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:04/07/2023

  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.

  Best Buy is selling product they don't have in stock. Misleading the public Order #********** ************* ********* ****** Ergonomic Keyboard - ***********Web Code: ********, Quantity: 1 On the website it showed QTY = 1, even after purchased the item it still shows QTY =1 Was ordered June 28 2023, said will ship within 2 days by June 30 ************************** PROGRESS . I contacted Best Buy No response No Receipt has been provided but my credit card was charged I want a delivery date or refund

  Business Response

  Date: 05/07/2023

  Hi *****, 
  

  This is the Best Buy Marketplace Team. We received your escalation regarding your recent Marketplace order.
  

  We are sorry to learn about the problems you are facing and thank you for your patience while we review your order details.
  

  Thank you for taking the time to reach out to us concerning your Marketplace experience. We greatly appreciate hearing from you, as customer feedback is vital to continue improving our customer service.
  

  We are sorry to hear that your Marketplace experience was negative, as we are continually striving to provide an amazing customer experience. We will be forwarding this to the appropriate persons to review and address this matter to assure a more positive shopping experience is provided in the future.

  I can confirm that your item has been shipped. According to the tracking information provided by the seller, the new package is in transit and should be delivered soon.  The tracking information provided by the seller is below for your convenience:

  Carrier: ****** ****
  Tracking #: ****************

  You can download the invoice for your order from your Best Buy account on **********************.  If you need further assistance please do not hesitate to contact us and Best Buy will be delighted to help you with any issues.   

  Again, please accept our sincerest apologies for your negative experience and thanks for bringing this to our attention. We hope that you will give us another opportunity to serve you.
  

  Thank you,
  Best Buy Marketplace Support Team

• Initial Complaint

  Date:04/07/2023

  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.

  Health Canada called for the recall of Insignia air fryers back in April 2022. I had returned the air fryer as per the instructions provided and had received a confirmation of its arrival by **** please see the screenshots attached. I have yet to receive my gift card via email since August 2022. I have called multiple times throughout the year to follow up. When I called the hotline for an update, they confirmed that they have received the airfryer and had given me a confirmation number of *****************. The agents have been unable to provide an estimate as to when my gift card will arrive. Their management has also been unhelpful and brushed me off when seeking a resolution, only telling me to continue to call back and ask. It's been close to a year since I have returned the airfryer and haven't heard back at all.

  Business Response

  Date: 06/07/2023

  Hi *******,
  
  We can not find anything under this name in regards to it being registered for this recall. Can you please provide me the full name and email address used when you registered. 
  
  

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The name could be either ************* or *************** but the email is *******************.
  
  If you need any further information, please let me know. 
  

• Initial Complaint

  Date:30/06/2023

  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 have left my computer to be sent to ********* for either repair or replacement. I need them to hold off on sending it out because there is information on that computer I need transferred to my new computer!!! I cannot lose what is on the old computer. There is ZERO way of phoning the store directly in *******, **. I live 4 hours drive away, I cannot just pop into the store. This is ridiculous, there needs to be away to phone them directly! I have phoned every possible phone number I can and no one can help, or its just all automated. Im so upset over all of this!! Please contact me

  Business Response

  Date: 07/07/2023

  Hello,
  
  I hope this email finds you well. I am writing to provide you with an update on your recent inquiry. We have been actively working on your request and have contacted the store to address your concerns.
  
  Store will be reaching out to you directly. Please expect a call from them at your provided number. They have been informed about the urgency of your matter and will provide you with the necessary update.
  
  In the meantime, if you have any further questions, need additional assistance, or would like to share any concerns, please do not hesitate to reply back to this email.
  
  Best regards,
  Best Buy Team

• Initial Complaint

  Date:27/06/2023

  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 placed my order on June 16th and it was supposed to be next day shipping I didnt get a delivery date until the 18th saying it would be delivered on the 19th of June. I got a delivery notification and I was not worried because I live in a pretty secure building and we have drop boxes apparently the box didnt have my apartment number so purolator brought it to the door and my roomate was home. After she signed for the package she noticed it was tampered with. She immediately took pictures of the box in its state and sent them to me at work. I got home and looking at the box and I could clearly see it was tampered with and upon opening the shipping box I found the ***** ***** box extremely dirt and opened with no ***** ***** inside . I was extremely frustrated because I paid $1242.99 and I got nothing but an empty box. I first called customer service and the agent said she couldnt do anything because the its protocol to wait 1 business day for a lost package investigation. I was not happy and requested a supervisor and his name was **** and he said it would not take long but I have been emailing the case manager in charge of the case and she has been saying I have to wait the 10 days for the investigation. Its now day 5 and Im extremely angry and annoyed that I paid $1200 for and empty box and nobody cares. ** * ******* ******** *** * **** **** **** ******* ** * ******** **** * **** **** ******* ***** . I spent my money and now Best Buy is treating me like I am a *******. I will never get over this experience and Im willing to take this higher if need be I want some resolution asap please. The case managers name is ******* and I cannot be waiting 10 plus day. I will never order again through Best Buy

  Business Response

  Date: 05/07/2023

  Hi there,
  
  I am very sorry that you had to wait a few days for the investigation to conclude, however, we do appreciate your patience. We had mentioned that the investigation could take up to 10 business days as a thorough investigation must be completed. Please note this is our standard operating procedure to investigate the situation for every case of a lost shipment or tampered product, and has nothing to do with you personally.  As mentioned, your investigation has been approved and you have been refunded accordingly. We appreciated your ongoing patience. We are very sorry again for this experience any any inconveniences this may have caused for you.

   

  Thank you, 

• Initial Complaint

  Date:27/06/2023

  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.

  We paid to have a laundry and washer machine delivered. We advised the space was tight and not easy to access prior to delivery. The delivery team of 2 made my wife feel uncomfortable and laughed ***** ** **** ** ******* **** ** **** at her after seeing the space, they said a team of 4 would come later that day and asked her to sign the delivery sheet and asked her to give the a top rating. She signed under duress. They did not place the machine in a safe space, the machines are located in the second floor, they placed the new machines in the middle of the kitchen was it could have easily fallen on our kids.

  Business Response

  Date: 27/06/2023

  Hi *******,
  
  
  This is ****** reaching out to you from the Best Buy Customer Experience Team!
  
  We have received your case in regards to a complaint made to the Better Business Bureau.
  
  In order for us to take a look at your complaint, please provide us with a sales receipt or order number so that we can look into this matter further.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  ******
  The Best Buy Team

  Customer Answer

  Date: 04/07/2023

  I do not accept the resolution that Best Buy has presented. 

  
  Better Business Bureau:
  
  They have messaged me through my personal email and I have been corresponding with them. They offered my a credit which was far less significant than what I was looking for. I last messaged them on the 30th of June and I am waiting to hear back. 

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

  Business Response

  Date: 08/01/2024

  Hi *******,
  
  I am writing you in reply to your recent email regarding a Better Business Bureau cases.

  We are sorry for the issues and inconvenience. Unfortunately, the offer made to you was vetted by our team and is the maximum being offered. That offer was originally a $400 gift card or discount on your order.

  This offer is still available and I would be happy to process this for you.

  Please note, this is our final offer and we will consider this case closed if we do not hear back from you.

  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 11/01/2024

  
  Complaint: ********

  I am rejecting this response because:

  Before potentially considering the offer of $400.00, I would like to schedule a ***** minute call with a director or VP that oversees the department. 

  This was a completely unacceptable experience. As mentioned felt extremely uncomfortable with the two reps that were sent to our home, they also left the appliances in a precarious position and could have been easily pushed over and hurt one of my children. 

  Ive previously sent pictures as proof. There needs to be improvement in the customer experience and this needs to be addressed. 

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

  Business Response

  Date: 12/01/2024

  Hi *******,
  
  
  Thank you for your response!
  
  Unfortunately, this is the highest level of escalation your case will receive.
  
  As indicated in the previous emails and responses, the offer made to you was vetted by our team and is the maximum being offered. That offer is a $400 gift card or discount on your order.
  
  This offer is still available and I would be happy to process this for you.
  
  Please note, this is our final offer and we will not be offering any more than this amount. Apologies for any inconveniences.

  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 15/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While my objective is not to escalate the situation, it is essential to communicate the unprofessionalism displayed by Best Buy and your affiliates.

  Unfortunately, my attempts to engage with executives and address this matter is being impeded and the response is to simply offer $400.00. 

  My primary goal is to ensure that such incidents do not recur, and I am committed to initiating a constructive dialogue with the relevant executives.

  Despite the challenges faced so far, I will continue to pursue this independently, aiming for a positive impact.

  It is crucial to underscore that my recent experiences have not met acceptable standards, and I believe prompt and effective action is necessary.

  Sincerely, 

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

  Customer Answer

  Date: 07/02/2024

  Hi ******, this is correct but I never received the mentioned credit so please reopen it and request they provide the credit. 

  Business Response

  Date: 08/02/2024

  Hi *******,
  
  Thank you for your response!
  
  I have applied a $400 discount refund plus taxes on your order back to your original method of payment which is Fairstone. You should be see a refund on your account in the next 3-5 business days.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:27/06/2023

  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.

  Date of Transaction: I purchased an Insignia Air Fryer more than a than year ago.Complaint:The Insignia Air Fryer I purchased was recalled. I followed the necessary instructions as per ***************************************************** to get a refund and was given a confirmation number (********). I applied for the refund May 5, 2023. The website indicates that it will take 3 weeks to process the reimbursement. It is now June 26, 2023 (over 7 weeks) and I have still not received my refund. I called the service line ***************) to inquire about my refund and they said that they had to escalate the issue to Best Buy head office. No reason or timeline was given for the escalation. I called Best Buy **************** and they were not able to help. In fact they hung-up on me twice. I find it unacceptable that I have not received the refund within the specified time period and the poor customer service of **********************.

  Business Response

  Date: 27/06/2023

  Hi *****,
  
  
  This is ****** reaching out to you from the Best Buy Customer Experience Team!
  
  We have received your case in regards to a complaint you made to the Better Business Bureau for your airfryer recall.
  
  Can you please advise what the full name and email used for the submission for the airfryer recall was? Once we receive this information, we will have to take a look on our end to check the status of this submission.
  
  Please don't hesitate to reach out should you have any questions or concerns.

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

  Customer Answer

  Date: 27/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue is still pending and awaiting a response from Best Buy.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 29/06/2023

  Hi *****,
  
  
  Thank you for your response!
  
  I am unsure of why the team at ********* that's handling the recalls is directing you back to us. This isn't part of the procedure for the air fryer recall claims.
  
  Please note, we at Best Buy do not handle the claims for the recalls directly and won't be able to issue any refunds or gift cards. What we do have visibility on our the gift cards and the claim status on your submission.
  
  I have reached out to the team over at ********* to contact you about your air fryer recall claim.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  ******
  The Best Buy Team

  Customer Answer

  Date: 05/07/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not address my complaint and no resolution is offered.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:26/06/2023

  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 made an online purchase of a *** Studio desktop computer on June 15 2023 from Best Buy Canada. My credit card was charged on the same day for $3027.35 and I received a notice that the product had shipped and that delivery details would be available within 24hrs. Over the next several days the message has stayed the same "Estimated Delivery Date - Still calculating" accompanied by an "On its way" statement. This is patently not the case. The carrier, **** has stated very clearly that they have not received a package from Best Buy, only the label has been created. I should not have been charged for this yet. The Best Buy team have been unable to answer any questions about what the delay is, or when I will receive the product. I am still over $3000 out of pocket. Please help.

  Business Response

  Date: 27/06/2023

  Hello, 

   

  A full refund was issued to the customer on June 26, 2023, by another associate from call center named ********, as the item was lost in transit, so the lost shipment investigation was auto approved. It may take 3-5 business days for the refund to reflect on the customer's account. 

   

  Thanks,

  Komalpreet 

   

   

   

   

   

   

• Initial Complaint

  Date:26/06/2023

  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.

  I bought a new ******* phone and they told me my new ******** phone was worth $0 so I left it with them not knowing that it still had value to me, just not to them as they don't carry the model. I want my phone back or replaced by store credit, refund or other. * ** * ****** *** *** **** **** *****. They used improper wording and took advantage without explaining the details to me.

  Business Response

  Date: 26/06/2023

  I am sorry to hear there is some confusion around the value of your phone. We can only ever speak to the value we have for items brought to us. We have no information or point of reference on what others would value items at. You can contact the store you brought the phone to, to see if they still have it, but I can not guarantee they still do. Items left by the customer voluntarily are usually disposed of for security purposes.
  
  Thank you

• Initial Complaint

  Date:22/06/2023

  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.

  During a business trip in ********, I found at BestBuy a Virtual Reality headset for the *** game console. Two types of boxes are offered: either with or without a scratch card containing a code to download a game. Having no experience or knowledge on the topic, I asked one of the BestBuy staff whether the code would work in *******, where I reside. He said yes without hesitation, so I bought the headset with the scratch card and a code. Obviously, the scratch card cannot be examined before buying and opening the box. Once back home, the download code was rejected because it's only valid in Canada. I immediately contacted BestBuy using the chat function of their website. They promised to quickly get back to me and solve the issue. Nothing happened. I contacted them again and again over the course of a month after the purchase, 5 times in total (May 15, 30, then June 5, 9, and 14). Despite their promises, BestBuy never contacted me so far. I simply wish to have the code replaced with one that is valid in Europe, or a refund of the game. *** ******* **** ****** ** ********* *** ******* ** *** ***** ** ******* ******** **************************************************** *** ******* ***** *** ******** ** *** *** **** ** ******* *** *** **** *** ** ******* *** *** ** ********** *** *** ***** ********). Thank you for any assistance you can provide.

  Business Response

  Date: 15/06/2023

  Hi ********,

  I am ********** a ************* Associate. We cannot provide you with a ******* code. But the code do work in Europe, you will have to create a ******** Playstation Store Account set you *** as principal for this account and enter the code and then you will be able to download the game and play it with any account on your console.

  Thank you,

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

  Customer Answer

  Date: 16/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: you're asking me to violate the terms and conditions imposed by **** to dilute the consequences of your error, rather than fixing it, which would also create a number of predictable and unpredictable (negative) ripple effects. Moreover, it is also inconvenient to have multiple accounts for the same user. Sorry, but it's firm no. 
  
  Side note: a few words expressing regret for wasting my time for a month and making false promises multiple times would have been super appropriate. 

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

  Business Response

  Date: 22/06/2023

  Hello ********,

  So after agreeing on a discount on the *** price a $91.97 refund has been made to your credit car. Please expect to see the refund transaction in your bank statement in about 3-5 business days.

  The receipt will be in your email inbox shortly. 

  Thank you,

  ************************
  Customer Care Associate,
  **********************
  *********************************************************************| www.BestBuy.ca
  
  

  Customer Answer

  Date: 26/06/2023

  
  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:21/06/2023

  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 purchased an ** fridge Sept 2021 with an extended 5 year warranty. It broke down within a year. I call to get it repaired and then they send out a technician a week later. ** ***** *** **** ******* **** **** ***** **** *** *** *** ******** ** *** ******* *** ** ** **** *************. ** *** *** ** *** ** ******** *** ***** The repair technician comes and looks at it and says can't be fixed and leaves. I call the company and they say the need another few weeks to set up an appointment and to order the part. So no fridge, *** ** ** **** ** ******* ****** ************** *** I'm out of food and medicine for her. * ***** **** ***** *** * ******* ** *********** ** ****** ** ****. When I asked best buy to help with a temporary one they ignored me and they said "no options". Still no solution. The ** frdige cost $2000 too.

  Business Response

  Date: 23/06/2023

  Thank you for reaching out and sorry for all the hassle. I have opened an investigation into this case and will update you when I receive a response. Can you provide me the original order number for the unit?

  In the mean time, if you would like to purchase something like a bar fridge until we resolve this case, I will extend the return policy. This way you have something in the meantime and when your fridge is fixed/replaced you can return the bar fridge for a full refund.

  Please simply provide me the order number and I will put notes on the file.

   

  Thank you

  Customer Answer

  Date: 23/06/2023

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

  The original order number on the receipt says: ** **********, MAJOR APPLIANCE DEL D Order #********

  I contacted best buy again today and they indicated that they haven't even received the report from the technician, so they haven't even approved/declined the repair costs. What happens when after all this waiting, Best Buy declines the repair (technician said it was an expensive fix). How long wil it take to refund the process + I'll end up having to buy another warranty plan and repay for delivery all over again. You might be saying "maybe they won't decline the repair". The technician indicated that it might as the compressor needs to be replaced. Let's say, Best buy DOES approve the repair, I'll still have to wait for the appointment to be set up and for the part to come in. I'm looking at weeks without anything. 

  I am unable to buy a bar cooler. I literally have no money to purchase one (which itself will also require delivery costs as I do not have a large vehicle). I don't understand how there are absolutely no temporary solution provided by best buy when it is an emergency situation other than "go buy another fridge for now". I don't have the funds. I have been buying ice bags for the medicine, and I can barely afford that. I have no other support and need help.

  To top this all off, Best Buy has repeatedly told me, your situation is being expedited. But every time I talk to someone, they say "they have no notes" and they "will start to expedite it." I was also told I will get a call in 24 hours days ago. No one called. 

  
  Sincerely,
  
  ***** *

  Business Response

  Date: 23/06/2023

  Unfortunately this is our only temporary solution that we can offer you.  Our bar fridges can often be very reasonable priced and will provide you a cold source while I investigate. Something to the effect of this item can be delivered directly to your home and I can have ********* pick it up to return it.
  
  **********************************************************************************************************************************************
  
  Otherwise I can only wait for a response from *************** for an update.

  Thank you for your patience and understanding.

   

  Customer Answer

  Date: 23/06/2023

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

  Unfortunately, this doesn't really help as I don't have ~$150 to purchase a bar fridge at this time. If I had, I could have done that days ago. 

  I'm also still waiting on that call from Best Buy as they told me on Tuesday that I would get a call in 24 hours. It's Friday and still no call, no update, nothing. I got hung up twice (one after speaking to someone for 40 minutes, and another time after being on the phone for 30 minutes) when I tried getting an update. 

  Business Response

  Date: 26/06/2023

  Service was dispatched on 16-June to *** and parts were ordered by the technician on 22-June; there is no ETA for the parts at this time. I also understand you were explained the food spoilage benefit, you sent in receipts and a cheque was issued in the amount of $245.13 on 19-June. It can take **** days to receive through Canada Post.
  
  The repair is just within economical range, so we can continue with repairs or we can replace it if you would rather that option. However if we proceed with a replacement the existing protection will end upon exchange, and the credit provided in store can not exceed the original purchase price of the unit. There may also be delays with obtaining a replacement appliance which you should be aware of. 
  
  You are free to decide if you would like to exchange the unit or wait to have it repaired. *************** will contact you when the parts become available and can schedule a date to come out to repair it.

  Customer Answer

  Date: 01/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Two weeks in and no solution. I called the technician and they said another 10 business days minimum. I call best buy to ask how long it will take to refund, order a new one, and deliver, they said "we never know. Each could take 10 business days, so you're looking at a month minimum." Actually disgusting how you guys can let people just suffer without any assistance. I have no choice but to wait for the technician 
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/07/2023

  I understand this is frustrating and none of the options are quick resolutions. We assure you we are doing all we can with what we can control to resolve this as soon as possible. We appreciate your patience in waiting for the parts/technicians to complete the job when they are able.