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Posts: 1
Registered: ‎04-20-2021

Insulted by manager in store #1092 Washington DC

I bought a $600 Google pixel unlocked phone on december 6th of 2020. The phone was a Christmas present for my sister to send it to my home country but unfortunately we got sick with the virus my entire family and was hospitalized, one member of my family died because of the virus, with all the problems I went through with my family I wasn't able to check or think about the phone at all, when I went to get the phone connected to my carrier (Metro PCS) the phone was lock by verizon, I called to verizon several times and they always said the phone IMEI is unlock but the device is design to only work with verizon, they offer me a new phone but same aspects lock by verizon, I tried to work with them and change my carrier but their prices are higher than my budget, so I called to Google to see if they can help me, and they told me same thing as verizon, the phone's IMEI is unlock but the device was made specifically to only work with verizon, and they offer me the same solution as verizon, give me a new phone but that can only work with verizon.
Over this time I spoke several times with best buy customer service, and I was able to go to the best buy store near my house in Rockville MD, and the people there was really nice and tried to help me, but they said it was a human mistake because when they scanned the device it pop out immediately in the system that the phone is lock by verizon, and it's so weird that in the sale receipt says unlocked. So they were not able to help and told me because it was a human mistake my only option was to go to the store where I purchased the phone. I went to the store and try to explain the situation and the manager start yelling at me saying that the policy is 14 days, so I tried to explain her the situation and ask her to scanned the device so she can see the phone is not unlocked but she kept yelling without letting me talk, and she said she's is the only and "highly ranked manager" and she wont help me at all so i have to leave the store, so i walked to other employee at the door and ask if there was another manager or someone that i can talk, so this manager (a big woman for me because i weight 92 pounds) came running and told to their employees to not talk to me because she is the only manager and she wont help me at all, using a loud voice in front of customers and my young sister that has special needs was so scare. The person in the door show us the exit, I thought a lot before posting something, because I'm terrified to dead of the consequences that could bring, that woman was so rude and racist just because my English is not so good she took advantage and scare me and my sister for no reason, what i was asking was to fix their mistake, I don't want my money back I just want the unlocked phone I was promise when I made the purchase.
Valued Contributor
Posts: 2,283
Registered: ‎02-07-2011

Re: Insulted by manager in store #1092 Washington DC

I doubt there is anything they can do for you sence it's so far past the 14 days. Bestbuy only guarantees the products they sell to work in the united states.

From what I have read after 60 days on the Verizon network the phone can be unlocked.
Posts: 4,714
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Registered: ‎11-29-2016

Re: Insulted by manager in store #1092 Washington DC

Good afternoon, Mayradsi,


Welcome to our forums, and thank you for sharing your experience with us.  It’s disappointing to hear there seems to be an issue with the phone you purchased with us, and I can certainly understand your frustration with this experience thus far.


I’d like to take a closer look into this purchase to make sure we’re exploring all options available, however, there are a few pieces of additional information I’ll need from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” from the bottom of your receipt


As mentioned, be sure to use the blue “Private Message” button in my signature to get this information sent my way, and to keep it out of the public view of our Support Forums.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Hope to hear from you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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