthly bill at all. Yes - got an iPhone 11 and moved from 5gb to unlimited data for $0/month. And while he was serving me, he was patiently teaching his colleague to navigate their systems. I can't recommend this business more highly. read more

Buyer beware - especially females and older people. The only power we have as consumers is to share our experiences to warn others not to work with businesses like these. This place is a Verizon distributor and not Verizon so they could care less about their customers or customer satisfaction. Direct quote from the store manager: "we are not Verizon". They are completely unreasonable, unwilling to hear you out, and their management takes advantage of older people who are not technically savvy. They knowingly sold me a $200 "package" that included accessories and a service to transfer data that they knew they couldn't fulfill due to a lost password. They sold it anyway and when I returned to turn in my phone, the manager was argumentative and rude to me when I tried to reason with them about the fact that they didn't provide the service. Essentially they tricked me to get my money and then said that they couldn't refund anything because the accessories are non refundable. What about the portion of the $200 payment that covered services that were unfulfilled when they knowingly misrepresented their ability to fulfill that part of the deal? I would give this store a 0 rating if I could. The manager turned on his super condescending voice while I was trying to work something out with the salesman who was willing to discuss. Even if they tell you they're looking for the best deal, they don't have the same privileges as working with a real Verizon store or online through your app. read more

Customer service here is lacking. Also the overall level of competency here is pretty low with them one getting the basic equipment wrong and two then passing the buck and saying that they were unable to replace my cable box and that I had to call Verizon customer service to switch cable boxes and that once customer service has contacted them that I could come get working equipment... manager was a jerk the only polite and helpful person working was a trainee...... go to any other Verizon store if you need polite competent help maybe the one at the Burlington mall read more

Recently I had a great Verizon experience. My son and I needed new phones and we headed to the store in Waltham. I was impressed my the care and attentiveness we received. The salesman were professional, knowledgeable, courteous and accommodating. We received great trade in deals and the purchasing process was smooth. Check them out if you're in need of a cell or have issues! read more

Signed up for new service with a promotion for Visa gift card. 4 months later, no Visa card and was told my line don't qualify. So they pretty much scam me into switching services with false information. read more

I went to this store to return some Verizon equipment. It says "Verizon" on the storefront but, apparently, they are only a Verizon Authorized Retailer. So, it should be simple to return the Verizon equipment to them, right? Nooooo! This started in December and continued into January. I had to make 3 trips to this store in order to get everything straightened out. As I was leaving the store yesterday the representative who I was dealing with assured me that I was "all set". Luckily, I checked the receipt that he had just emailed to me which showed that he had made a mistake and I was not all set. He disappeared into back room so I talked to the store manager, Yamil. I asked Yamil to correct the error. I had dealt with Yamil on a previous visit and found him to be uncooperative. Yesterday, he wanted me to say to him, "Please help me" before he would lift a finger. He was extremely rude. I will never go back to R Wireless in Waltham again even though it is conveniently located. Maybe they don't want to deal with Verizon returns. I don't know. I would give them a negative star if I could. I have wasted so much time there. read more

Read the fine print of a receipt they email you after the sale. No returns on accessories that they put on incorrectly. Left finger prints under the screen protector. I was told to leave it in the sun light to get rid of air gaps. Went three times no manager on site. This place is shady as they also tried to charge someone for a Verizon TV remote for $16 when they are free.... read more

I will never buy a phone or accessories through Verizon again! First of all they jack up the accessory prices by a ridiculous amount! I promise you will find on Amazon for far less. I was charged a 35 dollar restocking fee, even though I was upgrading to a 1,000 phone 48 hrs later. I wasn't allowed to return the faulty accessory the store themselves put on my phone, which fell off. Please if you buy accessories there, don't let them take and throw out your boxes, because I watched them do that to everyone during my 45 minutes in line. They are trying to make it difficult to return or exchange anything. I will admit that the man that waited on me was very nice and good at his job. It wasn't his fault the women on the phone from Verizon was telling him what he could and couldn't do, or more just couldn't do. That was a very expensive lesson. I am thinking about switching carries as well. read more

Best experience I've had. It was incredibly smooth, and there was no complications at all. Josh was professional, and walked me through ever single step, and explained each step perfectly. Neri was also unbelievable - she helped me with all the techniques and different apps that I could download to make my phone have a better set up. I would 10/10 highly recommended this Verizon store! read more

I had an exceptionally positive experience here. My very old iPhone was dying and I needed a new one. Hamzah Chamo was extremely patient with me during the whole purchase process, especially the transfer of info. from my old phone to the new one -- I am 72 yrs old and had some difficulty remembering all the passwords I needed to provide, but he hung in there with me and never seemed annoyed. Highly recommend this store! read more

We worked with Antonio and he was so great. He helped us get the best deals and offers and he was super sweet to my daughter as she got her first phone. He even gave her a case off his own phone. A older couple came in asking for help with their Facebook app on their att phone and he happily helped them out and fixed the app. Great customer service and really trust worthy. read more

This review one of two parts, and covers the Verizon store at 1100 Lexington Street in Waltham, MA (which is actually run by Verizon Authorized Retailer Russell Cellular). The other part is a separate review of the Verizon store at 361 Main Street, Malden MA (which is actually run by Verizon Authorized Retailer IM Wireless). The experiences I had at these two stores could not have been any more different. The "service" I received at the Russell store in Waltham was incredibly rude, condescending, and incompetent. For contrast, see the separate review of the IM Wireless Verizon store in Malden, which reflects how a store like this should be run. Background: I had made some changes to my Verizon FIOS service on the phone with Verizon Customer Service. One of these changes involved adding a cable card to a new Tivo deck that I had just purchased. The rep said that I could just walk into any Verizon store to pick it up, and said the nearest store to me was the Verizon store in Waltham. Great. The next morning I hopped in the car and went to the store. After entering, one rep was obviously tied up with a customer, and the other rep just stood there for a while, looking around. Eventually he asked me what I wanted and I explained I was just there to pick up a previously ordered cable card. As we settled in at his desk, he asked if I also had Verizon wireless service in addition to FIOS and would I like to go over our plan and maybe improve it? I replied politely that we did have Verizon wireless, but I was not interested in reviewing our plan; I was just there to pick up my cable card. At this point the rep's attitude changed and went from being disinterested to being downright rude and hostile. He made a big dramatic show of yawning and rolling his eyes as he slowly brought up my order. Eventually he declared that there was no order for a cable card showing; the Verizon Customer Service phone rep must have screwed up the order. The store rep couldn't give me the card. I walked out and from the parking lot called Verizon Customer Service, who confirmed that the order was fine -- the cable card order popped right up and there was no reason that the store couldn't have fulfilled the order quickly and efficiently. My only conclusion was that the rep was ticked off that he couldn't upsell me on wireless service, and "punished" me by refusing to complete the FIOS order I went there for. I don't know whether this reflects a single immature employee with a bad attitude, the store itself, or Russell Cellular as a corporate entity. But I will never step foot inside one of their stores again. I ended up getting my card later from the Verizon store in Malden (run by IM Wireless), the next closest to my location. See my separate review for a much more professional and pleasant experience. read more

If there was less than zero stars I'd being putting that . TOTAL scammer. They are on commission and lock you into things you don't need or even realize you're buying . They refused to give money back . Just as the other bad reviews I totally agree- STAY CLEAR. read more