Make sure you go with an elderly family member or friend when they upgrade phones!!!

Question

Please make sure the elderly do not go alone. It doesn't matter to Best Buy how people are treated, just take their money. 
My Letter to customer service:
Good morning, Yesterday my husband and I went to your East Houston store at Wallisville and Beltway 8.It was time to upgrade our phones. Your website ad had a Samsung S5 for $1.00 with a 2 year contract. When we got to the store and asked the sales rep about it she informed us that Best Buy did not do upgrades any longer. We had to buy the phone on installment billing or lease one. We were very suspicious, that did not match your ad or the mail from Sprint. We went to your store in Baybrook (a 45 mile round trip). The sales rep there did our upgrade. She was very nice, informative and patient with us. The sales rep at the Wallisville store LIED to us. I feel that she was trying to take advantage of two elderly people. We are old yes, but not senile or stupid. Is this how Best Buy treats its senior customers? Just tell them anything, they don't know any better, they will fall for anything. I feel that this is elderly abuse. Your company and that store should be ashamed !
Their reply:
Thank you for contacting Best Buy Mobile Back Office. My name is Cynthia, and I will be more than happy to assist you today. I would like to extend our apologies for any inconvenience this experience has caused you. I assure you this is not the type of experience we want our customers to have when shopping at Best Buy.
We strive to make each experience you have with us positive and as fun as possible, and we are disappointed if we don't live up to that expectation. We always rely on feedback, both positive and negative, to help us find areas for improvement. At Best Buy, we understand the importance of good service, as well as how frustrating poor service can be. I apologize for the experience that you encountered in one of our stores.
Please be informed that I have escalated this issue on your behalf. The resolution of this escalation may be many things up to and including contacting the store leadership. Typically, with these types of issues, we will not receive any type of feedback on the resolution.
Thank you so much for reaching out with Best Buy. Hopefully, this has answered all of your questions. If you need additional information feel free to respond to this e-mail, or call Best Buy Mobile [phone], between the hours of 6 AM - 12 AM CT.
May reach the store leadership? I am so very pleased that the store MAY be informed of this issue. I'm sure the employee was doing what she had been trained/told to do to keep her job. My question is it just the store we went to or is it a Best Buy policy? From the email I received it seems to be company policy.

Answer 1

Hi there vieuxjen,
Welcome to the forum and thank you for choosing to upgrade with us! It is discouraging to hear you may not have had the experience you had hoped for or expected at our East Houston, TX store. I hope that I’m able to clarify our upgrade capabilities for you.
Leasing and installment billing options are certainly becoming the more popular option, but it isn’t everyone’s preferred option. It certainly seems there may have been some misinformation provided by the associate you spoke with at the East Houston, TX store. It is true that in some cases we are unable to provide the 2-year agreement option. This would typically be when a customer intends on receiving a new phone number while opening a new account with a carrier on a 2-year agreement. If you either have a current line of service with the carrier or intend on porting your current number from another carrier, we should still be able to provide you with an upgrade or new account with a 2-year agreement. I apologize for any misinformation that you may have been provided.
I can certainly understand why you would be disappointed with the initial response you received as well, if you were unsure whether this issue would actually be addressed. I’m glad to advise you that at this time your experience has been brought to the East Houston, TX store’s attention so they may address this concern to ensure we are providing accurate information to customers. Please also know that I am noting your experience on my end as well.
I am glad that you were able to have a much more pleasant experience at our Baybrook, TX location and should now be enjoying your new phones. If you should have any other questions, please let me know.
Respectfully, 
Tasha|Social Media Specialist | Best Buy® Corporate
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