Business Profile

Home Electronics

Visions Electronics Ltd.( HO)

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Visions Electronics Ltd.( HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

106 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/12/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I made an online transaction to purchase a TV, sound system and camera case from visions electronics on November **, 2023. The order number is *********. I have received the sound system and the camera case, but not the *** I have tried to contact the company twice. I did receive a couple of ticket numbers. First contact attempt was on Nov ** and I was given a ticket number - ******. And I tried again on Dec * with the ticket number - ******. I tried to contact a second time in part to them sending me an email to rate my transaction, which I found strange, since I havent received my transaction in its entirety. I havent been able to find any other way of contacting them except for putting in these tickets. I could not find an email or a phone number.
Business Response
Date: 04/01/2024
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 05/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:11/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction Date: Nov **, 2023 Purchase cost: $******** Purchase details: Online Purchase through visions.ca (shipping included)Item: ** **** *** ** *** ** ******** ****** ********************)Order number: ********* Tracking number: ********** (dayross.com)Nature of issue:Tv was purchased online on November ****, 2023 * *****PM. Sent cancellation request via ticket on website on November ****, 2023 @ ****PM. No other available means to contact vendor (ie telephone number, or live chat). No response received. Notification item had been dispatched on Wed, Nov *** *****PM by Visions email. Another ticket sent on website on November ****, 2023 @ ******M requesting to cancel order. No response received. Contacted shipping company to cancel the order. They verified item was be returned to vendor. Item returned to vendor (as per tracking) on December ***, 2023 ***** First response by Visions on Dec ** 2023, ******p.m incorrectly informing that the item is still on the way to me. Clarified with shipping company that item is no longer enroute to me. Requested Visions to look into this.Next and last response by visions December ***, 2023 stating that once they receive the item they will look into refund.My concern is that I did my best effort to promptly cancel this order and the item was still shipped. I also took the step to inform the shipping company (on behalf of Visions) that I was cancelling to order and they took action to have item returned to sender. However it appears that the first response to my cancellation was on December ***, 2023 , ** hours after my request to cancel which is an unreasonable response time. Most online vendors allow immediate cancellations via built-in functionality, where as Visions required a submission of a web-ticket. The item also has been returned, yet, Visions has not issued a refund. Based on their mis-informed response, I believe I am getting the run around and hoping to have somebody advocate in my corner.
Business Response
Date: 02/01/2024
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 02/01/2024

Complaint: ********

I am rejecting this response because:
Whilst I understand your policy.

The mechanism to cancel the order is and remains suboptimal.
Your company lacks ability for customers to call directly and or electronically cancel the order.
The order could've been cancelled earlier and the shipping halted.
logistically, had I not contacted the courier directly. The item would've shipped directly to my house as your company was unreachable to take action on this?
Your own employe acknowledged that they were late to respond. (See prev attached email)
I see a partial refund was issued, however, I feel a full refund is warranted (including said shipping costs) as this whole process could've been rectified sooner.

Sincerely,

*************************
Initial Complaint
Date:04/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep frustration and dissatisfaction regarding a recent purchase I made at Visions Electronics in **********. On September **, 2023, I acquired a speed radar detector, Order**********, only to discover that the electronic components were defective.Within the stipulated **-day return period, I promptly returned to the store seeking assistance from your staff. Unfortunately, my experience was deeply disappointing, as I was redirected to contact the manufacturer directly, and the staff were unhelpful and inattentive to my concerns.. Following their guidance, I reached out to the manufacturer via email, detailing the issues with the product.To my dismay, the manufacturer's response advised me to return the item to the store from which I made the purchase. I followed their instructions and contacted your customer support via email, hoping to find a resolution. Regrettably, the communication has been unhelpful, and I find myself caught in a cycle of unproductive exchanges.Despite presenting clear evidence of my purchase, including the receipt, I have been informed that I am now beyond the return time frame by. Furthermore, I have encountered numerous excuses preventing the acceptance of the return, which is both perplexing and frustrating. This is particularly disheartening as I diligently adhered to your return policy by bringing the defective item back to the store within ** days of purchase.Exhausting all reasonable avenues for resolution, I am left with no choice but to escalate the matter. In frustration, I filed a dispute with my credit card company, as the support I expected from your store has been sorely lacking.I am deeply disappointed by the complications surrounding what should have been a straightforward process. As a loyal customer, I anticipated a more efficient and supportive response to a legitimate concern. Unfortunately, the advertised customer satisfaction guarantee and warranty promotions appear to be empty promises.
Business Response
Date: 06/12/2023
The business responded to this complaint but asked that its response was not published
Initial Complaint
Date:16/10/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September ***, 2023, I placed an order for a ** through Vision Electronics' online platform. Due to a change in circumstances, I proceeded to cancel the order just an hour later on the same day. I used Vision Electronics' online help desk for the cancellation and received a confirmation under ticket number ******.Despite having completed all necessary steps for a timely cancellation, I was informed that the delivery company, *** Home Delivery, picked up the ** on September ***, 2023. To further prevent any issues, I even emailed *** Home Delivery as soon as I learned that the pickup was being scheduled, clearly stating that the order had been cancelled and should not be picked up.I have patiently waited for over a month to receive any sort of refund. I have called Vision Electronics on several occasions, and each time I was advised that they were "looking into the matter." Recently, when I call their customer service line, the call hangs up each time. I have even tried calling from a friend's phone and was able to get through; however, when I ask to speak to a manager, I am told that they are not in the building to take the call.Not only did Vision Electronics fail to cancel the order on time, but they are now offering only a partial refund rather than a full refund. This situation is unacceptable, given that I followed all guidelines and procedures for cancellation as provided by Vision Electronics.I have already reached out to Visions Electronics requesting a full refund, but I feel it is important to bring this matter to the attention of the Better Business Bureau to help resolve.I have attached all pertinent documentation, including the initial order confirmation, the cancellation ticket, and the email communication with *** Home Delivery, for your review.I kindly request your assistance in investigating this issue and urging Vision Electronics to process a full refund as quickly as possible, as well as to address their poor customer service.
Business Response
Date: 19/10/2023
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 23/10/2023

Complaint: ********

I am rejecting this response because:
In response to the recently received response from Visions Electronics concerning my complaint (Ticket No. ******), I would like to clarify specific points to ensure a fair and comprehensive resolution.
I have attached two letters that outline details of this transactions.

Thank you for your time and attention to this matter. I look forward to your response.

Sincerely,

*********************
Initial Complaint
Date:04/10/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a car audio installation equipment. It is meant to be a plug and play. So plug it in and it should work. They told me it is a final sale meaning no refund once I open the package because I didnt pay them to install it. This would be ok if I was sold what was expected. Upon opening the package and reading the instructions, then its states another piece would need to be purchased separately. This piece is the most important piece to make it work. It is not a plug and play. I called the store and spoke with the tech who sold it he provided no assistance or reassurance. Kept saying he doesnt know and quickly rushed me off the phone. I called head office in Calgary. They told me they would email the store manager to contact me with a solution. They have not done so. Now Im out over $*** for a product that was falsely advertised
Business Response
Date: 18/10/2023
The business responded to this complaint but requested that their response not be published
Customer Answer
Date: 19/10/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:30/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This store offers the current deals ** Day Lowest Price Guarantee **% Price Beat Guarantee when i try to price match them, they denied me and then lowered their price the same day this place is shady and doesn't care to honour their policies or care for their customers also can never get a manager on the line to take care of this problem for me, i have been calling them for a week straight without any luck manager is always busy or away was promised callbacks every time and never got one
Customer Answer
Date: 30/08/2023
So whats going to happen with this ?
Business Response
Date: 22/09/2023
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 22/09/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

******

your customer service rudely declined to price match me before my purchase
so if you guys wanna be rude about it and not ***** it to customers
they maybe its time to stop advertising it
Initial Complaint
Date:30/08/2023
Type:Customer Service Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At **** pm. Aug. ****. 2023 I called your store to purchase a ** **************** that you have on sale for ****** and the salesman I spoke to checked stock and told me you had one left in stock. As a senior citizen with mobility issues I asked if your staff could install the ** and how soon could I have it done. He informed me that it could be installed on Thursday. I asked him if it could be installed soon as being disabled I spend a great deal of time watching **. He then became arrogant and said what you want the installers to work on their day off . I did not care for his ******** attitude so asked for his name he refused to give it to me and then proceeded to use profanity finally telling me to f*** off and hung up on me. This made me upset as I have never received such treatment while attempti0ng to spend over $******* . I have purchased from more than one flat screen **s Visions , however if you do not want my business I am sure your competition will gladly accept my purchases. I will be forwarding this to Visions *********** attn, ***********************. Should you wish to discuss this issue Please call me at ************.*******************
Business Response
Date: 22/09/2023
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 23/09/2023

Complaint: ********

I am rejecting this response because:
The ********* Store Manager refused to return my numerous calls to the store and at this point I suspect he was the one who ***** at me and then hung up . Why else would he refused to come to the phone or return my calls. I would think if it was a salesman who treated a return customer this way he would want to address the issue. I really doubt I will be called by the ********* store Manager. This is why I contacted the Head Office to voice my concerns , they did not return my call(s) . That is why I contacted the BBB, who received a reply.
Sincerely,

*******************
Initial Complaint
Date:19/07/2023
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a tv took it home and the screen was broken. The TV cost **** and I didn't even get to watch it once called visons and they said there is nothing they can do . Ended up going to ******* the same day and bought the same TV. I have spent over ** * at visons over the years can't believe they treat customers like that anyway never again will I spend my money there
Initial Complaint
Date:05/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased subwoofer model KEFR400 on *** *, 2020 from Visions Electronics. I also got 2 year extended warranty. On ***** **** 2023 I reported distorted sound from the sub to Visions. I did send them photos of the product which had no physical damage, just cracking/popping sound. I was asked to bring the sub to the local store in *********** and was told it will be fixed or they will provide equivalent replacement. 2 weeks after I was informed by the store manager (***** ) that the service department told them the sub can be fixed and the cause for the issue is the physical damage as well as the amplifier. I was surprised as how is that possible because the sub had 0 outside damage when I left it. After 2 months wait I called the store again to check on the status ( **** ****, 2023 ) and was told the sub is fixed. I picked it up the same day, it was in a used box all wrapped in protective foam. I went home and after taking in out of the box noticed visible damage on 3 corners of the sub. Photos of the sub before and after were provided to the store. I immediately called the store manager to report that. He acknowledged that the sub did not have the damage when I left it and told me he will investigate with the repair center. I also told him they did not give me the power cord back and I can't even test the sub if the original issue was fixed. After a week I got a call from **** ( General Manager ) and was told he is taking over this issue and asked for another week to provide a solution. He also apologized for the missing power cord and asked me to get a replacement at the local store which I did. I did test the sub and noticed the cracking sound was gone but the sound was off likely because of the damage caused by some sort of accidental drop. After a week and no call I followed up with ****, I was told he has no solution. It sounded like " it is what it is and there is nothing more we can do " . I have not heard from them since.
Business Response
Date: 13/07/2023
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 13/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************
Initial Complaint
Date:13/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a *** ********** from Visions on *********. It was delivered on the Friday before the *** **** ******** I signed as the box looked like it was in good condition. My son and I unpacked the box, attached the legs and the left side of the panel about 1/8th was black. Tried to call Visions customer service for the rest of the day Friday, no answer, closed Saturday, Sunday and Monday, so I sent an email.This was my first response:----------------------------------------------------------------------------------************** (Visions Electronics) May **, 2***, ***** ***. *** Hello, Thank you for your ticket, we are very sorry for the condition of your ** upon arrival. Please respond to this email with pictures of the following: All 6 sides of the box Serial number on the ** Serial number on the box All internal packaging The ** turned on Damages to the ** Once we have these photos we will proceed with either Replacing or refunding your order. Thank you, ************** Visions Electronics - Customer Service ------------------------------------------------------------------------------------------------I was relieved, I sent that photos and expected notification of a refund or replacement as stated by your employee ********* Instead I was told that I damaged the screen, I asked them to send out a technician to show me the damage, the would not do that. The 2nd Customer Service rep said the original response was done in error by a trainee employee, and then said it was meant for somebody else.I have pictures, videos and people willing to sign that they viewed the ** and there was no visible damage I also have a full transcript of the email messages.
Business Response
Date: 16/06/2023
The business responded to this complaint but asked that its response was not published
Customer Answer
Date: 17/06/2023

Complaint: ********

I am rejecting this response because: There is absolutely no visible damage on the screen of this **. I asked Visions to send a technician to my house to point out exactly where they say the see the damage and they refused!

Sincerely,

*******************

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Visions Electronics Ltd.( HO) is NOT a BBB Accredited Business.