THE WORST experience on a upgrade EVER..Will tell EVERYONE I CAN

Question

To Whom this may concern:
To Start I got my Sunday Paper and there is an ad in the paper to upgrade your I Phone to and I Phone5 S for $1.00.
I know this is usually too good to be true and there is always hidden fine print were they extend your contract or you still have to pay more than a $1.00
Well I decided to look online at bestbuy.com and see if I could do it on line. And for ATT you cannot you must go in the store. That was fine with me I would just go by there. I did see online that you could see if your phone could upgrade.
So I entered my number, zip code, and last four of social.
It said congratulations you are eligible for a early upgrade with a 2 year extension.
No problem I do not mind extending my contract for 2 years. SO then I said I still better call the store and ask them for sure if there were no hidden fees. So I did, she said yep, as long as I traded in my I Phone 5 and I was up for the upgrade I could exchange my phone and extend 2 years and I would just pay the 1.00 plus I had to pay taxes. NO Problem...
Great, so I ask my boss, can I take off early he said yes, but again I called again I did not want to go up there if they did not have any phones in stock, she said yes they have them. I said thank you I was on my way.
The BEST Buy mobile in our mall is where I went. I went inside and told them my story so far, and they again said no problem. He took my phone, the woman that I spoke too on the phone asked what color iphone5s I wanted I told her I did not mind because I was going to get a charger too.
She went and got me the gold one.. No problem. He takes off my phone case and screen protector, and says mine is in perfect condition. He starts moving my information from my phone to the new phone. He asks for my information and I give him my drivers license. He then says go look at the new cases and pick one out..
He the calls be back over and says great news the upgrade is 149 and my phone is 199. So I have a 50 credit. WOW I was excited.
I didn't find a phone case that I liked so he said no problem he would give me a gift card for the difference. WOW this Great.
GREAT customer service.. So now it is time for me to come over and sign. I sign the first form and he tells me I would get copies of it all when we were done.
The manager comes over and says, great you are getting a new phone.. I said yes I am pretty happy. BUT.. Then this happens.
He looks down and tells the representative, this woman is not up for a upgrade she must be 300 for the phone.. I AM LIKE WHAT.. are you serious.. but is done. we are ready to go...
the apologized over and over.. but I was not going to get the phone.
I was so frustrated.. He said the word, "early" upgrade mean half off, and "complete" upgrade means $1.00. NO one ever told me that.. I even called to confirm, TWICE...
He then tries to give me back my phone, and I said where is my screen protector, "oh that's in the trash I already took it off" well go get it..
He then spends about 20 mins trying to put the screen protector on, and it is too beat up I guess.
So then someone recommends that they get an old I phone 4 case out of the back room and they can use scissors and put it on my phone.. Now they are cutting an old cover and 20 more mins goes by and they cannot get it to work..
I am like.. I have to a screen cover for my phone. So now she says.. I guess we can use our gift card that our branch got. And we can just buy you one. OH MY GOSH.. are you serious. I am so mad at this point.. you have got to be Kidding me... THIS IS INSANE....
SO yes these two employees go and use their store gift card they had gotten and went and bought me a cover. THIS IS NUTS...
I am beyond upset. I will be telling everyone I know and all of FACEBOOK too of all the things that went on today. I cannot believe this. I just wanted an upgrade on my phone that I was told twice I would get.. Instead I had the worst experience I have ever had in my life with customer service and policy. And working in retail myself, there was no, lets help the customer. Terrible. I expect some kind of response from all of this.
Burning up MAD>
BH

Answer 1

Hello BH,
Wow! It’s disheartening to read that we were unable to assist you in taking advantage of our current iPhone 5s promotion.  I’m due for an upgrade myself and if the price changed mid-transaction on me, I certainly wouldn’t be happy about it either. I’m sure that this was a frustrating experience, especially as it started out so smoothly. Upgrading a phone should be a fun experience, and I’m sorry to hear that this wasn’t the case.
I’m glad to know we were able to transfer you back to your original iPhone 5 and provide a new cover as the previous one was out of commission. Regardless, I’m sure that this wasn’t something you were expecting as it sounds like you were close to signing the paperwork necessary to complete the upgrade.
Concerned, I pulled up our current promotion listed on our website. After my preliminary investigation, I’ve found a reason that may explain why your phone was deemed ineligible for this promotion.  According to our promotion’s offer details, a customer must be eligible for a new 2-year agreement. With early upgrades, a new 2-year contract isn’t always required.  Also, your carrier may have additional requirements, meaning that your specific plan with them may have prohibited your phone from this promotion.
Having said this, I want to investigate this further and have sent you a private message which you may view by logging into the forum and clicking on the envelope icon in the upper-right corner.
Thanks for posting!
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message