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New Member
Posts: 1
Registered: ‎07-11-2018

Lost $150 On Cell Return

I bought an Iphone X at BB on July 4th becuase they were running a $150 price reduction for AT&T.


I had to return the phone due to an issue three days later and decided to get an Iphone 8 since the issue with the X was unsolvable. The $150, or wharever it was for the 8, was not applied to the new phone, no discount at all, because the promotion had ended. In other words instead of exchanging for the new phone I had to return the old, cancel my service with AT&T, then buy the 8 anew and miss the discount.


I called BB customer support and after 20 minutes with the agent was told to call AT&T.


The AT&T agent was useless, didn't understand the issue but kept trying to sell me Direct TV.

Best Buy Employee
Posts: 438
Registered: ‎01-09-2015

Re: Lost $150 On Cell Return

Returns and exchanges all work in this manner.  If a different product sku is chosen (even the same model, but a different color), then the promotions will not carry over.  Only a same for same exchange would keep it the same price, unless the promotion is still active.  In this case, since AT&T's promotion has expired only they can honor it or add it back.  This was why they they asked you to contact AT&T directly.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 1,245
Topics: 8
Kudos: 102
Solutions: 62
Registered: ‎10-19-2017

Re: Lost $150 On Cell Return

Hello daviddcmd,


Welcome to the Best Buy Community Forum!


I appreciate you choosing us to upgrade your phone and taking advantage of the available promotions.


Though jdogg836 is correct regarding exchanges for different products and promotions not carrying over, we love receiving feedback on our customer’s point of view. I am more than happy to get this documented on a corporate level for you if you’d like. If so, please private message me with your Customer Service PIN off of your receipt, full name, phone number, and e-mail address connected to your account. I appreciate you taking the time to write us about this. Let me know if you have any other questions.



Deysha|Social Media Specialist | Best Buy® Corporate
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