BestBuy.com

[VGoodCustomer]

Best Buy team, I need your help.  Yesterday after spending time with phone support they indicated that I would get a call from a supervisor within 24 hours, but I never received the call.  I have spent hours on the phone sincerely trying to work through phone support to resolve this.

I had purchased a Pixel 7 and sent a device as Trade-In using the Best Buy supplied Trade-In kit.  The Trade-In package was lost by UPS, and a Claim was successfully opened. UPS has confirmed that the package was lost after an investigation and indicates a Claim was issued to the "sender" - the "sender" account is Best Buy because Best Buy provided the pre-paid shipping label, not the 3rd party consumer (me).

The current status is that Best Buy phone support does not understand or know how to process the refund for the trade-in value.  People keep getting confused between the device purchased (successfully received) and the Trade-In (lost). Phone support had even requested that I see Geek Squad in person and scheduled an appointment for me, and when I showed up the Geek Squad representative was baffled why they would have sent me to her.

Please help, all I want is the agreed Trade-In value for the phone that I shipped back to Best Buy, and I followed all instructions asked of me.

Thank you for your assistance

[LisaF-BBY Social Media Specialist]

Hello, VGoodCustomer,

Welcome to our online community. Being able to trade in your old phone for credit towards a new phone is a great perk of purchasing a phone from Best Buy, and it saddens me to hear that your trade in was lost and you have not received credit for your trade in. I understand you wanting assistance with this, as I know how useful the credit would be. I would like to look into this for you and see how I can be of assistance. To begin, please send a Private Message including your full name, email address, phone number, and order number if you have it.

I would be more than happy to assist you.

Best Regards,

[VGoodCustomer]

Thank you Lisa, I have sent a PM with the requested information

[VGoodCustomer]

Hi Lisa, any updates?

[VGoodCustomer]

Hello, is anyone monitoring this? I provided all requested information to Lisa on Nov 8.

[VGoodCustomer]

Hi Lisa, and thank you for the PM update! I will be happy to hear back with the info from the mobile support team

[LisaF-BBY Social Media Specialist]

Hi, Jeremy,

I appreciate your patience as we researched your case. According to UPS tracking, your claim is still open and in progress. Because the claim is still in progress, you will need to follow up with UPS. If you require additional assistance from Best Buy once UPS has concluded their claims process, please reach back out to us. I am in sincere hopes, that UPS resolves this quickly.

Please let us know if you have additional questions.

Best Regards,

Lisa

Social Media Specialist

Best Buy Corporate

[VGoodCustomer]

Lisa, I followed up with UPS this morning, and they said Best Buy has all of the paperwork and would not work with me directly because I am considered a "3rd party" because it was Best Buy's pre-paid shipping label. UPS already declared the item lost according to the web page. I asked UPS for the contact information that they use for Best Buy so that I might contact the Best Buy UPS shipping team, and they refused to provide it (because I am a 3rd party).

What are the next steps here? It is not fair that Best Buy is not paying my trade-in value when I followed all instructions properly and in a timely manner.

[VGoodCustomer]

Lisa, I just received an email that said I was receiving the credit for the Trade-In.  Yes!  This made my day!!  Thank you, thank you, thank you!  I'll hit the resolve button as soon as I see it hit the credit card.

Have a great Thanksgiving, and you and the social medium team are the best!!!

[LisaF-BBY Social Media Specialist · Accepted solution]

Hi, Jeremy,

That is great news. We appreciate your patience as we worked on your case and we thank you for being a loyal Best Buy customer.

Please feel free to reach out anytime you require assistance.

Happy Holidays to you and your family.

Kind Regards,

Lisa

Social Media Specialist

Best Buy Corporate