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New Member
Posts: 4
Registered: ‎01-06-2019

Complaints

I made a laptop purchase Microsoft 365 purchase less than 30 days ago at store #421 and I asked the associate who helped me with my laptop purchase if I did not need Microsoft could I return. The answer was yes as long as I have the receipt and the bar code is not scratched off. I went to return and that wasn't the case, I was told that Microsoft is non refundable, but no where 9n my receipt does it say that but it does state that my credit card will be charged for a yearly renewal. The information that I received obviously wasn't accurate, now I am out of money for a product that I dont need or cant use. I am very disappointed with this incident and even when I spoke to the manager Mike I want even offered any type of resolution. I am highly upset and this is unacceptable.
Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: Complaints

Hello fletchja,

 

Thanks very much for joining us at the Best Buy Community forums. I understand how frustrating it must be to have paid for software you do not need.

 

As noted in our Return & Exchange Promise, digital content and prepaid cards are final sale items and not returnable. I apologize if the sales associate you worked with gave you incorrect information about that.

 

While we will not be able to process that return, I would like to follow up with that store so that we can make sure this doesn’t happen again in the future. Please send me a private message, through the link in my signature, with your name, email address, phone number, and the customer service PIN from the bottom of your receipt.

 

As from the renewal on that Office subscription, please give us a call at (888) BESTBUY or (888) 237-8289 to make sure the account is updated and the subscription does not renew.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-06-2019

Re: Complaints

Again this is not stated on my receipt nor on the Microsoft purchase card. Now as a customer i am out of money for the poor training on Best Buy associates. As a customer I see that my interest in purchasing from this establishment is not in the interest of the company. The customer service is not in the interest of the customer.
Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: Complaints

Hi again fletchja,


I apologize again for the incorrect information you were provided. We post our Return & Exchange Promise in our stores, and online, to make sure that it can be easily found. 


Like I said before, I’d like to follow up on this so we can be sure that this doesn’t happen again, but I’d need the information I requested above. If you could please send that over to me, I’d greatly appreciate it.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-06-2019

Re: Complaints

I'm not looking online for return policies when it's on my receipt. What do you do for those that this poor training and unawareness has affected already? You are asking for information but are not trying to please or compensate a customer.
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Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: Complaints

Hello again fletchja,


I’d be happy to double check to make sure that what I’m saying is correct in regards to your order. Without actually reviewing the purchase I can’t be completely sure that the item is not returnable, though based on what you said it is. 


I can’t promise I’ll find something different when reviewing the order, but I’ll absolutely check it out and see what’s possible if you can send me that information I requested above.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!