Best Buy — Local services in Houston

To whom it may concern, I am a long time best Buy customer and I buy almost all ranging from small electronics to appliance with my credit card. I have always been happy with how my needs are handled with my best buy purchases. On February 24th around noon I went in to the best buy on 9670 Katy Freeway Houston, TX 77055 to purchase and replace my old refrigerator; which was also bought at best buy, I found my self buying from a company within best buy(pacific sales) but since it was all the same procedures and card and all, I paid no mind to this detailed since at the time I knew it was a best buy transaction. I received my delivery as expected and all was fine until my experience with the new refrigerator was not as efficient as I hoped for. For instance, the water dispenser leaked a bit more water than I would have anticipated, the water being dispense was warm, the ice dispenser was very slow, even when in cubes you get crushed ice, and simply the general idea of the refrigerator was not fitting. As I let myself and my family more time to adapt, I realize that I was closing in on the time best buy allows for returns and decided to call to the same best buy to see if a return or replacement was an option and how we can act on it. I spoke with 3 reps at the store and they all said the manager Julio will get back to me, which never happen. After multiple attempts during the same day I finally presented my case to Julio, and talking back and forth while he debated why not to return it and I insisted that I was not happy with the product and would like to return it. At that point, Julio point blank told me " even if you bring the refrigerator, I will not accept this return" I must say, this was very frustrating because he was the manager and only person with the ability to help there was. I guess he as a manager can disregard the return policies, i would think they must be follow and even if there were charges he could have threaten me with but to reject the item in such a manner is a show lack of ethic. I reminded him that this is not a personal matter and I am simply not happy with the product and would like to return it, if there were charges I would be willing to pay or if there was someone else I can direct my concerns to I would like their contact information. Julio then told me that he is the manager and that he cannot accept the item regardless. After much insisting on my part,he said he would contact his regional manager, who will then contact me to resolve the matter and guess what! I am still waiting. Once again, the expected lack of responsibility and lack of costumer service again. The worst part is that I still have this refrigerator and I am not satisfied with it. After having spent close to $2500 I feel scammed, like pacific sales does not stand behind their product, upset that no further action was taken to at least follow up with me, and frustrated that best buy washed their hands and told me whatever purchases I did with pacific sales, I would have to deal with them directly. I honestly question, if you have a store within selling to your customers you must have some kind of responsibly to control quality of service because now I will think twice before buying again at a best buy store

Please all, be ware when you buy from this company, they may present all possible obstacle to avoid a return even within the time...

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I had the worst experience yesterday at this store. I’ve been trying to call customer service to get a solution but unable to get one. Yesterday I came to this store to to return an item I had purchased. When arrived to the designated area to return the item, a guy greeted me an asked if he could help me, I responded and explained to him that I wanted to return the item but I didn’t want the money to go back to the card I used to buy it, because I no longer had access to the card, that it was my ex husbands card that I had used. He said that they couldn’t give me cash, that they could only do store credit in a gift card. I agreed to start the process for the refund on the gift card. He went inside into the store and went he came back he said “Here is your receipt”, and I looked at him and said “Wait where’s my card for the in store credit?” and he said “Oh I forgot to tell you that I couldn’t do store credit I refunded the money back to the card.” And I said “Wait, what? That was the first thing I told you that I didn’t wanted to do” I was so upset when he told me that he had accidentally clicked on the refund to go back on the card and he couldn’t reverse it, so I told him that I wanted my item back because I was very clear to say that I didn’t want the money to go back to the card. He went to another guy to ask him if he could do something else. The other guy came to my car window and said “Here.take your receipt!” Which I responded and said “No, I told you this is not want I wanted, I want my item back, because I clearly explained to you what I wanted, Why did you guys do this process with out asking me if that was what I wanted” He didn’t say anything and just kept repeating, over and over “Here’s your receipt” I then asked them “Can I speak to your manager?” He sarcastically smiled and said “I’m the manager!” Since I didn’t wanted to get the receipt and kept asking him for his name this “manager” had the audacity to throw my receipt inside my window car as he was walking away I continued to ask him for his name and he never stopped and as he was walking away he said “George” I stayed there trying to call customer service which it was impossible because of high volume of calls. So I decided to leave the store and when I was backing up he looked and me and began to laugh. I felt so upset and stupid. I can’t believe this people get away with threatening customers like this, not to worry about getting in trouble I wonder how many people have been treated like this and never said anything!!!! Will make sure I never visit this...