Complaints

The 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:04/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On April 3rd 2025 we went into ******** to have the phone looked at becuase the screen turned black. We purchased a new front and back screen $651. The phone did the same thing screen turning black we went back into the store 4/5 requesting a refund. We were within 14 days for the refund guidelines. Manager refused the refund and instead said that another screen may work. We didn't have the time to stay while the phone was troubleshooted. I again requested a refund. The manager was sure if we placed another screen it would work. Screen was replaced. 4/7 called into the store requesting a refund as the screen went black again . Manager refused the refund. As a customer we are allowed and met all criteria for a refund. The manager refused refund. Today 4/8 the screen is still black. The phone is inoperable.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On Sunday 1/26/25 I spent $200 plus 8.25% tax on an Apple iPhone 15 screen replacement, when I asked why it was so expensive they stated its genuine expensive parts! Their store has signs up everywhere stating they use genuine parts. This merchant put an aftermarket faulty screen in my phone and damaged my iPhone Completely , the display is discolored the display is draining my battery life , I called and complained they lied and said they gave me an option for a real genuine screen and THEY NEVER did , they never told me it was not genuine or gave me any options , they told me it was genuine. They are falsely advertising their services and products , I want my money back and my genuine IPhone screen back that they told me they were replacing ! They have stolen my genuine apple part & replaced it with a bootleg aftermarket part that is destroying my $1000 phone! Horrible business practices . They have refused to acknowledge their dishonest practices, provide me a refund and return my genuine apple part that they took out of my phone. I want my money ********* genuine apple screen back as well and they can have the fraudulent screen& if this aftermarket part they installed into my devise without my consent or knowledge destroys my devise I will be looking to have my GENUINE iPhone 15 replaced completely.

  Business Response

  Date: 02/03/2025

  Hi *******, 

  Thank you for contacting Cellairis Customer Service. I apologize for your experience at one of our franchise locations. We have reached out via email in order to be able to resolve this matter. 

  Thank you,

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22874851
  
  I am rejecting this response because:

  No refund has been initiated yet , I will not trust this company to work on my phone again. They mislead me about the product I paid for and lied to me. Someone called me on Tuesday  2/4/2025 at 1:50pm CST and stated they have a recall on the screen they installed in my phone and requested for me to come back in the store to let them put a different screen in  see attached phone call record & photo of the screen that was installed . I will not allow this company to touch my phone again, the only solution here is to return the money they knowingly took in bad faith of putting an aftermarket product in my phone while leading me to believe it was a genuine product and then admitting their fault by calling and claiming the product had a recall .  Please initiate a refund to resolve this matter . 

  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/10/2025

  We have reached out to the franchise owner for an explanation and a resolution to this matter. Customer was informed of our reaching out to owner of location. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22874851
  
  I am rejecting this response because:
  
  

  I have not received a refund or any proof of a refund being initiated. 
  

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  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 had my phone repaired at Cellaris about a month ago. They replaced screens on my ******* Fold 3. Recently the phone got a little water in a camera lens and I took it to UBreakIfix authorized ******* repair shop. I was told ******** put too much glue and if they tried to open the phone some of the components may break. ******** refused to take responsibility due to water damage, which has nothing to do with the work they did.I need either a refund on poorly done work or for them to fix it at no charge.

  Business Response

  Date: 04/11/2024

  We have reached out to the customer directly to gather more information so we may assist them further before we can offer any possible resolutions available.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  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.

  The date of transaction was 11/21/23. I went to the store to get a new battery for my iPhone. The clerk installed a new battery while I shopped. When he returned the phone to me there were bright lights on the bottom of my screen which werent there before. The clerk told me he had to put alcohol in the edge of the phone so he could get it open without breaking the screen. He told me the lights would go away. They are still there 3 months later and the new battery he installed wont hold a charge. I returned to the store and told him the battery was not functioning after only 3 months and was told there was nothing he could do. I would like a full refund of the price of the battery and some compensation for the damage to my phone.

  Business Response

  Date: 03/21/2024

  we have contacted the customer to gather more information before we can provide any available resolution options. 

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  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.

  Dec 1 went to their kiosk and inquired about get my ipad charging port repaired. ***** said he can order the parts and give us a call when it comes in Dec 5 received a call that parts are in and to drop off ipad on Dec 8 for repair Dec 7 dropped of the ipad. Took the ipad case protector off in front of ***** and NO damage was noted. I only emphasized that the screen protector is the only thing cracked. No damage on the ipad was documented infront of me. No document was signed no copy given Dec 8 at 5pm ipad was picked up by my husband charging port was fixed but I noticed the damage on the *** screen left side as soon as he got home. Called Cellairis the next day Dec 9 called and talked to ***** and *******. ******* said they have documentation that I signed that there was damage when I dropped off the ipad. I told ***** that there was no damage when I dropped off the ipad. ***** said that he assumed that i was aware of the damage so he did not mention it I did not sign anything on Dec 7 when I dropped off the ipad. There was no copy of any documentation of the damage noted and no copy was given to me at that time. There was no damage on the ipad. They wont take responsibility of the damage and refused to repair the *** Dec 12 I called ***** and requested a copy of the documentation and their full names said i was going to file a complaint he hanged up the phone. Called a few times more and he said he will call the cops if I dont stop calling. Attached receipt given on dec 1 for $75 down payment long unreadable print and second is for full payment on dec 8

  Business Response

  Date: 12/18/2023

  We have reached out to this customer to gather some more information and also contacted the location to get more information from them as well. Once we receive all information needed we will be able to provide the customer with any available resolution options. 

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Summary: I went to the Cellaris store in ************** about a week ago to get my ipad charging port fixed. **** aka Mr. *** quoted me $299 to fix the charging port. I asked him why it caused so much, and he said in order to fix the charger port; he would have to go inside the ipad, and when they went inside the ipad that *** cause a crack in the screen. And so in order to fix the crack in the screen, it will cost a $100. After some talking to and convincing, Mr. *** finally told me that the charge would be $199 plus tax. Even though I knew that the cost was bizarre; I agreed to pay the cost because I needed the device for my job. I paid $212 and some change for my ipad repair. And when I went to my car to switch everything over. I noticed that's the inside of the screen has some discoloration. I went back inside and showed the guy my ipad and advised him. That my ipad was not like this. When I had given it to him, he claims that this is what he was talking about. This is the damage that would have happened and that I had told him that I didn't want to pay the extra $100 to get this fixed. I had already paid him the $212, and I did not have any other money to dish out. Mr. *** said that in order for him to fix the damage he caused; I would still have to pay an extra $100.I walked away and called the Cellaris at Atlantic Station. They asked me the make and model of the iPad, and he said that they would have charged me $60 to fix my charging port. I told the guy at ************** (Mr. **** what Atlantic Station said and then put the guy from Atlantic Station on speaker. Mr. *** looked surprised and said, "Well I had to do soldering." Cellaris guy from Atlantic Station says: "What soldering? There is no soldering that needs to be done. I only would have been charged $60." Mr. *** seemed bewildered but still insisted that he couldn't fix my screen that he messed up.

  Business Response

  Date: 11/13/2023

  We have contacted this customer to gather more information and contact the location to gather details from them as well. Once we receive all that information, we will be able to provide any possible resolutions to the customer. 

  Customer Answer

  Date: 11/13/2023

  I already sent them the information that they wanted. My ticket number is 168683. I sent all that information in September and they have yet to respond to me.
  

  Business Response

  Date: 11/14/2023

  We have resent the requested information to this customer. We are still waiting to hear back from the location now. Please allow up to 2-3 business days for us to get back to you with more information from the location regarding a refund. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20841382
  
  I am rejecting this response because:

  I already responded to Cellaris and gave them everything they needed. And yet they have yet to respond. My ticket number is 168683.

  I would like a refund, as well as my item replaced if it cannot be fixed.
  
  Sincerely,
  
  ******** Feelings

   

   

  Business Response

  Date: 11/14/2023

  We have stated in our previous response and also communicated this to the customer through our customer service department, that we are still waiting on required information from the location about the repair, not the customer. We received all the information from the customer needed at this time. All of our locations are independently owned and operated franchised locations, therefore in order to assist the customer further with their issue, per our company policy we must allow the location up to 3 business days to provide the requested information to us. Once we receive the information from the location or the 3 business days have passed, we will then be able to provide the customer with any possible resolutions we have available. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20841382
  
  I am rejecting this response because:
  I already responded. Numerous times and they have yet to respond themselves. 

  
  Sincerely,
  
  ******** Feelings

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ******** Feelings

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  September 24, 2023 Took iPhone 12 (128 GB) to Cellairis in *******************************. iPhone was in perfect working condition and needed back glass repair. Employee stated he could not do it, so we told him we would take it to the ******, ** store. He called the Athens location to be sure they could fix it for us. They told him he could do it and they would talk him through it over the phone because it was an easy fix. He told us he would have it done in 1-2 hrs. 6 hours later, we returned to get the phone because we had not heard from him. We found him with the phone in pieces and no longer operational. He said the master technician would come the next day to fix it. When the master technician called the next day, he informed us that the phone was damaged beyond repair (we have been given multiple excuses as to why the phone ended up damaged, including blaming us) and we would have to pay $250 to replace the phone. We thought this was unfair, but agreed to pay it. We were given an old iPhone 12 not in box that was only 64 GB, which would not even hold the iCloud backup for the phone he destroyed. We have been told we will have to pay more for more storage. Employee also turned away a person of color and refused to fix his screen while we were waiting. He gave no explanation to the man as to why he would not fix his screen after he had already signed the paperwork. The man asked if it was because he was black, and the only response he gave him was that he was black too (which he absolutely is not). This location in *********** ******* mistreats customers, takes advantage of them, and straight up lies.

  Business Response

  Date: 09/28/2023

  We have reached out to the customer to gather more information in order to resolve this issue.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20663975
  
  I am rejecting this response because:
  I have not been contacted by Cellairis or anyone associated with Cellairis.  I have reached out to Cellairis corporate offices through phone, email, and text and have yet been provided a response.  The Cellairis store ignores my calls when I call in attempt to resolve the issue. When they do answer, ** not permitted to talk to the manager and promised a call back, to no avail.  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/02/2023

  We have responded to this customers emails multiple times and are working to provide a resolution. We are still awaiting more information from the location before we are able to provide any resolution options available.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20663975
  
  I am rejecting this response because:
  Although I have received emails from Cellairis, they only asked for more info. I responded promptly to the emails, yet no resolution has been offered. They reply saying they will contact me soon, but it never goes past that. Its like a computer generated response. I reply and get the exact same response over and over again. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  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 went to the Cellaris inside ******* on *************-******* Rd to get a phone repair and received less-than-stellar customer service. I was told the repair was going to be $259. I was willing to pay this and after the repair was done, I went to pay with my card before I was told that I needed to pay with cash. There was NOTHING in the store that indicated it was cash only, nor was I told that the card reader was down or anything. I had to drive to my back to withdraw the cash because the *** inside ******* was not working. When I came back with $260 in cash to pay, my total was $285. I was told twice that it was $259. He lowered the price to $265 and I paid him but he did not give my change back or give or ask me if I wanted a receipt, which is required just in case something is wrong with the fix. As soon as I left the store, I realized there was an issue with my phone. The response time was slow, I had to type slower to properly type and the screen would flash often. I know I couldn't go back to them because they never gave me a receipt.I was very frustrated with the entire ordeal, so I left a review on ******* and less than a day later, I'm bombarded with phone calls and a text message from an employee's private phone number asking how my repair was. This is unprofessional and very inappropriate, as when the one time I answered, this employee never told me who he was.

  Business Response

  Date: 05/24/2023

  We have reached out to this customer for more information regarding this matter. We will respond with a resolution as soon as both parties have been contacted. 

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  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 bought a cell phone from the merchant and he stated that I could use the phone at my current phone provider. After purchasing the phone I went to my phone provider and they stated that the phone was locked and cant be used.. I went back to the merchant he took my phone back and only gave me a partial refund.. I paid 650 dollars and he gave me back 299

  Business Response

  Date: 01/06/2023

  We have reached out to the customer to gather more information before we are able to resolve the issue. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18680721
  
  I am rejecting this response because: I didn't receive an email or phone call
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/12/2023

  We have contacted this customer by email three times prior to her rejecting our response to her claim. The customer has also now responded back to us as well. We are gathering more information from the location now that we have the information we needed from the customer in order to process her complaint.  We will update the customer within the next 48 business hours with our decision and if we are able to provide any resolutions for her complaint. 

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On September 2 Thursday 2022 I went to ***************** location to get my ******* galaxy 20pluse lcd screen fix . The lady told me 320$ 1 hour and **************************************************************************************************************** 2 hours. I come back now she says the store didn't send the other part of the screen come back tomorrow morning. Then again I come back now she says it doesn't work she has to order a different screen come back Tuesday thats 4 days already!! Now she told me she send it to a store out of the city to get fix without my permission. Should of just gave me the phone back that first day!!!! Soo mad seeking legal advice.

  Business Response

  Date: 09/09/2022

  we have reached out to the customer to gather more information. We will need more information about his repair from the customer in order to assist him further. 

  Customer Answer

  Date: 09/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/21/2022

  On Sept 1 2022 I went to get my phone fix for lcd screen I wS told it will be $350 so I paid and I told me 3-5 days . Every time I call they don't answer I have to go to the store and they tell me its fix they ship it cone back 1 week from no . And same repa5 they ship it cone again. I call the city they don't help me they don't want to give me my phone back .its been 2 months now.

  Business Response

  Date: 10/21/2022

  We are working with the location now to get the customer the device back as soon as possible.

  Customer Answer

  Date: 10/21/2022

  Its been since September 02 2022. They keep telling different dates. She's not telling me where's is my phone or who as it !!

  Business Response

  Date: 10/24/2022

  I spoke to the customer last week and was he told me he wants the device still repaired. I told him we will update him once the repair is completed. 

  Customer Answer

  Date: 10/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************