Cellairis

I recently broke the screen on my Samsung Galaxy S6, and was looking for an affordable and more importantly FAST option to have it fixed. I called this company and spoke to Shannon in their customer service call center. I explained the situation and the type of phone that I have, and she assured me they would be able to help me at the Killeen location. She gave me a quote and we set up an appointment time for later that afternoon. She assured me I would receive an email with my appointment confirmation, and we hung up.
A few minutes later, I did receive an email, but it was an appointment confirmation for a completely different customer. I replied to the email stating this was not my appointment, and Shannon replied letting me know she was sorry and would send mine shortly. I didn’t end up receiving that until several hours AFTER my appointment time. So much for that.
I went to this Killeen location at the time I had set the appointment for, and spoke to a very nice woman there whose name unfortunately escapes me at the moment. I told her I had an appointment to have my phone screen repaired, and she advised me that she hadn’t received any word of my appointment. She was able to find me in the system after a few minutes, and I showed her the broken phone. She then explained to me that not only are they NOT repairing the Galaxy S6’s yet, they didn’t even have the parts for them. I live in Cove so was quite upset that I had driven all the way there only to be told that everything I had already discussed with Shannon was impossible for them to do. The woman at the Killeen store did feel very bad about the mix-​up, and even called around to other repair shops in the area to find one that would be able to help me.
That should have been the end of it. I got my phone fixed elsewhere and forgot all about this experience with Cellairis. Until a few days later, when I received an email from Shannon at the call center, saying they’re sorry I missed my appointment and would I like to reschedule to fix my Samsung Galaxy S6? Are you kidding me? So I replied to her email that she really needs to get her facts straight, that I had never missed my appointment, that in fact I drove all the way there from another town only to be told they do not fix that phone. Rather than simply let it go, or god forbid apologize for her error, Shannon passive-​aggressively sent back a screenshot of some list from her computer that is supposed to show the services offered at each location, and where it showed Galaxy S6 on the list. I replied to her email letting her know I did not appreciate receiving passive-​aggressive screenshots in lieu of an apology or better yet nothing at all, and recommended that instead of pointlessly emailing me, she would be better served by calling the actual Killeen location and talking to them to find out why they are apparently not doing a service that they are supposed to according to her little list. I also asked her not to email me again, as I had already gone elsewhere and was more than ready to be done with their company altogether. Despite my request for her to stop contacting me, she replied yet again, this time outright aggressively, letting me know that she did not make any mistakes, that the Killeen location does in fact fix that type of phone and she is sorry that they sent me away for some reason.
At this point I was livid. All I wanted was for them to own their mistake, and really to just leave me alone. So I called and asked for a supervisor, and was directed to Yami. Yami was very sweet and empathetic, and assured me she would be addressing the issue with Shannon. She asked for the emails in question, and offered to send me a free accessory of my choosing for the inconvenience. Honestly were it not for the kindness and sincerity of Yami and the very nice woman at the Killeen store, this company would get 1 star for Shannon’s EPIC lack of professionalism and ownership.