Customer Ratings & Reviews

Here is a tightened version reduced by ~300 characters, while keeping all key facts and pressure points intact: --- This has been an absolute nightmare that has gone on for over a month with no resolution. I purchased an open-box phone online on December 5th, shipped to my home. At the time of purchase, Best Buy advertised $550 for my trade-in. I have screenshots proving this offer and chats confirming it. When I brought the phone to the store (as instructed by an online agent), I was told the trade-in had to be completed online because the purchase was online. I mailed in my trade-in phone, and Best Buy only credited $300 instead of the promised $550. Now my trade-in phone is gone, I cannot get it back, and I also cannot return the phone I purchased because the return window has passed—largely due to Best Buy’s delays and misinformation. Since December 27th alone, I’ve contacted Best Buy multiple times via chat and phone. Each time I’m told something different: * Store says chat must fix it * Chat says the store must fix it * Agents claim they’ll escalate to a supervisor or manager * No one ever follows up * No case numbers are provided * No chat transcripts or emails are ever sent I’ve spent nearly 12 hours repeating the same story. Best Buy has no record of my previous chats tied to my email or phone, and chats frequently end with messages like “The chat was interrupted.” To make matters worse, the “open-box – excellent condition” phone I received has visible scratches on the screen. Because Best Buy did not honor their advertised trade-in value, I’m being forced to pay an extra $250 out of pocket. This is a complete failure of customer service and accountability. At this point, no one can correct the trade-in value, refund the difference, return my phone, or return my trade-in phone. I was ultimately told, “From my side I am not able to help you.” This is unacceptable for a company of this size. I strongly caution anyone considering an online purchase or trade-in with Best Buy—if something goes wrong, you are on your own.

Haven't used many features of the phone because the battery drains so quickly. I have to charge the phone mid day. I start with a fully charged phone in the morning, after reading t news and catching up with text, the battery is at less than 70%. I have had this phone for 16 days. I contacted Google, their solution is to reduce the usage of all my apps, even though I am using the same settings as I used with my pro 9. They suggested that I change the settings for my screen to turn off after 30sec to save battery. Now if I hesitate when writing a text, my screen turns off. I told them it was unacceptable. They suggested I return the phone so it can be replaced under warranty. Asked for a copy of my receipt. I sent a copy of my Best Buy receipt and was told that was not an acceptable proof of purchase and that they would do nothing to help. I am 70 miles from the closest Best Buy store , as soon as I can get back to a Best Buy I will have no choice but to exchange it for a Samsung phone. I will be out of the restocking fee, but I have no choice since Google doesn't honor my Best Buy receipt.

Awesome phone, but not particularly pleased with the way the associate handled the trade-in. Never heard where one needed to wipe a phone before the actual trade-in. The associate was so much in a hurry to get rid of me that he "mandated" I wipe the iPhone I had before handing the new pixel phone to me, claiming it was part of the contract. I had to download all my Apps afresh and wasn't able to transfer my old Apps to the new phone. This cost me valuable time. Not sure I will be using Best Buy for any trade-in anytime in the future.

Absolutely RIDICULOUS. @BestBuy has the worst, most customer-hostile trade-in policy. Their impossible 13-day mail-in window has cost me the $140 total credit on my Pixel ($110 promo + $30 trade-in value). I tried resolving this in-store, and the transfer to a supervisor via a polite phone call was DROPPED THREE TIMES. No other major retailer has a window this short. Best Buy publishes an extended return policy but uses small print to make an exception for these devices. Fix this system failure and honor the original deal, @BestBuySupport! #BestBuyFails #TradeInScam #WorstCustomerService