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:19/07/2024

  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 appliances for my legal basement suite from Best Buy between Nov-Dec 2023, with delivery scheduled for Mar 30, 2024. Best Buy rescheduled to early April 2024, delivering the wrong itema gas stove instead of the electric one we ordered. A replacement was set for **** 2024.Due to these delays, the contractor continued work, and the basement received city approval by May 15. During the delivery and removal, walls and stairs were damaged. Additionally, a laundry center was moved from the main floor to the basement, causing further damage.After learning of the damage from my contractor, I contacted Best Buy with before and after photos seeking compensation. Best Buy denied the claim, stating the 6-foot high damage did not match the delivery.Upon my return, I reviewed the assessment for the following reasons:The damage, appearing after the correct item was delivered and the wrong item was removed, did not exist before delivery. Photos are reattached for reference.The 6-foot damage height ignores that two activities occurred: delivering the correct item and removing the wrong one. The laundry center move also contributed to the damage.The claim that the item was not in the final resting area does not consider the removal of the wrong item through the stairs.The basement was approved by the city on May 15. The damage happened post-approval, not before.Delivery delays from March 30 to **** 8 caused project delays and extra costs. ******** had to be dismantled and reassembled for the delivery and removal.I did not sign any document post-delivery; thus, the legal bind is invalid.I urge Best Buy to reconsider and reopen this matter. I have been a loyal customer since 2021 and had a positive experience previously. I look forward to your response by July 2024. I can be reached at *************** or ****************************** you.

  Business Response

  Date: 19/07/2024

  Hi ********,
  
  We have received your case in regard to a complaint made to the Better Business Bureau regarding your property damage claim.
  
  Based on what we can see, it looks like the carriers have sent you their decision letter regarding your claim in June 2024. The decision of the carriers indicate that that the claims were unfound as there were no note of damages on the paperwork nor was it brought up to the carriers at the time of delivery, and thus your request for compensation was denied. I have attached a copy of this decision letter to our response.
  
  If you would like to re-escalate this matter, I do ask that you reach out to the email in the decision letter provided by the carrier as this matter.  Our hands our tied and unfortunately, the decision lies completely with the carrier in this case.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 22/07/2024

   
  Complaint: 22010845
  
  I am rejecting this response because:

  The premise upon which the delivery company has rejected my claim does not suffice. They claimed that the stove range delivered could not have caused a damage up to 6 feet. I then pointed out that the removed another stove range from the basement to their truck and also delivered a laundry center tall enough to cause the 6 feet damage. Their narrative then changed to the fact that the laundry center delivered was not in final resting place and could have been moved by the construction workers or anyone. That's an assumption from the delivery company while my position is a factual statement of what happened during the delivery of the stove and laundry center. See attached email chain for reference. 

  I am hereby asking they reimburse me for additional costs charged by my contractor which I have incurred in repairing the damage they caused. 

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

  Business Response

  Date: 25/07/2024

  Hi ********,
  
  Thank you for your response!
  
  We have spoken with the carrier Metro in regards to your concerns, however, they have advised that their decision remains firm. They have advised that an investigation was completed and it was determined the units were moved and manipulated after the after the team left, and therefore they cannot hold the delivery team responsible for the damages.
  
  I do want to offer you our sincerest apologies for any inconveniences we may have caused, however, as Metro remains firm with the denial letter they sent, our hands our tied regrading this matter. I would recommend speaking reaching out to metro with your complaints and points to see if they are willing to reconsider their decision. 
  
  We will not be able to reimburse you for any additional costs incurred. 
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 26/07/2024

   
  Complaint: 22010845
  
  I am rejecting this response because it just doesnt make sense as I would be incurring additional costs in repair the damage 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:16/07/2024

  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.

  Ordered my package June 10, 2024, arrived in ********** warehouse in ******** June 14,2024.Purolator contacted me, can not deliver because Best Buy put my Box number on my package instead of my legal address. I contacted them 25 times, daily, keep getting told the address got changed, it never got changed. Package has been returned and I have no received my refund. I have been lied to 25 times telling me they are following it and making sure it gets delivered The email on my order is ***********************

  Business Response

  Date: 17/07/2024

  Hi ******.
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Based on what I can see, it looks like there was an issue with your delivery as a street address was required, however, the address change does not appear to be successful and thus the unit has been returned to sender. This entire process should not have taken so long as your order was purchased on June 14, 2024, and I truly do want to offer you my sincerest apologies for this.
  
  What I have done is I have issued a full refund back to your original method of payment. Please allow 3-5 business days for this to be reflected on your account.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:15/07/2024

  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.

  Best Buy Canada Purchased a Whirlpool fridge 2 years ago for $1595 I contacted Best Buy on May 6 due to a mechanical failure of my freezer. I also have an existing claim because the bin keeps cracking.Today is July 15, and my fridge is completely gone. I paid for the Best Buy protection plan. I've called almost every other day. It's been 2 months and this has not been resolved. I had to throw out my business food twice Last week, 2 requests were sent to the management. ******* advised ******** that due to the repair cost, I would be getting a replacement fridge. by July 9. That did not happen. I called July 11th to escalate and now today July 13.I was told due to the issue they opened a 2nd claim on June 20th. This means two claims were opened and I am required since the insurance is in place. For a credit for 2 claims being process for food spoilage I need urgent assistance. I called Geek Squad st least 20times. Spends over 30min each call with no luck The supervisors and managers needs to take some accountability in this.Currently on a call with best Buy geek squad again. We Confirmed they opened a new Claim on June 20th as my original claim... they do not know what happened.

  Business Response

  Date: 23/07/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau for your warranty claim on your fridge.
  
  As our Geek Squad Team does oversee all protection plan claim requests, I have reached out to them for more information as well as to advise on what the status of your claim is. Once I hear back from them, I will reach out to you again for any updates and next steps for you.
  
  I do ask for your patience in the mean time.
  
  If you have any questions or concerns, I would be happy to assist you with them.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 24/07/2024

   
  Complaint: 21984271
  
  I am rejecting this response because: i need to respond within 10 days or this claim is denied.  

  ad per Best Buy they are still investigating.

   

  I am waiting for my food spoilage reimbursement  2 claims opened in April 2024 and June 2024 that went unresolved. Leaving food being thrown out. I have no freezer and now fridge. 

   

  Attached are receipts I sent to Assurant for $378.75 !/ ****** $ 

  $142.74 for meats

   

   

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

   

   

  Customer Answer

  Date: 24/07/2024

  Hello

   

  I have lost a lot of food From end of APRIL up until last week. I'm storing my food at my neighbour's house. 

  Based on what was provided my 1st claim was never resolved therefore a 2nd claim was opened. I am looking for imbursment  for the 2 claims processes.

   

  Please let me know you require additional  receipts please thank you 

  Customer Answer

  Date: 31/07/2024

  Yes I was on hold and the line disconnected
  
  Yes please do.
  
  Just to summarize  again.
  
   
  I originally opened a request for my freezer end of April. I CALLED in May 6 and this  where all the issue started. GEEK SQAUS can 100% see that I case was opened. It got escalated by a manager by the name  ****** *** then again. To ******* in which a new ticket was open on June 20th.
  
  Both managers advised me that I would t be credited back for 2 claims.
  
  I am finally getting a new fridge on Aug 1. 3 months with out a freezer/ fridge
  
  Thank you 

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

  Business Response

  Date: 02/08/2024

  Hi ******,
  
  Thank you for your response!
  
  We will need further clarification from you as I am unsure what you mean when you state you should be credited for two claims.
  
  As previously mentioned, I have spoken with our Geek Squad Team and they have advised that the credit for was issued for a replacement fridge for you. We do not issue credits twice for the same claim on the same unit if that is what you are referring to. 
  
  I also see that you have linked us about food spoilage and if you are referring to this, please advise.  Has this already been submitted with our Geek Squad Team? And if not, I do ask that you do that first.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21984271
  Good day,

  This is link about the FOOD SPOLAGE only.  I was advised by management from Geek Squad, both ******* and ******.  The claim was opened in April 2024.  I called on May 6 and confirmed they received the issue regarding my freezer.  I called every other day for an update. It was not until June 20th when ******* called me, i was advised that they had to A SECOND CLIAM.  The reason why the first claim was not processed, that information would have to be provided by Geek Squad.  I lost so much food in 3 months.  Management told me because there are two claims that were opened, that i would be entitled to two food spoilage claims.  If the calls are recorded, i can assure you that ******* advised me of this. I own a small business and the amount of Food i had to throw out because of the fridge and freezer would work and then not work. I could not afford to buy a new fridge until i know what was going on  with my claim.

  as per geek square you are entitled up to $300 for food spoilage per a claim.  I have sent them two emails with receipts. One in May and the 2nd in June.  I will send another email to Geek Squad today with another bill.,

   

  Please allow me until today to send them another email with my receipts for food spoliage if they can not locate the May receipts.  t

  Sincerely,
  
  *************************;

  Business Response

  Date: 13/08/2024

  Hi ******,
  
  Thank you for your response!
  
  I have reached out to our Membership and Protection Support team and they have advised that there may have been some confusion and misunderstanding.
  
  They have advised you are only eligible for a single food spoilage claim and that was issued on 07/28/24. You should be receiving a cheque for the amount of $300 in the mail in about 7-10 business days from the date the cheque was issued. 
  
  Please let me know if you have any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 14/08/2024

   
  Complaint: 21984271
  
  I am rejecting this response because: however I was told that 2 claims were submitted I would be entitled to two food spoilage  claims.

   

  however i feel this will not get anywhere else. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 19/08/2024

  Hi ******,
  
  Thank you for your response!
  
  As per our last response, we have reached out to our Geek Squad Team for more information on your claim. They have advised you are eligible for one food spoilage claim which was issued for the amount of $300 on 07/28/24 and should have been received within 5-10 business days from this shipping date.
  
  Unfortunately, there may have been some misunderstanding/confusion about a second food spoilage claim. Our team has advised that you are only eligible for one food spoilage claim and as such, we will be unable to issue you a second credit for food spoilage.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 21/08/2024

   
  Complaint: 21984271
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2024

  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.

  Subject: Complaint Regarding Order Cancellation Web Code: ******** Dear Better Business Bureau,I am writing to file a formal complaint against Best Buy regarding the cancellation of my recent order. On [date], I placed an order for a refurbished **** G15 5530 Laptop (Web Code: ********) with the following specifications:Model: **** G15 5530 Laptop (2023)Screen Size: 15.6" 1920x1080 FHD 360Hz Processor: Core i9-13900HX (24 cores @ 5.4 GHz)Storage: 1TB SSD Hard Drive Memory: 48GB RAM Graphics: Nvidia GeForce RTX 4060 Cost $1303.84 plus taxes and delivery.To my surprise, Best Buy canceled my order without providing any valid reason. I had been eagerly anticipating the arrival of this laptop, and the sudden cancellation has caused significant inconvenience and disappointment.I have attempted to resolve this matter directly with Best Buys customer service, but their response has been unsatisfactory. Despite my efforts, I have not received a clear explanation for the cancellation, nor have they offered any alternative solutions.As a loyal customer, I believe I deserve better treatment and transparency. I request that the Better Business Bureau investigate this issue and ensure that Best Buy rectifies the situation promptly. Specifically, I am seeking:1.An explanation for the abrupt cancellation of my order.2.Reinstatement of my order or a suitable replacement.3.Improved communication and transparency from Best Buy regarding customer inquiries.I appreciate your attention to this matter and trust that the Better Business Bureau will advocate for fair and ethical business practices. Thank you for your assistance in resolving this issue. I look forward to a timely resolution.Sincerely,***************************

  Business Response

  Date: 11/07/2024

  We have reviewed your order and found that it is a Marketplace order. This means your purchase was made directly with one of our Sellers and not with Best Buy. Best Buy Marketplace primarily acts as a platform to connect buyers and sellers, so we do not have control over these orders.

  We recommend contacting the Seller directly through your Best Buy Canada account by following these steps:

  1. Log in to your Best Buy Canada account.

  2. Find your order in your account's order history.

  3. Select the option "Contact Seller" for the specific order you want to inquire about.

  Due to the above-mentioned reasons, I regret to inform you that your complaint has been denied, as your order was with an external Marketplace Seller and not directly with Best Buy. However, our Sellers have their own **************** teams, so it is worth contacting them for assistance.

  Thank you for your understanding.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 21972273
  
  I am rejecting this response because: if Best Buy is not willing to manage their sellers, then they should not list them on their website nor under their Brand.

  when I purchase from the Best Buy website I assume Best Buy is responsible and has my best interests at heart. If this is only a facade to allow them to provide inferior service, then possibly this is something I need to take up with my member of Parliament!

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

  Business Response

  Date: 11/07/2024

  It is important to note that the Marketplace label is clearly visible on the product page, and includes the statement "Sold and shipped by (the seller's name)," making this information accessible to all buyers.

  If this had been a Best Buy product, we reserve the right to cancel an order if necessary, provided it has not been shipped yet. Therefore, we strongly advise you to contact the Seller directly if you wish to understand the reason for your order's cancellation.

  As previously mentioned, your complaint has been formally denied by Best Buy.

  Thank you for your understanding. Have an excellent afternoon.

• Initial Complaint

  Date:10/07/2024

  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.

  Ordered a fridge on July 2,2024- Delivery was set by the company for July 9 2024 between 7:20am-10:20am.At 11;00am i tried to contact Best buy about my late delivery, after 1 1/2 hours of trying to speak with a person, i was able to speak with a lady who advised that my appliance was delivered else where, not sure how that happens- then advised me to put my food items back in the fridge and go to work! i would receive a call from ************* to reschedule. Problem is i had already removed the doors and placed at the curb and missed half days work, so now the food i had on the counter is gone bad, i have lost pay and still do not have a delivery day for the fridge no one has reached out to apologies or anything

  Business Response

  Date: 15/07/2024

  Hi ****,
  
  We have received your case in regard to a complaint made to the Better Business Bureau for your delivery that was incorrectly delivered to the wrong address.
  
  We have spoken to several teams pertaining to your delivery and can confirm that there was a mix up on the carrier's end and thus your unit was delivered to the wrong address. Please allow me to offer you our sincerest apologies for this mistake. Based on the latest notes on your case, we did receive notice that your unit was picked up from the wrong address and has been rescheduled for Tuesday July 16, 2024 with the delivery time frame of between 8:00-11:00am.
  
  We have also opened a compensation request with the carriers for you under case ******** and the carriers should be reaching out to you shortly regarding this if they haven't already done so.
  
  As a gesture of goodwill, we would be happy to offer you a $50 e-gift card to Best Buy for the inconvenience as well. If this is something you are interested in, please let me know what email address I can send this to.
  
  Please don't hesitate to reach out for any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21967945
  
  I am rejecting this response because: I feel that this is not enough compensation this fridge is a week late, all the items from my fridge have spoiled as they where on my counter the morning the fridge was to be delivered, my husband and I removed the old fridge and placed on the curb that morning. I do not want a e gift card from best buy as I will no longer be a customer. I feel I should be compensated for my spoiled food and the time I had taken off work.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 16/07/2024

  Please note that i do not except the compensation that has been offered Best Buy has stated that 3rd party will be in touch but have not yet heard from them.

  Business Response

  Date: 18/07/2024

  Hi ****,
  
  Thank you for your response!
  
  I'm sorry to hear that you have yet to be contacted by the carriers. We have reached out to the carriers and they have advised that they had tried to give you a call yesterday July 17, 2024 and left a message for you. Please give them a call back to discuss any concerns you may have.
  
  In regard to our compensation offer, we would be happy to raise our e-gift card offer to $75. Unfortunately, we will be unable to offer anything more than this amount. If this is something you are interested in, please let me know and I will have it arranged to be sent out.
  
  Based on what I can see, it appears that your delivery has been successfully delivered on July 16, 2024 and confirmed to be unopened and factory fresh. If you do experience any issues with the unit, please feel free to let us know and we will do our best to assist you.
  
  Please let me know if you have any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:09/07/2024

  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.

  I checked my Best Buy insurance policy and noticed that the protection plan on the soundbar I returned was still valid.I paid $139.99 plus tax with the gift cards for the 5 year warranty, but I could only find the receipt from when I purchased them and could not find the receipt from when I returned the soundbar.I called Best Buy over 10 times and I was being passed around, and the staff even disabled the setting and and I could no longer check my purchased items and insurances history online using my previous phone number *************) or email ************************ which I had previously been able to check.I went to the store and tried to get a receipt for the return, but they kept me waiting for over an hour and would not refund my insurance because they said they did not have a receipt for the return.I told the staff I wanted to speak to a manager, but she rudely laughed at me and told me to wait another 30 minutes when they only had 15 minutes before closing.I request Bestbuy to return the fee for the protection plan I paid for with a gift card, restore my online purchase history and insurance purchases.

  Business Response

  Date: 09/07/2024

  Hi ****,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau regarding a missing refund for a unit that was returned.
  
  First off, please allow me to offer you our sincerest apologies as it sound like your experience in store was not very positive nor did our staff handle your concern efficiently.
  
  I have taken a look at your complaint regarding the missing refund for your protection as you have mentioned the store was not able to product a receipt for you. Based on what I can see, your original purchase was made under invoice/GCID *************** on December 23, 2019 using 3 different gift cards ending in 1084, 6538, and 8415. The refund for the sound bar and the protection plan was processed under invoice/GCID *************** on January 9, ************************************************************** 8415 rather than split up into the 3 separate gift cards you initially used.
  
  I have checked this gift card and I can see that the full amount of the refund, $775.42, was reloaded, but was used up over several orders. The gift card balance is empty as of today. 
  
  As a full refund has been issued back to the original method of payment, a gift card ending in 8415, we will be unable to issue a further refund. I have attached a copy of your initial purchase invoice and the refund invoice to this response.
  
  What I can do for you is I can offer you a $50 e-gift card to Best Buy for the negative experience you received as a gesture of good will. If this is something you are interested, please let me know and I will have this arranged for you. Please advise what email address we can send this to.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 13/07/2024

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

  One thing I would like to discuss about ,  I still have some protection plans that I purchased previously.  I want to make sure that I get the proper support if something happens in the future.
  After I was contacting the customer support, I can no longer see any history of my guest purchases and the protection plans I purchased. (Liked with my old phone number ************)
  The staff said they merged the purchase history to my new email address, but it has not been added. I went to the store and was told that the clerk could not fix that problem and could not give me a copy of my purchase history or list of protection plans.
  Please let me know what I can do to resolve this issue.
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:08/07/2024

  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.

  I called Best Buy to purchase a washing machine that was on sale. Before I called to make the purchase I used their only chat to find out information including shipping costs. I was quoted that shipping to my address would be $79.99 but they couldn't process my purchase and to call in. I did and was quoted the same shipping cost and the item was $459.99 + $70 taxes and $79.99 for shipping bringing my total to $610.18. I was about to make the purchase but I hesitated due to the scheduling for the shipping. So I contacted my husband and we were ok with the timeframe and I called back. This is where it went bad, the young woman I spoke to took my information and then said she was turning off the recording to take my credit card information and wanted me to give it to her. She never told me a total to confirm anything. I had to ask her and she quoted me $906.18. I asked her why it went up $300 in 5min. She explained the shipping was $327 due to my postal code being in a rural area. I explained what I was quoted by two seperate agents and she put the recording back on at this point and kept putting me on hold to "check" what she could find. She said there was nothing she could do and it was $327. I asked to speak to a supervisor and spoke to ********* and he looked into it as well and kept saying they can explain the cost to me. I informed them that I didn't need it explained to me, I needed them to honour the quote given to me by two agents and I have a photo of the online conversation saying $79.99. He asked to investigate further and to call back. I said yes and waited until he called back today at 3:15 and explained they couldn't do anything about the $327 shipping but offered $100 off the washing machine. I said that still wasn't acceptable as it was still more then I was originally quoted. He apologized and said there was nothing more that he could do and I informed him I would report it as the price I was about to pay 10 min before my call back was only $610.18.

  Business Response

  Date: 09/07/2024

  Hi ****,
  
  We are reaching out to follow up on your current case and the pricing of a washing machine delivery service when speaking to a member of our call center team.
  
  It would be extremely helpful if you could share the date and time of these calls with us via the email we sent you from ***************************************** so that we can investigate the situation on your behalf.
  
  Once we have this information, we can continue to work on resolving the situation.
  
  Looking forward to hearing back from you.
  
  Thank you,
  
  
  The Best Buy Team

• Initial Complaint

  Date:05/07/2024

  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.

  August 27 in store purchase was applied to my credit account with ********* invoice ******** time 15:01 amount ******** Best Buy mailed me a ticket purchase with some random signature on it that is not my name or signature. This is sitting on my credit bureau and is pending payment before August 27 2024. Best Buy is not cooperating well with the investigation and they keep brushing me off and telling me these things take time. It has been 10 months and still not resolved

  Business Response

  Date: 11/07/2024

  Hi ****** ****,
  
  We wanted to contact you to let you know an investigation is in progress surrounding the charges on your FairStone account. We will try to complete the investigation as soon as possible and provide you with a resolution.
  
  We really appreciate your patience. If you have any questions, please feel free to contact us with a reply to the email sent to you from *****************************************.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21944099
  
  I am rejecting this response because: I have been back and forth with visits and phone calls with this fraudulent/theft activity on my account and no one has called me.

  I cannot be brushed off and put on hold any longer!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 19/07/2024

  Hi ****** ****,
  
  Our sincerest apologies on the delay in resolving the situation.
  
  As an update, the investigation is still in progress, We will send an update on the case as soon as we have more information.
  
  We really appreciate your patience. If you have any questions, please feel free to contact us directly with a reply to the email chain sent from *****************************************.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:05/07/2024

  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.

  This is my second complaint against Geek Squad in the past ********************************************************************* for repair. Best Buy (after BBB complaint was made) sent a gift card to purchase a new phone. At the time of the activation of the replacement phone, I was told by the Best Buy staff that I was required to continue to pay the monthly warranty fee that it could not be cancelled for the new phone, and that it would cover the new phone for the duration of the contract. The replacement phone suffered the same issue with the camera not working. This issue began 09 April 2024, it was then that I tried to file an online claim. The chat person told us to go into the store to get help. They told us it had to be done online. There was constant error codes, so I had to call in. It took several days for an agent to get back to me. When they did, they said a claim was filed, and we should wait to hear from a claims person. 2 weeks later, we still heard nothing. Tried again 06May2024, then I called back on 28May2024, and when finally connected with an agent, I was told that there was no claim in my name, and I would have to start again. So we started again. This time, after almost 2 hours, the agent told me they couldn't continue the claim and I would receive a call from a supervisor before the end of the day. 09June2024 I received a call from a supervisor, ****** (who was lovely), she informed me that the warranty I had been paying monthly was not going to cover the replacement phone, only the original phone. That the warranty should have been cancelled and re-done with the new phone. ****** escalated it to the ************************* that day, and told me I would be hearing back from them about resolution. It is now July 4th and still haven't heard anything. We just want another phone to replace the replacement. I have been with out a phone since April, this is unacceptable.

  Business Response

  Date: 11/07/2024

  Hi *****,

  We're reaching out to inform you we have an investigation is in progress surrounding the service plan surrounding your cell phones . We will try to complete the investigation as soon as possible and provide you with a resolution.
  
  We really appreciate your patience. If you have any questions, please feel free to contact us with a reply to this email.

  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 15/07/2024

   
  Complaint: 21943975
  
  I am rejecting this response because:

  The time, effort and lengths I have had to go to even start a resolution is beyond reasonable.  It has been over a month since Best Buy told me it would be looked into.  Now Im being asked to wait more?  
  Meanwhile I have been and continue to be without a cell phone for almost 3 months.  
  Had this situation, in anyway, been an error on my part I would wait patiently, however, this unfortunate escalation is the result of Best Buys poor business practices.  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 24/07/2024

  Hi *****,
  
  
  We sincerely apologize for the delay in providing you with a resolution. We are currently investigating this issue on our end to ensure we provide you with the best possible resolution and fully understand the situation.

  We will update you as soon as the investigation is completed. We appreciate your understanding and patience during this time.

  Thank you for your continued trust in us.

  
  Best regards,

  The Best Buy Team
  
  Thank you for visiting BestBuy.ca
  As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.
  
  
   Best Buy Canada Ltd. **************************************************************************
  
  Contact Us    |     Returns Exchanges    |     Privacy Policy    |     Terms & Conditions

  Customer Answer

  Date: 30/07/2024

   
  Complaint: 21943975
  
  I am rejecting this response because: simply saying its under investigation means nothing.  Its just a great excuse to drag it out and waste time.  
  Rather than a complaint with the BBB, perhaps legal action would be the next best step. It would seem that the Best Buy business practices need to be put into larger question, as this incident does have a fraudulent tone, who knows how many other people are having the same issues. 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/08/2024

  Hi *****,
  
  Thank you for your response, and we apologize for any inconvenience this situation may have caused.
  
  All warranty-related issues are handled by our ****************** We have escalated your issue to them for prompt action. We will provide you with an update as soon as we hear back from them.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  The Best Buy Team
  
  Thank you for visiting BestBuy.ca
  
  As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.
  
  Best Buy Canada Ltd. 102 - ****************************************************************
  
  Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions

  Customer Answer

  Date: 14/08/2024

   
  Complaint: 21943975
  
  I am rejecting this response because:

  The investigation done was a joke.  If a proper investigation was done they would have realized that I HAVE been paying the warranty monthly.  Those payments have never stopped.  And that they fraudulently have been taking my money for a warranty that they cancelled in error.  
  I dont even know what else to say.  
  MAKE IT RIGHT Best Buy. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 23/08/2024

  Hello,

  Thank you for bringing this to our attention. We understand your concerns regarding the investigation and the warranty charges on your account. Please know that our claims department is actively working on resolving this matter and clarifying any confusion regarding the charges.

  We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work towards a resolution. Rest assured; we will be in touch with you to provide a satisfactory outcome.
  Thank you for your understanding.

  Best regards,

  Best Buy team

  Customer Answer

  Date: 29/08/2024

   
  Complaint: 21943975
  
  I am rejecting this response because: the new department that this was forwarded to has no idea whats going on and didnt even know they were still collecting payments, and have yet to provide me with the invoices for the payments.   Which I requested.   
  Isnt it odd that the payments suddenly stopped in June of 2024. Just after I tried to make a claim?  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 30/08/2024

  I understand that, in response to these challenges, a call was scheduled to the number you provided, with the intention of connecting you directly with someone familiar with your case who could help resolve the issue. Unfortunately, it seems we were unable to reach you.
  
  I want to assure you that your concerns are important to us, and we're committed to finding a solution. I kindly ask that you respond directly to this email or any of our previous communications so that we can take the necessary steps to escalate your case and provide you with the support you deserve.
  
  Please dont hesitate to reach outwere here to help.

• Initial Complaint

  Date:05/07/2024

  Type:Product 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, Purchased Monitor Order #********** from a BestBuy market place seller(Tech ************** on June 24, 2024. Paid $****** and the price has been reduced to $****** after 2 days. Note: I haven't received my delivery and the item is still in transit. I did call BestBuy customer service and asked for a price match to which they verified through the item web codes and confirmed my claim is valid and suggested he will leave a message to the seller and which he did. BestBuy agent notes to seller: "customer call because he want to price match the sale that is right now you selling it for ****** and he buy it for ******, he want to receive the 30$ different,, if you can refund him the 30$ thank you Best Buy"The agent assured me that the seller will price match it for me and i should wait and i waited for 3 days with no response. After 3rd day i received a response " The item is no longer on our website due to a lack of inventory. If you happen to have a screenshot of the discounted price at the time of your inquiry, then we will gladly look into assisting you further."I've replied back asking for clarification on how on earth would i know to take a screenshot if the BestBuy agent has not suggested to do so to which they responded as if they don't care. Further conversation is in the attachments. My only concern is why BestBuy don't step in and also why do they encourage such marketplace sellers. I'm returning the monitor and getting refund but also wanted my voice to reach best buy authorities. so that they can take appropriate action against the seller or take measures to prevent such mistakes in the future. We love BestBuy and this is not a complain. I'm using BBB as a platform to reach you since the BestBuy agents don't take matters seriously and take no actions.

  Business Response

  Date: 11/07/2024

  Hi ******,
  
  We're reaching out to inform you we have an investigation is in progress surrounding the pricing of your recent order. We will try to complete the investigation as soon as possible and provide you with a resolution.
  
  We really appreciate your patience. If you have any questions, please feel free to contact us with a reply to the email we have sent you
  
  Thanks,
  
  The Best Buy Team