Best Buy Store Purchase

[ArleneSierraFernandez]

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.  

[SeanM-BBY Retired: Social Media Specialist]

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.

Respectfully,