BestBuy Co Inc
Phone Junked in Service and Store Credit Refused

Today (1/23) I went to BestBuy because they called me about information on my phone that I sent to service. They stated that it had been junked out and that I can choose any phone for $600 from the sprint section. I refused and said I would like instore credit as I already had a phone and plan so therefore did not need a phone. This is where the Problem 1 began. It was repeated to me at least 6 times that I could not get instore credit. This was stated to me by a person who identified himself as the Mobile Manager however he was a lead. Anyway after going back and forth and pointing out holes in the agreement that I signed and them refusing to return my phone that was sent in for service because they already got rid of it I said fine I will take the 600 equivalent. The associate said that I could do anything with the phone as it would not be tied to a plan and suggested I could sell it online. I told him I would not get the full value of the phone and that I was unsatisfied with that option.
Problem 2: Someone sometime screwed up a return of one of my relatives and they said that the phone had already been returned, Not True. I told the associate that was helping me as he ran around trying to figure everything out, ignoring me that if this was going to take any longer as I was already there for more than an hour that I would just go home and he could call and I gave him a deadline of within tonight or tomorrow. When I left the store I immediately called BestBuy Consumer Relations, I talked with a very understanding man and he out of everyone was the nicest and easiest to work with. He talked with the store and worked out a solution. The store told me that this is not how they typically do it even though it is up to the discretion of the store as stated in Page 2 Bullet 3 of the Black Tie Protection Plan. The first offer was instore credit for less than the phone they offered me in the store; I refused again saying that I wanted the full amount of what they offered me. I was told I would be called back and they finally did agreeing to that amount and said that they never do this.

I learned that even when you point out flaws in company policies and ask for documents that the employees will not give you them until you are about to leave or hand you a sheet that contains little to no information. I have also learned that a corporation that prides itself in customer service may not even meets their own standards. To be lied to, embarrassed, and watched by more than 6 employees and managers because I raised my voice made my day something that I do not want to remember. It was a JOKE that I was treated like this in this store.

Company: BestBuy Co Inc
Country: USA

  <     >