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: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.

  On June 7, 2021 I purchased a ******* Pro 13 inch 2020 with Bestbuy open box and also purchased the 1 ******** Get 3 Years of Geek Squad Protection coverage for parts, labour, and accessories for ***** ******* Pro 13.3" w/ Touch Bar (2020) that was an extra $278. While using *******, I noticed a backlight defect on the bottom left corner of my display. When I made a research, ***** has noted this defect and had a backlight display service program for all ******* Pro 2020 13 inch. Since I purchased the protection plan, I trusted the plan knowing its an internal issue and that they can repair my ******* display. I used this ******* daily for university so I had no time to bring it in immediately as I needed this daily. Fast forward to May 2024, I finally found time to clear out all of the data on my computer and have it ready to be serviced under my protection from geek squad to have the backlight display fixed. I bring to Best Buy store on *************************************I explained my situation to geek squad rep ********* He immediately noted that theres physical damage to my ******* and that they cant help with that. I insisted that they check it cause the physical damage is not the cause of the backlight as its a known defect. ******** sent it in and kept telling me that it may not be fixable. Right from the beginning he almost refused to help.After a few days, The geek squad repair service centre calls me back and advised that its gonna cost me for repair as it cant be covered under the protection plan I originally purchase due to physical damage. Although theres physical on the bottom right of the monitor, it is not the related to the backlight on the bottom left corner as its a known defect. Best Buy refuses to repair it under my purchased protection and refuses to give me a proper solution.

  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 *******.
  
  If you can please share the following information with the email we are sending you from *****************************************: 
  
      Photos of the unit and issue.
      *********** Tag/check in information when you brought the unit to the store
  
  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: 17/05/2024

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

  I would like to drop this case as my issue has been resolved. 
  I escalated this matter to the store manager at that location. 
  The store manager ** called me back and really listened to my story and my understanding of the situation. Then ** advised me to visit the store to resolve the matter.
  When I made my visit, ** assisted me right away by getting her senior specialist ******* to help.
  ******* went over the conditions with me and found a way to help me in this difficult situation with having physical damage. 
  I really appreciated being heard and being helped. My $300 GSP did not go to waste after all.
  Ultimately, I felt heard and seen after weeks of trying to get all the matters resolved. I signed up for GSP plan again as they really turned my situation around and gave me a solution. 
  I highly recommend this Best Buy location as the service people are very helpful. 

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

• Initial Complaint

  Date:10/05/2024

  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.

  My credit card expired, for a couple months it took me to get it called in with the new card. They started charging the card again and for a year would not provide me with service when i called. Every time I called to inquire no one told me about paying back the couple months that were missed. They charged my card for almost a year before I canceled the plan due to lack of service. Might be easier to explain over the phone.... *** been promised a call back from them to resolve and they just keep shuffling me around. I never thought to call or reach out to BBB for resolutions..

  Business Response

  Date: 13/05/2024

  Hello ****

  We're truly sorry to hear that you're not having a good experience with this. Could you please provide us with detailed information about the situation and send any relevant receipts or documentation so that we can assist you properly?

  Customer Answer

  Date: 14/05/2024

   
  Complaint: 21690910
  
  I am rejecting this response because:

  I have made multiple calls and every time it's recorded. 

  I do not have access to my file on your end. Geeksquad has all the information they need and have been avoiding calling me back because they know I've been done wrong. 

  Please look up the file for the phone number ************ and you will see all the information about when my credit card was not renewed and that I called it in a couple months later. Then was denied service for a year while they charged my card every month. Not giving me service because I had missed the couple month. No one explained to me that I needed to backpay those 2 months. 
  Geeksquad has all the information in there system. 

   

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

  Business Response

  Date: 14/05/2024

  I'm sorry for all the hassle, however in order for me to assist you effectively, I would need you to please provide me with the order number you're referring to? It appears that there are multiple Protection Plans registered under your phone number, so specifying the order would help me address your concerns accurately. Additionally, could you provide a detailed account of what happened and what outcome you're hoping for? This information will enable me to better understand your situation and provide you with the assistance you need.

  Customer Answer

  Date: 14/05/2024

   
  Complaint: 21690910
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  In December of 2022 my card was hacked and shut down. 

  I received a new card but it takes time to get every auto pay back up and running. So for ******** February of ************************************************************* service. I went to call for help in march ******************************************* service anymore and gave my new credit card information. Charges started again in March of 2024. Every time I called for help I was directed to call online services for what I was never told. for the entire year I was denied service every time I called geek squad for help. Stating I needed to clear up the account. I made several attempts to call in a figure out what that meant. Every month , you were charging my card but not giving me service. No one, not once told me that it was because I had not paid the jan, feb, bill... *** reason I was being denied service was because I had not cleared up the months that my card was closed because it was hacked. I tried calling in multiple times. 

  *** dates on and around when I cancelled the membership was when someone finally told me that all I had to do was pay for those 2 months and I can get the services back again. But for almost a year you charged my card and wouldn't allow me to access the services. To be fair I should have push harder. But All anyone offered me was a few hundred bucks. Not even to meet me in the middle. I'm unsure of the legalities of taking some ones money and not providing the services. I was promised calls back 2-3 times and no one returned my calls. It's impossible to get anyone on the phone that can actually do anything without explaining myself over and over and over and now over again in this message. I left it alone for a while now as I got busy but it really isn't right what you have done. All I want is a resolution. You took almost $7-800 from me without allowing me access to the service. It should have be better explained or explained period that I needed to pay those 2 months right away when I gave my new card. 

  Something isn't right here, and until now I haven't gotten anywhere with anyone on the phone. I've now spent hours on the phone and writing these emails to get some one to do something about this. Meeting in the middle isn;t enough anymore. I know you guys are a big corp. And I don't have a lawyer. When i finally googled who I can ask about the legalities of what you've done. *** BBB came up on ******* This is the quickest response I've gotten and I still find myself having to explain things all over again.

  Check your records. *** guy at the counter at Best Buy even called in on my behalf and I think the verbiage he used was unethical.... 

  I just want my money back for the months you would not provide me with service at this point. I apologize if my dates are off but this has been going on for so long I can't get it all straight anymore. I've explained myself to at leave half a dozen of some of your very unhelpful employees answering the phones. 
  

  Business Response

  Date: 17/05/2024

  Hello ****

  I apologize for the delay in responding, but we wanted to ensure we had the correct sequence of events. We had to investigate the system and review the historical data to reach a final resolution in your case. Indeed, the payments for ******* and February 2023 were missing, which caused your Protection Plan to go into arrears, but it remained active until its cancellation. When the plan is in arrears, services are not available until the missing payments are completed.

  In our records, we found that when you called, our agents could not process your pending payments and advised you to update your overdue amount through the online portal. After that, we did not hear from you again until February 2024, almost a year later, when you informed us that you had been unable to use the services. At that point, we offered to waive the 2 pending payments to bring your account up to date, but you declined the offer and requested the cancellation of the plan.

  To provide more context, I would like to refer to the Terms and Conditions Contract, on page 4, section 7, which states:

  "NO SERVICES WILL BE PROVIDED UNDER THE PLAN WHILE ANY UNPAID AMOUNTS ARE DUE AND PAYABLE."

  I understand that this is not the outcome you were hoping for; however, we must respectfully deny this refund as it is not applicable. While we are sorry for the issues you experienced with your card, our terms and conditions are very clear and are mentioned on the purchase receipt when obtaining any of our plans or services for clarity.

  Customer Answer

  Date: 17/05/2024

   
  Complaint: 21690910
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  thats simply  incorrect, 

  I made several calls for service and was denied. I tried calling multiple times and got no where with your technicians. 
  Thats not true that I did not reach out again for almost a year, I attended the Best Buy store in ******* at least twice and called more. 
  fact check with Best Buy Chatham on how many attempts I made to access the services. 
  

  Business Response

  Date: 21/05/2024

  Please be advised that it is the responsibility of the customer to be aware of the Terms and Conditions applicable when they contract a service. The fact remains that the necessary fees to avoid falling behind were not paid, and the Protection Plan was not canceled in a timely manner. Therefore, this request has been irrevocably denied.

  Wishing you an excellent day ahead!

• Initial Complaint

  Date:09/05/2024

  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.

  I had gotten a best buy membership last year in November to help me replace my computer that got broken. I was told by the rep at time of purchasing to make sure I cancel the membership before next year before the automatic renewal process charges me again for the next year. So I then tried to get best buy to cancel the automatic renewal payment. It took me 2 days to get through to best buy canada geek squad. And when I wanted them to cancel the automatic renewal it would coast me 240$ to cancel which is the coast of an entire year of there services. This company is exploiting every customer and extorting money that they should not be eligible to have for they have not provided any service to earn the same amount for wanting to opt out of the automatic renewal of there membership. This is an unacceptable practice that needs to be investigated. Thank you for your time.

  Business Response

  Date: 09/05/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  When Best Buy Membership is purchased, you must maintain the membership for 1 year or if a cancellation is requested before the year is over, you will need to cover the difference in cost for the full 1 year. The automatic renewal the rep mentioned is the renewal for the year following the initial 1 year for the membership. You can choose to cancel after 1 year at no charge to you. As you had mentioned that you purchased the membership last November, you would be eligible to cancel the automatic renewal for the membership this coming November.
  
  A copy of the terms and conditions has been attached. Please take a look for more information on the Best Buy Membership that was purchased.
  
  If you would still like to request for a cancellation at this point, I can forward your request to our Geek Squad Team for them to reach out and assist you with the cancellation. I will require a copy of your receipt/invoice in order to do so. Please note, as you are cancelling within 1 year, there will be a charge associated with this.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 10/05/2024

   
  Complaint: 21689278
  
  I am rejecting this response because:

  Oh I understand the terms as  per the membership. and I have already canceled and paid the cost of the cancelation.

  The problem I have is how predatory this entry practise is. For the business model is banking on your members to forget to cancel their membership, so that you can then steal the renewal fee from them, and by having the period to stop the automatic renewal be the same month that the automatic renewal is to come off my credit card. Exacerbates the entire problem, especially since it took me 2 days to get through to the geek squad to even try and stop the automatic renewal. Every part of this practice is designed to try and get an extra year membership out of your members, even if they want it or not.

  For most yearly memberships that a person has, I can go to a website and just click the stop automatic renewal. At any time and then not have to worry about remembering a year later. But to do this with best buy I have to wait 1 full year to stop the renewal from automatically happening. Then I can't cancel or stop it in store, I have to phone the geek squad support line, and spend 8hrs on hold just to get someone to stop what should be a simple click of a button. This is a horrible and disgusting practice designed solely, to try and steal from your unobservant members. Not to mention when I asked to be transferred to a complaint department or a manager I was told that there is no manger on at this time and there is nowhere to complain except your satisfaction survey.

  I have bought every computer that I have owned over the last 20 years, from best buy.  but due to this practice I will never be buying another product from your stores. 

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

• Initial Complaint

  Date:07/05/2024

  Type:Sales and Advertising 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.

  date feb 22 2024 contract *********************** my issue is not what i paid in total amount but how i got duped by the sales staff into a Geek Squad membership that i did not agree to through conversation and told them specifically at least 5 times i did not want extra charges for there membership. They assured to me i was signing for a 1 month fee and if i wanted to extend it because it was only for one month geek squad would get in contact with me to see if i wanted to keep it on. i was going on there word of conversation when i signed what they told me to sign for and promised i would not have to worry about extra charges so i signed. When i checked my credit card for ***** i noticed a ***** charge then double checked March and there it was again. Everything they do is by entering codes i went back to best buy ***** 2 to tell them someone made a mistake and wanted to cancel this membership that i did not want and then they said i could cancel but the cancellation fee would be 201 dollars basically the cost of the one year fee. This makes no sense and they would do nothing for me because of my signature that was misrepresented to me. to me this is fraud and how can you charge someone 201 dollars to cancel something that cost around 275 dollars anyway so i am stuck paying for a yearly subscription i did not want because they would not back down because i signed. I think this unlawful at best i should be able to cancel at worse loose 45 dollars which is also wrong but willing to accept not 201 dollars extra to cancel makes no sense. this alone should tell you something is wrong and unlawful with this membership. Finally just wanted to repeat the sales staff assured me about no extra charges when i signed and i previously bought products with the same instructions and had no problems. Please if you could help me with this would be appreciated. ****

  Business Response

  Date: 08/05/2024

  I am sorry to hear about your recent unsatisfactory experience with your purchase. In order to move forward and reach a fair resolution, I kindly request your assistance in providing a photograph of your purchase receipt, along with any contracts or documents you may have signed.

  With this information, we will conduct a thorough investigation in our system and at the store where you made your purchase to address your concerns effectively.

  Your cooperation in this matter is greatly appreciated, and I assure you that we are committed to resolving this issue promptly.

  Thank you very much for your assistance.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21666085
  
  I am rejecting this response because:
  I do not have any sign documents what i signed was on there computer screen which i received no copy of and i went into the store on april 29 monday around 4:45 to complain about the extra charge on my credit card which they pulled up a receipt and they refused to do anything about it. They should have me on camera since i was very upset and yelling at them for there lack of them deceiving me on there membership charges. I also called Geek Squad which is part of Best Buy and they created a ticket ******** which i am still waiting a response from them, and not holding my breath on that either since no feedback as of yet on my created ticket from them. Obviously there sales staff needs more training on how to enter the proper codes they input into the computer which i have no control of because that is the only explanation how i got deceived because they promised me no extra charges once i purchased the *** I repeated this this several times during our transaction that i would not be charged for any kind of membership fees and the sales staff said no problem i would not have any extra fees. There receipts that they give you is almost 3ft long can not copy that. Give them my email address ****************** and they should know who i am. 
  Sincerely,
  
  *****************

  Business Response

  Date: 09/05/2024

  After thorough review, I have located the contract associated with your purchase. Please note that your purchase receipt contains printed terms and conditions, clearly indicating that by completing the transaction, you accepted the Best Buy Protection Plan Terms and Conditions. These terms outline the cancellation procedure.

  Attached to this letter, you will find your purchase receipt, a screenshot highlighting the section of the receipt detailing the information mentioned above, and a PDF document containing the full terms and conditions.

  It is important to understand that in this case, we are unable to cancel your membership without additional charges. You have accepted the terms outlined in the receipt, which constitute a contract between Best Buy and yourself. Furthermore, you were provided with a 30-day grace ****** for cancellation without penalty, and it has been over two months since your purchase.

  Unfortunately, we must decline your request as there is a contractual obligation involved. Not reading the terms does not exempt you from them. Additionally, we have found no evidence of abusive or misleading practices in this transaction, as it is clearly stated in writing that you have a 30-day grace ****** after purchase for cancellation and a full refund.

  Customer Answer

  Date: 13/05/2024

   
  Complaint: 21666085
  
  I am rejecting this response because:
  I got re-angered with the latest response from Best Buy. They are taking no responsibility or even mentioning how their sales staff were the ones who promised me like i mentioned 5 times i would not have any extra charges. Their PDF they sent you is a joke because the cash register type receipt they gave me which i mentioned earlier as well which is 3 feet long with no signature on it but yes i signed something is such tiny print i can barely read. Yes i am older and wear glasses. There PDF they sent you is at least 3 times bigger then the original receipt i got. If i had gotten something like that with larger print i probably would have noticed right away what i signed. Once again another deception on their part of what is true. They need to give their customers a fighting chance if their sales staff misinforms people and we can not read what we sign with out a magnifying glass. I was just going on the word of the sales staff. 

  I acknowledge i signed the document best buy forwarded to you. But that is basically not what  my complain is all about. I signed in good faith that what the sales personnel explained to me is what I was agreeing by signing. My complain is that the sales personnel told me that Geek Squad payment is just one time, not one year. Who would want to pay $22 a month when purchasing a TV? It does not require maintenance  like computer or laptop. It just doesn't make sense. If my TV stops working, it will be deemed defective and will be considered factory defect. Geek Squad can not do something about it so why would I pay for something I am sure I will not need in the future when my TV stops working. This is what my complain is all about. The sales personnel was deceptive and I signed believing what he explained to me is what i was signing in that tablet. 

   

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

  Business Response

  Date: 14/05/2024

  Please understand that what you purchased was not a Protection Plan but rather a Membership. We apologize for any confusion, but it's important to note that the responsibility for purchasing a service or product, as well as signing a contract, lies with the customer. ******************** is transparent about its Terms and Conditions, which are printed on purchase receipts and available on the website. At this point, there is no indication that the sale was misleading or malicious. I have provided evidence of the contract, and you have acknowledged accepting the service contract. Therefore, this claim has been denied.

  Customer Answer

  Date: 21/05/2024

   
  Complaint: 21666085
  
  I am rejecting this response because:
  No matter what you say i was duped by your sales staff and your fine printed cash register receipt that is barely readable and to me basically fine printed which i can not read fine print. This is such a deception for a company your size when you can not print a copy of what a customer can properly read. I just want the BBB to downgrade you as much as possible for your lack of your co-operation of what i feel was misleading of your sales staff which you have no knowledge what they said to me and would be easy fix to give my money back. I would not go to all this bother reaching out to the BBB had i thought otherwise. What you need to do is get sales staff trained properly so this does not happen to anyone else. No matter what you say you were not there to here the conversation so how would know what was said. Please BBB do your best to downgrade them.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising 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 phone online at Bestbuy.ca last March 11, 2024. Few days after i noticed that it comes with a $150 gift card to be mailed after 2-4 weeks. Bestbuy online agent confirmed that my purchase included the$150 gift card to be mailed after. After a month i have not recieved any, i filed a case through bestbuy online with case #******** last April 24. The agent said to follow up 24- 48hours after, nothing happened. I talked with 3 other agents in several days apart saying the same thing to follow up aftet 24 hours since.

  Business Response

  Date: 03/05/2024

  Hi *******,
  
  
  Please allow me to offer you our sincerest apologies for the issues you have experienced with your order.
  
  We have received your case in regard to a missing gift card for the purchase of your ******* ****** ****.
  
  Based on the notes that our agents have left on your order, I can see that they have verified that the promotion was valid on your order at the time of purchase. I have checked for any gift cards that have been sent to your email address, however, I was unable to see anything.
  
  As such, I have processed for an e-gift card for the amount of $150 to be sent to your email address on file ***********************. Please allow 1-3 business days for this e-gift card to be received and do ensure you check your junk or spam folder.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 05/05/2024

  
  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:02/05/2024

  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.

  3 months ago I bought Raycon headphones online from Best Buy. I did so online because the closest Best Buy to me is 2 hours away. After a few weeks I started having issues, such as the headset function suddenly not working/dropping out. The headphones would randomly disconnect from devices and ************************ for no reason. There were so many instances of this that I wanted to return them so I asked Best Buy but they told me to contact the manufacturer since there was a one year warranty on them. I did so and, after a few weeks, ****** sent me a new pair of headphones. After using the second pair of headphones for a few weeks, the same problems started happening. I asked ****** if I could have a refund instead of a new pair because I didn't trust that a third pair would work properly. They are not good and have so many issues with essential functions. ****** said they cannot give refunds because I purchased from Best Buy, they can only provide replacement pairs. However, Best Buy's return policy is they do not accept returns after 30 days. But the only reason I am asking for a return outside the 30 days is because I did what Best Buy said for me to do and contacted the manufacturer, which led to more time passing. I have tried a few times now to return the headphones by chatting with Best Buy customer service online but they say since it is outside the return window I would have to take it to a store to get a return. I live two hours from a store. It would cost me over $100 in gas and take a minimum of 4 hours driving for me to go to a Best Buy store, return the headphones, then drive home. I'm not sure why an exception can't be made since Best Buy put me in this position in the first place, and the product clearly has technical issues. I will even give them both pairs of headphones as they are useless to me. If Best Buy online can complete online returns for orders within 30 days, they should be able to complete an online return for an item outside the 30 days.

  Business Response

  Date: 03/05/2024

  Hi ****,
  
  We have received your case in regard to a complaint made to the Better Business Bureau.
  
  We have reviewed your complaint, and unfortunately, we are unable to offer a refund for your Raycon headphones. As per our return/exchange policy guidelines, for headphones specifically, we can only have a full refund processed within 30 days if the product is unopened. If opened and used, headphones are non-returnable. Please see the below link for our return/exchange policy guidelines:
  
  *********************************************************************************************************
  
  As per your notes, it looks like the manufacturer has offered you a replacement unit as your unit is currently under the manufacturer's one year warranty period. As the warranty for a replacement has been fulfilled by the manufacturer, we will be unable to assist further in regards to your request.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:01/05/2024

  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.

  I purchased an Xbox Series S from Best Buy on November 23, 2023. I have been having controller issues with the right joystick. I went to check my warranty but found I was sold a brand new Xbox in the box and sealed with a controller that had warranty expired 4 months before the purchase date. I am looking to have my controller replaced. This is unacceptable and I find it to be fraudulent, especially when the store tries to sell you their warranty.

  Business Response

  Date: 02/05/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Based on the notes on your case, it looks like you have noted that the expiry date on the warranty of the controller had expired 4 months prior to your purchase and that you are having issues with the joystick on this controller. I am unsure of why that is, however, I would be happy to assist you by shipping you a replacement controller for the one that is not working properly.
  
  Can you please advise what your shipping address is and I will have a new controller shipped to you as soon as possible?
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:30/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with BestBuy.ca with the order # ********** that was supposed to be delivered March 5th according to tracking. The order required an adult signature upon delivery. However, it was never delivered to me, and no signature was taken according to *****. They told me to contact the merchant. I contacted Best Buy about this issue on March 12th and I was told they would investigate the issue. A month later and I never heard back, I tried chatting with best buy again and they told me no case was created for this issue. If an adult signature was requested and ***** failed to collect one or provide a photo of where it was delivered, then I should be refunded.

  Business Response

  Date: 01/05/2024

  Hi **********,
  
  
  Thank you for your patience!
  
  After an extensive investigation with multiple parties relating to the delivery, we have reached the conclusion that this claim will be denied. At this point we encourage you to work with local law enforcement regarding this matter.
  
  We appreciate patience and understanding throughout the process.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21634058
  
  I am rejecting this response because the issue is not resolved. Nothing was signed for despite Best Buy saying a Adult signature would be requested. They refuse to provide any proof of signature because it does not exist. Best Buy is in breach of contract because they have failed to deliver me my merchandise. 
  
  

  Business Response

  Date: 15/05/2024

  Hi **********,

  Thank you for responding!

  Unfortunately, our team's decision in that your claim has been denied will remain firm. We cannot provide any further details on the details of your investigation.

  As such, no reshipment or refund will be offered.

  Apologies for any inconveniences.

  Thanks,

  The Best Buy Team

  Business Response

  Date: 15/05/2024

  Hi **********,

  Thank you for responding!

  Unfortunately, our team's decision in that your claim has been denied will remain firm. We cannot provide any further details on the details of your investigation.

  As such, no reshipment or refund will be offered.

  Apologies for any inconveniences.

  Thanks,

  The Best Buy Team

• Initial Complaint

  Date:30/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new 75" ******* OLED 8K ****** on April 20, 2024 for delivery to my home on April 23, 2024. They delivered the wrong TV to my home a 75" ******* OLED 4K ****. I have tried multiple times to have them come back and pick up the wrong TV and deliver the correct one (case # ********). I eventually drove to the store I purchased it at Best Buy #*** at ************************************************************************************ to try and resolve the delivery issue. They contacted the delivery service and had the issue escalated. I provided the shipping labels to them as requested (case # ********). Since then, they have not responded to my emails for an update on when they will come to exchange the TV's. I now have a massive TV box sitting in my family room taking up space. There seems to be no way to speak to anyone to get this resolved.

  Business Response

  Date: 01/05/2024

  Hi *****,
  
  We are writing to inform you that we have an open investigation under case number ******** where it appears that the situation appears to be in progress with the last correspondence showing that an exchange was to be processed for the 30th of April.
  
  Considering the case is already in progress, we would advise working with our team via the email chain titled "Re: Best Buy - **************** - Case ********" in order to resolve the situation as soon as possible.
  
  Thank you very much for reaching out, if there is any additional way that we can assist we would advise continuing the conversation via the above listed email chain.
  
  
  
  Regards,
  
  The Best Buy Team

  Customer Answer

  Date: 03/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I did receive the correct TV on Tuesday night. They finally showed up and picked up the wrong TV and dropped off the correct TV.
  This whole ordeal took a full week to resolve. It should have been a simple call to have them correct it.
  This is very frustrating and poor customer service for such an expensive item, and well known retail store.
  Keep in mind also that I had a very expensive TV that was not mine sitting in my home for a week that I was responsible for.
  They have offered to compensate me in the form of a $100 electronic gift card valued at $100.

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

• Initial Complaint

  Date:25/04/2024

  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.

  Best Buy had my **** attached to someone elses cell phone for warranty that I was paying for for two years. I thought it was my warranty but it was someone else I didnt know. I just want ***** a month back for 24 months.

  Business Response

  Date: 29/04/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have submitted with the Better Business Bureau.
  
  Based on the notes, you have indicated that your **** was attached to someone else's warranty for the past two years and that you would like a refund for the payments for the past 2 years.
  
  We have taken a further look at your concern and cannot see any indication that your warranty was placed on anyone else's phone. From what I can see, you purchased warranty for your phone on June 28, 2022 in store under **** ***************. Based on this warranty, I can see that this was linked to a cellphone purchase for an iPhone 13 that was done on the same date in store under **** ***************. Both these orders are under your name, phone number and email address on file.
  
  There is no indication that your warranty was attached to someone else's phone.
  
  Please note, any warranty purchases can only be cancelled and refunded within 30 days. Based on the current status of your warranty plan, it also does not appear to be active anymore and should no longer be taking payments from you. Unfortunately, we will not be able to refund you for any of the previous payments you have made for this plan.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team