Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
The BBB of Mainland BC handles all complaints for Best Buy and Future Shop nationally. This report reflects customer experiences for all of Canada.

Complaints

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

Customer Complaints Summary

689 total complaints in the last 3 years.
154 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/12/2024
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.
To whom this concern,For about a month now I have been taken for a loop with best buy I bought a TV and purchased their top warranty in the event of TV malfunction or failure. At the moment the TV has more than 12 dead pixels (growing by the month), Interface is super slow at times (sometimes having to unplug the TV), and Bluetooth audio cuts out. Under the warranty, a technician is to come to my home to inspect the TV. The first attempt to have geek squad view the TV they decided to call instead. This resulted in an over the phone diagnosis, which at the time I wasn't aware that's what was going on. Once I realized that I asked when they were coming by. I was tricked and told the TV didn't show enough dead pixels (they asked for pictures of the issues). This resulted in them saying there were only 2 dead pixels without seeing the TV, meaning no warranty was needed. I contacted best buy to find out the information above (Warrenty was not happening), then tried to make a complaint and have someone else from geek squad see the TV as the previous was 3rd party. They said ok and canceled the other ticket but never created a new one. I noticed this so went only immediately and created a new warranty ticket online. About a week later I get a call and it's the same 3rd party company that handled my last claim, but this time they knew to come over. Booked a time then they canceled day before. They say they would call back. Days later in the evening leaving a message. Didn't have time to listen, have family with kids. The next day I get a call saying is it ok if they show up in a few hours. I say no and ask to reschedule, they say Dec3 1130 tentative and will confirm. It's now Dec2 1645 no call. Earlier today I called Best Buy headquarters to speak to a manager. the operator refused to let me speak to one. Saying they will just say the same thing that it needs to be escalated first. Disregarding my first attempt to escalate the first time I complained mid-month.
Business Response
Date: 04/12/2024
Dear Valuable Customer,
We are reaching out to you regarding your complaint about facing technical issues with the TV that you purchased from us. Please note that we are more than happy to resolve this issue for you. We request you kindly respond to the email that you will receive shortly from our customer service agent, as they will help you in providing a satisfactory resolution to your complaint.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 07/12/2024

Complaint: 22629167

I am rejecting this response because: The email was vague, It asked for an "order number", this complaint has nothing to do with an order. It is over best buys execution of a warranty claim or more aptly their lack of execution. Also, the last time I communicated with best Buy they said it was my fault for the technician not showing up. This is an out right lie: Wednesday Dec 4th 11:57am lasting 31m. I don't trust in Best buys ability to handle my complaint at its current engagement level.

Sincerely,

****** ****
Business Response
Date: 09/12/2024
Dear Valuable Customer,
We have noticed that you did not respond to our agent email. Kindly cooperate and provide the necessary information so that our agent can assist you in resolving this issue swiftly.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 13/12/2024

Complaint: 22629167

I am rejecting this response because: This is not an order, it is a warranty claim. Can I have clarification on what information is required for my warranty claim?

Sincerely,

****** ****
Business Response
Date: 14/12/2024
Dear Valuable Customer,
We have noticed that you have rejected our previous response. Please note that your request for the service of your TV has been taken care of and is being assigned to ***** services. Our customer service agent will be providing their phone number so that you can contact them to learn the status of your service request claim. We suggest you please respond to our agent's email to resolve this issue promptly.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:03/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased all 4 major appliances(fridge, range, dishwasher, microwave) from Best Buy Metrotown - *******************************. I spent over $7,200. Sales Associate ***** in store confirmed that the dishwasher is panel ready. Upon delivery, my contractor doing the kitchen reno confirmed that this dishwasher is not panel ready. Best Buy and ***** cannot offer an alternative for me in a reasonable time and won't give me a full refund. Dishwasher is now an open box, but was never installed(brand new). I wanted to confirm with delivery guys that there is no scratch(that's all). I just want a refund as some other stores have the panel ready dishwasher that I want available for right away.
Business Response
Date: 06/12/2024
I truly appreciate the time youve taken to bring this to our attention and deeply regret any inconvenience caused by this situation.

After reviewing your case, I noticed that a refund for the dishwasher and the associated protection plan was processed in-store on December 4th. It seems the matter has already been resolved during your visit to the store, but I wanted to confirm this with you directly to ensure everything was handled to your satisfaction.

If there is anything further we can assist you with or if you have additional concerns, please do not hesitate to let us know.
Customer Answer
Date: 06/12/2024

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:03/12/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a product 5 times yesterday and the order kept being cancelled.First bestbuy said problem with my credit card. I called the credit card company and did a linked call and the credit card company verified that no problem with the card.Then bestbuy said it was a problem with my address. Even though it was correct online, I reentered the address and Bestbuy verified that my billing address was correct. I was asked to place the order again and again received cancellation that order cancelled.I wasted 12 hours of my day today dealing with this issue which has been ongoing since last summer. It is only Bestbuy that I have this problem with. I use the same credit card with the same billing address and delivery address with no problems.Very poor customer service. Made worse by having to speak with people in different countries on every call.Finally spoke with someone in Canada this morning who gave the only purchase option to purchase in store. There is no store where I live. Bestbuy assured me last summer that the issue was resolved. Please let your billing department resolve this problem immediately so I can receive my order.
Business Response
Date: 04/12/2024
Dear Valuable Customer,
We have received your concern about your order being repetitively cancelled. We sincerely apologize for this nuisance and wanted to assure you that we have assigned your case to one of our customer service agents who will be contacting you today to acquire more information and to rectify this issue for you. We request you to please respond to the email that you will receive shortly from our agent so that they can action your case and provide you with a resolution.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 04/12/2024

Complaint: 22624245

I am rejecting this response because this is the kind of lip service received from Best Buy.
This issue has been ongoing since last summer and I was assured that it had been resolved.
So far the only options given to me on complaints on social media was to go into a physical store even though there is none where I live, I don't drive, and there is no public to the locations given as options.
This supposed step is only being proposed because the BBB has been contacted.
I appreciate the response but when I have evidence that the issue has been resolved then i will accept that they have taken action.
Sincerely,

******** *****
Business Response
Date: 06/12/2024
Dear Valuable Customer,
We are unsure why you have rejected the response when our agent had already reached out to the IT team and had the issue resolved for you. In your latest correspondence with our agent, you mentioned that you will be placing a new order from us to see if any obstacles/flags have been removed from your account. Therefore, we suggest you please try placing a new order so that you can have the assurance that the issue has been rectified. For any further assistance, please feel free to respond to the email thread with our customer service agent, as they will be more than happy to assist you.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 07/12/2024

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.
Finally they have resolved the issue and I was able to purchase an item with no problems.
Good customer service would have been to resolve this problem without BBB involvement, which your company had refused to do.
Improve your customer service.
******** *****
Initial Complaint
Date:03/12/2024
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 placed an order on November 19/24 for a headset in the total amount of $91.50. The order states 'Delivery arrives as early as November 25, 2024'. I need the headset for work from home as my current one is not working. I have been allowed to work on alternative admin work since but with the Canada Post strike, our phone communication has increased from about 1500 calls a day to close to 4000. My boss was patient while I ordered this headset but is not happy it is taking so long and may order back into the office, increasing costs to me. I have received no communication from Best Buy about the delay; I have engaged communications 4 times on my own accord over the last 10 days including two escalations. No one will tell me why there is a delay, when this will ship out and they advise I can only cancel the order once I receive the product. But there has not been a time frame provided to me beyond the above statement indicating it could be days, weeks or even months. I have not been charged yet; they tell me the 'cancel button' is 'greyed' out for them. I simply want the headset and to be charged by no later than December 6, 2024 or to have the order canceled immediately. I have found the headset on ****** for a cheaper price and they are excellent about communications. Best Buy has maintained they will match the price but only when I have the headset. Can someone kindly review and assist. I have not received an email saying it was shipped yet. The FAQ's say: FAQs Q: Can I cancel or edit my order?A: As long as your order has not been shipped or scheduled for delivery, you can cancel or edit your order. Learn how to cancel and edit your order.
Business Response
Date: 03/12/2024
I sincerely apologize for the frustration and inconvenience this delay has caused, especially considering how urgently you needed this item for your work. I completely understand how stressful this situation has been for you, and I truly regret that we did not meet your expectations.
Unfortunately, your order became a backorder for the vendor, which caused the unexpected delay. I realize how disappointing this must be, especially given the importance of the headset for your job.
To resolve this for you as quickly as possible, we have canceled your order. Since no charge was processed, you will not see any payment reflected on your account.
We deeply appreciate your patience and understanding throughout this situation. If there is anything else I can do to assist or if you would like help finding a similar item, please do not hesitate to reach out.
Thank you for giving us the opportunity to address this issue, and we hope to provide a much better experience in the future.
Customer Answer
Date: 04/12/2024

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:03/12/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a TV online on Oct 25 Attempted to cancel order on Oct 26, told it was already processed, just refuse delivery Order processed and actually shipped on Oct 28 Oct 29 - partial order attempted delivery, refused (This has been processed and refunded properly)Oct 30 - partial order (TV) attempted delivery, refused (This is the basis of my complaint)Multiple attempted through chat to find out status of my TV return/refund, told multiple times it was refused and they are waiting for it to be returned Multiple escalation attempts, calls, keep getting tickets but no resolution One ticket says it's returned but waiting for store to refund Next day another ticket, it hasn't been returned and contacting Purolator Turns out my delivery was refused and is now lost. ********* has contacted me to confirm my refusal and has started a process to figure out where it is.Multiple replies I've sent to my ticket asking for an update, status or why my return hasn't been refunded at this point. This is an issue between bestbuy and purolator. No response, no customer service, no acknowledgement, nothing Bestbuy should process my return and deal with *********, I have no relationship with ********* or means to address this issue with them, I did what I was advised to do by bestbuy and Refused the delivery
Business Response
Date: 06/12/2024
Hello ******,

Thank you for your emails and for sharing your experience to the Better Business Bureau. We have received *********'s investigation results to confirm that they are unable to locate the shipment. I do sincerely apologize that it took longer than expected to complete the investigation and get back to you.

As the package is confirmed to be lost by the courier, we have gone ahead with a refund of the ******** 55" 4K ******************************* (QN55QN85DBFXZC) *****- Graphite Black" to your original method of payment. The amount of $1468.99 has been issued to your Fairstone, though I recommend allowing up to 3 business days if you do not yet see the amount in your Fairstone account. Please refer to the attached and the refund receipt sent to you as a separate email.

As a customer service gesture for the delay and inconveniences, we will honour a 10% off up to a maximum of $100 (Excluding gift cards, Geek Squad services, Marketplace items, *****, Bosch, Miele Products, or Bundled items) on your next online order. To apply the discount, please contact our call center at ************** and reference case ******** or order# 1019772976.

Please do not hesitate to let me know if there is anything else that I may assist with.

Thanks for your patience and for shopping with us. Have a good rest of the day!

Kind regards,

Queenie
The Best Buy Team
Initial Complaint
Date:28/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I purchased a computer on November 22, 2024 for my daughter. The total amount was $1186.49. The purchase was made online using my TD Debit card.On November 22, 2024, there was charge in the amount of $1186.49 Later that evening when the item was shipped, there was another charge in the amount of $1186.49 (the payment is showing as November 25 as that was the next business day)My Best Buy online account is showing that the total amount charged for this transaction is $2,372.98 I have called twice and reached out via chat and have been told that the first charge 'did not go through' and it was 'a hold'. However, in speaking with my bank, those funds DID INFACT get withdrawn from my bank. I was told three times by Best Buy online customer support that this is common practice that the funds would 'fall off' within 5 business days. I have not yet received the refund. If this is the process that Best Buy uses (to double charge and then refund) this is a problematic process. I did not provide authorization for Best Buy to charge my account $2372.98. They only had authorization for $1186.49. I need the following solutions:I need to be credited the amount of $1186.49 immediately as this was the amount overcharged.Best Buy needs to examine their online billing system to stop this from happening again.Thank you for your help in investigating this issue
Business Response
Date: 29/11/2024
Hi ****,

We have received your case regarding a double charge on your account for your purchase.

I have taken a look and cannot see that a duplicate charge was placed on our end.

What you may have seen on your account is a pre-authorization hold. This is a hold on your credit card to ensure that there are enough funds for the charge to be processed once it's been authorized. This pre-authorization hold will normally disappear 3-5 business days after the order has been placed. I do that you wait until Monday December 2, 2024 for the full 5 business days to pass.

If you still see the pre-authorization charge on your account after this time frame, please speak with your banking institution or credit card provider to have this removed as no charge was processed on our end.

If you have any questions or concerns, please don't hesitate to reach out by responding to this email.

Thanks,

The Best Buy Team
Initial Complaint
Date:27/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I needed Best Buy help to transfer all my information from an older IPad to a new one. I was told that they would do but I needed to buy their membership for a year and I did-This one year should have end it on July 14 of this year-this past October I was checking my credit card and their was a charge of $22.59 from Best Buy-I went back to July, August,September as well as October and yes there was a charge of $22.59 for each month-please note that I have sent them 2 emails, one dated October 21 2024 and one October 29 2024- no reply to date.Since a month went by , since my last email, they have now charged my credit card for another month. I want them to refund me 5 months @ $22.59 for a total of $112.59 and to close the membership.Membership * ***-53-3673-071423 Val * ****-7326-2317-1862
Business Response
Date: 02/12/2024
Hi ****,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

Please note, our Best Buy Membership is auto renewed every year and it is the customer's responsibility to reach out for the cancellation. I truly do want to apologize if there was any miscommunication or misunderstanding at the time of your purchase.

I have spoken with our Membership and Protection Support Team and they have processed the cancellation for your Best Buy Membership. Unfortunately, the team has advised that they do not see any record of you reaching out to them with your cancellation request thus we are unable to process the refund for the last 5 months. I can see that you had been previously directed to the self service portal for your cancellation request as well.

If you have any questions or concerns, please don't hesitate to reach out.

Thanks

The Best Buy Team
Customer Answer
Date: 10/12/2024

Complaint: 22613404

I am rejecting this response because: On july 14 2023 when I paid for the first month of the membership , the only paper I received that talk about the rules of the membership, was the cash register receipt that quotes: You understand and agree that this Best Buy Membership Plan can be cancelled any time within the first 30 days for a full refund of any payment made, less the cost of the services received unless prohibited by law.If I do not cancel within the first 30days, I am responsible for paying a service recovery fee for the remaining unpaid total for the year, equivalent to a full 12 months of service (except where prohibited by law)--In all fait I purchased the membership in order for a " GEEK "in that store, to transfer all info from an old iPad to a new one--to do this I agree to pay a full year membership of $ $271,08, quite a price for only that service!!!!! I did agree to pay that amount but in all honesty I believe they took advantage of me, I am an 80 year old person -- Best Buy send me a partial refund for the month of November 0f $13,55 I am still expecting a refund of $99,04 ( $112,59 minus $13,55 ).

Sincerely,

**** *****
Business Response
Date: 13/12/2024
Hi ****,

Thank you for your response!

I do want to offer you our sincerest apologies.

As per our last email, we have already spoken with our Membership and Protection Support Team to cancel your Best Buy Membership, however, they have advised the membership has already been cancelled and that no refund will be offered for the last 5 months as you are requesting.

If there is anything further I can assist you with, I will do my best to help.

Thanks,

The Best Buy Team
Customer Answer
Date: 13/12/2024

Complaint: 22613404

I am rejecting this response because: I work 55 years in retail, the last 30 years in management--Through out the time we were instructed that a complaint was a gift and customers were kings and queens--I do realize that with the event of technology we don't speak to people any longer it is all done via computer, very sad!!-The only thought left is that I will via word to mouth pass on the bad experience that I have encounter doing business with Best Buy.

My many thanks for the help I received to Better Business Bureau.

Sincerely,

**** *****
Initial Complaint
Date:27/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 11th made an online order on Best Buy Canada and when received the item first the seal was broken so decided to return the item. I ordered a gaming console with a Best Buy protection plan which I am Best Buy member, paying 20 per month. Last week received the refund on the item but didn't refund the warranty. I spoke to multiple agents and they don't worry about getting money back. It's Nov 27th no refund on the warranty. I called on the phone and chatted and the agent just transferred to different departments and then did not help out. Now they have my money for a product that I returned already and should be paying a protection plan with no product attached to it.
Business Response
Date: 02/12/2024
Hi Kunal,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

In order for us to take a further look at your claim, we will require you to provide us with your online order number or a copy of your purchase receipt as I don't see this attached to your response.

Please provide this information to us in your response and I will look into this as soon as I can.

Thanks,

The Best Buy Team
Initial Complaint
Date:26/11/2024
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.
On November 14, 2024, I purchased a washer and dryer from Best Buys website, which included installation service. The order number is **********. The appliances were delivered on November 23, 2024. However, the delivery personnel said they couldnt install them due to missing parts, even though I had purchased all the required parts according to Best Buys website. I then asked the delivery team to take the washer and dryer back. They threatened that if I didnt accept the delivery, it could take over 20 days for the next delivery attempt. They also misled me by saying that once I bought the additional parts, their technician could install everything in just five minutes. However, when I called Best Buy to schedule the installation, their customer service representative told me they couldnt confirm an installation date.
Business Response
Date: 28/11/2024
Hi Junxiong,

Thank you for your recent purchase with Best Buy.

I apologize for the inconvenience caused by the delay in your installation and recycling service.

Your laundry center installation service and recycling have been rescheduled for November 28th. Our carrier will contact you on the day before to advise you the three-hour appointment time frame.

Please have your old units unplugged and/or all plumbing disconnected at the time of delivery to avoid any delays.

Don't hesitate to reply to this email if you have any questions or concerns.

Thanks,
Tasnuva
The Best Buy Team
Customer Answer
Date: 28/11/2024

Complaint: 22607831

I am rejecting this response because:
The Best Buy installation team came today (November 28, 2024). During todays visit, the installation team informed me that they could not proceed with the installation because they are not permitted to handle the vent outlet for the dryer in my apartment. However, during a previous visit, I was assured that purchasing the necessary items and scheduling another appointment would resolve the issue. These inconsistent statements from your team have caused unnecessary delays and frustration.

If Best Buy has a policy that prohibits the installation of washers and dryers in apartment buildings, I should have been informed at the time of purchase. This would have allowed me to make an informed decision and possibly purchase from an alternative retailer, such as ********** or ******, rather than spending weeks in futile attempts to resolve this issue.

I am extremely disappointed with the lack of professionalism and clear communication. I expect a prompt resolution to this matter.

Sincerely,

******** ****
Business Response
Date: 29/11/2024
We are currently collaborating with our logistics team to investigate the issue with the carrier. Our goal is to determine the cause of the delay in the installation process. Once we have identified the problem, we will either facilitate the completion of the installation or, if that is not possible, proceed with a return or refund.
Initial Complaint
Date:25/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nov 12, I ordered an IPhone on BestBuy Canada, it never arrives, and never had any delivery status update, I contacted their ***************** they didnt give me any meaningful answer, except nonsense buzzwords like wait for the strike resolved my package will arrive after this or they cant solve this after package handling to post Canada. I filled my complaint on BBB later, they claims they will assign an customer service agent to solve this, I believed it and accepted, but no, it was a fraud, they still answer me with same nonsense words: we will not be able to provide a replacement or refund as there is no guarantee delivery can be halted prior to this delivery so you may return the item once delivered within that period if a new device has been otherwise purchased and *********** requesting BBBs help for a refund or reshipment my IPhone 15 ProMax 512G. Holding my money for an undefijntaly long times without handling me anything violates my rights.
Business Response
Date: 26/11/2024
Dear Valuable Customer,
We are very sorry for the inconvenience that you are currently facing regarding the shipping status of your order. However, kindly understand that your order is with Canada Post now, and due to their national strike, we do not have any transparency about the shipping status of your order. We suggest you please wait till their strike is over and your order will be delivered to you soon.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 26/11/2024

Complaint: 22603565

I am rejecting this response because:
Hello, as a consumer, the post Canada strike is NOT my concern. I submitted my order on Best Buy's based on the price shown and EST delivery before November 19th when I placed the order. And Today is Nov 26th, my package never arrives, I dont accept such fraud excuse. I want reshipment, if you cant do a reshipment, please refund

Sincerely,

Ziyang Xia
Business Response
Date: 28/11/2024
Dear Valuable Customer,
Thank you for your response, and we understand your mounting concern regarding the delivery of your order. Please note that we will do our best to get this item delivered to you once the strike is over. We were unaware of these unfortunate and unprecedented scenarios, which is the reason why your package was dispatched via Canada Post. We suggest you kindly wait for this strike to over, as you will receive your product promptly. As a gesture of good will, we can offer you a $50 e-gift card from Best Buy. We hope that you will accept this token of appreciation from us for your patience and understanding.
Kindly wait for this strike to get over and we assure you that you will receive your package.
Regards,
Customer Care Team
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Best Buy Canada Ltd. is NOT a BBB Accredited Business.