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New Member
Posts: 3
Registered: ‎07-13-2017

Disappointing experience with in-store trade-in promotion

On 7/9/2017 I walked in to the Madison Heights, MI Best Buy location to trade in my working Windows 8 laptop for the promotion where any working laptop could be traded in for a minimum $75 Best Buy gift card. After speaking with the worker at the customer service desk I was told that my laptop would only grant me a $45 gift card. After mentioning the promotion and the minimum gift card amount I was still told that the most I could get would be $45. I left the store and returned on 7/11/2017, speaking with a different worker who informed me that the promotion had ended on 7/10/17 and that I would not be able to get the $75 gift card for my laptop. She informed me that I would only be able to receive $32 for my laptop. After expressing my frustration regarding my previous visit to the same store and the employee who had no knowledge of the promotion I was told that there was nothing that they could do for me and that I would need to call corporate in order to find a resolution.

 

The same night I contacted 1-888-237-8289 and after waiting on hold for 20 minutes and being transferred 3 times I logged my complaint regarding the unacceptable experience I had in-store. I was told that the representative that spoke with me would not be able to assist me and that he could only log my complaint and have someone get back to me within 24 hrs. It has been 48 hours since my initial call and I have not been contacted by a Best Buy representative.

 

This experience has left me extremely disappointed and frustrated with the lack of help that I have received thus far.

Posts: 2,942
Topics: 51
Kudos: 226
Solutions: 133
Registered: ‎11-30-2015

Re: Disappointing experience with in-store trade-in promotion

 

Hello parlinda,

 

Trading in something you no longer want for a Best Buy gift card is a great way to help with the costs of something you’ve had your eye on. Thank you for joining our community to share your experience with your local Best Buy, and our agents over the phone.

 

Our Get $150 towards the Samsung Notebook 9 Pro was a great promotion! I’m sorry that you may have been not been eligible for that offer which included a $75 Best Buy gift card, and a $75 coupon for a Samsung Notebook 9 Pro. It’s discouraging that you haven’t received a call back as promised to further discuss your concerns. I’d be happy to see how I may be able to assist, plus shed some light on to this topic.

 

The promotion did end on 7/10, and if you were eligible for the offer our Trade-In system should’ve offered it to you. I’m sorry to hear that it didn’t, and the agent you were working with in-store was unable to articulate why. The terms of the promotion did state the following:

 

Get $150 towards the Samsung Notebook 9 Pro When you trade in any working laptop get a minimum $75 BestBuy gift card and a $75 trade-in receipt coupon towards the Samsung Notebook 9 Pro * Valid in store only 6/25/17 - 7/10/17. When you trade in any working laptop get a minimum $75 BestBuy gift card and a $75 trade-in receipt coupon towards the Samsung Notebook 9 Pro. Not all products are eligible for trade-in. Not available in all locations, and some stores may have additional limitations. Trade-in value may vary. Condition, documentation, and accessories may affect value. Excludes devices that are cracked, water damaged, or that lack power. You are responsible for removing any data from your product before providing the product for evaluation. You will be required to agree to the terms & conditions. Best Buy reserves the right to refuse any trade-in or to limit quantities for any reason. Limit of 1 trade-in per person. No rain checks. Tax is applied based on the full retail value. Limit 1 coupon per transaction. For details see a blue shirt or BestBuy.com/tradein.

 

If you happened to trade-in a different laptop, and get a $75 gift card between 6/25-7/10 you’d be uneligible for another. Additionally, trade-in values may vary.  These are often reasons why a $75 gift card wasn’t offered for this particular promotion.

 

I appreciate the time you’ve take to share with us here, and I’ve documented your concerns here at our corporate office. Please let me know if you have any further questions! I’d be happy to help you answer them.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-13-2017

Re: Disappointing experience with in-store trade-in promotion


Mariah-BBY wrote:

 

Hello parlinda,

 

Trading in something you no longer want for a Best Buy gift card is a great way to help with the costs of something you’ve had your eye on. Thank you for joining our community to share your experience with your local Best Buy, and our agents over the phone.

 

Our Get $150 towards the Samsung Notebook 9 Pro was a great promotion! I’m sorry that you may have been not been eligible for that offer which included a $75 Best Buy gift card, and a $75 coupon for a Samsung Notebook 9 Pro. It’s discouraging that you haven’t received a call back as promised to further discuss your concerns. I’d be happy to see how I may be able to assist, plus shed some light on to this topic.

 

The promotion did end on 7/10, and if you were eligible for the offer our Trade-In system should’ve offered it to you. I’m sorry to hear that it didn’t, and the agent you were working with in-store was unable to articulate why. The terms of the promotion did state the following:

 

Get $150 towards the Samsung Notebook 9 Pro When you trade in any working laptop get a minimum $75 BestBuy gift card and a $75 trade-in receipt coupon towards the Samsung Notebook 9 Pro * Valid in store only 6/25/17 - 7/10/17. When you trade in any working laptop get a minimum $75 BestBuy gift card and a $75 trade-in receipt coupon towards the Samsung Notebook 9 Pro. Not all products are eligible for trade-in. Not available in all locations, and some stores may have additional limitations. Trade-in value may vary. Condition, documentation, and accessories may affect value. Excludes devices that are cracked, water damaged, or that lack power. You are responsible for removing any data from your product before providing the product for evaluation. You will be required to agree to the terms & conditions. Best Buy reserves the right to refuse any trade-in or to limit quantities for any reason. Limit of 1 trade-in per person. No rain checks. Tax is applied based on the full retail value. Limit 1 coupon per transaction. For details see a blue shirt or BestBuy.com/tradein.

 

If you happened to trade-in a different laptop, and get a $75 gift card between 6/25-7/10 you’d be uneligible for another. Additionally, trade-in values may vary.  These are often reasons why a $75 gift card wasn’t offered for this particular promotion.

 

I appreciate the time you’ve take to share with us here, and I’ve documented your concerns here at our corporate office. Please let me know if you have any further questions! I’d be happy to help you answer them.

 

Respectfully,


I do have further questions. I would like to receive the $75 gift card that was not provided to me when I went to the Best Buy store while the promotion was running. The worker did not mention the promotion at all to me or say anything regarding not be eligible. I did not trade in another laptop previously so there should be no reason I could not receive the gift card.

 

How is Best Buy going to rectify this situtation?

Posts: 2,942
Topics: 51
Kudos: 226
Solutions: 133
Registered: ‎11-30-2015

Re: Disappointing experience with in-store trade-in promotion

Good Morning parlinda,

 

Thank you for reaching out with your additional concerns! I really do appreciate it.

 

We’d be unable to honor previous promotions, and I’m sorry that the agent you were working with prior to 7/10 didn’t clearly articulate that you seemed to be not be eligible for the promotion. As I previously stated, the true offer of the promotion which was listed on BestBuy.com stated it was for $75 gift card, and a $75 coupon for a Samsung Pro 9.

 

Already receiving the promotion is just one reason that we often see why a trade-in is denied. Other reasons as articulated in the trade-in’s terms are the following that may have made your request ineligible: 

 

Not all products are eligible for trade-in. Not available in all locations, and some stores may have additional limitations. Trade-in value may vary. Condition, documentation, and accessories may affect value. Excludes devices that are cracked, water damaged, or that lack power.

 

Thank you for taking the time to share with us; your feedback is greatly appreciated!

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-14-2017

Re: Disappointing experience with in-store trade-in promotion

your reply is deceptively edited to show an earlier end date.  the promotion was advertised to last until 7/15, not 7/10 as your post states.

 

here is my proof that you are lying:

 

Posts: 2,942
Topics: 51
Kudos: 226
Solutions: 133
Registered: ‎11-30-2015

Re: Disappointing experience with in-store trade-in promotion

Hello Librarian,

 

Thank you for insight on this matter! I really do appreciate your screenshot. You’re correct the original offer on BestBuy.com was through 7/15.

 

Due to the popularity of this Trade-In offer Best Buy decided to end it early on 7/10. As BestBuy.com’s Terms and Conditions clearly state offers are subject to change. The corrected offer should’ve been posted at each store, and was pulled off of BestBuy.com at the end of business on 7/10.

 

Thank you so much for concerns!

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-13-2017

Re: Disappointing experience with in-store trade-in promotion

The agent I was working with did not mention even once the promotion or that I was not elgible for it. He was unaware of the promotion and never brough it up to me.

 

The other agent I spoke with the 2nd time I went to the store said that they were processing trade-ins for this promotion in large amounts the day AFTER I went into the store (even though I went to the store during the promotion).

 

 

I followed the rules, went to the store during the promotion, was not told I was denied for the trade-in. The agent was giving me the actual trade-in value on my laptop, NOT the promotion. I expect to receive the $75 gift card as indicated by the promotion.

Posts: 2,942
Topics: 51
Kudos: 226
Solutions: 133
Registered: ‎11-30-2015

Re: Disappointing experience with in-store trade-in promotion

Hello parlinda,

 

I understand this may not be the answer you were looking for; however, we regrettably would be unable to provide you the $75 gift card as requested, as the trade-in promotion is no longer available as previously advised. I apologize for any frustration this may cause.

 

Please know this is Best Buy’s final answer, and we consider this case closed. Any further messages pertaining to this case will not be addressed. If you should need assistance regarding another matter though, please feel welcome to post again. We’ll be happy to help however possible.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!