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Registered: ‎11-02-2019
Accepted Solution

Store Return Complaint

[ Edited ]

I purchased an HP Lapton 15-DY0013DX on 10/13/19. It was marked down to $429.99. I was buying this laptop for a new job. The salesman asked me if I needed the Microsoft office suite. I thought I would have access to those programs through my new job, but wasn't sure. He told me I would get a reduced rate if I purchased the office suite from them ($129.99) and would be able to return the code for a full refund if it was unscratched. 


I started the job and they do have a site license so I tried to return the Office Home and Student to the Best Buy on Two Notch Road in South Carolina. After speaking with a sales associate and a manager, my husband was told they would accept the return. Then they stated that since Office was purchased with the computer (and the computer was now full price), he would need to pay the difference between the sale price of the computer and the full price before they would do the return. Basically, we would end up paying $20 in that transaction. It made absolutely no sense.


Then I called the customer service number and spoke with Roy (case ID number {Removed per forum guidelines}) and was told I need to do the return through the store. I explained what happened at the store. He was unable to help me.


I am extremely upset because the salesman absolutley, completely lied regarding my ability to return the Office Home and Student. I was just trying to save an extra trip back to the store and purchased "just in case". I had no idea I would be out the $130. This man was extremely dishonest and I would like Best Buy to make this situation right.


My customer service PIN from the original transaction is {Removed per forum guidelines}.

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Registered: ‎12-23-2016

Re: Store Return Complaint

Hello, bernask,


Welcome to the Best Buy Community forums. Getting a license for Microsoft Office is a great perk many employers offer.


Under our Return & Exchange Promise, you would need to pay the difference if you received a bundle price on Office and that computer and returned part of the bundle. That could be the reason for the extra $20. If you can send me a private message, by using the link in my signature, with your name, email address, and phone number I'll review this and see if that's the case here.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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