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New Member
Posts: 4
Registered: ‎07-26-2022

Phone Returns not Final

I went to Best Buy Arden store Location on Sunday, July 24th in the morning to ask if I could switch carriers from ATT to T-Mobile through Best Buy and get the benefits of TotalTech Membership, I was told yes so I thanked them and left. On the same day, I got my families' phones and went to Best Buy Citrus Heights location to make the switch there since that location is closest to my family. Took 3 hours to get the new phones and I had to pay a thousand dollar down payment and was told to take the old phones to a T-Mobile store to turn in. Next day, I went to T-Mobile and was told that the order was done wrong and they couldn't take my phones. Turns out, the order was made as if I had purchased the phones through Best Buy and traded in my phones with Best Buy. I went to Best Buy Arden Location to get help. Arden Store sales manager, Matt recognized me and taunted me for asking them a question but making the purchase at the Citrus Heights location. He then told me that this is their mess and I should take my mess and clean it with them instead of helping me. I went back to Citrus Heights location and was told that I would need to return all phones, I was promised that the restocking fee would be waived and I could return them at any location. I took the next day, July 26th off and went to Arden location to return new phones and get this resolved quickly before I permanently lose all phone numbers. Floor manager, Drew recognized me too and told me that he would not help me, he said that this is not his mistake and I should go elsewhere so I went to Citrus Heights location again. There, they started the return process and it happened normally for one phone then the system crashed. Afterwards, the 4 other phones were proceeded differently and don't show that they are returned on T-Mobile's side.I tried calling customer service and after an hour and fifty two minutes of holding and transferring to different peope, the manager, Jose from mobile department suddenly claimed to not hear me and proceeded to hanging up on me with no call back even though they have my phone number in case of a dropped call.I'm in limbo now with the potential to lose my phone number and my families' numbers permanently. I already lost a full day's wages and this is not resolved and I am lost on what to do next since I have gotten no help on this from multiple sources.

Posts: 11,095
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Registered: ‎11-10-2008

Re: Phone Returns not Final

I know this is off topic but hi there! I used to live in the Sacramento region, I know very well about the Arden Fair Mall area and also the Birdcage Center area where store #364 is in Citrus Heights. I've actually been lucky to have a couple of items delivered from their store for shipment to my residence in the SF Bay Area ( isnt inventory wonderful)

 

Anyhow I'm sorry to hear about your phone issues but you've come to the right place for help! You will need to wait for an official moderator to help you. This may take a day or two but they will help you out.

 

FYI I formerly lived in the Sylvan Corners area of Citrus Heights and also on the Roseville / CH border at Whyte Ave. 

 

Hope you get the help you need! Thanks for posting distant neighbor! 

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
New Member
Posts: 4
Registered: ‎07-26-2022

Re: Phone Returns not Final

Thank you for your kind words! It has been very stressful to deal with and unpleasant, I feel helpless and I don't know how to get help since I keep getting bounced from one person to another. 

Posts: 93
Topics: 4
Kudos: 24
Solutions: 6
Registered: ‎11-08-2021

Re: Phone Returns not Final

Hello, issanabeel1993.

 

Welcome to the Community Forums! Although I wish it were under happier circumstances, we are happy to have you join us. It sounds like you have had quite a time trying to switch carriers. I have encountered many different circumstances with phone activations, so I understand how this can lead to much concern. I also understand how important it is to get this resolved, and I would be happy to help.

 

Please use the blue button that is located to the right of my signature to send me a Private Message. Please include your name, phone number, and email. 

 

Sincerely,

 

April|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎07-26-2022

Re: Phone Returns not Final

Hi April,

 

I still have not received any updates from Best Buy about the returns, I called and asked for supervisor callback 5 days ago, emailed the supervisor twice, once yesterday and another 4 days ago asking for updates and still have not received anything from them. They took my contact info and promised me daily updates on how things are going, yet they don't even respond to me. At this point, I had to call T-Mobile and ask for their help. T-Mobile is opening an investigation into the matter to locate the phones and close out the returns since Best Buy is not doing anything to resolve this. Meanwhile, the chance of myself and my family losing our phone numbers is higher and higher. This is the level of service I have been subjected to. I will be cancelling my TotalTech membership and will not shop at Best Buy again once this nightmare is over. 

Posts: 51
Topics: 2
Kudos: 17
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Registered: ‎11-24-2021

Re: Phone Returns not Final

Hello, issanabeel1993, 

 

Welcome to the Best Buy Forums!

 

I had trouble upgrading through my carrier last year, and it took several months to resolve, I absolutely understand your frustration here. April is out of the office, but I would be happy to look into this for you. Can you send a Private Message with the information below so that I can look up your account? I would be happy to see what our options for assistance may be! You should be able to send a Private Message by clicking the button to the right of my signature!

 

  • Name
  • E-mail Address
  • Phone Number
Josh|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎07-26-2022

Re: Phone Returns not Final

I have not been helped with what I asked and continue to wait to speak with a person of authority that can help address the way I have been treated at the Arden Store, the countless hours wasted trying to resolve Best Buy's blunder, the complete lack of communication that forced me to drive to Best Buy stores a total of 7 times so far. Instead I have been offered a gift card of $30 to close this out. In the end, it was a phone call from me to T-Mobile and an open investigation on their end that will potentially resolve this in 3-5 days. This is unacceptable and I will continue to wait for what I asked for.

Posts: 51
Topics: 2
Kudos: 17
Solutions: 4
Registered: ‎11-24-2021

Re: Phone Returns not Final

Hi, issanabeel1993,

 

As I have communicated via Private Message, I have documented your experience on our internal systems for review, and have provided contact information for the leadership teams at both of the stores you have worked with. The $30 Gift Card was a gesture of goodwill for your experience during this phone upgrade. At this time we consider the matter closed. Please feel free to reach out to us in the future should you need assistance on another matter.

Josh|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!