Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

Important information

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:12/04/2024
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.
Hello I bought a open box ******* *** plus In October 2021.The phone was bought for 944.98$ The item stopped working on March 28 2024 after my phone had a screen message stating DEVISE DISABLED - This device has been disabled as stolen. No access to it by any means possible. Phone completely locked, Tried resent without success.I reached out to the seller from Best Buy Market Place Gagdet Source April 1 who mentioned the warranty of 365 days had passed and nothing could be done. For the past 2 weeks I tried with my provider service Fido and ******* itself back and forth and all they point to the fact the phone cannot be unlocked because someone has reported it as stolen, so in other words most likely the original owner of the phone.Regards.
Business Response
Date: 18/04/2024
Dear Valuable Customer,
Thank you for reaching out to us regarding your query. We sincerely apologize for your predicament and want to assure you that we will do our best to give you a satisfactory resolution. Our customer service agent will contact you shortly via email to discuss this matter further and to rectify this issue. Kindly respond to the email that you will receive from our agent, as they might need some more information from you to identify the root cause of the problem.
Once again, we offer our humble apologies for any inconvenience that this may have caused you, and we appreciate your patience and understanding.
Best regards,

Customer Care Team
**********************
Initial Complaint
Date:12/04/2024
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.
I placed order for ****** 15 plus open box through Best Buy website. Order Date April 05, 2024 at 14:25:57 PT
Order Number **********
Received email confirmation and order was moved to shipment preparation.
I also have several online chats with Best Buy agent and everyone assured me that order is approved and is ready to be shipped.
But, despite all this promises, on April 10,I received email from Best Buy, mentioned that are out of stock and weren’t able to secure additional inventory for this product, so they had to cancel it at this time.
Next day, on April 11, Best Buy re-listed the same ****** 15 plus but for a way higher price.
The price on my order was $911.99, now Best Buy is selling it for $1239.99.
Meaning that Best Buy was able to find inventory after one day from my order cancelation.
If found it very unfair and want Best Buy to honor my Order fron April 05, 2024
Order Number ********** and a sale price of $911.99.
Please see attached:
Screenshot of order email confirmation, Screenshot of order email cancellation ,
Screenshot of Best Buy website products prices from April 5 and April 11.
Scripts of my chats with Best Buy agents.
Business Response
Date: 12/04/2024
Hi *******,

Thank you for reaching out to us surrounding the situation around your order.
This email is to inform you that we have an investigation is in progress. We will try to complete the investigation as soon as possible and provide you with a resolution.

We really appreciate your patience. If you have any questions, please feel free to contact us by replying to the email chain we have sent to you under ***************************

Thanks,

The Best Buy Team
Customer Answer
Date: 12/04/2024

Complaint: ********

I am rejecting this response because:
This response contains no particular solution to resolve the issue.
Only mention that BestBuy started investigating means nothing, my question is clear: Why after multiple conversations with BestBuy agents, accurung me that my order is approved and ready to ship, my order was canceled using the excuse tat suddenly stock in gone and BestBuy unable to complete my order. And next day after canceled, BestBuy restocked phones.
I am looking for my order be completed, not canceled, because BestBuy has phones on stock.
I attached screenshot from BestBuy website, confirming that.

Sincerely,

******* *********
Business Response
Date: 16/04/2024
Hi *******,

Thank you for your patience.

We do see that the unit is back in stock.

Please place a new online order for the Open Box - ***** ****** 15 Plus 128 GB - Yellow - Unlocked, (Web Code:********) as soon as possible and we will adjust your purchase to match the discounted price of the first order after you send your new order number to ***************************

Once we have the new order number I will adjust the price of your new order number to match that of your original order.

Thanks,

The Best Buy Team\
Customer Answer
Date: 16/04/2024

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:11/04/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 27, 2023 I ordered a VR Headset [Order number **********], taking advantage of a deal Best Buy had. The deal was, with the purchase of the headset I would receive a $75.00 gift card. Because it was an online purchase, the gift card could take up to a month to arrive.

On November 29, 2023 my husband, **** *****, took advantage of the same deal [Order number **********]. We share the same email, but purchased using different credit cards. The deal was still listed on the Best Buy website.

On December 19, 2023 I received my digital gift card. By December 25, I hadn't received the second so I contacted Best Buy online support. I was told they would not look into it as it hadn't been a month. I then contacted them a week later and they said they would resend the gift card and it would arrive within a few days. Nothing.

Since, I have contacted Best Buy online support at least 5 times. I have gone into the store as well. Each time there was no argument that I was owed a second gift card. There has been zero dispute on whether or not I am owed an additional $75.00 gift card. The first few times I was patient. A couple of times they resent me the gift card I had already received. The last few times I have asked a few questions. The first was, do you have record of me contacting you in the past? Every time they said yes, therefore they could see that they failed to follow through. The second was for someone to follow up to ensure my problem was resolved. Each time I was told this was not necessary as it would be solved, for certain. The last time I said if I did not receive my gift card I would contact BBB. I again asked for a follow up. I was told that this was a major failure on their end and it would be resolved. I have not received my gift card.

I have now spent countless hours chasing this gift card. Best Buy has wasted my time and ****** ** ****
Business Response
Date: 11/04/2024
Hi ******,

We have received your case in regard to a complaint made to the Better Business Bureau for a missing gift card with your purchase.

Based on the information that you have provided and from what I can see on my end, it appears you have made two separate orders, one on November 27, 2023 and the other on November 29, 2023. Upon a further look at the promotion that you have mentioned, it seems like the promotion period for the bonus gift cards for the purchase of a qualifying Meta Quest 2 ran from November 19-27 and again from December 21-28. As only one of these orders fell under these dates, only one order had the gift card shipped out.

I can see that you have reached out numerous times and the above information should have been mentioned to you. I do want to apologize for any frustrations and inconveniences we may have caused.

As a gesture of goodwill, I have manually submitted an e-gift card for the amount of $75 to be sent out to your email address at [email protected]. Please allow 1-3 business days for this to be sent out and received, and do ensure you check your junk or spam folder.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 13/04/2024

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:08/04/2024
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.
Disputing Best Buy's "Geek Squad Certification" of the Open Box **** ****** *** ********* purchased through their online outlet.

The product was delivered on April 6, 2024 in a box matching the product description, **** **** **" and contained some (not all) of the original components; manual, tv legs & screws, remote, mountable camera.

Missing from the box: *********, power cable and cable tie for power cable, as well as the TV panels that cover the ports on the back of the TV.

The product in the box was an *********. Again, to be clear: no power cable in the box.

Best Buy indicates this TV is Geek Squad Certified Open Box, which is the point I am disputing - were this true the product in the box is expected to be correct with all components. And at the very least, a power cable.

I have to open cases with Best Buy Home Delivery, opened April 6th:
* Wrong product in box: ********
* Complaint: ********
An expected response from the company within 1-3 Business Days.

The TV remains boxed in my apartment until they send someone to pick it up.
Customer Answer
Date: 10/04/2024
The consumer contacted BBB and stated the complaint has been resolved.
Initial Complaint
Date:03/04/2024
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.
- March 16th 2024 - Order ********** - MacBook Pro 14 Inch (Refurbished, Excellent)- BestBuy Approved Marketplace Seller 'Tech Outlet Center'Included charger was broken, extremely dirty, and had burn **** on one prong. If I had not noticed it could have caused a fire or ruined the MacBook. The response and offered resolution from the seller was one of general apathy, offering for me to return the MacBook (which wasn't the issue), or replace the charger. It has now been a week since they said they would let me know when a new charger could be sent. They have shown no concern for how serious this is and could have been, particularly when the product is advertised as being refurbished and then something like this is sent out.
Business Response
Date: 03/04/2024
Hi ****,

Thank you for your kind patience. The replacement charger was just shipped out earlier today, on *** tracking# ****************.

Kindly let us know if there are any further concerns with the replacement charger.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 04/04/2024

Complaint: 21523098

I am rejecting this response because:
It does not remedy the actual concern, that a product that is advertised on BestBuys website as having been examined (i.e refurbished) by a BestBuy vetted / authorized seller is then shipped in a condition that could have literally resulted in fire, injury or death. Shipping me a replacement charger (only after I submit a complaint) does not show you take this complaint seriously.

Sincerely,

*********************
Business Response
Date: 09/04/2024
Hi ****,
Thank you for your response. Kindly note that our internal investigations are at a "Need to know" basis. The situation was investigated internally and reviewed with the individual who had tested the specific unit you had gotten when you had originally sent in your pictures to the Marketplace Seller email, although we do not share the outcome with our customers.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca

Customer Answer
Date: 10/04/2024

Complaint: 21523098

I am rejecting this response because:
To be more specific, I am requesting a full or partial refund and an apology.
I prefer to address this matter here with BBB as mediator than to go through other avenues, but I will explore other avenues if necessary. You cannot dismiss legitimate customer concerns this way, particularly related to safety.
Sincerely,

*********************
Business Response
Date: 19/04/2024
Hi ****,
I do apologize if you believe we're dismissing your concerns. I did mention the photos were addressed with the agent who had tested your unit, although anything further is to remain internal and won't be shared with customers.
If you would like a full refund, I can assist you with returning the MacBook, but a full refund for a $1800+ order when there was an issue with the charger is not feasible in this matter.
I can offer you a $50 electronic gift card which can be used both online and in-store and will never expire. If you would like to accept this gift card, I can have it issued into your email inbox on file.
Let me know if you would like to accept the gift card.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 19/04/2024

Complaint: 21523098

I am rejecting this response because:
It isnt an issue related to a missing part of an order that you can just brush under the rug with a replacement part and a gift card, its related to safety and isnt my first experience with BestBuy in this regard. I stand by my initial request for a refund.
Sincerely,

*********************
Initial Complaint
Date:03/04/2024
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 to formally express my dissatisfaction and seek resolution regarding a purchase made at your Kitchener location on March 4, 2024. On that date, I, along with my partner, made a significant investment in a ********* * virtual reality headset, totalling $734.49 CAD (Order Tracking Number: [**********************************]. This purchase was intended as a birthday gift to myself, despite my reservations due to my lack of interest in gaming and concerns about its compatibility with my eyesight.Before finalizing the purchase, I specifically inquired with the cashier (Shreyonshi) about the return policy for this product, emphasizing my uncertainty about its suitability. I was assured that should the ********* * not meet my expectations or needs, I would be able to return it. This assurance was a crucial factor in my decision to proceed with the purchase. However, upon attempting to return the opened headset on April 2, 2024, due to discomfort and eyesight issues, I was informed for the first time that the return of opened VR sets is against store policy. This information was not only withheld at the time of purchase but directly contradicts the assurance given by your staff. Had I been correctly informed, I would have refrained from purchasing this expensive item, which is now unusable to me and represents a significant financial loss.I have sought resolution through both in-person and telephone customer service channels, only to be met with refusal and a lack of willingness to assist. This response is unacceptable and not only reflects poorly on your commitment to customer satisfaction but also suggests a misleading sales practice on the part of your staff.I respectfully request a full refund or store credit. This solution would rectify the misinformation provided at the point of sale and demonstrate your companys commitment to ethical practices and customer satisfaction.I trust that ******************** values its customers and will address this.
Business Response
Date: 03/04/2024
Hi *****,

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

Unfortunately, we have very little visibility on any correspondences or what was said and told to you in store. I do understand that mistakes can be made by our store employees and seeing that you had tried to have the return completed within the 30 days return/exchange policy, I'd be happy to offer you an exception return for your unit.

As your order was purchased in store, I don't have a return shipping address for your order. I will need a return address in order for me to provide you with a return label for the unit. This is so that if for any reason your package does not make it to our depot, it returns back to you.

I have left notes for our depot team that this is going to be an exception return. Please ensure that all the accessories are packaged back into the original box. Our depot should provide you with a full refund within 10 business days once the unit is received.

As soon as I hear back from you with your return shipping address, I will email you again with the return label.

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

Thanks,

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

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. A member from Best buy reached out to me regarding the return of the product. I have successfully returned the product today and after being delivered to depot (expected April 4) I will get refund (within 10 days). I really appreciate the help, that amount of money is big chunk for me and I am thankful to BBB for resolving the issue.

Sincerely,

***** *****
Initial Complaint
Date:02/04/2024
Type:Billing 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 went to BestBuy in February 2024 because I needed to repair a faulty laptop. At that time, the teller recommended to me that if I join the Geek Squad (which charges me a monthly fee of $22.59), I can get a discount on computer repair fees, so I chose to join. But in the end BestBuy wanted me to pay nearly $800 CAD to repair my computer (much higher than HP Canada's quote $276), so I ended up not having my computer repaired at BestBuy. But when I wanted to quit Geek Squad, BestBuy staff said that if I quit, I would be charged a one-time fee of $271.08 (monthly fee for one year). I think this is unfair, and I hope to quit the Geek Squad plan for free. , with no one-time fee and no monthly fee. Thank you.
Business Response
Date: 02/04/2024
It is my pleasure to assist you with your concerns, and I am here to ensure we address them thoroughly.
To gain a deeper understanding of your case, may I kindly request that you send us the receipt for the Membership you've acquired, along with any other payments you have made related to this matter? Please attach these documents to this claim, allowing us to have all the necessary information before we proceed towards a resolution.
Thank you for bringing this to our attention, and I look forward to your prompt response.
Customer Answer
Date: 03/04/2024

Complaint: 21517148

I am rejecting this response because:

Sincerely,

***********
Here is the receipt.
Business Response
Date: 03/04/2024
Upon receiving your feedback and thoroughly reviewing the photograph of your purchase receipt, we have been able to trace the details within our system to gain a comprehensive understanding of your situation.
It has come to our attention that your membership was purchased on February 23, 2024. As outlined in the contract you agreed to at the time of purchase, cancellation can be executed at no cost within the first 30 days, provided the service has not been utilized. Beyond this period, or if the service has been utilized, cancellation would necessitate covering the cost difference for the services received.
Furthermore, your receipt includes specific terms and conditions related to this agreement. We have enclosed the full receipt with this letter for your reference, which details that by completing the transaction, you acknowledged and accepted these terms. The terms and conditions section of the receipt clearly states that if the membership is not cancelled within the initial 30-day period, cancellation is still possible, but it will incur a service recovery fee equivalent to 12 months of service.
Enclosed, you will also find a screenshot highlighting the section of the receipt where this information is provided. Based on the evidence contained within this case, which was, in fact, supplied by yourself, we must respectfully deny your request. We reiterate that to cancel your membership, you must adhere to the stipulations set forth in the contract you accepted and signed.
Customer Answer
Date: 05/04/2024
I upload the document I have already signed. Please tell me where is "a service recovery fee equivalent to 12 months of service."
Complaint: 21517148

I am rejecting this response because:

Sincerely,

***********
Business Response
Date: 05/04/2024
The document in question exclusively delineates the responsibilities undertaken by Geek Squad for the specific service rendered. It is pertinent to note that the cost of this service was waived, as evidenced by the receipt, due to your acquisition of a Geek Squad Membership, thereby availing the benefits associated with said membership for this service.

The contract to which I refer is the one you digitally signed at the time of purchasing the membership. While this signature does not appear on the printed form of your receipt, please be assured that it is securely stored in our system. This is corroborated by the screenshot I provided in response to your claim. As previously explained, the Terms and Conditions of the membership are detailed on the receipt you sent to us, a digital version of which I have uploaded due to the incomplete nature of the photograph you provided.

I must emphasize that cancellation of the service must be executed directly in-store. Should you opt for cancellation, it would necessitate payment for the service already provided, in addition to the *********************** the Terms and Conditions, explicitly mentioned on your purchase receipt.

Regrettably, we must formally deny your request, as we possess sufficient evidence of your consent to the terms at the time of purchase. We understand this may not be the resolution you were hoping for, but please know our decision is made in accordance with the contractual agreement established at the onset of your membership.
Initial Complaint
Date:02/04/2024
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.
Bought ** for ~$2000, been 10 days, Best Buy refusing to refund or confirm delivery of **. Location of ** even in question. Mar 22,2024 - bought ** for $1,959.99 to be delivered in next several days ~Mar 28- called service because package had not had any updated delivery tracking for 6 days. Was told they will not do anything until 7 days has passed Mar 30- told case was opened but no update given for 3-4 business days. Promised that someone would call me in 24r hrs (they didn't). Refused to refund$.Mar 31 - I called Best buy, was told the ** likely lost or stolen. Did not refund money. Said I will receive email to confirm options for refund or delivery April 1- no email received. I called for update on case, still refusal to refund
Business Response
Date: 02/04/2024
Hi Gord,

We have received your case in regard to your TV that has yet to be delivered.

I have reached out to our fulfillment store for an investigation and it appears that there was an issue in store and thus it was not shipped out. What we can do for you is we can either have the store ship this unit out as soon as possible or we cancel your order and have the store issue you a full refund.

Please let me know how you would like to proceed.

Thanks,

The Best Buy Team
Customer Answer
Date: 03/04/2024

Complaint: ********

I am rejecting this response because:
you have withheld my money for 11 days without offer of refund.
I still wish to have the ** delivered, but I am still out the money for ******** service provider (2 weeks) and no ** service availability.
All you have said is that you will deliver me the tv, which was exactly what your promised 11 days ago and you haven't delivered.
I will not drop the complaint until ** is received and discussed failure to deliver appropriately.

Sincerely,

*************************
Business Response
Date: 03/04/2024
Hi Gord,

Thank you for your response!

Our fulfillment store has advised that your unit has been shipped out as of today. The most recent updates in the tracking information shows that it is currently in transit to you. It may take 3-5 business days for the unit to arrive. Your ********* tracking number is ************.

As a gesture of goodwill for all the inconveniences we may have caused, I would be happy to offer you a $100 gift card to Best Buy. If this is something you are interested in, please let me know and I will have it arranged for you.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:02/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a cell phone through one of their accredited third parties under a one year warranty. The phone started malfunctioning after a few months. They wouldnt honour the warranty at first as I had to go back and forth for weeks, finally they sent a return shipping label in order to send me a replacement. I sent them the phone, now they wont respond and neither will Best Buy. So they have my property that I paid for and still no replacement under theyre warranty.
Business Response
Date: 03/04/2024
Hello,

I hope this message finds you well.

Upon investigating your case, we have found that you indeed shipped us your phone under the warranty terms. However, when we received the phone, we noticed that the screen was broken. Please note that damages such as a broken screen are not covered under the warranty policy.

Despite this, as an exception, our marketplace team reviewed your case and offered a resolution for the replacement of your phone. This offer was extended to you via email on March 21st. In that email, we requested confirmation of your address so that the seller could proceed with sending you the replacement device.

We understand the inconvenience you have faced throughout this process, and we are committed to resolving this issue promptly. To proceed with the replacement, we kindly ask you to confirm your address so that we can arrange for the delivery of your replacement phone.

Please reply to the seller email with your confirmed address at your earliest convenience. If you have any further questions or concerns, feel free to reach out to us, and we will be more than happy to assist you.

Thanks,

The Best Buy Team

Thank you for visiting BestBuy.ca

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

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

******* ** * ******* ********* * ******* ****** * ***** * **********
Initial Complaint
Date:27/03/2024
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.
Pre-ordered a game on March 3, 2024. On March 5, 2024, I received a confirmation email from Best Buy saying that it had shipped. On March 8, 2024, I received another email from Best Buy saying that delivery would be delayed. I heard nothing further, until March 18, 2024, when I received an e-receipt from Best Buy, saying that I was being refunded the full purchase price. Literally no explanation was provided then.I therefore emailed Best Buy customer service that same day (March 18, 2024), to ask why the purchase was being refunded. I received a response the following day (March 19, 2024), telling me that they had an issue with their inventory system, and that more had been sold than were available. This is despite me receiving an email on March 8, 2024, saying the game had been shipped.The game, a collector's edition, is now out of stock everywhere and sells on **** for $200-$230. I had the chance to purchase another one, from another retailer, between March 3 and 18, but never did, as I had no indication that the one from Best Buy would not be delivered.Best Buy has offered a measly $25 as compensation. This still leaves me $75 short to buy a copy of the game elsewhere.Extremely poor/non-existent communication. Also deceptive business practices, saying an order had shipped, when they now said it hadn't.
Business Response
Date: 27/03/2024
Hello ****,

We are sorry for the issues you have had Unfortunately, issues in filling and shipping orders do occur. Nothing always works perfectly. When orders cannot be fulfilled, or they are lost in transit, they are refunded, which your order was refunded.

Our responsibility is to provide either the product or the refund. As there is no more of this product to create a new shipment for you, the refund was issued.

According to our policy, available on bestbuy.ca, "To the extent permitted by law, we reserve the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever."

As a customer service gesture I offered you a $25 eGift Card, not compensation, as we have no responsibility to compensate. You have rejected this offer, as such, there currently is no standing offer.

I am sorry that you do not agree with this. But unfortunately, the placing of an online order, with Best Buy or anywhere, does not constitute any guarantee of receiving the item. It also does not create a responsibility for the company to do more than either provide the product or to provide a refund in a timely manner. As you were refunded, our responsibilities were met.

Regards,

Best Buy *************
Customer Answer
Date: 28/03/2024

Complaint: ********

I am rejecting this response because:
1. It's tone-deaf;
2. You haven't addressed why I recieived a shipping confirmation when the item was never shipped. This is a misleading business practice;
3. You also haven't acknowledged/addressed the complete lack of communication here. If I had received a cancellation notice within a reasonable period of time after submittig the order (not 3 weeks, after I reached out to you), I could have purchased another one elsewhere, and this entire situation would have been avoided.
Best Buy should do better and just acknowledge its mistake. As this isn't ocurring, I will continue to escalate the matter.
Sincerely,

************
Business Response
Date: 05/04/2024
Hello,

As an exception, I will offer the difference between the price (before tax) of the item on your order and the price of the item (before tax and shipping) of the item in the image you provided in an eGift Card. This is $70.

Your complaints assume a perfect world, where errors and issues do not happen. When they do happen, there are prescribed rules by which they need to be rectified. In this case, the rule is that we refund, and if you do not within 30 days, then you can request that refund.

The information/explanation provided to you was based on a known issue with this particular product. However, if you look at tracking information (the tracking number available in the image you posted here) you will see that it was shipped to you, that Canada Post was unable to deliver to you due to an addressing error. This is clearly shown on the tracking with an entry from March 5. Following this issue with the shipping, Canada Post returned the item to our warehouse who refunded it. So in your case, there was no error in shipping the item out, but with Canada Post being able to deliver to you.
Please let me know if you accept the offer of the $70 gift card.

Regards,
*******
Best Buy Canada Customer Care
Customer Answer
Date: 12/04/2024

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.
The address given was correct, and the compensation offered still doesn't make me whole, but I accept.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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