Complaints

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

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

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

• Initial Complaint

  Date:17/01/2024

  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 laptop and a ******** light pack online from Bestbuy but I did not receive the laptop in the package. I opened a claim case with BestBuy and emailed them back in forth for almost 2 months. I provided all the information they requested such as images of the box, police reports, etc. They emailed me today saying that the claim has been denied and they cannot help me any further. Please help me with this issue. All I requested from Best Buy was a refund for the items that I didn't receive or a replacement item from Best Buy since I did not receive the initial item. I have attached images of my filed police report and imaged of the shipping label and the empty box that arrived without the laptop inside.
  
  Missing Item: ***** *******
  Order Date; Nov 23, 2023
  Order Amount: 2,349.99
  Order Number: **********
  Case Number: ********

  Business Response

  Date: 22/01/2024

  Hello, thank you for reaching back out.

  As mentioned, after an extensive investigation with multiple parties relating to the delivery, we have reached the conclusion that this claim will be denied. At this point we encourage you to work with local law enforcement regarding this matter.
  
  We appreciate your patience and understanding throughout the process. We will await any correspondence and happily comply with the police investigation. 
  
  Thanks,
  Tyler
  The Best Buy Team

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I had placed an online order for an ***** ******* and it is best buys duty to make sure I receive the item I paid money for. Since the package arrived empty I have lost money since I have not received the ******* and BestBuy refuses to work with me to either ship me a replacement item for the missing ******* or a refund. I have provided BestBuy all the information requested such as many pictures of the package, police reports, etc. Even after my patience for longer than a month they deny my request with no real reason. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:16/01/2024

  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.

  On Saturday January 13th, Best Buy Canada delivered a ****** dryer to our house. The delivery people asked us to check for dents before they moved it into the laundry room. No dents were visible. They then moved it into the laundry room and left immediately not giving us a chance to inspect it after the move. The left side of the dryer was caved in and disconnected from the body of the dryer. I called customer service within 30 minutes of them leaving and was told that someone would reach out to me within a few hours. No one called. I canned them back and was told to wait until Monday January 15. Still no answer. I called back on the 15th and they told me I just had to wait and hopefully someone will get back to me. It is now 4 days and no one has even acknowledged my request for an exchange or return. I even had someone hang up on me. We are a family of five with three young kids and now are out $1200 and no dryer. It's -15 outside and it is not like I can dry clothing outside. I have attempted to contact them on social media as well with no response. This is unacceptable and Best Buy taking my money and leaving me in the dark is not proper business practice. My family needs a dryer or our money back immediately. I don't know what else to do but reach out to you for your assistance. Thank you

  Business Response

  Date: 16/01/2024

  I sincerely apologize for any inconvenience caused by the delay in our response. Our standard response time is typically within 3 to 5 days, and I assure you that our commitment to assisting you remains unwavering.

  Upon reviewing the details of your delivery, I observed the images captured by the carrier upon placing the appliance in your kitchen, accompanied by the acceptance form. As the appliance was accepted and appeared to be in good condition, the appropriate course of action now involves reaching out to the manufacturer for a technician's evaluation. Only upon certification by the manufacturer's technician that the unit is defective can we proceed with the approval for an exchange of the damaged unit.

  Furthermore, I noted your purchase of a 5 Year protection plan. I strongly recommend registering your plan online, as this will enable you to avail yourself of Geek Squad's assistance in addressing any issues with your recent purchase.

  Regrettably, based on the acceptance form signed upon delivery and the images depicting the appliance in seemingly good condition, we find it necessary to deny the current claim. It is imperative to adhere to the standard procedure, which involves contacting the manufacturer for assistance and registering your Protection Plan for comprehensive support.

  If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 19/01/2024

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

  After Best Buys refusal to assist us, I contacted ****** directly and they came and confirmed that the dryer was missing several parts. The picture shown by Best Buy doesnt show the missing latches that hold the panels together. ****** found some of the latches inside the dryer that they said came off during the delivery of the dryer. After explaining to them how unhelpful Best Buy was they thankfully agreed to fix the defective dryer and even installed it for us which Best Buy refused to do even though it was included in the purchase of the dryer. 

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

  Business Response

  Date: 22/01/2024

  Thank you for reaching out to the manufacturer (******). As previously communicated, the course of action taken was indeed the appropriate one. The manufacturer acknowledged and resolved the issue, as it was determined to be a manufacturer-related matter. Our visual evidence substantiates that there was no damage attributable to Best Buy during the handling of the item.

  We wish to clarify that, from our perspective, this case is now considered closed as the claim was denied, and the manufacturer's corrective measures were in accordance with our expectations.

  If you have any further questions or require additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:16/01/2024

  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.

  We encountered a serious issue with our recent purchase, Order #*****************, involving a ******* Gas Stove (Model: ***********). On January 5, 2024, we made a total payment of $1242.98 for this out-of-the-box product, which was displayed at the Best Buy store, location 9200 Airport Rd, Brampton, ON L6S 6G6.
  During purchase, we were informed that despite being an out-of-box product, it only has cosmetic damages: scratches on the top of the burners and another on the oven glass. We were assured that the product underwent a thorough quality check, and no functional issues were reported.
  However, upon delivery on January 13, 2024, the registered gas technician identified a significant gas leak emanating from the bottom of the unit. Immediately recognizing the potential fire and health risks, he disconnected the gas line from the appliance, strongly advising against its use due to safety concerns. He advised this appliance is faulty and for fire and safety risk this should not be used.
  Within few hours of receiving the appliance we reported issue to Best buy customer service, we were transferred to home delivery department and our case was assigned the reference number #********. We were advised someone from this store will reach out to us. We have contacted customer service three times till date, we were informed that there have been no updates on our case from the store and no one from the store reached out to us as well.
  This situation not only constitutes a breach of our agreement, as the appliance is not functioning as represented during the sale, but it also raises concerns about compliance with the TSSA code. Selling an appliance without proper quality checks poses potential threats to lives (in this case it could be a life threat of 1 year old baby too) and creates fire hazards within the community. In light of these issues, we urgently request Best Buy to replace this faulty appliance.

  Business Response

  Date: 17/01/2024

  Hi ******,
  
  I hope this email finds you well. I am writing in response to the case you raised regarding the defective range you received. I apologize for any inconvenience this may have caused you, and I want to assure you that I am here to assist you in resolving this matter.
  
  Upon receiving your case, I have thoroughly reviewed the details and understand your concerns regarding the defective range. We sincerely apologize for the inconvenience and frustration caused by this issue.
  To address this situation, we offer two options for you:
  
  Return: If you prefer, we can initiate the return process for the defective range. Once we receive the returned item, we will issue a full refund to your original payment method within the next 3-5 business days.
  Exchange: Alternatively, we can arrange for an exchange of the defective range with a new one. We will coordinate the pickup of the defective range and ensure that a replacement is shipped to you as soon as possible.
  
  Please let us know which option you would like to proceed with by replying to this email. If you choose the exchange option, kindly provide us with a convenient date and time for the pickup of the defective range.
  Once again, I apologize for any inconvenience caused, and I want to assure you that we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please feel free to reach out to me directly in this platform.
  
  Thank you for your understanding, and I look forward to assisting you further. 
  
  Houda
  Customer Experience and Resolution Associate, Customer Care
  
  Best Buy Canada Ltd.
  Suite 102 – 425 West 6th Avenue, Vancouver, BC, V5Y 1L3 | **************
  
  

  Customer Answer

  Date: 26/01/2024

  
  
  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,
  
  
  
  ****** ******

• Initial Complaint

  Date:16/01/2024

  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.

  I ordered a 3 pack of security cameras on Dec 30 2023. I received the package on Jan 4 ****. In the box there was only 1 camera not 3 as ordered. I phoned customer service and was presented with either sending 1 camera back or waiting for the other 2 to be shipped after a 3-5 day investigation. I chose to have the other cameras shipped and then installed the 1 I received. After hearing nothing for the 5 days I contacted them again and a new agent said they couldn't send out the 2 cameras instead now wanting me to ship back the first one I received to be checked and inspected before they can continue with refund or reorder which is obviously unacceptable at this point because I already installed and set up the 1 camera I received. They keep telling me they can't ship 2 single cameras because they only come in packs of 3. How ridiculous is that when someone in shipping already put 1 single camera into the shipping box. A credible company would take 2 cameras out of a pack of 3 if they had any regard for their customers if that was true. I have asked over and over to get me the 2 missing cameras because the product is very good but they just won't for some reason. So I guess the only solution is to ask for a refund on the 2 missing items.The order # is ********** The case # is ********

  Business Response

  Date: 18/01/2024

  Hi ******,
  
  I hope you are well. Im genuinely sorry regarding the delay.As I had mentioned, I was looking into an alternative resolution since you were unable to return the camera.
  
  Ive been in touch with our fulfillment partners, and *** managed to secure the remaining 2 cameras. We can have these shipped to you at your confirmation.
  
  Please let me know how that sounds to you.
  
  Should you have any questions or concerns, please let me know.
  
  Thank you for your patience and understanding.

  Kind Regards,

   Isis
  
  The Best Buy Team

  Customer Answer

  Date: 19/01/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:15/01/2024

  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 was at a Best Buy store in Oakville, Ontario yesterday and there was an Best Buy employee that showed me a TV for $2,099. I have a picture of the TV and the price tag and they convinced me and I was going to purchase the TV and take away. I just did not have space in my car so I told him I will come in the morning. I am here now and they have increased the price by $400 and after speaking with the manager they're claiming this is a flash sale and now we have increase the price and it is completely unfair that I come back and these guys change the price. I have pictures of both tags from yesterday and today. The staff acknowledges that they told me the price yesterday but they refuse to honor the price that they sold me the TV on at least on on verbal. I did not pay yesterday because I there was a storm here and I had to come there very next day

  Business Response

  Date: 16/01/2024

  We appreciate your interest in securing the special pricing offered during our Flash Sales. These promotions are designed with limited-time offers in mind, requiring prompt order placement to benefit from the discounted prices. Regrettably, as the sale period concluded before your order was placed, we find ourselves unable to honor the promotional price.
  
  In light of these circumstances, we must respectfully deny your claim. However, we understand the disappointment this may cause and wish to express our sincere apologies for any frustration it may have generated.
  
  We invite you to stay engaged with our upcoming Flash Sales, where similar opportunities will be presented for online purchases.
  
  If you have any further questions or if there's anything else we can assist you with, please do not hesitate to contact us directly.

• Initial Complaint

  Date:15/01/2024

  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 purchased a ****** ******* ****************** from Best Buy on sale for $1099.99 before taxes on December 25, 2023. My order number is #**********. ***** delivered a box of ****** scooter on December 27, 2023.I found out later on from the scooter box that it was another ****** scooter model. I contacted Best Buy via chat multiple times telling them what happened and asked them to pick up the one I got and give me the correct one. I said multiple times because everytime when I got to a new agent, I had to repeat my story again. However, every agents told me the same that they cannot exchange but they would pick up and refund my money so that I could re-purchase again. I agreed on that and I got an email from Best Buy with a ********* return label on December 28, 2023. I printed it out and put on the box and called ********* to pick it up. ********* picked up the incorrect scooter in the evening and it was delivered to Best Buy on December 29, 2023. I waited for my re-fund, I did not get a refund back so I decided to make a phone call instead of chat this time. I reached an agent names ****(I believed), I had to repeat him the whole story again, I gave him everything including ********* pickup tracking number(************). He told me he created a ticket to escalate this issue and told me I would get my money back by January 15, **** and I could re-purchase the same scooter for the same price when I first purchased with 10% discount credit(The scooter now is at a regular price). He also gave me a case number. I waited until January 15, ****, still haven't got my money back! I decided to call in again and got another agent. She looked into it and telling, they are still investigating and someone from Best Buy will contact me. She did not even mention when I would be getting my money back. It is really wasting a lot of my time dealing with this case. It has been more than 20 days. A holiday gift turned into a nightmare. This is the reason, I'm filing a complaint.

  Business Response

  Date: 18/01/2024

  Hi *******,
  

  Our apologies on the situation and the delay in our response.
  
  We are writing to inform you that we have a full investigation in progress regarding the status of your return of order 1015938146.
  
  We will update you on the situation as soon as possible.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 19/01/2024

  
  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,
  
  ******* *********

• Initial Complaint

  Date:15/01/2024

  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.

  I recently purchased a handheld gaming console from BestBuy online (December 29, 2023) . This item was advertised as a "Geek Squad Certified Open Box Product" with an advertised warranty of Parts and Labour: 1 year (see screenshot attached). Also, under a separate section of BestBuy’s website, they advertise that all Geek Squad Certified Open Box products some with a 1-year warranty (attached screen shot).
  
  When I registered the item with the manufacture (****), it listed online that there was only 6 months remaining on the warranty. To attempt to resolve this issue:
  • I contacted the manufacturer (****) directly and was informed that because it was an open box item, I was only allowed a 3-month warranty (which is less than what was even listed as remaining on the **** registration website).
  • I contacted BestBuy online and was redirected to their Geek Squad Online.
  • I contacted Geek Squad Online and was redirected to the Geek Squad in-store.
  • I visited the Geek Squad in-store and was redirected to the customer service.
  • The in-store customer service said there was nothing they could do but to sell me one of their in-store warranties.
  
  Overall, I feel like I was misled, and that BestBuy is mis-advertising their products online as they are not willing to honour their guarantee of a “1 year warranty”. I would have expected them to at least offer me the 1-year warranty at no cost through BestBuy.

  Business Response

  Date: 18/01/2024

  I sincerely apologize for the delay in responding to your inquiry. After an internal review of your order with Geek Squad, I have confirmed that your product is indeed covered by our warranty for the first year following its purchase. I am perplexed as to why you were provided with conflicting information in-store, but I reiterate that your certified Geek Squad purchase includes 1 year of protection. No additional coverage is required during this initial year.

  Should you encounter any issues, you can conveniently take your Gaming Console directly to Geek Squad at any Best Buy store. If someone informed you otherwise regarding the absence of protection for the first year, it is possible that they were not a Geek Squad Agent or a new hire and lacked accurate information. Regardless, any concerns can be escalated internally, and your warranty remains valid by presenting your purchase receipt.

  Regrettably, we are unable to offer compensation due to the uncertain nature of the confusion. However, I want to clearly state in writing that your warranty is fully valid for 1 year, as indicated at the time of your purchase.
  I appreciate your understanding in this matter. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out.

  Customer Answer

  Date: 22/01/2024

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

  I hope to can receive clarification on what steps I should take if I have any issues in the future trying to access the 1 year warranty with Geek Squad Agents before closing  /. accepting their response.

  Questions for Best Buy: Will it show on file (internally with the Best Buy system) with the receipt that there is a 1 year warranty attached. If there are any issues, what is the contact info I need to escalate?

  Thanks for taking the time to respond.

   

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

  Business Response

  Date: 25/01/2024

  Hello ****

  We completely understand your concern, and we sincerely apologize for any confusion caused by the incorrect information you received. After thorough verification with our Geek Squad team, we can confirm that your warranty is indeed valid for a full year from the date of your purchase.
  
  To utilize your warranty, simply bring your Geek Squad Certified Open Box Product to any of our stores, along with your invoice. Our Geek Squad team will be more than happy to honor the warranty and provide you with the necessary assistance.
  
  We greatly appreciate your trust in our products and services. If you have any further questions or require additional clarification, please do not hesitate to reach out to us.

  Customer Answer

  Date: 26/01/2024

  
  
  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.
  
  
  
  Thank you for your time!
  
  
  
  **** *******

• Initial Complaint

  Date:15/01/2024

  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.

  Hello, my name is ***** ***** and I got ******* from best buy which is pro 2nd generation and I got protection plan so the ******* wasn’t working well so I returned it to geek squad and they sended me a gift card which was supposed to be worth 333$ and when I was trying to use it didn’t worked and after calling best buy they told me your gift card is used already and I told I never used so they told me allow us 24-48 hours and we will resolve this it’s been 16th time I am trying to contact but got no solution. I need immediately my refund.

  Business Response

  Date: 15/01/2024

  Hi *****,
  
  We have received your case in regards to the balance on your gift card being empty.
  
  Please note, we treat gift cards like cash and as such, because the balance is $0, we are unable to process a replacement for you. I would recommend reaching out to anyone who may have had access to this gift card and see if they used it.
  
  From what I can see, your gift card was used on an online order on December 8, 2023 for an *** ***** * **** ********* ****** *** Processor and an ****** *********** ***** **** **** *** *** Promontory **** ******* *** ***** *** Retail. Unfortunately, I am unable to provide any further information due to privacy reasons.
  
  If you believe your personal information has been compromised, please follow the below steps:  
  
  •    File a police report 
  •    Contact your financial institution and credit bureau to report the ********** charge 
  •    Report the incident to the ******** ********** ******: ****************
  
  If you have any questions or concerns, please do not hesitate to contact us and we will gladly assist you.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:12/01/2024

  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.

  This complaint is an action I'm taking as a result of the complaint ********, which you can follow the original context by checking the attached files. Since the complaint was about purchasing a phone at BestBuy, with financing payment handled by their partner *********, after a price drop, I was told by BestBuy agents that I would be eligible for a discount of $250 CAD on that product, which didn't happen because of communication issues between both store and financing provider. ********* is still insisting that BestBuy should handle this to provide them with the information for updating the balance of the remaining payments I owe. BestBuy says it's for ********* to handle it. I even tried speaking with a manager at the nearby store, Best Buy Anjou, **** ******************* Anjou, ** H1M3X8, and I were told they couldn't do anything since all the purchases were made online and they handle in-store purchases. When I told the manager I would seek my rights, the answer was, "Please do it; I have other priorities to solve and don't want to waste more time". I literally tried everything I was told to do, from both sides. Now, this last attempt is complaining to BestBuy in response to the resolution of the complaint I've made for *********. The only thing I want, as a final customer, is to pay the amount I was told I would, with the discount applied, without having to fight myself to make the 2 businesses communicate to fulfill the low price policy I'm eligible for.

  Business Response

  Date: 19/01/2024

  Hi ******,
  
  Thank you for your patience involving your purchase.
  
  We'd like to inform you that we have a full investigation in progress regarding your missing refund for your ***** 8 Pro Smartphone.
  
  We're working to resolve the situation as soon as possible.
  
  If you have any additional questions or concerns in the meantime please let us know with a reply to the email we have sent from ***************************************** and we would be happy to respond as soon as possible.
  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:12/01/2024

  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.

  Order Number in Question : **********
  
  Details : I ordered **** Headphones from Best Buy amounting to 460.58 $ delivered by *********, when I opened the parcel - it was a kid 3d printing pen which is not what I ordered, called bestbuy and they said on Dec 13th 2023 - We will send you a shipping label and please return it and the moment we receive it we will issue you a full refund and you can order a new one's right now hoping a correct one will be delivered this time and they promised me for refund.
  
  Return Parcel delivered to BestBuy on 15th December Shipment: ************ in original packing and return label printed on top of original label
  
  
  Today is Jan 11, 2024 - they do not reply to my emails anymore and I still haven't received any refund - I have even copied the executive team in my emails and made numerous calls - all they ever say on call is Warehouse team is investigating.

  Business Response

  Date: 17/01/2024

  Hello,
  
  
  Thank you for your patience. The investigation has been completed for your case.
  
  This claim has been approved and a refund has been processed for the full amount back to your method of payment. Please allow 3-5 business days for the credit to appear on your statement.
  
  As a one-time good will gesture, we would like to offer you a 10% discount up to $100 on your next order. To claim this discount, please call or chat with us and provide the order number as a reference. Please note that this offer cannot be applied on Marketplace orders, ***** products, services and gift card purchase.
  
  If you have any questions, please feel free to reply to this email.
  
  
  Thank you,
  
  Customer Experience
  
  Best Buy Canada Ltd. BestBuy.ca
  
  **************************

  Customer Answer

  Date: 29/02/2024

  The consumer contacted BBB and stated the complaint has been resolved.