Gross systemic incompetence

Took in phone to be repaired 15 March. Told will get a quote. Someone phoned on 17 March with an amount - I said to go ahead. Thursday 19th I called to ask what the status was to be told I needed to sign a quote - first time it was mentioned. I signed the quote then. As I was in the shop message came saying I had rejected the quote. Staff said it was sorted. Asked for a number at head office to complain to - spoke to some customer service person who promised to check it out - to this day am still waiting for a reply. Today 24 March I phoned to ask the status to be told a quote needs to be signed!! Nobody can explain why I have to sign another quote for the same work and again I wouldn't have known if I didn't call in myself. Have signed again. Asked staff for someone to complain to - number I dial says sms will be sent to person. So after 9 days I could have sat on my phone for all the difference it mskes.