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

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:25/06/2024
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.
Ordered ev charger from Best Buy.ca fulfilled by Best Buy on May 21st. Reached out multiple times between may 30th and June 10th over phone and chat. They stated they would have it resolved within days from my first message. Received email that they had sent item on may 30th. No update to status or delivery notification June 2. Asked for cancellation of order and refund June 4th then again on the 12th. Still no refund and product still ready for shipping and not cancellled
Business Response
Date: 27/06/2024
Hi *******,

We have received your case in regard to a complaint you have made to the Better Business Bureau regarding the shipping status on your order number 1017747733.

We have reached out to the vendor and they do want to apologize for the delay and has shipped the unit out with delivery expected sometime this week. I can see this reflected in the tracking information as your package is in transit.

If you no longer wish to keep this item, what we can do is we can either provide you with a return label so the package can be sent back to us, or you can drop this off in store for a full refund.

Please let me know if you have any questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/06/2024

Complaint: 21889424

I am rejecting this response because:

the package had not shipped until the complaint was received. I want the full refund immediately.

Sincerely,

*********************************
Business Response
Date: 03/07/2024
Hi *******,

Thank you for your response!

Based on the latest tracking updates, your unit has been shipped and delivered as of July 2, 2024.

As per our last response, if you no longer wish to keep this item, what we can do is we can either provide you with a return label so the package can be sent back to us, or you can drop this off in store for a full refund. Unfortunately, we will not be able to offer you a full refund without the return of this unit.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Initial Complaint
Date:24/06/2024
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.
Purchased Bitdefender total security digital download software on June 16, 2024 at 10:59PM for $79.99. I thought I would have received the download code within a few hours, but no download code was sent. I followed up with Bestbuy support which was of no use, kept telling me they will escalate it to manager but no one called back and I still never received my purchase. Bestbuy did not even charge my credit card, I kept checking my account and no charge. I called everyday even today June 20, 2024. Agent on the phone told me the order has stalled and then she told me that I should cancel it. I told her no, why even give the suggestion to cancel, so that Bestbuy cannot honour the same price? I told her to leave it alone and hung up. Went to Bestbuy Brampton, picked up the same item and was then told that I should cancel my online order which I did in front of the in store agent. I was told he could match the price so I cancelled. Next thing that happens, the agent tells me sorry cannot be matched for what I bought it for, but instead of paying $159.99, he could give it for $100.00 plus tax. I refused as I was already quite upset with the entire experience from the outset. Why would I pay extra money for the same product that they could have just sent to me as an online code from the very beginning? Really upset from this experience and really hesitant to return to buy anything from here again at this point. Its not about the purchase its about the principle. To say I recently bought a ****** laptop just a couple weeks earlier for $1399 plus HST.
Business Response
Date: 24/06/2024
Hi ********,

Thank you for reaching out to us.

We are reaching out to assist as quickly as possible.

We are sorry to hear that you have had the experience you did with trying to protect your new laptop, thank you very much for your business.

To compensate for the situation we would like to offer you Bitdefender Total Security Bonus Edition - 5 User - 3 Year, Web Code: ************ $59.99 rather than $159.99 delivered to your home.

To take advantage of this offer, please confirm that your email address is *************************** from our ***************************************** email and we can send you an electronic gift card valued at $100 to be put towards the purchase.

Looking forward to hearing form you,

The Best Buy Team
Customer Answer
Date: 25/06/2024

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:18/06/2024
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.
I purchased a ****** pixel 6 cell phone in November 2022. At the time I purchased the protection plan and have been paying for it monthly. My phone broke in Apr 2024 and I started a protection claim. I paid a $200 deposit and sent my phone in the packaging provided by best buy. In return I received a loaner phone. My phone was received, based on tracking information, at the beginning of May. I have yet to hear from anyone at best buy regarding what is happening. I have reached out numerous times to the geek squad for updates and have been told different things. I have been told to be patient, that it's in process, that someone will contact me within 2-3 days and that it has been escalated. It has been almost 2 months and I still have had no communication regarding what the status of my phone is and how much longer I have to wait. It is unacceptable to receive this lack of communication for a product that I pay for and in fact am still paying for monthly. At this point I just want my broken phone back, my $200 deposit and the money for the protection plan that I have paid to date since best buy is not honoring the contract of the protection plan. At this point I could have paid for a new phone out of pocket, rather than be at the mercy of some customer service department that will get back to me at some distant point in the future.
Business Response
Date: 19/06/2024
Hi ********,

We have received your case in regard to a complaint you have made to the Better Business Bureau regarding your phone.

I have reached out to our Geek Squad team for more information and what they have advised is that your service request for your phone was received on April 30, 2024. It was determined that an exchange was required and thus a replacement device was shipped out to you under *** tracking number 1Z8A2A858506969782 which was delivered on May 7, 2024.

It looks like our Geek Squad team has spoken with you to clear up some of the confusion.

If you have any further questions or concerns, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 20/06/2024

Complaint: 21867612

I am rejecting this response because: I was told on more than one occasion by the Geek squad, as well as in-store employees, that the phone I received was a loaner and that I would receive either my phone back, once fixed, or a gift card for the value of my phone and I would get my $200 deposit back once the loaner was returned. Not a single person told me that the phone I received was a replacement and my claim was complete in all the times I called to inquire in the last 2 months, not one! Had I known at the start of the claim that I would be receiving a refurbished phone, worth about 1/2 the value of my phone at a cost of $200 above what I paid for the plan for multiple years I would not have proceeded with the claim. Please listen to the phone call where the initial claim was started. I believe that I should receive what I was told by the geek squad which is my phone back , fixed, or a gift card for the value of what I paid for my phone, as well as my $200 deposit back. This is what I was told would be happening. I have been told that all phone calls are recorded, please listen to the call where I was given this information and honour in good faith what I was told, by your people, would occur.

Sincerely,

*******************************
Business Response
Date: 26/06/2024
Hi ********,

Thank you for your response!

Based on your response, it sounds like there may have some miscommunication in regard to the expectations and the process of your service request.

As per the Geek Squad Protection Plan you have purchased, the replacement of your unit will be subject to a service fee, and in this case, it looks like it is the $200 that you were charged. I have attached a copy of the terms and conditions for the Geek Squad Protection Plan in our response. Please see page 42 for the section on cellphone protection plans.

Normally, what happens is our team will try to repair the unit, however, if that is not possible, we will issue you a replacement unit and only a gift card if we don't have a replacement available. In this case, our team has advised that a replacement phone was shipped under *** tracking number 1Z8A2A858506969782 and was delivered on May 7, 2024.

Unfortunately, we will be unable to provide you with a refund for the $200 deposit as the replacement of your unit is subject to a service fee as outlined by your plan.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/06/2024

Complaint: 21867612

I am rejecting this response because: None of this information was ever provided to me by an agent I spoke too. In fact, no information was provided after the start of the claim. No one told me whether my phone was fixed or not. Miscommunication or not I was misled by YOUR employee and the information I was given should be honoured. I implore you again to please check your recordings. Had I been made aware that I was going to receive a refurbished phone worth half of the value of my phone and cost me an additional $200 on top of that I would not have proceeded with the claim. We as consumers are told to trust your employees and that they know the policies and procedures so we do. I, in good faith believed your employee and went ahead with the claim and now I am stuck with a sub par phone, that came with no accessories or instructions I might add, just a phone in a box, and I am out $200 for that. I'm sorry but an apology for the miscommunication is not good enough. I understand that your policy states what it does but when a customer is given no information and then spends 2 months being given the run around by your employees there must be more than just "Sorry, we'll coach the employee". This whole situation has caused me a great deal of stress and I'm not going to accept I'm sorry. You need to honour what I was told by your employees, regardless of policy.

Sincerely,

*******************************
Business Response
Date: 03/07/2024
Hi ********,

Thank you for your response!

Unfortunately, as per the terms and conditions on the protection plan on your mobile device, there is a $200 service charge for any replacement requests issued. We are unable to offer you a refund on this. Please take a further look at the terms and conditions that was previously provided for more information.

I can see that you have reached out several times through chat with our Assurant team. Based on the conversations you have had, I can see that our agents advised you that we do not issue gift cards and that we would either repair or replace the unit for you. You were advised that an advance exchange was processed and that a replacement ****** Pixel 6 was being shipped out.

At this point, we will no longer be able to assist you any further.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Initial Complaint
Date:18/06/2024
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.
My complaint is in regards to a purchase I made on Best Buy's website, through a Marketplace Vendor. I have contacted Best Buy on several occassions, regarding this issue, and have been on the phone for hours in regards to getting a solution. It was not apparent at first, but the tablet I purchased had a defect to which after doing troubleshooting with ******** at first it was not clear it was a hardware issue. After going through the troubleshooting and following up on the issue, ******* finally advised to take the unit in to an authorized repair center to have it looked at. They determined the item was defective, however, ******* advised that they will not honor the warranty, as it was sold by an unauthorized seller. What has proceeded is numerous phone calls with Best Buy, in which multiple representatives told me I would get my money back and refunded, when I shipped the item back to the seller. I ended up purchasing a replacement tablet through Best Buy, in regards to being told I would be refunded.However, this is not what has transpired. I was told on multiple occassions with Best Buy reps that a refund would be provided, and I just needed to wait 7 - 10 business days. After waiting about a month and a half, I spoke to a manager that said no refund would be given, and that all that could be done was to request an escalation to corporate. I don't understand how I could be so let down by Best Buy, in regards to this experience. I know that these agents I was speaking with, were talking with their managers and supervisors, regarding the interactions, as thats what they told me. I don't understand why I keep getting the run around on this. I now have a new tablet that I purchased direct from Best Buy, so I need a refund on the marketplace tablet that is now returned. Please note, I returned the tablet in FLAWLESS condition, with the box, cables still in packaging, etc. There should be no reason for the delay. Please kindly process the refund!
Business Response
Date: 18/06/2024
Hi ********,

We have received your case in regard to a complaint made to the Better Business Bureau.

Please allow me to offer you our sincerest apologies for any issues you have had with your unit.

Unfortunately, returns for a full refund can only be offered within 30 days of purchase. As you are covered under a 1 year's manufacturer's warranty, we will assist with either a repair or replacement in the case where your unit cannot be repaired. Based on the communication you have had with our seller, it looks like a replacement unit has been shipped out to you under Canada Post tracking number 1019435674971809.

If you have any questions or concerns, please feel free to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/06/2024

Complaint: 21861735

I am rejecting this response because:
There are several problems to which I am now in, based on the communication I received from Best Buy and from what I received from ******** in regards to the unit.
First and foremost, ******* does not recognize the seller as an authorized re-seller, and does not honour the warranty. There is no Manufacturer's warranty.

Initially, I was not aware that I was purchasing from a Best Buy Marketplace seller anyways, and had I known that, I would have purchased exclusively through Best Buy. I found this out when I had the problem and when ******* advised that they needed proof of purchase for repair.
I would not have bought the item knowing this was through an unauthorized reseller and not direct from Best Buy. BestBuy's website indicates that all open boxed items come with manufacturer's warranty. Secondly, my credit card extends the warranty of the Manufacturer by an additional year. Because of this, I do not have *******'s warranty, nor do I have the additional year of warranty offered by my credit card company. Full stop, I would not have purchased knowing this.

This is extremely problematic for me. I was also promised on 3 occassions by Best Buy reps, that I would in fact receive a refund. I have now purchased an ADDITIONAL tablet from Best Buy directly, as I was told this was over, handled, and done with, and would be refunded "within 7 - 10 business days".

I do not need two tablets. I only need one. I returned the item to the seller, with everything in flawless condition, exactly as they sent it to me.

I want Best Buy to do what they told me, as I was specifically told, "it doesn't matter what the seller says, because the item is defective and therefore I am entitled to the refund". Listen to all these calls with Best Buy reps if you wish, but they will confirm exactly as I have been told. I am now in a position where I cannot be charged for two tablets, I must be refunded.

Sincerely,

***************************
Business Response
Date: 26/06/2024
Hi ********,

Thank you for your response!

In the case where the manufacturer will not honor the one year's manufacturer's warranty as the unit is sold through Marketplace and is Open Box, Best Buy will step in and take care of the warranty within the one year's manufacturer period. We will either assist with a repair or replacement unit if a repair is not possible. We do not issue refunds on warranty claims.

Please note, as per our last response, the seller has already shipped a replacement unit to you under tracking number **************** by Canada Post.

Returns for a full refund can only be offered within our 30 day return/exchange policy period. Please see the below link for more information about our return policy:

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

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/06/2024

Complaint: 21861735

I am rejecting this response because:
This issue needs to be escalated to someone higher. There is clearly a reading comprehension issue.
I have opened a new tablet that I bought from Best Buy directly BECAUSE I was TOLD I was getting a REFUND. I now have TWO tablets when I only needed ONE. I am starting to become EXTREMELY ANGRY with how this has been handled. There have been times when I have DIRECTLY purchased items from Best Buy, instead of ****** or other retailers, and am a Geek squad Whole Home member. My brand new ****** I could have bought at ****** for slightly less and received double warranty, but was having Geek squad install it so I bought from you guys. I have several 4K TVs that I bought directly from Best Buy, and I just had you guys build my brand new gaming PC.

The level of service and s**** *** in regards to the tablet purchase is unacceptable. Its not my fault the seller resent the tablet, while Best Buy management sat on their hands and did nothing when I was told THREE TIMES I was getting a refund. I have asked you to listen to the calls several times, but not once have you indicated that you did or even cared to. Now I am LIVID. If this issue is not rectified, I will be taking this matter further and am not going to let it slide. You can also be sure, I am going to remember this when I need to upgrade my expensive gaming laptop, tvs, and other electronics, and will be considering purchasing elsewhere. Not happy with this service at all and I will be voting with my wallet in the future.

Sincerely,

***************************
Business Response
Date: 03/07/2024
Hi ********,

Thank you for your response!

Unfortunately, this is the highest level of escalation that your case will receive.

Please note, our team has already come to a decision and unfortunately, we will not be able to offer you a refund at this point. This case was initially escalated to us as a warranty issue and as previously mentioned, we do not offer refunds on warranty claims. Our team has already taken the appropriate steps and has issued you a replacement under warranty.

Returns for a full refund can only be offered within our 30 day return/exchange policy period. Please see the below link for more information about our return policy:

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

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Initial Complaint
Date:18/06/2024
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 was charged in error for a geek squad membership that I had cancelled a year prior.I spoke to support who said charges wouldn't go through and Id get my money back. The sent me a email stating this.However, They kept my money, and did not return it and have not contacted me since. I went to a store they said it could only be resolved online. They have been unreachable. I have sent multiple emails with NO response. I just want my money back.Any Membership cancelled and for Best Buy Geek Squad to follow up with me. I want to have assurance this will NOT happen again.
Business Response
Date: 19/06/2024
Hi ******,

We have received your case in regard to a complaint made to the Better Business Bureau regarding a refund of the annual renewal cost on your account.

I have reached out to our Geek Squad Team to take a further look at your concerns and they have advised that they have received your cancellation request on May 31, 2024. As this refund was not automatically triggered, the team has manually processed the refund as of today and the full refund for the amount of $251.99 should be reflected in the next 3-5 business days.

If you have any further questions or concerns, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 21/06/2024

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 making sure my money was returned. In the future it may be helpful for Best Buys customers to be able to discuss billing issues in stores with Geek Squad.
I appreciate your response to my complaint.

Sincerely,

*********************
Initial Complaint
Date:17/06/2024
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 supplied and installed a dishwasher I purchased from it. The unit was installed by Best Buy on April 21, 2024. The unit failed within 30 days of the install and would no longer power on. Best Buy was contacted. They said the manufacturer had to be notified. The manufacturer was notified and they sent a contractor. In order for him to access the machine the countertop had to be cut through at the top . The contractor attended and noticed that the unit was not powering on because a wire had come loose or was not properly installed or the junction box had failed. The junction box was replaced. A contractor then was hired to seal the now damaged countertop. When he did so he noticed that the unit was not properly affixed and was not level. It has simply been pushed into the spot by Best Buy. The unit was unstable and dangerous. Best Buy was immediately notified and asked to fix the problem. Weeks have now passed and they have not taken any steps to remedy the situation. In the meantime, in addition to the damaged countertop, there is now damage to the wood floor due to the dishwasher moving forward. The bracket at the bottom of the unit has broken off due to tipping forward. There are scratches likely developing under the plastic coating to the unit. In addition, I hurt my right foot yesterday when the unit fell on top of my foot while being unloaded, and my fiancee hurt her right hand and wrist today while unloading the machine when the machine tipped forward and jammed her hand between the machine and the countertop Best Buy has to date done nothing to fix the problem or even scheduled an appointment. Best Buy has been notified there is a concern the water line could come loose and cause a flood.
Business Response
Date: 24/06/2024
Hi *****,
We have received your case in regard to a complaint made to the Better Business Bureau.
Quick Contractors has an ongoing Claim regarding this issue and has provided me with additional information as of Friday, June 21st, 2024.
Quick Contractors has informed me that they had sent a technician out to your home to further investigate the issue.

They have outlined that the reinstallation of the unit was refused. They have also notified me that the unit has no damage and therefore compensation of a replacement cannot be made. As you had asked them not to complete inspection, they were unable to validate the ongoing issues.

The ***************** at Quick Contractors will be reaching out to you again to go over their visit and further compensation will be offered at this time for the initial installation job. I will be following up with them to ensure they have reached out to you with instructions and options as we work towards a resolution.
Thank you,
Kaila
The Best Buy Team

Customer Answer
Date: 25/06/2024

Complaint: 21858405

I am rejecting this response because:
As you can see from the attached the unit is not undamaged (unfortunately it would not let me upload anything though it is in jpg format and less than 8 mb in size. The bracket broke off due to the unit being unsecured when installed. The unit also powered off and the junction box had to be replaced as the wiring had either come loose or was erroneously installed. I have no way of seeing what damage may have been sustained to the interior of the unit and this was a brand new unit where no loss of power should have occurred. I also paid Best Buy additional funds for an extended warranty. I paid them to install the unit as part of the purchase.
Best Buy was aware I was asking for the unit to be replaced before sending the contractor and they advised me that they were only coming for insurance purposes to do a damage assessment.
This was a brand new unit and there is no reason why Best Buy could not install it properly so that no loss of power would have occurred. I now have damage to my floors and countertop due to the junction box repair that had to be done after the unit was negligently installed. I have attached a photo showing the broken bracket that was placed inside the unit by the individual who did the damage assessment who also told me I should not use the unit.

I have never seen a business supply an appliance that failed within a month due to their own negligent installation, has now been unsecured for the better part of 2 months, and yet refuse to fulfill their side of the bargain, which was to supply and properly install a new dishwasher. I now have a broken dishwasher that I have been specifically told not to use by Best Buy's own agent when he attended here to look at the damage. I would have never had this kind of experience with Best Buy in the past, which is why I purchased the product from them trusting that if there was any issue they would take steps to resolve it.

Sincerely,

*****************************
Business Response
Date: 04/07/2024
Hi *****,
I understand the frustration and know you had made this purchase in good confidence.
I have followed up with Quick Contractors and they have advised me that they have not been in contact with you since last week and would like to further discuss potential compensation for the counter and flooring. They have sent me the photos that were taken upon inspection, and I have since forwarded these to our internal team. A new claim has been opened up with us, which will be working in tandem with Quick Contractors.
They have advised me that further validation was refused but will still be able to contact you again to discuss further options if you would like. As of right now, both claims are active.
Thank you,
Kaila
The Best Buy Team
Customer Answer
Date: 05/07/2024

Complaint: 21858405

I am rejecting this response because:
The response being provided is not at all what I am actually being told by the business. There have been no offers of compensation.
It is now over two months and I still do not have a new functioning dishwasher that has been properly installed. When their subcontractor came to look at the machine he took photos of it as well as of the damage to the countertop and floor. I have not been provided with any of these photos or any notes he took. Instead of providing compensation they insist the individual who took the photos was somehow denied the opportunity to inspect the machine and now want to come and look at it again. I have already taken two days off work, as the first time their subcontractor cancelled on the day of the appointment, and the second time came at almost 5 p.m., so that I had to wait at home for nearly 5 hours for them. There would of course be no advantage to me in denying inspection when I have set aside two days of my time for them to do this . The issues with the machine are known to them (a) there was a power failure to the machine due to the negligent installation within 30 days and I am concerned there could be damage to the internal components including electronics due to this (b) there are some small scratches to the machine now due to the machine rocking back and forth as it was not at all secured, (c) there is a broken bracket that was placed inside the machine by their own subcontractor who told me not to use it. I have explained to them that as I have already had damage to my home if I proceed to secure this machine in place, which I already know has had damage, and it fails down the road then I am back to having to go through the whole thing again, taking apart cabinets and floors so the machine can be put in place, which is why I am trying to resolve this now before so I can have a new undamaged machine in place before I take those steps. Perhaps there is some kind of issue between Best Buy and its own subcontractor where they are being given incorrect information.
Thank you for your assistance with this matter. It would be great if I could see the photos they took.

*****************************
Business Response
Date: 10/07/2024
Hi *****,
I am following up to your message. I want to confirm that I have received the correspondence between you and Quick Contractors in your forwarded email.
I would also like to confirm that our internal team has opened up a line of communication with Quick Contractors and are working closely with them. I understand the hesitancy to have it reinstalled as offered by Quick Contractors and will push to see if any alternatives can be offered. As both claims are in active status, I will be unable to change the initial inspection findings that were recorded and sent to us. This being that the additional claims cannot be validated at this time.
Please know your case is still ongoing as Quick Contractors and Best Buy work to offer a resolution.
Thank you,
Kaila
The Best Buy Team
Customer Answer
Date: 16/07/2024

Complaint: 21858405

I am rejecting this response because:
The business has provided assurances which have alternated with refusals to take action and resolve the issue. There have been no actual steps taken to replace the unit and properly install it, which would be straightforward.

Sincerely,

*****************************
Business Response
Date: 25/07/2024
Hi *****,
Quick Contractors has made their offer based on the assessment they were able to complete and the information they currently have.
They have informed us that further discussions can be held and are willing to keep this claim open. I have provided them with the correspondence we have had and will continue to do so.
Thank you,
Kaila
The Best Buy Team
Customer Answer
Date: 30/07/2024

Complaint: 21858405

I am rejecting this response because:

No offer has been made. The responding party is simply seeking to avoid a negative business review.
Sincerely,

*****************************
Business Response
Date: 09/08/2024
Hi *****,
Based on internal correspondence, and Quick Contractors' investigation on their end, they have confirmed their offer of a reinstallation. They have also made note that further discussions can take place regarding the initial installation job which includes compensation within reason.
They have also communicated to us that further validation is needed and was not completed during their assessment. Please note that this issue has been passed to insurance and you are able to pursue this at your own discretion if Quick Contractors' offer is unsatisfactory.
Thank you,
Kaila
The Best Buy Team
Initial Complaint
Date:17/06/2024
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.
We purchased an extended warranty through Best Buy for our fridge on Oct 30/2021 for 5 years On April 19/2024 I called Best Buy to make a warranty claim that my fridge was not cooling correctly. Since then we have had 6 service calls by 2 different companies. The control panel has been replaced twice. As of June 16/2024 we still do not have a functioning fridge and are waiting 3-5 business days for Best Buy to contact us. Due to our fridge running to warm for the past 2 months we have black mold growing through out seals of the doors and on the doors Best Buy was informed of this on June 14/2024. This has now become a health hazard to my family including 3 young children.
Customer Answer
Date: 17/06/2024
We are looking to get a replacement fridge or enough of a store credit to buy a new one.
Business Response
Date: 19/06/2024
Hi ****,

We have received your case in regard to a complaint that was made to the Better Business Bureau for the extended warranty on your fridge.

We have reached out to our Geek Squad team for more information and what they have advised is that two repairs have been completed as well as one visit where they found no fault with your unit. It looks like you had reported on June 15, 2024 that the fridge was still not working.

Our team has advised that they are currently awaiting the completion of the latest diagnostic before they can determine whether an exchange is required. Unfortunately, without this diagnostic, our team will be unable to advise on the next steps.

If you have any questions or concerns, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 20/06/2024

Complaint: 21857834

I am rejecting this response because: this has been going on for 9 weeks with no resolution and the fridge is still not cooling . We have had 2 different companies out and 6 visits. Now because of this going on for so long there is black mold growing in the door seals. The 2 companies have both fixed the same part. According to the geek squad our fridge meets your no lemon claim within the warranty.

Sincerely,

*********************
Business Response
Date: 27/06/2024
Hi ****/****,

Our Geek Squad Team has advised that an exchange has been approved on your unit as of June 25, 2024. The store should be receiving this request shortly and will be reaching out to you directly to have the exchange arranged. Please allow several business days for our store team to receive this request and reach out to you.

If you have any questions or concerns in the mean time, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 04/07/2024

Complaint: 21857834

I am rejecting this response because: they offered me a exchange then reneged on the offer. They gave me store credit for my original purchase price with no consideration to inflation. We could only purchase a floor model with the provided budget. Best buy would not deliver the fridge or take away the old one. We had to borrow a vehicle to accomplish this. I have yet to receive any apology from best buy for this 10 plus week fiasco.

Sincerely,

*********************
Initial Complaint
Date:17/06/2024
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.
Best Buy sold me a bunk *********** that burned out in just a year and a half after purchasing. They claim these **'s last 6+ years on average but if you look online you can see by other people's testimonies this is rarely the case. Either way they told me they would replace it and then when I brought it to the store they reneged on the offer and told me they would send 'feedback' and sorry for the inconvenience. Chat below. I have left the ** at their location at ************************************************************* ON which completes my end of the agreement, now they need to fulfill theirs.
Business Response
Date: 18/06/2024
Hi *******,

Thank you for your purchase with Best Buy. We have found your order and we are very sorry to hear the condition of the product and we apologize for all the inconveniences you have experienced because of this.

A case has been created for you (********) to assist you with Fulfillment Inquiry. One of our Customer Experience team member will be in contact with you shortly to assist.

Thank you for bringing this to our attention.

Thank you,
Best Buy Customer Experience Team
Initial Complaint
Date:14/06/2024
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.
On May 2 2024 I purchased a washer and dryer for just over $1554.83. I didn't love that the next delivery date was June 10, 2024. But I was willing to wait, Sunday I never got a call for my "window' from their ******************* Refusing to be at the mercy of Best Buy for 14 hours, I called Best Buy's home delivery customer service. WHAT A NIGHTMARE!!! They told me SEVERAL times they NEVER deliver on Monday's. Which was interesting, since their website allowed me to book it, but fine. I spent most of my morning trying to figure out how to get the washer and dryer sent. In the end I was told "you just need to wait and hear from the delivery company". The delivery company called at 530 pm to say they weren't coming (on the day of supposed delivery, no less). And since they ONLY deliver to my area on Mondays, I would need to make myself available June 17 2024. At this point I am livid. They will not cancel the order and refund the whole amount. They said since it's shipped I'm not entitled to a refund. I am saying that they have had over a month to figure this out. I called on Tue June 11 to call and cancel the order, which the customer service rep said she did. She lied and they're now refusing to refund.
Business Response
Date: 14/06/2024
Dear Valued Customer,

We have received your complaint regarding your Best Buy Order Number: **********. A refund of $1,554.83 has been processed, and you will see this credit reflected on your statement within 3-5 business days.

Additionally, in light of the situation you have experienced, we completely understand your frustration and disappointment. As a gesture of goodwill, we have offered you a $50 E-Gift Card and have informed you of this via the email address we have on file. If you accept this offer, please kindly reply to the email and let us know.

Once again, we sincerely apologize for any inconvenience this may have caused you.

Have a good day!
Best Regards,
The Best Buy Team
Initial Complaint
Date:12/06/2024
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.
Signed up for a Best Buy membership Dec ***************************************************************** at all I was signing up for the year and if I cancel I would be chafed for whatever I owe for the year. I happened to cancel June 2024 and I was told my credit card would be charge ****** balance of the 12 month term left in contract. Best Buy is not being clear what they are telling customers what I was told from the store month to month membership not signing up for 12 months if that was the case I would not sign up from the start.
Business Response
Date: 13/06/2024
Hi *****,
We're reaching out to follow up on your request to cancel your monthly protection plan.

When signing up for the service plan we can confirm that the following information was provided:

1. At the time of the sale, the customer must agree to the program Terms on the Signature Pad when signing. At that time the customer can request to see the Terms and Conditions along with the 30 day cancellation window and the service recovery fee that is required to cancel before the first year of the service has been completed.

2. We have documentation readily available in-store that openly shows our Service Fees.

3. When the customer provides their email address we send them a program Welcome Email. This email contains a chart of the Service Fees, explains how to make a Service Request and includes a link to the Terms and Conditions.

We are sorry that this is likely not the response you were hoping for but I hope that it does offer some additional clarity on the situation.

Regards,

The Best Buy Team

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