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: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.

• Initial Complaint

  Date:05/01/2024

  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.

  Made a purchase online of 1 VR headset- Large print messages notified me that there was extended holiday returns. Products was not usable, however when I've gone to return it to the location I was informed that it was not able to be returned due to the packaging being opened. This information was not presented to me at any time during the checkout process.

  Business Response

  Date: 08/01/2024

  Hi ******,
  
  
  We're reaching out you to follow up on your request to have your order containing your opened **** ***** 2 refunded.
  
  From what we can see on our end, It appears that you were able to perform a return for store credit as an exception at our ****** location for store credit on January 4th 2024.
  
  If you require any further assistance or have any additional questions, concerns, or queries please let us know and we can continue to follow up on your behalf.
   
  Thank you once again for your patience and business,

  
  
  The Best Buy Team

  Customer Answer

  Date: 09/01/2024

  
  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:03/01/2024

  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.

  Due to a problem on best buys side one part of my order was cancelled. Apparently my ********* account which I applied through best buy for the same as cash plan wasn't able to be charged even though my available credit was more than enough. They were unable to re-process that part of my order even though 80% of it was completed. If I was to re-order I would be charged another $80 fee which is ridiculous for that one item. To say I am disappointed is an understatement and I think that this is the end of my business dealing with Best Buy. Very poor customer service in this regard.

  Business Response

  Date: 09/01/2024

  Hello 

   

  I have emailed our fulfilment team who was supposed to ship and fulfil this order - to clarify why this order was cancelled. I am waiting on their response and then I will update the customer. 

   

  Thanks. 

  Customer Answer

  Date: 29/02/2024

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

• Initial Complaint

  Date:03/01/2024

  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.

  In September I purchased an **** series x as a Christmas present for my son. The machine was to come with a 24 month subscription to Ultimate Game Pass. The sole reason for purchasing this machine was for the added bonus if the 24 month subscription. Upon receipt of the **** series x on September 28, 2023 I noticed my receipt or the contents of the package did not indicate the 24 month subscription was included. I immediately made contact with best buy to ensure it was part of the purchase. I was assured that when I activated the box that the subscription would be activated upon setting it up. I informed them it was a Christmas present and was again advised that it will be a part of the activation for the ****. I have had several online chats with best buy and there has been no resolution. I have been informed the ticket has been escaladed as of December 25th when we activated the **** and determined the subscription was not included; However their has been no updates provided even though I have had several contacts. I have been advised I will receive an email but yet no email has been received. My most recent contact was today Jan 2nd via telephone and the call was dropped and there was no attempt to reconnect to resolve the issue which is when I filed this complaint.

  Business Response

  Date: 05/01/2024

  Issued customer a ********* RMA label under tracking number ************ as the customer did not receive the ******** subscription for **** All Access after speaking with many associates who said it will be included but it wasn't - I offered customer many other resolutions but he was not happy with it and insisted that we return the **** - also issued the customer a $50 e-gift card. 

   

  Thanks,

  Komalpreet 

  Customer Answer

  Date: 05/01/2024

  
  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:03/01/2024

  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.

  I purchased one ****** **** Show ****" Smart Display (Order #**********) online from Bestbuy on November 06, 2023. Cost $370.38 . When I arrived at the pick-up point of the courier company, the item had already been sent back for shipment. I requested a refund, but the agent rejected my refund. This is a **** *** * ********

  Business Response

  Date: 04/01/2024

  Hello ***

  We sincerely apologize for the inconvenience caused by the delivery issue. It appears that your shipment was returned and subsequently lost in transit. To address this, we have processed a full refund on your original payment method. Attached are two receipts: one for $369.59, representing the item price after taxes, and a second one for $0.79, reflecting the Environmental Handling fee, totaling $370.38.
  
  Please be aware that refunds typically take 2 to 3 business days to reflect in your account, depending on your financial institution's processing times. Rest assured, the refund has been successfully processed as intended. If you have any further concerns, feel free to reach out.

  Thank you,

• Initial Complaint

  Date:03/01/2024

  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.

  Dec ***** I went to best buy to look at tv, ** 86" 4K *** *** *** ***** ******** (***********) - 2023 - Black were on sale dec.24,23 at 7h00 pm my time and was told to do the order on line. order was done and email received, thank you for your order. On dec.31st received email that my order had been cancelled, Phoned them and they told me that the order had been cancelled on Dec.28h, but was never advised. reason because I wrote ********************* on the order and my credit **** says ****************** I live in a bilingual province and that should not be the case. They said there was no product left and the only thing they could do is give me 10% off up to 100$ I feel that since I was notified 3 days after the order was cancelled that the product ordered should be compensated for a similar product for the sale price. I have escalated this issue to no avail. *******************************

  Business Response

  Date: 04/01/2024

  Here is the email I sent to client concerning her complain.

  Bonjour *******,
  Si vous souhaitez passer une nouvelle commande et avez besoin d'assistance, vous devrez appeler le numro ddi du centre d'appels :**************.
  Je ne connais personne avec ce nom (M.*************************) et je ne trouve pas aucune conversation que vous avez eue avec lui et aucune promesse d'appel de sa part. Malheureusement, si un produit n'est plus disponible au moment o vous souhaitez passer une commande, personne ne peut rien faire pour vous aider l'obtenir. Il est difficile danticiper la disponibilit dun produit lorsque le stock est limit et que le prix est comptitif. Malheureusement, personne ne peut le garantir, sachant que toute commande passe par plusieurs tapes de vrification et d'autorisation avant d'tre valide.
  Si vous avez des questions supplmentaires concernant une nouvelle commande, veuillez nous contacter par ******* au **************.
  
  Merci,
  Mariana
  Lquipe Best Buy

   

  English version:

  Hello *******,

  If you wish to place a new order and require assistance, you will need to call the dedicated call center number: **************.
  I don't know anyone with that name (****************************) and I can't find any conversations you had with him or any promise of a call from his part. Unfortunately, if a product is no longer available by the time you want to place an order, there's nothing anyone can do to help you get it. It is difficult to anticipate the availability of a product when stock is limited and the price is competitive. Unfortunately, no one can guarantee this, knowing that every order goes through several steps of verification and authorization before being validated.
  If you have additional questions regarding a new order, please contact us by telephone at **************.
  
  

  Customer Answer

  Date: 29/02/2024

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

• Initial Complaint

  Date:02/01/2024

  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.

  chat case ID: ******** Order #********** (online)item came damaged, online agent (chat) issued refund however, I need to re-order same item (ordered 4 of them) and 3 are ok, 1 was damaged (thus refund)when I order, cannot meet min order quantity for free shipping this is not fair to customer honestly as sending out replacement was easier - can you do that? lots of time / energy spent for $10 but ridiculous as agent is not able to help me. * ** ******** ******** so cannot come into a store to address. i asked for manager call back etc - agent said no - that cannot be true! escalations means manager is always able to assist - please see if this true. due to ****** please fix and resolve - if company is serious about service, do more than $10 because this is taking up a lot of time energy. thanks. also please inspect for quality standards - damage items take up time / inconvenience.

  Customer Answer

  Date: 02/01/2024

  Hello

  I had erred in adding "pain and suffering" you can remove that.  ************ adjustment or some resolution - this is taking up time for no reason! thanks 

  Business Response

  Date: 08/01/2024

  Hi ***,
  
  Thank you so much for your patience.
  
  We are reaching out to follow up on your case involving a replacement unit from your order number ********** and the broken ****** Secure Holder with Key Ring for ****** - Blue.
  
  We would be happy to help you out with a replacement order, and have done so under order number ********** sent to your address listed in your original order.  
   
  We were unable to source a replacement ********* so we have sent the closest available option, a 4 pack of the black model at no charge to you with our compliments.
  
  Tracking will be issued shortly.  
  
  We hope that this gesture is helpful in resolving the situation.
  
  If you have any additional questions, concerns, or queries please let us know and we can continue to follow up on your behalf.
   
  Thank you once again for your patience and business,
  
  The Best Buy Team

  Customer Answer

  Date: 09/01/2024

  
  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.

  I was hoping to have a conversation but they sent me a unit to help me out and that is fine by me. 
  
  Sincerely,
  
  R  *******

• Initial Complaint

  Date:02/01/2024

  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.

  On December 21st, 2023, I ordered an ** washer and dryer set. I selected the haul away service for the old machines and installation of the new machines. In order to have the new machines installed upon delivery I was required to also order new washer and dryer hoses, which I did. The machines were delivered, last night, December 29th. Three delivery guys showed up and said that they could haul away our old machines but that they were unable to install the new ones. They took away our old machines and left the new ones in our hallway. They were to call me back with a new delivery time this morning and they did not. When I visited a Best Buy store and the manager looked up my file she said no new delivery time has been scheduled. Because it is New Year's, they won't be calling until Tuesday at which point they will schedule a new delivery. So we are looking at a minimum of a week without having any way to do laundry. I am a mother of three boys, this is a huge inconvenience to my family. When I called Best Buy, they said there is nothing they can do as it is the delivery company. I ordered the machines through Best Buy, yet they won't take any responsibility for this. They took my old machines and refused to connect the new ones, leaving me with nothing.

  Business Response

  Date: 05/01/2024

  Hello ********,

  I trust this message finds you well, and I appreciate your patience during this challenging experience. I want to sincerely apologize for the inconvenience and frustration caused by the delayed delivery and installation of your ** washer and dryer set.

  I understand the importance of having your appliances installed promptly, and I want to acknowledge that we fell short of your expectations. Please accept our heartfelt apologies for any disruption this may have caused to your family.

  Upon receiving your concerns, we took immediate action and sent a team on January 3, ****, to complete the installation and connection of your new appliances. Our technicians ensured that the units were properly set up and relocated within your home. If there are any lingering issues or additional tasks that need attention, please do not hesitate to inform us, and we will address them promptly.

  While I regret that I am unable to offer a refund for this inconvenience, I want to extend a $125 Best Buy Gift Card as a token of our apology. We understand that this may not fully compensate for the inconvenience you've experienced, but we hope it demonstrates our commitment to making things right for you.

  Your satisfaction is of the utmost importance to us, and we are actively working to improve our processes to prevent such issues in the future. If you have any further concerns or if there's anything else we can do to assist you, please feel free to reach out to me directly.
  Once again, I apologize for any disruption to your daily routine, and I genuinely appreciate your understanding and patience.
  
  Regards,
  
  ***************************
  Customer Experience Associate
  **********************.  

  Customer Answer

  Date: 07/01/2024

   
  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:02/01/2024

  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 ordered items from Best Buy Canada with the order numbers ********** and **********. For the amounts $10,169 and $9,604 respectively. I contacted best buy for a refund after returning the items and was told that they never received it. Waited months for an investigation then was told by Best Buy that ********* told them that they received packages that were empty. I did drop off the packages to purolators drop off site which the police suspect that the items were stolen. A police report was filed and I have been trying to get in contact with Best Buy but they have been unresponsive after I have called several times and had emails sent to their head quarters. Till this date I have not gotten money back from them and they have not been in communication with me.

  Business Response

  Date: 03/01/2024

  Hi ********,
  
  We are writing to inform you that we have a full investigation in progress on the status of your two orders.
  
  We will try to complete the investigation as soon as possible and provide you with a resolution as soon as possible.
  
  We really appreciate your patience. If you have any questions, please feel free to reach out to us via this email.
  
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 11/01/2024

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

  Thank you for the email, I hope you know that I have been trying to contact you guys for several months now and that Im glad you guys have replied with the help of BBB. The discrepancy of the items that were received back was because the items were stolen from the Purolator drop off box and altered. A police report and investigation of this was filed on my be half. I believe Best Buy does not have the appropriate documentation for this so I have attached the report to this email.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 16/01/2024

  Hello ********,
  
  Thank you for reaching back out to us.

  We have received and previously reviewed the Police Report you have included in your response to this case.

  As per our last correspondence, we require the officer overseeing your file to reach out to us directly regarding the case.

  Once we hear form them we will actively collaborate in support of the investigation.
  
  Barring that we won't be able to alter the decision.
  
  Thank you for your understanding,
  
  The Best Buy Team

  Customer Answer

  Date: 29/01/2024

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

  If BestBuy tried to make an effort into closing this case and realizing that I did return the items. They would contact the officer. I am unable to tell the officer to call Best Buy, but Best Buy has all the information needed in order to contact the police.

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

  Business Response

  Date: 05/02/2024

  Hi ********,
  
  In response to the previously communicated situation, we require that the overseeing Police Officer reach out to us with the results of their investigation directly in order to move forward in any way this case.
  
  Once we hear form them we will actively collaborate in support of the investigation.
  
  Barring that we won't be able to alter the decision.
  
  Thank you for your understanding,
  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:02/01/2024

  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.

  We purchased a ******** Dishwasher approximately a year ago as part of an appliance package. The dishwasher completely stopped working during the one-year manufactor warranty period. The warranty is through BestBuy directly. We called to make the claim, which was started in or around December 11th (Claim#*********).
  
  Orignally, we were told our options were a) they would send in a repair technician to fix it, or b) they would replace and send a new dishwasher. We were told they would confirm in 2-4 business days and would hear from them. Nobody called. We called back every couple of days as they kept saying we would hear in 1-2 business days.
  
  Eventually, they determined they could not find a repair indivudal to attend the property. We have asked for a new unit to be sent, they have not. In the alternative, they suggested a credit may be possible, which we were fine with provided the credit could be used online in an amount to cover the replacement + delivery fee and we would just order a replacement ourselves. I note that the closest BestBuy is 4.5 hours away (we ordered online and do not use any brick and mortar location given the 9 hour return trip).
  
  On 5-6 occassions now, we have been told, promised, and guaranteed that someone would be calling us to finalize the resolution of our claim within 1-2 business days. We have never received a call. We call back after we do not hear anything, and they just say again that someone will call us in 1-2 business days and rinse and repeat. Most recently we called today (December 29th), following up on a previous call (December 27th) where we were "guaranteed" someone would call us by no later than December 28th. The customer service representative on December 29th said there was nothing he could do, and that he "promises" someone will call us within another 2 business days. It is just a never ending chain of broken assurances and warranties, with no end in sight.

  Business Response

  Date: 10/01/2024

  ***Initial contact to customer external to BBB platform***

  ***** ******** ******* ****************************
  ***** ******** ***** **
  *** **************************
  ******** **** ********** *******
  
  ** *******
  
  ** *** ********** *** ********* **** **** *** ******** ********** ****** * ********* *** *** ************* *** ***** **** **** *******
  
  * **** ******* *** ** *** ******** **** ** **** **** **** ********* *** * **** ******* *** **** ** ****** ** **** ** **** ********
  
  
  Thanks,
  
  Komalpreet
  
  The Best Buy Team

  Customer Answer

  Date: 10/01/2024

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

   

  Our issue has not been resolved.

  We made this order online as we are a 5 hour drive from a BestBuy Store. They are refusing to allow us to receive a refund or credit for online use. We are not able to contact the store as they do not accept phone calls. No one at Bestbuy is resolving this issue.  It has been a month with no resolution.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we cannot visit a store when we live 5 hours from a store. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 19/01/2024

  Client received as resolution a free return of the defective item and then a gift card for the value of the product sent to her email address.

  We are waiting for the product to be picked up.