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Posts: 2
Registered: ‎05-18-2021

Complaint about not Receiving Credit

[ Edited ]

I have been misled in purchasing a cell phone.  I am not receiving a $56 credit I was promised.  It is a long story and there are several case ID#s that I am providing to describe what has happened:


On May 11, I purchased a Pixel 4a 5G phone.  I agreed to buy this phone because I told I would receive a $56 credit on my PayPal account immediately after purchasing the phone (total cost $487.59).  I was given this credit because of the Best Buy online shopping cart was not providing the phone at the price the website displayed.  (Case ID# {removed per forum guidelines} providing the $56 credit.)



On May 13, I got an email that the phone was not arriving and was told by Supervisor named Bruce, that Best Buy did not have such a phone.  The closest match of a comparable phone for what I wanted was a Pixel 5, which was much more expensive.  The Supervisor offered several things to make the final cost much more reasonable, and comparable to what I originally wanted to pay.  The supervisor offer to give me three credits because of all that I had gone through (including roughly 3 hours on the phone waiting to get a supervisor to review the situation).  He assured me three credits.  (Case ID# {removed per forum guidelines} for call that included supervisor named Bruce.)


  1.       He canceled the order for Pixel 4a 5G and credited me the full price of the phone $487.59.   
  2.       He said that I would still get the $56 credit on my PayPal account from May 11 to indirectly reduce the cost of the Pixel 5.  He said that credit was still there in addition to $487.59.
  3.       He said that I would get an additional $140.00 off the $699 price once I purchased the Pixel 5.  That credit with sales tax reduction became $148.40. (Case ID# {removed per forum guidelines} providing the $148.40 credit.)


On May 17, I noticed that I was not seeing the $56 credit in my PayPal account, only the $487.59 and $148.40 credits.  I called twice to speak a supervisor.  Both times I spoke to a Primary Support representative at 888-237-8289.  Neither one put me through to a supervisor, and I was disconnected while being told I was being put on hold while the representative was attempting to connect me to a supervisor.  I never got a case ID# for either of these two calls.  For both calls, I spent 1.5 hours waiting.  It was 1 hour the first time I was disconnected.  It was ½ hour the second time.  I had given my phone number both times to the representatives and neither called me back, so I think it was pretty clear that I was hung up on.



I am very upset that the deal/offer provided on the May 13 call with Bruce, the Best Buy supervisor, was not fulfilled.  He promised that I would not lose the original $56 credit towards the purchase when he cancelled the order and issued the $487.59 credit.  However, it appears that the $487.59 credit wiped out or deleted the original $56 credit because the order was cancelled.  I agreed to buy the Pixel 5 phone (much more expensive phone) because I thought I was getting all three credits listed above.  I think I should still get the $56 credit for purchasing the Pixel 5 phone on May 13.   Please address the price/offer that was promised to me.  Please contact me if you need more information about the purchase and credits.

Posts: 5,164
Topics: 55
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Registered: ‎11-29-2016

Re: Complaint about not Receiving Credit

Good morning, EdgeStrategic,


Welcome to our forums, and thank you for sharing your experience with us.  From what you’ve described here, it sounds like you’ve been through quite a lot to get to this point, and while it sounds like we’re two thirds of the way to getting the credits you were looking for, I’ll be happy to look into this third credit you’ve been waiting for.


In order for me to look into this order further, I’ll just need a few additional details from you.  Most of the information I’ll need is private information we’ll want to keep out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to send me the following:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


As mentioned, you’ll want to use the blue “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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