Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

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Important information

Customer Complaint:
The BBB of Mainland BC handles all complaints for Best Buy and Future Shop nationally. This report reflects customer experiences for all of Canada.

Complaints

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

Customer Complaints Summary

684 total complaints in the last 3 years.
150 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:01/07/2024
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.
On the downloaded invoice for this online order, Link to Returns is at **************************************. There it is noted that: Most products sold by Best Buy can be returned or exchanged within 30 days from the date of your in-store purchase, or 30 days from the date your online order is delivered. During a chat via bestbuy.ca on June 30, 2024, I asked the agent if it would be possible to start a return to which they responded by saying that the period to do so has passed. The order was delivered by Best Buys courier to a delivery location on May 29 and I was able to collect it on May 31. When asked whether Best Buy considers May 29 or May 31 the date of delivery, the agent responded: I can understand your concern but I apologize we cannot help you with this because it is our BestBuy policy 30 days for the return and exchange. . . If Best Buy considers May 29 the delivery date then more than 30 days would have elapsed. If the delivery date is the day on which the item was collected then May 31 would be the delivery date and June 30 would be the last date to start a return. If the latter is policy then the agent failed to honor a valid return request. Either way, the agent didn't answer my question about which of the two is considered the delivery date.During the chat, I asked the agent if it would be possible to make a complaint. They informed me that I could make a complaint after the chat ends via a survey. After asking for clarification, the agent noted . . .once this chat is end you will receive a pop up for the survey. I clicked on the send feedback link at the survey's end and received an error message. A screenshot showing that error message is attached. (It is modified to remove personal information.) As a result, I was not able to make a complaint.Also to note, on June 30 and once a few days previously, I found the Start a Return button on the order page for the item unresponsive and hence I was not able to start a return via that channel.
Business Response
Date: 02/07/2024
Upon reviewing your purchase, there are two points to clarify regarding Price Match, returns, or exchanges for this particular product at Best Buy. Our policy allows for a 30-day window from the date of product receipt. If you collected the product on May 31, then June 29 marked the 30th day, and you contacted us on June 30, which was the 31st day after your purchase. Therefore, our system indicated that your purchase was no longer eligible for these options.
I understand this may not be the outcome you expected. If you count the days directly on a calendar, you will see that June 29 was indeed the 30th day following your pick up, confirming our agent's information. Unfortunately, we are unable to offer exchanges or returns in this case.
If you have any further questions or need clarification, please feel free to reach out.
Customer Answer
Date: 03/07/2024
Complaint: 21923844

I am rejecting this response because:

Dear Best Buy Canada,

Thank you for your response.

As I understand it from my research, standard business practice ensures that, with a 30-day return window, customers typically have a full 30 days to evaluate their purchase and decide if they want to return it. As noted yesterday in your message in regards to returns: Our policy allows for a 30-day window from the date of product receipt. Given that Best Buy Canadas return policy allows for a 30-day window from the date of product receipt, this typically means that the customer has ***************************************************************************************** not.

As the product was received on May 31, the return window, running for a full 30 days, would conclude on June 30. To be precise, the product was received at 5:45 PM on May 31, which makes 5:45 PM on June 30 the completion of a minute-to-minute 30-day window. Starting the clock at 5:45 PM on May 31 when the product was received, the return window timed out at 5:45 PM on June 30 for a full 30 days.

This follows your General return and exchange policy found at the link below where it is noted that returns, on most Best Buy products, can be made within 30 days. In this case, the 30 days fell within the period from 5:45 PM on May 31 to 5:45 PM on June 30.

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

In the General return and exchange policy, it is stated: Most products sold by Best Buy can be returned or exchanged within 30 days from the date of your in-store purchase, or 30 days from the date your online order is delivered.

During the chat on June 30, the Best Buy agent mentioned that they could not help with the return, noting . . . that your order has already passed 30 days. . . and: If your item is below the 30 days we will help you because it is under the 30 days. The agent apparently did not realize that the chat was taking place on the 30th day of the 30-day window and hence the 30 days had not already passed. If they understood the return window to be below 30 days, that would make it 29 days or fewer and not in accordance with your return policy.

I am disappointed about not being appropriately assisted during the chat on June 30. I am unhappy about your return policy not being applied as indicated.

I look forward to hearing your response.
Sincerely,

***************************
Business Response
Date: 05/07/2024
I wanted to address a small clarification: the 30th day actually falls on the 29th in this instance. However, we are making an exception in your case.
I will be sending you a Return Label to initiate the return of your computer. Once the computer is inspected at our Depot, we will proceed with issuing a full refund for your purchase.
If you agree with this resolution, kindly accept it, and I will send you a direct email to proceed with the return process.
Customer Answer
Date: 07/07/2024

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.

However, I would like to note that I disagree with the business' understanding of how to count a 30-day period. All the same, I am glad that they are willing to resolve the complaint and accept the resolution.

Sincerely,

***************************
Initial Complaint
Date:01/07/2024
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 shopped at Best Buy at ************** location in ******* on June 29, 2024 between 5:45 PM just before 7 PM when they closed. A young boy was helping me with multiple questions for a ** and a sound bar system, which is what I had come into your store to shop for he was very knowledgable super helpful and very polite. I decided to go with a ******* 43 inch and a ******* sound bar system 3.1 as it was a very busy weekend, he was helping some other people. I let him help another gentleman while he did this I was looking around for sound bars, and I actually found one that I liked at half the price that he had originally demonstrated another system for. The one he demoed was a seven point something system I didnt need something that expensive. I ended up picking up one that was for $199. The signage was in a plastic insert and it was an 8 1/2 x 11 piece piece of paper and we both me and the boy matched the model that was being posted on sale with the actual model number on the box, we both confirmed that it was exactly the one advertised on that piece of paper. I had gotten everything I needed and I wanted to pay it was at this point in time I found out that he does not even work for Best Buy. Hes a rep from a third-party company that I guess comes in. It helps the customers with custom specific questions. He located an actual Best Buy employee to help me finish the transaction after much lengthy communication regarding purchasing a warranty I declined and I wanted to just purchase the items and leave. The girl rang up my TRANSACTIONS, the ** and the sound bar separately as requested. It wasnt until I got home and my best friend from work asked me how much I paid for the deal that I went pulled the receipt and I found out that I was charged $249.99 and not $199 If you check your video footage, cause I know you have security cameras, you can see me clearly holding the signage for a good 10 minutes. I want you to honour the price that was displayed.
Business Response
Date: 02/07/2024
Based on your purchase receipt, the store adjusted the price on June 30th to honor the $199.99 price in your purchase. You should see this credit reflected on your card within the next 2 or 3 business days. If you have any questions, please do not hesitate to contact us.
Customer Answer
Date: 02/07/2024

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.
yes thank you. The store originally wasnt willing to. As they said I cant prove it so I did tell them I already filed a bbb case and the alternative is to waste Head Offices time to pull the footage. I also stated that I wasnt even out to get anything out of this. Just the price I saw it for. I reminded the manager of the scanning code of practice and Id actually be entitled to $10 more off. And Im not seeking that. Just want the business to be fair and honor a price that I saw. If I had seen it was dated and expired this may of been different but I didnt see any dates on it so it is fair to assume the price displayed was the price it would ring up as. The manager at the store was able to resolve this issue after I explained this and clarified it wasnt about the money. I came in to spend up to $4k on my tv and sound bar set but I had wanted a to spend as least as possible on the sound system as it was just for my bedroom tv.
thank you all for the help. I had a wonderful experience that night while shopping for my new tv to replace a 15+ year old tv.

Sincerely,

***** *************
Initial Complaint
Date:01/07/2024
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.
I bought an ** ENVY inspire 7900 printer from Bestbuy in March. It broke down within 3 months of use. The 30-day return period had also passed. I learned from the ** website that this model of printer always has the problem of failing to feed paper. So I called them to ask them to solve it for me, but they always said it was not their responsibility and asked me to contact ** customer service directly.I think the printer I bought from Bestbuy broke down within 3 months, compared to the ** printer I bought before, which was still working well for 3 years. I suspect that the quality of the printer I bought from Bestbuy is not good. I asked them to replace it for me. They still insisted that it was not their responsibility.I think Bestbuy does not have any after-sales service for the printer I bought. They kept pushing it to **. I don't understand it. I hope BBB can help me solve this problem.
Business Response
Date: 02/07/2024
Hello ****,
Upon reviewing your order, we see that there is no Protection Plan associated with it. As such, Best Buy covers the product for the first 30 days, after which the manufacturers 1-year warranty applies. Please understand that the decision to purchase an extended warranty is entirely up to the customer. While we do offer it at the time of purchase, without it, we are unable to provide coverage beyond the initial 30-day period.

We kindly suggest the most reasonable solution would be to contact the manufacturer directly to make use of their warranty.

This claim has been denied by Best Buy as we have not violated any terms of sale.
Initial Complaint
Date:01/07/2024
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 ordered an ASUS laptop from Best Buy. I told Best Buy that I don't be home between 12 pm and 6 pm on Saturday, June 29, 2024. I also won't be home between 12 pm and 6 pm on July 2, 2024. It's unprofessional for Best Buy to expect me to wait all day for my laptop. I may have to cancel my order. When I called customer service. They guy didn't help at all.
Business Response
Date: 02/07/2024
Hello Waboshi
I would like to inform you that our orders are shipped through carriers, making it challenging to provide a precise delivery window. Additionally, your order was placed through our Marketplace with one of our Sellers, meaning your purchase was not directly with Best Buy. Therefore, we kindly recommend contacting the Seller directly through your Best Buy account for further assistance.
For the reasons mentioned above, we regret to inform you that this claim is denied by Best Buy.
Thank you for your understanding.
Customer Answer
Date: 02/07/2024

Complaint: 21922490

I am rejecting this response because:
If I don't get my package soon, I will get initiate a chargeback and get the whole amount refunded. This is poor customer on the part of ********************. Stop blaming others for your own issues.

Sincerely,

Waboshi Nakihimba
Business Response
Date: 02/07/2024
Hello Waboshi
As I mentioned in my previous response, your order was placed through our Marketplace with one of our Sellers, meaning your purchase was not directly with Best Buy. Therefore, we kindly recommend contacting the Seller directly through your Best Buy account for further assistance.
Due to the reasons mentioned above, we regret to inform you that this claim is denied by Best Buy.
Customer Answer
Date: 02/07/2024

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.
Best Buy is responsible until I receive my order.

Sincerely,

Waboshi Nakihimba
Initial Complaint
Date:27/06/2024
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.
From: *********************** <****************>Subject: ****** warranty purchased ?Hi,I bought a new **, and 4 year extended warranty, at Best Buy #6 at ***** Sarcee Trail in ******* on March 11, 2024.The cost was $449. 99 plus $129.99 for the 4 year extended warranty.Shortly thereafter I noticed some extreme issues with the picture and screen quality. I went in to the store 3 months later on approximately June 13, 2024 and was told by the team lead that I could simply bring the ** in and they would replace it. When I said that I assume the 3 year, 9 month balance of the 4 year warranty would apply to the replacement ** they said no, it would not, and if I wanted an extended warranty for the replacement ** I would have to purchase a new warranty. They also told me that if I got a new ** under the manufacturers warranty (1 year) it would have a different serial number so it would not be covered under the 4 year warranty I purchased from Best Buy.So, in effect I paid for a 4 year warranty and got a 3 month warranty instead, and that is a very unjust and unfair rip off.Attached is the receipt from Best Buy.Is there anything you can do to help me with this.*********************** ********************************************************************** ************ ****************
Business Response
Date: 02/07/2024
If you use your Extended Warranty, it will be considered utilized, and you would need to purchase a new one for another television. What I recommend is to contact the manufacturer, TCL, directly to have them inspect your television. Since you still have the manufacturer's warranty, if they approve the exchange after their inspection, the store where you made your purchase should also exchange your Protection Plan to be linked to your new television.
You will only lose your Protection Plan if you decide to use it for this exchange. However, it is not a loss, as it means you will have utilized it.
Please feel free to reach out if you have any questions or need further assistance.
Customer Answer
Date: 02/07/2024

Complaint: 21912742

I am rejecting this response because:
I have already spoken to the store. They told me that if I get a new TV from TCL under TCLs warranty, it will not be covered by the Best Buy warranty. I need assurance that the store I was dealing with will make this seamless before I get the replacement TV from TCL.
Sincerely,

***********************
Business Response
Date: 02/07/2024
In this case, the best way to ensure clarity about what can or cannot happen is with a written document. Therefore, I highly recommend reading and keeping the booklet of the Terms and Conditions of your Protection Plan on hand. Please download it from this link:
BBP_TERMS_AND_CONDITIONS_ROC_240301_EN.PDF.pdf (contentstack.io)
Here, you will find detailed information on how your Protection Plan works and how to make the best use of it.
Initial Complaint
Date:27/06/2024
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.
On June 26, 2024 I ordered a Chromebook for my Father online. During the order process I accidentally put my father's address as the billing address as well as the shipping. The website said the order couldn't go through. I realized the issue and ordered again with correct billing address, my own. On June 27th I saw two transactions for these Chromebooks on my ***** Best Buy was charging me twice. I tried canceling the order online but the agent couldn't help, they stopped responding. I called best buy and was told my elderly Father would have to call to return the order since his name was on the order. I had my Father call, the agent told him that he couldn't do a refund/return. The whole process has taken HOURS. This practice is absolutely unfair to consumers.
Business Response
Date: 02/07/2024
We have reviewed your Order #********** and found that, although the order was placed on the 26th, your request to cancel it on June 27th was not possible. At that point, the order was already in "Ship in Progress" status, meaning it was in possession of the carrier, Purolator. Best Buy acted within its policies during your purchase.
It is the responsibility of the buyers to check the status of their orders and enter the correct delivery information. Legally, the name on the invoice is considered the owner of the order. For legal reasons and to protect all our customers, only the owners of the orders can intervene in them. Therefore, this claim is denied.
However, you are still within the 30-day period to return the order and receive a refund. The process is simple: the person whose name appears on the invoice must request a return label from us. Once the computer is received and inspected by our Depot, your refund will be processed.
Thank you for your understanding. If you have any questions or need further assistance, please feel free to contact us.
Initial Complaint
Date:27/06/2024
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.
Bought a brand new scooter but received an old & used one with totally damaged ******** had so many labels on it. the scooter also had scratches on it. I tried to return it but the seller on best buy said he wont give me full refund for it. I tried talking to ***************************** escalated it. But I havent got any reply from them as they say well get back to you in 3 business days. I tried calling them again & they repeated all that escalation procedure 5-6 times but i never heard from them ever. They keep repeating same lines that they are going to escalate it but nothing comes out of it. I asked for the next step but they have no ************ been over 21days. So, Im looking for a full ********************* for all the troubles they have caused me and for the long time to solve this simple thing. Best Buy Case ID for this is ********.
Customer Answer
Date: 27/06/2024
Im looking for compensation on behalf of fraud. As they sent a used product to me while i paid for a brand new. Also, when I simply tried to return it they said they wont give me a full refund on it.
Customer Answer
Date: 28/06/2024
I need full refund
Business Response
Date: 02/07/2024
Hi *********,
This is Masood from the Best Buy Executive Resolutions Team. I am reaching out and speak on behalf of Best Buys executives as the highest level of escalation. I will be your principal point of contact throughout this case.

We are sorry to learn about the problems you are facing and thank you for your patience.

Thank you for taking the time to reach out to us concerning your experience with Best Buy. We greatly appreciate hearing from you, as customer feedback is vital to continue improving our customers experience.

I understand how frustrating it can be when you feel like the customer service has been lacking.We apologize that you feel this way and can confirm that you were provided with a return label on 6/27/2024. After reviewing your messaging history with the seller,I can see they responded within the 3 business days, which is within our policy.
You are welcome to use the return label to return the item for a full refund.

Again, please accept our sincerest apologies for your negative experience and thanks for bringing this to our attention. We hope that you will give us another opportunity to serve you.

Thank you,
Masood
Executive Resolutions Specialist
Initial Complaint
Date:27/06/2024
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.
Purchased a new phone at Best Buy in Dec 2023, service provider ****** Wireless. Best Buy "forgot" to include any receipt / contract paperwork in bag with phone. Following morning returned to store to obtain and was told they shred everything and there is no records of transaction. I then notice in Jan 2024 billing to Best Buy of $20.95 on my credit card, Best Buy "unable" to determine why there are charges,. It happens again the following month and in store a geek squad rep ************ and tells me it's a monthly protection plan through Best Buy. I know I would never agree to a third party doing protection when I could do that through *****'s if I wished. Regardless I ask the rep to cancel and he agrees. In April 2024 I notice that I had been charged again in Feb /March and April again. I get through to Best Buy customer service after hours of trying and again get through and AGAIN cancel the protection plan. I ask for and they tell me they have reversed the charge for ****** I did ask that it should all be refunded as I had cancelled in Jan as well, as having not being explained or agreed to this plan. I was informed to go in the physical store to plead my case. I did this which fell on deaf ears but since it had been cancelled I let it go. This month, June 2024 again I notice I am still being charged the monthly fee of $20.95. I call customer service again and am told that yes they see the request to cancel in April of 2024 but want a confirmation # of that call. This after they tell me they see the request for cancellation in their files. There is also a note that the rep in April told me to go into the store to request return of funds. Long story, less long, they tell me they will cancel today and that I am out of pocket for all the funds paid so far. ( I do not have any idea of what this "protection plan" entailed and never availed myself of any of it. I am a senior and just appalled at this shady, scummy business practice. Nothing more than theft.
Business Response
Date: 28/06/2024
I am truly sorry for the confusion regarding your purchase. I have carefully reviewed your receipt and Protection Plan, and I see that the plan has been canceled in our system. I also noticed that your payment method was a debit card. If there was any promise of a refund from the store, only the store can process this refund, as it would require swiping your card at the point of sale terminal.
I completely understand your frustration with this situation. To make up for the inconvenience you have experienced, I would like to offer you a small compensation. I am pleased to provide you with a $80 electronic Gift Card, which you can use for purchases either online or in-store.
Please understand that by law, we cannot issue a refund in any other way. Any refund must be made to the original payment method, and only the store can resolve this particular issue.
I look forward to your response and hope this offer helps alleviate some of the inconvenience you have faced.
Initial Complaint
Date:26/06/2024
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.
I visited the Best Buy website and purchased a luggage set using my Best Buy gift card. My invoice and all correspondence is from Best Buy. Upon receiving my luggage set I decided that it was too big for my trip and went to my local Best Buy to return the item. Once there I was told that I had purchased the item on marketplace. I said no, I purchased it on Best Buy. It was then that the clerk showed me the tiny blue dot that indicates the item is from marketplace. I again told him that I had no idea what he is talking about. Long story short I feel like it was very deceiving how it is set up and given that I was on Best Buys website and paid using my gift card I had no reason to believe u was dealing with a third party vendor. It should be clearly outlined so that buyers are aware of possible limitations. I have since learned from the third party vendor that they will give me $20 credit to keep the product or I can return the items for a $50 non refundable (approximately they cant tell me exactly the costs until they process the return) fee. I have no problem with third party vendors however what I am unhappy with is the lack of clear information. Again having gone to the Best Buy website and paying with Best Buy gift card it never occurred to me that I was buying something from a third party vendor. The email that they received my order request says nothing announce third party vendor. Only the receipt once they have charged and shipped the item says in the fine print to contact the seller if there is a problem.
Business Response
Date: 28/06/2024
Hi ***,

We are reaching out to follow up on your recent Marketplace experience.

Our apologies on the confusion surrounding the after sales care, we are always working to improve the customer experience, we are taking your feedback into consideration to help improve future purchases.
From what we can see on our end, it appears that you are keeping the item with a discount applied as per your conversation with the seller.
We are glad you were able to come to a resolution with the seller, we would like to offer you a $100 Best Buy electronic gift card valued at $50 as compensation for the confusion.

Please confirm that ******************** is the correct email and we can send it to you as soon as possible.

Thanks,
The Best Buy Team
Customer Answer
Date: 01/07/2024

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. I would however like to add that more transparency on the Best Buy website should also be considered to avoid a negative experience by future consumers.

Sincerely,

*******************
Initial Complaint
Date:26/06/2024
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 ordered a chair in store on May 31st. On June 6th it was erroneously claimed to be delivered and has not been. Best buy claims they invesitgated and did not find any wrongdoing. However i have attached proof of delivery which shows no address nor my signature. As a result best buy is committing fraud by refusing to remedy undelivered goods. I expect a full refund.
Business Response
Date: 27/06/2024
Hello ***********,
We have already conducted the investigation in regards to your lost shipment claim and we can confirm that your order was successfully delivered. We stand by our decision of denial and your claim has been closed.
Thank you,
BEST BUY TEAM
Customer Answer
Date: 27/06/2024

Better Business Bureau:

While Best Buy did not conduct themselves I what I believe to be a courteous manner, the parcel has finally been delivered and I have received an apology from the courier, ****** for the confusion. As the goods have been received there is no longer any issue.

Sincerely,

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

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Best Buy Canada Ltd. is NOT a BBB Accredited Business.