Purchased a 13.3 Macbook Pro and I got charged for softwares I didn't purchase.

Question

Hi there.  I just purchased a Macbook Pro and I noticed two additional charges on my receipt for antiviruses that I DID NOT purchase. The sales associate told me that I would receive an antivirus software FREE OF CHARGE so I agreed. On my way back home, I looked at my receipt and there was a $2.99 charge for "KASPERSKY IS BOX 2015 3-USER" (SKU 1689012) and a $27.00 charge for "KASPERSKY IS 3 USER 6 MONTH"(SKU 5871467).  However, the Kaspersky software (SKU 1689012) was in my bag. But SKU 5871467 was not in my bag. I DO NOT want any of these softwares. I trusted the sales associate about my purchase so I didn't think I had look at the receipt before leaving the store. The sales associate LIED about the free antivirus software and charged me for software that I didn't even get. I don't want to travel 90 minutes back to store. Is there a way for me to get refunded for the software that I didn't purchase or receive. Thanks for your time.

Answer 1

Hello incognito74,
I’m more of a PC girl myself, but for a while there, I was considering getting my hands on a new MacBook after using one for work a few years ago. While I didn’t end up getting one, I’m glad to see you made the leap and purchased the latest model! It’s disappointing to hear you run across some unexpected charges for an antivirus software though, especially after being told by a store associate it was a free offer at the time of purchase. I can imagine this quickly soured your excitement about buying such a nice product, so I appreciate you providing us the opportunity to look into this on your behalf.
Upon review of your purchase, it seems you purchased an Apple computer that offers a free 3-user, 6-month antivirus subscription software called Kaspersky. Technically, we’d consider this a bundle offer. As you applied a mover’s coupon to the purchase though, this could explain why you were ultimately charged for the subscription. This is because this particular coupon can only apply to a single item and not a bundle offer. In order to accommodate your exception request to use your coupon, it seems we had to ring up both your computer and your subscription separately, and the unexpected charge subsequently applied. I truly apologize if we failed to properly explain this at the time of your purchase, especially as it sounds like your “local” store is quite a distance away.
If you no longer wish to have the subscription and you haven’t opened the software, I’d suggest bringing it back into your local store for a refund under your 15-day Return and Exchange Promise. Having said this, I realize your receipt is showing two charges for the software. Please know that these two charges stem from the Kaspersky software you mention receiving, as this is how our systems typically process payment for these types of subscriptions. If the return is made, both of those charges should be refunded at that time.
Respectfully,