Best Buy Store Purchase

[KP-NY]

2 members of my family went to trade in Phones over the weekend. They both had the Samsung S8. They only received $100 trade in value instead of the advertised $300 trade in value. The argument or rationale that was given to them, was that they could only receive the $300 if they had unlocked phones. Yet I know others who received $300 and their phone was NOT unlocked. Does anyone know what the rule is for the trade in value?

[Tasha-BBY Retired: Social Media Specialist]

Hello KP-NY, 

Welcome to the forum and thank you for connecting with us regarding your family members' trade-in experiences. While we would be unable to speak specifically to their experience or others, I would be happy to provide some additional insight on our Trade-In Program and offers. 

Each device is evaluated for value, which may change at any time. Currently, a Samsung Galaxy S8 device appears to be valued right in the $100 range. It is only with the in-store trade-in offer in which you also activate a qualifying S10 device that additional value may be added. For details on the offer, you may view the link I provided. 

Should your family members like to reach out, we would be happy to review their specific experiences with them. 

Thank you, 

[KP-NY]

Thank you. They did purchase a new galaxy S10 (with the trade in) but did not receive any additional value. They would definitely like to reach out, whom would they contact?

[Tasha-BBY Retired: Social Media Specialist]

Hi KP-NY, 

They may reach out by registering with this forum, or via Facebook or Twitter. If preferred, they may also contact our phone support at (888) BESTBUY or (888) 237-8289. Should the purchases have been made under one particular person, please ensure they are the one's who reached out. If the purchases were made individually by separate family members, they would each need to reach out. Furthermore, please keep in mind that as the purchases are complete and the trade-in values accepted at the time, it is unlikely the trade-in value could at this point be modified. 

Thank you, 

[KP-NY]

I am very disappointed. A polite way to pretend to help but not really having to do anything.

I called the 888 number already. I got the "I cant answer, I really dont know what happened" routine. He suggested writing on this forum.

We already tried to reach out to the store directly. We went back to the store the next day. The manager was going to help. However , the girl who they purchased the phones from, did not want to be wrong and argued her way.... thus talking the manager out of giving the correct trade in value.

I find it odd , after spending almost $5000 at best buy PRIOR to getting our phones, that it would be so hard to accommodate the missing $400 towards the correct ADVERTISED trade in value.

This has left a very bad taste. Time for us to shop elsewhere. Best Buy has lost a family of very loyal customers....who spent a LOT of money there.