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Posts: 1
Registered: ‎04-03-2019

Horrible Experience

I'm a college student who is a broke as can be. It was my sister's birthday and her graduation coming up so I decided to surprise her and get her the Samsung galaxy s10+ which as you know costs a 1,000. So I went to the location in Santee and told the girl i want the galaxy s10+ in white and she said that this phone does not come in white. i told her i thought it did because i saw that there is a white online. She's like no. i told her fine i'll get the silver. so my parents opened a credit card account and got the phone. went home and surprised my sister. turns out the girl gave us the note 9 and the box was literally already opened but it just had the seal on the front of the phone. which is literally not what we asked for. that's the one thing she could've gotten right. totally ruined the birthday surprise and her birthday since she was gonna use it that day.

next day comes we decide to go to the location in El Cajon to get what we actually asked for. they said they don't have a white one. but they told us there is another location that is 35 mins away that has white. so we drove that 35 mins. and went in and the guy is like this is clearly opened. when we literally didn't even open it. He then opened the seal and told my dad I wanna see if there are fingerprints because he knows it's opened in the rudest way possible. My dad told him why did u just open the seal? my dad and mom got super upset because he literally opened the phone. and then he put the seal back and apologized. he literally made u guys lose money by doing that. My mom started crying in front of him because she could not believe why he was acting this way. my parents are middle eastern and felt like they were not being respected whatsoever and being made fun of. 


And when we went to the el cajon place, they were super apologetic about giving us the wrong phone. The birthday surprise got ruined, my parents opened a credit card for a place that treated us horribly and we wasted literally hours of gas and all we got was incredibly rude behavior. I always buy an iPhone but that's not what my sister likes and this really showed me how horrible customer service best buy has.

Posts: 4,908
Topics: 147
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Registered: ‎08-21-2017

Re: Horrible Experience

Hello lameessharif,


Thank you for joining our community forums and taking the time to let us know about your recent experience with this purchase. We strive to provide expert customer service at every one of our store locations so I would certainly like to take a deeper look in to this. I'd like to make sure I understand everything correctly. Did you purchase this phone or was this purchase made in your parents name? Was our 

Best Buy El Cajon location able to assist in exchanging this phone for the correct one? Did you have the opportunity to speak to a store manager at either one of these locations to let them know about your experience? Do you remember the date and time you visited these stores? 

AndrewB|Social Media Specialist | Best Buy® Corporate
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