Best Buy not honoring Trade In Value

[JuryDuty]

I went to purchase a phone in store by best buy today and was informed that the $450 value listed online was actually a "max", and even though my phone was in excellent condition, "even excellent phones will be given $200".

Seems like a classic case of false advertising. Anyone experience anything like this? Any recourse? How do I make a complaint with the govt?

[Jojo202]

I went to purchase a phone in store by best buy today and was informed that the $450 value listed online was actually a "max", and even though my phone was in excellent condition, "even excellent phones will be given $200".

Seems like a classic case of false advertising. Anyone experience anything like this? Any recourse? How do I make a complaint with the govt?

Try a supervisor, an email to the CEO, and a BBB Complaint

[JuryDuty]

Try a supervisor, an email to the CEO, and a BBB Complaint

Got multiple supervisors, no luck. Currently working either BBB complaint - I'll follow up with an email to the CEO.

[lubaby]

Can you order the phone online for in-store pickup and process the trade-in request as well?

That’s how it worked with the iPhone promo in October.

[JuryDuty]

Can you order the phone online for in-store pickup and process the trade-in request as well?

That’s how it worked with the iPhone promo in October.

I was told on the phone that online for pickup would be 200 but in store would be 450

[skyguy918]

What are you trading in, and where does it show $450 for that item?

[JuryDuty]

https://www.bestbuy.com/site/samsung-galaxy-s22-256gb-unlocked-green/6494448.p?skuId=6494448#anchor=productVariations

https://www.bestbuy.com/site/clp-cell-phones/unlocked-samsung-galaxy-trade-in/pcmcat1621537879921.c?id=pcmcat1621537879921

Trading in a s20

[skyguy918]

https://www.bestbuy.com/site/samsung-galaxy-s22-256gb-unlocked-green/6494448.p?skuId=6494448#anchor=productVariations

https://www.bestbuy.com/site/clp-cell-phones/unlocked-samsung-galaxy-trade-in/pcmcat1621537879921.c?id=pcmcat1621537879921

Trading in a s20

The charts aren't helpful because they just show the max possible for a 'family' of phones. If you select trade in while adding to the cart, it takes you through a more detailed set of questions to estimate the value.

[JuryDuty]

The charts aren't helpful because they just show the max possible for a 'family' of phones. If you select trade in while adding to the cart, it takes you through a more detailed set of questions to estimate the value.

Wow that's the dumbest and most misleading table I've ever seen. Why can't they put the s20 in the 200$ bracket if it's a 200 phone?

[JuryDuty]

Wow that's the dumbest and most misleading table I've ever seen. Why can't they put the s20 in the 200$ bracket if it's a 200 phone?

Yeah so I went through all the phones in the family, and none of them get close to 450. What does up to 450$ mean if it's never over $315 and probably $200 - in mint condition?? I'd say that's false advertising.

[AsherO]

Yeah so I went through all the phones in the family, and none of them get close to 450. What does up to 450$ mean if it's never over $315 and probably $200 - in mint condition?? I'd say that's false advertising.

Maybe it depends on the carrier too.

[JuryDuty]

Maybe it depends on the carrier too.

I tried a sampling of carriers, I could go through all of them I guess

[JuryDuty]

I tried a sampling of carriers, I could go through all of them I guess

Good thinking, but it's a no-go. Nothing over 315

[AsherO]

Good thinking, but it's a no-go. Nothing over 315

Maybe it refers to s20 plus (I don’t think there’s an ultra) and the s20 in the chart means s20-family. They might also pay more for higher storage. Or maybe it’s just a mistake, idk.

[YitzyS]

I'd say that's false advertising.

Well, the jury decided, now it's up to the judge to decide the compensation amount.

[JuryDuty]

Update: I emailed the chief customer officer (found email on Elliot advocates) and got a phone call from corporate this AM. They said they should honor it and will reach out to the store.

[JuryDuty]

Do I cancel my BBB complaint now?

[lubaby]

Do I cancel my BBB complaint now?

Don't cancel it, since they need to overall update their policy, not just this 1 time exception you're getting.

Wait until after you're home, and then just submit an update.

[Jojo202]

Update: I emailed the chief customer officer (found email on Elliot advocates) and got a phone call from corporate this AM. They said they should honor it and will reach out to the store.

 

[JuryDuty]

Update 2: store manager just called to apologize