For convenience sake, I suggest first unhiding your user library instead of having to use GO and Option. Enter the following from terminal:
Code:
chflags nohidden ~/Library/
Which version of Office are you running? The procedure and location of the normal template is the same for 2008 as it is for 2011. I don't know if it's the same for earlier versions.
Once you've done that make sure you have no open Office applications or documents. Follow the procedure above again to see if you get a new "normal.dotm". Verify that it is a new template and not the old one.
One other thing came to mind.... Click on the top menu item "Tools", then click on the menu item "Templates and Add-Ins". Check to see if you have anything else listed here other than "normal.dotm". If you have any add ins or other templates listed, temporarily remove them and restart Word.
If the above suggestions do not work, I don't know off hand of anything else that might cause the toolbars to be locked. You may be faced with a reinstall to solve the problem.