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:24/04/2024

  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 have made 2 online orders from bestbuy for a total of ********************************************************** December 27th 2023. Order number ********** and **********. In February 2024, I have noticed that bestbuy was offer a major discount on the same product, therefore I took them to store for return and repurposed, but only realized that bestbuy has only send me 7 items instead of 10. I have contacted bestbuy after doing return and repurchase the 7 items which I have received. After contacting bestbuy customer service, we found out that 3 of the 10 thermostats were lost during shipping, and they have agreed to refund me for the 3 items on March 17, 2024. However, I havent received this refund until now. I have contacted bestbuy customer service last week, they showed me the refund transaction was done in store by me and said the refund has already been issued. I tried explain to them the situation and showed them the transaction that they showed me happened in February and I didnt even start asking them for refund of the 3 missing items after this transaction. They refused to assist me with this issue anymore and refused to refund me as promised. Please assist me with this problem. Thank you very much!

  Business Response

  Date: 24/04/2024

  Dear Valuable Customer,

  We have received your complaint regarding the refund being didn't issue to you in your case with us. Please be patient as our agents are currently working on your case and someone from our customer service team will reach out to you to resolve this issue. We sincerely apologize for this predicament and appreciate your patience and understanding.

  Best regards,
  
  Hemant
  Associate, Customer Care
  **********************

• Initial Complaint

  Date:23/04/2024

  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 writing concerning the online purchase I made on April 17th, 2024 on **********. I have attached the invoice for my purchase as well. I ordered a ******* Multigroom 7000 All-In-One Trimmer which is on sale on bestbuy website for $39.99 after a $60 discount, link address(****************************************************************************************************). When I went to the store for pickup I was given the ******* 7900 series, which is a completely different product and has a comparatively low rating. When I argued about being given the wrong product, I was told by the managers ***** and ******** that they wouldn't do that. The right product is also available on the bestbuy website but they still won't honor the deal that was made when I purchased the product. They are only giving an option to refund which makes no sense because I spent time and gas going to pick up the order. This is completely unprofessional and false advertising on the company's behalf.Desired outcomeI want the same product ******* multigroom 7000 all in one that the company has displayed on its website for the mentioned price i.e., $39.99.

  Business Response

  Date: 23/04/2024

  Dear BBB, 
  
  Thank you for bringing this customers concerns to our attention. We apologize for any frustration or inconvenience this may have caused. 
  
  

  The customer inquiry has been forwarded to the Canada executive resolution team, and they will reach out to the customer shortly.

  Best Regards,

  Best Buy

  Business Response

  Date: 23/04/2024

  HI Team and ****,

  I am already in charge of this issue and an email for resolution have been sent.

  Thank you,

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

  Customer Answer

  Date: 24/04/2024

  
  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:23/04/2024

  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.

  Order Date: 8-Apr-2024 12:40:55 PM (PST)Product price: ******* x 14 = ******** CAD Order number: ********** I bought fourteen laptops through BestBuy website, since my company urgently needed laptops. The advertised specifications on the product page stated that the laptops were equipped with Windows 11 Pro and an ***** Core i7-1360p ***. Contrary to the advertisement and the invoice, the laptops were Windows 11 home installed, and the *** model was i5-1340p. Since we urgently needed laptops for business, we bought windows upgrading keys online to set those pc to our company rapidly. We downloaded all necessary files and programs for work. We have attempted to resolve this matter through Best Buy Canada's customer service channels, but have been informed that only a refund or exchange is possible, which is not feasible for our company due to the money/time investment already made in setting up the laptops for use. Basically the costumer support asked us to reset all fourteen laptops, print return label and bring them to store, get new laptops with refund or get an exchange, set new laptops ready for work. According to customer support representative, he said "please understand sometimes there can be mistakes", but why should we cover all the cost of time and money for BestBuy's mistake?We paid more than sixteen thousands of dollar, and I believe this is not all the support Best Buy can provide. Basically, there are only differences in OS and ***, and we can bear with the lower performing *** if you compensate for windows upgrading price.

  Business Response

  Date: 26/04/2024

  Hello *********,

  Thank you for your recent online purchase. We've located your order, and we sincerely apologize for the condition of the received units not meeting your expectations and for any inconvenience this has caused you.

  A case has been created for you (********) to assist you. One of our Customer Experience team members will be in contact with you to assist.
  
  Thank you for bringing this to our attention.
  
  Thank you,
  Best Buy Customer Experience Team

• Initial Complaint

  Date:22/04/2024

  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 the 21st February 2024 I sent my **** laptop in to Geek Squad at the ********** location, store #***, to be repaired. I paid the $91.99 fee. My service order number is: GS-******-*******.A few weeks passed and I had not received any updates about the repair progress. I called Best Buy on April 2nd and was told that they needed my approval to go ahead with repairs. I had not received any phone calls or emails from them prior, so I was surprised by this as well by the fact that do much time had passed and no one had contacted me. I have my approval for the repairs. Three weeks later I still have not heard anything, so I called the store again, only to be told the manager would call me back. He never called back. I called again and was told by a Geek Squad agent that he did not have any information but would contact me when they had news on my computer. I am still waiting.

  Business Response

  Date: 24/04/2024

  Hello *****************,
  
  Thank you for contacting Best Buy.
  
  We sincerely apologize for the delay in repairing your unit and the lack of communication from the store.
  
  We've created a case for you (********) to escalate your inquiry to the store team leads. One of our Customer Experience team member will also be in contact with you shortly to assist.
  
  We appreciate you bringing this matter to our attention.
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 24/04/2024

  
  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:22/04/2024

  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 have added the receipt. i ordered the turbo tax software on best buy online on Dec 28, 2023. I was supposed to get the product key and downloadable link. I still havent received it in April. after talking to Best buy multiple times, all they have told me is that they will escalate and the concerned team will send the product key to me. they have delayed it for so long that i have been charged a penalty by CRA for late filing. now i am down 313 plus 103. this has been a really stressful experience and no one has been able to help. i have talked to their agents and their manager and they all keep on saying that they cannot refund and they will need to escalate and product key will be sent to me. its been multiple weeks and no resolution has been provided.

  Business Response

  Date: 24/04/2024

  Dear Valuable Customer,

  We have received your concern regarding your order **********. We sincerely apologize that you have not received any satisfactory resolution to our case, sometimes our agents are inundated with customer queries which might hinder their response time. That said, we assure you that someone from our headquarters will be reaching out to you soon via email. Kindly respond to that email and our agent will provide assistance and will resolve your concerns promptly.

  Best regards,
  

  Customer Care Team
  **********************
  
  

• Initial Complaint

  Date:19/04/2024

  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.

  On November 19, 2021, I made a purchase of a ******** Galaxy Tab S7 FE 12.4" 64GB Android 11 Tablet with Qualcomm SM7225 8-Core Processor - Black - Open Box" from your store. The total amount paid for this purchase was $415.29.However, after a few years of use, I discovered that I had been given a model with "Qualcomm SM7325" instead of the advertised SM7225. Despite both models having the exact same appearance, they possess different specifications. Unfortunately, I was unable to recognize this discrepancy until today.I promptly reached out to your customer service team seeking assistance with this matter. Regrettably, I was informed that due to the elapsed time since the purchase, I am unable to return or exchange the item. This response was disheartening, as the mistake was not discovered until now and was beyond my control.I am deeply dissatisfied with the service I have received in this instance. As a loyal customer of **********************, I have always trusted in the quality and accuracy of the products provided by your company. However, this experience has left me feeling let down and inconvenienced.I kindly request that you look into this matter urgently and provide a suitable resolution. I would appreciate it if you could arrange for either a replacement of the correct product or a refund of the amount paid.Please find the details of my order below for your reference:Order Number: **********

  Business Response

  Date: 19/04/2024

  Hi *******,
  
  We have received your case in regard to a complaint made to the Better Business Bureau for a wrong product received.
  
  Based on what I can see, it looks like you purchased your ******* Galaxy Tab in November 2021. As it has been over 2 years since your purchased, we cannot issue you a refund or an exchange. Please note, our return exchange policy period is within 30 days of purchase. 
  
  Any claims of wrong shipment will also need to be reported within this 30 policy period as an investigation will be required. Normally, we can make exceptions if an order is slightly over the 30 return and exchange period, however, as you purchase your order over 2 years ago, we can no longer assist with opening an investigation.
  
  We have reviewed your request for a refund/exchange, and your claim has been denied. As such, we will not be offering a refund or exchange for your unit.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21595891
  
  I am rejecting this response because: it fails to justify the fact that you shipped the wrong model and failed to deliver what I actually paid for.

  I still have the package, which clearly displays a different model number from what was stated on the website.

  The model you sent me is SM-T733, equipped with a Qualcomm 7325 processor, and is a Wi-Fi model.However, the product listed on the website is SM-T730, featuring a Qualcomm 7225 processor and being a 5G model.
  

  If you are going to deny my request, please provide evidence demonstrating that you shipped the correct item.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 25/04/2024

  Thank you for your response!
  
  We have reviewed your request and complaint again and our decision remains firm.
  
  As your product was purchased over 2 years, reaching nearly 3, we will be denying your request for a refund or reshipment. Please note, our return and exchange policy is 30 days from your purchase date. All claims of wrong shipment must be reported within these 30 days.
  
  Apologies for any inconveniences.
  
  Thanks, 
  
  The Best Buy Team

  Customer Answer

  Date: 25/04/2024

   
  Complaint: 21595891
  
  I am rejecting this response because:
  Same response.

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

• Initial Complaint

  Date:18/04/2024

  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 number ********** on April 4th 2024. On April 7th, I received a notice on my door that ***** had attempted to deliver but I had not been home so they would come again tomorrow. I waited home all day the following day and did not receive a call to my phone from the buzzer of the building nor did I receive a knock at the door. When I checked the tracking, my package had been marked delivered, despite not having received it. This package required a signature and the tracking information showed a name not even remotely similar to my own and seemed to be gibberish regarless. I contacted Best Buy to resolve the matter and they informed me that I would not need to file a report at the time and they would investigate. They then informed me that my claim would be denied and when I pressed them for a reason why, they continued to outright refuse to provide even a simple explanation or escalate my case to a supervisor. They told me to file a police report and the police department even informed me that likely nothing would come of the case as my building has been having problems with package theft due to loiterers in our lobby. My building even has a secure package room that it could have been left in but I have no idea where this package was even delivered. I spent over $800 and it is ridiculous that Best Buy is denying the claim without any reasoning whatsoever. When Ive ordered a large package from others stores, they have always checked my ID at the door before releasing the package. The shipping information for my order even says Please have your valid government-issued photo ID ready at the time of delivery which I never showed nor is there any photo of my evidence that I am able to access through the ***** tracking information. I should not have to be liable for the irresponsibility of the shipping company that Best Buy uses.

  Business Response

  Date: 18/04/2024

  Hi ******,
  
  
  Thank you for your response!
  
  A lost shipment investigation was opened for you on April 15, 2024, and unfortunately, your claim was denied. A refund and reshipment can only be provided if your claim is approved. As your claim was denied, we cannot offer a refund or a reshipment.
  
  Please note, we do not share details of the investigation with customers. 
  
  We do encourage you to work with local law enforcement regarding this matter as we are unable to assist further at this point.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  
  The Best Buy Team

  Customer Answer

  Date: 19/04/2024

   
  Complaint: 21591595
  
  I am rejecting this response because:

  there has been no evidence shown that my package was received. I demand either a proper signature, photo of my government issued ID that should have been presented at delivery or a photo confirming the package was left. I have confirmation from building CCTV that nothing was dropped that day. If this cannot be provided, I demand a refund/store credit/reshipment
  
  Sincerely,
  
  *******************

  Business Response

  Date: 23/04/2024

  Hi ******,
  
  Thank you for your response!

  Our decision remains firm in that your lost shipment claim has been denied.
  
  A lost shipment investigation had been opened for you on April 15, 2024, and unfortunately, your claim was denied. A refund and reshipment can only be provided if your claim is approved. As your claim was denied, we cannot offer a refund or a reshipment.
  
  Please note, we do not share details of the investigation with customers. 
  
  We do encourage you to work with local law enforcement regarding this matter as we are unable to assist further at this point.
  
  Apologies for any inconveniences.
  
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 23/04/2024

   
  Complaint: 21591595
  
  I am rejecting this response because:
  
  Best Buy can at least do their due diligence in NOT copy and pasting their last response. They have not even responded to a single piece of information I provided. Regardless of the outcome of the claim, I wont be satisfied until I can speak to someone who actually addresses the points Ive made.

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

  Business Response

  Date: 30/04/2024

  Hi ******,
  
  Thank you for your response!
  
  Unfortunately, we have reviewed your claim with various teams and our decision remains firm in that your lost shipment claim is denied. We will not be offering a reshipment or refund.
  
  As previously mentioned, we will not be able to share any details of the investigation to our customers. 
  
  At this point, we are unable to assist any further and do encourage you to work with your local law enforcement going forward.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:16/04/2024

  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 bought an open box ******* ****** Tab S8 Ultra on March 28, from a marketplace seller on BestBuy.ca, named *** **. It was for a birthday party on April 6th. I paid $683.62 after taxes. I received a package on April 3rd and it was the incorrect item. They sent a much cheaper ****** Tab P11. I explained to them I needed it for a birthday. They didn't seem to care. They wanted their mistake shipped back before they would send the correct item. But said it would take 10 days. I was not happy with this as I needed the correct item for that weekend. They promised me that they would send the correct item as soon as they received the old one. Best Buy's website only allows typed message conversations and the seller would only respond once a day. I tried several times to have them get me the correct item asap and they assured me they would once they got their mistake back. I contacted best buy support who promised they would handle it and work with the seller. They would only send a message in the same message system I could and it was always ignored. I finally received a return label on April 5th and sent it back immediately. They finally confirmed receipt on April 11th. and siad they would get the correct item sent right away. the next day, April 12 they send me a message saying they no longer have that item is stock and refunded my money. There was no attempt to correct their mistake at all. They didn't offer another item ( I.e.: 256GB version still listed on their website). However all the Ultra tablets are now double the price I paid, so I'm thinking the have purposely not sent me the correct item. To add insult to the situation they offered to price match the tablet if I could find one, knowing very well they had no more in stock at Best Buy. I have provided them with several options to rectify the situation and they have stopped responding. I have attached the entire conversation for reference. **** *** ***** *** *** **** *** ****** ** **** ****** *******

  Business Response

  Date: 16/04/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Based on what I can see, it appears that the incorrect unit that you received was returned and a full refund was issued back to your original method of payment on April 12, 2024. 
  
  Unfortunately, as the same unit is currently out of stock, we are unable to send you a replacement unit and as such a full refund was issued. If you are looking for a replacement unit, I would recommend you keep an eye out for this same unit to be back in stock on our website. We would be happy to provide you with a price match if the price has increased since your last purchase.
  
  As a gesture of goodwill, I would also be happy to offer you a $50 e-gift card for the inconvenience we may have caused. If this is something you are interested in, please let me know and I will have this arranged.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 17/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  Unfortunately that is not acceptable. They made a huge error when sending the wrong item. They stalled and didnt hold any stock and sold my item to someone else while they made me wait and fix their mistake. They should have had the common sense to correct this. You and I both know that item will never come back in stock as it is a discontinued item. I dont like being screwed around with.
  
  There are similar units for sale that can be price matched.
  
  See here: **********************************************************************************************************************************************************************;
  
  And here:
  ***********************************************************************************************************************************************************************
  
  I will accept either of these units in a price match. Except the 256GB should be even less.

  the links to those two items are in fact from the same Marketplace seller. They should be able to honor their mistake. 

  They messed up. Why am I being punished? That item wont ever come back in stock. I think its warranted that something be done to fix it. I get that they are not the same item but because they made this mistake it should be fixed no matter if its the same item or not. 
  
  If you up the gift card to $900 I can order the one online that is the closest model and will then pay the remaining amount that would equal what I paid. 
  

  I look forward to your reply and getting this resolved quickly.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 23/04/2024

  Hi ******,
  
  Thank you for your response!
  
  Based on what I can see, it looks like our *********** associates were able to resolve the issue for you. Our team has approved a price match for the 256gb unit and it appears the unit has been shipped to you as well.
  
  A price match refund for the amount of $680 plus taxes has been refunded back to your original method of payment for order number **********. The refund was processed on April 22, 2024 and should be reflected within 3-5 business days of this date.
  
  Please don't hesitate to reach out for any further questions or concerns.
  
  Thanks,
  
  The Best buy Team

  Customer Answer

  Date: 24/04/2024

  
  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:15/04/2024

  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.

  Date of transaction: January 19, 2024 at 21:19:46 Amount paid to business: ****** Business was suppose to provide a resolution as I ordered an expensive item which in this case was a PS5. It was returned but the item was lost in transit and bestbuy provided no solution but to tell me to contact local law enforcement. Contacted the business for 3 weeks before they agreed to even open an investigation.Order Number: ********** Tracking number of returned parcel: ************ (Through purolator.com)

  Business Response

  Date: 16/04/2024

  Hello *******, 

  Thank you for contacting Best Buy.
  
  My name is ***** and I am part of the customer experience team of **********************. I wanted to reach out to acknowledge your recent communication regarding the denial of your claim. I understand that this news may be disappointing, and I want to assure you that we have carefully considered all aspects of the situation.
  
  While we recognize your perspective, our decision to deny the claim is based on a comprehensive examination involving multiple parties. We stand by our conclusion and believe it to be the most appropriate course of action.
  
  Given this outcome, as previously advised, we recommend that you reach out to local law enforcement authorities for additional support in addressing this matter. They may offer valuable assistance and insights.
  
  Should law enforcement require any assistance from us, we are more than willing to cooperate and provide the necessary information based on our findings.
  
  Once again, we appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please don't hesitate to reach out.
  
  Thank You,

  *****
  Best Buy Customer Experience Team

• Initial Complaint

  Date:15/04/2024

  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.

  Just before Easter i purchased a tv and sound bar + in home delivery and set up. I also purchased in home warranties. Two weeks later I finally received the items. I immediately phoned to get the items set up only to be told that the Geek Squad will not come out this far. My question is why wasn't I told this at the start The employee stated that it was my fault because I should have set up the in home service at the time of the purchase.. *********** has now told me that I am responsible for the delivery and return charges along with all the accumulated interest on my credit card. So far, I have heard nothing about if anything has been refunded and how much. As this was not my fault and it was a failure on Best Buy to honor their agreement I'm hoping you can do something for me. The order number is 1017161837.Thank You...

  Business Response

  Date: 16/04/2024

  Hi BBB Team,

  Thank you for reaching out with details of the complaint. To give context, we received the return request from the customer on 5th April 2024. Since then, we have already actioned the return of customer's unit (which is a ******* 75" 4K UHD HDR QLED ******** (QN75Q60CAFXZC) - 2023 - Titan Grey) that customer purchased. We have informed our home delivery carrier of the request, who will be getting in touch with the customer shortly to schedule a date for the pickup.

  Initially, we had denied customer to refund the delivery charges. Reason being that as per our policy, customer is only refunded the delivery charges in case the item is deemed defective as per our policy. Although, at the time of this writing, we have reassessed customer's complaint and came to the conclusion that it was indeed not customer's fault that they were able to add the in-home services, even though there location is mapped in the system as remote. And since we were unable to hold our end of the commitment, customer will be refunded FULL charges of their order including delivery charges. We have already emailed customer informing the same.

  Do note, there are no "return" charges associated with this order, as we do not charge customers for return deliveries. Lastly, customer has already been refunded for the installation service along with the Sound Bar & its Protection Plan they purchased. The only remaining charges on the order are the charges of ** and the Protection Plan associated with it, which will be refunded in full once the ** is successfully picked up by our carrier.

  Regards,

  Best Buy