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Posts: 2
Registered: ‎03-25-2019

Recent Laptop Return/Exchange

[ Edited ]

I recently purchased a new laptop {removed per forum guidelines} But after a few days, the screen began to seperate from when I would open it.  I initially reached out to Razer, as it was a Razer laptop, but they said I needed to exchange it with BestBuy since it was within the exchange window still.  The issue was that it was not in stock anywhere so I'd have to go without while I waited to recieve a new one.  Rather than do that, I decided on a different laptop, so I placed the order to pickup in store and then went and returned my old one and picked up my new one {removed per forum guidelines}.

 

Now, when I did the exchange, the cusotmer service person didn't say anything about it but I saw on my reciept (which was sent to me via email so I didn't see it right away) that I wasn't fully credited for the laptop becuase it came with "free" software and I had purchased a keyboard/mouse with it that had a discount from purchasing it with the laptop.  

 

I would like to have this additional amount refunded as I basically did an exchange and the new laptop had these same offers available.  Had I know I needed to return the keyboard and mouse just to repurchase them again to keep the discount, I could have done that (silly as it is) but no one even told me I wouldn't lose that money.  

 

Thanks for your help!

Posts: 296
Topics: 13
Kudos: 78
Solutions: 15
Registered: ‎11-23-2018

Re: Recent Laptop Return/Exchange

Hello, udking, and welcome to our online community!


Thanks for reaching out for support here on the Forums. I'm sorry to hear that you were experiencing screen issues with the first laptop purchase you made. As someone who relies on their computer daily, I can definitely understand wanting to buy a new laptop and return the old one rather than waiting for it to return to stock for an exchange.

 

When it comes to bundle returns, our system will automatically adjust the price of the items kept by the customer and deduct the free items from the refund. Were you able call the store back or speak to a manager about possibly completing this return for a full refund?

 

Regards,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-25-2019

Re: Recent Laptop Return/Exchange

Hi Allison, 

 

Thanks for the quick response.  I was looking for a way to reach out electronically rather than having to call, which led me here.  I couldn't find a way to email them with the issue.  Is there any way to take care of this without having to call?

 

Thanks!

 

James

Posts: 296
Topics: 13
Kudos: 78
Solutions: 15
Registered: ‎11-23-2018

Re: Recent Laptop Return/Exchange

James,

 

While I can understand wanting to correct your refund amount through these means, this possible refund adjustment will have to be done through the store directly. I first suggest calling to see if this can be done by the store over the phone, otherwise you may have to revisit the location if more information is needed.

 

I apologize for any inconvenience this may cause, and please let us know if you have any other questions or concerns.

 

Best,

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