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

681 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:05/02/2024
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.
Subject: Complaint Against Geek Squad/Best Buy for Service Failure Dear Better Business Bureau,I am filing a complaint against Geek Squad/Best Buy for failing to fulfill service commitments at their *************, ****** East location. On December 20, 2023, we handed over a ******* computer, bought at Best Buy and covered by Geek Squad insurance, due to operational issues (Order No: GS-******-*******). After delays and poor communication, it was declared irreparable in January. We were given store credits of amount $1694,99. As per our insurance plan, Geek Squad promised to transfer the data to a second computer we provided on February 3, 2024 (Order No: GS-******-*******). Despite assurances, the data transfer was not completed when we checked the computer at home. Staff denied requests for a separate data copy and have shown a consistent lack of helpfulness and efficiency. This negligence has not only violated the terms of our Geek Squad coverage but also caused significant inconvenience, particularly affecting my daughter's schoolwork which is among the data's valuable contents.I am seeking the BBBs help to ensure Geek Squad meets their obligations to transfer my data and provide a verification copy. Additionally, considering the time and inconvenience experienced, we believe compensation is warranted.I appreciate your assistance with this issue.
Customer Answer
Date: 05/02/2024
I can't see any guidance or queries to supply my clarification. We are worried that Best Buy/Geek squad has lost the valuable data in the old computer. Could I speak with you to check what clarification you need from me?
Customer Answer
Date: 07/02/2024
I am filing a complaint against Geek Squad/Best Buy for failing to fulfill service commitments at their *************, ****** East location. On December 20, 2023, we handed over a ******* computer, bought at Best Buy and covered by Geek Squad insurance, due to operational issues (Order No: GS-******-*******). After delays and poor communication, it was declared irreparable in January. We were given store credits of amount $1694,99. As per our insurance plan, Geek Squad promised to transfer the data to a second computer we provided on February 3, 2024 (Order No: GS-******-*******). Despite assurances, the data transfer was not completed when we checked the computer at home. Staff denied requests for a separate data copy and have shown a consistent lack of helpfulness and efficiency. This negligence has not only violated the terms of our Geek Squad coverage but also caused significant inconvenience, particularly affecting my daughter's schoolwork which is among the data's valuable contents. I am seeking the BBBs help to ensure Geek Squad meets their obligations to transfer my data and provide a verification copy of our data in a separately.
Business Response
Date: 09/02/2024
Hi ******,

We have received your case in regards to a complaint made to the Better Business Bureau for a unit that was dropped off for in store repairs and a data transfer.

As we have very limited visibility on devices brought in for in store repairs, could you please advise which store your unit was brought into?

We will need to reach out to the store for more information before we can advise you on the next steps. If you do have any questions or concerns, please don't hesitate to reach out by responding to this email.

Thanks,

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

Complaint: 21244391

I have provided the information to best buy: Here is the response I sent to them: 'I bought the item from Best Buy at ******************************************************, Canada. The Geek Squad service has been very unhelpful. The store promised to transfer the data to different computer. This has not worked and they have not returned the data either. We don't find the Geek Squad technicians there very efficient or skilled.
I am afraid that they have lost the data.
Thanks for getting back to me. I was out of the country last week'
They got back to me and are looking into it.
Sincerely,

*******************
Business Response
Date: 20/02/2024
Hi ******,

Thank you for your response!

We have reached out to the store in regards to an investigation into your claims. As we have yet to hear back, I have escalated this matter to the store leaders. As soon as I hear back, I will reach out to you to advise. Please allow the store 3-5 business days for a response.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 27/02/2024

Complaint: 21244391

I am rejecting this response because the matter is just not settled. I have indicated that the information in the hard drive is vital for my daughter's school performance. I can see that Best Buy is making efforts but based on the confusion of tracking down something so simple as a repair job and data drive from a known branch shows the level of disorganisation.

Sincerely,

*******************
Business Response
Date: 27/02/2024
Hi ******,

Thank you for your patience!

Our store has advised that they have tried to reach out in regards to your request for the original data that was transferred to a new device. A voicemail was also left for you for you to pick this up. Please simply respond to this voicemail and the store will advise you on what you need to do.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:05/02/2024
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.
I bought a defective device and the manufacturer **** gave me a refund code. The manager refused the code. The manager lied and said they had to wait for an email from **** as per their store policy. **** told me there is no such policy. They said they never send emails on behalf of customers and based on my documentation I should receive a refund. He told the same lie in a conversation that I recoded with Best Buy customer service. I received a phone call from someone at the *************** St Best Buy who repeated the lie and said I could drop off the device for a refund when they received the email. He was laughing. I also recorded that conversation. My receipt does not indicate the item is not eligible for refunds. It was **** that suggested a refund.I understand the BBB does not resolve criminal issues however I hope to receive a refund promptly. If Best Buy thinks they can keep my money it will constitute *****.
Business Response
Date: 06/02/2024
Hi *****,

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

Please note, BestBuy is currently not authorized to facilitate manufacture warranty support for the **** Quest 3. For support, you should be work with the manufacturer **** Quest directly.

From what I can see as well, it looks like our store has processed a return for a full refund for you on February 4, 2023. The refund should be reflected within 3-5 business days.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ******* on best buy on Jan 14, it hasn’t be shipped after weeks, Best Buy team refuses to gives me refund or cancel order, nor answer why it hasn’t be shipped (I contacted them many times, waited about half month, they claim they will contact me for that but no, they never did)
Business Response
Date: 01/02/2024
Hi ,

I am contacting you regarding your online order.

I am writing to notify you that a lost shipment trace will
be opened for you with ******. During the investigation process, ****** will
contact you, most likely by email, to confirm information about your package. We
need you to collaborate with ****** for the investigation to be
completed.«

If ****** confirms that you have not collaborated with the
investigation or that your product has been received, we will reverse the credit
below.

Please be advised that I have refunded your method of payment in
the amount of $1840.45, including any delivery charges. Please allow 3-5 business
days for the credit to reflect on your statement.

If you would like to re-order your item(s), please reply to this email to discuss the many options
available to you.

Thank you,

Thanks,

The Best Buy Team
Customer Answer
Date: 01/02/2024

Complaint: 21230455

I am rejecting this response because:
The ******* was on discount when I placed my order, I also bought headphones/mouse along with the *******(these arrived). So not only did this incident cost me half a month, now I have to spend hundreds dollars more or my money will be wasted on these things.
bestBuy should send me another ******* Pro with similar ram/storage etc (since original one lost by delivery according their response) to complete the order, not just refund me,,,

Sincerely,

****** ***
Business Response
Date: 09/02/2024
As per the desired outcome and the description of the complaint, this order has already been fully refunded. If there's any questions or further concerns the customer may respond to our e-mail correspondence. Thanks.
Customer Answer
Date: 09/02/2024

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:01/02/2024
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.
I BOUGHT TV FROM BEST BUY ARRIVED DAMAGED, FIRST I HAD A BAD EXPERIENCE WITH THE DRIVE DUE TO BAD ATTITUDE AND LACK OF PROFESSIONALISM, I RETURNED THE TV BACK AND I ORDERED ONE FROM MARKET PLACE AGAIN IT ARRIVED VERY DAMAGED AND SENT IT BACK, THEY RESCHEDULE ANOTHER TV FOR DELIVERY FIRST ATTEMPT I TOOK DAY OFF AND WAITED FOR THEM, NO ONE SHOWED UP AND NO DELIVERY NOT EVEN EMAIL FROM ANYONE OR CALL, ITS BEEN OVER TWO MONTHS BACK AND FORTH WITHOUT A TV AND BAD COMMUNICATION FROM THE SELLER AND BEST BUY, I KEEP ASKING FOR A DELIVERY TIME FRAME AND WONT WORK IT OUT WITH ME INSTEAD THE DELIVER IT DURING MY WORK HOURS EVEN THOUGHT I INFORM THEM AND BEG THEM TO HELP HIM GET MY TV, THEIR ANSWER IS THE DELIVERY COMPANY ONLY DELIVER ACCORDING TO THEIR AVAILABILITY AND I CANT ASK FOR CERTAIN TIMES, IM EXHAUSTED PHYSICALLY AND MENTALLY FROM CALLING AND TRYING TO GET MY TV I NEVER EXPERIENCE SUCH A HORRIBLE CUSTOMER SERVICE AND DEGRADING, ORDER NUMBER ********** AND THE SECOND ORDER NUMBER **********
Business Response
Date: 01/02/2024
Hi *****

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

Please allow me to offer you our sincerest apologies for your TV being damaged.

From what I can see, it looks like our team has been in correspondence with you to complete a return pick up and reschedule the delivery. Please note, we are unable to accommodate requests for specific time frames for deliveries as deliveries are planned one day before by the carriers based on the route and number of orders. There have been several attempts at delivery where you were unavailable to receive the delivery.

At the moment, it looks like your delivery has been rescheduled for February 3, 2024.
If you would like to cancel this instead for a full refund, please let me know so I can have this arrange.

Please let me know how you would like to proceed.

Thanks,

The Best Buy Team
Initial Complaint
Date:29/01/2024
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 ordered a television for approx $3500 plus warranty and tax approx one year ago. I have yet to receive that television and have been unable to get a refund.
Business Response
Date: 31/01/2024
Hi *******,

Thank you for your patience!

We have received a response from the store. They have advised that due to a limitation on their systems because of the age of your order, they were unable to process the refund on their end. As they have confirmed that this unit was not picked up, I have gone ahead and processed a full refund for you.

I have processed a full refund for the amount of $3603.44 back to your original method of payment which is a ********** ending in ****. Please allow 3-5 business days for this to be reflected on your account.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:26/01/2024
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.
Purchased a 'certified refurbished' 'waterproofed IP68' smart phone in July 2023 that claimed to have a 12 month warranty. Improperly refurbished, waterproofing seals all removed. Resulting in microphone ruined, camera&screen damage from a spilled glass of water within 2 months of purchase.After making warranty claim, and submitting all requested information, vendor is refusing to repair, replace, or refund. 'If it's broken, it must be out of warranty'.I seek to return the phone for a full refund so I can buy a properly assembled phone with a warranty from a vendor who will honour the warranty.
Business Response
Date: 30/01/2024
Hi,

Thank you for reaching out to us regarding your concerns with the refurbished smartphone you purchased in July 2023. We appreciate your patience as we investigated the matter with the marketplace seller involved.

Our seller has confirmed that the smartphone underwent a thorough inspection before shipping, and all necessary parts and seals were in place. However, it has come to our attention that the phone was opened outside of our authorized repair channels, specifically at a local repair shop. Unfortunately, this action has voided the warranty associated with the device.

We understand the frustration you must be feeling. While we sympathize with your situation, we must adhere to the terms and conditions of our warranty policy, which explicitly states that any unauthorized tampering with the device will void the warranty.

As a result, we are unable to offer repair, replacement, or refund under the warranty policy. We genuinely regret any frustration or disappointment this situation may have caused you. We strive to provide quality products and stand by the warranties associated with our items.

If you have any further questions or concerns, please do not hesitate to reach out to us.

Thank you for your understanding.

Best regards,

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
Customer Answer
Date: 11/02/2024

Complaint: 21203124

I am rejecting this response because:
I bought a $1000 phone, refurbished, on the assurance that it had a 1 year warranty. A month after purchase, the phone failed due to a spilled glass of water, yet the phone claimed to be IP68 waterproof. A repair technician discovered that the waterproofing seals were removed during the refurbishing process, and never replaced.
The vendor's response to this claim was 1) it does not make mistakes, therefore all warranty claims are false, and 2) as they've never revealed the terms of the warranty, I cannot have complied with them.
I can only conclude they never intended to honour the warranty, and from the fact that parts are missing from the phone, I think they sell these phones knowing they are defective. That makes them a liability to all of your other members that set and meet a higher standard of behaviour.
If they won't give me a full refund, I would like your assistance in bringing Best Buy to Small Claims Court.

Sincerely,

*****************************
Business Response
Date: 14/02/2024
Hi,

I hope this email finds you well.

Unfortunately, we are unable to proceed with your claim as it was initiated outside of our approved repair channels. According to the warranty terms, if the device experiences a failure within the first year of purchase, the customer is required to contact the seller directly to file a warranty claim. Opening the phone voids the warranty automatically.
We genuinely regret any frustration or disappointment this situation may have caused you.

Thanks,

The Best Buy Team

*Thank you for visiting BestBuy.ca*
Customer Answer
Date: 15/02/2024

Complaint: 21203124

I am rejecting this response because:
Even after 5 months of dispute, the terms of the warranty have never been made available to the customer. As the product contained a defect in manufacture, I find the point of who discovered the device was improperly refurbished ( seller removed the waterproofing seals) irrelevant to the matter at hand. Had I guessed the terms of the warranty and shipped the device back to the vendor,I feel they would still be refusing to honour the warranty.
If this business is a member in good standing of the BBB, and they are no longer disputing that the product was improperly refurbished, I insist on having my money refunded.

Sincerely,

*****************************
Business Response
Date: 04/03/2024
Hello,
We completely understand your frustrations and aim to offer clarity on the warranty terms and conditions. As per the information available on the ******* website, particularly in the warranty section located at [********************************************], all terms and conditions are transparently outlined for all customers to review. It explicitly states that the warranty may become void if unauthorized individuals carry out tampering, alterations, and/or repairs on the device.
Given that you have confirmed opening the device at a local repair shop before reaching out to either Best Buy or ******* regarding any defects, unfortunately, the warranty has been invalidated. Therefore, we regret to inform you that we are unable to proceed with your claim.
Our primary goal is to ensure that you receive the best possible experience with us, and we encourage you to contact us directly should you encounter any issues or defects in the future. Our team at Best Buy is committed to assisting you within the scope of our policies and the manufacturer's warranty guidelines.
Should you have any further inquiries or require assistance, please feel free to reach out to us. We appreciate your understanding and cooperation in this matter.
Best regards,
The Best Buy Team
Initial Complaint
Date:25/01/2024
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 went to buy a new stove and saw one I liked at Best Buy. We went and checked other stores and ended up going back to the original one to buy the stove. When we went back and tried to buy it the staff member said “oh the wrong label was put on it. People come and move these labels all the time. If ******* priced that stove for $999 they would be out of business by next week.” He took the sign off and didn’t put a new one with the “correct info”. I took pictures before we left the first time.
As a consumer and avid Best Buy customer, I find it appalling that the sales person would ever suggest i purposely changed the price.
Business Response
Date: 29/01/2024
Hi,

I hope this email finds you well.
We sincerely apologize for the inconvenience you faced during your recent visit to our store. To assist us in investigating the matter thoroughly, could you please specify which store location you visited? This information will allow us to conduct a thorough investigation with the respective store and address the issue effectively.

We appreciate your patience and understanding in this matter.

Thanks,

The Best Buy Team

Thank you for visiting BestBuy.ca
As a customer of Best Buy Canada, 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 - 425 W 6th Ave., Vancouver BC V5Y 1L3

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions

Customer Answer
Date: 07/02/2024
They want to know which store I was in, it was the Best Buy in Ajax Ontario. Where can I write to them my answer?
-******
Business Response
Date: 09/02/2024
Hi,

I hope this email finds you well.

We've received confirmation from the store indicating that they reached out to you on February 1st and successfully resolved the issue. We're pleased to hear this positive outcome.
Once more, we extend our sincere apologies for any inconvenience this may have caused. We look forward to serving you better in the future.

Regards,
The Best Buy Team

Thank you for visiting BestBuy.ca

As a customer of Best Buy Canada, 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 - 425 W 6th Ave., Vancouver BC V5Y 1L3

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions
Initial Complaint
Date:24/01/2024
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.
Bought headphones on Nov. 15 as xmas gift.Celebrated a late xmas due to hospitalization of family member.When opened, it was realized product was defective. Right ear pad had barely any padding on the bottom so it hurts the wearer's face. Contacted ***** then best buy online support, then **** again, then best buy again. No one would help, and they all said to contact someone else. This last time I contacted best buy, the chat rep said I needed to go into the store and that they would resolve the issue. I did, but they did not resolve the issue. The in store supervisor said they don't really deal with online orders. If they don't deal with online orders, and neither does the online support team, then who does? They refuse to honour what that chat rep said. He said it would be resolved in person, and it was not. I chatted back into best buy. They again refused to help or escalate the issue higher. They refused to honour what that chat rep told me.
Business Response
Date: 24/01/2024
Hi *****,

We're reaching out to assist you with your headphone purchase, we are sorry to hear that this situation has occurred.

To help resolve the situation, please share your online order number with us along with **** photographs showing the defect to the headphones and send them in a reply to the email we sent you from *****************************************.

Once received, we will explore all the options available for a potential solution..

******
The Best Buy Team
Initial Complaint
Date:22/01/2024
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.
Good afternoon Have the worst customer experience with ********************. Trying to make a purchase online since January 10th, **** *********** *. Every time I try to make a purchase order got cancelled, and attempted 9 times as advised by the agent on the phone. Every time call to explain my situation they tell me to order and we escalate the issue. On the 9th agent spoke and told me that my account was flagged due to a refund that was processed. I was advised to go to the Best Buy store to make a purchase in-store and asked them to ship to my address wait 4 business days and place an online order. So on month January 15th, i made a purchase online. The order number was #**********, and received on item from *********. On January 20th I made an online order but the order was cancelled again. Spoke to one very rude agent who did not listen made assumptions asked to speak to a supervisor and was transferred to Greek Squad. Call again and suggested they place an order on the phone with me and that order got cancelled as well order # **********. Then call again and suggested placing an order and again and speaking to the manager and manager was not helpful she just made excuss tell they had limited purchases but never made an order since November and there was no customer page or product page. Then we can cancel orders for anything it's the law and that go purchase at the store. I tried to explain the store but she didn't buy over and said no one told me can do that. The manager was not very helpful and tried to make excuses that made no sense. I want to be able to online order again at Bestbuy.ca but seems not one helping me and giving me a runaround. I have been purchasing stuff from Best Buy since I was a child and when as an adult not getting help or urgently to help me out and told me to go store but did not resolve my issue what if the next order happened again? They do half job the work and the supervisor is supposed to be knowledgeable. case #********
Business Response
Date: 26/01/2024
Hi,

I hope this email finds you well.

First and foremost, I want to extend my sincere apologies for the inconvenience and frustration you have experienced with your recent attempts to make a purchase on our platform. We understand how important a seamless shopping experience is for our customers, and it is disheartening to hear about the challenges you've faced.

Upon investigating the matter, it has come to our attention that there appears to be a recurring issue with the payment process. According to our system, each time an order is placed, the payment is automatically cancelled. After a thorough examination, it appears that this may be related to a banking issue.

To resolve this matter promptly, we recommend reaching out to your bank for further assistance. They should be able to provide insights into the reasons behind the payment cancellations and offer a resolution.

We understand how frustrating this situation must be for you, and we genuinely appreciate your patience and understanding.

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:22/01/2024
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, I contacted Best Buy initially regarding receiving an updated delivery time which I did not receive and then received a refund without explanation as well as restricted access to communication with management. I have had the following issue. I originally made a purchase of an **** ******** 15 OLED that was schedule to arrive on January 15. I made the purchase on January 13 for $1016 approximately. I made this purchase in advance because I have exams and was hoping to have my new laptop before them. Today is currently January 20. 3 days after my order, I contacted ********* (the delivery service) and they told me to contact the person shipping my product. I then contacted Best Buy, and simply requested for an updated estimated delivery time just so I could plan accordingly. There solution at the time that I was told was to simply keep waiting. So I proceeded to do that. Two days later I received a refund without any explanation. It said I "requested" the refund although I did not. I once again contacted Best Buy. I am not looking to criticize any employees, I am simply naming them for reference in case further follow up is required. Preet K was helping resolve my order issue. I told him about the refund and he told me it was because my order has been lost. His solution was to simply purchase it again, but now as of Jan 20, it is on backorder and as mentioned, I have my exams soon. I then later contacted again, I spoke with Sara M, and I simply requested to contact a manager to make a complaint. Manager's were unavailable so Sara said she would help with my issue. Sara said my order was not able to be delivered and sent back to Best Buy although I was previously told it was lost. I'm not sure what the inconsistency in issue about. I then requested for details to contact a manager or have them contact me. I was told that managers are unavailable which is fine, but as, I was open to them contacting me. My issue is not the delivery, but how it was handled after.
Business Response
Date: 22/01/2024
Hi *****,

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

From what I can see, it looks like there was an issue with delivery and the tracking information could not be updated. As the delivery could not be delivered, your package has returned back to us and thus our depot issued you a full refund for the amount on January 19, 2024.

Unfortunately, if you would still like this item delivered, you will need to place a new order online for it to be shipped out.

What I can do for you is I can provide you with a $75 gift card as a gesture of goodwill. If you are interested in accepting this, please feel free to let me know and I can have this arranged.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 25/01/2024

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,

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

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