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Posts: 1
Registered: ‎05-29-2020

Best buy stole my trade in phone

[ Edited ]

On March 18th I purchased a Samsung Galaxy note 10 plus from best buys in Montgomery AL an hour and a half from my home as I wanted the blue one and it was the only store around me that had it in stock. My order number was {removed per forum guidelines}. I had a $400 promotional credit applied to my purchase and my trade in was appraised for $300 to be applied towards the phone. The rep who helped me set up my new phone and erase the data on my old phone took my phone and said everything was set up and the $300 would be applied in about 2 billing cycles. Easy I thought. In May I noticed the credit has still not been applied to my account so I called Verizon and they told me they never got a trade in from best biys nor have they ever recieved a credit request on the account. I have tried to get in contact with the store and have not been able to get a hold of someone. Guessing the store is short staffed due to COVID-19. I called corporate support and they have been so unhelpful and made an already stressful situation more difficult. They basically told me tough luck, i have to drive to the store and try to hint down my phone which their employee essentially stole. I asked to speak to a supervisor after they refused to reach out to the store for me since I'm unable to reach someone after hours of waiting. The rep then refused to let me speak to a supervisor and refused to reach out to the store even though she claimed to have the ability too. I was a long time best buy customer and even turned to them for supplies for my small business but after this experience I will never use them again. This has been extremely frustrating and shows how weak their customer service is and how poorly they treat long time customers.

Posts: 859
Topics: 66
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Registered: ‎10-19-2017

Re: Best buy stole my trade in phone

Hello there, Stopxmove,


Welcome to our Best Buy forum community! While I wish you were connecting with us under happier circumstances, I'm glad that you took the time to bring this to our attention. That said, we appreciate how patient you've been while waiting for a response. With everything going on with Covid-19, we're handling a larger volume than usual, but are working to get to everyone as fast as we can.


Getting a new phone is a big deal, so we're honored that you decided to place your order with us. However, the experience you described is far cry from the one we meant to provide. As someone who is a fan of a good deal, I know how excited I would be to see that credit for my trade-in hit my account, so it hurts me to learn that's not what occurred.


While I wish that you'd seen that credit reflected as you were originally told, I'm glad you let us know so we can step in. Our goal is always to provide our customers with the best experience we can, and we know an important part of that is being able to get in touch with support in a timely manner. I can completely understand why you'd be frustrated that the person you spoke with over the phone would not get you in touch with a supervisor to try and sort this out. That said, you came to the right place; I'd be happy to work with our Montgomery, AL store leadership on your behalf.


For us to get started, can you please send over your full name, phone number, email and order number using the "Private Message" option in my signature below?



Elle|Social Media Specialist | Best Buy® Corporate
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