Complaints

This profile includes complaints for Best Buy Canada Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  B 10232 E Whalley Ring Rd Surrey, BC V3T 4H2

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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:30/07/2024

  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.

  Recently I have noticed that all my orders are being auto canceled for the above reason: "has been cancelled because our system detected a possible security verification issue.I have verified with my bank and they have said every hold, authorization and charge from BestBuy has been approved.To further guarantee that this is not a billing issue the order number ********** on July 17, 2024 was ordered, dispatched and delivered with no issue.Subsequent orders ********** and ********** placed on July 17, *************************************************************************************************************************************************************************** my Bestbuy account.I then called customer service who realized that this must have been a one off error and told me to create an additional order ********** on July 19, 2024. They also escalated the issue to a more senior team with case number 2161 6675. This new order was also canceled so I called back on July 22, 2024 and this time they would escalate again with case number 2163 8628. They told me to wait three days for a reply from the relevant department but no one reached out.After three days I called back on July 26, 2023 and they suggested placing the order ********** again, and again it was still cancelled with the same issue. However during the call they said that the issue was escalated to a supposedly higher department that should have cleared the order and fixed the issue.After some research within the Bestbuy community forums it appears I have been placed on some automated blacklist due to being a suspected reseller/fraudster by a system that very few people in the front line customer service understand or are aware of. I am a legitimate customer which you can be verified by my long customer order history with no record of any issues on my part. Ultimately I want this block removed from my account.

  Business Response

  Date: 31/07/2024

  We sincerely apologize that your orders were canceled. It appears there may have been an error in our system that flagged your account mistakenly. Please accept our deepest apologies on behalf of the entire Best Buy team.
  
  I have ensured that your account has been unlocked, and you should be able to place your order again at your convenience.
  
  We appreciate your understanding and hope that your experience with us will be smooth and without further issues from now on.
  
  If you have any questions or need further assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 05/08/2024

   
  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.

  Thank you for assisting me in resolving this issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:30/07/2024

  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've been trying to order a **** A7IV online for the past couple days, Bestbuy website said 1 left at Cambie store so I placed my order only to receive an email saying my order got cancelled. After my order got cancelled the camera became available again the next day, all my 3 orders got cancelled and it's frustrating as I'm a photographer and I need this camera for an upcoming photoshoot. If the camera is not in stock why it keeps showing up and I was able to place my order, very misleading and wasted a lot of my time.

  Business Response

  Date: 31/07/2024

  We sincerely apologize for the inconvenience youve experienced with purchasing the **** Alpha 7 IV Full Frame. It appears that your orders were canceled during processing, meaning that another order was processed before yours. This can result in a delay between your purchase and what is reflected on the website, especially when multiple purchases are made at the same store. Please note that our Cambie store is one of the busiest locations for camera equipment.
  
  Unfortunately, we do not have the camera in stock at the moment, as of the time of this response, and cannot offer you an alternative. We recommend keeping an eye on future availability, as this particular product has been in high demand.
  
  Since your purchase was never charged due to the canceled orders, we must deny this complaint at this time.
  
  Thank you for your understanding.

  Customer Answer

  Date: 01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't satisfactory to me but there's nothing else they can do and I've decided to shop elsewhere.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:26/07/2024

  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.

  July 06, 2024: Purchased online **************** 365 from Best Buy - Delivery date Jul 06.Same day, chatted online with *******. After finding order, she said it will arrive as promised. It did not.July 07: Called, talked to another ******* about missing order. She did not know what happened. Suggested waiting. I said my subscription was expiring July 07 and could not wait. She did not give a delivery date. I asked if order could be cancelled. She said: Yes, and cancelled it (Case # ********). I bought software at Staples Jul 07.July 11, 2024: No refund - Called, asked (****) for the refund and said Best Buy failed to deliver on time. So, I cancelled it. He said online digital downloads are non-refundable, there was no record of cancellation and added, vendor doesn't know if you downloaded the software. I reply: Order was not received. I can't download what I don't have. I already have a copy. His reply: There is nothing I can do. You should have read the refund policy. I said: No one mentioned the refund policy before, even the person who cancelled the order. **** promised to investigate (Case # ********) see email attached.July 15: Received email from Codes2Go with order. Sent a reply - no address found. I called, spoke to ***** and let her know I have not download anything. She replied online digital downloads are non-refundable and could not do anything. I told her Best Buy failed to deliver order on time. I should not be penalized for their mistakes. I should have been informed about the policy. She replied: you should have and said found my email was misspelled - reason for not receiving any communication. My reply: Why such a mistake? l give my email at every call, no one says anything. I need my refund. I am a senior and cannot afford to lose $90. She will report the problem. Week Jul 22nd: Called again - the same answer: A man also said online digital downloads are non-refundable, insisted I should have read the return policy and do it next time.

  Business Response

  Date: 29/07/2024

  Dear Valuable Customer,

  We sincerely apologize for the inconvenience that you had incurred regarding your refund request. Please note that we take our customer complaints seriously, and we will investigate this matter promptly. Someone from our customer service team will soon be in touch with you to quell your predicament. Therefore, kindly respond to the email that you will receive from our customer service agent, who will provide you with a resolution. 

  Regards,
  
  Customer Service Team
  **********************
  
  

  Customer Answer

  Date: 03/08/2024

   
  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.

  I would like to express my sincere thanks for your time and help in finding a solution to my complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:25/07/2024

  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 just purchased an air conditioner from Best Buy online. I am happy with the product and of course the pricing, however, the website is very misleading. If you refer to the screen shots I have provided, at no time was it mentioned while purchasing (prior to checkout or at checkout) that there was an additional fee for the Geek Squad to come and help with the initial installation. The only mention of pricing is for additional warranty, which I opted out of. I called today to get an appointment set up for the Geek Squad to come and assist with the installation and I was informed that there would be a $150.00 fee. Now, I am not saying that a company cannot charge additional fees for services, however, I'm nearly positive you should be required to include that information when purchasing any items. I cannot see anywhere on the screenshots that I have included that this is even mentioned. I also clicked the link by the warranty and all it shows you is the same information. I really don't appreciate being mislead and companies continually lining their pockets because of misleading or missing information. Thanks in advance for your assistance with this matter.

  Business Response

  Date: 26/07/2024

  Hi ******,
  

  We are reaching out to follow up on your case with us involving the online purchase experience surrounding your Air Conditioner.
  

  
  Thank you so much for your business and recent purchase.
  
  We thank you for informing us of the situation and the potential confusion surrounding the service purchasing experience, we will work to improve the process moving forward.
  
  We would like to offer you a $100 electronic gift card as compensation, please confirm that ************************** is the correct email and we can have it sent to you as soon as possible.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 02/08/2024

   
  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:25/07/2024

  Type:Billing 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.

  We purchased a washing machine online at best buy.ca. It clearly listed free deliver however after the purchase which was around $1400 we realized we were charged for delivery. We emailed their customer service stating this but they said this item was not included for free deliver, even though the listing clearly stated it and we have screen shots to show this.

  Business Response

  Date: 26/07/2024

  Dear Valuable Customer,

  We are sorry to hear your concerns about your recent purchase with us. Please note that we have assigned your case to our customer service team, and one of our agents will be reaching out to you to resolve this issue. Kindly respond to our associate email, as they will be more than happy to assist you. 

  Regards,

  Customer Care Team
  **********************
  
  

  Customer Answer

  Date: 02/08/2024

   
  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:23/07/2024

  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 a Frigidair stand up freezer(Model-FFUE2022AV; serial # ********** on April 24/2024 at ******************** ******************. it was delivered to my home on May 2/2024. On June 14/2024, it stopped working. I opened the freezer on that morning and everything was starting to thaw, the freezer was not cold at all when I opened the door. (I lost about $200+ worth of food due to thawing). I called Best Buy and they told me that because it was not within 30 days of the purchase, I had to reach out to the manufacturer. I could not understand the person on the phone with customer service so went into ******************** to ask for help. A sales associate there called the customer service and spoke to someone and they sent out a repair man who came to the house on June 20/2024. He said there was a part not working and he would order it in. A week later, he came back with the part and replaced it on the freezer. It was plugged back in and after a few hours the freezer did not get cold at all, it was not fixed. After several trips back to Best Buy and calls to Frigidair customer service, to this date the freezer is still not working. I wanted to return it and get my money back but Best Buy said that was not an option unless ********* approved this. I have been over a month now with a non-working freezer that was only 6 weeks old when it broke down. Can someone please help me with this. You can email my daughter ****, ********************* or call me directly at ************.Thank you,*******************

  Business Response

  Date: 24/07/2024

  Hi ****/******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Unfortunately, as your order is past the 30 day return/exchange policy period, we are unable to assist with a return or exchange at this point. From what I understand in your complaint, it sounds like you were advised to reach out to the manufacturer for further support. In order for us to process an exchange, the manufacturer will need to provide us with a return authorization number. The manufacturer will most likely need to send a technician out for an assessment before they determine whether or not a return authorization can be provided.
  
  I do ask that you reach out to the manufacturer as we are unable to assist at this point without the return authorization. If you have already reached out to the manufacturer but they are not responding to you from their end, please let me know your case/claim/reference number and I can reach out to them from our end to see what the hold up is. 
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 24/07/2024

   
  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:22/07/2024

  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.

  After speaking with a representative at best buy, I was made aware, and sent an email, that they would make an exception for a return over their return time frame. I left my laptop with Best Buy over 17 days ago expecting an immediate refund. After purchasing a new product for double the cost, they made me aware that there was a process behind the refund on the credit providers end, and that would be just a couple of days. A couple of days went by, and I heard nothing from them. I spoke with the credit provider and they made me aware that there were absolutely no holds on their end. After speaking to the store manager again, I was only then made aware that they had to "open a ticket." He told me that as it was through financing, there was nothing they can do and that it's on the back end and there is nobody that I can contact to help me. After speaking with the in-store manager, the credit provider, and Best Buy over the phone customer service, I was hearing conflicting information from all of the above. I have now been in the contact with the store every couple of days trying to get an answer. They either don't answer the phone, or give me the same answer, that is out of their hands and that they have nothing to do with it anymore and it's all being done on the "back end," but have no contact for this "back end" department. In the midst of all this, I received an email from their online customer service telling me that the only way I could return this item is if I bought the new purchase on the same credit provider, despite being told in store that I could buy it on the spot on my credit card. Since making the online team aware of this, they have essentially ghosted me and provide a little to no information about when I should expect my refund of $1,500. I am now out that amount of money, they have my returned product, and will not put me in touch with anybody whose hands this is supposedly in. I need help.

  Business Response

  Date: 23/07/2024

  Hi *****,
  
  Thank you for your response!
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  From what I can see, it does appear that our Best Buy Store in ******* has issued the refund back to your original method of payment on July 20, 2024. It may take 3-5 business days for this to be reflected on your account.
  
  I do want to offer you our sincerest apologies for the delay, and if there is anything further I can assist you with, please feel free to let me know.
  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:22/07/2024

  Type:Delivery 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.

  On July 7, I went to the best buy store on ************* to buy an intelligent watch. The model that I wanted was not in store but the sales person convinced me to order it through him and have it delivered at my place for $644.54, which I did. From date of purchase until today I have not received anything. When I check using the tracking number on receipt the item in showing in progress with no further details. I went to the store 3 times and was able to meet the store manager *********************************. He told me that ***** has picked up the item from their warehouse but there are no tracking number and the item is probably lost. Until ***** files a lost item he cannot reimburse me. Meanwhile it's been 15 days, I don't have the watch or my money and $644 is a huge amount for me. The manager should come up with the initiative to reimburse my money. I am not responsible for their procedural disorder. On Sunday the salesperson told me you would get it in 3 days and now it's been 21 days. This is unacceptable. In the very unlikely event that ***** delivers to me after being reimbursed I will simply take it back. The manager offers to give me some discount if I buy another watch from the store when I get my money back. The benefit of the doubt for giving me my money back while they sort this up would be more appreciated than any form of discount. I hope you can convince them to give me my money back

  Business Response

  Date: 22/07/2024

  Hi ******,
  
  Please allow me to offer you our sincerest apologies.
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau for an order that has yet to be shipped.
  
  We have reviewed your order and it appears that there may be some issues with it as it looks to be stuck and not shippable. As such., we have cancelled this order from our end and we have informed the store to reach out to you regarding a full refund. Please allow our store 3-5 business days to be in contact.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 22017879
  
  I am rejecting this response because:

  It has been 6 business days excluding one weekend so a total of 8 days. I have not received any information or any phone calls from the business. What's going on?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2024

  Hi ******,
  
  Please allow me to offer you our sincerest apologies for any inconveniences.
  
  As this is a store order, we are unable to process refunds on these orders. I have followed up again with the store and urgently advised them to contact you for the refund. I will provide you with another update once the refund has been completed.
  
  Please let me know if you have any questions or concerns in the mean time.
  
  Thank,
  
  The Best Buy Team

  Customer Answer

  Date: 06/08/2024

   
  Better Business Bureau:
  
  I walked into the store on Saturday August 3rd and was refunded in full. Thank you Bbb for making this possible
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:19/07/2024

  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.

  Hi. I purchased a $2500 gaming computer on best buy website.Two days later they sent me wrong item (an item of much less value) Upon contacting them about it they made me drive into town to a print shop so I could print out a return slip. I had to pay for the print and the gas. ********* then arrives at 6pm to pick up the package. The next week Purolator give me the wrong item again. Now I am stuck with the wrong item. Best buy refuses to believe me and claims that ********* has the package still.Therefore best buy will not give me my $2500 back or send me the gaming PC that I paid for. So best buy has a combined $5000 in its pocket from this ordeal.I only have some crappy desktop monitor that they sent me twice. I have been contacting they're customer service team for two weeks over it and at this point they're starting to feel hostile as soon as I tell them my order number. Like it's been flagged on they're system or something. They're stonewalling me.Please help me retrieve my $2500. It's a lot of money to me and not a lot to best buy. It's really not fair what they have made a customer do to try and get him money back. I don't know what to do. This is really distressing me

  Business Response

  Date: 19/07/2024

  Hi ***,
  
  We're sorry to hear that the return delivery did not result in the unit returning to us for a refund.
  
  From what we can see on our end it appears that the unit was fully refunded at our ******* location for the full $2,464.78 today, July 19th 2024.
  
  We're happy to hear that they were able to take care of you.
  
  We would like to offer you some additional compensation for the situation in the form of a $200 electronic gift card.
  
  Please confirm that ********************** is the correct email and we can have it sent to you as soon as possible.
  
  Thank you once again for your patience and your business,
  
  The Best Buy Team

• Initial Complaint

  Date:19/07/2024

  Type:Delivery 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 placed an order with best buy and it said they would deliver it the next day. it was shipped the next day but wasn't delivered due to some delay.I waited for a few days before I followed and ***** is courier that they used. So I called ***** and they said it wasnt delivered because I used a PO Box No. At no point during check out did the website say it wont delver to PO Boxes. Best Buy website even says it delivered to PO Boxes. Now here's the kicker, I cant change the address through ****** I have to call best buy and request the change and then they will inform *****. I did that twice. The first address change was rejected by Best Buy for god knows what reason and the second one was accepted after 48 hours, and even so I still dont know if ***** has this information because as of 5 mins ago they havent gotten ANY requests from Best Buy. This is absolutely ridicioulous, that I have to follow up with Best Buy and ***** numerous times only to find out that nothing has been done. I still have no answer as when I get my package because according to Best Buy, they did their job and according to ***** they havent received anything. All this while, I will happily go pick up the order in which ever ***** location its at. But I cant do that either. Oh and I cant cancel this order either because its with *****. Every person I talk to is just spewing the information on the screen and not doing anything because if they did, this would have been fixed last week.

  Business Response

  Date: 19/07/2024

  Hi ********,
  

  Thank you for your response!
  
  We have received your complaint made to the Better Business Bureau regarding the delivery of your order.
  
  Based on the latest shipping updates, your package has been delivered to a ***** shipping center (***** Ship Centre, ****************) and is available for you to pickup as of today July 19, 2024. If you no longer wish to receive this unit, the shipping center will ship this unit back to us if unclaimed after 5-7 business days, or you can pick it up and return the unit at any of our retail locations.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 19/07/2024

   
  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,
  
  *****************************