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New Member
Posts: 5
Registered: ‎01-14-2020

Store refused to give me valid trade-In value

I had three phones to trade-in and did the online trade-in calculator. All three quotes were emailed to me with an valid thru date of 1/13/2020.

 

All the phones were in great condition(also confirmed by two store employees).

 

I was given had the following values via email:

iPhone XR - $300

iPhone 7 - $80

iPhone SE - $20

 

The customer service associate piluts the info into her 'system' and it gives her different values:

iPhone XR - $250

iPhone 7 - $75

iPhone SE - $20

 

I show her the emails and she confirms that everything in the email matches the specs and condition but says there is nothing she can do. She consults with the inventory supervisor (store manager was off yesterday). Again, she confirms my emails, looks at the phones and says there is nothing she can do. 

This is absolutely ridiculous. I would understand if the phones were t in the condition I described or if I accidentally put in the wrong specs for the phone but everything was accurate. Your associates just had no desire to take this up the line to solve the issue. 

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Posts: 6,860
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Registered: ‎12-23-2016

Re: Store refused to give me valid trade-In value

Hello, Anders27,

 

Thanks for joining the Best Buy Community forums, and for reaching out to us about this. I love trading in my old devices to use towards a new upgrade. I understand that not getting quite as much as you expected can be a disappointment.

 

For our trade-ins, all values given online are estimates and not indicative of true trade-in value. Final amounts are given in store, unless you send the products in by mail. In that case, the final value would still be contingent on a final inspection after the products arrive. 

 

You can learn more here.

 

 

Sincerely, 

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎01-14-2020

Re: Store refused to give me valid trade-In value

This is absolutely not what the email says. Yes, the value is based on the specs (phone model, storage, color and condition). But, it does not say it is an estimate on the email. None of the specs differed from my email to the store. This was verified by two employees.

Even worse, the store manager has yet to even acknowledge my email.

I had planned to use the gift card towards a new tv (therefore spending about a thousand dollars over the gift card). After this experience, I will use the gift card (not a penny more) and make my tv purchase at another retailer.
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New Member
Posts: 5
Registered: ‎01-14-2020

Re: Store refused to give me valid trade-In value

I’d love to hear a valid reason why my phone was suddenly devalued by $50 as it was in better than good condition.

Not one employee has been able to tell me WHY it was suddenly worth less. Other than bait and switch (aka scam), please give me a reason.
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Valued Contributor
Posts: 1,324
Registered: ‎02-07-2011

Re: Store refused to give me valid trade-In value

They already answered you. The website gives an estimate. The local stores computer has the actual value they would use for your area.
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Registered: ‎01-03-2013

Re: Store refused to give me valid trade-In value

[ Edited ]

Hello there, Anders27, 

 

Thank you for following up with us after Kyle provided our initial reply. As mentioned, these would ultimately be quotes or estimates. Per our Trade In FAQ

 

How much do I get for my stuff?

The age, condition, and accessories included will affect the trade-in value of your items. Use our estimator at BestBuy.com/TradeIn to get an estimate for what your item may be worth. Best Buy will evaluate your device and provide a competitive offer based on several factors, including age, condition, included accessories and current resale prices.

 

When looking up trade-in values on BestBuy.com, it is clearly listed as an estimated trade-in value. I apologize if this wasn't the experience you expected, but appreciate the opportunity to clarify your experience. 

Thank you, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎01-14-2020

Re: Store refused to give me valid trade-In value

They use the exact same system.
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New Member
Posts: 5
Registered: ‎01-14-2020

Re: Store refused to give me valid trade-In value

The estimate is based off four things (both in store and online):
Condition
Storage
Color
Phone model

Please tell me which factor devalued my phone by $50. None of your in-store employees knew. I got blank faces and shoulder shrugs because they were using the exact same data I had entered online.
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Registered: ‎10-19-2017

Re: Store refused to give me valid trade-In value

[ Edited ]

Hey there, Anders27,

 

While I understand this isn’t the answer you are looking for, we are unable to know exactly why your phones were valued at a different amount upon assessment at your local store. This being said, as pointed out in the FAQ and highlighted by Tasha, “Best Buy will evaluate your device and provide a competitive offer based on several factors, including age, condition, included accessories and current resale prices.” As this FAQ says, there may be other factors involved, but I can say that something like “current resale price” or market value would not necessarily be stationary. I hope this helps!

 

Going forward, if you wish to pursue trade-in for your items, you are welcome to do so either at your participating local store, or via the online trade-in process, but the price upon evaluation at either of those locations would not be negotiable. See more about the Trade-In process and find answers to common questions by reviewing the Trade-In FAQs here.

 

All the best,

Kayla|Social Media Specialist | Best Buy® Corporate
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