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Disable Automatic Subscriptions

Status: Acknowledged
by Valued Expert on ‎12-13-2018 10:40 AM

I would like to see automatic subscriptions not be a thing with Best Buy. 

I purchased a new computer for myself 12 months ago.  In the shopping cart I removed Webroot (which was free).


In May I purchased a new computer for my father.  This time I didn't remove Webroot. When I to my fathers place I  tossed Webroot in the garbage.  I set up my fathers computer. I did not activate Webroot. I did not register Webroot.


During checkout it does show Webroot Internet Security + Antivirus 2018 (3-Device) (6 Month Subscription) 


Last month I received a notice from my Best Buy Credit card that I was charged for a renewal on my Webroot subscription.


Nowhere along the line did I agree to a subscription. Further it should not have even activated.


You can go into your account and remove the subscription.  But you should not have to.  


What I would like for this suggestion is 

Best Buy does not Automatically enroll you in a subscription.

During checkout you should have to check a box to enable Automatic renewal. 

Status: Acknowledged

I hear where you are coming from on this, but at this time we will not be getting rid of automatic subscriptions.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-14-2018 11:43 AM
Status changed to: Acknowledged

I hear where you are coming from on this, but at this time we will not be getting rid of automatic subscriptions.

on ‎12-18-2018 02:08 PM
I think I'm a prime example of not being aware of identifiers, not that I'm certain of the policy ,however if it's a subscription of any sort no matter where or what service there is a good chance with out opting out this will occur, now as policy as I'm not certain maybe if u pay in cash that could avoid it but per policy that could also lead to same place if there is a card on file.
by Valued Expert
on ‎12-19-2018 07:36 AM

If your not going to get rid of them then BB should make sure the customer acknowledges with a check box that they are getting the subscription.

by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-19-2018 09:08 AM

@bobberuchi, I hear you. It's my understanding that a customer does need to specifically agree to a subscription in order to be charged in the future for that subscription.

by Valued Expert
on ‎12-19-2018 12:08 PM

@Allan-BBY At what point would that be.  I just put a computer in the cart and took it all the way to the point of placing the order and at no time does it prompt the customer to accept the subscription.


I found out about the subscription when I received and email from Citi Bank telling me I was charged for my annual Web Root subscription.  


At the bare minimum the Web Root subscription should not be started until after the customer activates it.   

on ‎01-19-2019 12:21 AM

Hello all, 


I would like to add to this: in-store, this has gotten a lot worse as well. It used to be if I wanted to go to the store and purchase a copy of Microsoft Office, I could easily buy a prepaid card and it was good for the 365 days that's advertised in the Office 365 name.  Now, when you checkout, it requires a debit or credit card for auto-renewal and the sales associates always tell you "oh it's easy to just go in to turn off auto-renew." The issue is most people forget and don't and end up getting charged.


This is made extremely worse with "free trial offers" which is basically what the antivirus software mentioned is.  The good news is that credit card companies are listneing and they're equally as fed up with this as consumers and they're doing something about it!


Mastercard is pressing for legislation that would require merchants to explicilty gain cardholder approval PRIOR to a subscription renewing by notifying them by email or text with the the transaction amount, payment date, merchant name along with explicit instructions on how to cancel a trial. 


For each payment thereafter, the merchant will have to send a receipt to the cardholder for each transaction by email or text message with clear instructions on how to cancel the service if the consumer so desires.  In addition, all charges that appear on the cardholder’s statement must now include the merchant website URL or the phone number of the store where the cardholder made the purchase.


Hopefully this will eventually extend to all subscription-based products as instead of just try-before-you-buy type of offers. 



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