01-14-2020 09:32 AM
I purchased an open box cell phone 2 days ago, A 200$ gift card was offered as part of promotion during purchase.Unfortunately, the phone turned out to be defective and I went to a local best buy store to exchange this for another one of same kind. To do an even exchange , I was asked to return the gift card and pay the new price as the promotion has ended.This in no way makes sense as I am not returning the procuct.Instead, I am asking for an even exchange. Appreciate if someone can help me with this. Thank You.
01-15-2020 04:07 PM
Welcome to the Best Buy forum though I wish we were meeting under better circumstances. Upgrading your mobile device is an exciting event and it would be even better with a $200 gift card for free. I totally understand why you would want to keep that.
If a customer wants to exchange a cell phone, it’s my understanding that it could not systemically happen on a single transaction. The original cell phone would need to be processed for return, and then the new desired cell phone would need to be purchased as its own transaction. If an item is bought as a part of a bundle or with a promotional discount and you don’t return everything, the value of the discount or freebie would be charged. This would be why the store would ask for you to return the original gift card. You can see more about returning bundle or promotional discount items in our Return & Exchange Promise here.
With all of this said, can you tell me a little more about your situation? Was the phone you wanted to exchange for the exact same model as well as open box? Using your forum registration information I was not able to find an open-box phone purchase. I can’t promise a different or specific resolution, but I’d love to see what’s possible. To get started, I’ll need your full name, phone number, email address, original order number (if purchased online) or the transaction customer service PIN from the bottom of your receipt (if purchased in store). Keep your information secure by clicking the blue “private message” button in my signature. I look forward to hearing back!
01-16-2020 10:40 AM
Thanks very much. Kayla isn't currently available, so I'll help out in her place.
I'm reviewing this now, and I'll reply back to the private message once I have an update.
01-17-2020 11:22 AM - last edited on 01-21-2020 12:14 PM by Bill-BBY
Thank you for checking in with us. Kyle is currently unavailable but I do see some more information is available. I'll be sending you a private message with some more details shortly.
01-20-2020 11:31 AM
Hi there, crazzyy4,
Thank you for following up with us! I've had the opportunity to check on this issue for you, and it appears that a manager from the store you visited should be reaching out to you to discuss what options may be available. Should you not receive this contact in the next couple of business days, please let us know.