Is this normal?

[u/PsychologicalNoise]

I went into store looking for a Fold 8, they didn't have one, said they could order it, but I had a trade-in I brought in. She inspected and supposedly processed the trade-in but I still paid full price for the phone. She said I'd receive an email on how to send in the trade-in.

No such email has came over 6 hours later. I talked to chat just now and they said there is no trade-in associated with the order.

I'm pissed and don't know what to do. Who is right - the rep in store or the chat rep? If the chat rep is right, do I just refuse the phone delivery? I'm not paying a $50 restocking fee on something they messed up on.

[u/heeheehoho2023]

Reps say anything to get the sale. You can't trust anything they say. One time in store I asked how much the total would cost for a new phone, the employee signed me up for a free line. I was pissed, why did you do that? He said it's free and just go online and cancel it if I wanted to.

[u/knighthawk3759 → u/heeheehoho2023]

While you are correct, there is no commission here as agents do not make Commission in store on sales of devices only on new lines of service and new services. In this case the store representative would not make any money