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Posts: 1
Registered: ‎10-08-2018

Best Buy lied about the cost to exchange phone and refused to give my old phone back to me (w/data)

I bought a new phone and within a few days decided I'd prefer a smaller phone. I went into exchange it and asked for the price difference and any costs etc. I was told a particular price and that they could transfer the data. I agreed and they processed the return. I was then informed there was a promo that I got my orgininal phone that expired so it would cost me an additional $200 than what was discussed to return/exchange my phone. I said I can't afford that/ don't want it. They said too late, we've already processed the return and we can't give your phone back so either you pay the extra $200 and we transfer your data or we're keeping your phone and erasing all your data.


I was forced to pay way more for a phone than I was told or that I wanted or could afford to pay or otherwise I would have all my important data erased. When I got upset they wouldn't give me back my phone with my important data the manager (Tony in Downers Grove) just said he was kicking me out and erasing my data so I better do something quick.

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Registered: ‎11-30-2015

Re: Best Buy lied about the cost to exchange phone and refused to give my old phone back to me (w...


Hello LanceTK,


Choosing a phone that best fits your needs is important. Thank you for choosing Best Buy for your mobile purchase. It’s disappointing to hear the one you initially choose didn’t work out for you. We appreciated the time you’ve taken to share your experience with us and for your patience as you had waited for our reply.


As shared in our Return & Exchange Promise if you return an item bought as part of bundle or with a promotional discount you’d be provided a refund minus the value of the discount or freebie. I’m sorry that this wasn’t mentioned that this may apply to the promotional gift card you had received prior to starting the transaction. I understand how that can be frustrating. We’d like to document your experience here at our Corporate Office. Can you please send me a private message with your full name, phone number, email address, and the customer service pin off of your receipt? You can send us those details by choosing the blue button in my signature.



Mariah|Social Media Specialist | Best Buy® Corporate
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