09-03-2021 11:43 AM
I ordered a new cell phone at Best Buy Stringtown Road. The only reason I traded it in was because I was told I would get $440 trade-in for my phone because of a promotional program that was going on with Verizon and that I had the plan that qualified for the upgraded trade-in. That amount would pay off my almost brand new cell phone and give me the updated version of my phone. I went through Best Buy chat to confirm my trade-in value and was ASSURED that if my phone was in good working order, I would receive the $440 trade-in. My salesperson also told me if I had any issues whatsoever with the trade-in to reach out to him and he would get it taken care of. I only received the $260 from Verizon for my trade-in. They said the phone was in perfect working order, so they gave me the maximum trade-in value, but that I did not qualify for the promotion that Best Buy put on there because I did not have the correct phone package for the promotion. I reached out to my salesman SEVERAL times who indicated they would get it taken care of. Not only did they not take care of it, they would never get back to me, or call me back to talk about the issue. I specifically told them on chat that I was reaching out within my two week return window to be sure I was getting the correct trade-in value because if not, I didn't want to trade it in (my phone was only a few months old). Best Buy negligently and purposefully deceived me and has therefore cost me $180 that I should never have had to pay. I would like to know how to resolve this matter, it has been MONTHS now.
09-03-2021 03:15 PM
Good afternoon, keetoncarla,
Welcome to our community forums and thank you for letting us know about your experience with this cell phone purchase. I know a new cell phone is big purchase and I know I would want to make sure I received the full promotion that was available when making this purchase. It's strange to hear that your local store hasn't been able to assist you with this, I'd be glad to see what options I may have to assist you.
As you mentioned, we offer a 14-day Return & Exchange Promise for cell phones and devices that can be activated. Because of how much time has passed since making our purchase, our options to assist you may be more limited but I would like to review this for you.
I will need a bit more information so I can begin to look into this for you. Can you please send me a private message that includes your:
Do you recall the name of the associate you spoke to during your initial purchase? Have you spoke to a manager at our Best Buy Grove City location? You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.