Best Buy Store Purchase

[Megnanarasimhan]

I bought an iPhone 14 at Best Buy on 12/28 from Karyme at the store in Bridgewater, NJ when I was visiting from out of town.

Karyme did not give me the trade in instructions, shipping label, or box at the time of sale and I was left unclear where/how to send my original device.

I called Best Buy customer service, went to Best Buy stores in my local area, called T-Mobile and went to TMobile stores in person - all told me that the only person that could help would be Karyme.

I took a trip to Bridgewater today to get the shipping information - and after spending 2 hours in store - the situation still hadn’t been resolved. Best Buy was able to send me a return label however it’s for the wrong phone (incorrect IMEI) so I am now still in $800 debt to T-Mobile because I am unable to trade in the phone.

Further, Karyme proceeded to give me an attitude when I tried to get help at the store and began back-talking me and blaming me for the problem. Once I spoke to a supervisor, it was clear that it was Karyme’s fault.

I am still unable to ship my original device back to receive the promotion. I am so disheartened and frustrated especially in an economic downturn to be suddenly due another $800. Please help.

[Graham-BBY Social Media Specialist]

Hello and thanks for reaching out on our Forums, Megnanarasimhan!

Trading in a phone should be easy and we understand your frustration and would like to help.

Could you send me a private message with the following information? You can do this by clicking the blue "Private Message" button in my signature.

• Full Name
• Phone Number
• Email Address
• Order Number

Kindly,