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Posts: 1
Registered: ‎01-12-2023

Trade in iPhone 14 Issue

On 12/4/22 I purchased an iPhone 14 from Best Buy Online with in-store pickup. I selected the iPhone trade-in promotion which gave me full device credit for my iPhone 12 Mini that was used as a trade-in for my iPhone 14. 

I went to the Best Buy store to pick up iPhone 14 and was told I would be emailed instructions on how to return my iPhone 12 Mini. However, the instructions that were sent via email do not work on the T-Mobile app or desktop site. I called T-Mobile and they advised they are able to see the device trade-in on my T-Mobile account but they are unable to generate a device trade-in label. T-Mobile support then directed me to visit a local T-Mobile store. The T-Mobile store was also able to confirm they could see the device trade-in, that I had ordered a new phone, and line of service. However, they too could not print a device return label or accept my trade-in as the new line of service was established at Best Buy. T-Mobile then directed me to visit the Best Buy store where I completed the purchase to get a return label and/or return the phone.

I went to the Best Buy store as instructed and they were not able to assist me with a return label or accept the trade-in. The Best Buy Store directed me to call 888-BEST-BUY but the customer service group advised they could not assist and directed me to send an email to However, no one at this email address has responded to my multiple emails.


I need to get this issue resolved so that I can return my iPhone 12 Mini trade-in as my T-Mobile account is reflecting a monthly device charge. 

Posts: 152
Topics: 1
Kudos: 16
Solutions: 10
Registered: ‎11-24-2021

Re: Trade in iPhone 14 Issue

Hi, morganpaige333,


Welcome to our Best Buy Community Forums.


I'm saddened to see that you are having difficulty with your trade in. I like to offer any support that I can. To get started, send a private message with your full name, phone number, email address and order number. 


Kind regards,

Tina|Senior Social Media Specialist | Best Buy® Corporate
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