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:26/02/2024
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.
Hello BBB, Best Buy order# ********** Case id# ******** I was made online order on BestBuy.ca February ******* for two items: 1) $29.99 ********** Player 2) $139 ***** Pencil Totalling with fees and taxes: $191.98 On February ******* package received, courier drop it outside of my door.I noticed package outside when i get home. Open it and it only one item inside ********** player and ***** Pencil is missing. Same day called Best Buy Canada customer service explained the situation, customer service told me that not to worry Best Buy will send you missing item or will issue refund with 3 to 5 business days. **************** provided to me case id and told me not to worry. So of course nothing happened, I called back spoke to numerous customers service reps all of them providing deferent answers and no resolution on my case. Then i call back again and insisted to talk to a manager, finally get manager ******** on the phone explaining situation all over again and she tell me it a different department handling that type of issues and while on the phone to me she send email to appropriate department and copied to me then she tell me it take them 3 days to contact me back via email. Day or so I received email from Best Buy asking to explain what happened and send them photos what I received via email: product, package and label photos. I did reply back with explanation and photos. Two days later I received reply that investigation will take one or two weeks. This is make me so upset they took money from me and not delivering item i ordered and I should wait that long. This is not acceptable and i ask you to please help me to resolve this issue.Thank you *******
Business Response
Date: 29/02/2024
Hello *******,

Thanks for taking the time to share your complaint to the Better Business Bureau.

We are writing to notify you that a lost shipment trace is in progress for you with ****** Distribution. During the investigation process, ****** Distribution may contact you, most likely by email, to confirm information about your package. We ask that you work with ****** Distribution for the investigation to be completed.

We will have another update for you in approximately 2 weeks from now once the results are available. If your claim is approved, then a refund will be issued to your original method of payment.

If you wish to re-order the item at the same price and need assistance, then please contact us. Ensure to reference your order number.

Thank you,

Queenie
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 01/03/2024

Complaint: ********

I am rejecting this response because:
The same Best Buy representative contacted me but he not mention to BBB that its because its $139 it such high value item!
My reply to same Best Buy representative
Are you serious high value item! You must be joking!
It's a Best Buy who makes things difficult when it comes to a problem like this.

You are only nice to customers when you take their money or let me rephrase it "STILL IT"
I have no patience anymore, I'm demanding a refund immediately!
Sincerely,

*******************************
Business Response
Date: 11/03/2024
Hello *******,

Thank for your patience.

We have completed the investigation to approve a full refund of the "***** Pencil (2nd Generation) for **** - White" from order# **********.

Please allow up to 3 business days for the transaction to be processed and reflected on your *********.

If you need assistance to reorder at the time price, then do not hesitate to contact us. Ensure to reference your original order number.

Thank you,

*******
Associate, Executive Resolution
The Best Buy Team
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:23/02/2024
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 purchased a TV and a 4 year extended warranty in 2022. My warranty extends to 2026. I have a slight issue with my TV and brought it into the store it was purchased with the intention of a direct exchange, only to be told that after a year, all exchanges and refunds are to be done online, shipped, and a gift card for the purchase would be sent. These are barriers used to negate an easy exchange, waste more of my time and are completely unacceptable. The average consumer doesn't have the time to jump through all these hoops in order to receive what was rightfully paid for. The resolution I want is a direct exchange product for product in-store. To have to send the product elsewhere, wait weeks for testing and troubleshooting, only to send me a gift card where I have to buy the product again is unacceptable because it is a PAID FOR warranty. If nothing is done to resolve this issue, I will take my business elsewhere and look to legal avenues. It's preposterous that the process can't be streamlined considering all resources are available in store.
Business Response
Date: 27/02/2024
Hi ****,

We have received our case in regard to a complaint made to the Better Business Bureau in relation to your protection plan claim.

It seems like there may have been some miscommunication and misunderstanding.

Unfortunately, our stores are not able to assist with warranty claims and these must first be submitted online or over the phone with one of our agents. We cannot simply do a straight exchange if you bring the unit into one of our stores as we will need a technician to assess the unit before we can advise on the next steps.

If you haven't already done so, please submit your warranty claim online at ******************************************** or you can give ************** if you need some assistance.

As soon as the team has had a chance to review your request, they will get back to you with the next steps.

Please don't hesitate to reach out should you have any questions or concerns.

Thanks,

The Best Buy Team
Initial Complaint
Date:23/02/2024
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 purchased Norton 360 for 1 device -digital download on Feb. 17, 2024. Order number: **********. I received a product key that says "invalid". I contacted their customer service and they didn't help me at all. One customer service told me that I would receive a new product key but after 2 days, they just resent the "invalid" product key. The second customer service rep told me that I had to wait for another 48 hours again and she sent the request to IT, imagine how inconvenient and disappointing it is. I am well aware of the no refund policy on digital products if it is "working/ usable" but this business gave me an "invalid product key" and refused to return my money. I wonder now how many customers received an invalid product key and they can't do anything about it. I don't want my money back if the product key is "working", unfortunately, because it is a small amount of money, other people did not complain. But I will not let them get away with it. Either they have to give me a product key that is valid or refund my money.
Business Response
Date: 23/02/2024
Hi ***********************,

We have received your case regarding a refund request for an invalid code for the Norton 360 digital download that you have purchased.

We are writing to inform you that we have refunded your original method of payment in the full amount. You will see this credit reflected on your statement in 3-5 business days.

Please don't hesitate to reach out by responding to this email if you have any questions or concerns.

Thanks,

The Best Buy Team
Initial Complaint
Date:22/02/2024
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.
I have purchased a PS5 from BestBuy. After the purchase, I found better deal for product at GameStop which results in $89.99 price difference between BestBuy price and GameStop price. The policy at BestBuy says:"With our Low Price Guarantee you can shop knowing you'll find the best price at Best Buy, all year round. If you find a lower price with another retailer or authorized dealer online, in-store, or in print, before you buy or within 30 days of your purchase, well gladly match that price. Should our own price be reduced after your purchase, present us with your original receipt within 30 days of purchase and we will match the price and refund you the difference."The policy states for online orders:"Online: If you've bought something online, you can request a price match online or by phone. To make your request online follow these two easy steps: You will need to Find your order Next, go to the order details page, and select Contact Us."However, when contacting on chat, the BestBuy is just finding excuses and contradicting their policy wordings that are mentioned online. The excuses are:1. You only have option to return the product 2. You can go to store and get refund. On asking more details, response has changed 3. You do not qualify for credit because product is available in limited quantity, whereas the product shows 46 units at GameStop 4. The product is not available for online purchase at GameStop, whereas BestBuy policy states that the Low Price Guarantee is considered for in-store products as well They leave me no option and advised that I should report this malicious treatment of not following their policy.Please find attached invoice and multiple screenshots from GameStop where it shows product availability and allows to book.It is not only discarding my request for a credit/game to match offer but also utter disregard of ******** consumer law and their policy posted online on their website. Felt extremely helpless as a customer.
Business Response
Date: 26/02/2024
Hi,

Thank you for reaching out to us regarding your recent price match request. We appreciate your loyalty and your interest in our price match guarantee.

After carefully reviewing your request and examining the details provided, we regret to inform you that we are unable to honor the price match in this particular case. As per our policy, the product in question must meet specific criteria outlined in our terms and conditions, which you can review here: [Link to the price match policy - ***************************************************************************************]

Upon reviewing your order and the details provided, it appears that the product does not meet the eligibility criteria for a price match. Our policy explicitly states that the product must be in stock, available for sale, and cannot be a limited time offer, pre-order, or available only in limited quantity.

We understand that this news may be disappointing, and we sincerely apologize for any inconvenience this may have caused. Our aim is to provide fair and consistent service to all our customers while adhering to the guidelines set forth in our policies.

We genuinely appreciate your understanding in this matter.

Thanks,

The Best Buy Team

Thank you for visiting BestBuy.ca

As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.

Best Buy Canada Ltd. 102 - ********************************************************

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions
Initial Complaint
Date:22/02/2024
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'm now 10 days after purchasing a tv from bestbuy, who lost it in thier warehouse. My package was never picked up by ********* and now Im stuck in limbo without a tv or my money to buy one somewhere else. They will not give me a refund because order says "shipped". So I'm currently stuck. Customer support is useless ive contacted them 5 times and keeps telling me to wait and trying to brush this off. I will never purchase anything from bestbuy ever again nor would I reccommend them to anyone.
Business Response
Date: 22/02/2024
Hi ****** ******,

My name is ***** and I am writing to inform you that I have received your lost shipment claim.

Since your purchase was made in store, I have informed the same store location to contact you and organize your refund as soon as possible. If you have not been contacted after two business days, please feel free to visit the store and inform the associate of your situation referring to case ********. Please have in your possession your original method of payment and your invoice in order to process your refund.

Our ultimate goal is to get your product to you, so may contact you for more information about your lost shipment.

If you have any more questions, please do not hesitate to reply to this email.

Thank you,

Thanks,
Houda
The Best Buy Team
Customer Answer
Date: 23/02/2024

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:20/02/2024
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.
I purchased 2x Quest VR headsets online. These were purchased Dec 1st ********** and Dec 14th ********** On Dec 22nd they went on sale to include a $75 gift card with purchase for boxing week. I chatted into BB Cust serv on Dec 23rd (within 30 days of purchase) for low price guarantee and my steps to qualify for this offer. ******* I chatted in said the items qualified and will process the price and ** offer. I will receive the ** for each order within 30 days.2x$75 I waited and on Jan 29 chatted in after not receiving and it was escalated. I waited several days and called in and ******* took more information and said I should receive response in 1-3. No response so I called again and ******* said the ** was not escalated correctly and completed. I then received a email response saying the item did not qualify for the Nov ** promo. I wasnt looking for a resolution for a promo in Nov but rather the Boxing week promo. I called and was told theres nothing that can be done. My purchases did not qualify and the low price guarantee was not valid for that offer. I said I have transcripts stating it did qualify and if it was going to be such an issue, I would have went into store on 23rd instead of chatting in and would have refund resell for promo. I also stated that the purchase DID qualify based on BB website guidelines for low price included below. I have been provided incorrect information, incorrect steps as to claiming the offer, incorrect reasons for declining my inquiry and no resolve and treated unfair.Products that qualify for our Low Price Guarantee Special sale prices include: Black Friday, Black Friday Month, Black Friday Prices Now and Early Black Friday Sales, Friends and Family, Members Only Pricing, Ultimate Smartphone Sale, Cyber Monday, BOXING DAY/WEEK, .. mail order offers, rebates, coupons, premiums, FREE OR BONUS OFFERS,
Business Response
Date: 22/02/2024
Dear Valuable Customer,
Thank you for reaching out to us regarding your query. We sincerely apologize for your predicament and wanted to assure you that one of our customer service executives will soon be in touch with you to resolve this matter promptly. You will soon receive an email from our agent; kindly respond to that email to get a resolution for your case.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:20/02/2024
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.
1st Order#********** Open *********** ** ***** **b 512GB Web Code: ******** Paid: $792.40 I ordered Open box ** ***** **b 512GB on Feb 9 at 13:27:18 PT, my order was confirmed as per the screenshot attached, also there were about ********* available for purchases and I was among the first few to place my order as per the time on Feb 9 at 13:27:18 PT, after 5 days of wait order was not shipped and I contacted on call customer service and spoke to *********************** F Reference ticket no.********, I was told my order was in a backorder and I will receive a email with a e-certificate. i did got an email confirming my item will take time to ship and is on backorder, but that email did not had e-certificate. I contacted back and spoke to a rep ********* requested her for my order to be looked after and get shipped efficiently or to ship me a similar product which is in stock. She promised a call back seeking an approval from higher management, but she never called back and within minutes of the call I go an order cancellation email with e-certificate.One of my friend who ordered the same tablet after 1-2 hours past 13:27:18 PT, had received his order, this require investigation.The e-certificate amount sent is very limited and does not off set any Sale price of the item, as a resolution I want atleast 25% of $792.40 in e-certificate store credit as compensation for legitimately cancelling my order, please verify the "time" in which orders were placed & fulfilled 2nd Order#********** Open *********** ** ***** **b 1TB Web Code:******** Paid: $1413.90 Delivery Date: Feb 17 Issue: Item received inside cardboard box slid open from its original packing, device was banging left and right in the shipment box, came via ***** Ground shipment in the sealed & undamaged exterior cardboard box, I noticed the item inside was moving left and right, upon opening the cardboard box to my surprise I noticed the ** ***** **blet slided out of its original box and was banging left and right all throughout shipment process, the Tablet box did not have any seals on it nor it was taped. All four corners of the slim box the tapes were cut, geeksquad team never sealed it back, was looking very unprofessional to see a $1400+ item getting delivered in this manner. I still have to test the device for the damages on screen and pixels, due to its slim size and weight it cut through the bubble wrap supports. Please check the images, the condition of the item box from each side and corner, popped open, tapes were all left open and cut For this order as a resolution; I want either of the two below 1. A full refund of $1413.90, and I will not return the device as the order was delivered in a compromised state (or) 2. I want a replacement to a new device of same item, model, capacity, plus a e-certificate store credit of 25% of $1413.90 as compensation
Customer Answer
Date: 20/02/2024
I placed two orders with Bestbuy Canada for a sum of $2206.I am long time customer of ********************** and shares many years of shopping history
1st Order#********** for Open *********** ** ***** **b 512GB Web Code: ******** Paid: $792.40
On Feb 9 at 13:27:18 PT, my order was confirmed as per the screenshot attached, also there were about ********* available after my purchase on Feb 9 at 13:27:18 PT, one of my friend in ******* who ordered 1 hour after me had his order shipped from ** and received, whereas my order was cancelled by Bestbuy deliberately , after 5 days of wait order was not shipped, I contacted customer care on call spoke to *********************** F Reference ticket no.******** and then to ******** the second time in same ticket no., I was told my order was in a backorder and I will receive a email with a e-certificate. When I spoke to a rep ********* I requested her for special handling my order and requested for a look alike product if its in back order, I inquired placing an order assigns *** to my order then how come the item assigned to me suddenly disappeared from inventory . She promised a call back seeking an approval from higher management, but she never called back and within minutes of the call I got an order cancellation email with e-certificate which is not enough to overset the price of the item as the sale is over.This requires an internal investigation why and who cancelled my order deliberately and who took away the *** item assigned to my order back end staff need proper training.The e-certificate amount sent is very limited and does not off set any Sale price of the item, plus the item went out of stock and removed from web page. I want a resolution, plus want Bestbuy higher management to investigate where my item went after confirmation.
2nd Order#**********
Open *********** ** ***** **b 1TB Web Code:******** Paid: $1413.90 Order date: Feb 13. Delivery Date: Feb 17
Item received inside ***** cardboard box was came is a compromised state- the seals of the box were broken, an open box item is inspected and sealed before shipping which did not happen, Bestbuy used ******************** and I believe shipment came by Ground from **************** to ******* ** where I live. When ***** delivered the item, both me and the driver noticed the item inside the sealed cardboard box was moving left and right across the box left and right, I firstly assumed ,maybe there was not enough supports bubble wrapping inside, decided to take photographs which are attached, when I opened the exterior cardboard shipping box I saw the device slid outside its original packaging box, was sliding left and right inside the box all through transit via ****** Due to the slim box of the device and broken seals device came off the box, the wrapping did not support enough.
As seen in the photographs the Tablet box did not have any seals on any of its side, previous seals on all sides were broken and new seals were not placed. The condition of the box itself looks like a Refurbished item which should get atleast 40%-50% discount, this was clearly not a open box item.Box condition looks dirty, with many labels and stickers was looking very unprofessional to see a $1400+ item getting delivered in this manner, its evident that they sent a refurbished product as the device was kept in a transparent sleeve; and was missing its original white color sleeve it comes it. I still have to test the device for the damages, For this order my ask is why did I receive a item which was not sealed properly, shows signs of use and severe wear and tear, clearly looks like a Refurbished unit but not an Open box, and so I should not pay Bestbuy a price they advertised it as Open Box like new, 15 day customer returned item, when clearly device and its box look refurbished. For this I need a proper resolution, with fair credit which both parties should agree upon 1.The device got delivered in compromised state
2. Item looks Refurbished and not open box, plus the issue of not sealing the box and sending ********** service
I want immediate resolutions for both my orders , the senior management should train their order handling team in the backend, as well as monitor any wrong doings, resale of items to there family and friends and cancelling valid customers orders. Also the condition, packaging and sealing open box items, quality check should be handled with professional and experienced people.
Attached .zip file which has 10 images
Thanks,
****
Contact: *********************
Business Response
Date: 22/02/2024
Hello **********,
We understand your frustration and apologize for the issues you've encountered with your order. We appreciate your feedback, as it helps us improve our services.

Regarding the order cancellation: While we understand the inconvenience, our terms and conditions allow us to cancel orders at any time.As per our terms and conditions: We reserve the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever. If the price of any product you order was incorrectly displayed on our Web Site, we will provide you with an opportunity to place an order at the correct price.
You can review these terms at the following link:****************************************************************************************************

We apologize for the condition of your tablet. We'd be happy to offer a full refund once it's returned. You can download a return label from your order details page or visit your nearest store for assistance.

We're taking steps to address these issues and ensure a better shopping experience in the future.
We appreciate you bringing this to our attention.

Thank you for your understanding.
Masood
The Best Buy Team

Customer Answer
Date: 23/02/2024

Complaint: ********

I am rejecting this response because:
Not satisfied by Bestbuy's response, this is a unfair practice which breaks consumer protection laws in *******- specially for my 2nd Order#********** its a case of clear Misrepresentation of the item shipped. I want to escalate this case to the higher executive team at Bestbuy
1st Order#**********
- This was not a price error, this was a sale all ******* S8/S9 tablets were discounted for a week
- few units of open box ** ***** **b 512gb were shipped, one of them was received by my friend who ordered 1 hour after me, now the same item came back in stock at its full price, you should have at least provided me a resolution, a credit plus price match to re-order it.
2nd Order#**********
- item shipped had broken seals on the box, as advertised on the item page, item did not went through any Geek squad checks nor the box was sealed
- item shipped came in a compromised state inside the box, due to the broken seals, item came out its original box sliding left and right all through its ***** Ground transit from **************** to *******, *******
- item received did not appear to be a open box item, rather it appears to be a refurbished unit
- item was advertised on website as below; but it the item received in a compromised state looks to be an refurbished unit as submitted in the photographs
This Geek Squad Certified Open Box product:
Has been thoroughly tested and certified by a Geek Squad agent
Is in mint condition and verified to be cosmetically flawless
- this is clearly a Misrepresentation by Bestbuy, which violates consumer protection law in *******, the Consumer protection act of 2022 under section "Part III Unfair Practices" states the following: point no. 3. A representation that the goods or services are of a particular standard, quality, grade, style or model, if they are not. and point no. 5. A representation that the goods have been used to an extent that is materially different from the fact. point no.11. A representation that a specific price advantage exists, if it does not.
you are advising me to return the order for refund when I asked for a resolution which could have been in a form of refund, credit plus a replacement or repurchase using the credit given, or a full refund without the need to return the item based on the points raised above, as the item received appears to be a refurbished and not open box
I bought two devices for the use in family, paid $2206
First order you guys cancelled legitimately , and second one was shipped in a compromised state, received item does not appear to be the first time open Box item, misrepresenting what was stated on the item description, not sure for how many times it got returned previously, the condition is as same as of a Refurbished Unit, for which I should be given a store credit, refund and ability to purchase new and/or replacing the item with a credit should be a proper resolution

Sincerely,
****
Business Response
Date: 26/02/2024
Hello,
This is Masood from the Best Buy Executive Resolutions Team. I am reaching out and speak on behalf of Best Buys executives as the highest level of escalation here at Best Buy.

We understand your frustration regarding the initial order. Regrettably, due to the item being on backorder without a foreseeable estimated time of arrival, it was necessary to cancel it. I can see that a complimentary voucher was issued for the inconvenience caused by the cancellation on 14 Feb 2024. Please understand that beyond this gesture, we are unable to offer further assistance in this matter.

We apologize for the condition in which the second order was received. Once more, we extend our willingness to accept the return, offering you the option of either a full refund or an exchange for a replacement item.

Thank you,
Masood
Executive Resolutions Specialist
Customer Answer
Date: 27/02/2024

Complaint: ********

I am rejecting this response because:
Hello,
Firstly I don't understand why you are stating that my first order was in backorder and you need to cancel the order and the same item with web code ******** came back in stock since Feb 22 I am seeing it online at its regular price, for one week prior to that both S9 series and S8 series of Tablets were discounted. Since Bestbuy had the item, it should firstly not have been cancelled and at this point you are not even proposing a price match towards it.
For my second order: what is the process you want to propose for the replacement? How long will the replacement process takes and what will be condition, model, capacity of that replacement item? And for all this hassle and problems I am facing I am requesting for a credit too as a resolution at this point, as the item I received was clearly a refurbished condition device, misrepresented on the site which is an unfair practice. Plus item reached to me in a compromised state of packaging, please propose me proper and fair resolution. Thanks

Sincerely,
****
Business Response
Date: 29/02/2024
Hello,
Thank you for your email.
I will approve a price protection for your first cancelled order. If you place another order for the same tablet, please reach out to our contact center and they will help start the price protection process. You will need your order number. You can reach us here: *******************************************************************
Your case numbers are: ******** and *********, they have both been noted with the price protection approval. This offer is valid until 3/14/2024.
For your second order, we'd be happy to offer a full refund once it's returned. You can download a return label from your order details page or visit your nearest store for assistance. If done in store the replacement/refund can be done right away if they have the item on hand.
Thank you,
Masood
Executive Resolutions Specialist

Customer Answer
Date: 01/03/2024

Complaint: ********

I am rejecting this response because:
Hello,
For the first order, I will accept the Price protection which you mentioned which will be valid till March 14 2024, I will place an order after everything is resolved and contact CSR as you advised.
For my second order, I went to two BestBuys today, Leaside and at ************** location in *******, Leaside store does not have in stock, **************** has one, they were not able to replace it to the new one as it is an open box online order they said and advised me to contact you guys here again- please help me with a fair resolution to this. Thanks

Sincerely,

*************************
Business Response
Date: 01/03/2024
Hello,
As stated previously, we'd be happy to offer a full refund once it's returned. You can download a return label from your order details page or visit your nearest store for assistance. If done in store the replacement/refund can be done right away if they have the item on hand. As they did not have the item on hand, they were unable to.
As it stands, you will need to return the tablet for a full refund, and then purchase the same device again. if the price has changed since initial purchase, we will honour the sale price up until 3/14/2024.
Please note that the device will have to be an Open Box device for us to honour the price protection. You can return the item in store, or you can download a return label from your order details page.

Thank you,
Masood
Executive Resolutions Specialist

Customer Answer
Date: 04/03/2024

Complaint: ********

I am rejecting this response because:
For my second order: It will be difficult to find stock in next 10 days for look alike Open Box item, I tried calling multiple stores today, no one reported to have it in stock, time is running, can't you at-least issue me a ********** credit instead so that I can return this for a full refund and then buy it when it goes on sale and is in stock? because March 14th date you are giving is too tight.
Thanks,
Sincerely,
****
Business Response
Date: 08/03/2024
Hello,
Unfortunately, we're unable to offer any additional compensation beyond this.
Alternatively, you have the option to return the item for a full refund.
We apologize for any inconvenience caused.
We do not believe that further communication will be productive for any involved parties therefore this will be the final communication from our end regarding this issue.

Thank you,
Masood
Best Buy Canada
Customer Answer
Date: 12/03/2024

Complaint: ********

I am rejecting this response because:
I have not given a replacement device nor a fair compensation for the second order, 14th March deadline for a price protection is hard to meet as the item is not available, when i met a team lead person name ****** at *************, Best Buy in *******, she will not be able able to find any open box device, she even asked me to ask you guys for a fair credit in sort of a gift card, visit there store then and she could assist me with the purchase in store to resolve pricing issues.Don't forget that I was sent a refurbished device which was received in the shipping box in a compromised state, and there have been just back and forth messages without a proper realistic solution. The 14th March price protection deadline is not workable for me for both my orders
This has been a long wait and hassle for me, can someone please provide me a fair resolution which should work for me.
Thanks
Sincerely,
****
Business Response
Date: 14/03/2024
Hello,
We apologize that there are no devices available for exchange.
However, you may still opt to return the item for a full refund.
While we typically do not offer gift cards for situations like these, we're making a one-time exception and can offer a $75 eGift card.
Please note that this offer stands as our final resolution.

Thank you,
Masood
Executive Resolutions Specialist
Customer Answer
Date: 15/03/2024

Complaint: ********

I am rejecting this response because:
I accept the business response to end this case, business offered me a $75 gift certificate, but I just have one request to make is that as my order dollar value was more than $2000, $75 is too low for the amount of hassle I have faced between there customer service agents as well as there Stores in ******* in search of the stock for replacement. This also took away lot of time and effort from me, for which I am asking the business to at least honor me $150 e-certificate for the second order problems. Thank you
Sincerely,
****
Customer Answer
Date: 22/03/2024
Complaint ID: ********

Hello ******,

The following is my final response to the business.

I accept Bestbuy response and accept the $75 gift card Bestbuy offered me for the problems caused with my order and the inability to do a smooth exchange/replacement of same item online or in store. With this I am closing this case.
Thanks for your understanding and support.

Sincerely,
****
Initial Complaint
Date:08/02/2024
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 am writing to file a formal complaint against Best Buy, specifically relating to a transaction at their ************************************************************** location on 02/06/2024. This complaint stems from misleading sales practices regarding an ***** ******* *** laptop purchase and subsequent issues with their damage protection plan. Upon purchasing the ******* *** on a monthly payment plan, the sales personnel were ****** aggressive in promoting Best Buy's damage protection plan. They explicitly stated that the laptop came without any ***** warranty and misrepresented the costs and benefits by claiming that ********** was significantly more expensive than Best Buys plan. Relying on their professional advice, I was coerced into purchasing a plan that I later found was unnecessary and not in my best interest after conducting my own research. Furthermore, when I attempted to cancel this protection plan within the 30-day period as allowed by the terms and conditions, I was met with resistance. On 02/07/2024, merely a day after the purchase, store personnel insisted that I needed to physically bring in the device for cancellation, despite presenting them with the purchase bill. Complying with their request resulted in unnecessary inconvenience, only to be informed later that I would need to return and repurchase the laptop for the cancellation to be processed. This was not only an inefficient solution but also unacceptable as it required leaving my personal device, already containing sensitive data, at the store for an extended period. The sales practices and customer service I experienced are concerning, showcasing a lack of integrity and respect for consumer rights. Order number: **********, Price of device: **** CAD, ******************** protection: 634 CAD, Financed total: ******* CAD
Business Response
Date: 09/02/2024
Hi *****,

Thank you for reaching out to us and informing us of the situation.

In situations where a plan was purchased in the store, the refund would need to be processed from the store that the plan was purchased from within the first 30 days of the invoice date.

In light of your claim we will investigate the circumstances of your recent purchase and your request for cancelation.

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 directly to this email.

Thanks,

The Best Buy Team
Customer Answer
Date: 13/02/2024

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:07/02/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to lodge a formal complaint against Best Buy regarding the abhorrent level of service and unprofessional conduct I have experienced during my recent interactions with your company. My ordeal began on January 17th when I placed an order with Best Buy for a pre-order of a phone, which should have been a straightforward transaction. However, what followed was a series of cancellations, lies, and a complete lack of communication that has left me utterly frustrated and angry.First and foremost, I cannot begin to express my dismay at the sheer incompetence displayed by Best Buy's associates. On multiple occasions, I was informed that my orders had been cancelled, only to be advised to place a new order. This process was not only time-consuming but also resulted in significant delays in receiving the phone that I had eagerly anticipated.Furthermore, throughout this entire ordeal, Best Buy failed miserably in providing consistent communication. I was left in the dark, constantly chasing for updates, and never once received clear answers as to why my orders were not going through or why they were being cancelled. This lack of transparency is unacceptable, especially considering the amount of money I have spent with your company over the years.To add insult to injury, I resorted to placing an order in-store as a last-ditch effort to obtain the phone I had originally pre-ordered. However, to my dismay, I never received any form of order confirmation. When I sought clarification from a different associate, I was informed that the order had indeed been delivered and that I had supposedly agreed to this through an investigation. This is an outright fabrication and a blatant disregard for customer service.Furthermore, I am currently embroiled in an investigation regarding a lost package, adding further frustration to an already dire situation. The fact that Best Buy cannot even ensure the safe delivery of its products is utterly reprehensible and speaks volumes about the company's incompetence and disregard for its customers.I want to emphasize the extent of the inconvenience and frustration I have endured as a result of Best Buy's negligence. Not only have I wasted thousands of dollars on a company that has shown little regard for its customers, but I have also wasted countless hours and days dealing with this debacle. It is unfathomable to me that a company of Best Buy's stature would treat its loyal customers in such a despicable manner.In light of the aforementioned issues, I demand immediate resolution and restitution for the gross mishandling of my orders. Furthermore, I expect a formal apology from Best Buy for the distress and inconvenience caused. If these demands are not met satisfactorily, I will have no choice but to escalate this matter further and explore all available avenues to seek justice.I urge the Better Business Bureau to investigate this matter promptly and take appropriate action against Best Buy for its appalling behavior. Consumers deserve better treatment than what I have experienced, and it is imperative that companies like Best Buy are held accountable for their actions.Thank you for your attention to this matter. I eagerly await your response and swift resolution to this ongoing issue.
Business Response
Date: 08/02/2024
Thank you for replying to the case.
Although I was not the first person to help with your case, I do see there were several responses on a daily basis regarding your concerns. We have been doing our very best to respond to you as soon as possible. Emails were sent to you on February 5th and 6th regarding you concerns surround cancelled orders. As mention in those emails, as per the terms and conditions on bestbuy.ca, "We reserve the right to limit quantities available for sale or sold. 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." This can be found on bestbuy.ca here ****************************************************************************************************.
On February 7th you filed a Lost Shipment claim for your order. In this claim I explained our Lost Shipment Claim process to you. Although we can only guarantee one response per day, I responded to three of your emails clarifying all of you concerns. I also informed you that, although we do our best to resolve these cases as soon as possible, these investigations can take up to ten business days. We simply ask that you allow us time to complete the investigation and update you when we have a resolution.
Thank you for your on-going patience,
Tyler
Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because: you have ignored my emails claiming there is 1 response per day, while all responses are BEYOND inadequate and do not even begin to address my concerns/ questions. Can be easily verified by reading emails and responses.

Sincerely,

************
Business Response
Date: 09/02/2024
Hello. I certainly understand that this a frustrating matter and you would like an immediate resolution. Unfortunately, we need the opportunity to investigate this matter before we can proceed. We are working hard to do this as soon as possible. Below are all of the questions you have asked and all the answers that we have provided to the best of our ability.

> "When you say if the claim is approved, what do you mean?"
>
> The claim, in this case #********, is that the item is lost and did not
> arrive. We are investigating the accuracy of the tracking which shows that
> the package was delivered to the correct location with a signature. If the
> tracking is deemed inaccurate and the claim is accurate, the case will be
> approved. If the tracking and signature are deemed accurate, the case will
> be denied.
>
>
>
> "Who exactly is approving the claim?"
>
> The Best Buy Team.
>
>
> "When will I hear from them directly?"
>
> You will hear from us in 5 to 10 business days. Most likely by Thursday
> February 22nd, barring any need for more information from you.

"So if it is the bestbuy team that is investigating, why am I responsible
for communicating with *********? Does ********* not approve these claims?"

We work closely with ********* during the investigate but in the end the decision is Best Buys to approve or deny.

********* may reach out to you as part of the investigation. We ask that you assist them as best you can so we can get an accurate understanding of the case.

If you have any new questions, I will be more than happy to do my best in answering them. Otherwise we simply request that you allow us the opportunity to investigate this matter and get back to by the aforementioned date with an update.
Thank you for your patience and understanding.
*****
Customer Answer
Date: 09/02/2024

Complaint: ********

I am rejecting this response because: Bestbuy has been ignoring my emails.

Sincerely,

************
Business Response
Date: 20/02/2024
Hello, thank you for your patience. Up until the BBB case was filed, we responded promptly to all of your emails.
Since then we have responded in this BBB case only, this is in order to avoid miscommunication or confusion, and to ensure the BBB is included in all responses.
As mentioned, an investigation is underway and we ask that you give us time to complete the investigation. We provided a timeframe of February 22nd to find a resolution. If I do not hear back from the investigation time by February 23rd I will escalate the case to attempt to find a resolution in a timely manner.
Thank you for your on-going patience.
*****
Business Response
Date: 28/02/2024
Thank you for communicating with us about your claim.
I am sorry the resolution is not the one you were hoping for. Nonetheless, as communicated previously, your claim has been denied. I am aware that you asked for the investigation details to be shared with you. Due to confidentiality, we cannot share our internal processes nor our partners processes. Therefore, we will not be communicating more details leading to this decision with you.
I know you have mentioned to our contact center associate that you will consult a lawyer to explore what further options are available to you. At this time we do not believe that further communication will be productive for both parties. Therefore, if you would like to pursue this further please have your legal representative contact our Legal team in writing to the address below.

Legal Team | Best Buy Canada Headquarters
Suite ************************************************************************************
Due to the reasons above, we do consider this matter closed. If you would like to pursue further, you are able to proceed with how you best see fit.

Thank you,
*****
Customer Answer
Date: 28/02/2024

Complaint: ********

I am rejecting this response because:

I contacted ********* and they provided proof that BestBuy never opened an investigation to begin with.

Sincerely,

*****
Business Response
Date: 29/02/2024
Hello, thank you for reaching back out.
Although I can not go into detail about our investigation, I can confirm that it was done to the fullest extend necessary, and we stand by our conclusion. We have provided our Legal Team information if you wish to continue with this case. Please reach out to them going forward as no further investigation is deemed necessary through this case specifically.
Thank you,
*****
Customer Answer
Date: 29/02/2024

Complaint: ********

I am rejecting this response because: best buy has failed to respond accordingly and has **** about conducting an investigation.

Sincerely,

*****
Initial Complaint
Date:06/02/2024
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.
Brought my computer to geek squad in London Ontario in 2020. I paid over $200 to have them Remove photographs from the memory to enable a new operating system to be uploaded to the computer. I provided the storage device for the photographs. a month later I started getting monthly charges for a membership which I did not knowingly approve. I could not get them to stop the monthly payments. They told me I had to go back to London. I went to the Sarnia location then I went to the London location then I phoned. I never did get a refund. they subsequently charged my card again, and just today they charged again I have never been in the store more than once two years or more ago. They told be they deleted my credit info which they did not. Incredible that this business practice persists.
Business Response
Date: 08/02/2024
Hi ****

Thank you for reaching out to us and for your patience.

We're following up on the ongoing charges of a Home Membership service and the experience surrounding the return.

To continue the investigation is would be ideal if you could please share the original receipts with us.

If you do not have the receipt information for the purchases please share the the name, phone number, and email associated with the purchases and we would be happy to investigate the situation further on your behalf.

Thank you once again for your patience, we hope to hear from you soon.

Regards,

The Best Buy Team

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