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New Member
Posts: 4
Registered: ‎10-11-2017

Unbelievably difficult experience

I purchased a Galaxy s8 unlocked phone at Best Buy in Danbury Connecticut. I told the salesperson I wanted an s7 or s8. He said s7 is old and outdated. I asked if he had an opening and he said he did. He did not open it just put it in a bag. I told him I had a vision disabilty and he tried to sell me an echo etc.I felt taken advantage of as I had told him of my low vision disability. Not realizing until my wrist was swollen did I notice the box had a + on it. I NEVER asked for that phone. I was able to get it back to the store in 2 days. Seeing my wrist (I have a photo) Manager tried to get the restocking fee off but couldn't figure it out. He wrote on the receipt if I purchased a phone before Oct 3rd to take restocking fee off new unit. They said wait it will go On sale On the weekend, but didn't. On Sept 24th. I purchased the s8. The price today is 624.00. I feel this is unfair and would like the $50.00 back after all this.
Posts: 5,506
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Registered: ‎01-21-2014

Re: Unbelievably difficult experience

Hello Gia2,

 

While we should be doing our very best to assist our customers, it’s alarming to hear you believe we attempted to take advantage of your medical situation like that! I’m sure this wasn’t our intention, but I can honestly say I wouldn’t be happy if in your shoes. I greatly appreciate you taking the time to let us know of your experience, as I assure you we take concerns like this very seriously. Although we wouldn’t be able to disclose any possible disciplinary action that may be taken as a result, please know I’ve personally documented your experience here at the corporate office to ensure we’re internally reviewing them for future use.

 

With that said, I pulled up your Best Buy account to see how I might best assist you from here. Upon review of your post and the purchase you made though, I’m afraid I’m a little confused. While we wouldn’t be able to honor your price match request (your purchase is outside of its 14-day Return and Exchange Promise), the price difference would only have been $10.00 (plus the applicable tax refund). It also seems your receipt indicates we provided you a Samsung S8 as requested.

 

Is there something else we might be able to help you with?

 

I hope to hear from you soon,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-11-2017

Re: Unbelievably difficult experience

Thank you for getting back to me. I went in the store in August when the galaxy 7 and 8 were on sale and the person printed it out for me. I didn't wanted a less expensive phone but with my eye issues decided on the s7. When I went back in the store in Sept. the salesperson said they weren't on sale anymore and did not haved the s7 but he had an open box s8 and the s7 was obsolete. He brought me over to have someone show me the echo he suggested and put the phone in bag and I paid for it. I tried it out Sunday night and my wrist hurt, next day swollen. I then noticed the box had a plus sign on it. I did not want a huge top heavy phone and never was told it was the plus. I went back to the store which was inconvienent since I had to get someone to take me. The girl saw my hand. Her and the manager tried to get the restocking fee off as well but he couldn't figure out how to so wrote on the receipt to take it off the purchase of a new unit which I didn't get right then because she said it might go On sale On the weekend. So I wouldn't have been in this predicament and bought the first phone had I known it was the wrong phone, not my fault, and waited until it went on sale and not have to make the purchase by Oct 3rd to get restocking fee back. When I purchased the new phone s8, he matched Amazon's 669.00 He couldn't put the restocking fee back on the original visa so he took it off the purchase price. So the price on that receipt is minus the restocking fee. Whew. There were 2 different credit cards bought chase visas. Thanks for listening.
New Member
Posts: 4
Registered: ‎10-11-2017

Re: Unbelievably difficult experience

The receipt says 634.99 which is minus the 35.00 restocking fee, 40.32 tax, =$675.31. So I paid 675.31 + 35.00 for an already open and used phone. 634.99 + 35.00= 669.99 and the sale price is 624.00. Just wanted you to understand. Thanks.
Posts: 5,506
Topics: 318
Kudos: 196
Blog Posts: 12
Solutions: 300
Registered: ‎01-21-2014

Re: Unbelievably difficult experience

Good morning, Gia2,

 

Thank you for that clarification! I understand now that the purchase I found was the second one, and I can confirm the store made an exception by discounting the phone for the restocking fee you were charged given the circumstances.

 

Regrettably though, this explanation does not change the ultimate outcome, as your purchase made on 9/24 can no longer be price matched. This is because we only honor price match requests made via phone or by store and if they are in accordance with our Price Match Guarantee (PMG) and Return and Exchange Promise (R&E). As your request was not made via one of the approved communication channels and is outside of your device’s 14-day R&E, this is not a possibility. I apologize for any frustration this may cause.

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-11-2017

Re: Unbelievably difficult experience

Your employee sold me the wrong item just to make a sale and took advantage of me. I would have waited until it went on sale and will not be purchasing from best buy again.