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.

  B 10232 E Whalley Ring Rd Surrey, BC V3T 4H2

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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:28/12/2023

  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.

  I buy a TV online. But it was broken before it arrived. After I returned the TV to Bestbuy, my account was locked. Online purchases are not possible.

  Business Response

  Date: 29/12/2023

  Hi **,
  
  We are writing to inform you that we have a full investigation in progress to help resolve the situation for you.
  
  If you could please reply to our email sent via [email protected] requesting your account details and we would be happy to continue to resolve this situation.
  
  Thanks you for your patience,

  
  The Best Buy Team

  Customer Answer

  Date: 04/01/2024

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

  
  
  They didn't explain the reason, just told me the result.

  
  
  Sincerely,
  
  
  
  ** ***

  Business Response

  Date: 12/01/2024

  **,
  
  We understand your questions related to the issue, however we are not at liberty to specify the reasoning of the decision beyond what I have already outlined previously.
  
  Please be advised, for the security of yourself and Best Buy, future purchases may only be made at one of our physical stores from this point on.
  
  Due to the reasons previously mentioned, we do consider this matter closed.
  
  At this time, we do not believe that further communication on this subject will be productive for both parties.
  
  
  Regards,
  
  The Best Buy Team

• Initial Complaint

  Date:28/12/2023

  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.

  Went in to purchase a game for the ******** ******. Price on the shelf was $80, rang up to $150+. After checking the shelf again with the employee and taking a picture to ensure the manager showed up and told me they wouldn't do anything about it and then escorted me out of the store when I demanded they sell it for the listed price.
  
  This goes against the code of conduct for pricing. This is also ********, imagine had I not noticed they were going to charge me almost double...

  Business Response

  Date: 29/12/2023

  Hi *****,
  
  We are reaching out to you regarding your request to purchase the ***** ***** Party Bundle valued at $130 for the JoyCon with ***** ***** included Under Web Code ******** for $79.99.
  
  From what we can see on our end with the photos provided we see that the tag is for the ***** ***** Party stand alone game valued at $79.99 Under Web Code 1******* and not the bundle.
  
  Unfortunately due to this reason we must deny your request. 
  
  Our apologies and thank you for your time,
  
  The Best Buy Team

  Customer Answer

  Date: 04/01/2024

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

  Its a horrible excuse and obviously being used to bait customers into purchasing the higher expensed bundle under false pretences of a lowered price only to be charged full price. The business hopes no one notices or takes action. 

  Its not the customer's responsibility to know webcodes by heart. If a customer sees "***** ***** party" on the tag and brings the box that says "***** ***** party" to the desk to pay they are expecting "***** ***** party" to be the price listed on the tag with the name "***** ***** party". Especially when there is no other location that specifies "with joycon" on the wall. The only tag for ***** ***** party was this one. 

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

  Business Response

  Date: 12/01/2024

  Hi *****,
  
  We apologize for the misunderstanding, however due to the facts previously outlined in the case we support the decision made by our store team.
  
  We consider this matter closed.
  
  Thank you for your time.
  
  Regards,
  
  The Best Buy Team

• Initial Complaint

  Date:28/12/2023

  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.

  On December 8th, 2023 at 4:00:09 PM, I placed an order for an ****** on Best Buy's website. The order number was #**********. However, when the package arrived, I was shocked to find that it contained staples instead of the phone that I had ordered. Since then, I have been trying to request an exchange, but unfortunately, I have not received any help.

  Business Response

  Date: 29/12/2023

  Hello *****

  We sincerely apologize for the extended wait times, especially during this festive season, where we are experiencing a higher volume of cases. Please know that your case is currently under investigation with all relevant teams, and I am personally working to ensure an optimal resolution.
  
  As of December 27th, your case is in the capable hands of our Head Quarters. I am committed to keeping a close eye on its progress and will be in touch with updates. It's also possible that Ingrammicro may reach out to you first, as mentioned in a previous email. If this happens, they will provide you with the necessary label for returning the mistakenly sent package.
  
  We appreciate your patience and understanding during this process. If you have any questions or concerns, please feel free to reach out.
  
  Thank you for your understanding.

  Customer Answer

  Date: 29/02/2024

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

• Initial Complaint

  Date:21/12/2023

  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.

  Two weeks ago, I made an order (Order ID -*************** the promise of a 24-hour delivery a promise that's turned into a joke. Here I am, stuck near the end of the second week, and my order is nowhere to be found. The tracking ID is stuck in "calculating" mode - Not sure what that even means. I've reached out to their so-called customer service three times now they give me the same old song every time that it will be delivered with in next 24 hours. I even requested that they let me pick up from near by store but wont allow me until it is escalated to HO. Now this is a Christmas gift for someone and as per the rep it looks like it will take 5-7 days for HO to review and respond to my request. So basically I wont get any responses till new year and then too not sure what the next steps will be. I asked if I could get a refund and they say its against the policy since the order is shipping mode. So I am out of pocket for $1600 with no product and no resolution of any kind. They even tried to pass the buck to ***** ***, the carrier. Why on earth should I be chasing the carrier when I made the purchase from Best Buy? Isn't it their responsibility to keep tabs on their own deliveries and ensure we, the customers, get our orders on time.

  Business Response

  Date: 27/12/2023

  Hi *******,
  
  This is ****** reaching out to you from the Best Buy Customer Experience Team!
  
  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 full amount, 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.
  
  Thanks,
  ******
  The Best Buy Team

  Customer Answer

  Date: 02/01/2024

  
  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:21/12/2023

  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 purchased an *********** from Best Buy Canada on November 23, 2023 for the total of $1665. When I received the ** I noticed the ** is not responding to its remote control so I couldn't set it up to use it. I called ******* and they ruled out the remote might be defected. They agreed to send me a new remote by mail. Meanwhile, I called Best Buy and reported this issue to them. I also went I bought an universal ******* remote from Best Buy, yet that didn't work either. I asked Best Buy to send someone to take a look. Instead agreeing to cover the cost, they charged me $113 for that visit which their technician confirmed the ** is defected and must be replaced.I reported this to Best Buy and they told me their "Inventory Analyst is out of office." and I have to wait. I waited for a week, emailed them twice with no response. Today I called this company and asked where I can file a complain. They immediately replied to my last email saying that they are "BUSY". After missing lots of good deals, even better than this one, during Black Friday and Cyber Monday, they offered me to refund me so I can go and find another ** during "ongoing Black Friday deals"!! They told me if I want an exchange, I have to wait indefinitely. That means they refuse to replace this item with a working one because they know it will cost them more. They are intentionally keeping me waiting till I get tired and leave this case. This situation has caused me so much stress, anxiety, and deep frustration. I am going to contact local media including *** and CP24 to report this ****.

  Business Response

  Date: 21/12/2023

  This is an email that I sent to customer of December 19th explaining that we will refund him the full amount of the ** once the ** is picked up on December 22nd. 
  I also offered him a $125 eGift card to compensate for the Geek Squad service:
  
  Hi *****,
  
  I have processed your return and sent you a separate email including the date of pick-up.
  
  I am sorry you got the short end of the stick when buying the **. It really is unfortunate, and I do not wish it upon anyone to have an experience like you did. I hope that you can understand that we do not wish to cause any inconvenience or headache to you.
  
  As a gesture of goodwill, I would like to offer you a $125 eGift card to compensate for the Geek Squad service.
  
  Please let me know if you accept.
  
  Thanks,
  
  ***
  
  The Best Buy Team

  Customer Answer

  Date: 30/12/2023

  
  Complaint: ********
  
  Hello ***,

  I am rejecting this response because: I paid for the service your department suggested it. **** from your office told me clearly to book an appointment with "Best Buy" technician for checking on the defected **. She assured me I will be reimbursed 100% for the visit. The girl who came to check this ** had ZERO knowledge of the issue. I had to show her how to reset the remote. Then, she started it "Googling" the issue on her phone for more than half hour with no help. When she said the ** has to be replaced, I reported to your office and asked for a replacement as well as a refund for $113 your technician visit. Instead, you replied back to me:

  On Tuesday, December 19, 2023 at 02:56:18 p.m. EST, **************** <******************************************************************> wrote:

  "And because the Geek Squad service has been fulfilled already, we cannot refund this. I know that this is not something you want to hear as it wasn't your fault that the ** was defective in the first place. However, to be fair, the service from Geek Squad has been performed so it doesn't make sense for a refund to be issued.

  Let me know if you have the original ** box and I will happily go through the return process today for your **. 
   
  Thank you,
  
  ***
  
  The Best Buy Team"

  You sent me $125 gift card as a "good gusture", like doing a favor to me?! I heard nothing but disappointment from you and your company in this painful experience.

  Do you think this is fare to me and you think I am just happy with you giving me a "Gift Card" toward money I paid to your company for a service I had no intention to have when I knew 100% the ** is defected? How many times I called ******* for help? THREE times! Each time, they helped me way more than you did and yet kept telling me this is the reseller's, Best Buy, responsibility to have someone take a look at the ** and replace it for me.
  

  I don't know how you can justify everything and expect me to be happy with your generous "$125 gift card"?? Yeah, as you said:

  "Hi *****,
  
  As you said, you would like a refund of the Geek Squad service.
  
  I am offering you more than the service in the form of an eGift card for $125. I just want to make sure there is no misunderstanding between us."

  I am asking you again, what about over a month of half of my time wasted dealing with your company? I lost time, money and energy trying you guys tell you to just "fix my current address", replacing a defected ** your company carelessly put it back for sale as an "Open Box". Waiting THREE times for your third party company to come for picking up the **. Once you sent them to my old address, second time someone in your office entered my address wrong as "**************** instead of ***************." and for third time I had to take times off AGAIN from my work staying home waiting for this nightmare ends. And on top of all these, I lost a chance to buy another ** from many options I had during the biggest sales of the year.

  How do you justify all these, ***?

   

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

  Business Response

  Date: 04/01/2024

  Dear *****,

  I am very sorry that you are dealing with Best Buy in a negative manner. I hear your concerns and I am hoping to come to a resolution with you as soon as possible to alleviate your frustrations. 

  Here is a resolution that I can offer you:
  1. I can credit you back on your method of payment the $113 for the Geek Squad service
  2. You can send me a desired TV that you would like from Best Buy and I can find the Black Friday sale price and use that price for you
  3. You can keep the $125 eGift card as compensation for all the lost time, money and energy

  Please let me know how this sounds or if there is anything else that I can offer you that would be suitable for you at this time. 

  Thank you,
  ***

   

  
  

  Customer Answer

  Date: 09/01/2024

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

  Hello ***,

  I paid for your useless and unknowledgeable technician's visit because I was told to do so by your own department. Please don't assume you are doing a favor to me by returning $113 I paid for this visit!

  Second, I do NOT and will NOT deal with Best Buy ever again. After nearly TWO months you are asking me for a TV replacement with "Black Friday" prices? Isn't this what you promised me when you contacted me by phone nearly TWO months ago and never kept your word?

  I already bought the same TV from ******* Canada and paid $1,158 more than what I paid for the faulty TV your company sold me as an open box "100% tested".

  To finish this nightmare with your company, I am demanding the following for the damages financially and emotionally your department and Best Busy caused me in the past TWO months.

  I want half the excessive money I paid for this TV, 75" ******* Neo QLED, to ******* Canada because of what your company put me through, please see below:
  

  I want half the difference I paid to cover a portion of losses I have had during this unsuccessful purchase. The receipt is attached here for your information. Please note, ******* offered me $800 discount for a price match after the purchase.

  My total came to $3,299.99 - $800(price match) = $2,499.99 + tax = $2,824.98

  For defected TV, I paid best buy $1,667, difference of $2825 - $1667 =  $1,158 / 2 = $579

  You already sent me $125 e-gift $579 - $125 = $453

  I want to get refund of $113 for the visit as well ==> $453 + $113 = $566

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

  Customer Answer

  Date: 26/01/2024

  Hello, 

  I clearly explained what I want as compensation from Best Buy, but *** sent me an email directly and refused to cooperate. Here's what she told me:
  
    
  ==============================================================================
  
  Hi *****,
  
  I am reaching out to you as I have received your Better Business Bureau response.
  
  I can see your level of frustration of receiving a defective TV. I am sorry to say that we cannot offer you compensation based on a unit you had bought from Samsung at your own discretion. 
  
  What I can do is refund your original method of payment for the $113 Geek Squad technician visit. 
  
  I hope you can understand why we are not compensating you for the difference. I know this is not exactly what you wished for but please note that you have received your full refund of the *** a $125 eGift card and an upcoming $113 credit.  
  Thanks,
  ***
  The Best Buy Team

  =================================================================================

   

  I went and bought the same TV from another retailer just because how BestBuy treated me. *** doesn't show how they put me on hold "Infinitely" till somehow one day in future find an *********** for me. It was absolutely lack of customer care.

   

  I don't know what else do you want me to ask for?

   

  I need my $113 refunded as soon as possible as well as compensation for the pain and loss BestBuy caused me and it's still continuing. I have requested the dollar amount in my last reply here.

   

  Thank you,

  *****

  Business Response

  Date: 02/02/2024

  Please note that we are working with Geek Squad to refund ***** with $113 credit as the original transaction was a mobile interac with no invoice number.
  
  This is taking some time as their Geek Squad team is the one that can ******************
  
  I will let ***** know once they have successfully refunded him the $113 credit.
  
  
  

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is a dysfunctional company that I am dealing with. This is the reason you have caused me all these problems. You can't even deal with a single refund and transaction. You just want to do is to put me on hold and take this case forever.

  Beside this $113 IF you find a way to do within your business, I want the compensation for all these pain and hassle you have put me through in the past 3 months.

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

• Initial Complaint

  Date:19/12/2023

  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 bought Bose ************ ** headphones on November 9th. Shortly after that they were on sale for $40 off and since Best Buy has the price match guarantee, I reached out through chat on November 24th. The customer service rep assured me that she would issue the refund. A few days went by and I didn't see the refund so I reached out again on November 28th. The customer service rep apologized and said she could see that it was issued and that I would see the refund in 3-5 business days. I waited and still did not get the refund. I reached out again on December 5th and ******* assured me once again that I would receive the refund. After a week of still not getting it, I called Best Buy **************** where ******* called ****** and told me that he could see the chats but no refund had ever been issued. He said he was very sorry and would take care of it right away. Case #********. Now we are December 19th and I STILL HAVEN'T RECEIVED MY REFUND of $40 plus tax. This is absurd. I've had to follow up 4 times and still nothing. It's such a sad state of affairs that the only way companies do what they are supposed to is when you escalate and reach out to the Better Business Bureau. They can't falsely advertise a price match guarantee within 30 days and then not stand behind their marketing claims.

  Business Response

  Date: 19/12/2023

  Hello *****

  I sincerely apologize for the inconvenience you've experienced regarding the delayed processing of your price match refund. Upon checking our system, I discovered that the refund was finalized today, December 19. Please find the receipt for the discount attached. Typically, it takes 2 to 3 business days to reflect in your account, depending on your bank's processing times.
  
  I acknowledge that this situation should not have occurred, and to make amends, I would like to offer you a goodwill compensation of an additional $40. This will be provided in the form of an electronic Gift Card, allowing you to apply it towards your next purchase.
  
  Once again, I apologize for any frustration this delay may have caused. Your understanding is greatly appreciated.

  Customer Answer

  Date: 21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not received the electronic gift card like they said.  They keep making promises they dont keep. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 21/12/2023

  Hello *****

  I want to confirm that, as of December 19, I have successfully processed your refund, and the corresponding receipt has been sent to your email. And I want to clarify that, at no point, have I intended to mislead you. This Gift Card is our way of expressing our commitment to resolving your concerns satisfactorily and I'll process it as a resolution once you accept that resolution.
  

  Thank you.

  Customer Answer

  Date: 21/12/2023

  
  Complaint: ********
  
  I am rejecting this response because your company has repeatedly lied to me and the only way to get you to stand behind your price guarantee was to contact the BBB.  So I have no reason to accept this and expect you to deliver on your promise so send me the gift card and my refund then I will accept the resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 18/01/2024

  I wish to extend my sincerest apologies for any misunderstanding or inconvenience you may have experienced. It was never our intention to mislead you.
  
  In an effort to address your concerns, I have initiated the issuance of an electronic Gift Card valued at $40 under your name. Kindly check your email inbox, In the event it does not appear in your inbox after January 23rd, please check your Spam folder. If you do not locate it, please inform me so I can promptly resend it. Additionally, I want to confirm that your Price Match partial refund was processed on December 19th, and I have attached the corresponding receipt to this claim for your reference.
  
  Please accept our heartfelt apologies for any delay in addressing your concerns.
  
  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

  
  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:19/12/2023

  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.

  December 16, 2023 viewed Best Buy Canada website as I would like to purchase a new TV price for the model I was looking at was $1594.99. Thought it was a good price and went to store did not make purchase at the time and was assured with information from website and retail person that sale price was offered December 15 - 21.December 18 today the price has increased by $300 and the item is $1899.99 now Best Buy support person via chat states that sale prices change and that I need to look at website every day for price changes I do not understand.. a price was offered for a fixed amount of time. why would this change?

  Business Response

  Date: 21/12/2023

  Hello ***********

  Our apologies on the situation surrounding your purchase, we would be happy to help you with the situation in any way that we can.

  We do not have an email on hand to contact you but a member of our team will reach out to see what options we have available.
  

  Thank you for your patience,

   
  

  The Best Buy Team

• Initial Complaint

  Date:18/12/2023

  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 tv with a built in dvd player. The dvd player was not for ******** (North America) and the remote would not work all the time. I emailed with them. I wanted to return the tv. I was told in an email that I could keep the tv and I would get a full refund. My credit card statement shows a charge of $300 on November 13/14, 2023. My credit card statement shows a refund of $125 on November 22/23, 2023. I was told I would get a full refund but there is still $175 owing to me. When I tried to send them another email it bounced back at me. I don't have a phone number. They still owe me $175. Please look into this for me.

  Business Response

  Date: 22/12/2023

  Hello, 

  The seller informed me that he told the customer they can offer 50% refund and the customer can keep the item as is. Customer accepted this resolution - please see attachment and seller issued the 50% refund on November 22 to customer's method of payment. That is why customer was only issued a half refund, cause she accepted that resolution. 

   

  Thanks. 

   

• Initial Complaint

  Date:18/12/2023

  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.

  Hi, I purchased an ****** ****** from Best Buy using ********** ***** Points through the ***** Rewards app. I returned it using a prepaid shipping label provided by *** and the package got lost by ****** ****. Until *** receives the package they won't give me a refund and I am stuck with no product or refund. I contacted ****** **** to open a lost package investigation and they said they cannot help me because I am not the one that paid for the label, it was a prepaid shipping label offered by ***. I contacted *** explaining my situation and nobody seems to understand or know what to do about it. I am trying to get help from somebody to get a refund or store credit because I lost $125 on the purchase and i'm not sure what to do about it. If anyone can help me, I would greatly appreciate it. Thank You.

  Business Response

  Date: 19/12/2023

  Customer notified us that:  

  "* **** *** ** ***** **** *** **** **** **** ** ********* *** *** *** **** ** *** *** ******** ** ** **** ** *** ***** *** ********** *** ******** *** *** ****** ** **** *** ********** *** " 

   

  Thanks. 

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:15/12/2023

  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 made an online order on Dec. 06, 2023 to puchase "**** Dual ******* *** **** **** ****** Video Card" on Best Buy website and paid completely at the same time, and it is a Christmas Gift for my son. The order was supposed to arrive on Dec. 8th, but never arrived. After i checked the shipment status, i found it was sent to another province and city (*******, **) which is not where i live. and the estimated Dlivery Date has been changed to "Still Calculating". Then i tried the live chat on Best Buy webiste, total 3 times. 1st time, the online support asked me to wait two days. 2nd time, i was asked to wait 5 days. After 1 week, the 3rd time, the support just asked me to keep waiting and not let me know how long. When i asked to cancel the order and would like to have refund, she told me unless i received the package, there is no way to refund. It is absolutely no sense. It looks like an endless waiting.My desired resolution is 1) Best Buy deliver my order by Dec. 21st, 2023, so my son still gets chance to has his gift and be so sad in this particualr holiday, or 2) provide me the refund by Dec. 21st, 2023 so i can still have time to buy a christmas gift for my son.Thanks Order #********** Shipping ID *********

  Business Response

  Date: 16/12/2023

  Dear Valuable Customer, 

  We learned that you have face major inconvenience regarding your recent purchase with us. We sincerely apologize for this predicament and wanted to assure you that someone from our headquarters will reach out to you soon to resolve this matter. Kindly respond to the email that you will receive from our customer care team at headquarters, and they will be more than happy to assist you.

  Regards,

  
  Customer Care Team
  **********************
  

  Customer Answer

  Date: 24/12/2023

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