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.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

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:07/06/2024

  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 placed an order for an iPhone 15 Pro *** on May 25th at Best Buy, and it was delivered to the concierge on May 29th. I went to the concierge to pick up the package that day, and on the way back to the room, I felt that the package was very light, not like the weight of an iPhone. Just in case, I recorded the whole process of unpacking the package. After unpacking it, I found that the package did not contain the iPhone 15 Pro *** I purchased, but an Aripods, a piece of advertising paper and filler, and there was not even a paper receipt. So I contacted the customer service online at ******************** to explain the situation. The customer service initially told me to go directly to the store with the wrong item for replacement. Later, when I asked for the details of the replacement, the customer service changed their words and said that I could not go directly to the store for replacement, and I needed to wait for their news and then decide the next step. From May 29th to today, June 7th, I have not received any updates from Best Buy to solve the problem of receiving the wrong item. I need your help. As a consumer, I am already very painful to receive the wrong item, and Best Buy has not been handling this problem for me, which makes me even more painful.

  Business Response

  Date: 10/06/2024

  Hi ***,
  
  Please accept my apologies for the delay with responding. 
  
  I have attached a return shipping label to this email. Kindly use it to ship your wrong item back to our warehouse. Once they receive the unit back, they will complete another quick investigation to see if they can approve the refund. 
  
  Kindly follow the below instructions to prepare your shipment for return:
  
  1. Include any documentation inside your return packaging.
  2. Ensure your parcel is securely packed, wrapped and reinforced.
  3. Affix the return label to the largest side of your parcel.
  4. Mail your item at a *********** or drop it in a street letter box.
  
  Let me know if you have any questions, otherwise I will follow up once the warehouse team has concluded their investigations. 

  
  Kind Regards,  
  
  ****
  Customer Care Associate
  ********************** 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 21816591
  
  I am rejecting this response because:

  I have returned the wrong item to Best Buy on June 10 according to the return label provided by Best Buy, and it has been delivered. So far, I have not received any refund update from Best Buy. I hope Best Buy can process the refund as soon as possible.
  
  Sincerely,
  
  *************

  Business Response

  Date: 20/06/2024

  Hi ***,

  Thank you kindly for your continued patience while our depot team investigates your wrong item claim. I will follow up with the depot team to see if they can prioritize your investigation. 

  Thank you once again, and once I have the investigation results I will follow up with you over email. 

  Kind ************************************************* Associate
  ********************** 

  Customer Answer

  Date: 21/06/2024

   
  Complaint: 21816591
  
  I am rejecting this response because:
  Best Buy received my return on June 12 and promised to give me a refund update within three to five working days. But so far, it has exceeded their promised period and there is still no refund update.

  So I am forced to continue waiting, and I dont know how long I have to wait for this issue to be resolved. Best Buy has made me wait for more than ten days before returning the product, and they were also investigating during those ten days. I dont know what the difference is between the investigation of those ten days and this investigation.

  In general, I have been waiting for nearly a month. This issue has not been resolved yet.
  Sincerely,
  
  *************

  Business Response

  Date: 27/06/2024

  Hey ***,

  You had confirmed that you had received the refund on June 25th. Can you let me know if this was not true?

  Kindly let me know. 

  Kind ************************************************* Associate
  ********************** 

  Customer Answer

  Date: 28/06/2024

   
  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:05/06/2024

  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 went to the store to purchase some razors gold gift cards and they said they had none but I could purchase them online so I did and waited for hours and finally the codes came through and everyone of them were used telling me that they have an internal problem with someone stealing these codes before they get to the customers email so I spent 1650$ on cards and would like a refund or compensation as I was never warned about the return policy and expect to be paid back for my inconvenience

  Business Response

  Date: 07/06/2024

  Hello ***,

   

  We are reaching out to you to follow up on your BBB Complaint ID: ******** as requested by our Best Buy US Executive Team.

  
  Thank you for reaching out to us with your inquiry surrounding your gift cards.

  
  We are terribly sorry to hear about the difficult situation surrounding the access codes on your recent Razer gift card purchase.
  
  As soon as third-party gift cards are sold and dispatched, support for these cards must be fulfilled by the party to which they belong. In this case ***** is responsible for all support at this time.
  
  We strongly recommend you reach out to the Razer directly to escalate the issue and resolve the situation.
  
  In this situation we are unable to assist further with your request.
  
  If you feel as if your safety or privacy has been breached due to fraud, we advise you take the following precautions:
  
  File a police report
  
  Contact your financial institution and credit bureau(s) to report the fraudulent charge(s)
  
  Report the incident to the Canadian Anti-Fraud Centre
  
  Report the email to your email provider as spam/phish
  
  Block the email address or caller number
  
  Scan your devices with trusted anti-virus software or
  
  Have your devices checked by a trusted IT professional for malware
  
  Consider changing your passwords for any accounts you believe are compromised
  
  More information on these types of scams and what to do if youve been the victim of fraud are available from the Canadian Anti-Fraud Centre:
  
  ************************************************************
  
  Thank you once again for reaching out,

  The Best Buy Team

• Initial Complaint

  Date:29/05/2024

  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.

  May 8 -Ordered a tablet ($240) on the best Buy website, payed and gave my address for delivery.May 13- *** left a note at my door as I missed the delivery which happened while I was at work May 13- Called *** and asked if it was possible to either change the delivery address (send it to work) or give me heads up for delivery so that I can stay at home to receive it May 14- *** sent an email stating that my package was to arrive May 14 between 13:30 and 17:45. I took the afternoon off at work to wait for the package. Package never arrived May 15 to May 25 I was out of the country (I needed the tablet for this trip)May 25- I returned home and there was no note of attempted delivery. I drove to Staples (Which is the designated drop point for *** and they told me that my package was still in transit.May 27- Drove to Staples again and they confirmed that *** has lost the package May 27 - Called Best buy asked for refund. Best Buy stated that this was sold trough a third party ******** but they were going to place a request. I was told to wait for ******'s email.May 28 - ****** sent email stating that they were going to track the package May 29 - ****** sent email asking for my feedback regarding the provided solution. - Emailed ****** asking for a refund - ****** writes back stating that they have contacted *** and the package was being held at a pick up point as per my request (!) -Contacted ***, they confirmed that my package is missing some scans/info and as a consequence it is most likely lost. *** offered to open an investigation. - *** stated that the investigation will take 10 business days I requested ****** and Best Buy a full refund, They have no answered

  Business Response

  Date: 30/05/2024

  Hello ******,
  
  Thank you for your online purchase. We have located your order, and we sincerely apologize for the delay and any inconvenience it has caused.
  
  Since your purchase was made through MarketPlace, a case (********) has been created for you with our Customer Experience team to coordinate with MarketPlace support that would be able to connect with the seller directly. A member of our Customer Experience team will contact you shortly to assist.
  
  Thank you for bringing this to our attention.
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 03/06/2024

   
  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:24/05/2024

  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 Dishwasher on Apr 28 2024 (KDTE204KPS) that was delivered on May 3rd. We left town for a week and on return opened the package only to find that the face of the dishwasher had been dented on delivery. Contacted Best Buy on May 13 by phone to indicate the issue as they have a policy to replace any damaged items within 30 days of delivery. They said that they would follow-up asking for photos which we provided the next day. From there they offered us $150 gift card which we did not accept as we want the damaged item replaced (or the face panel of the dishwasher replaced with a non-damaged one). After this its been a run around contacting Best Buy. I didn't hear back for 3 days at which point I called to follow up. They told me that they would provide action on my case. Again, I didn't hear back. I called again and explained the situation - we agreed upon having a service technician to our place to replace the damaged front panel of the dishwasher. I was dropped from the call before being able to schedule the service. I called back again after being dropped and was helped by a woman who got in touch with the agent assigned to my case - they said that I would hear back that day with scheduling options. I didn't hear back and called in again a few days later to check the status. They emailed back with incident number ******** to schedule the technician (this was May 20) and that I would hear back in 24 hours. I didn't hear anything and emailed back on Wednesday indicating that I would be escalating this further if I didnt hear back in the next few days. Still nothing. At this point - we just want to have our damaged dishwasher repaired (the front plate replaced) and be done with this. It's been absolutely horrendous dealing with Best Buy and the lack of communication regarding this replacement. Given the amount of time we have had to commit to this I think only fair we are also compensated by the company for our time.

  Business Response

  Date: 27/05/2024

  We are truly sorry for the lack of follow-up on this matter. I assure you that I have contacted the department responsible for scheduling the technician to repair your dishwasher, and I will personally follow up until the repair is completed.
  As for compensation, please allow me to offer you a $50 gift card as a gesture of goodwill. While it does not fully make up for the wait, I hope it can slightly improve your experience with this situation.

  Customer Answer

  Date: 03/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory. We have been contacted by the repair team and will be scheduling an appointment - they are awaiting a part to perform the replacement. That being said - they have offered a gift card but they have not reached out with details. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:23/05/2024

  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 made nine orders using gift cards. (The system only allows two gift cards per order.) My orders were cancelled for "security reasons". Please send me a cheque for the total value of my gift cards ($518.46), as Best Buy does not want to honor them for merchandise.

  Business Response

  Date: 24/05/2024

  We have thoroughly reviewed your orders and can confirm that no charges were applied as all orders were canceled due to security reasons. At Best Buy, we reserve the right to cancel any order that fails to meet our security guidelines. As such, your request for any amount is hereby denied. This matter is not related to honoring Gift Cards for merchandise but rather involves a series of purchases that were unauthorized due to non-compliance with necessary security protocols.

  Furthermore, generating a refund for Gift Cards is not feasible. We invite you to review our Terms and Conditions available on our website for more information.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 24/05/2024

  Since the products I ordered are no longer available for preorder, I request that Best Buy either reinstate my preorders or refund me in cash.

  Business Response

  Date: 28/05/2024

  The reason for the cancellation was due to security concerns. Placing nine orders within one hour for the same product triggered our system to flag it as potential reseller activity, which is why the cancellation is fully justified. However, you are welcome to place your order again, and I am willing to honor the price you had on one of your original orders, provided it is for a single item. Once the item is shipped, I can refund you the original $100 pre-sale discount. Alternatively, you can purchase the item in one of our stores, and if you pay with a credit card, I can adjust the price for you.

  Regarding your request to exchange the Gift Cards for cash, this is not allowed, as stated clearly on our website. Gift Cards are non-refundable, so we must deny this claim. Nonetheless, I maintain the offer to honor the pre-sale price for one item if you place your order again.

  Customer Answer

  Date: 30/05/2024

  Hello,
  This answer doesn't make sense as the item I preordered is no longer available and is out of stock. Also, it is not possible to spend all my 6 gift cards on only one of these items. I have 6 gift cards: one of $250 (gift card #1), one of $25 (#2), one of $93.46 (#3), and three gift cards of $50 each (#4, #5, and #6). To spend all my gift cards, I would need to buy at least 4 of these products, as BestBuy doesn't allow the use of more than 2 gift cards per order, and each item costs $229.94, tax included.
  1st order: Gift card #1 (partial); 2nd order: Gift cards #1 (partial) and #2; 3rd order: Gift cards #3 and #4; 4th order: Gift cards #5 and #6.

  Business Response

  Date: 04/06/2024

  We regret to inform you that we cannot approve your claim at this time. Our policy of limiting online gift card purchases to two per customer is in place to ensure that everyone has a fair opportunity to purchase the products they want. We take this policy very seriously, and we believe it is essential for protecting our customers from unfair practices.

  We understand that you may be frustrated by this policy, and we apologize for any inconvenience it may cause. However, we hope you can appreciate that we are committed to providing a fair and equitable shopping experience for all of our customers.

  As an alternative to a refund, we would be happy to help you consolidate your gift cards into one or two electronic gift cards. This would allow you to use your entire balance on a single purchase. If you would like us to do this for you, please contact us and we will be happy to assist you.

• Initial Complaint

  Date:21/05/2024

  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 am reaching out in regards to ****************************** seller Gadget Source who are actively practicing false advertising, deceptive marketing and several other violations of Consumer Protection Acts and The Canadian Anti-Competitions Act. I originally purchased a Mac from them that was advertised to be in excellent condition. A day after I had purchased it, the seller had reached out stating they actually don't have that one in stock but would send me one in a different colour and guaranteed it to be in excellent and in the same condition as the one I had originally ordered. When the laptop arrived, it was very far from in excellent condition. Upon reaching out to the seller, they were not willing to come to a fair and equal resolution. If you check the reviews on the seller and bestbuy, there are several other similar stories of people being scammed by these two sellers. I'd be happy to attach all proof and documentation upon request! Thank you in advance for taking the time to look into this matter. I hope no other person will be scammed by best buy and gadget source!

  Business Response

  Date: 23/05/2024

  Hi ******,
  
  We understand that the matter has been discouraging, and we are genuinely sorry for the frustration caused. 
  
  We will happily take the unit back. Please use the return shipping label that was provided to you by the Seller on April 23. If you need a new label, please let me know and I can arrange to have another issued upon your confirmation.
  
  Once the unit is received back, a full refund will be issued to your original method of payment. 
  
  Should you have any questions or concerns, please let me know. 
  
  I look forward to hearing from you.
  

  Kind Regards,

  Isis

  The Best Buy Team

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21738003
  
  I am rejecting this response because:
  
  As I mentioned before, I will take the device to a certified ***** Care Technician to perform the repairs necessary, to whom you will pay the full bill amount, in under one business day as opposed to causing further damages due to the falsely advertised, misrepresented, defective, poor condition device you had sent in the first place. This is the fairest resolution to the matter. 
  
  Sincerely,
  
  Hailey Brontide

  Business Response

  Date: 28/05/2024

  Hi ******,
  
  Thank you for your response.
  
  Regrettably, we are unable to accommodate that request. As mentioned, we are more than happy to take the device back and have a full refund issued to you upon its return so that you can purchase a device that better suits your needs.
  
  Im sorry we cannot meet your expectations regarding this.
  
  Kindly note if you bring your laptop to Apple for repair, it may void your Seller Warranty and, additionally, we will not be held responsible for service charges Apple may charge.
  
  If you need a new return shipping label, I can have one issued to you upon your confirmation. 
  
  Please let me know if you have any questions or concerns.
  
  Thank you for your understanding.

  Kind Regards,

  Isis
  The Best Buy Team

  Customer Answer

  Date: 31/05/2024

   
  Complaint: 21738003
  
  I am rejecting this response because:
  

  I'd be happy to send the device back if ******************** is going to pay damages for time missed with work due to them negligently misrepresenting their product. 

  
  Sincerely,
  
  Hailey Brontide

  Business Response

  Date: 04/06/2024

  Hi ******,

  Thank you for your response.
  
  Im deeply sorry, but we will not be able to accommodate that request. However, as a one-time good will gesture, we would be happy to offer you a 10% discount up to $100 on a future online order sold and shipped through Bestbuy.ca, excluding Apple (including Beats by *********), Marketplace items, Bose, Bosch/Miele, Gift Cards, GSP, All Gaming Consoles/Bundles,Graphics Cards and bundled items, due to the inconvenience caused.
  
  Please let me know if you send the laptop back so I can request the Seller watch for the return to avoid any further delays regarding your refund.
  
  If you have any questions or concerns, please let us know.
  
  I look forward to hearing from you.

  Kind Regards,

  Isis

  The Best Buy Team

• Initial Complaint

  Date:21/05/2024

  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.

  Do not buy Geek or Bestbuy protection. They have had my phone for a month, when I purchased the protection I was told no issue replacements next day service a total lie. At one point I was asked to give ******* to have a replacement sent to me! Please by the carrier insurance, Bestbuy are crooks and liars. Warning again it was a terrible mistake purchasing this protection. Use the carrier plan. My issue is yet to be resolved.

  Business Response

  Date: 21/05/2024

  Hi ***,
  
  We have received your case in regard to a complaint made to the Better Business Bureau.
  
  In order for us open an investigation into your claims, we will need more information from you. Please provide us with a copy of your purchase receipt for the protection plan or provide us with the **** number from the receipt. As you have mentioned in your complaint that we have had your phone for months, can you please advise which store your phone was dropped off at so we can look into this further?
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:20/05/2024

  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.

  Purchased a washer and dryer on November 9 2023 for a total amount of 1161,23$. The washer broke on May 17 2024. Heres what Ive done to try and fix the issue (all done on May 17): - I contacted Best Buy customer service to ask for a technician to fix it or to exchange, as I have a 1 year guarantee on the product. The agent said I have to contact the maker (insignia) as they are responsible and not Best Buy. - Reached out to the number I was given and after a long phone call, the agent at Insignia said they can only help customers from the ***. - I called back the customer service of ********************, was told to call Geek Squad to schedule a technician to come fix the machine. - 2 hour wait on the phone, the agent at GeekSquad said they only fix phones and computers and I should go in store to get an appointment. - I go to the downtown ******** store (with my 6 month old baby and 5 year old), ** told they dont take appointments at the store and that I should call customer service (the same number I had called twice)- the sales agent made the call for me and the same thing happened: was told Best Buy is not responsible and I have to deal with Insignia. - with the sales agent, I call Insignia and am told they only serve customers out of the ***. In the end, the manager said theres nothing that Best Buy can do for me. They acknowledge that I have a warranty but it seems like no one wants to take responsibility. I am now stuck having to buy another brand new washer at another store.

  Business Response

  Date: 21/05/2024

  Hi *******,

  I am ********** a ************* Associate. I am deeply sorry for the experience you had and I will contact you shortly to gather more information about the issue so I will be able to help you get the item fixed.

  Thank you,

  **********
  ************* Associate,
  **********************
  *******************************************| www.BestBuy.ca
  
  

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 24/05/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:

  due to the poor service I received saying that theres nothing Best Buy can do, I had no other choice but to buy a new washing machine. Having 2 young children, its an essential tool and cannot spend more than a week without it nor can I go in laundromats with my 6 month old baby. 
  this is why I am not interested in fixing the broken machine but getting a refund instead.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 24/05/2024

  Hi Team and *******,

  The customer wanted a refund and not a repair which is the solution provided as a partner repair center has already tried to reach out to them which is respectful of the law regarding a warranty issue.

  The case is still open on our end to provide the service required to repair the item

  Thank you,

  ************************
  Customer Care Associate,
  **********************
  *******************************************| www.BestBuy.ca
  
  

   

  Customer Answer

  Date: 27/05/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:

  i was told there was nothing to do so I bought another one. The reasonable thing to do is to refund me for the broken item. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 27/05/2024

  Hi ******* and Team,

  The item is under warranty so we need to check if it can be repaired and provide the appropriate answer.

  Thank you,

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

  Customer Answer

  Date: 28/05/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  
  i have tried to call the repair shop many times since yesterday morning. Its impossible to get someone on the line. 
  as I see that Best Buy cant respond to my request of refunding, Id like at least some help to schedule an appointment to fix it. 
  Just let me know the time and date. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 28/05/2024

  Hi ******* and Team,

  The request has been sent. The ****** center will contact you to schedule an appointment.

  Thank you,

  **********
  Customer Care Associate,
  **********************
  ******************************************| www.BestBuy.ca
  
  

  Customer Answer

  Date: 28/05/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  

  I spoke with them and the service wont be done before June 11. This is ridiculously long. How can Best Buy expect its clients to be without a washer for over a month! 
  
  Im really not satisfied with the service and therefore still demand for a refund to end this never ending chain of phone calls and messages. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/06/2024

  Hi *******,

  I understand where you are coming from and I will contact the ************* to check if it is possible to find a sooner date but for now the repair is the solution for an item under warranty especially if we did not even have the chance to check the item.

  Thank you,

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

   

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  
  I want to wait and see when the repair will get done, if the problem is fixable
  Sincerely,
  
  *******************************

  Business Response

  Date: 17/06/2024

  Hi ******* and Team,

  We are still waiting for the complete report of the technician as a second appointment is needed.

  Thank you,

  ***************;
  Customer Care Associate,
  **********************
  ******************************************| www.BestBuy.ca

   

  Customer Answer

  Date: 18/06/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:

   

  i too am waiting. I understand that best buys policy is to fix the problem but we must all agree that the whole delay is getting way out of hand. There should be a reasonable amount of time to allow for repair. Its been over a month.. nobody should have to live without washer for this long. 
  

  That being said, Im still requesting a refund of my purchase and the file could be closed so quickly!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/07/2024

  Hello *******,

  ********** is out of the office for few days. 

  I looked at your case and situation and I'm really sorry that you got a problem with your product.

  I'm quite surprised to see your rejection here. The last communication I see between you and **********, you were waiting for the technician visit. And ********** invited you to update him about the repair on June 24th. 

  I wonder what happened between this date and today. Did you receive the technician visit? If yes, what was the diagnostic? Also, in your last communication with my colleague, you mentioned your husband was about to do come tests with the hose. How ended the test? 

  Unfortunately, after 30 days we do not refund a product. If the unit is unrepairable and approved for an exchange, we can do an exception and refund on an in-store credit. But we are not yet at this stage. 

  We will do a follow-up with the manufacturer and update you. I really encourage you to pursuing the conversation with ********** to facilitate the resolution. 

  Regards,

  Genevive 

   

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21735782
  
  Thanks for your follow up. 
  

  its now been 2 months without the washer being fixed. 
  my husband did the test and it doesnt spin. Tried calling the service company but theres always over 45 mins wait. I have a 6 month old baby thats taking all my time so waiting for 45 mins is a luxury I cant afford. 
  

  i understand the store has policies but Ive only been asking for some common sense on a human basis. When an essential appliance breaks and isnt fixed after a certain time, it should be unacceptable to let a client like this. Ive tried to follow all the steps to get it fixed but its extremely long. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/07/2024

  Hi Team and *******,

  A new appointment will be possible when the item will be safely connected inside the household.

  Thank you,

  ***************;
  Customer Care Associate,
  **********************
  **********************************************************************************| www.BestBuy.ca

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 21735782
  
  Dear **********, 

  you know very well that, due to the lack of quick action from Best Buy, I had no other choice but to purchase a new ma home. You know this. As a decent and logical person, you should know that I cannot disconnect the new one just to out a broken there to satisfy best buys illogical request. 
  

  the technician had no problem with it being in my back yard as I have the right connections for water outake. 
  

  m really fed up of all this back and forth and illogical replies. All I want is a refund and if not, a credit. 

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

  Business Response

  Date: 10/07/2024

  Hi Team and *******,

  A diagnosis cannot be done outside in a yard, the item needs to be inside and correctly plugged in and connected at the time of the appointment.

  Thank you,

  **********
  Customer Care Associate,
  **********************
  *******************************************| www.BestBuy.ca
  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  

  its not like the machine is outside on a lawn exposed to everything! 
  i have an outdoor kitchen as well as laundry area with a sink and space to dry clothes. All is covered and conveniently equipped to accommodate the machine. 
  had you seen the space (like the technician did), you would understand that the area is more than convenient. 
  

  i want it fixed asap or refunded asap. This is just an excuse to reject my request and not have to deal with it. 
  

  2 months this is going and Im still counting 

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

  Business Response

  Date: 19/07/2024

  Hi ******* and Team,

  We will not send the technician back unless the item is inside and correctly connected at the time of the appointment.

  Thank you,

  **********
  Customer Care Associate,
  **********************
  **********************************************************************************| www.BestBuy.ca
  
  

  Customer Answer

  Date: 22/07/2024

   
  Complaint: 21735782
  
  I am rejecting this response because:
  
  i already told you that the machine is inside. Please send the technician asap as I have no washer!!!!!!    
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 30/07/2024

  Hi ******* and Team,

  A technician will contact you ******* to set up a new appointment, please note that the item needs to be inside and connected at the time of this appointment.

  Thank you,

  ***************;

  Customer Care Associate,
  **********************
  *******************************************| www.BestBuy.ca

• Initial Complaint

  Date:15/05/2024

  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 **** BRAVIA XR A75L 65" on January 13th, 2024 from Best Buy Burlington store #*** with the total amount of $2277.50 Before the 30 days (return/exchange) period ends I went back to the store and spoke with an agent that I started find some bubbles randomly on the screen, he basically told me to contact **** as they can do nothing at this point. I told him that I will be moving then traveling right away out of country and I would like to solve this asap.Again their reply was to contact **** first.Here I started to concern and I did some online searches, I found that there is a lot of complaints about same issue. So I contacted **** they said that since it's not effecting the performance they will not do anything.Now by the time they replied and going back and forth between **** and Best Buy the return period is over and both are not welling to helpl!!!!I paid a lot of money to get this TV and as a regular customer at ******************** I did not expect this to happen!!!All I'm requesting is a return or an exchange but I will not let such thing go.

  Business Response

  Date: 15/05/2024

  Hi Hatem,

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

  Based on what I can see in the receipt you have provided under GCID 942240113326590, your order was purchased on January 13, 2024, however, this order was fully refunded in the amount of $2277.50 in store on January 25, 2024, back to the original method of payments on this order. The refund would have been reflected within 3-5 business days of this date.

  I am unsure of what you mean regarding the claim that Best Buy is not willing to help. If you can clarify for us how we can assist you further, that would be great.

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

  Thanks,

  The Best Buy Team

  Customer Answer

  Date: 16/05/2024

   
  Complaint: 21713203
  
  Hello,
  
  
  
  what I mean that Best buy was not welling to help when we first addressed the issue within the 30 days refund/exchange. We were advised to contact **** first and that did nothing but waisted our time.
  
  Then again we visited Best buy few days ago and said same thing to contact ****. which was also not successful try as **** advised that this is not a real issue and they're not dealing with it.
  
  Now this issue is not acceptable for such an expensive/new tv and we request a refund, exchange or even an upgrade as I don't think we will be dealing with this brand again
  
  
  
  in regards the receipt, please note the there were multiple receipts as I had gift card and they did an issue and charged the whole amount form my ***** So the amount was refunded and issued again using both gift card and visa
  
  Please find the attached receipt 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 23/05/2024

  Hi Hatem,
  
  Thank you for your response!
  
  We have reviewed the additional attachments you have provided and the receipt you have attached shows the same invoice/GCID as the previous pictures. The receipt's GCID *************** shows that a full refund was issued on January 25, 2024.
  
  Can you please provide us with the correct receipts where you have indicated another transaction was done with your gift card added?
  
  As soon as you have provided us with this information, we can review it and get back to you with the next steps.
  
  Please feel free to let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 27/05/2024

   
  Complaint: 21713203
  
  Hi,

  please find attached new receipt 

  this one should be the correct one, I just got it from the store 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 31/05/2024

  Hi Hatem,

  Thank you for providing me the correct receipt. I can confirm that this is the receipt where both credit cards and a gift card was used on this purchased.

  I have opened up an investigation with the store as well regarding your complaint where you were denied a return/exchange when you visited the store within the 30 return/exchange policy period. In order for us to be able to take a further look into this, can you please advise which date you returned to the Best Buy Store in **********? 

  If you have the correspondence or email chain with ***** please provide us with a copy as well so that our team can review and make a decision.

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

  Thanks,

  The Best Buy Team

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21713203
  
  Hi,

   

  we visited the store around Feb 5th or 4th. That date was within the 30 days exchange/return period when we first bought the ** on Jan 13. Then the last receipt dated Feb 17 is when we wanted to refund to add the gift card to the receipt.

  So basically:

  1. Jan 13 bought tv from store with credit card as we did not have the gift card we wanted to use

  2. We returned back to the store on Feb 5th to complaint from the bubbles found on the screen and we were advised to call Sony

  3. We returned back to store as we received the gift card and wanted to update the payment method so they gave us the final receipt that you see dated Feb 17

   

  We only have cases number with SONY:

  Case# 09343598

  And

  Case# ********

   

   

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

  Business Response

  Date: 21/06/2024

  Hi Hatem,
  
  Apologies for  the delay in getting back to you.
  
  Our team has reviewed your case and complaint., and we we have decided to offer you an exchange as a one time exception.. In order for us to provide you with this exchange, we will first require you to provide us with some pictures of the damages to your unit that you have mentioned as well as a copy of your correspondence with **** (email and/or case number) regarding their refusal to assist further. 
  
  To ensure that the exchange will be successful, the ** will need to be placed back in the original packaging. wit hall the original accessories. Please also let me know which store is the closest location to you so that I can arrange with the store to accept your return unit and process an exchange if stock is available.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 25/06/2024

   
  Complaint: 21713203
  
  Hello,

  As mentioned before All I have from **** is a case numbers as we talked over the phone, A picture attached with the case numbers

  Case# ******** And Case# ********

  Pictures also included with the bubbles on the screens

  Our nearest BestBuy is: Best Buy, *********************************************************************************************************************

  Please let me know if I will need to provide the branch any proof that the exchange is approved and send me the confirmation via Email: *********************
  

  Also please note that we will Not be exchanging with a **** product, but we will go with another brand and will pay the difference 
  

  waiting for you reply asap
  
  ***********************

  Business Response

  Date: 27/06/2024

  Hi Hatem,
  
  Thank you for providing us with the additional photos as well as the case number for Sony.
  
  I will contact our Best Buy Store at *********************************************************************************************************************** so that they are aware that we are approving of an exchange under exception for you. I will be sending out the email to the store before the end of the day today. Please do allow the store at least 48 hours to receive this before returning to this location with your unit.
  
  Please feel free to reference case ******** for any correspondences you have has with us if needed.
  
  When you bring your unit into the store, please ensure that the ** is in the original packaging with all the accessories that it came with.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:13/05/2024

  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.

  It's utterly unacceptable to be misled and left stranded after purchasing a protection plan in good faith. On September 18, 2022, I walked into Best Buy with my twin boys and made what I believed to be a prudent decision to protect my investment by purchasing a protection plan for my ******* 55TU7000 55" 4K HDR SM television. At the recommendation of the sales staff, who emphasized the vulnerability of having such a delicate item in a household with young children, I paid CAD 200 for a 4-year protection plan. I was assured, unequivocally, that this plan would cover any physical damage, even if it occurred due to accidents, and that Best Buy would replace the ** if such damage were to occur.Tragically, my worst fears were realized when my sons accidentally collided with the **, resulting in noticeable horizontal and vertical lines across the screen. Understandably, I immediately reached out to Geek Squad for assistance, expecting the protection plan I had purchased to fulfill its promises. However, after a technician visited my home and documented the damage, I was informed that the protection plan did not, in fact, cover accidental damage. This is a blatant contradiction of the assurances provided to me at the time of purchase.To add insult to injury, when I attempted to address this blatant misrepresentation with the warranty/assurant provider, I was met with a dismissive response. Not only were they unwilling to rectify the situation, but they also refused to assist me in filing a complaint against the deceptive practices of their own staff.This is an egregious case of misrepresentation and a complete disregard for customer trust. I refuse to accept being left out in the cold after being sold a protection plan under false pretenses. It's imperative that Best Buy takes immediate action to rectify this situation and honor the commitments made to me as a customer. I demand a resolution that reflects the assurances provided to me at the time of purchase: the replacement of my damaged ** and fixed the plan as the staff told me, along with appropriate compensation for the inconvenience and distress caused by this ordeal.I will not rest until this matter is resolved to my satisfaction. Failure to address this issue promptly will force me to pursue alternative avenues to seek justice for the deceptive practices I have been subjected to.

  Business Response

  Date: 14/05/2024

  Hi ********,
  
  We are writing to inform you that we have an open investigation on the situation surrounding the service plan on your ******* TV.
  
  Please share the following information with the email we are sending to you from our ***************************************** email: 
  
      Receipt/Order Number.
      Email And Phone Number For Purchase.
      Photos Of The Units And Issue If Possible.
      The information surrounding the service call to your home
  
  As soon as we have this information, we will work to resolve the situation with the best solution possible.
  
  At the same time, if you have any questions or concerns, you can contact us at any time via this email chain. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  The Best Buy Team

  Customer Answer

  Date: 15/05/2024

   
  Complaint: 21696830
  
  I am rejecting this response because:
  I have reply to the email to Best Buy to provide the information they request, and waiting for their reply. 
  Sincerely,
  
  *************************

  Business Response

  Date: 23/05/2024

  Hi ********,
  
  Thank you so much for your patience during our investigation.
  
  Our investigation confirms that the 4 Year Protection Plan purchased at the Bay & Dundas location on September 18th 2022 does not cover physical damage to the Television.
  
  Due to the nature of the plan, we are unable to replace the ** at this time.
  
  Due to the circumstances we would like to offer you a full refund for the 4 Year Coverage at  $169.99 and the in-store Calibration $49.99 for a total of $219.98 plus taxes.
  In addition, we would like to offer you a $100 electronic gift card as additional compensation for the situation.
  
  Please confirm your email address with the email we sent you from ****************************************** we would be happy to assist further.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21696830
  
  I am rejecting this response because:
  After reviewing the details of Best Buys protection plans, I found that there is indeed a Best Buy Protection Plan with Physical Damage coverage available in-store (please check the attachment). This indicates that an error was made at the time of purchase, and the incorrect plan was selected for my television.
  Given this, I believe Best Buy should take responsibility for this mistake.

  
  i have reply the email to bestbuy and waiting for their resolution. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 28/05/2024

  Hi ********,
  
  
  Thank you so much for your patience.
  
  Our investigation confirms that the 4 Year Protection Plan purchased at the Bay & ****** location on September 18th 2022. In this situation, we can only go by the facts of what we have on the final transaction. In this case it does not cover physical damage to the Television.
  
  When signing up for the service plan I can confirm that the following information was provided: 
  
   1. At the time of sales, 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.
  
   2. We have documentation readily available in-store that openly shows our coverage scope and 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 and coverage, explains how to make Service Request and includes a link to the Terms and Conditions.
  
  Due to these reasons, we are unable to replace the ** at this time.
  
  However what we can do is still offer you a full refund for the 4 Year Coverage at $169.99 and the in-store Calibration $49.99 for a total of $219.98 plus taxes.
  
  To help with the situation, we would like to increase the gift card offer to you to be $150.
  
  To accept this compensation, please confirm that ************************* is the correct email and I can have the electronic gift card sent to you as soon as possible.
  
  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