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New Member
Posts: 3
Registered: ‎03-10-2019

Defective return denied

My wife and recently were purchasing a laptop, we went through a few that we didn’t like or didn’t work like we wanted them to then we settled on the HP Spectre X360, we got it home and booted it up and it froze and we had to do a hard reset and it froze again and again and again. So we did a reinstall of windows fresh and it still froze after that so we decided to return it and go back to a Mac but we were declined the return at the store which is insane since the laptop is defective and doesn’t work at all! Why should we be stuck with a $1400 paperweight just because your return poly is stupid. We don’t have a ton of money and my wife needs this computer for her business.
Recognized Member
Posts: 112
Registered: ‎11-11-2016

Re: Defective return denied

What was the reason for being denied the return? Was it outside the return window, was there physical damage, or were you denied because of TRE (a company that processes their returns to weed out fraud/misuse)?
Posts: 8,548
Topics: 1,084
Kudos: 742
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Solutions: 258
Registered: ‎11-10-2008

Re: Defective return denied

Returns can be denied for a variety of reasons. Like the person who replied you can get denied if you have a history of improper returns. You can request a return research to see why you were banned but may end up having to go to HP which provides great service for warranty on defective items. 

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 3
Registered: ‎03-10-2019

Re: Defective return denied

Denied because of TRE, but none of our returns were misuse or fraud, Best Buy advertises that you can return items no questions asked, we returned 4 laptops total, some had issues and some we didn’t like. We’re not rolling in cash and wanted to make sure our money was spent on something that would last, and now this computer has a critical fail and doesn’t make it 5 seconds past booting before it hard freezes which was demonstrated at the store. How it it acceptable for a company to refuse that return regardless of what was returned before!! That is theft , Best Buy has effectively stolen $1400 from my family. My wife needs a computer for her business and now we have none.
Recognized Member
Posts: 112
Registered: ‎11-11-2016

Re: Defective return denied

You can reach out to TRE and request to have a list of your returns and if there’s an error you can dispute it. Best Buy’s policy mentions the use of TRE, you should’ve also gotten a warning which I believe they make you sign, during the last return you were able to do.
Posts: 11,255
Topics: 137
Kudos: 301
Blog Posts: 20
Solutions: 533
Registered: ‎01-03-2013

Re: Defective return denied

Hello Atsmith82, 

Welcome to the forum and thank you for reaching out to us! Even with the most grueling of research, it can be difficult to pinpoint the laptop that will work best for you and your needs with such a large variety out there. I can imagine that after some devices simply not working for your needs and others not working at all, you were quite frustrated to receive a notice from TRE. Please see that I am sending you a private message to gather some additional information. You may check your private messages by signing into the forum then clicking the envelope icon in the top right corner of the page. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎03-10-2019

Re: Defective return denied

Thank you, this is the first and only intelligent response I have received that perfectly explains my plight. We honestly wanted to keep this laptop but it doesn’t work, now we just want a refund and to never do business with Best Buy again.
Recognized Member
Posts: 112
Registered: ‎11-11-2016

Re: Defective return denied

Just because a response isn’t to your liking, it doesn’t deem is un-intelligent. You’ve explained your situation and were provided accurate information from multiple people. As a consumer it’s your responsibility to be an informed one, the same way you’d shop around prices you need to be aware of policies that are clearly stated and available to you. Given this is a TRE matter there’s little to nothing BB can do to reverse it, as seen by dozens of others that have been in your place. Good luck anyway.
Frequent Contributor
Posts: 524
Registered: ‎02-07-2011

Re: Defective return denied

In addition the laptop has a manufacturer's warranty, you can contact the manufacturer for service, there for you dont have a 1400$ paper weight.