Complaints

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

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• 

  Visions Electronics Ltd.( HO)

  6009 1A St SW Calgary, AB T2H 0G5

• 

  Visions Electronics Ltd.( HO)

  Bay 60, 3915 - 51 Street SW Calgary, AB T3E 0B8

• 

  Visions Electronics Ltd.( HO)

  2119 50 Avenue Red Deer, AB T4R 1Z4

• 

  Visions Electronics Ltd.( HO)

  11706 99 Avenue Grande Prairie, AB T8W 0C7

• 

  Visions Electronics Ltd.( HO)

  13723 42 Street NW Edmonton, AB T5Y 3E1

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:06/04/2023

  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 bought a *****tv online at their site for ******** and it was an instore pickup.It was a new TV and as on new tv there are few stickers such as protective films so generally people dont remove it as soon as they open it so did I but sticker was looking off from the beginning and after almost a week when I removed the sticker and I see that there is a damage and I am sure that the damage is not caused by me because the sticker was looking unusual from before and when I contact business and then they are not ready to help me. My order number is *********

  Business Response

  Date: 13/04/2023

  The business responded to this complaint but asked that its response was not published. 

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  As we discussed on the phone. I was not made aware about the 24 hour policy.It is not mentioned anywhere on the invoice or order confirmation and when I contact the store manager after all this happened that why didnt you tell me about it and he says its obvious that there is a 24 hour policy.

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

  FAILURE TO DISCLOSE THE POLICY

  On the phone with the rep she told me that on the email it is written about the policy and when I proved her it isnt then she asks for another thing.Whatever they ask and you give it to them they ask for another proof/thing. **** *** **** ******* * ****** ** **** *** ***** ***

  *** ***** ****** ** * ******* *** ****** ******** **** ** *** ***** **** ** *** **** *** ***** ***** **** * ********** 
  Sincerely,
  
  ***********************

  Business Response

  Date: 14/04/2023

  The business responded to this complaint but asked that its response was not published. 
  

• Initial Complaint

  Date:16/02/2023

  Type:Delivery 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 television from Visions website for my new **************** Feb and was told that the delivery will happen within 2-3 days. On 9th, the carrier (*********) came once but left without delivering the product saying missing a buzz code. I provided the code through email and were kept waiting till 16th Feb, without being given any information. I called visions for several times but it seems that no follow up actions were taken. Since I wasn't provided with an exact delivery day, I have to wait at home every day, which is ridiculous and unacceptable. The ** is for my child to do online lessons and there is no way I can wait for so long. I decided to return the product but Visions agents said I can not start a return if the product is not arrived. Even if it arrives, to return it, I have to drive 67 km to a visions store or I need to pay the shipping fee to mail it to the online store, which also doesn't make sense. In this case, I want to get a full refund, or make sure the prodcut will arrive before 20th Feb, by the end of day.

  Business Response

  Date: 06/03/2023

  The business responded to this complaint but asked that its response was not published.

• Initial Complaint

  Date:03/02/2023

  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.

  Date of transaction: Jan 4, 2023 Amount Paid: $312.09 Product: Airpods Pro **************************** Order# *********** Visions Ticket# ************** Post Tracking# ****-************** *********** Ticket# *********** On 1/10/2023 I picked up my package from *********** (CP) office. Noticed on my package around 45mins-1hr after, so I brought it straight back to ** and they told me they can't take it back due to me signing for the package earlier. I drove straight to the nearest Visions store in ******* (***************************************************** ***) to show someone my suspicion. The store manager **** and some of their workers that day all helped analyze the re-sealed package. The Visions Store Manager, ****, ripped open my package and we all came to realize it was an older models empty airpods box.From there **** made it clear, there was nothing he could do from store level and that I would have to open a claim online. After doing so, I followed up with Visions Cust Serv at ************** on 1/16/2023 at 4:19pm; spoke to someone that said they've initiated a claim with ** under Ticket# ***-***.I've followed up SEVERAL times with Visions Cust Serv and have not been able to get through since that first time. I called and emailed ** and they've helped open a ** Ticket# *********** but are unable to resolve the matter as "the sender needs to initiate further action" but Visions refuses to report the issue to CP. **** also gave me his Senior District Sales Managers contact, *********************, and **** basically advised me that there's not much that Visions can do. But clearly something isn't being done or initiated from Visions end as ** has been able to send me updates by email on my opened ticket.I just want my refund.

  Business Response

  Date: 15/02/2023

  Hello,

  This order shipped out from our main warehouse in ****************. They have no used or open box product at this warehouse as they don't accept returns of Apple products.

  If there was indeed tampering of the product, it would have been after the order had shipped out.

  I would follow up with *********** if you in fact believe anyone had opened the product before you received it.

  Regards,

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Not a single representative from Visions was able to simply tell me a claim was successfully sent over to ****** Posh regarding my tampered package. Not only that, Visions still refuses to take support the customer(me) by providing a refund. Obviously its been made clear that the tampering had happened within ************ And again as I stated, I didnt even open the package myself. **** the Store Manager from the ******* location ripped open my package for me when I brought the tampered package to them. Visions should at least issue a refund back to me as this has been on going for over a month.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:24/01/2023

  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 December 26th 2022 I bought a ****** R8 Radar Detector from Visions Electronics Online. It was $********* and was shipped via *********. It was sent out for delivery on December 28th and arrived on December 30th. When I picked up the parcel from a ********* drop off depot the ********* envelope was sealed and when I took the package ******************* the ****** R8 Box was sealed also. I removed the seal and opened the box to find that there was 3 used micofibre cloths, 5 pieces of broken tile, and the user manual for the ****** R8 located inside the box but no radar detector or accessories. I immediately contacted Visions Electronics customer support line as well as the ******* store where the ********* shipping label said it was shipped from. The customer support person created a ticket for this, and the manager at the store in ******* took my information. After this i did not hear from anyone about the issue until I called the customer support line for the 5th time and a representative said it was not their problem and to address the issue with *********. I did this, but ********* said that their investigation has lead them to believe that it was the fault of Visions Electronics. I have called visions approximately 20 times with no result as i stay on hold and eventually the line disconnects. With the box being sealed upon delivery ********* suspects that a customer likely bought it from the store and returned it after adding a new seal. Order Number: ********* Original Visions Ticket Number: ****** Second Visions Ticket Number: ****** ********* Case Number: CS-******** ********* PIN Number: ************

  Business Response

  Date: 24/01/2023

  The business responded to this complaint but asked that its response was not published.

  Customer Answer

  Date: 25/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It does not address the actual issue at hand and probably will result in another response of deflecting responsibility of being at fault. 

  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:17/01/2023

  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.

  On December 29, 2022, I purchased a ****************** (model # *********) from Visions Electronics online store, visions.ca, with order # ********* (invoice attached). On the same day, I made an online request to Visions Electronics to price match my purchased television with **** *** ******** online store (*******.ca) with ticket # ****** and by following instructions at ********************************************************************************** Electronics replaced the television model without my consent, charged my credit card, emailed me a pick-up notice and denied my price match request.The replacement and the denial made no sense to me as the replacement was not approved by the purchaser (me) and the purchased model (*********) remains available for purchase at visions.ca at all time.I have communicated to the customer service via email at *********************************** multiple times, requested to escalate the issue to a manager, but found no co-operation. A copy of the entire communication is ******** for reference and perusal. I also tried to reach via telephone at **************, multiple times, waited 20 minutes before disconnection of the call from Vision's side. I shall appreciate your assistance in exercising my rights. In this regard, please note that I was referred to you by Consumer Protections ******* as they are unable to assist me to get the product as per the agreement. Thank you.

  Business Response

  Date: 24/01/2023

  The business responded to this complaint but asked that its response was not published

  Customer Answer

  Date: 26/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As I mentioned in my complaint that the same model television is available for purchase in Visions website (********************************************************************************************************************************************) at all times, I would like to reiterate that the exact same television was AVAILABLE FOR PURCHASE at the time of my purchase, was AVAILABLE FOR PURCHASE at the time of my complaint to your office and is AVAILABLE FOR PURCHASE now. Therefore, the out-of-stock claim by Visions is simply fake/lie.
  
  It does not make any sense to me that Visions charged my credit card $1249.00, instantly, for an item that was "not in stock" and kept the money for an extensive period, despite I clearly informed their agent that "I will not receive any TV other than the model that I ordered" on Dec 30, 2022, and never received any commitment or product from them.
  
  Replacing ********* with *********, without my consent, is not an upgrade, rather downgrade and an attempt to clear-out their unsold products at high prices. In this regard, please note that  ********* is NOT a popular TV and not sold by any major retailer(s) like ******** ******* etc.
  
  I would like the product as per our initial agreement *** ************* *** *** *** ******* *** ****** **** *********.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2023

  The business responded to this complaint but asked that its response was not published

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair 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 on Dec 24th. Brought it home and opened and opened it for set up. The screen had a preexisting crack. I find out it is their company policy to inspect all outgoing sold TVs to new buyers. This TV was never inspected. I had to purchase a new TV which we checked before leaving the store. I would like a refund for the damaged TV.

• Initial Complaint

  Date:18/11/2022

  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.

  I purchased a 70 inch ** from the store. They loaded it into my truck bed. I took it home. Unboxed it and it was cracked. I then went back to store they exchanged it brought one from out back unboxed it plugged it in, it was in working condition. They then refused to give me a box to take the ** saying they need it to return the broken one. They loaded it into the truck and once I got home it was broken again. I have now been trying to contact the manager of the store for 2 weeks ( managers name is sukk) and I have gotten no where. They continue to tell me there waiting for some warehouse person to get back to them and they will contact me. No one calls me back and when I call I'm put on hold for 20 minutes and get no information. At this point I do not want to deal with this company any more they lack all customer service skills and I would like to return this ** to them for my money and I will take my buinsess else where

• Initial Complaint

  Date:07/11/2022

  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 from visions electronics (DJI Mini 3 Pro Drone Flycam with Standard Remote Control ) with order number ********* on Sat, Jul 30, 12:08 PM and received the package on Wed. Aug. 3, 2022 , 3:00PM.I was not happy with the product and had issues with it so I initiated a return via email on Wed, Aug 3, 4:43 PM. After 4-5 calls I finally got through to management to have them send me a return label on Tue, Aug 23, 1:18 PM. Yes, it took them 20 days and 4-5 calls for them to start the return process for me... Fine whatever, I then sent the package out via the prepaid label they gave me on Aug 23rd and was received by them on August 27th. See Canada post tracking: ****************.I call them and they said they confirmed receipt but that can take up to 5 weeks to process the refund. Well, now it's November 7th and they still have not issued my refund. I cannot get through to them via email or phone and no resolution. Incredibly unprofessional and this whole process has been chasing them down. Terrible service. Give me my refund. They are withholding my $1,110.51.

• Initial Complaint

  Date:31/10/2022

  Type:Service or Repair 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 March 3, 2021 I bought a TV receiver for $750 with additional warranty for $89.99. Recently the unit started acting ************** out as well as volume issues. When I bought unit the sales person, *****************, told me that no matter the problem the warranty would look after everything flawlessly. That is not the case Im finding. After calling the store I was referred to a repair company that told me Id have to unhook everything and bring the unit it for repair and leave it for 3-4 weeks. I called the store back and asked about the flawless warranty and was told that there is nothing they could do to speed things up. They suggested that I could watch TV without this and would have to hook things up differently. When I explained that I dont have the expertise to do that as Id paid $130 for them to hook everything up they said that nothing more could be done and said if I wanted they would refund the warranty into a store credit. I again explained that Im a shut in and this system is my main source of entertainment and again told that there was nothing they could do. When I suggested they send someone to unhook unit and make TV viewable I was told that thats not how things work.This company missed a chance to live up to their promises

  Business Response

  Date: 04/11/2022

   The business responded to this complaint but asked that its response was not published.

  Customer Answer

  Date: 04/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: because I paid a large amount to have unit inspected why cant someone come out and make my system work without the *** I was told in the phone this is possible but Im not a technician. Im a shut in and the **  is my only source of entertainment. Ill gladly drop off the unit wherever but need my entertainment. A store credit does me no good. I bought the warranty on advise of ********** who assured me any issues would be looked after. You need to live up to what he said. Ive bought numerous items at your establishment over the past number of years and this is the first time Ive been treated in such a negative way. 
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:31/10/2022

  Type:Service or Repair 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.

  Purchased tv on March 3, 2021 for $475.00. Came with a 2 year warranty. After a year and a half, no more picture. Sound was ok but no video. They would not honour their warranty because I unsubscribed to their frequent email flyers which they said voided my warranty. I was not aware of this nor was this communicated to me at the till or on my receipt or anywhere in their documents. How can they get away with this ****????