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Posts: 3
Registered: ‎10-18-2017

Phone issue


My and my wife and I worked with your store in Glen Allen VA.  We changed phone service on June 11th of this year and took advantage of the buy one get one free deal.  I asked specifically if it had to be the same type of phone as I have the Galaxy s8 and my wife has a I-Phone.  We were told nope it does not matter (this is not in dispute as Darcy who is the head of wireless in the store has agreed this is what was said to not just us but the AT&T reps as well).  We waited the 3 months that we were told it would take for the credit to show up and when it did not I called AT&T and was informed that we needed to have the same phone.  Darcy got involved and still no positive result.  I heard from the regional rep for AT&T and was finally told it is up to Best Buy as it was their mistake.
So my question is how do I get the phone that was told to me would be free, paid for?  I am willing to take a store credit for the cost of the I-phone as it was the cheaper of the two.  But I want to get this resolved.  Best buy has admitted they were wrong in the beginning and that is not our fault.  If it had not been for the offer my wife and I would have only bought my phone (i needed a new one) and stayed with Verizon as I was on an unlimited data plan.  We have since this purchase moved up to NH and are not able to go to the original store.
Please advise,
Posts: 2,846
Topics: 22
Kudos: 293
Solutions: 163
Registered: ‎11-29-2016

Re: Phone issue

Hi Nat,


Our mobile promotions are usually a great way to not only save some money on a new phone, but often be rewarded with a bundle offer or gift card as well. I’m sorry to hear your experience with a promotion we were offering back in June has turned to such a sour experience for you, but I’ll be happy to look into this further for you.


I see you’ve sent a colleague of mine, JJ, some of your private information associated with this purchase. I’ll be replying to your message shortly, so keep an eye out for my message. To view my message, you’ll want to click on the orange envelope in the upper right-hand corner of your screen.


Speak to you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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