10-10-2020 04:23 PM
Firstly, I want to say that I have been a loyal BB customers for years. I am a credit card holder and an elite plus member. Best buy has always been my go to store even though I could buy items cheaper elsewhere.
I received an offer for my GalaxyS7 Edge for $45. I was going to use the credit to buy something in the store. I got to customer service and was told because there was a hair line crack on the screen which I thought was on the screen protector only the trade in will only be $22.50. I said ok I guess if that's all they are willing to give me. After the trade in I went on Samsung.com to see the value of my trade-in even with a screen imperfection. Samsung offered me $45. I talked to a representative and asked to retract the trade which was just completed not even 5 minutes ago. She said it can't be done because I signed on the screen and accepted the gift card for $22.50, and that was final. At no time I was informed by the agent that the transaction was final. It wasn't verbally or in writing that it was final. The paper print out was given to me after I have signed. I asked to speak to a manager and she said I am talking to her and she is a supervisor, I said I want to speak to someone higher than her and she said no one is higher than her and she's the only one in the whole store. I said you didn't even check. She said she knows that no one else would be available. Hard to believe that in a big store there is no manager that customers can talk to. It's sad that a big corporation such as BestBuy in the midst of this pandemic your store or staff is unable to give quality customer service. I was denied a petty amount of $22.50 which I was going to spend in the store anyway. Worst part was I didn't feel valued as a loyal customer.
10-13-2020 04:20 PM
Good afternoon, ArleneSierraFernandez,
Welcome to our Support Forums. Our Trade-In Program is a great way to get the most out of your old tech, so it’s disappointing to hear your recent experience with the trade-in of your old phone proved to be such a disappointing experience for you.
As it sounds like you’re aware, once your trade-in is completed, the ownership of the product traded in will transfer to Best Buy, and this is a process we’ll be unable to reverse. This is outlined in the terms and conditions of our Trade-In Program, which you’ll find here. I realize this may not have been the answer you were hoping for, and I apologize for any further disappointment this news may bring.