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New Member
Posts: 2
Registered: ‎04-24-2019

Purchased a broken used iPhone 7 that indicated excellent condition - False advertising

I purchased a used Iphone 7 at Christmas from Best Buy for my 12 year old son that indicated"perfect condition". Three days before Christmas I took the phone into my local  AT&T to have the service set up so he would be able to use it Christmas day when opened. When he tried to make his personal voicemail message and all you could hear was static. I tried calling him and the same thing. All I hear was static.

The next day after Christmas I called Best Buy "customer service" the worst ever and I was told that the phone could not be returned this broken phone because it was more than 2 weeks after purchasing. I was very upset because I paid $400.00 for this used phone and my son opened and tried it on Christmas. Of coarse I'm not going to return before Christmas he hadn't even opened it.  The "customer service" person told me I needed to lodge a complaint on the Best Buy website. I demanded to talk to someone at corperate and sent a complaint via portal several times with no reply.  The next weekend (I'm a working mother) I drove 1 1/2 hours to the Best Buy to return to the store manager. She would not take the phone back from me and told me that she couldn't return items purchased online.  

The next weekend I drove another hour to Marin to take this broken phone to Apple to see what the issue was. They ran the testing and cleaned the phone and told me the phone speaker was broken and that I would need to purchase a new phone. It wasn't something they could fix.  I refuse to pay for this broken phone that  #1your customer service could care less that you sold me something that was broken for $400.00. #2 No reply or care from your corperate.

I've called your credit card company several times telling them that I'm not paying for this phone. Check our history with your company we have purchased thousands of dollars of product. We are great honest customers.  I refuse to pay for this. Please have someone call me from your Corperate Office. Your call center customer service is the worst!

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Posts: 296
Topics: 13
Kudos: 79
Solutions: 15
Registered: ‎11-23-2018

Re: Purchased a broken used iPhone 7 that indicated excellent condition - False advertising

Hello, bezmarevich, and welcome to our online community!

 

Thank you for reaching out for support on our forums, although I hate to hear you've had difficulty getting through to our customer service line for assistance. Hopefully we can provide the help you are looking for here online.

 

I'm sure your son was excited to receive an iPhone 7 for Christmas, and I'm sorry you've experienced issues with the phone when trying to set it up. I understand your frustrations here, and I'm sorry you have had further difficulty returning this defective phone and have had to drive to multiple locations for answers. According to our Return & Exchange Policy, you may return any item purchased on BestBuy.com at any Best Buy store. 

 

That being said, I'd like to opportunity to dig into your account history and purchase further to see what can possibly be done. Please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name, below.

 

Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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Highlighted
New Member
Posts: 2
Registered: ‎04-24-2019

Re: Purchased a broken used iPhone 7 that indicated excellent condition - False advertising

[ Edited ]

{removed per forum guidelines}


I paid with my Best Buy account. Please do check my history. I’m an honest person and was a loyal customer to your company. I’m very upset with this whole situation and I’d like you to know the way I was treated by your customer service.

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Posts: 296
Topics: 13
Kudos: 79
Solutions: 15
Registered: ‎11-23-2018

Re: Purchased a broken used iPhone 7 that indicated excellent condition - False advertising

It appears you may have accidentally sent your information as a public response, rather than a private message to me. Per our forum guidelines in an effort to protect your privacy, your personal information has been removed from this post.

 

In addition, I have followed up with you directly via private message. Please look to your inbox for my message, which can be accessed by clicking on the orange envelope in the upper right hand corner of the page when you're logged into our forums.

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!