Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:26/03/2024
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 want to escalate a recent fraudulent transaction relating to the illegal redemption of my two BEST BUY gift cards that are worth $400. I have checked my two gift cards on Jan 8, 2024 and they showed a balance of $200 each at Best Buy store located at *****************************************************************. On Feb 24, 2024 when I tried to redeem my two gift cards (ending 8364 and 8569) at the same Best Buy store, I was shocked when the reception staff told me that both the gift card balances are ZERO. How come my cards can be redeemed without my authorization and I have been in possession of the two cards all the time unless the Best Buy store made a mistake? I therefore asked the staff to double check. The staff printed me the receipt that showed the gift cards were redeemed in late January to purchase ****** mobile phones. The transaction took place in ******* *******. I did not give the details of my cards to anyone nor authorize anyone to use the gift cards! I was shocked that Best Buy allowed this to happen without protecting customers rights and privacy!! I did not go online to purchase anything online at BestBuy.ca. I live in ********* and did not go to *******. This unacceptable fraud case made me lose the confidence as a customer of ********************. I have spent a lot of time contacting the customer service but I only got a very disappointing result that Best Buy denied any responsibilities nor actions. I have also reported the case to Best Buy privacy manager as I think the privacy of the two gift cards have been tampered by Best Buy or they made a mistake to honour the illegal claim without my authorization. I want to ask Best Buy to refund $400 to me or issue replacement gift cards for value $400.I am reporting this fraudulent case to Better Business Bureau so that you can also help in this matter as I do think Best Buy has the responsibility to make sure client privacy is protected to avoid illegal claims to protect the public. Sincerely,*******************
Business Response
Date: 27/03/2024
Hello *****
It is important to note that once a Gift Card is purchased, its usage and handling become the complete responsibility of our customers. Gift Cards function similarly to cash, allowing for entirely anonymous purchases in-store. This principle applies not only to Best Buy Gift Cards but also to those issued by any other company.

Given the aforementioned factors, we respectfully deny this claim and the requested refund. Best Buy holds no authority over the utilization of your Gift Cards. Furthermore, it is imperative to clarify that Best Buy neither practices nor tolerates any form of fraudulent activity in any of our transactions. If you believe you have been a victim of fraud, we strongly encourage you to pursue this matter with the appropriate authorities, who have the authority to request all kinds of information from Best Buy, including the original owner's name of each card as well as the transactions associated with them.

We appreciate your understanding in this matter and remain committed to upholding the highest standards of integrity and service.
Customer Answer
Date: 31/03/2024

Complaint: 21490444

I am rejecting this response because:
1) The response said the gift cards are like cash, and therefore the cards should not be honoured without physical exchange or presentation of the gift cards which are still in my possession as someone used the cards illegally in *******.
2) I never went to *******.
3) This is a fraud and Best Buy needs to investigate this matter seriously instead of passing all responsibilities to the victim of the fraud.
4) They suggested to go through proper authorities to investigate this matter. Should they proceed to file this request to the higher authority to investigate in the fraud as I am not involved, but purely beteeen Best Buy store personnel and the fraudsters.
5) Please advise next steps

Sincerely,

*******************
Business Response
Date: 02/04/2024
I would like to take this opportunity to clarify the points you've raised; however, as previously stated in our last communication, your claim has been denied.

1. Gift Cards function similarly to cash within our stores. The only requirements for their use are the Gift Card number and the **** which is concealed under a security layer that must be physically scratched off by the recipient. Therefore, we have no definitive means to verify if the information pertaining to these Gift Cards has been shared. Furthermore, it's important to note that the management and security of a Gift Card fall solely under the responsibility of its owner.

2. We have conducted an investigation concerning this matter. However, due to legal constraints, the details of our findings can only be disclosed to law enforcement or regulatory authorities upon their request.

I must reiterate, although you may find this outcome unsatisfactory, our position remains unchanged: your claim has been denied.
Customer Answer
Date: 03/04/2024

Complaint: 21490444

I am rejecting this response because:
1) The Best Buy gift cards were redeemed illegally by some fraudster(s), and therefore I am not sure how the serial number / PIN may have been tampered with or how Best Buy honoured the claims. I am not entirely comfortable with Best Buy investigation as they definitely have a conflict of interest if the investigation is performed by Best Buy themselves. I think there needs to be a more independent investigation to confirm what may have been compromised by Best Buy personnel in *******.
2) I am not sure which law enforcement or regulatory authorities do you accept before they can submit their request to look into the matter. If you think this requires the police force, my question is whether Better Business Bureau or Best Buy can initiate this request to the police and I can support your investigation if needed.
Sincerely,

*******************
Customer Answer
Date: 28/05/2024
Hi ******,

I called earlier and left a voice message to you.

Based on my complaint (complaint ID is ******************************** gift card fraud through BBB, I have based on your latest reply back in April and further reported the fraud to my local police.

Below is the email sent from my local police on the file number 24-11663.

The local police asked that this file number be provided to Best Buy for their immediate resolution or refund to the victim.

Please call me at ************ whenever needed.

Thanks again for your help.
*******************
Initial Complaint
Date:25/03/2024
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.
I placed an order #********** through Best Buy for a Humidifier, I came to realize later that the order will be delivered by Best Buy 3rd party seller. The order was placed on March 2nd and since then I am trying to followup with Best and Seller for delivery with all my efforts going in vain. The shipment tracking ID uploaded by 3rd party initially was incorrect, when I contacted the customer care, firstly the seller claimed the product to be already delivered and then shared a new tracking number. Since then I am having regular interaction with Seller and Best Buy, but to my surprise Best Buy is not doing anything except telling me to wait for Seller to respond. The seller is rude and not all understanding and claiming a $30 charge for restocking will be charged in case the package is not delivered.
Business Response
Date: 26/03/2024
Hi *********,

We're writing to inform you that we have a full an investigation is in progress on your order.

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.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/03/2024

Complaint: ********

I am rejecting this response because: The email is about BestBuy investigating about the concern, there is no resolution to the issue I am facing with the order not being delivered or any refund, the issue is still open.

Sincerely,

***************************
Business Response
Date: 27/03/2024
Hi *********,

We are sorry to learn about the problems you are facing and thank you for your patience while we review your order details.

We reviewed the escalation and found that your order was attempted to be delivered to the shipping address on your order.

Unfortunately, the seller is unable to open a lost shipment claim as the carrier correctly shipped the order to the address on the order.

In addition, the shipping ID ********* is your order number for BestBuy internal purposes, however, the actual tracking for the item is INTLCME542564813 as shown in the below link:

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

Please check your messages and respond there as that is how the situation will be corresponded on for resolution.

Please let us know via the marketplace messages if you have attempted to pick up the package at the designated pick-up location.

We appreciate your patience and cooperation.

Thank you,

The Best Buy Team
Customer Answer
Date: 27/03/2024

Complaint: ********

I am rejecting this response because: Dear Best Buy Team, If you see the Intelcom, it will show you in transit since Mar 19th, now the problem is as explained earlier to customer case I have vacated the address on Mar 18th and do not possess address proof for said place, cause of which courier agency is not allowing me self pickup. I am new to this country and it is our 3rd week here, so commuting multiple time to Intelcom warehouse is impossible for me, the cab itself cost $40 to $50 one way. It does not make sense to spend $100 for pickup of $125 item. Over and above seller has been nothing but rude and not helpful at all, all I hear is unnecessary aggressive response, instead of understanding customer pain. You can check my purchase online or offline history with Bestbuy, this is only product I have raised concern with.

Sincerely,

***************************
Business Response
Date: 28/03/2024
Hi *********,

We are writing to inform you that we have approved a one-time refund for the humidifier due to the circumstances of this case.

Your original method of payment will be refunded for the full amount of the purchased humidifier. You will see this credit reflected on your statement in 7-10 business days.

Thanks,

The Best Buy Team
Customer Answer
Date: 02/04/2024

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:25/03/2024
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 ordered online from Best Buy marketplace seller a refurbished dyson vacuum V8, upon receipt of the item, the item was defective not working, I contacted the seller, the seller asked me to make a video showing the issue, I made a video showing the Dyson V8 with a battery fully charged, the vacuum was not working or starting, the best buy marketplace seller sent me a return label, I went to the post office, I took pictures at the post office of the return package open showing the vacuum dyson V8, I also took a picture of the package showing Canada post label, I then returned the defective not working dyson vacuum V8 to the address on the return label provided by Best Buy marketplace seller.As of today, I have not received my refund, I am asking to be refunded soon as possible.
Business Response
Date: 26/03/2024
Hi *******,

We are writing to inform you that we have a full an investigation is in progress on your order.

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.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/03/2024

Complaint: 21476326

I am rejecting this response because:
thank you looking at this very important issue, as I have paid for a defective not working item, sent the item back to Best Buy Canada **** I am waiting impatiently to receive my full refund, thank you for your understanding.

Sincerely,

***********************
Business Response
Date: 27/03/2024
Hi *******,

We have completed our investigation surrounding the return of your Dyson V8 Vacuum purchased from the Marketplace seller, VGI.

Our investigation has confirmed that your original correspondence showed a Dyson V8 that was correctly shipped to you. The seller was gracious enough to allow you to return your unit for the declared defective nature despite Dyson vacuums not operating while being charged as a measure to protect the unit's battery.

The seller received a Dyson DC35 instead of the V8 originally shipped, the red of the DC35 was clearly visible in the return shipping photos you submitted.

For these reasons we are siding with the seller, declining your refund request, and are having the unit you returned sent back to you.

Please keep an eye on your messages with the seller for return tracking.

Regards,

The Best Buy Team
Customer Answer
Date: 27/03/2024

Complaint: 21476326

I am rejecting this response because:
I do not accept your solution, just went to Canadian tire store, I took 3 pictures of a dyson V8, you can see that they are identical as the defective not working dyson shipped from the post office to Best Buy Canada Inc.
Will not accept a package that contains a so called DC35, I do not know what is DC35, I never had a cordless vacuum in my house.
I have paid $361 for a dyson V8.

Sincerely,

***********************
Business Response
Date: 28/03/2024
*******,

The photos you have submitted in your latest response do not match either of the units shown in the photos submitted.

Best Buy Canada believes that at this time, further communication between both parties will not be productive. As such, we are committing to the resolution previously mentioned and will be Best Buy Canada's final offer regarding the matter.

If you would like to pursue this further please have your legal representation contact our Legal team in writing to the address below.

Legal Team | Best Buy Canada Headquarters
Suite *****************************************************************
Regards,

The Best Buy Team
Customer Answer
Date: 02/04/2024

Complaint: 21476326

I am rejecting this response because:
I would like to say again, I ordered online from Best Buy marketplace seller a refurbished dyson vacuum V8, upon receipt of the item, the item was defective not working, I contacted the seller, the seller asked me to make a video showing the issue, I made a video showing the Dyson V8 with a battery fully charged, the vacuum was not working or starting,the best buy marketplace seller sent me a return label, I went to the post office, I took pictures at the post office of the return package open showing the vacuum dyson V8, I also took a picture of the package showing Canada post label, I then returned the defective not working dyson vacuum V8 to the address on the return label provided by Best Buy marketplace seller. As of today, I have not received my refund, I am asking to be refunded soon as possible.

Sincerely,

***********************
Initial Complaint
Date:20/03/2024
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.
BestBuy refused to honour their Low Price Guarantee when presented with a legitimate price adjustment request.I bought a *********** * bundle (model **********) for $599.99 + HST. A day later, *******.ca dropped the price to $579.96. After speaking with Live Chat, they refused to offer the $20.03 + HST difference because it was deemed a "special sale".Reading the ToS at ***************************************************************************************, a "special sale" is defined as:"Special sale prices include: ***** Friday, ***** Friday Month, ***** Friday Prices Now and Early ***** Friday Sales, Friends and Family, Members Only Pricing, Ultimate Smartphone Sale, Cyber Monday, Boxing Day/Week, ***** Friday in ******* ***** Friday in July, pre-orders, point-of-sale activation cards, special educational prices, restricted offers, mail order offers, rebates, coupons, premiums, free or bonus offers, Original Equipment Manufacturer (OEM) prices, close-outs, liquidations, clearances, demos, refurbished items, open box items, financing offers, and trade-in offers"The ******* link provided was not advertised under any of those categories. In fact, ******* didn't advertise any kind of sale at all -- it was simply a price drop. I also showed an alternative ********* link offering the same price, which was marketed as a "Spring Sale" -- but otherwise did not match any of the sale exemptions listed at the ToS link. The Live Chat agent then claimed this to be a different model, despite identical product descriptions. I tried a second agent and got the same response.This is a clearly a deceptive practice. I believe BestBuy have no intention of honouring any price adjustment requests as demonstrated. The "Low Price Guarantee" is prominently displayed on the sales page and designed to make you feel safe buying. When it comes to it, they will make up terms to find a reason to deny the claim. I will refuse to buy from them again unless resolved immediately.
Business Response
Date: 21/03/2024
*********,

Thank you for your patience.

We are reaching out to inform you that we have investigated the situation and have escalated the interaction with the chat agent and have authorized the price match to the ******* listed price with an additional $10 with our compliments.

You can expect the $30 plus taxes back on your original method of payment within the next 3-5 business days.

Thank you very much once again for your patience,
The Best Buy Team
Customer Answer
Date: 22/03/2024

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:11/03/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My personal experience with Best Buy at their #*** - **************************************************** location has been been ridiculously 100% consistent selling me 6 defective products.I bought a 55" ******** ********* delivered did not work, upgraded to a ******* 55" smart tv, and when the installers opened the box the ** was damaged. The 3rd 55" ******* smart tv was installed along with the mounting bracket. Then the ** screen had a green overlay on the screen to which Best Buy sent out ****'s ** and Stereo repair to replace the control board to fix the green screen overlay. It never fixed the problem and still exists today. In conclusion 3 defective 55" smart tv's. I am left with a damaged 55" ******* ********* with the overlay green screen to which the control board was to repair, which it never did.I bought the ****** Yoga Laptop from Uptown. I came home it did not work. I immediately went back to #*** - *************************** ******** ** location and they replaced it with another ****** Yoga Laptop. Day 2 - This ****** Yoga Laptop did not work as well. I went back to the store and they gave me my 3rd ****** Yoga Laptop and at this time I bought a 3 year extended warranty. I paid over $100 in cabs to get a working laptop.Feb 19, 2024, spoke to **** at ****************; explained the 3 defective 55" Smart ** I received from Uptown, this is my 3rd defective ****** Yoga laptop. This location is 100% consistent of 6 defective products. 3 x 55" Smart ** and 3 x ****** Yoga Laptops. **** stated the ****** Yoga laptop is under warranty, bring it in to the store. "I could get it repaired or they can do an override and receive full credit on a Best Buy gift card" They would process my laptop as a NO LEMON POLICY with the insurance company. Best Buy sold me 6 defective high priced items, and none are working. I will not accept a repair of the 3rd defective ****** Yoga laptop. Best Buy repaired laptop. Seeking full reimbursement for 55" ******* **, ****** Yoga laptop.
Business Response
Date: 11/03/2024
Hello *****,

Thank you for taking the time to share your experience with the ******* TVs and ****** laptops. We sincerely apologize to hear of the issues and inconveniences with these items.

Before we may assist further, can you please respond with photos of the receipts as reference?

We will then reach out to Geek Squad for further review and assistance on your refund inquiry.

Thank you,

Queenie
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 28/03/2024
Hi,

I have attached my rebuttal to H343**4383**9303830H Complaint # ********

Total of 6 pages.

Please note the requested documents H343**4383**9303830H required will follow.

There will be

--
Blessings, Peg

HI,

This is the attachment list. Please print off, and H343**4383**9303830Hs requested documents as evidence will follow.

Thank you,

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

As per H343**4383**9303830H request for documents is attachment # 3. with ** pages

Thank you

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

Hi,

Attached is H343**4383**9303830H required documents. Attachment # 4. ** pages

Thank you,

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

Hi,

As per H343**4383**9303830H request for documents, Attachment #5. Page 1

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

HI,

As per H343**4383**9303830H request for documents. Attachment #6. 5 Pages

Documents supporting 20** Defective HP Envy Laptop Claim with ********************** Services. 5 Pages attached

Thank you,

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

Hi,

As per H343**4383**9303830H request for documents for defective laptops - HP Envy.

********************** additional documents.

Attachment # 7. 2 Pages

Hi,

As per H343**4383**9303830H request for documents for defective HP Envy laptop 17-j170 CA LEAP MOTION SE NOTEBOOK PRODUCT SPECIFICATIONS.

Thank you,

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

Hi,

As per H343**4383**9303830H request for documents for defective HP Envy laptop 17-j170 CA LEAP MOTION SE NOTEBOOK.

EMAIL STATES I PAID THE $500 DEDUCTIBLE FOR DEFECTIVE HP ENVY LAPTOP

Thank you,

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

HI,

As per H343**4383**9303830H request for documents for defective Laptops. ********** Statement showing purchase and returned to defective laptop.

Attachment # 9. Pages 2, with cover total 3 pages

Thank You

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

Hi,

As per H343**4383**9303830H request for documents with respect to defective ****** Yoga Laptop.

Thank you

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

Hi,

As per H343**4383**9303830H required documentation with respect to the defective laptops bought at H343**4383**9303830H at *******

Note: The 6 diagnostic service orders for H343**4383**9303830H defective laptops are in

Attachment # 3. Pages **
Service order # ****** Page 2/**
Service order # ******. Page 3/**
Service order # ******. Page 6/** *not an error
Service order #******. Page 7/**. *not an error
Service order #****** Page 9/**
Service order # ******. Page **/**

Thank you,

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

Hi,

As per H343**4383**9303830H required documents. Attached is the receipt and payment receipt for the defective Laptop #5 ****** Yoga laptop.

Note: H343**4383**9303830H required this information, which they could have easily accessed with a push of a button.

Attached is email document / receipt from BB0** - Uptown H343**4383**9303830H, ***********, they emailed me on Mon Oct **, 2021 @ 3:02 pm

This is something they could have researched themselves.

Thank you,

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

Hi,

As per H343**4383**9303830H required documents. Attached are copies of the paid invoices for the return of the defective ****** Yoga Laptop #5 bought on Sept 1, 2021. Exchange for another defective ****** Yoga laptop #6 on Sept 3, 2021.

Includes the. 3 year warranty at $319.99 - MS365 return, balance owing for the 3 year warranty $2**.80

As mentioned in a previous email in Attachment # **. Pages 4

Note: H343**4383**9303830H requested the required documents, which they could have easily accessed with a push of a button.

Attached are direct emails sent to me:
E-Receipt dated Sept 3, 2021 @ 3:08 pm. Paid Receipt. Page 1 and 2 of 6 pages

Email Document from BB0** - Uptown H343**4383**9303830H, *********** store dated Mon Oct **, 2021 @ 3:02 pm for defective Lenova Yoga Laptop #6 Page 3/6

H343**4383**9303830H sent me an email receipt dated Sept 3, 2021 for the defective ****** Yoga Laptop #6. Page 4/6

H343**4383**9303830H sent me a Run Copy of Invoice # **87 / Store 0** - Uptown H343**4383**9303830H /Till #**
dated Oct **, 2021 @ 2:07 pm. Page 5/6

Note: All the required documents H343**4383**9303830H requested of me, again they could have been produced with a touch of a button.

Their required documentation was expansive, and very time consuming in accessing and obtaining their required documents from 20** to 2024.

Thank you

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

I attached ********************* transaction confirmation dated Mar 21, 2024 @ 3:** pm

HI,

As per H343**4383**9303830H required documents for the defective ****** Yoga laptops # 5, and ****** Yoga Laptop #6 is H343**4383**9303830H online ad for the noted defective laptops.

Thank you,

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

Hi ******,

My apologies, attached are the following corrections.

1. Correct Attachment List IS ATTACHED TO THIS EMAIL.

2. Missing page 3 of 4 in Attachment # 6 IS ATTACHED TO THIS EMAIL.
H343**4383**9303830H Quote # ****** for defective HP replacement dated March 7, 20** for Coast **************** Services

3. Please note the following ATTACHMENT CHANGED #'S:

Attachment # 9. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**
Attachment #**. IS ATTACHMENT #**

Please accept my apologies for any inconvenience, and please copy and paste to H343**4383**9303830H.

Thank you, and have a great day, and a wonderful long weekend. Happy Easter

***********************
Business Response
Date: 06/04/2024
Hello *****,
Thank you very much for your response and for providing additional information regarding to your situation.
Please allow up to 5 business days for us to look further into your matter as we work towards a resolution.

Kind regards,
The Best Buy Team
Customer Answer
Date: 08/04/2024

Complaint: 21417561

Please respond with resolution within 72 hours.

Sincerely,

***********************
Business Response
Date: 10/04/2024
Hello *****,

Thank you for taking the time to compile and share additional information regarding to your situation to the Better Business Bureau.

I am sorry to read about the issues that you have been experiencing. Please rest assured that I am working with the Victoria ******************** store to further review your situation as we work towards a resolution.

Another update will be provided to you by the end of this week.

If there is anything else that I may assist you with on this matter, then do not hesitate to let me know by replying to this email.

Thank you,

Queenie
Associate, Executive Resolution
The ******************** Team
Customer Answer
Date: 11/04/2024

Complaint: ********

I am rejecting this response because:
These continuous delays and promises of working on a resolution for Complaint # ******** started on March 3, 2024.
Its now April 11, 2024, Best Buy has had plenty of time to review my complaint #********. They have always had access to their own computer system to review my purchase history of defective laptops and 55" TV all coming from the Uptown Best Buy, in *********** with the most recent defective Lenova Yoga on March 3, 2024.
I would like Best Buy to respect the deadline. As Best Buy has always had the history of my defective laptops and 55 Smart TV's in their system, at a click of a button, and certainly did not require me to spend over 50 hours of compiling supportive documents to assist with their company investigation.

Sincerely,

***********************
Business Response
Date: 13/04/2024
Hello *****,

Thanks for your patience.

I have heard from the store. As your TV is long past the warranty period, we regretfully will not be able to assist with a return nor exchange. As for the laptop, we will suggest to please contact Geek Squad if you have outstanding issues with the item as it is still within the Best Buy Plan period.

If you need assistance arranging for a Geek Squad service, then do not hesitate to let me know and I will gladly have that sorted out for you.

Thank you,

*******
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 29/04/2024

Complaint: ********

I reject *******, Associate, Executive Resolution Best Buy Team Response,
As for the laptop, we will suggest to please contact Geek Squad if you have outstanding issues with the item as it is still within the Best Buy Plan period.
If you need assistance arranging for a Geek Squad service, then do not hesitate to let me know and I will gladly have that sorted out for you.
An email dated from ******* dated Mon Mar 11, 2024 @ 6:47 pm sent from ***************************************** to my email address stating "further documentation, and that she would reach out to Geek Squad for further review and "assistance on your refund inquiry."
From *******s review and investigation I would like confirmation of who ******* spoke to at the Best Buy, ******, *********** to come to the conclusion to refer me back to Geek Squad with respect to outstanding issues with the item (Lenova Yoga Laptop).
This Better Business Bureau complaint # ******** the reason this complaint was brought forth was as a result of the outstanding issues with Best Buy and the Geek Squad at *******************
I would like confirmation and clarity is the purpose of me to reach out to the Uptown Best Buy in ******** is in reference to me getting my full refund of my ****** Yoga Laptop?
I am seeking further clarification after *******s review of who she talked to come to the conclusion to send me back to the Geek Squad **** for further service. Therefore, from your last response nothing has been resolved.
At this time, I am seeking my entire personal purchase and return history with the Best Buy Store located in ******, ****************;

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

Business Response
Date: 03/05/2024
Hello *****,
Thank you for your response on the Better Business Bureau.
As had previously communicated, the ** is long past the warranty period so we will not be able to assist in a return nor exchange. As for the ****** laptop, our system indicates it had been brought in one time for a repair. The store did try to expedite the no lemon policy to have the Best Buy Plan fulfilled, however, the expedited no lemon policy was denied. Since as mentioned, we only have record of one repair for this unit. As the Best Buy Plan is still valid for the laptop, the store and I both suggest you to bring in the laptop to the Geek Squad precinct if you continue to have issues with the product.
Thank you,

Queenie
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 08/05/2024

Complaint: 21417561

I am rejecting this response
Queenie you neglected to mention, with the receipts submitted, As per your documentation request. Each Laptop didn't even last the warranty. Two laptops were dead and not working when sold to me and were exchanged in the store.
I was sold defective laptops that did not work, they were dead. This latest defective laptop is the ****** Yoga laptop. Hence, the reason for this BBB complaint is the historical defected laptops, I received at the Uptown Best Buy.
Prior to me bringing in my ****** laptop in on March 3, 2024, Mato got full approval from all the store managers who approved to have my ****** laptop be processed through the NO LEMON POLICY and again supported by Dakota, and Mato the 2 managers at the Best Buy at ****** in ***********, on the day I brought my laptop in to be processed as a NO LEMON policy, and that I would get a full refund. Both verbally confirmed by **** and ******. I clearly stated I would not accept a repaired laptop as per Best Buys defective laptop history, and that I would only accept a full refund as a result of my defective history with Best Buy.
You have not given me as to the reason this was not processed as a NO LEMON policy, considering every product bought a Best Buy has been defective. If this can not be resolved with in 1 week, I am moving forward with this dispute.

Sincerely,

***********************
Business Response
Date: 15/05/2024
Hello *****,
Thanks for your response on the BBB.
I am working with the store to have this matter rereviewed to see whether they can assist to proceed with the no lemon policy. I will have another update for you in 2-5 business days from now once I have more information on this matter.

Kind regards,
Queenie
Associate, Executive Resolution
The Best Buy Team

Customer Answer
Date: 18/05/2024

Complaint: 21417561

I am rejecting this response because: ******* you have not outlined the criteria for the No Lemon Policy. All you have disclosed in your email sent to me directly on May 17, 2023
1. You confirmed Geek Squad took it upon themselves contrary to their promise of refunding me in full for my ****** Laptop, confirmed by **** and Dakota; The Geek Squad shipped my ****** laptop to be repaired. Despite me being very clear, I did not want the ****** Laptop repaired, and as promised prior to me bringing in my Laptop, and confirmed with all the Best Buy Managers prior to me bringing in the ****** laptop that it would be processed as a NO LEMON Policy and that I would receive a full refund.  Best Buy intentionally lied and mislead me to believe I was going to be given full refund, and this was only part of the process, and that the NO LEMON policy was pre approved with all the Best Buy department and floor managers as per Mato.
*******, you state in your May 17, 2024 email that it is "impossible to proceed to NO LEMON. The NO LEMON was and continues to be denied." However you neglect to disclose as to why it is being denied, as well you have not disclosed the criteria needed to meet the NO LEMON policy.
Did you know, that when I spoke to ****, I also disclosed that my ****** Laptop was also over heating, and that the Laptop gets very hot despite buying bought several laptop fans. Hence, the ****** laptop continues to be defective, and the over heating issue was not addressed when they replace the hard drive. Was the over heating also brought up along with the hard drive needed to be replaced to the NO LEMON policy.
I have asked numerous times, and I would like to see, read, and review the criteria for the NO LEMON policy.
In short, this ****** Laptop is not fully functioning, and still is a defective laptop, and the laptop will continue to over heat.
Best Buy has the power to make things right, to supersede any policy and stand by their word, that I would be fully refunded.

Sincerely,

***********************
Business Response
Date: 22/05/2024
Hello *****,
Thanks for your response.
I do apologize as I thought the no lemon policy was explained to you at the store. To qualify for the no lemon policy, your product must have 3 major repairs and our technicians need to determine it requires a 4th.
The store did attempt to try to see whether you qualify, but regretfully you do not at this time. For this reason, we suggest proceeding with another repair if you are still experiencing issues with the product.
Thank you,
Queenie
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 31/05/2024

Complaint: 21417561

I am rejecting this response because:
Please submit the Name, Address of the ****************** the name of the insurance adjuster, a copy of the formal request and denial, work done to the ****** Yoga Laptop. As the name of the person who sent in the request for the NO LEMON POLICY. Also as previously requested please forward a copy of my Best Buy purchases and returns.

Sincerely,

***********************
Business Response
Date: 05/06/2024
Hello *****,
Thank you for taking the time to share your concerns on the Better Business Bureau following my previous response.
Your laptop has a Best Buy protection plan associated to it which is under Best Buy Canada. There is not a separate insurance company that handles the Best Buy Plan, therefore, I will not be able to provide information of an insurance company nor an insurance adjuster to you.
As there is no one singular person denying the no lemon of your laptop at this time, I cannot provide the requested formal request and denial to you. It is also against company policy to provide internal communication and detailed reports. We will be unable to divulge employee information as well.
As had communicated, to qualify for the no lemon policy, the product must have 3 major repairs and our technicians need to determine it requires a 4th repair. Store management did assist to look into whether it is possible to bypass it for you to make an exception, however, we regretfully will not be able to. Your previous purchases and returns were looked into when you first reached out regarding to this matter. Regretfully, further reviewing the previous purchases and returns will not aid towards an approval of a replacement of your ****** laptop since they were unrelated to the unit associated with the Best Buy Plan.
If you continue to have issues with your ****** laptop, then please do not hesitate to reach out to Geek Squad at your local Best Buy store. They will be able to look into the issue(s) with the product. If it cannot be repaired at the store level, then it will be sent to Geek Squad City, which is the repair facility owned by Best Buy Canada.

Thank you for your kind understanding. Have a wonderful rest of the day, *****!

Kind regards,
Queenie
Associate, Executive Resolution
The Best Buy Team

Customer Answer
Date: 12/07/2024
Please submit the attached letter for my response.

Thank you,

***********************
Business Response
Date: 22/07/2024
Hello *****,

As per my previous response, to qualify for the no lemon policy, the product must have 3 major repairs and our technicians need to determine it requires a 4th repair. Different products under different transactions do not qualify under the no lemon policy, therefore, any previous purchases and returns will not aid towards an approval of a replacement of your ****** laptop since they were unrelated to the unit associated with the Best Buy Plan.

If you continue to have issues with your ****** laptop, then please visit the Geek Squad precinct at your local Best Buy store. They will be able to look into the issue(s) with the product. If it cannot be repaired at the store level, then it will be sent to Geek Squad City, which is the repair facility owned by Best Buy Canada.

Thank you for your kind understanding. Have a wonderful rest of the day, *****!

Kind regards,

Queenie
Associate, Executive Resolution
The Best Buy Team
Initial Complaint
Date:11/03/2024
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.
Good day, the ****** advertising (sponsored ad) from Best Buy indicated a price of 629$ for a ** dishwasher (see enclosed picture), however, when redirected to the vendors website, the price was listed as 799$I have raised the issue to the vendors customer services but didnt get the matching price even after the confirmed the price advertised was at fault.
Business Response
Date: 13/03/2024
Hello ********,
We appreciate you bringing the ****** listing matter to our attention.
I'll ensure it gets escalated to determine if it's within our capacity to resolve.
Regarding your order, we'll honour the price of $629.99 + taxes until 3/22/2024.
To receive the discount after purchase, please reach out to our support team via email or phone, quoting your case number 20584484.
The discount will only apply to the model: LDFN4542S.
Thank you for bringing this to our attention.
Masood,
Executive Resolutions Specialist
Initial Complaint
Date:11/03/2024
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 membership. I cancelled my membership, but they keep taking fees from my credit card.
Business Response
Date: 14/03/2024
Hi ***,
Thank you for reaching out to Best Buy. We have received your cancellation complaint regarding your Best Buy Home Membership.
I can see that when you initially put in the request to cancel the Membership, you had promptly let the chat when the agent said "I will check for a Cancellation fee." This does not confirm that there was a cancellation fee, just that the agent was checking for one. As you are past the 1-year Membership date, there would have been no cancellation fee. Due to leaving the chat before the agent could confirm there was no fee, the cancellation was not processed. In the future, kindly allow our agents to complete their check before escalating concerns to the BBB.
Regardless, I have put in the request myself and it should be cancelled shortly. I will follow up with you via email once I can confirm it has been cancelled.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 14/03/2024

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:08/03/2024
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.
I was purchased extra storage for my sons laptop. The sales team at Best Buy ****** sold me on a subscription service that was to be canceled at any time with no penalty that would include the modification to my sons laptop at a lower price. I verified 3 times with 2 different sales people there would be an easy cancel and no problems and that the service was only to reduce my cost. When I tried to cancel my subscription in store 2 months after the service they gave me a business card with a number that does not work, when I finally got ahold of someone on the Best Buy general call line, they told me that it cannot be canceled for 12 months or I would pay a penalty, he said I could go to store and talk to the store about compensation, but Best Buy would not cancel my account without paying penalty. I asked to speak to the manager and the employee told me that he would do the same thing. I scheduled a call back in the next 48 hours and he assured me the result would be the same. I said I would be making a complaint and he said that it does not matter, this is their policy, I said that it is wrong that the store employee would share information that is not true to sell me on a subscription and he said that is not best buys problem.
Business Response
Date: 07/03/2024
Dear BBB,

Thank you for bringing this customers concerns to our attention. We understand any frustration or inconvenience this may have caused.

We have contacted the customer directly, this complaint has been forwarded to the ************** team in Canada, and they are working towards a resolution for their concerns. If assistance is still needed,they are welcome to follow up with us directly using the contact information provided to them.

Best regards,

Best Buy
Customer Answer
Date: 14/03/2024

Complaint: ********

I am rejecting this response because I am not satisfied that a sales person can share information to make a sale and rush a customer through a process to make the sale, and 3 times, verbally share there is commitment to opt out, when the sales team member would have knowledge of the binding contract. I find it really disgusting that a business has these practices, and then backs their employees on following through, with the back of you should have read the fine print. Very disappointing response and I will not be back. I have purchased many items over the years at Best Buy for myself and my children, and we will know shop somewhere else.
Sincerely,

*******************
Business Response
Date: 22/03/2024
Hi *****,
You're in luck, I had reached out to the Best Buy ****** Store location's leadership team, and they are willing to approve the cancellation and waive the cancellation fee.
You may be receiving a call from our Assurant team to go over the cancellation, although if not I will follow up with you over email once I get updated that it is confirmed to be cancelled.
Let me know if there is anything further.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 25/03/2024

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:28/02/2024
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 9, 2023 I purchased a brand ** Laptop from BEST BUY using ********* Payment for $1621,43 plus, a protected bag (*****) and Best Buy Membership (******) for Set up, diagnostics, repair, and services. Such laptop before the 30 days I tried to exchanged it since I didnt feel confortable with the model and couldn't changed it. When I got home the laptop failed from my dinner table to the floor inside the protective bag I purchase and the screem got cracked. I went back to Best Buy and got a diagnostic where the fixing adding the 20% off of the membership previously purchased was a total of $500.00. At that moment I couldn't afford the payment to get the laptop fixed. On January 31, 2024 I went back to a Best Buy store to get the laptop fixed agreeing to pay the $500.00. two weeks after I got a call from the Geek Squad (BEST BUY) letting me know that they contact ** and there is no screen/parts to do the replacement and that I have to contact directly ** which I'm not planning to do since they do BUSINESS to BUSINESS and if they couldnt get the part what can make me think that they will sell me the part. Now, I'm paying for a laptop that I haven't been used not even for a month and such BIG COMPANIES can absorb that loss instead of a single mother looking for a laptop to continue providing for her family.
Business Response
Date: 29/02/2024
Hi ********,

We have receive your case in regards to a complaint that was made to the Better Business Bureau for a laptop service/repair issue.

From what I can see, it looks like the prepaid store pick up under number ********** was cancelled due to it not being picked up. This means that this order was neither picked up nor paid for.

If the laptop was paid for under a separate order number or transaction, please provide us the order number or a copy of the receipt for the purchase of this laptop so that we can take a further look. Unfortunately, we will not be able to assist further without this.

In regards to your complaints about the the repairs by Geek Squad, please advise which Best Buy location you went to so that I can reach out to the store for more information.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 05/03/2024

Complaint: ********

I am rejecting this response because:
When a representative of your team reached me told me that I will received a call when the laptop was returned without repair at the store. Such call has not been received. Im a firm believer that is better to get a service without needing it instead of needing it and not having it . It seems that in this case is the exception. The laptop was purchase through a payment plan offered by ********* because I couldnt afford the price of the same at that time.
As the Representative of your Team says they werent unable to get the part from one of your ***************** ** since the model was too new. I would like to left my laptop to be used as parts and replacements for future customers like myself looking for repair their laptops to avoid the same answer from ** and the Best Buy Team. Customer Satisfaction should be your slogan. I just want to be release of a debt that I acquire thinking in the best interest of my family with the peace and tranquility that I dont own something I havent used. The laptop was left for repair on January 31, 2024 at Best Buy *********************** Location. Please find attached the receipt for your reference along with the previous docs already submitted where you can find the info regarding the purchase and the payment plan.

Kind Regards,

*****************************
Business Response
Date: 13/03/2024
Hi ********,

Thank you for your response!

I have reached out to both the store where the laptop was picked up and store where the laptop was dropped off for repair.

The store where the laptop was picked up has advised that when you picked up the laptop, the unit was not picked up from the order pick up area and thus was accidentally cancelled and you were never charged. The invoice we see online reflects this as it is indicated that your order has been cancelled. This should also mean that you should not be seeing any monthly charges for your laptop or the protection plan on it as you were not charged for your order. We have confirmed that there are no charges on your ********* account as it does appear to be blocked.

Please note, our team from the store has tried several times to correct this by contacting you, however, they were not able to reach you.

The receipt you have attached does not show the sale for the laptop. Only charges for a laptop sleeve, Best Buy Membership, a phone case, a printer, the protection plan for the printer, and some batteries. The screenshot of the laptop and protection plan on the first and second page of your document show a pending invoice that has since been cancelled and is not a receipt for your purchase.

For your reference, your monthly Best Buy Membership is also no longer valid as this was paid for in cash and as such we were unable to take subsequent payments for it and is thus cancelled.

As the order was not paid for, we will have to hold the pickup of this laptop that has been left at the Best Buy Store in Scarborough.

If this is incorrect, we will need you to provide a copy of the purchase receipt to your ********* account or any other relevant documentation.

Apologies for any inconveniences we may have caused.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/03/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

*****************************
Hi Best Buy Team,
First of all, on March 6th, I received the first email from the Geek Squad reaching out to remind me that my unit is available for pickup at the Geek Squad Scarborough location. Unfortunately, the parts were not able to be sourced for this unit, so it has been sent back unrepaired. (Screenshot of the email has been attached).
Please confirm if the unit is going to be hold or I'm able to pick it up. As well, I contacted ********* and the confirmed that my account is locked and there is no charges.
Regarding my Best Buy Membership I was told that the payments will be take directly from my credit card since I'm a previous customer already enrrolled in the membership and most customers doesn't have the time to go every month at the store to make such payments. At this point I just want to have clarity if I have any liability with Best Buy or If Best Buy have any Liability with me since the laptop was send to repair while my memebership was active and was returned without being repair and I start paying for a service I asked for but I didn't received it and was some how "naive" paying for it.
Hope you understand my discomfort.
SIncerely,
*****************************

Business Response
Date: 20/03/2024
Hi ********,

Thank you for confirming that your ********* account is locked and that there are no charges to this account.

Unfortunately, as the unit was not paid for, the unit has been put on hold and you will not be able to have this picked up. If you are still interested in having a replacement unit, I would recommend making a purchase for a new laptop. We would be happy to assist with transferring the data to your new laptop if you require.

In regard to the Best Buy Membership that was cancelled, you must use a credit card at the time of purchase in order for the membership to be valid and renewed every month. We cannot take previous method of payments even if you have purchased protection plans with us in the past.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 20/03/2024

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,

*****************************
Hi Best Buy team,
as I previously mention the laptop has not been used for that reason there is no need of transferring data.
sincerely,

*****************************
Initial Complaint
Date:26/02/2024
Type:Customer Service 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.
Approx 4 months ago I called Best Buy team and gave my CC info for a best Buy Geek squad tec support Plan, I already pay for the Best Buy VPN service (account and recently have a renewal request for this service of 1 year) when I call in for help with camera why I had paid for service, I was told I do not have an account, when I explain I was hung up on, after he said my supervisor said "we can not help You'' I try to call another agent and my Number was Blocked (call hangs up) to both **************** numbers, Months ago I see the $29 charge on my C Card and call in many times NO help only a waste of time chatting and being told sorry You have no account Same at ******************** chat you have no Account, In the last 4 days I have chatted for over 8 hours this is a game to Best buy and the people chatting. they say hold on and transfer you to another agent who asks the same things you have answered 20 times I have seen a few recent best buy $29 dollar charges, so I am Paying they tell me drive (1400 km) and go into store to try fix this this is unbelievable I wanted service so I paid and have been promised a call back from a Lady at head office one month ago and it has never happen, I do have notes that confirm (and screen shots of last 4 2 hr days effort) this company is Up to no good. I had to cancel a CC 2 years ago after 8 months Double billed by Best buy, I could not get Help, I was notified later someone in ** had free service on my Card "Did I know them lol" This should be simple except only a true helpful Party will Now find out. Thank you for all your effort In sorting this out, I feel enough goes on each day in the world no one should be able to be so defiant of business standards like best Buy has proven to have acted. **** ** *** ***** ******* ***** ******* **
Business Response
Date: 26/02/2024
Hi *****,

We have received your case in regards to a Geek Squad Membership/Billing Issue.

From what I can see, I am unable to see any active membership plans on your account with the phone number ************** and email address ****************** on file. If your membership or plan is under a different phone number or email address, I do ask that you provide us with the correct information to locate this.

Alternatively, you may also provide us with a copy of the purchase receipt for the plan so we can directly look this up.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 14/03/2024

Good Day ******,
I sent this below I will try be more understanding.
First, l would like to have my phone unblocked, I had this done by a geek squad person who claim, l spoke with manager and we will not give you service, he refuse to give me the supervisor or his name, He hung up on me and I was unable to call back my phone hung up, so far 30 hang *** I can not even call to sort this out, this is silly, this happen 5-6 months ago after I paid for my service by cc on the phone with a girl who called me back after getting permission to process my account over the phone. In my notes I show a new? account # (I got 4 months later) in pictures I sent you.

BB used my CC as my notes show as I was told by ***** $1157.84 has been billed, he said on my CC when I gave him my CC account #,
The picture shows the notes page, ***** words, You were billed "from sept 11 2020" on your card. How has my account has been billed?
Next ***** said are there any more ******'s in your family, my reply ***** (an estranged sister) ***** reply Yes that is who has the account.
This is fraud and I would like charges filed, it took me 4e ? months to get this information, only because I persisted, explaining an agent released this information, every time I called in to Best Buy I was told let me read the notes, an then run around began. no help and repetitive same questions and reply's wasting of my time, No agent had Power? to help me, this seems an inside job of theft on me and the customer service was deplorable.
I feel I must be made whole by Best buy, paying Customers need to be respected not played with by higher ***. what I endured along with many years ago double billed (another incident) when No Help, I was told by Police all I can do is cancel my Credit card, I did then, cancel my account 1st time now is the 2cd time.

Another past experience, being a customer for years my Laptop was stole, buying another, I was told sorry about your luck "You have No backup all is lost"
That was never customer Care in my opinion. My important history was Lost, I paid BB the professional's for this? I again was victimized.

when I was at Karens a year ago, I was stunned she had best buy never used it and I call in to get her help with an issue. at this time I was told by Her I can use her account for some set up issue I had too.
Next, I try to use her account and was told "Notes state, ***** has said you can not use her account" after some months I try to buy my own account and here we are (my card was paying for her account with out my Knowledge, is theft, best buy enabled and refuses accounting, treating me horribly as well)
I feel this needs theft needs to be addressed as well as my Refunded Money, BB did not, perform due diligence in billing, Her name was using My Card, another sister did same to me with CAA, these are sneaky people and BB enabled this, after what has happened has many issues as well.

To move forward I hope these matters are corrected, My refund is forthwith and I begin to have my own account, and as a customer mutual respect is given moving forward, (no more games)
Best buy actions show they have own agenda I hope to have mutual understanding moving forward why this can happened, to stop it with Me.

Thanks ***** and please yes do what ever is required to Help Me (and others) I have many notes, and the time I have spent on this has broken my Heart I lost My mom and I worked all my life to help support 2 sisters who cruelly abandon Mom when We had nothing left to Give them.

Thanks again ****** and feel free to call me I am very thankful for your help in sorting this disaster Out

Sincerely *****
Business Response
Date: 21/03/2024
Hi *****,
We have received your BBB Complaint regarding being charged for monthly services. I can confirm there are no monthly services attached to your phone number ************.
I see that you had originally shared a monthly service plan with your sister, *********************** which is still currently active, although we have notes here stating that she no longer wishes to share this plan with yourself. If you are currently paying for *****'s monthly plan, this is something you will need to sort out with her, as we cannot cancel or transfer any plans without the approval or consent from *****.
As this is outside of our hands, I suggest you to reach out to you sister to discuss her method of payment towards the Geek Squad Extended warranty.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 21/03/2024

Complaint: 21343209

I am rejecting this response because:
Good Day and Thank you for your attention to my five month ongoing problem, i have not read anything notes sent, this is not from my notes, only from clear memory I will tell you these facts (thanks for 30 mins, this is not enough time i will try,
I have never shared a Best buy account with *****, She moved and I help her at which time we did PC work at her home on both our Laptops, this was her account, I never had access to unless getting permission (I have an email to this) from ***** first, We speak as little as possible, I had a Bitdefer *** service and I had told her You can use my *** can I use your tec support?
***** did her research and Was angry Your *** Sale price *******, I told her No thankyou I will not Pay you, (I felt she was scam her account somehow) I was happy to help and get your tecs to clean Her PC for Her (In Records) she claim she "pay for and never used it Before" I felt scam then for sure, everything is a secret with her I am the opposite Open, I believe!
I came home (2000 KM and I went on to Use Geek tec and I was told ***** said You can not use her tec support, I said "No Problem"
I had the *** subscription and support had help me with disconnecting and not starting. PC I would be online and "Not Protected activate ***" flash on screen.No Issues.
In Oct. ? I paid for Geek Tec Subscription By Phone, This person Who Help is Real She understood, Best Buy is 1400 km Car ride 2 days really, it does cost a few hundred dollars for fuel. That person was bright lite for best Buy She call Me back with Permission from a Manager I believe. I believe Oct i saw notes, I recall I needed Help fixing up My Camera, and account set up.
I call in a few days later to Geek tec and I was told I do not have an account or I can not use Karens? My reply I have My own account I just got it |(it did show up on my Credit card bills)
He went to talk with his Supervisor would not help Me hanging up, I recall I called back and got the same person who got Angry with me said "You do not have Service with Us and WE Can Not Sell You Service" I said what id# and your Name? what is Supervisor who told you this? He would not give me his Name and He Hung Up on Me! I try to Cal back again as I had just activated a New account and I knew this was a mistake, The first time I was hung up on and Next call my Phone disconnected without Ringing (3 beeps) I believe this was in Oct. I have not even been able to try get *** fixed as I can Not Call in I just let it Go. except My CC bills were adding UP. To this Day I have spoke with Several Managers even in head office who Peomise me a call back 2 months ago, I just wanted a service, No call back, can anyone say why? or fix this? I just try to be a customer and I belive fraud could be going on (Is it On Me like ***** ? said?
the last one week I spent 16 =20 hours on chat (drive to Store or transfer to repeat the same silly endlessly on chat, is it funny? I get Billed I have *********** MY phone is Blocked Can we sort this out ? even told do not be rude on chat. I am old my cabin is secluded, I only ask for Help, happy to Pay. What happened to customer service? I see many negative feedbacks do they get sorted out?
I have pages of notes, Once I was told I have been Paying for Karens GEEK Squad Service? another agent said Just put your Name on Her account. Is this customer Service? No One is allowed to Help or Sort anything out You have the Notes and Records How can this go on all I wanted was to phone in Buy Pay for and Use My own account something very strange, Why the confusion on Your end I have talk to BEST Buy Customer Service for More Hours, keep people employed this types of service I could have used my own agent I try to smile it off, even though my treatment was demoralizing this is what our world has come to.
Anyway this is not the first time before My Credit card was billed for someone else 8 Months I could not sort it out and had to disconnect my credit card then to so this is the second time. I feel sad it feels like I am being selected agaisnt and it you Put it all together this does not Pass the smell test There is a lot to this.
#1 Please inform Me if I have had Fraud committed with my Credit Card
#2 I believe I saw 3 or 4 months Geek squad $28? charges since Oct. for ************ I was told I have NO Account, (I *************************** My credit Card because of Your Error)
#3 My *** was disconnecting and I had no support.
#4 If you are able to Sort out our accounting and you will have me as a customer I am interested to ************************** with Thanks for your help.

Sincerely,

***********************
Business Response
Date: 28/03/2024
Hi *****,
Thank you for all the additional information. Although as it still stands, we cannot locate any Memberships under your phone number **************. Would you happen to have another number which may have been used for the Monthly plan you are being charged for? If you could provide an original receipt or invoice as well, we would be able to look into these concerns better.
Kindly provide the requested information so we can locate your plan.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 03/04/2024

Complaint: 21343209
Hi and thanks for your help
The person who told me was ***** we spoke several times, and I can make out from my notes, $1157 was charged since 2020 on my card by ***** (My older sisters ph# ************)
I suspected her stealing service she has no money and when I went to visit a year ago she told me she had Geek squad years and never used it
***** refuse to let me use her service. after I help her at her apartment, and last month ***** use my last 4 CC # s to say I was paying for Her.********** said Cancel now pls I was transfer to billing and the entire saga started to repeat, I could get no help and ***** did not call back as promised
Months ago my VPN it was disconnecting, I could not get tec support with it I was told I had no account? (but I have VPN) I was told drive 1400 km to BB that was not an option for me, I will screen shot my recent VPN renewal request for you notes state expire 13 days email ******************
BMO bank reverse CC said $28.25 nov and dec payments and I cancel my card to stop billing for my new Oct. Paid for over phone, to save me a 1400 km drive to best buy ************************************* tec support plan. I believe I can find this invoice if you need it

Sincerely,

***********************
Business Response
Date: 08/04/2024
Hi *****,
Thank you for your response, and for the additional information. Unfortunately, at this time, there isn't really anything Best Buy can do here. We don't have the visibility nor proof to determine that ***** is in fact using your credit card to fund her Best Buy Home Membership, and not her own. ***** has told us not to let you access her account, and only ***** can directly make changes with the method of payment as the account is under her name.
My best suggestion would be - if you truly believe ***** is using your credit card for her Best Buy Home Membership - you should reach out to your financial institute and claim Fraud and file a chargeback. I don't wish to insinuate anything, but if she is using your card without your permission, that would be stealing.
I can confirm once again that there are no Best Buy Home Memberships under your name or number. Kindly reach out to your financial institute to file a Fraudulent purchase and file a chargeback for the purchases.
I hope you are able to have this issue resolved.
Kind Regards,

****
Executive Resolution Specialist
Bestbuy.ca
Customer Answer
Date: 09/04/2024

Complaint: 21343209

I am rejecting this response because:
In Oct 29? l pay for geek tec support squad account..
You can see screenshot Best Buy notification found both my account s plural,
The account number is on the included screenshot is ****** (I hope it helps)
VPN being my other paid for 1 yr in advance account. (Now expired l believ) My VPN was disconnecting and on l call in before Oct. to have it investigated, l was told l had no account. This was incorrect! I wanted help with a couple things, install camera software and tune up and decided to purchase Geek Squad tech-support services. Health considered it was unreasonable for me to drive 1400 km to ************** Best Buy when all my other transactions with Best Buy were done online and by phone, l am aware that they have or had a good support and customer service.
l chatted at least 20 hours BB should have this all recorded information (unless a internal breakdown) each time all my information was kindly given
My Chats had 4 managers involved the last manager ***** (as in notes supplied) ask me if l had relitives that could be on my card number l explained my issue with *****, his reply you already pay for her account $1157 since 2020? This distraction is not the Real issue now, lets regain our focus, my credit card has been cancelled. I highly Doubt Karens account is being paid for, she runs broke with the underground. Thats on you now if you give some free service.
My cc refund screen shot is bank would only refund 2 of my new Oct Bb account months Out of good will And we did cancel my card (for the second time)
If this helps l will be thankful if not, l must persist l am dyslexic and need a small bit of pc help l can not read instructions well.
l hope it is in your heart to help me to drive 1400km cost me 2 days and $500 plus dollars if l stay overnight more.
Am l allowed to pay for my own account? This is the Issue
as l said at the start l was told l can not buy an account and hung up on next my Attempts to call Geek Squad to fix this were blocked
Thank you for your Help Sincerely,
***********************
Business Response
Date: 17/04/2024
Hi *****,
I can see that you are referring to a Bitdefender VPN service, although this is unrelated to Geek Squad and this service is with Bitdefender. I had also noticed from the screenshots you provided that ****** is only the activation key for the Bitdefender VPN, and not an account number.
As I mentioned in previously, I cannot locate any Geek Squad or Best Buy Home Membership accounts under your phone number: **************. Unless you have another number which the plan may be on, kindly provide this.
Also please understand that your sister ***** has requested you to not access her account, so at this time we cannot share any information regarding her account with you without her verbal permission. She will need to call into Geek Squad and verbally give you access to her account if we are to share any information with you.
If money is being taken from your account on a monthly basis, I suggest you file a chargeback with your financial institute.
Thank you,
****
Executive Resolution Specialist
Bestbuy.ca

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