Best Buy Complaint

Best Buy - Horrible customer service

Here is my story...on March 6th I purchased an LG refrigerator from Best Buy @ Greenspoint in Houston Texas. It was delivered the following Monday. 10 minutes after the installer left it started to leak. After several tries at calling the store finally I was able to schedule a repair person. They were suppose to come out on Tuesday, the 11th, between 12 4. During the scheduling of the repair we noted that my phone number was incorrect in the file. I requested and WAS TOLD they changed it. Now I never received a phone call from the geek squad, and was home at 12:15, just 15 minutes after the earliest possible time some one would be there. There was a tag on my door saying I had already missed them. No name, no phone number to call. NO ONE GAVE ME A COURTESY CALL. So I immediately called the geek squad and requested some one else come out that day to do the repairs. They couldn't get anyone out, and I found out my phone number had NOT been corrected that is WHY I didn't receive a courtesy call, so I asked them to correct it again, and told them I did not want another repair person. I spent over 1000 on a refrigerator, and I would contact the store about getting a replacement. I did so, again after several calls, and getting hung up on by the automated system. I was told to come into the store, and we would do an exact exchange. I went to the store, and waited for over an HOUR while they tried to set it up in the computer..at which time I asked them to correct my phone number AGAIN because it was still wrong. Finally they said they would get it worked out and call me later that night. Which they did. They called to tell me I couldn't get another LG, but I could get a fridgidaire, which was fine with me, because it was comparable but they couldn't deliver it until the FOLLOWING MONDAY..the 16th. Not having a choice really I agreed, and once again double checked my phone number. Supposedly everything was in order. So I waited 6 more days to have my new (never out of the box) fridge delivered. I AGAIN hadn't heard from the delivery people, and I had no idea what time they would be coming. So I called the store, again, I got hung up on several times, and had to wait on hold for over 10 minutes. Come to find out, the delivery people HAD MY PHONE NUMBER WRONG AGAIN, and had already attempted to call me to tell me they would deliver between 3:30 5 pm. Ok, fine, so I wait. They show up at 3:30 WITHOUT a courtesy call, even AFTER they have the right number, so they have to wait for me to take everything out of the other fridge. Then the gentleman tells me that my brand new fridge has a ding in the side of it. TIRED OF BUYING ICE, after having spent 1000 on a refrigerator, I tell them to install it, and I will take it up with the store. It takes me several attempts AS USUAL to get a person on the line. I proceed to telling him the problem, as he knows me quite well by now. He asks politely what I would like to see done. And well quite frankly I told him I want to know what best buy can do for me. I have been fighting for over a week to get a new fridge, and DECENT CUSTOMER SERVICE, and have yet to see it. I made a major purchase in your store, and have been treated like a second class citizen. I want a store manager to make me believe that Best Buy is a reputable store, and give me a reason to EVER shop there again. So he speaks with a store manager, and well the store manager is too busy and will have to call me back. Two hours later, dreading calling that store, I call again, because I had yet to hear from them. I speak to the store manager who apologizes and says, 'I'm very sorry for your inconvenience, but we can try and get another fridge out to you in a couple days, and a 25 dollar gift card for your time troubles.' SERIOUSLY the numerous phone calls, over three hours of waiting on hold, and, in the store not to mention the over a WEEK of not having a decent fridge, and he thinks 25 is appropriate retribution for my TIME AND TROUBLES. Not happy about the situation I decide to let it go, and be happy with my petty 25 gift card (TO BEST BUY), and I agree with him to have another one delivered. He tells me his appliance associate will iron it all out and call me back later in the evening.
WELL THAT WAS LAST NIGHT, and it is now 12:42 pm, on Tuesday March 17th, and I have YET TO HEAR FROM ANYONE IN THAT STORE!!!!!!! I purchased my refrigerator 12 DAYS AGO, and this is still not settled. This is completely ridiculous to say the least. Two days before I purchased my refrigerator I went to Lowe’s and bought a washer and dryer, they were delivered, and installed the NEXT day, not 3 days later, AND they worked properly, delivery was free, and I have had absolutely NO problems with those appliances. That is the way this should have worked with my refrigerator.
I am furious to say the very least, so now I'm seeking out some higher power, other than that store..STORE NUMBER 215 ....Please tell me, that I as a customer, am worth more than 25, and can you find some one who can make me ever want to shop at best buy again, and that can make this situation right.
Thank you,
Jesikah Nichols.

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