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Trying to exchange my new HP laptop for a smaller model

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HP Envy 15t
Microsoft Windows 10 (64-bit)

Hi HP,

I have a brand new HP laptop that is too large and I have been trying to exchange it with customer service for over 2 weeks to no avail.  I write this as I am waiting on hold for customer service for 25 minutes for the 3rd time this week. This experience has been nothing short of miserable.


I have been a loyal HP customer for over 15 years and never have I had such a horrendous experience getting help. I was looking to buy from BestBuy, but my dad, a loyal HP employee, convinced me to buy from the store and I cannot say I would ever recommend it again. At BestBuy or any other retailer, especially during the pandemic AND the holidays, there are no restocking fees - especially when exchanging for a more expensive laptop!


I was then told after my purchase and review of my purchase agreement that the laptop I ordered is not returnable even though I already have the return label. I would like to complete the exchange and upgrade to a smaller, more powerful laptop but despite the call extension for "exchanges" this seems like an impossible feat. I have been waiting for HP to call me back for 3 days - they leave no call back number!


This is my 9th call and 4th hour trying to work with customer service not to mention chains of emails. Happy to provide a timeline of my failed attempts to resolve my open order request.


Can someone here please help me complete my exchange for the HP Envy 13t or should I convert to Dell or Lenovo forever? 






A very disgruntled, likely no longer loyal, HP customer

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Welcome to the HP Support Community. 


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I am an HP Employee

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