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:12/01/2024

  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.

  This was our first ever appliance purchase from BestBuy. Simply because they had an offer going and we could save roughly 100$ over competitors. We purchased a Washer Dryer combo online on December 31st with a promised delivery date of January 5th. We were supposed to get a call 2-3 days before to confirm the time window of delivery and that call never happened until we had to call to plan our delivery. Time window was 12:50 to 15:10 and to our surprise we get called at 9am that delivery is within the next hour. That hour ended up being more like 2 hours. I had cancel a days work and come back home for the delivery.Upon arrival, the delivery men open the open in the street and notice a massive dent on my purchase. I decide to return it to get a fully functional and not dented appliance as anyone would.Expecting a quick call to resolve the issue, nope nothing. Once more we need to call to find out what is happening with the exchange. The Bestbuy employee explains to us our exchange will be done in priority but they are not responsible for delivery times since they subcontract the delivery. Yes Bestbuy you are ENTIRELY responsible for my purchase. She tells us we can expect a call within a day or two, yet again no call.We decide to call on Sunday, January 7th and to our surprise once more the previous employee did not complete the exchange process and was never finalized.This new employee says it can take anything from 1-3 to 3-7 business days JUST TO PROCESS THE EXCHANGE. I am not delivered yet.PS: we will be contacted by email, because it does not allow any exchange of conversation between client and BestBuy.We are still waiting and expecting a compensation (supposedly another email will be received from their behalf, when? how much? who knows?) for this nightmare of a purchase.First and last time giving a dime to BestBuy and will never ever encourage someone to spend their hard earned income at BestBuy.Disgusted by the customer service.

  Business Response

  Date: 12/01/2024

  Hi ******,

  Further to our telephone conversation, we hereby inform you that an exchange for your washer/dryer is scheduled for January 16th. I also added a note that recycling old machines is still required. Our carrier will call you one day before this date to advise you of a 3-hour period.
  
  If you wish to change this date, please give me 2 or 3 dates in the order of preference.
  
  Additionally, I have arranged to send you the Best Buy eGift Card in the amount of $50.00 (no expiration date). You will receive an email from ******** within the next two business days. If you don't see it in your inbox, check your spam folder.
  
  I'm sorry for all the inconveniences and I hope this new delivery goes smoothly.
  
  If necessary, do not hesitate to communicate with us by responding directly via this email.
  
  Thank you,
  
  *******
  
  The Best Buy team

• Initial Complaint

  Date:12/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order through bestbuy.ca, the order was cancelled due to an "authentication error" after many conversations with bestbuy. Two reps told me that I needed to go buy the item instore and that both special offers associated with the item would apply instore. I bought the item instore only to find out only one offer worked instore. I talked to another rep who gave my a credit for my next online order for the amount of the special offer. No one at bestbuy has honoured the credit. I have also had incredibly unhelpful reps, including one not responding for over 35 unites at which point I closed the chat.

  Business Response

  Date: 15/01/2024

  Hi *********,
  
  
  We're reaching out to follow up on your missing $15 credit from your previous cases.
  

  Sorry to hear that you have not yet received it and have had difficulty in retrieving it.
  
  To simplify the process and rectify the situation we would like to offer you an electronic gift card valued at $30 rather than the $15 to be used in store or online at your leisure.
  
  Please confirm that ************************** is the correct email and we will have it sent to you as soon as possible.
  
  
  Thanks,
  The Best Buy Team

  Customer Answer

  Date: 17/01/2024

   
  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:11/01/2024

  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.

  I bought 2 cell phones in June 2023 for my twins as a graduation present. I went to the Best Buy in Toronto, Ont on St.Clair Ave.
  
  The process was long but I was so excited to give my twins their grad gifts ****** 14. I bought otter boxes for both, and a protection plan for both I am being billed $20.00 per month. I then in return for taking this protection plan was granted $250 in gift cards.
  
  Fast forward to October 2023, and my son drops his phone down a catchbasin. I called Best Buy who told me that they needed a physical phone to replace or fix and that they would send me a new one. I was walked through the process with a Geek Squad associate and I got an incident number then I had to provide my **** card so they could put a charge of $1385 on my card until they received the damaged phone. 3 weeks later I received the new phone and I sent the damaged phone the same day at ***. November 14, 2023, that they had received the phone then it was problem after problem or excuses, they first told me that the phone was not unlocked and it was not the right phone under the plan, I called them and spoke to several people, was disconnect 3 times after waiting hours on the phone to speak with someone. I finally spoke to a supervisor who I had to explain my story again and the incidents, how many times I have called and all I wanted was a refund this call took place on November 20, or the week I was told by the supervisor their resolution team would look at all the details and get back to me. No one has gotten back to me. Last week I called every day and no answer, they have a call-back system where you remain in line, and when it's your turn the company will call you back no one called back. I continue to receive emails from them stating my claim has been resolved or our phone provider has blacklisted them. I called today and the customer service is so bad and unreliable. I just want my money back Incident Number Assigned: ********. Thank you *** *******

  Business Response

  Date: 12/01/2024

  Hi ***,
  
  
  We have received a case for you in regards to a complaint made to the Better Business Bureau for your warranty claim.
  
  I have reached out to our team at Geek Squad and they have advised that the device you sent back did not match what they were expecting to receive. The claim you started indicated a purple phone, however, this should have been a white phone. 
  
  The team has advised that there was a delay in correcting this. The other issue is that your device was showing as a blacklisted device. You will need to correct this status before the refund can be provided.
  
  Our team at Geek Squad has sent an email out to you in regards to this on January 8, 2023 and you are scheduled for a callback to discuss this as well.
  
  If you have any questions or concerns, I do ask that you respond to our Geek Squad team as we are unable to assist further in regards to any Geek Squad inquiries.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 15/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Because they are not blacklisted as they mention I spent an hour on the phone with Rogers Communications our service provider the Tech Agent ID# *********** confirmed that they were never blacklisted and don't even understand what this term means, Yes we block the phone when incident occurred with my sons phone and then had to reinstate it when we received the damaged phone back 3 days later and Tech Agent stated that no phones are blocked or blacklisted.  I spoke with this Agent from Best Buy on Friday Jan 12, 2024 at approx: 5:09pm he mentioned this and I advised him that he wasn't blacklisted and I wanted to understand how 2 mobile phones bought on the same day were not on the same Protection Plan, when the agent at the store location said they were.  With my husband listening the agent from Best Buy kept stating to me "Let me slow it down for you", not only once did he say this but several times.  I am educated ***** and don't appreciate the condescending tone and referral to I was not understanding him which I clearly was and wouldn't let me speak and kept repeating the same thing over and over again. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  Business Response

  Date: 18/01/2024

  Hi ***,
  
  Apologies for any inconveniences you may have experienced.
  
  I have reached out to our Geek Squad Team again and they have advised that the status of the phone you returned is still blacklisted. The team has stated that they will not be able to process the refund until your service provider has this removed.
  
  Unfortunately, as I do not have visibility over any Geek Squad or Best Buy Protection Plan claims, I do ask that you reach out to our team at Geek Squad directly to resolve your issues. If there is anything I can assist with, I would be happy to help.
  
  Please reach out to the team at 1-866-237-8289 or chat with a Geek Squad agent online using the link below:
  
  **************************************************
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 24/01/2024

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

• Initial Complaint

  Date:11/01/2024

  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 purchased a gas range from Best Buy (online) on November 23rd, 2023. The appliance was delivered on November 28th, 2023. I also purchased installation from Best Buy and their installer was unable to come until December 6th, 2023. While performing the install, the installer noticed the oven door was severely dented/damaged. The same day I contacted Best Buy to report the damage. On December 7th, 2023, I was told by Best Buy that I had to contact ********** directly to arrange for a repair. I contacted ********** the same day who indicated they needed more information to process the claim (pictures of the damage). I provided pictures on December 11, 2023 and since then, have exchanged numerous calls/emails with several different customer service agents who continue to tell me I was outside their 7 day window for reporting cosmetic damage. From the above, you will see that I have done everything I could to report the issue and provide the requisite information in an expedient manner. The situation remains unresolved.

  Business Response

  Date: 12/01/2024

  Following our comprehensive review of your case and the communication history, we genuinely understand the challenges you've encountered. We are fully committed to resolving this matter to your utmost satisfaction.

  To expedite this resolution, we have scheduled the disconnection of your range by a certified technician on the earliest available date, January 17, between 12:00 PM and 5:00 PM. Once the disconnection is completed, we are prepared to facilitate the pickup of your damaged appliance. At this point, you can choose between an exchange for a new appliance or a full refundwhichever option aligns best with your preferences.

  Your satisfaction remains our top priority, and we want to ensure that you receive the resolution that suits you best.

  Customer Answer

  Date: 15/01/2024

  
  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:09/01/2024

  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.

  Purchase Date: 12/18/2023 18:30 ****
  Amount: $734.49
  Order Number: **** *** ****
  Val#:*******************
  Item name: **** ***** 3 128GB
  Action requried: total refund
  
  Complaint content:
  I am writing to express my deep concern regarding a recent purchase from Best Buy. Upon examination, I have discovered a serious discrepancy: the serial number on the product does not match the number on the box. This is not only misleading but potentially indicates ********** activity. Given the gravity of this issue, which may have legal implications, I am requesting an immediate refund from Best Buy. It is imperative that this matter is addressed promptly and seriously. (Evidence has been attached below)

  Business Response

  Date: 10/01/2024

  We understand your concern. Rest assured, this is not an issue that should cause undue inconvenience. To address your situation promptly, I recommend visiting the store where you made the purchase. Kindly inform the staff about the problem you've encountered, and they will be able to facilitate an immediate refund for you.

  It's possible that there was an error during the manufacturer's packaging process, and we apologize for any inconvenience this may have caused. Please be assured that we are not refusing a refund; the process simply needs to be initiated in-store since your purchase was picked up from the store and not delivered.

  Thank you for your understanding, and we appreciate your cooperation in resolving this matter efficiently. If you have any further questions or need assistance, please don't hesitate to ask.

  Customer Answer

  Date: 10/01/2024

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

  Thank you for your assistance. I have contacted the local store at 50 Ashtonbee Rd Unit 2, Scarborough, ON M1L 4R5 to discuss a concern and request a refund. Unfortunately, my request was denied by the team lead in the returns department. The manner in which this refusal was communicated was unprofessional and upsetting. I was advised to escalate the matter to higher management or an external regulatory body, which prompted me to report the issue on the BBB platform due to poor customer service.
  This matter is particularly pressing as the item in question was intended for a significant client of mine. The quality issue has adversely affected my relationship with this client and has tarnished my professional reputation. I prefer not to engage further with the local store on this matter. Therefore, I would like Best Buy to intervene by contacting the local store manager on my behalf. I request that the manager contacts me directly by phone call or email so that we can schedule a time for me to return to the store for a refund.

  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 15/01/2024

  Dear ******

  Please be aware that the resolution of your issue lies within the purview of the personnel at the store where the purchase was made. They are equipped to assess and decide upon claim approvals or denials following a thorough investigation.
  
  Given the circumstances surrounding your purchase—specifically, the item being opened outside the store and the subsequent claim about a mismatched serial number—we find ourselves without sufficient verifiable evidence to facilitate an automatic approval of your claim. Consequently, I must respectfully inform you that your claim is denied.
  
  To seek a resolution, I encourage you to visit the store where the purchase was made. The store personnel will provide the final decision on the matter and guide you through the necessary steps to address your concerns.

  Customer Answer

  Date: 18/01/2024

  I am writing to address a recent issue I encountered at Best Buy local store regarding the return and refund of a **** ***** 3 headset. Unfortunately, my request was denied for reasons that I believe are not justified. I would like to provide clarification and seek a resolution.
  
  Issues at Local Store:
  
  1. Serial Number Mismatch: The refusal was partly due to a discrepancy between the serial numbers on the box and the headset. However, I have verified with **** *****'s official support team that such variations are normal. Both serial numbers have been confirmed as matching by Meta's team. Please find the supporting confirmation email attached for your reference.

  2. Opened Box: The second reason for refusal was the opened condition of the box. I must point out that this is inconsistent with Ontario's consumer return policy and **** ***** 3's official return policy. Identifying quality issues often necessitates using the product, which invariably means opening the box.

  Reasons for Refund Request:
  
  1. Display Issues: I've experienced multiple problems, such as vertical translucent lines and white artifacts on the display, especially after extended use of **** with *** ****. These issues suggest potential hardware defects or overheating problems. The device also caused severe dizziness, which is concerning.

  2. Graphics Quality: The headset has shown blurry visuals and a lower *** clock rate (500MHz instead of the expected 599MHz), adversely affecting game and application performance. Furthermore, the IPD wheel appears to malfunction, altering settings unintentionally.

  Current Product Condition:
  The product remains in my possession as the local store has declined the return.
  
  Requested Solution:
  To resolve this matter,  any solution presented below is acceptable:
  
  1. Accept the refund and provide a return label for me to mail the product back and process the refund.
  2. Issue a Return and Refund Confirmation Letter, which I can present at the local store to facilitate the return process.
  3. Coordinate with the local store directly, enabling the store manager to contact me to arrange a return and refund.

  local store information: 2 - 50 Astonbee Road Scarborough, ON M1L 4R5  
  phone number:+1 (416) 646-6726
  website: ****************************

  Business Response

  Date: 29/01/2024

  I have forwarded all the documentation provided by you to the store for their review. However, it is important to clarify that the acceptance of the return will be subject to the discretion of the store where the purchase was made, as they are the ones who physically inspect returns. The return must be made in person at the store. I have requested the staff at the Astonbee Road store to reconsider their decision and review your case, but I must reiterate that the final resolution will be at their discretion. Respectfully, I must decline this claim, as the purchase and resolution are solely at the discretion of the store.

  Customer Answer

  Date: 03/02/2024

  
  
  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:09/01/2024

  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.

  Best Buy advertises financing as an option for online and in-store purchases. The terms and conditions as laid-out on the bestbuy.ca website clearly say that the approved financing can be used to pay for online and in-store purchases. It further specifies that it applies to ALL PRODUCTS.
  
  I purchased an amplifier, a turntable, and two speakers. I'm happy with all of these products, BUT in order to make them work, I also need to purchase speaker cables. According to the website information, I SHOULD be able to make this purchase with the finance balance. The only limiting clause listed on the website states that 18-month payment plans are for home theater, major appliance, and musical instruments only. The 3, 6, and 12 month finance options speficically say they apply to all products.
  
  Unfortunately, Best Buy have a secret undisclosed term, where they will only let you use your ********* balance for products that can be found in store, or which are shipped directly by Best Buy. This is only a small fraction of the items listed on bestbuy.ca ... and Best Buy does not actually have any speaker cables! The closest they have is speaker cable on a spindle, but with out the connector ends that actually plug into the speakers and amp! This is NOT what I need.
  
  This is an issue because:
  1. The finance application is not free. I'm paying extra to enjoy having a payment plan through *********. If I could actually use my purchases, that would be fine. Without the cables, I can't.
  2. To return the products, I would have to pay for shipping charges, and the original shipping costs would also not be refunded. This effectively leaves me paying for postage twice, plus the admin/application fee for finance that will never be used.

  Business Response

  Date: 16/01/2024

  Hi,
  
  I hope this email finds you well. We sincerely apologize for any inconvenience and confusion you may have experienced regarding our financing options and shipping policies.
  
  We would like to clarify that as of now, ********* financing is applicable only to items that are both sold and shipped by Best Buy for now. For a detailed understanding of this policy, please refer to our official policies page: *****************************************************************************************.
  
  Additionally, we understand the importance of clear communication, and we want to bring to your attention that shipping fees are refundable only in cases where the unit is returned due to defects or damage. For a comprehensive overview of our return and exchange policies, including information on shipping charges, please visit: **********************************************************************************************************************************************.
  
  Your feedback is highly valuable to us, and we appreciate your understanding as we work towards providing the best possible service.
  
  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
  
  

• Initial Complaint

  Date:09/01/2024

  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.

  Hello,I notified Bestbuy of a pricing error on December 9th. The automated email said I would hear back in 3 business days. I never did. I called customer service and live chat. No one wanted to help me.You have the ****** ***** 6a 128GB unlocked listed at 3 different price points on your website. They are all listed as sold and shipped by Best Buy with the product condition as new. The phone is listed out of stock at the price points of $249.97 (save $50) & $299.97 but in stock at $329.99 (save $149). I'd like to purchase the phone at the $250 price.

  Business Response

  Date: 10/01/2024

  Hi ******,
  
  
  We're reaching out to you regarding your ***** 6a Pricing Inquiry.
  
  A preliminary search did not give any purchase results with your current contact information.
  
  If you could please share the purchase details of your plan via the email sent to you from ***************************************** and we would be happy to investigate on your behalf.
  
  Thanks,
  The Best Buy Team

  Customer Answer

  Date: 11/01/2024

  I never purchased the phone. I wanted to, but your website was had false advertising. It listed the same identical ****** ***** 6a unlocked phone at 3 price points. $330, $300, & $250. It listed it out of stock at the lower price points. I wanted to buy it at $250. You can view this in the previous screenshot I attached.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 17/01/2024

  Hi ******,
  
  
  Thank you for your patience.
  
  We have an investigation in progress to get to the bottom of the situation and resolve the issue regarding the multiple price listings.
  
  We'll keep you updated via email as things move forward.
  
  Thanks,

  
  The Best Buy Team

  Customer Answer

  Date: 19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because the investigation should have been done over a month ago when I contacted Best Buy by email, phone, & like chat. I was ignored for over a month until I filled this BBB complaint. You listed the phone the ****** ***** 6a unlocked in 3 listings sold and shipped by Best Buy for 3 different price points. It was ONLY in stock at the highest price point. I wanted to purchase the for $250+ tax as you had it listed. There is no method for me to do so. I believe this was false advertising.
   
  Sincerely,
  
  ***************************

  Business Response

  Date: 30/01/2024

  Hi ******,
  
  
  As stated in our previous correspondence we would be happy to honor the price of $249.99 for the ***** 6a phone.
  
  When it comes to purchasing the device, you would have to make the original purchase online or in store for the full amount using your **** Debit card and we would refund you the difference after the fact.
  
  We know you are experiencing issues processing the purchase online with your bank but we are unable to facilitate the purchase past what he have previously stated.
  
  This would be the extent of what we can offer. 
  
  to reiterate we would be happy to honor the price of $249.99 plus tax but can only do so using the above mentioned methods.

  If you can make the original purchase we can happily adjust the price.

  
  We understand this isn't necessarily the response you were looking for but this is the extent that we can assist.
  
  Thanks,
  
  
  The Best Buy Team

  Customer Answer

  Date: 31/01/2024

  
  Complaint: ********
  
  I am rejecting this response because you need a cellphone to purchase a cellphone from the best buy website. You need to be able to receive a text code to confirm the purchase. I have no current cellphone so I cannot make this purchase. No idea why they don't do voice codes anymore. When I called my bank they viewed it as a red flag or potential scam because they didn't believe that best buy would legitimately credit me $250+ tax after paying an initial $500+ tax. There is no possible way for me to purchase this phone. Best Buy is NOT going to honour their list price of $249.99+ tax. If they simply corrected the web listing or gave me a promocode before entering my payment info so the price would show up as the correct $249.99+ tax I'd be able to purchase the device. ******************** has no interest in that. I my opinion Best Buy committed false advertising. They had three listings for the phone. $249.99, $299.99, & $329.99 ALL NEW and SOLD AND SHIPPED by BEST BUY. It was only in stock at the $329.99 price at the time. Not it's it's only in stock at $499.99.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/02/2024

  Hi ******,
  
  We're sorry that you are unable to verify your purchase via voice, however the text verification is the only other option available to liaison with your bank in order to complete your purchase if you are unable to verify via text.
  
  **** debit cards cannot be processed remotely outside of our website.
  
  The only other option would be for you to purchase a ***** 6a from a local store using your **** Debit and we would be able to refund you for the difference on our end once you have sent me the invoice number.
  
  We know this has been a very frustrating process but this would be the extent of we can do to resolve the situation.
  
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because the phone is now listed as sold out online & nearby stores.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2024

  Hi Jordan,
  
  We're sorry to hear that the phone is now no longer available for purchase.

  Please stand by while we work to explore alternative options for resolution.

  
  Thanks,
  
  
  The Best Buy Team

  Customer Answer

  Date: 09/02/2024

  
  Complaint: ********
  
  I am rejecting this response because I contacted Best Buy **************** on December 9th. When I didn't hear back by email I called the customer service number. They told me they saw my email and Best Buy would contact me. Best Buy never did. After a month of not hearing back I opened this BBB complained. Then I heard from Best Buy. You tell me to standby. It's now 2 months from when I originally contacted Best Buy. Still no solution.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/02/2024

  Hi ******,
  
  We are sorry that you were not able to purchase a ***** 6a Phone before the inventory was depleted before you were able to purchase the device.
  
  Without verification from the bank when purchasing online we are unable to facilitate a purchase.
  
  Considering the circumstances, the best option here would be to look at an alternate device with an option for you to purchase in store rather than online. 
  
  What we can offer here is a ***** 7a at a reduced price using the following solution.
  
  The phone is currently listed at $399.99, to honor the $250 price we agreed upon, we can offer you a $150 electronic gift card to offset the cost for you to purchase the phone either in store or online. Be advised that this price of $399.99 will only be in effect until February 20th 2024.
  
  Outside of this resolution, we will not have any other options to pursue.
  
  Please confirm that ****************** is the correct and we can have the card sent to you as soon as possible.
  
  Sincerely,
  
  
  The Best Buy Team

• Initial Complaint

  Date:09/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A bestbuy representative advised me that the geek squad is only a one time charge (even keeps on insisting that I get additonal insurances) but turns out that they hd me signed up for a monthly subscription for *****. I called them multiple times but my calls just get transferred and told that someone else will be calling me but no osy reached out.

  Business Response

  Date: 10/01/2024

  Hi ****,
  
  We are reaching out to you regarding the monthly Geek Squad payments that are occurring on your card.
  
  A preliminary search did not give any purchase results with your current contact information.
  
  If you could please share the purchase details of your plan via the email we have sent from ****************************************** we would be happy to investigate on your behalf.
  
  Thanks,

  
  The Best Buy Team

• Initial Complaint

  Date:05/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: December 28/22 Regarding purchase of ** ********* ** Purchase price $1,649.99 I have receipt which is no less than 21 inches long. No where does it give any information regarding their supposed geek squad warranty. No instructions as to what the warranty covers or how I supposedly, could cancel. I know I agreed to delivery and a tv calibration a month later (which was paid separately). This shows on receipt. What I am disputing about their business practise is:1. On January 1, **** a payment of ****** shows up on my credit card as an annual fee. I thought it was a ********** transaction and locked my credit card down.2. Had I known about this annual fee and I dispute the fact that I agreed to this, I would have cancelled if I had the information. In fact, I never received any documentation at all concerning this warranty. Not even what it covered. 3. I contacted Best Buy online to dispute this and was basically told not their problem. I agreed when I purchased the tv. I told them at that time, I received no documentation regarding this warranty and had signed nothing. Tomorrow I will go up to the Best Buy here in ******** where I bought the ** and ask them to address this.4. I am asking help in recovering the warranty fee that was charged on my credit card. I am sure this goes against the ******** Consumer Laws. (No signed documentation plus no outline of warranty and how to cancel it). I am sure I am not the only senior out there who is being scammed like this.Thank you in advance for your attention. *************************

  Business Response

  Date: 09/01/2024

  The store team will be getting in touch with the customer in a day or two to discuss the transaction and clarify the charges the customer is seeing on their account. 

  They notified me that the customer had purchased a TV calibration and setup with membership protection with the annual membership (see invoice attached). 

   

  Thanks. 

  Customer Answer

  Date: 09/01/2024

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

  I have talked with the Best Buy Representative and discussed my concerns.

  1.  I am not disputing that I bought the ** plus the charge for the calibration (for which I was charged an additional ****** as indicated on bill).  I also am not disputing that the fact that it looks like I agreed to the warranty.). What I am disputing is their practise of not giving me a written contract which I could have acted upon when I read the facts of the warranty.  Also, other than the bill, I dont have any documentation with, and even that does not have my signature on it.  The Representative indicated this was all online for access.  I was at no time given information on where this was possible.  And who gives warranties that you can only access online.  He did indicate that I was sent an email at some point.  I have no record of such an email. 

  2.  I never was given a written contract outlining what in fact the warranty covered or how to cancel.  I have had more documentation on a toaster.

  3.  I have agreed to go up to the Best Buy here in ******** where I bought the **.  If I can resolve the problem, I will.  I am not an argumentative person and absolutely hate confrontation.  If I am wrong, I will admit it a move on.  The amount of money I am disputing is not a large amount of money $268.00 and at this point I feel like the amount of time spent arguing on the phone with the Representative was not productive time for the amount of money.  After I agreed to go up to the store within the next day, I asked what his name was, so I didnt have to go through all of this from step one.  He declined to give me his name, saying any representative could help me.  I am not feeling  to optimistic about this.

  4.  I am pursuing this purely because I feel their warranty practise is very discs ingenious and I cant  be the only senior caught up like this.  

  Please give me a couple of days, to pursue some time of agreement with Best Buy.

   

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

  Business Response

  Date: 16/01/2024

  Hello,

  In your last response you mentioned you were going to visit the store to attempt to have this resolved and asked for a couple of days to pursue this.

  Have you had the time to take care of this?

  Regards,

  *******

  Best Buy Customer Care

  Customer Answer

  Date: 22/01/2024

  
  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 help and attention. Best Buy has removed charge from my credit card.

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

• Initial Complaint

  Date:05/01/2024

  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.

  I shipped our broken ****** ***** ** headset to Best Buy in September of 2023. They confirmed the shipment and I was supposed to be sent a gift card in the amount I paid. I have yet to receive it. In November of ************************************************************************************* that a gift card would be issued within 7 days. Again, I never received an email or a gift card. I inquired again online on December 26th, and was informed again that I would be receiving a gift card and to allow a week for this to happen. As of today, I have not received a gift card in the amount owed. This has been incredibly frustrating! I just want this resolved and I want my money back!

  Business Response

  Date: 09/01/2024

  Hello,
  
  I hope this email finds you well. First and foremost, I want to sincerely apologize for the inconvenience and frustration you have experienced in relation to your ****** ***** headset return. We understand the importance of resolving this matter promptly, and I genuinely regret any delays that have occurred.
  
  To assist you further, could you please provide us with the order number or any related transaction details associated with your return? This information will allow us to investigate the status of your gift card issuance and take the necessary steps to ensure a swift resolution.
  
  I assure you that we are committed to resolving this matter as quickly as possible. Once we have the required information, we will prioritize your case and provide you with updates on the progress.
  
  Thank you for your patience and understanding. We value your business and are dedicated to making things right for you. Please reply to this email with the relevant details, and we will expedite the resolution process.
  
  Thank you,
  
  Best Buy Customer Experience
  
  Best Buy Canada Ltd. BestBuy.ca
  
  *****************************************

  Customer Answer

  Date: 13/02/2024

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