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

688 total complaints in the last 3 years.
158 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:17/07/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing this to express my complaint regarding the Best Buy membership service I enrolled in when purchasing a computer in April. At that time, the salesperson recommended a one-year membership, but today, when I contacted customer service to cancel the membership, I was informed that there is a Service Recovery Fee of up to ****** CAD for early cancellation. However, I was not informed about this fee when I joined the membership, even if I no longer use their services.Furthermore, I have come to understand that the membership automatically renews after one year. However, today's customer service representative informed me that it is not possible to cancel the automatic renewal, and they only send an email notification without any SMS or phone notification. This practice makes me feel deceived. If the salesperson had clearly informed me of this cancellation process (as no documentation regarding the membership terms was shown to me at the time), I would never have joined the membership.Therefore, I request an immediate cancellation of my membership without the need to pay the so-called Service Recovery Fee. I believe this is an unfair requirement as I was not adequately informed about this fee when joining, and the setup of automatic renewal was not properly communicated.I hope you can resolve this issue promptly and ensure that my membership is canceled without any additional charges. I have always held a positive impression of Best Buy's services, and I hope this complaint can be resolved reasonably to maintain our good relationship.
Business Response
Date: 18/07/2023
Hello **** *************,

I understand you are confused about the Service Recovery Fee regarding your service plan. I would be happy to clarify this for you. This fee is not a cancellation fee, it is a fee to recover costs for services we have already provided to you and broken up over the year term. For example, at the time of purchase we provided a data transfer, computer set up, and anti-virus. This set up has a value of 150$ before tax if you purchased it by itself.

****************************************************************************************************************************************
This is a great plan with many benefits you can take advantage of. You can get many paid service for free or at lower cost over the year such as free round-the clock tech support or 20% off hardware repair. The warranty alone would cost as much. If you cancel the plan and have an issue with your computer the cost will be much greater then that which you are paying over the year. For example, the set up you already received would cost the majority of the total membership fee for the year. I believe would be to your advantage to continue the plan for the year and continue to receive these great benefits at a very reduced cost.

We offer the opportunity to read the terms and conditions when you signed up for the plan. In those terms and conditions the Service Recover Fee is mentioned and explained. We do apologize if the store associate didn't review it in full with you. You can read the terms you agreed to and signed for here -
********************************************************************************************************************************

When it comes to the plan renewal at the end of the year term, we currently cannot disable this feature. That being said, we will send you an email notifying you that your term is almost up. At that time, you can call the number provided to cancel the plan.

We hope this email helps you understand why we have the Service Recovery Fee in place when customers request to cancel the membership prior to the full 12 months term.

Thank you

*****

Customer Answer
Date: 19/07/2023

Complaint: ********

I am rejecting this response because:
1. The fee is an unfair requirement as I was not adequately informed about this fee when joining, the apologize can not solve issue. Just like, you can't hurt someone and say sorry without any result.
2. The setup of automatic renewal was not properly communicated. You will just send a email, no call no ************* is normal for people miss an email.
I felt angry with your attitude. You know you have not show me the file clearly, what the meaning I checked the online file now?
And the response to the renewal is nonsense. You still take default people will renew it.
BTW if a plan is good depends on the feeling of the customer, not the words from seller.

Sincerely,

******** **
Business Response
Date: 21/07/2023
Hello, as a one time exception we will waive the fee and cancel your subscription. You will need to go back to the store to have this taken care of. Can you please let me know which store you purchased this at so I can let them know you are coming in to do the return. Please note in the future that the contracts you agree to and sign for with us are legally binding and will have fees to cancel in the future.

Thank you,
*****
Customer Answer
Date: 21/07/2023

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.
* ****** *** ******** ** ************************************************************************* *** ****** *** ********** ******
Please let me know when and how to finish the cancellation.

Sincerely,

******** **
Initial Complaint
Date:17/07/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PLAN # ********* **** Gaming Laptop Serial # ************ Model # ********** Purchase Date: 09/10/2021 Purchase Price: $1949.00 Product SKU: ******** This plan was canceled on 09/27/2022. Above are the details. When I bought the **** Laptop, I had taken the protection plan with Geek Squad of Best Buy. Unknown to me, it states that the plan was canceled on the above mentioned date, which I am not aware of how it occured. When I asked them, they said I phoned and canceled the service, which is impossible as I would not cancel for such an expensive laptop.It has been months now back and forth trying to get this resolved. I even have a reference number #********. I have asked them to re-instate the protection as I did not do it, but they are still ignoring this fact. They mentioned they will check the recorded call, but yet to provide me with that info.It has been months that I am sitting with more than 2000$ brick laptop. I do not wish to pay the past dues, as my laptop has not been fixed. I would like to reinstate my protection plan at the earliest OR I could return the laptop for a full refund.Kindly help me in this matter to reach to an amicable resolution. Hoping to hear from you soon.
Business Response
Date: 17/07/2023
Hi *****,

We have received your case in regards to a complaint that you have made to the Better Business Bureau.

We have reviewed the information that you have provided and we have come to the conclusion that a refund will not be provided nor will your Best Buy Membership be reinstated.

On April 12, 2022, we received a call from you indicating that you wish to have your Best Buy Membership cancelled as the reason being was that it was too expensive. Case ******** was created in regards to this. Later on October 4, 2023, we received another phone call from you indicating that you wish to have your Best Buy Membership reinstated, however, at that point, your membership had already been cancelled, thus it was not be possible to have the plan reinstated. Case ******** was created in regards to this.

Please note, our contact center agents require you to provide your name and phone number in order to attach the case to the correct customer profile. These cases were created under your name.

Your purchase was made in September 2021 and is way past the return and exchange policy period, and thus your refund is denied. We are also not able to reinstate Best Buy Memberships/Protection Plans once cancelled and refunded.

Apologies for any inconveniences.

Please don't hesitate to reach out if you have any questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/07/2023

Complaint: ********

I am rejecting this response because:

I have attached a few pictures. I think when my business partner canceled his ****** laptop plan, Best Buy canceled my **** laptop plan as well. Both the plans for the laptop are canceled on the same day, which clearly shows that it is a mistake from Best Buy, not mine.

I have also attached my phone records with the dates Best Buy said I phoned them, but clearly shows that no phone call was made to them.

Sincerely,

**************
Business Response
Date: 20/07/2023
Hi *****,

Thank you for your response!

Our team at Geek Squad has reviewed the call that was made to the agent and have confirmed that you requested to cancel both the **** and ****** plans. The agent confirmed with in the call that you did want both plans cancelled, and then proceeded with the cancellation of both contracts, providing an incident number for each as reference.

As such, your plan will not be eligible for reinstatement nor will your laptop be accepted for a full return as the unit was purchased in September 2021 which is way past our 30 day return or exchange policy.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Initial Complaint
Date:14/07/2023
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.
I ordered a smartwatch to ***** **** via Best Buy Marketplace at the end of April 2023. The delivery was expected a week later. Since then, they ignore my emails and have not sent my delivery yet and haven't refunded me yet.
Business Response
Date: 17/07/2023
Hi ******,

Our apologies on the communication delay.

We are following up on your refund case from your order.

Our records are indicating that a full refund of your Smart Watch, item ******** was fully refunded on May 8th 2023 for the amount of $33.86. Please confirm on your credit card statement of the refund amount and date.

If you have any questions, concerns, or queries please don't hesitate to reply and we would be happy to follow up on your behalf.

Thanks,

The Best Buy Team
Customer Answer
Date: 19/07/2023

Complaint: ********

I am rejecting this response because: please send the proof the refund was made because I can't see it in my credit card statement from May. Please provide the name of the company used for the payment, the day and the time of the transaction.
Looking forward to receive these documents

Sincerely,

*******************
Business Response
Date: 24/07/2023
Hi ******,

We have included a copy of the refund receipt for your records.

Please cross-reference this record with your bank statements, if any discrepancies show up please let us know and we can continue to follow up on your behalf.

Thanks,

The Best Buy Team
Customer Answer
Date: 25/07/2023

Complaint: ********

I am rejecting this response because: I used a **** Interac card and the transaction they allegedly made is nowhere in the bank statement. NOWHERE. Plus I have been trying to reach out to them since April *** and they made sure to IGNORE my emails, all of them! If they really refunded me, why they never responded to my emails. I believe they made up this receipt and never refunded my money. JUST **********

Sincerely,

*******************
Business Response
Date: 31/07/2023
Hi ******,

We are sorry that you are not seeing any record of the return on your end but we can confirm that the last receipt we sent to you is accurate, you were refunded on May 08 2023 for $33.86 to the **** card ending in ****. We have included further confirmation from our records.

We would advise that you follow up with your bank to locate the funds at this time.

Thanks,

The Best Buy Team
Customer Answer
Date: 02/08/2023

Complaint: ********

I am rejecting this response because: I tried to find it and did not see it anywhere. They did not send my refund. They also ignored my emails for months when I was inquiring about the refund. I want my REFUND to my account. NOTHING ELSE

Sincerely,

*******************
Business Response
Date: 02/08/2023
Hi ******,

As per our previous correspondence, you had escalated your lost shipment on May 3rd 2023. The seller replied the following day and then you were refunded on my 8th ******************************* **** for $33.86. For security reasons we do not give full credit card numbers over email.
The funds were confirmed to be sent to that card, as of this time we consider the matter closed, we have no further action that we can take.

We consider this matter closed.

Regards,

The Best Buy Team
Initial Complaint
Date:12/07/2023
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.
Purchased Washer and Dryer from Best buy, when purchased was told that both by sales agent as well as when washer was replaced under warranty when broke under 4 months that my warranty renews fully and my extended warranty purchased kicks in when manufactures warranty ends. My local best buy now refuses to fix the same issue with my washer and is telling me it is out of warranty that it ended in Jan 2023. but i was told when it was replaced in 2021 that it would end in jan 2023 by the general manager. My dryer has never worked right when drying my clothes but we waited till we started renos this spring to pout in a claim as we knew both would have to be returned to store as i was told no one works on ******* products in my province by same manager in 2021 and its automatic replacement. come to find out when we investigate our dryer further after filing claim the connection piece that vents the exhaust out was never connected from factory and unit is full of lint. (HUGE FIRE HAZARD) Local company finally sends out technician to fix issue. he takes top and front of machine apart very angerly. doesnt clean out unit, (this was in May) told he will order parts to fix noise still waiting for those no eta. unit wont even hold itself together as he lost parts to hold lid on. fell apart when moved. UNIT STILL NOT WORKiNG. Called back to geek Squad asked for sup, recieved call week later was supposed to be escallated to have unit replaced and id get a call back that was a month ago. I just want both units returned for refund as ive had to go without washer and dryer for 3 months now and buy a new set to replace them from another company. the fact that the dryer alone could have burnt down my home at any time with my family inside i think a little compassion from the company is owed as i got none from the store. even the general manager wouldnt call me back to tell me the best they could do was credit the warranty cost on the washer for the error on there staff information.
Business Response
Date: 13/07/2023
Hi ****,

Thank you for bringing this to our attention.

We have an investigation in progress and will be working to resolve your case.

We will keep you updated on the investigation as it develops via email correspondence.

If you have any questions, concerns, or queries please do not hesitate to include them in an email reply and we will be happy to answer as soon as possible.

Thank you,
The Best Buy Team
Customer Answer
Date: 14/07/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 14/07/2023
In response to the email from Bbb I'm rejecting as not resolved as I've seen no movement from the company other than they have received the complaint. Issue isn't resolved my units are still broken with no eta on repair or replacement or refund. After two and half months I shouldn't have to chase after company's to fix something under warranty. Thank you.
Business Response
Date: 21/07/2023
Hi ****,

Our apologies on the delay in our response regarding this issue.

We have a full investigation in progress, so far we have the receipt from the original dryer purchase that was placed on January 1st 2021 as well as a dishwasher originally purchased on January 30th 2021 and then exchanged last on February 17th 2021 but so far do not see a purchase for a washing machine to accompany the dryer under your account information.

If you could please confirm the details of the washing machine purchase spoken about in your case notes I would be happy to follow up on your behalf to resolve the situation.

To expedite the resolution of your case it would be extremely helpful if you have any purchase records or account information for the washing machine mentioned in the case notes.

Thank you for the clarification, we await your reply.

Thanks,

The Best Buy Team
Customer Answer
Date: 22/07/2023

Complaint: ********

I am rejecting this response because: Good Morning, As shown on your website when i login it clearly shows both wash machines purchased, one returned. Original washer was purchased July 4 2020, was returned Dec 8 2020. Full return was done by store, was told as no one services these units its automatic replacement unit so new unit was ordered and was told warranty would renew and kick in after year manufacture warranty as per the general manager who did the whole transaction. Unit was received into store Jan 6 2021 and picked up the Jan 7 2021. started causing the same issue again within a year. i kept tolerating the issue as i knew the work around as we were getting ready to move the unit upstairs with the next set of renos. when i approached the store to fulfil their promise on the warranty on both units beginning of may i was rudely told to go online to wait for service tech to come fix units and that my washer wasn't in warranty and that nothing they can do at store level. previously with first warranty issue when geek squad was no help i was told by general manager to come right to store as they don't do anything for insignias but replace them. hope this information helps. The units now sit unused for 3 months as they are unusable. thank you

Sincerely,

*******************************
Business Response
Date: 01/08/2023
Hi ****,

We understand your frustration in resolving the issue.

Please allow us some time to investigate the situation further and offer a solution to you.

Thank you for your patience,

The Best Buy Team
Customer Answer
Date: 02/08/2023

Complaint: ********

I am rejecting this response because: I'm being extremely patient considering I've been waiting since beginning of May for parts for my dryer. I've answered all questions with detailed responses and all I receive is computer generic responses. I've received no update from best buy except to be patient after waiting two weeks each time. I would love a real-time update from a actual person not a exert from a written script. Please and thank you.

Sincerely,

*******************************
Business Response
Date: 11/08/2023
Hi *********,

I understand the frustration of the situation.

Rest assured we are doing our best to take care of you and resolve this situation as best we can.

Our records verify that your Insignia dryer was purchased on July 8th 2021 and has 3 year coverage on it. It is covered until July 18th ****, we will be happy to expedite a service call for this unit and have a technician come to your home to inspect and repair the unit as soon as possible.

When it comes to the Insignia dishwasher, it was exchanged most recently on February 17th 2021 and was purchased with 2 year coverage. That unit currently has no coverage for service as it has expired on February 25th 2023.

However, considering the circumstances of your unique case, we would like to offer one of the following two options to help remedy the situation.

If you would like to have the unit repaired we ask that you please send us a quote for the service and we can reimburse part or all of the cost of that repair.

If you would not like to proceed with the first option for an out of warranty repair, we can fully refund you the price of the service plan, valued at $79.99 plus taxes.

Please let us know how you would care to proceed with the dishwasher, I will update you via this email chain on the status of your dryer service request.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/08/2023

Complaint: ********

I am rejecting this response because: my issue is still not resolved. I've tried and explained issues numerous times only to have information miscommunication now after 4 months of saying my washer is broken they go on about my dishwasher. My dryer still not fixed with no parts available to fix it. I had re contacted geek squad this week and was surprised to find out after 2months I could have had a replacement as per policy. That has since been approved by them on Monday but I still haven't heard from best buy further also I can't order replacement as unit is out of stock. And my washer still remains broken. I still want full refund for both units and not store credit as I will not buy anything at there store as the products break within months.

Sincerely,

*******************************
Business Response
Date: 25/08/2023
Hi ****,

As much as we appreciate your request we are unable to perform a full refund for the units you had purchased.

Our resolution remains the following:

The Insignia dryer was purchased on July 8th 2021 and has 3 year coverage on it. It is covered until July 18th ****, we will be happy to expedite a service call for this unit and have a technician come to your home to inspect and repair the unit as soon as possible. If the unit cannot be repaired after the unit has had a service call, a replacement or credit can be offered.

Please let us know via this email chain on the current location of the dryer so a service request can be booked for you.

Regarding the Insignia dishwasher, as stated that unit currently has no coverage for service as it has expired on February 25th 2023. We would still like to offer one of the following two options to help resolve the situation regarding the dishwasher.

If you would like to have the unit repaired we ask that you please send us a quote for the service and we can reimburse part or all of the cost of that repair.

If you would not like to proceed with the first option for an out of warranty repair, we can fully refund you the price of the service plan, valued at $79.99 plus taxes.

Please let us know how you would care to proceed with the dishwasher.

Thanks,
The Best Buy Team
Initial Complaint
Date:11/07/2023
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.
Order date: ********** Order number: ********** Paid: $ ******* Ordered a TV, and bestbuy promote the TV with an **** controller, which attempted me to place the order with them. Received the TV well, but the 2nd part of the order- **** controller never come. Called customer service around June 15, replied they need to wait the **** controller return to bestbuy and then order for me again, but they never did. Called 2nd time on July 11, customer service requested full credit card information, otherwise wont send the 2 part of the order out. I end up gave credit card information just in order to receive the **** controller . Not happy about the solution, since I am end up doing so much extra work for their fault and just getting what I supposed to get 1 months ago, and bestbuy take 0 initiative to solve the issue, they just wait customer to do the work and gave out ****** solutions. They should refund me my order or part of my order.
Business Response
Date: 17/07/2023
Hi ******,

We are reaching out to you regarding your Best Buy order number **********.

Our apologies on the experience you had with our agents regarding the original resolution of your issue and conduct when communicating with you. We will follow up on your feedback to ensure that the situation you experienced is not repeated in the future.

We can see on my end that the replacement controller was ordered under # ********** and was delivered as of July 12th 2023.

In compensation for the issue we would like to compensate you for the situation with an electronic gift card valued at $150. Please confirm that ********************* is the correct email and we can have a card sent to you as soon as possible.

Thank you so very much for your patience in this matter.

Regards,

The Best Buy Team
Initial Complaint
Date:11/07/2023
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.
I am completing a home renovation and in November 2022 during a black friday sale I purchased 2 ****** **** ******* (2nd gen wired) fire alarms. Later, in May 2023 my electrician advised I need a fire alarm for each bedroom so I purchased 3 more. July ***************************************** and requires an occupancy inspection. The inspectors advised the fire alarms do not meet ******* Building Code due to the alert strobe light being red and not white. I contacted ****** and there is no option to adjust the colours. I contacted Best Buy to request a refund or store credit on these items as they do not meet ******* regulations but due to it being greater than 30 days past the purchase date they refuse. only one package was open, 4 remain sealed.
Business Response
Date: 11/07/2023
Hi *****,

We have received your case in regards to a complaint made to the Better Business Bureau for an out of policy return/refund.
From what I can see, it looks like your two purchases on order number ********** and ********** were purchased in November 2022 and March 2023. Unfortunately, we cannot accept a return for a refund or store credit as these two purchases are way past our 30 day return/exchange policy.
Apologies for any inconveniences we may have caused.

Thanks,

The Best Buy Team
Customer Answer
Date: 11/07/2023

Complaint: ********

I am rejecting this response because: why are you selling a product that does not meet the ******* building code

Sincerely,

*************************
Business Response
Date: 17/07/2023
Hi *****,

Thank you for your response through the Better Business Bureau.

We have given your complaint a further review, and we are accepting a return for the carbon monoxide detectors as a one time exception.

I have attached three return label for all 5 carbon monoxide detectors as these were purchased under 3 separate POs. Please ensure that the units are boxed and the return labels are all attached on the outside of the box.

Once the depot has received the units, a refund will be issued back to the original method of payment within 10 business days.

The tracking number for the 3 return labels are ****************, ****************, and ****************.

Please let me know if you have any questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/07/2023

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:10/07/2023
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.
Ordered a 27cu.ft. ********** fridge on Oct.8/22 Received it on Dec.16/22. Had repairman out and fridge was declared Manufacturing default. When it was delivered they had one delivery man for this huge fridge. My ** **** *** husband had to help this man take it off. There was damage from the delivery as well. Sent pics to Best Buy. They were going to give me a straight exchange on the product. Finally on May 26/23 it arrived with two men and a collapsed dolly wheel. It was in worse condition than the first fridge. Two doors crooked and when the serviceman came he said the whole frame was crooked. Definitely another Manufacturing default. I immediately asked for them to pick it up and refund me the money I paid. They will not refund the shipping which is fine. I have ordered another fridge from a local company which I should have done in the first place. I want them to pick it up but I can't seem to get them to do anything. This has been the worst customer service I have ever experienced. They had no compassion for my older husband and wouldn't even take it over the threshold of our home but we managed. The correspondence between them and I have not been one of caring about the customer. I would never recommend them to anyone. Please get them to get this fridge out of my home and refund me the money. They can't even make up there mind whether it will be 3-5 days or **** days depending on who writes the email
Business Response
Date: 11/07/2023
Hi ****,

Thank you for your response!

Please allow me to offer you our sincerest apologies for the delay in getting back to you as we are experiencing a higher than normal volume of inquiries at this time.

We have forwarded all the necessary documents to the remote carrier team and have requested this be escalated so that a delivery date can be arranged for as soon as possible.

I do understand your frustration as this ordeal has taken up a lot of time. I do want to assure you that I will be assisting you with the refund as soon as the unit has been confirmed picked up.

I will monitor and follow up with them to ensure that there are further delays.

As a gesture of goodwill for all the inconvenience we may have caused, I would like to offer you a $100 e-gift card to Best Buy, If this is something you are interested in, please let me know and I will have this arranged.

Please let me know if you have any further questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 14/07/2023

Complaint: ********

I am rejecting this response because:Back

****
******
****
*********************** **** ********** *******
********

************** ****************
*********** *******

**** *** ** ** ***** ****

******,
I am so upset you couldn't believe it.

We were suppose to have pickup today of fridge by ****** *********. ********** the parent company called me on Tuesday and asked when ****** could come and pick up the fridge. I said Friday would be fine, giving them lots of time to respond. Apparently these two companies do not communicate very well. They decided between the two of them that Wednesday would be okay to come. Best Buy was not agreeable to sending two men to pick this 27 cu.ft. ****** up. The first fridge I received you sent one delivery man to take this off. ** **** ******* ** ** *** ** **** ***. There wasn't even a lift on it to lower it. Anyway, I found a new fridge and it will be coming on Tuesday so of course this one has to be out of the way. Wednesday is no good. I have talked to ****** and they will TRY for Monday. It is going to be sitting out here on the porch (only one step down to the cement) until Monday I hope.

********** ** ** *** ** ** **** *** ******* *** ** ** **** *** ******** **** *** ****** *** *** ** ** *** ****** **** ** *** ****** **** ******** ** ** *** **** ********** ******** ** ** *** ********* ***** *** ******* ** ***** **********

I have been in tears this morning over ALL the problems associated with Best Buy. Not once did you call me and reach out ******, after I asked you to and sent you my phone number.. I would write to you and it would take almost a week for you to respond. The worst customer service I have ever been involved with.

Apparently you (Best Buy) is going to not return the cost of delivery to me. When I ordered on line it said FREE DELIVERY and the system accepted my postal code. Isn't that wonderful! On top of that Best Buy gave me two eGift Cards, one on the 12th of January for $250. this year and one for $400. on June 20th for all that I have gone through. When you found out that this fridge had to go back because of manufacturing defects and I wanted my money back because of the poor service etc. Did you honestly think I would want to have anything more to do with this company? I think you should be reinstating those two gift certificates if you cared anything about my husband and I

I have obtained a fridge from ****** and they are delivering it on Tuesday with free shipping and no charge for bringing it in and setting it up. You could learn a ****** from them.

I spoke to a girl on Wednesday named ***** from your customer service area. She was the most helpful person to me. She said she had never seen a file with so much correspondence as I had with Best Buy.

Please let this end on good note and take care of all the heartache we have been through.

Regards, ****

Sincerely,

*************
Business Response
Date: 20/07/2023
Hi ****,

Thank you for your patience!

We have confirmed the pick up of your unit and a refund has been issued back to your original method of payment.

We are writing to inform you that we have refunded your original method of payment in the amount of $2667.99 for the unit and $120.74 for the shipping charges for a total of $2788.73. You will see this credit reflected on your statement in 3-5 business days.

Please don't hesitate to reach out by responding to this email if you have any questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 22/07/2023

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:10/07/2023
Type:Sales and Advertising 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 with Best Buy for an item Order number ********** and the item is available in stock for in store pick up at a ******** location for the exact same item at a lower price $31.99 I attempted to use their price match guarantee and received pushback at first stating the website I sent was a manufacturer website (its not) second stating the item wasnt in stock (because its not available online only in store) I confirmed it was and sent the info. Then I was told its not honoured because its a special sale price however its not a special sale price only a regular sale price as per their websites own description of a special sale it would need to be Special sale prices include: ***** Friday, ***** Friday Month, ***** Friday Prices Now and Early ***** Friday Sales, Friends and Family, Ultimate Smartphone Sale, Cyber Monday, Boxing Day/Week, ***** Friday in ******* ***** Friday in July, pre-orders, point-of-sale activation cards, special educational prices, restricted offers, mail order offers, rebates, coupons, premiums, free or bonus offers, Original Equipment Manufacturer (OEM) prices, close-outs, liquidations, clearances, demos, refurbished items, open box items, and financing offers.Still they refuse to honour the price match terms listed on their website. My goal is to have the price match honoured as it meets all of the conditions a
Business Response
Date: 13/07/2023
Hi ******,

Thank you for bringing this to our attention.

We have reviewed your case along with the photos you have provided and see no reason why the price match request you had made would not be honored.

We have applied a discount of $20 in this case to reflect the price match with an additional discount to compensate you for the initial rejection. You can expect the funds back on your card in the next 3-5 business days. We will review this case to ensure the situation is not repeated in the future.

If you have any questions, concerns, or queries please do not hesitate to include them in an email reply and we will be happy to answer as soon as possible.

If not you can safely disregard this email.

Thank you for your business and patience,

The Best Buy Team
Customer Answer
Date: 14/07/2023

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:10/07/2023
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.
Order DateJuly 05, 2023 at 22:37:42 PT Order Number********** Insignia 4.9 Cu. Ft. Freestanding Compact Bottom Freezer Refrigerator (**************) - Stainless Steel amount 436.89$The delivery must be next day., after purchase. Next day on ***** i called Best BUY. representative promised a delivery on ***** with the old fridge removing. NEXT DAY ***** I contacted Best buy again. Rude unprofessional person *****,who represented herself as a supervisor said ,she has no idea about a delivery. they will not pick up the old fridge, they will not do delivery to my door. She suggested to call ***** for the delivery. ,** ** **** **** *** ** ********* * ********** ***********. **** *** *** ******* * ***** ** *** ********** ** *** *** ***** ***** I ASKED FOR THE CANCELATION. She said she can not cancel the order, she can not tell me when it will be shipped. She suggested to wait and after just refuse the order. it could be in one week or in one month. She has no idea. She just disconnected..I NEED MY MONEY BACK. TERRIBLE DISCUSTING SERVICE.
Business Response
Date: 17/07/2023
Hi *******,

We are contacting you regarding your Best Buy order number **********.

We are emailing you to confirm that your order has been cancelled and your ****** account has been refunded a total of $436.89. Thank you so very much for your patience in this matter.

Regards,

The Best Buy Team
Customer Answer
Date: 18/07/2023

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:04/07/2023
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 bought a ************ TV on May 10 2021, I have automatic warranty from **** for the first, and I bought extended warranty to cover after my first year, so that warranty would take my up to May 10 2024, I called in on July 2 2023 about my TV, the representative from Best Buy that I talked to on July 2 2023 said yes my TV was covered, so then I was transferred to a guy to get my claim started and he told me that I no longer had warranty, my paper work says I have warranty the Best Buy representative I talked to said I had warranty, and the guy i needed talked to too set up the appointment for repairs say no, I paid for the extended warranty and it's good to May 10 2024 it should be honored,
Business Response
Date: 07/07/2023
Hi ******,

Thank you for contacting us regarding the charges surrounding your Television's extended coverage.

From what we can see from your original purchase on May 10th 2021 had 2 years of extended coverage applied to it, however the plan has expired as of May 10th 2023.

This unfortunately means that there is no longer any coverage on your Television at this time, however we are investigating the call you spoke of that took place on July 2nd 2023.

We will keep you updated on the outcome of the investigation.

Thanks,

The Best Buy Team

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