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Posts: 2
Registered: ‎05-10-2019

On MacBook refund, Best Buy took $29 from me for "free" software that I did not purchase. Why?

[ Edited ]

Hello Best Buy,


About 13 days ago, I picked up a 12" Macbook during one of your flash sales for $799. It was a great deal but after using it for a few weeks, I realized the screen was just too small for my eyes. So today, I boxed it up and took it back to my local Best Buy, #2504 on Beltline in Dallas, for a refund--within the refund timeframe by the way. The refund clerk at Best Buy was a nice enough lady, but during the refund process, she told me she would have to charge me $29 for the "free" Trend Micro antivirus software that came withe computer. That's free, folks. Free. 


The computer was $799 and that includes 6 months free antivirus and a trial subscription to Apple Music. With that being said, during the refund process, she took $29 out of the refund amount for antivirus sofware that I never used and never wanted to begin with. Since it's some kind of electrronic download, basically, she forced me to purchase the software since there was no way I could physically return it. In effect, Best Buy #2504, stole $29 from me. I was stunned.


She said since it was a bundle deal, and since I wasn't returning the software, just the computer, I would have to pay for it. Seriously?? I asked her, ok, how can I return the software if it's electronic? She said I would have to contact Trend Micro for a refund. Again, seriously? A REFUND FOR MONEY THAT I DID NOT AUTHORIZE HER TO TAKE FROM ME FOR SOFTWARE THAT I DID NOT PURCHASE AND DO NOT WANT. 


I'm a great Best Buy customer. I have a Best Buy credit card. I bought my refrigerator there, my stove, my dishwasher, numerous other items and am very happy with them. Best Buy has always been good to me. Please Best Buy, don't lose my business over a $29 charge that I did not authorize you to make for software that YOU threw in for free with a bundle but are now charging me for because you do not provide a way for me to return it with the computer and get it off my account.


If someone from Best Buy reads this message, I would greatly appreciate it if you would help me get my $29 back. It's a matter of ethics and good business practice to get this situation resolved. And, it's just the right thing to do.


Thanks so much Best Buy!


-Amy {removed per forum guidelines}

Dallas, TX 

Posts: 18,136
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Registered: ‎09-29-2008

Re: On MacBook refund, Best Buy took $29 from me for "free" software that I did not purchase. Why?



Welcome back to our community. At one time or another, I think everyone has experienced an unexpected charge that seemed to come from nowhere and for no really good reason. I know I have and it's frustrating to be sure. I regret that you've encountered this with your recent return.


Some products sold on include promotions that offer another item at no charge when purchased. If, at the time of a return, all parts of the bundle are not returned, a deduction may be made from the amount refunded. Because Best Buy cannot accept returns on digital content (i.e., the antivirus software), when you returned your computer, the amount of the software was deducted. You can find more information by visiting our Return & Exchange Promise.


The simplest solution to prevent this is to remove unwanted items--even free ones--from your Cart before completing your purchase.


With that being said, I'm happy look into your unique situation if you will please send me a private message that includes:


  • Your full name
  • Your telephone number
  • Your email address
  • Your order number


To send me a private message, please click the button labeled "Private Message" in my signature below. 


I look forward to hearing from you.

John|Social Media Specialist | Best Buy® Corporate
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