Customer Complaint about Deceptive Practices at Best Buy Store #833 in St. Louis at 8350 Eager Rd
When I went to the Best Buy store #833 at 8350 Eager Rd Saint Louis, MO 63144 in late December of 2014 to look at possibly upgrading my AT&T phone, I was told by the mobile sales representative that the upgrade of my phone on the AT&T Next program would cost around $2 extra a month because I would get a $25 discount if I got the phone. That convinced me to get the phone, and come back on two other occasions over the next few days to upgrade the other phones on my family plan. Each time I came back I asked whether it would only increase my monthly bill by around $2, and every time they said that was the case. When I got my last bill from AT&T, I noticed that the amount went up by over $100, which is lot more than I was expecting. After further investigation and a call to AT&T, it became evident that I did not receive the $25/line discount with the Next program because I already had a discount on the lines, and I was being charged the full monthly price. AT&T representative suggested that I go to the Best Buy store where I bought the phones and talk to their mobile manager, and surely they would figure out a way to solve this or let me return the phones for a full refund. I went to the store on Sunday February 7th 2015 and asked to speak to the mobile manager. I was introduced to Maggie, who told me that she would try to help me, but she needed to contact the AT&T representative for their store, and since that was on a Sunday and the representative does not work the weekends, she would contact me the following Monday. She took down my information and printed copies of my receipts for her reference. I did not hear anything back by Friday, February 13th, so I went back to the store and asked to speak to the mobile manager again. This time the manager was Brendan, who was helping another customer, and after hearing a quick description of my problem said he would get back to me as soon as he was done with the customer he was helping. Around 30 minutes later, while Brendan was still helping that customer, Stacey came over and said she was a manager as well. I explained to her what the problem was, and she told me that there is nothing she can do. She said that they can't take the phones back, and, even though the sales representative misinformed me about the price I would be charged for the phones, it is my responsibility, and If I was to cancel or switch to a different carrier I would be billed for the price of the phone, and if I returned the phones I would only get the trade-in value, which is around $500 per phone less that I owe. I explained to her that I went back to the store as soon as I noticed the discrepancy on my statement, and that there was no way for me to know about the problem at the time of purchase, but she said that it didn't matter, and that they can't do anything after the 14 day return window has passed. When I asked whether Maggie heard anything back from the AT&T store representative,Stacey said that Maggie was told by the AT&T representatives that there is nothing AT&T can do. I don't know how she knew that information, because she did not check anything or with anyone before answering. I would have never upgraded the phones if I knew that it would cost me extra $100 a month because the phones I had were fairly new as well. I just thought that for $2 I might as well upgrade them. So basically I am now on the hook for $3000 ($100 per month over the 30 month next plan) and, according to Stacey, there is nothing Best Buy can do.