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: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,
  
  *********************

• Initial Complaint

  Date:15/12/2023

  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 am writing to express a recent negative experience I had at Best Buy. My order number is #**********.
  
  Within two weeks of purchasing my phone, the price had dropped by a significant $119, excluding tax. Expecting to be covered under Best Buy's price match protection policy, I was shocked to find out that I was not eligible because I had purchased the phone from a third party (which I was not aware of until after).
  
  The third-party indicator on Best Buy's website was anything but clear, leading to confusion on my part. The website failed to explicitly indicate that my purchase fell outside the protective umbrella of Best Buy's policy. It was only after reaching out to a customer service representative that I became aware of this crucial detail. The price match guarantee was one of the reason I chose to shop with Best Buy, and that guarantee was not delivered.
  
  The subsequent negotiations with the third-party seller were both time-consuming and frustrating, as they refused to price match. This entire ordeal has severely damaged my trust in the Best Buy platform, as the website's lack of transparency and clarity proved to be deceiving.
  
  I strongly believe that customers should be provided with clear and unambiguous information regarding the limitations of policies, especially when it comes to third-party purchases. The current state of affairs has left me not only financially burdened but also questioning the integrity of Best Buy's business practices.

  Business Response

  Date: 19/12/2023

  Hello ****

  I hope this message finds you well. Firstly, I would like to extend my sincere apologies for the inconvenience you experienced, and I appreciate the time you took to bring this matter to our attention. We value your feedback, and I want to assure you that we take your concerns seriously.

  Upon thorough review of your case, I understand the frustration you encountered with the price match protection policy. I genuinely apologize for any confusion caused by the third-party indicator on our website, and I acknowledge the impact it had on your overall experience.

  I'm pleased to inform you that your purchase has been fully refunded, and I hope this resolution alleviates some of the financial burden you may have experienced. We truly regret any disappointment this incident may have caused and the subsequent negotiations with the third-party seller that added to your frustration.

  In response to your feedback, we will be revisiting our website's interface to enhance clarity and transparency, ensuring that customers receive explicit information about the limitations of our policies, particularly in the context of third-party purchases. Your insights are invaluable to us, and we are committed to improving our practices based on customer feedback.

  I understand that this incident has shaken your trust in Best Buy, and I sincerely apologize for any doubts it may have raised about our business practices. We value your business and would like to take this opportunity to regain your trust.

  As a gesture of goodwill, I would like to offer you a $50 electronic Gift Card that you can use toward your future purchases with us. Please let me know if you find this acceptable, and I will ensure the Gift Card is promptly issued.

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.

  Customer Answer

  Date: 19/12/2023

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

  After clarifying with Daniel at Best Buy, I've learned that the only refund I'll receive is the $50 that I previously negotiated with the third-party seller. Contrary to their initial message, this does not constitute a full refund (quote from their message:"*** ******* ** ****** *** **** **** ******** *** **** ***** ********"). Furthermore, despite the additional $50 gift card offered as a gesture, it still falls short of covering the price difference that would have been addressed by the price match policy. I find the response from the business to be misleading and lacking in sincerity.

  I want to make it clear that I will not accept gift cards from Best Buy as a resolution. The second interaction has proven to be just as deceiving, and I do not want to undergo another frustrating experience again.

  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 21/12/2023

  I hope this message finds you well. I am writing to provide further clarification regarding your recent concerns and to confirm the details of our proposed resolution.

  I want to assure you that neither I nor our website has engaged in any misleading practices. To support this, I have attached screenshots of your negotiations with the seller, clearly indicating your acceptance of the $50 offer. Additionally, we confirmed that your purchase was fulfilled directly by the seller, as evidenced by the screenshots.

  For further transparency, I have included a screenshot of the product listing on our website, emphasizing that it is a Marketplace product with the seller's name clearly displayed. We take great care to provide accurate information, and I want to assure you that our intentions have always been transparent.
  In the spirit of goodwill and customer satisfaction, I extended the offer of a $50 electronic Gift Card as compensation for any inconvenience caused. Despite the presented evidence, I am wil***g to honor this offer if you accept it.

  I believe it is essential to emphasize the importance of reviewing terms, policies, and product details when placing an order on our website. Your understanding of these details helps ensure a smooth and satisfactory shopping experience.

  Customer Answer

  Date: 21/12/2023

  
  
  Complaint: ********
  
  
  
  I appreciate your prompt response, but I am rejecting this response because:
  
  Regarding your statement that neither you nor your website has engaged in any misleading practices, I've attached screenshots of the website, and the prominently advertised low price guarantee lacks a footnote or any indication that Marketplace products are excluded.  This omission makes it challenging for customers to discover this crucial information when making a purchase.

  While it is true that the product listing identifies it as a Marketplace product, similar to the low price guarantee, this information required extensive searching within the website. Unfortunately, I only became aware of this policy exclusion after completing the purchase. There were no conspicuous indications during the checkout process.

  The screenshots of my communication with the Marketplace seller you shared illustrates my frustration. Despite an exhaustive discussion to achieve the $50 refund, the seller refused to refund the taxes on the $50. This departure from the customary refund practice added to my dismay. Seeking mediation, I contacted Best Buy, but my concerns were dismissed, and I never received any follow-up (transcript attached).

  The entire ordeal has been both tiresome and exasperating, prompting me to turn to the BBB as a last resort. Initially, I was hopeful when Best Buy suggested a full refund in their response (highlighted in the attachment). Unfortunately, that resolution was not honoured. 

  Considering the price difference(including tax) and deducting the refund from the seller:
  506.24 - 372.88 - 50.85 = $82.51

  Hence, the minimum resolution I am wil***g to accept is a credit of $82.51 back to my card.
  

  Thank you for your attention to this matter. I hope Best Buy able to prioritize what's fair and just for its customers.

  
  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 11/01/2024

  Hello ****
  

  Regrettably, it seems our proposed resolution has not met your expectations.
  
  It is essential to note that not all information can be displayed on the initial screen of a webpage to avoid overwhelming users. As a customer, the responsibility to gather pertinent details about a purchase rests with you. While we strive to provide comprehensive information, navigating through the page may be required.
  
  As previously mentioned, we maintain transparency in our dea***gs and do not engage in deceptive practices. Our commitment to honest communication remains steadfast. Given the circumstances, we must respectfully deny your claim, and we consider our compensation offer concluded.
  
  Thank you for your understanding.

  Customer Answer

  Date: 15/01/2024

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

  If I'm understanding correctly, Best Buy is saying that it is the fault of the consumer when crucial information, hidden pages deep, was missed. In addition, this response does not address the fact that they offered a full refund in their initial BBB response. 
  

  I have provided ample of evidence, and am still here trying to reach a fair and reasonable resolution. But if Best Buy is refusing to negotiate, then there's nothing I can do on my end.

  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 26/01/2024

  We kindly request your understanding that it is essential for individuals to take personal responsibility for reviewing and understanding the information provided on a webpage before making financial commitments. We recognize that the presentation of information on our webpage must strike a balance between clarity and simplicity, as excessive clutter can lead to confusion.

  It is important to note that all the necessary purchase information is readily available to the public. However, we cannot bear responsibility when customers overlook or misinterpret this information.

  Please understand that, from our end, we consider this case closed, and we are not currently offering any further resolutions.

  Customer Answer

  Date: 06/02/2024

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

  Best Buy has offered no resolution. I will accept that I will not be getting a resolution from them despite my attempts, but I am not satisfied with the effort and response they’ve put in this case. 
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:14/12/2023

  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.

  -Date of the transaction: Nov 18, 2023
  
  -The amount of payment: $804.80
  
  -What the business committed to provide: The BestBuy store on 380 Conventry Rd, Ottawa should send a delivery to pick up the defective item and deliver a replacement(new).
  
  -What the nature of the dispute is: I bought a 65" TV at BestBuy 380 Coventry Rd, Ottawa, ON. Since it was a bulky item, I asked for delivery and I received the TV on Nov 24. The TV was damaged, and I called the customer service next day for an exchange. BestBuy Canada customer service told me over the phone and "in writing" that they will send a delivery to pick up the defective item and deliver the replacement item. The store refused to send a delivery even though they have the TV in stock in their store.
  
  -Whether or not the business has tried to resolve the problem: I was told that I'll receive a call from the store manager, but I haven't received a call.
  
  -Order number: There's no order number since it's an in-store purchase. There's a case number opened by Bestbuy customer service: #***************

  Business Response

  Date: 15/12/2023

  Hi *****,

  I am Christophe a Senior Customer Care Associate and I am contacting you to let you know that we are looking into this situation with the store. 

  The item is not available for delivery as it is not in stock in our warehouse. We will let you know the outcome as soon as possible.

  Thank you for your patience,

  Christophe

  Senior Customer Care Associate,
  Best Buy Canada Ltd.
  425 West 6th Avenue,
  Vancouver, BC, V5Y 1L3| **************

  Customer Answer

  Date: 19/12/2023

  
  
  Better Business Bureau:
  
  
  
  I went to the store and resolved this issue with the store. The store agreed to deliver.
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:13/12/2023

  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.

  Hi
  This is to bring it to your attention to the fact that i had recently purchased 3 items from bestbuy but only received 2 items .So i contacted bestbuy regarding it and i was told by the agent that sometimes the carrier shows delivered but its not so asked me to wait for 2 more days which i did but it never got delivered.So i contacted again and i was given the option for refund or replacement and i chose the option for refund.After that i was told that it would be refunded in 10 business days after the investigation is completed which he didn’t tell me initially about the investigation as he was offering me refund rightway.Anyway i kept my patience and cooperated in everyway and the case was escalated on 26th November 2023 .So i contacted again om 5th December and i was assured repeatedly that i would be refunded by 8th December and an email confirmation would be sent out as it seems to have been lost in transit as admitted by the agent on the chat.But unfortunately i wasnt and then i contacted on the 8th and i was told that the investigation is in last stage and i would be refunded by 11th December and still it wasn’t.So I contacted on the 12 December finally to ask them and they told me to wait for another 3-5 business days which is not only ridiculous and unprofessional but also against their customer satisfaction policy rules as they are obligated to provide a resolution in 10 business days which they failed to .
  
  It has been 17 days in total since it was first escalated.I will be providing all the case ids below and i also have all the chat transcripts and screenshots of all the conversations i had regarding it.
  
  Order -**********
  
  Case ********,
  Case ********
  Case ********.
  Case ********,
  Case ********
  
  .i need refund 289.99 plus taxesof the missing item which was airpods pro .If you need chat transcripts of your agent who promised me regarding the refund which should have been processed please let me know .I would happily provide that.
  
  Regards

  Business Response

  Date: 15/12/2023

  Hello ******,
  
  As per our email conversation, I can confirm that a refund for the full amount of your order has been processed back to your method of payment.

  Please allow 3-5 business days for the credit to appear on your statement.

  
  Thank you,
  Masood
  Best Buy

  Customer Answer

  Date: 15/12/2023

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

• Initial Complaint

  Date:13/12/2023

  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 purchased *** *** 24 as a Christmas present for my son from Best Buy on November 20th. Order # **********. On December 8th I received another notification that my item had been delivered. On December 9th I received a receipt for a refund. I tried to phone the customer service line and it gave me an error and wouldnt let me call. So I used live chat. They said that the item was returned because Puralator doesnt deliver to PO Boxes although I was never informed of this. And again, the email I received said it was delivered. I asked them to re-send it to my street address and they said they cant. Then they said to re-order it but I told them I cant because its sold out online. So they said to just watch for it to become available again. I got it for a Christmas present. I cant just wait for it to become available again.

  Business Response

  Date: 14/12/2023

  Hi ****,
  
  We are reaching out to follow up on your previous order and BBB case.
  
  We're sorry that your order was unable to be delivered to your PO box, the majority of delivery carriers do not have access to such addresses and are unable to deliver to them.
  
  When it comes to making future online purchases we highly recommend making the delivery location a civil address to avoid this situation in the future.
  
  Our apologies if this information was not made clear, I am glad to see that you were refunded for your purchase.
  
  Our apologies that *** 24 for your console is no longer available for purchase at this time.
  
  As a one-time good will gesture, we would like to offer you a 10% discount up to $100 on your next order. To claim this discount, please call or chat with us and provide the order number ********** as a reference. Please note that this offer cannot be applied on Marketplace orders, Apple products, services and gift card purchase.
  
  If you are able to purchase a copy of *** 24 please let us know and we will also apply a $5 credit to that specific order. All you will need to do is share your new order number once the order has been placed.
  
  Thank you for your patience and business,
  
  
  The Best Buy Team

  Customer Answer

  Date: 14/12/2023

  
  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.
  However, the company should make sure that a person is not able to submit a post office box as an address if it isnt an option. This should not be the responsibility of the buyer as I have no idea what method of delivery a company uses. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  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.

  Best Buy cancelled my online order which i paid for, in part, with gift cards (~$286). Until now Best Buy haven't refunded the money back to my gift cards.
  After Best Buy cancelled my order I bought the same item i was looking for from another Best Buy store and i paid for it with my credit card. Best Buy customer service associate in the store told me that i can change the method of payment from credit card to gift card within 30 days from the purchase. But again, until now the money hasn't been refunded despite my numerous follow-ups with Best Buy customer support.

  Business Response

  Date: 12/12/2023

  Hi *****,
  
  We hope this email finds you well. First and foremost, we would like to express our sincerest apologies for the hassle and inconvenience you have experienced with your gift cards. We understand that this situation has caused frustration and inconvenience, and we want to assure you that we are working diligently to resolve it.
  We have immediately contacted our dedicated gift cards team upon receiving your complaint, and they are currently in the process of reloading your gift cards as per your request. Once this process is complete, we will promptly notify you via email, allowing you to return to the store and have the credit card refund processed, as promised.
  We understand how important it is to have a seamless and trouble-free shopping experience, and we deeply regret any inconvenience caused. Rest assured, we are committed to rectifying this issue promptly and ensuring that you receive the full value of your gift cards.
  We appreciate your patience and understanding throughout this process. Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you every step of the way.

  Thank you for your continued support and loyalty. We genuinely value your business and look forward to serving you better in the future.
  Houda
  The Best Buy Team

  Customer Answer

  Date: 14/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I've been hearing similar answers for the past 3 weeks, but I'm yet to receive the refund! This response is just another open-ended answer with no firm ETA as to when the refund will be processed. For Best Buy to refund the money to the original gift cards or to issue new gift cards for the required amount shouldn't be rocket science that requires more than 3 weeks to complete!
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 15/12/2023

  Hi *****,
  We hope this email finds you well.
  
  We are pleased to inform you that we have successfully processed a replacement gift card for you. As a gesture of good faith and to make up for any inconvenience caused, we have loaded the new gift card with a balance of $350, which is significantly higher than the original balance of $285.83. We hope that this extra value will help make things better for you.
  
  The replacement gift card should be in your email inbox *****.y.*********@gmail.com within the next business day or two.
  The e-gift card can be redeemed at any of our stores or online. Please note that the original gift card has been deactivated and will no longer be functional.
  
  Once again, we apologize for any inconvenience you may have experienced, and we truly appreciate your patience and understanding throughout this process. We value your patronage and want to ensure that you have a positive experience with our products and services.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you in any way we can.
  
  Thank you for your continued support, and we look forward to serving you again in the future.
  
  
  Houda
  
  The Best Buy Team

  Customer Answer

  Date: 19/12/2023

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

• Initial Complaint

  Date:12/12/2023

  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.

  Incident #********
  Online Order #*********
  P.O. #*********
  Order Date: April 30, 2020
  I filed a warranty request on Nov 13/23 regarding my ********** Cooktop. A repairment was sent to my house and relayed information to Best Buy's Warranty department stating what needed to be repaired. The repair part needed apparently costs more than the cooktop itself. On Nov 27/23 (after hearing nothing from Best Buy) I checked the status of my warranty claim request online and it stated my claim was "closed". My son immediately called Best Buy's Warranty department and the gentleman that answered the call told him that the claim had been escalated and that I'd be receiving a replacement cooktop and a store would be calling me to arrange pick-up once it was in stock. Another 2 weeks went by and I still hadn't heard anything from Best Buy. On Dec 8/23 I called Best Buy's Warranty department and spoke to Maria. Maria told me that a store credit was being issued for the amount of $460 and that someone at the store level would be contacting me within 3 to 5 business days. I explained to Maria that the amount of $460 is less than what I originally paid for my cooktop and less than the price of a new cooktop. Best Buy's extended warranty info on their website states "we fix it or replace it". I says nowhere that a small amount of money will be given towards the purchase of a replacement item. This information was ignored, and today on Dec 12/23 I received a call from someone at the Best Buy on Stone Church Road in Hamilton Ontario informing me that my store credit of $460 was ready to be used toward the purchase of a new "replacement" cooktop.
  
  When a website states "we fix it or replace it" I expect that to happen. I don't expect to be out of pocket hundreds of dollars to make up the difference. Please see this link to Best Buy Canada's warranty information : ***************************************************************************** ******* ******* *******

  Business Response

  Date: 15/12/2023

  Hello,
  
  
  I hope this email finds you well. We sincerely apologize for the inconvenience and frustration you've experienced with the warranty claim for your ********** Cooktop.
  
  
  Please be assured that we are working diligently to address these issues and will provide you with a comprehensive update as soon as possible. Your satisfaction is our priority, and we appreciate your patience as we work to resolve this matter to your satisfaction.
  
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding.
  
  
  Best Regards,
  
  Customer Experience
  Best Buy Canada Ltd. BestBuy.ca
  **************************
  
  
  
  
  
  
  

  Customer Answer

  Date: 18/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because all it says is "** **** *** ********** ***** ******* ** **** ****" which means my issue has no resolution yet.  I understand we're getting closer to the holidays and I appreciate your efforts, however the BBB gave me only two options regarding your response.  One being to accept your resolution (which was not a resolution) and close the case, or the other being to reject the "offer".  I'm patiently awaiting a resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 20/12/2023

  Hello,
  
  I hope this message finds you well. We sincerely apologize for any inconvenience caused during the resolution process for Incident #********, involving your warranty claim for your ********** Cooktop.
  
  Upon reviewing the matter, we acknowledge the discrepancy in the store credit amount offered. The correct store credit amount is $753.258, and we have promptly rectified the error. The incorrect amount has been canceled, and we assure you that the correct amount will be processed today.
  
  We appreciate your understanding and patience in this matter. If you have any further concerns or queries, please feel free to reach out to us. Your satisfaction is our top priority, and we are committed to ensuring a swift and satisfactory resolution.
  
  Thank you for bringing this to our attention.
  
  Regards,

  Best Buy

  Customer Experience
  Best Buy Canada Ltd. BestBuy.ca
  **************************

  Customer Answer

  Date: 21/12/2023

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

• Initial Complaint

  Date:12/12/2023

  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 purchase of apple products and accessories on November 22, 2023 totally $1116.38. The items were shipped the next day, and remain in the ********* central hub as of November 24, 2023. After ten days, I called BestBuy to report the items as lost in transit. The associate I spoke to put in a claim and told me I would receive a refund within 4-5 business days. So with that information I went ahead and Re bought all the items that were lost in transit. I called BestBuy last night, December 10, 2023 as it has been 4 business days and I have not received my refund, to which I was told I would only receive my refund once the claim has been resolved. I expressed that is not what I was initially told and requested to speak to a supervisor, I spent 30 minutes waiting to speak to a supervisor and there were none available. The associate I spoke to last night said the supervisor would be unable to issue the refund either as the claim was not resolved. In my opinion I was given misleading information and do not understand the need for my refund to be withheld, they have the ********* tracking information which clearly shows the item never leaving the central hub or being received at my address as the items require a signature. I require a refund immediately.

  Business Response

  Date: 12/12/2023

  Hi ********,
  
  We're writing to inform you that we have performed a full refund for your order, # **********. Please allow 3-5 business days for the credit to appear on your statement.
  
  If you still want these items, please place a new online order for them. If the price has increased since you placed your original order, please reply to this email with your new order number. Once your new order is shipped and invoiced, we will manually discount your new order and refund your method of payment in the value of the discount plus taxes. 
  
  Thank you very much for your time and business,
  
  The Best Buy Team

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:12/12/2023

  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 purchased a mouse in Bestbuy on Nov 18, today is Dec 11, the mouse is not arrived yet. I contacted bestbuy first on Dec 1st, they told me to contact shipping company since they have trouble about getting to my address. I tried to reach shipping company, they don't respond to me at all and they never brothered to call me regarding my order, ahh.I contacted bestbuy today at Dec 11, they say the order has been cancelled and the shipping company will get the product to bestbuy warehouse, only after that, they will issue me a refund. Why I should wait for their shipping company to return the product to bestbuy in order for me to get a refund? It is between them who made the mistake and why my money should be held up.So I am here without the product and without money. **************** representative is not helpful at all, they can't reach shipping company, they can't change shipping address, they can't do refund, I almost felt sorry for them that they couldn't do anything, and with 3 weeks waiting, they kept telling me to wait PATIENTLY, it just ****** me off. So when will be a time bestbuy reflect on its operation rather than asking customer to wait PATIENTLY

  Business Response

  Date: 12/12/2023

  Dear Valuable Customer,

  We have received your concern regarding the missing refund of your order that was not delivered to you by the carrier team. We sincerely apologize for this predicament and want to assure you that we will do our best to provide you with a resolution. One of our agents from the headquarters will reach out to you via email to work on your case. Kindly respond to the email that you will receive from our agent to rectify this issue. 

  Once again, we offer our deepest apologies for any inconvenience that this may have caused you and we appreciate your patience and understanding. 

  Regards,
  
  Customer Care Team
  **********************

   

   

  Customer Answer

  Date: 31/01/2024

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

• Initial Complaint

  Date:11/12/2023

  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 the 21st of November 2023, I ordered two tvs, order number *********5. Best Buy offered free delivery as early as next day. Their policy is to not charge account until shipped. On the 23rd of November my account was charged $1956.01 the total for both tvs. On the 27th one tv was delivered by *********. Best Buy had split the order into two shipments. The TV that was delivered was tracking number ************. The undelivered was tracking number ************. The last update was dated 25th of November, manifest created, awaiting courier pickup. There has been no change to that. The TV has not been shipped. On multiple shipments, Best Buy policy is to charge separately per shipment.
  On the 30th of November I called customer service three times. The first time was early morning. They took all the details, advised me to hold while they checked order. After holding for five minutes the line went to dial tone. I waited for a couple of hours for a call back but when no call came I called and gave all the information again. I asked for a delivery date and advised customer service the store in Barrie had stock and I was willing to pick up. I asked for a refund if they did not agree. I was advised that was all a reasonable request. They would call the Barrie store and make arrangements. I was to wait for a call from the store. When the call did not come, after dinner I called customer service again. I relayed all information for a third time. This rep was not agreeing with any of my requests. On December 4th I attended the store in Barrie and relayed all this information to their customer service. There was still stock in Orillia and I was willing to drive there for pick up. They tried to facilitate but were advised by Best Buy customer service to initiate a lost report. They complied with report ******** being generated. I made it known this was not right as I was out the money and they were not willing to ship a tv or let me pick up. This was against Best Buy policy.

  Business Response

  Date: 16/12/2023

  Dear Valuable Customer,

  We sincerely apologize for the inconvenience that you had to incur regarding your case with us. Please note that someone from our headquarters will be reaching out to you to provide you with a resolution to your case. Kindly respond to the email that you will receive from our agent as they will be handling your case. 

  Regards,
  
  Customer Care Team
  Best Buy Canada Ltd.
  
  

   

  Customer Answer

  Date: 19/12/2023

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