Complaint / Review
Best Buy
Couldn't return computer, even for a bigger, better, more expensive model

Plano, TX& Several years ago (yes, I still haven't gotten over it), I bought an up-to-date Hewlett-Packard laptop computer (zx5280us). After taking it home, and loading it with software, I saw that the same model was available with an extended keyboard, which included the numeric keys (in addition to the numbers at the top of the keyboard); you know what I mean.

The "larger" computer was more expensive, of course, which would have made both the salesman and Best Buy more money, making them happy. And, I knew that Best Buy had a 30-day return policy, where you could return anything and exchange it or get a refund.

Since I had bought the computer 13 days ago, everything was cool. I diligently erased everything off the computer's hard disk, cleaned it up nice, so it looked new, placed it in its original box, with all the foam packaging, all like an unused box with computer.

I took it back, waited in line (by now it was 14 days since I bought it—no hurry, right?), got to the head of the line, and was informed I couldn't return it. When I asked why, they pointed to a line in very fine print that said the return policy did not apply to computers (and several other items). The return on those items was limited to the first 14 days. Since I was returning it on the 14th day, I was out of luck.

I then asked to speak to the manager; told him that I didn't want a refund, I wanted to exchange the computer for the bigger, more expensive model. He flat-out told me that I was out of luck; that the policy was firm, and that I couldn't do what I wanted to do.

I had been a loyal Best Buy customer; I asked him to verify that fact. He did so, on his store computer. I told him that if he didn't exchange the computer, I would never shop there again. I left the store with my original computer, with which I am submitting this report.

I fail to see why, since I was wanting to upgrade computers, rather than get a refund, they didn't bend the rules just a fraction to allow the completion of the deal, and make more money. It just doesn't make sense.

I have never darkened the doors of Best Buy again.