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New Member
Posts: 5
Registered: ‎09-09-2021
Accepted Solution

Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

Okay, I will admit this before I present my issue here on this forum. I did a bit too many returns/exchanges due to some wrong product decisions by me and also a mistake by Best Buy in giving a wrong model which was returned immediately at the store without opening the box.

 

On 8.28.21, I Traded in my Note 20 Ultra for S21 Ultra online with a store pick up at a local Best Buy store. I received a Trade-in allowance of $430, and an Instore Promotion of $170, the Phone Price was $999.99. So, I paid $422.16 with tax. 

 

On 9.3.21, I exchanged the phone for Samsung Galaxy Flip. A $44.52 restocking fee was applied. So, ($44.52 - $422.16) = -$377.64 + $957.48 for the Flip 3G 256 GB ($890.47 with tax $67.01). It comes out to $579.84, which was charged to my Best Buy credit card. The store was unable to apply the $430 trade-in allowance or issue me a gift card for my trade-in because they said the first transaction was online and I need to contact BB customer service.

 

Unfortunately, the Flip model was last year's model whereas I wanted to buy this year's Flip 3 5G model. So, I returned it immediately without opening the box right there. The store rep issued a refund of $957.48. The store rep helped me get a 128 GB Flip 3 5G for $749.99 + tax $61.87 = $811.86 and charged it to my best buy credit card. Again, the $430 trade-in allowance was not applied or a gift card for my trade-in was given to me.

The receipt clearly states the following:

 

"In case of a return of your new mobile phone(s), we'll refund the value of your trade-in phone(s) on a Best Buy gift card. Trade-in promotion is forfeited. Returns Policy applies. Trade in devices cannot be returned once your transaction is complete"

 

I called customer service, chatted, and spent 3 hours at the same store. Nothing has happened so far. I gave my Note 20 ultra free of cost to Best Buy and they are refusing to give me my money back. Is it possible to escalate this to someone or some team in Best Buy or FTC or something? Moreover every time I called the phone lines went dead after I explain everything in detail in a painstaking way to each rep. I did nothing wrong.

Valued Expert
Posts: 8,276
Registered: ‎02-25-2013

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

You nailed it with your opening line.

 

While your transactions sound like they are legitimate, they do match a pattern of fraud. 



I am not an employee of Best Buy. All opinions and comments are my own.
I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
Valued Expert
Posts: 8,276
Registered: ‎02-25-2013

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

I did not imply you committed fraud. But it matches the pattern of fraud.

 

It is a fraud practice to buy new items and then try and return broken or used ones in their stead. 

 

Most likely a computer algorithm picked it up and marked you. 

 

This type of thing happens more than many realize.

 

I used to work at CC and confronted a guy for trying to return a modem that did not even fit in the box. 

I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
New Member
Posts: 5
Registered: ‎09-09-2021

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

BB did not respond at all. Going to BBB or FTC and file a formal complaint. This is cheating. 

Posts: 1,703
Topics: 89
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Solutions: 81
Registered: ‎11-23-2018

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

[ Edited ]

Hello, antonyvijai!

 

Thank you for joining our online community and posting for support. I apologize for our delayed response. I'd like the chance to help now with your trade-in allowance and what has occurred with your purchases. 
 

To start, please send us a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎09-09-2021

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

UPDATE: Allison helped me get a check for the trade-in value. Best Buy sent me the value in a check and did right by me. I am a loyal BB customer for many years and I will be one for years to come. 

Posts: 1,703
Topics: 89
Kudos: 276
Solutions: 81
Registered: ‎11-23-2018

Re: Best Buy Refusing to refund my trade-in value after I returned the product I purchased online

antonyvijai,

 

I'm so happy I had the chance to assist in resolving this! If you future questions or concerns please don't hesitate to reach back out. Thank you for being a loyal customer! Smiley Happy 

 

All the best,

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