Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

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.
153 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:25/11/2024
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 placed an order with Best Buy Canada for a copy of Fae Farms for the ******** Switch and Bitdefender Total Security for the *** The transaction went through and my ****** account (and the linked card) has been charged. I received an e-mail almost 9 hours later saying that my order was cancelled. I made contact with Best Buy and they told me that there is an issue with the billing address despite me using this same exact payment method and address as I always have in the past. They also asked me to put in another order as a solution. I was the victim of a breach last year which I brought to their attention and asked them if they could remove the order that someone tried to make as me for a completely different address that was cancelled (and to also make sure my account was not flagged). They gave me a Canada fraud website as the solution (************************************************************) - my account has been back under my control as it contained no saved payment information and the password was promptly changed. As I am now unable to order from them, I would like them to close my account. The **** I have spoken with are giving me the run-around saying things don't match even though I am providing them with my address, phone number and name (which is also verbatim on the website for my information). I would like Best Buy to close my account and to delete my information as I no longer wish to deal with this retailer.
Business Response
Date: 25/11/2024
Dear Valuable Customer,
We sincerely apologize for the inconvenience caused to you regarding your recent purchase with us. Please note that we have acknowledged your request about closing your account with us, and someone from our customer service team will be in touch with you shortly to provide further guidance on how to close your account. We request that you please respond to the email that you will receive shortly from our agent to have this request fulfilled in a timely manner.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 02/12/2024

Complaint: 22600326

I am rejecting this response because:
Although I was contacted and the same information requested from me (yet again), my login still works.
This request has not been completed.
Sincerely,

**** *****
Business Response
Date: 05/12/2024
Dear Valuable Customer,
Kindly note that we now have a new secure portal for our customers to submit all Privacy requests. Please follow these simple steps below:

Visit Best Buy Canada Privacy Webform .
Choose Canada from the Country drop-down.
Complete all fields in the form.
Choose which Request Type youd like to submit.
Using your mouse, hover over each option to see a brief explanation.
Check the box for Im not a robot.
Click Submit.
The submit button will not activate until all fields are filled out.
Once youve submitted your request, there will be additional security steps to take. Please follow these steps to successfully complete your request.

You will receive an email notification if an update/change has been completed on your request. Our Privacy Manager will communicate directly with you in the ******************************************** Team
**********************
Customer Answer
Date: 09/12/2024

Complaint: 22600326

I am rejecting this response because:
I'm being asked yet again to complete the same step that has been done 3 times already.
I just want my account to be deleted - I've already submitted the steps provided and this has not been followed. Why should I do this again?

Sincerely,

**** *****
Business Response
Date: 13/12/2024
Dear Valuable Customer,
We sincerely apologize to hear that your issue was not resolved even though you had followed the enumerated steps. Kindly note that we will be reaching out to our privacy team directly to fulfill your request. Our agent will notify you shortly once the request is submitted to our privacy team.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 29/12/2024

Better Business Bureau:
While my information has not been deleted as requested; I see that my login no longer functions on the website.
I can still use the forget password function on the site to reset my password which should not be happening. However the login seems to at least now be in a deactivated state.
Sincerely,

**** *****
Initial Complaint
Date:22/11/2024
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.
Best Buy gives way to sellers who are posing as Best Buy, but they are not really are. These sellers are not professional nor reachable. I ordered a smart lock on Best Buy official website Order #**********, delivered on Nov 16. I wanted to return it on Nov 17 in its original package, ONE DAY after receiving it. To start an online return process, I was asked to contact the seller. The seller was late a few days in replying by that I must send an image of the concerned area and attach it HERE. It is a chat box with no option of attaching images HERE. I replied that there is no option to attach images. It had been already 3 business days since I started the return process with no efficient response with a return label. So, I dropped it to the nearest Best Buy store to return it on Nov 20 at 10 a.m., and they issued me a return label on ***, tracking # 1Z8A10F32031860203. After it was shipped to ********, I received a message from the seller on Nov 20 at 7 p.m. asking me to send images by email!!!! I contacted the call center, who informed the seller that the item had been already dropped to the store. The seller replied that they need a confirmation from the store, for them to move to a resolution!!!!The way this seller behaves is extremely shady. The item was shipped to them and is about to reach today November 22. The seller will continue wasting my time after 5 BUSINESS DAYS of starting the return, with no offer of refund yet, no professional response and dodging to acknowledge the return.I attached the shipping label, the shipping status on *** and the chat history with the seller.
Business Response
Date: 22/11/2024
Dear Valuable Customer,
We have received your email regarding your recent purchase with us. We sincerely apologize for any inconvenience caused to you regarding your order. Please note that someone from our customer care team will be in touch with you shortly to provide you with a satisfactory resolution to your case. We encourage you to please work with our customer service agent by responding to their email so that we can end this matter amicably.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 23/11/2024

Complaint: 22592021

I am rejecting this response because:
November 22 at 11:16 a.m.: The seller received the item in its original box.
November 22 at 7:43 p.m. : The seller send me a message through chat saying "Thanks for letting us know".
What does that supposed to mean? THEY RECEIVED MY ITEM BUT DID NOT ISSUE A REFUND. THIS IS A SCAM.
Best Buy team promised to communicate with me to resolve this issue, but did not yet happen. I request AN IMMEDIATE REFUND OF MY MONEY $338.99

Sincerely,
****** *******
Business Response
Date: 25/11/2024
Dear Valuable Customer,
We noticed that you have rejected our response. Please note that our customer service agent has already notified you that the seller has been instructed to issue you a full refund back to your original method of payment. Kindly wait for 3-5 business days for the refund amount to reflect on your statement, and if for some reason you did not receive your refund within the mentioned time frame, kindly respond to the email correspondence with our agent, and they will be more than happy to provide you further assistance regarding this matter.
Regards,
Customer Care Team,
Best Buy Canada Ltd.
Initial Complaint
Date:21/11/2024
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.
Two weeks ago I ordered a phone from BestBuy Canada, delivery by Canada Post. however my phone never delivered or even got any delivery info, I have contacted Best buy's customer service and they refuse to contact Canada post nor reshipment nor Refund, the only reply I got is: " The current shipments will be delivered once the strike is resolved or once the government takes action to process shipments." I'm requesting BBB's help to get a refund or reshipment, It is totally unfair to make me wait months to get a broken product (Since months without charging will damage smart phones). My order number is Order #********** Shipping ID: *********
Business Response
Date: 22/11/2024
Dear Valuable Customer,
We sincerely apologize for the inconvenience caused to you regarding the delivery of your order. We are more than happy to assist you regarding this matter, and to give you a prompt resolution, we have assigned this case to one of our customer service representatives, who will be in touch with you shortly to rectify this issue for you. Kindly respond to the email that you will shortly receive from our customer service agent to get a prompt resolution.
Regards,
Customer Care Team
**********************

Customer Answer
Date: 24/11/2024

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,

Ziyang Xia
Initial Complaint
Date:20/11/2024
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.
On Nov 13 I purchased an open box watch for my nieces birthday. First they said it would be shipped in 2 business days. I finally called Best Buy 3 days later and I asked to stop the order because they didn't ship it on time. They sent an email to the seller and the sell deliberately didn't respond. Today is Nov 20. Received a text message stating in on its way. I also received a response to my message stating they the item is on transit and they shipped it on the 14. And it can't be cancelled. So I called fed ex and the item was shipped today. Nov 20 the deliberately didn't respond until fed ex picked it up. Another thing the is a market place seller, I wasn't aware of that. The item can not be returned to Best Buy or if it should need repair it had to be shipped back east. I asked Best Buy for the sellers contact and they didn't have any information on the cellar. The seller is AB cellular but it's also another company called OB Canada. Best but has absolutely no information on them and takes no responsibility. I have called fed ex to stop the shipment as it's still in ******* warehouse or something like that. I will no longer need this item. Also open box means not used or refurbished. This complaint misled me and I am having. A h*** of a time getting my money back. Best Buy refuses to take any responsibility because it's under marketplace but I ordered this on the Best Buy site. They were quick to take my money but now I am having a hard time getting this refund I will never ship on Best Buy again. I should o gotten it through ****** like I originally wanted to. But it being a gift for a my teenage niece it would be easier I'll for her to deal with Best Buy. Best Buy takes no responsibility
Business Response
Date: 21/11/2024
Dear Valuable Customer,
We have received your complaint about the recent purchase that you made from us. We sincerely apologize that you have still not received the product or the refund for this order. Please note that your case has been assigned to one of our customer care agents to rectify this matter promptly. We request that you please respond to the email that you will receive shortly from our agent so that they can address your concerns and provide you with a satisfactory resolution.
Sincerely,
Customer Care Team
Best Buy Canada Ltd.

Customer Answer
Date: 22/11/2024

Complaint: 22584425

I am rejecting this response because: I received no email. Best Buy doesn't help the the customer nor do the police their platform seller. Seeking legal advice

Sincerely,

Edterina ********
Business Response
Date: 25/11/2024
Dear Valuable Customer,
Our agent has previously sent you an email regarding your refund request. Please note that we are more than happy to assist you with your refund. However, you may have to return the product back to the seller. Your order was fulfilled by a marketplace seller via our website, and we have listed the instructions below on how you can reach the seller as they will issue you a return label so that you can reship the item to them. Kindly trust the process, as once you send the item back to **, you will be fully refunded by the seller. We can help reach out to the seller about your request through our online messaging portal.

To view responses or provide additional information, you can also message the Seller directly by following these steps below:

1. Visit BestBuy.ca
2. Click on "Order Status" at the top right of the page
3. Retrieve your online order by logging into your account
4. Or click on "Continue" below I dont have an account to locate your order placed through the guest profile
a. Enter your order number and email address
5. Click on "Contact Seller" and follow the screen prompts
a. If youve already started a conversation with the Seller, the message thread will be available below your order details, in which you can reply directly to the Seller about your inquiry.
6. Youll receive a response from the Seller within 3 business days.
7. If you do not receive a response after 3 business days, please click "Contact Best Buy Support" to escalate your issue.

Should you have further questions or concerns, please let us know and we'll be more than happy to assist you.

Regards,
Customer Care Team
**********************
Initial Complaint
Date:20/11/2024
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 have been unable to place an order on the Best Buy online site and despite hours spent on the phone with staff, I am still left with the same problem. Anytime I place an order, the order gets cancelled right away and I'm told it's due to verification issues or banking issues. I have checked repeatedely with my bank, credit card and continue to use the card at other merchants with no problems. Despite the problem residing on Best Buy's side, no staff member has been able to assist or even offer an explanation as to what the issue is. I have never received any notification regarding why my account can not place orders and have had this account for more than 15 years and for the majority of that time I have had no issues whatsoever. It feels discriminatory and I'm not sure exactly what the issue is, have no recourse in trying to rectify the issue as the staff are unaware and keep using the same reason when I have confirmed and verified that is not the issue. This is causing me extreme stress and inconvienience as I have been a loyal and recurring customer for decades and to now have my account unable to place any orders is extremely unsettling. Further stress is caused by not knowing what the issue is exactly.I am hopeful the Best Buy team can assist here and allow for my account to be fixed.
Business Response
Date: 21/11/2024
Dear Valuable Customer,
We have received your concern about not being able to place an order on our website. We sincerely apologize for this inconvenience and wanted to assure you that someone from our team will be in touch with you shortly to help you with this issue. We request that you please respond to the email that you will receive from our agent and work with them towards a prompt resolution.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:20/11/2024
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.
I am issuing a formal complaint against Best Buy Canada due to the negative experience I received from the company's customer service department. I bought an item during one of the Black Friday early sales sometime last week and as the item was being delivered, an error showed up from Purolator stating that I needed to have my address corrected. After contacting ********* and having them ask for me to talk to Best Buy to get the matter resolved, I complied with their demand and contacted a live ***** to handle the change. After contacting the *****, they told me that the matter was pushed to the back-end team to handle in ***** hours, the time which I provided to them to resolve the issue. After 2 days, the matter have not been resolved and I have asked Purolator which they themselves denied ever been contacted by the Best Buy team at all. I then contacted a second ***** to who they stated that the matter was escalated to the back-end team and requested me to wait for another ***** hours, which I have done again. After 2 days, I saw no change in the delivery status which brought me to the third ***** who stated that no one at Bestbuy had even touched my address or have made any attempt to resolve the ticket. He stated that he would require 24 hours on his end to resolve the matter to which nothing has changed after the fact. I am writing this complaint, first, as a way to get my delivery done as was promised when I paid for the item, and second, to let Best Buy Canada know my disdain for their terrible after-sale service and their delivery service from *********. ********* has continued to be one of the worst delivery couriers in my experience and has managed to miss multiple deliveries to my house which prompted me to pick up the order myself, which completely voided the benefit of delivery. I am writing this today to also ask for an answer of some sort, and some kind of compensation as this business has corroded my trust in it throughout the years
Business Response
Date: 21/11/2024
Dear Valuable Customer,
We are extremely sorry for the inconvenience caused to you regarding your recent purchase with us. Please note that we have assigned your case to one of our customer care associates to handle this matter urgently. Kindly respond to the email that you will receive from our agent shortly, who will work with you towards an amicable resolution.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:19/11/2024
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.
Sales **** will lie to you to make a sale. Purchased a phone to pair with an Epilepsy alert device. Purchased the insurance only because the customer service *** promised ***eatedly that I can bring the phone back and get a ***lacement on the spot. Phone broke during a seizure, went to ***lace it today to find out he lied and I have to ship the phone back. That means I'll be without a medical device until mine is sent and the other is returned. This could be weeks.
Business Response
Date: 25/11/2024
Dear Valuable Customer,
We are very disheartened to hear about your predicament regarding your recent purchase with us. Please note that to give you a prompt resolution, your case has been assigned to one of our customer service agents, and they will be in touch with you shortly to address your concerns.
Regards,

Customer Care Team
**********************
Initial Complaint
Date:15/11/2024
Type:Sales and Advertising 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.
The company is using bait and switch tactics. They have a washer online that they are advertising for ********************************************* Canada at this time. They also are falsely advertising the price as 499 however once you proceed to checkout the product becomes 608 with tax. They add a ***** shipping fee that is not mentioned anywhere before checkout and there home web page also states orders over 35 dollars are free shipping. With no disclaimer. I contacted customer service they are unwilling to provide the price advertised without shipping charge even with store pickup.
Business Response
Date: 19/11/2024
Dear Valuable Customer,
We have received your concerns about promotions and offers that are displayed on our website. We sincerely apologize if you have misconstrued these offers. Please note that someone from our customer service team will be getting in touch with you shortly via email. Our associates will be more than happy to address your concerns.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:15/11/2024
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.
The website advertises free shipping for order over $35. at check out $79 was added. When I questioned, I was told that yes I would be charged. This is false advertising.
Business Response
Date: 15/11/2024
Hi *******,

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

From what I understand, there should only be a shipping charge of $79.99 plus applicable taxes on purchases for major appliances. Free shipping may be offered as a promotion for certain items, however, if you are purchasing a major appliance, the shipping will be applicable.

I don't seem to see that you have attached an order number to your complaint, but if you were incorrectly charged the $79.99 on a non-major appliance purchase, I would be happy to provide you with a refund. I will require you to provide me with your order number or purchase receipt to take a further look.

Free shipping on orders $35 plus is only applicable to non-major appliance purchases and non-marketplace purchases. Please see the link below for a terms and conditions for this promotions.

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

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

Thanks,

The Best Buy Team
Customer Answer
Date: 15/11/2024

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:14/11/2024
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.
Oct 31 11:30 am I've paid twice for a laptop and I've been given the run around for the past 2 week as to getting the first amount back I've paid. this amount is $944.96. they keep telling me its the problem with the bank and they will get it resolved. I've waited 2 weeks and I went in today to try get it back and they told me the same thing again. I'm not impressed with this business and how things are handled. No Manager or supervisor assisting with this at all.
Customer Answer
Date: 15/11/2024
The consumer contacted BBB and stated the complaint has been resolved.

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Best Buy Canada Ltd. is NOT a BBB Accredited Business.