Cellairis (Natick Collection) — Local services in Natick

I went to go get my iPhone's screen replaced here yesterday. The phone worked fine before I got the screen replaced, sound was working, the touch ID was operational etc. The man working behind the desk was eager to get some business and quickly reassured us the that replacement will take only 20 min and that we will get our money's worth. We left the iPhone with him, sure that he will only be tampering with the cracked glass screen. We checked in on him 20 minutes later, and the cellairis associate showed us the new phone screen. It looked fine so we thanked him, paid him and left. Shortly after leaving the cellairis desk we unlocked the phone and discovered that the volume on the device was not working. After going though the settings and restarting the phone we realized that this was an internal issue. Sure that the associate could help us out again, we went back. To our surprise, the employee did not offer to fix the problem he caused. He dismissed us immediately informing us that if we went to the apple store, the associates there might be able to solve the issue. Frustrated, we asked again if he could take another look at it because it was his mistake. Again he told us that it was not his problem and asked us to see the apple store. We walked away $55 poorer with a phone that was in worse condition than when we started.

I was not impressed with this screen...

I'd given my Moto Z Play for repair to Cellairis @ Natick Mall 1245 Worcester Rd, Natick, MA 01760. The display had broken and they'd fixed it. While putting the new display, they broke the home button. They were courteous enough to order a new part. I came in and got it fixed too. Then one day, the display stopped working, so they said they will order a new one for me. I dropped my phone on Monday July 31st and haven't heard back since then. I've been trying to call them to get the status, but until today I was hearing that the the part hasn't arrived yet. Today, when I called in to check, I got to know that the owner/staff had changed so that has no clue what was going on. They are not even sure if my phone is ready. They want me to come and get my charger so that they can make sure that it is ready. This is highly unprofessional. The staff on phone used the language "It's your job to come and check if the phone is ready or not". This kind of language is unacceptable. I'm tired to going back and forth. I request you to look into this and clarify status...

I have worked in the customer service field for 8 years now, and I know what customer service is all about. I must say I truly just had a phenomenal customer service experience at the Cellairis store at the Natick mall. Cameron (supervisor) and Antonio (sales associate) showed great care and professionalism. I had to get my previous screen protector replaced because of an issue it had when combining it with a case I wanted to purchase. Cameron and Antonio tried two different screen protectors on my phone so that I could have the option and freedom to see which one would work best while keeping me well informed about the best option and going above and beyond to gather information and physically show me proof of the best option. They also offered me a great deal at the end of it. I could not have been more satisfied with their customer service and support. I highly recommend anyone to go to Cellairis at the Natick mall, you will have your issues and needs addressed and taken care of...