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New Member
Posts: 2
Registered: ‎07-08-2020

An upgrade ordered and not received

Last week I ordered 2 Verizon Galaxy s10's that were upgrades to mine and my mother's exisiting lines. We were both upgrade eligible as I signed in via my Verizon credentials when placing the order. As part of the ordering process it prompted me both time to select the eligible line and both times I did. This was confirmed when I was emailed the new service agreements citing both numbers.

Because I couldn't have my items delivered, my mother is the account owner and because I work during the store hours, my mother went to the store on her own to pick up both s10's. Apparently the staff there informed her that the order was placed as a BOGO which would require a new line of service. They processed my mother's upgrade but not mine. For some unknown reason MY phone was used as the trade-in for her phone. Ultimately, after my mom spent 4 hours at the store working on this, she left after closing with a new phone for her, I am now using her phone and there was no effort made to fulfill my upgrade.

I have placed the upgrade for my line AGAIN online with a pick up date for next week now. I plan on going to the store on my next off day on Saturday. I expect to walk out with my new s10. I have all the email correspondence that does show it was ordered as a 2 phone upgrade and am disappointed in the service we received.
New Member
Posts: 2
Registered: ‎07-08-2020

Re: An upgrade ordered and not received

To be clear: We weren't looking for the BOGO. We were anticipating the same advertised monthly payments for the device.
Posts: 5,550
Topics: 182
Kudos: 504
Solutions: 260
Registered: ‎08-21-2017

Re: An upgrade ordered and not received

Hello, djdeschambault,


Thank you for taking the time to visit our community forums. I can certainly understand wanting to get your new phone and start using it as soon as possible.


Have you been able to get assistance with this purchase since making this post? If not, please let me know. I would be happy to see what options I may have available to help you with this order.



AndrewB|Social Media Specialist | Best Buy® Corporate
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