BestBuy.com

[RyanRojas]

I purchased a laptop on 7/22/2020 and had it set for instore pickup. I bought this as a birthday gift for my son. His birthday is this Monday Nov 23rd, 2020. I opened the laptop today to set it up, and noticed it damaged in the box. The screen has lines going through it and there a very tiny tiny dent in the lip - my guess is this is what is causing the screen issue, but I cant be for sure. 

I contacted support that they told me its beyond the return policy. The last date for me to return it was Oct 6th 2020. I am an elite member. I feel this is EXTREMELY wrong, and feel robbed of large sum of money. I bought it back then because I knew it was a hot item, and he wanted one. Figured I do my shopping early. I put it in my closet, and kept it there for these few months. I contacted Asus - and they said Best Buy should return it for me since it was damaged upon arrival. I work in the feild of customer serivce myself, and am a supervisor to a large company. I know expections to return policies can be made. Is there anyone out there who can help me? I really just would like an exchange. I shoudlnt have to take a financial hit here. This simply isnt right.. At the end, I can dispute the chagre on my card - but am attempting to rectify this with you all here before I take that route. 

[RyanRojas]

I have the receipts, order number, chat logs, etc. The Asus G14 - Box, all the contents as if it was new. I really dont want to go to a store with COVID - but what Ive been told they cant help me either anyways. Can I ship this back? On top of all this, I need to find a way to get my son his birthday present as well. 

[RyanRojas]

Reading around this forum - it would also appear Im not the only one who this has happened to before. That makes me feel better. However on a logistics standpoint - I know things can get damaged. But why do we as the comsumer have to take the hit for that? Its not fair.

[hockeycanuckjc Valued Expert]

---

@RyanRojas wrote:

Reading around this forum - it would also appear Im not the only one who this has happened to before. That makes me feel better. However on a logistics standpoint - I know things can get damaged. But why do we as the comsumer have to take the hit for that? Its not fair.

---

Best Buy cut off the COVID return policy a long time ago. If it was purchased in July then it could be assumed that your local store allowed in store purchases and returns once more which means there is no more extended COVID return polices. Therefore, unless specified on your receipt that you have such policy, your membership level dictates the amount of time you are able to return an item.

We do get customers on this forum who are in similar situations as yours but strongly encourage you to test your purchases before leaving the store or examining them.

You may have to talk to the manufacturer for repair on the computer if its indeed past the return policy.

[RyanRojas]

Yeah I wish I had tested it out then I wouldnt be in this situation. Can any bestbuy employee out there assist. I did call Asus and they directed me to Best Buy. 

[AndrewB-BBY Social Media Specialist]

Hello, RyanRojas,

Welcome to our community forums. Getting a new computer is a great birthday gift so I can imagine your surprise to discover damage to this laptop once you had opened it. I appreciate you taking the time to bring this to our attention and would be glad to see what options we may have to help.

We offer a 15-day Return & Exchange Promise for most of the products we sell. This can be extended to 30 days as a My Best Buy Elite member and 45 days for My Best Buy Elite Plus members. Because such a significant amount of time has passed since this purchase was made our options to assist you are very limited. I would like to make sure I look at all possible avenues. In order to do so, I will need a bit more information about your purchase.

Can you please send me a private message that includes your:

Full name

Email address
Phone number

Order number

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

[RyanRojas]

The issue has been resolved. 

I spoke directly with the store again, and they were able to refund my purchase.

Thank you for the response. 

[AndrewB-BBY Social Media Specialist]

Hi there, RyanRojas,

I'm very glad to hear you were able to work with your local store and find a solution.

Please let us know if we can ever help in the future!

Regards,

[hockeycanuckjc Valued Expert]

---

@RyanRojas wrote:

The issue has been resolved. 

I spoke directly with the store again, and they were able to refund my purchase.

Thank you for the response. 

---

Happy to hear this, that you got it resolved. Please note that Best Buy Forums are not just for customer service issues but also advice for technology and buying so if you have any questions about that in the future, the forums are open 24/7