Best Buy

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I am so disappointed the Greenbriar Best Buy, we recently switched cell phone carriers to sprint. An employee named Xavier helped with our activation. He seemed knowledgeable with the transaction, smooth talker, as we signed his pin pad for this form and that form. We were signing up for a sprint promotion, we traded in our old iPhones for the free iPhone 11s, as new customers. We were excited but I really wished we would have walked out and ran far far away from this store. The whole experience after leaving with our new phones that day has been such a disappointment. He traded in our phones incorrectly and now “it’s our fault” we signed the papers and are stuck paying for two $700 phones that were promised “free”. The customer is being blamed for a mistake the employee made. When we returned a month later with the bill (sprint did not see a promo code during the activation process so they recommended going back to Best Buy) an employee named Evan explained the trade in mistake and went to the back of the store to call sprint directly. He said he sorted it all out and the next months bill would be correct. Well...it still wasn’t. Returning to Best Buy again, Xavier helped us again. He looked at the paperwork and was puzzled by our complaints. He said the paperwork shows no promotion, that we chose a $20 trade in on our old phones instead. And that we are responsible for paying off the new ones. After reminding him about the promotion (which he remembers running), he said that’s not what we signed for, it’s too late to fix it. Nothing they can do. So THEY traded in the phones wrong, we trusted the words coming from the employees mouths as we signed the pin pad, and trusted Evan who rec waiting another month. Now we are stuck paying $70+ extra dollars a month over our cell bill bc your employees made a mistake! I have never felt so appalled by poor customer service, blaming the customer. For a corporate company that prides itself in customer service, you have failed.