Other Customer Service Support

[Ngocout84]

{removed per forum guidelines}

Went to bestbuy at signal hill,ca to take advantage of the samsung trade in deal. I took my brother with me. I was told that they can only do one phone at this time as there is a store policy of one per house hold. That made no sense to me. Im 38, hes 41. Each has years of separate bestbuy accounts for decades. And theyre phones...there are 6 people in my house. I ask if we came in separate then JC would do both mine and his phone without any issue and he said yes. He then spent like 30m on searching for fineprints instead of helping us. He found somewhere that it state 3 per customers and not "household" so he can now do both of our phones....my mind is beyond blown at this point....
I ask he if can do the 3 that i brought, mom and dad and mine. He said no he can only do one per customers. I pointed out to him that he told me 3 per customers not 30 seconds ago. He said "yeah, but thats our store policy. Theres a lot of fraud in this area." So now im commiting fraud......
I ask does that means i have to come back tomorrow with my mom and dad to do the other 2 and he said yes. So basically i can only commit 50% of my "fraud" today and return to do the other 50% the next day and bring my parents into it......

I buy from bestbuy because i dont have to haggle the price or worry about sale people or the products i purchased. Everything is defined, priced, and labled; be it sometime in fineprints that no one ever reads. Now i have to deal with randomly imposed unwritten policy handed out by store employee without any written signs or notifications. And also be call a fraud and petty to my face for asking questions....
Attached is the image of the imposed "store policy". You can see it clearly implying im committing fraud...by going to bestbuy and trade in my phone as you advertised. Mind blown....

[Ngocout84]

Is there anything you can do? I guess nothing, i guess our family is comming back tomorrow and finish my fraud. Its a good deal....but no more instore only deal...i might as well go black market since im already committing fraud by comming into one of store for your deals...

[Ngocout84]

I have receipts for all my phones plus you guys check the imei and its a two year old phone. I offered receipt of the phone purchased but he said it didnt matter. It appears the store employees had decided that the deal is too good for the members and decided to not honor it. Make us jump through hoops to get it. Thats one of the known of predatory sale practices and tactics. Just didnt think bestbuy would utilize it on their own members.

[Bobby-BBY Social Media Specialist]

Good Morning, Ngocout84.

Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand how you are feeling after visiting the stores to receive our trade-in promotion for Samsung, and not receiving clear information on how the program works. As outlined in our disclosures on our Samsung Galaxy trade-in page BestBuy.com, in some cases, stores may have additional limitations on these promotions. I would be happy to look further into this on your behalf. Please feel free to send me a private message, with your full name, phone number, email address, and order number.

Kindest regards,

[Ngocout84]

I understand it just fine. Bestbuy has the right to not sale or place any limitation on any transactions for any reason. Like the "limit one per customers."
My only question is if i work for bestbuy and decided i dont wanna do the paperwork, can i tell the customer thats its an "unwritten store policy" and not provide him service? Unwritten requirements can never be verified and sounds illegal. So i must trust a handwritten "store policy" from any blue shirts. Usually for things to be a "policy" it must be in writing somewhere only shady companies deals in secret verbal requirement.

[Ngocout84]

We have laws to protect consumers against predatory advertising and discriminating sale practices in california. I suggest having the legal department review this unwritten store policy/restrictions, for all i know the "store policy" could be Asians can only trade in one phone per family white people can do 3 per person.

Heres the law your store is violating. CA Bus & Prof Code § 17500.5.

And i like to deal in the open, no secrets or private undisclosed policies. Bbb is next.

[Bobby-BBY Social Media Specialist]

I would like to research this further on your behalf. Please feel free to send me a private message with your full name, phone number, email address, and order number, so that I can learn more.

Kindest regards,

[Ngocout84]

I would like to know more also i have nothing in writing i can point you to except that hand written undisclosed store policy. I returned today with my parents. No longer available instore in signal hill. Pointed to westminster mall, none available in store. Pointed to downey store. System is down so good luck to you....nothing we can do here.

Spent 3 hours driving around town with my parents for nothing...well because a blue shirt wrote down the store unwritten policy on a piece of paper and refused to honor the advertisement price while they are still in stocks.... westminster mall did offered to order them but they have to take my parents phones first and then i would received the phone in 1-2 weeks. So they would've no phone for two weeks......they offered to pay me for my trade in at 130 dollars and i can use cash to make up the difference for any other phones that available instore....so instead of getting the 810 dollars credit to my new phone as advertised, i now get 130 dollars instead and there is no other viable options


And ive been accused by bestbuy for committing fraud? Read the note provided.

This is fraud. Bait and switch...there are so many things wrong here on so many levels.....this no longer seems like a store thing but an unwritten scam perpetrated and agreed upons by all local participating stores.
Advertised to get customers in the door with a great deal....if product is available then cite the unwritten policy and refuse sale claiming fraud. Offers remedy that no one would actually opted for. Switch to another offers and lowball the customer since now he is hooked cause if he doesnt deliver his parents will be disappointed and he will pay.

Im going to be very petty now.

[Ngocout84]

Ngoc {removed per forum guidelines} {removed per forum guidelines}. I wish to have any resolutions or actions be publicly posted.

[Ngocout84]

I was able to trade in two phones at bestbuy in downey, ca. The whole experience was A+ the staff amazing, the manager came by and greeted me. They went over all details with me ans also advised me that i reached my limit and wont be able to trade in another phone until next year. I didnt even asked them they just explained. They also provided the following, see attached, which they based their decision on and explained it. This would be the only bestbuy store i go in or do business with from now on even if its 20 miles away. I explained the parents situation and he indicated that they must be there since i reached this year limit and lakewood bestbuy has them in stock. Theyre now out of stock but can order it for my parents if one of them is there with me. I thanked them for their services as this is not how ive been treated at other locations.

I went home to picked up my dad so he can trade his and my mothers phone. His english isnt great so i need to translate for him. Showed up at lakewood bestbuy with my dad and originally John indicated that they do have 3 in stock. He asked for my number and i openly told him that it isnt for me since i reached my per year limit and this is for him im just here to translate. He then ask for my number again and i provided for him, not sure why but i dont have anything to hide since i already disclosed that i reached my limit.
After a few minutes he told me that there isnt anything he can do since i reached my limit. I explained again that im just there to translate, its his phone hes trading in. John said he needs to call the 1800 number and be back. He left for 30 minutes and return saying he cant help us and i should call the 1800 number. I asked for his last name and he said i should call the 1800 number. I asked to speak to someone else and he again repeat that i should call the 1800 number. He then turned and engage in a conversation with another blue shirt, effectively shut me out. After what happned yesterday by this time my dad just get up and walked out of the store. He doesnt really speak english but you can definitely tell by the clerk attitude that i should f off.

Im out of words to you, youre my 1800 number. I understand bestbuy can refused service and sale to anyone for any reason. However these reasons must be reasonable and lawful, for example if its based on race, age or gender. Thats discrimination and is unlawful.
Can you explained to me whats going on? I have never had any issues with bestbuy until this promotion. Ive been called a fraud, refused service, all seemingly the same lines of nonsense unwritten reasoning by multiple stores. I doubt these guys are acting like this without some sort of managerial approval or directions which are not provided or hand written down on a piece of paper. Its a great deal, but this isnt going to bring more customers but lose you plentiful of loyal customers like myself. I will wait for your response until i take further steps. Im livid right now with bestbuy. Disrespect me is one thing but disrespect my parents takes it to a whole new level.

{removed per forum guidelines}