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:14/06/2023

  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.

  Hi, I recently purchased a ******* Pro on May 9th with extended warranty and the sales person advised I would need a Best Buy Membership. I signed up for a monthly plan and was informed I could cancel it at anytime. Now I am trying to cancel the aforementioned plan and they are advising that I have to pay $220 to cancel a SUPPORT plan. I was misinformed by the salesperson and now I have to pay for this?

  Business Response

  Date: 19/06/2023

  Hi ******,
  
  I checked with the store and our membership team and the Best Buy Membership can only be cancelled free of charge during 30 days after the subscription after that there will be a Service Recovery Fee to cancel it in the amount of $226.02 because it is a one year commitment membership. Cancelling the membership would lead to a Variance Recovery Fee for the discounted protection plan that would be $382.61. This fee is unable to be waived.
  
  I also checked with the store and I was assured that the Membership Policy is perfectly known and told by the associate that helped you with this sale.
  
  Thanks, 

  ************************
  Customer Care Associate,
  **********************
  ********************************************************************| **************

  Customer Answer

  Date: 20/06/2023

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

  1. I was never informed of the cancellation policy for Membership. 

  2. The Variance Recovery Fee of $382.61 makes no sense whatsoever. I was discounted $230 how is this variance fee greater than that? 
  
  Not only have you managed to worsen the situation but have provided 0 clarity or any reasonable solution. 

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

  Business Response

  Date: 22/06/2023

  Hi ******,
  
  The $382.61 come also from the discount you got for the Best Buy Protection Plan.
  The Best Buy Membership also gives you access to multiple perks, you can find more information here :
  *****************************************************************************************
  And finally if you cancel in one year you won't have the Best Buy membership cancellation fee but you will have to pay for the difference between the protection plan without having a Best Buy membership.
  
  *******************************************************************************************************************************************************************
  
  Thanks,
  
  ************************

  Customer Care Associate,
  **********************
  *********************************************************************| **************
  

• Initial Complaint

  Date:14/06/2023

  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.

  Dishwasher was bought Feb ********************************************** March. This got changed to June and now August. I called customer support and they said that Bosch dishwashers can take a year and there is nothing they can do. But they could have said that at the time of purchase. I've now missed sale items prices have gone up and I'm stuck with a broken dishwasher, and missing **** bucks. They should be held accountable.

  Business Response

  Date: 20/06/2023

  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 for your JIT delayed order.
  
  I do apologize for any inconveniences we may have caused on your end. As your unit is JIT (Just in Time), this means that the order is directly placed with the manufacturer. If there are any delays in the production or having the unit shipped to us, your delivery date will ultimately be pushed back.
  
  It looks like my colleague ***** has reached out to you to offer you a $200 gift card to Best Buy if you are interesting in waiting for the unit to be delivered in August 2023. Please note, as your unit is JIT, this date may still change if the manufacturer encounters further delays. Please let me know if you would like to accept the gift card and wait for your order.
  
  Alternatively, if you do not wish to keep the unit, I can assist you with cancelling your order and providing you with a full refund. You can simply make a purchase for a unit that is readily available and in stock from our website.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  ******
  The Best Buy Team

  Customer Answer

  Date: 21/06/2023

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

  I am not truly rejecting this yet but I felt obliged to respond soon and this has not been solved yet.  I've accepted Best Buys ofter (sort of) but mainly want to know:

  A) When will my order be showing up?  Talk to the manufacturer if need be.  I heard from the customer service rep I called that a year wait is a possibility and that is what started my complaint.  If it is, I want to know where these ridiculous estimates are coming from.

  B) More info on this "made to order" item I have purchased. I don't see that on my paperwork nor do I see anything that warns me that it could be a year wait like the customer rep said was possible.  She mentioned it happens often and she'd be surprised if my order showed up in August. So no, we aren't quite done yet
  

  I'm a bit reluctant to move forward without this information and I have no intention of taking a lesser model at or near the price I paid.  I spent weeks researching models and shopping around to multiple sites before I made this decision.  This is the most frustrating part because the options I had are now gone. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 27/06/2023

  Hi *****,

  Thank you for the response. I have submitted to have the $200 electronic gift card emailed out to you. You should be seeing this email within the next 3-5 business days and it will be coming from Cashstar.
  
  In regards to the delay I do certainly apologize for the delays I can only imagine the hassle of having to rebook the install so many times. We base our delivery dates on when the manufacturer is telling us that we will have the products in. Right now with pretty much all manufacturers of large appliances we have been experiencing these delays.
  
  I am not sure what warning you are speaking of. When you placed the order online there would of been an estimated delivery date would of been noted on the product page based on the area you live in however when those dates are delayed that is when we reach out to you to advise of the delay which is what has been happening. They reach out to us to advise that shipments are delayed and we reach out to the customers as soon as we receive that notice.
  
  I do apologize that you are dealing with this again we do have deliveries that sometimes show up earlier than expected and we reach out to book earlier delivery dates. I certainly hope that happens in this case. At this time you are still on track for August 11th delivery and we will keep you posted if anything changes. I hope you have a great weekend.

  Thanks,

  The Best Buy Team

• Initial Complaint

  Date:08/06/2023

  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.

  In today's world, where customer satisfaction and prompt service should be the pinnacle of any business, it is disheartening to witness the abysmal customer service provided by ********************. As a customer who has been subjected to an agonizing ordeal while awaiting a refund for a returned *******, I am compelled to express my profound anger and disappointment. Despite my persistent attempts to resolve the issue by reaching out to Best Buy on multiple occasions, their incompetence and lack of assistance have left me utterly exasperated. This complaint serves as a testament to the alarming state of customer service and the need for immediate action. Upon returning the ******* to Best Buy, I expected a smooth and efficient refund process. However, my optimism quickly transformed into exasperation as days turned into weeks, and weeks into months, with no sign of my refund. This unacceptable delay has not only hindered my ability to move forward with purchasing a replacement device but has also caused significant financial inconvenience. It is beyond comprehension that a reputed retailer like Best Buy can neglect the very essence of customer satisfaction. In my quest for a resolution, I have tirelessly contacted Best Buy's customer service representatives on numerous occasions. The responses I received were far from satisfactory, ranging from unhelpful automated messages to disconnected calls. It is mind-boggling to witness such a blatant disregard for customer concerns and a lack of urgency in addressing them. The value of a customer's time and trust seems to hold no significance to Best Buy. By failing to provide a timely refund, Best Buy has demonstrated a complete disregard for its customers. The company's inability to fulfill its basic obligation to refund customers' money not only tarnishes its reputation but also violates the trust placed in it by consumers. It is imperative that Best Buy acknowledges the gravity of this situation and takes immediate action.

  Business Response

  Date: 15/06/2023

  Hi ****,
  
  Please accept our sincere apologies for the delay.
  
  We represent the Best Buy Customer Experience Team.
  
  We wanted to contact you to let you know a full investigation regarding your ******* return is in progress. We will try to complete the investigation as soon as possible and provide you with a resolution.
  
  We really appreciate your patience. If you have any questions, please feel free to contact ** by replying to the email sent to you via *****************************************.
  
  Thanks,
  The Best Buy Team

  Customer Answer

  Date: 15/06/2023

  
  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:07/06/2023

  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.

  in January, my husband and I signed up for the Best Buy membership plan. You get free shipping and save 80% on warranty. We bought a TV and it was shipped to our house within a couple of days. Since then we have been paying $20 some a month for this membership plan. There's a big problem with this membership plan for my husband and I and I have made numerous calls trying to get the membership canceled and my money refunded. In May, my husband and I had to purchase a washer as ours had broke. We went to Best Buy as they had the best prices around and when we went to order the washer and pay for it, the salesman told us that he could not deliver the washing machine as we lived 7 km outside of their delivery zone. I stated to him there has to be a mistake because we just bought a TV and it was delivered to our home. He said that's a separate delivery service and it happens once a month IF they have enough deliveries to make. He said the only way we could get this washing machine is if we waited a month for delivery or we would have to take it home ourselves which we can't because we don't have a truck. So obviously we didn't purchase the washer, we had to go somewhere else. Now the problem is that we cannot use this membership as we live outside delievery area and the warranty is not useful either as we can't have anything delievered. If we do want to wait approx a month for delivery so the membership is of no use to us at all and we are paying 20 some dollars a month for this membership fee. The membership was misrepresented at the Best Buy store in ******* and the employee should have checked our location before trying to sell it to us. I want my Best Buy membership canceled and I also want my money back that I have been paying per month since january. I've called the store no help, I've called Best Buy customer service no help, I got a reference number but they told me to go back to the store. I want my money back and the membership canceled. Ref # ********

  Business Response

  Date: 08/06/2023

  Hello, 

   

  I have informed the customer that they can call the ************************** number to have their monthly membership cancelled. 

   

  Thanks,

  **********

  Best Buy team

  Customer Answer

  Date: 09/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have called The geek squad number three times now and the first call I was given a reference number, the second call I was told to go directly to the Best Buy store and talk to them about it there. I live an hour away so it'll cost me gas money just to drive back to talk to the store about it. The second time on the phone I was actually told that the person in the store, the employee, was probably just trying to make a sale on the membership.  They never said anything about our location they never checked the location and when we went to purchase a washing machine we couldn't do it because they couldn't deliver it. So what's the point in paying $21 a month for a membership that I can't use? I want it canceled and I want all my money refunded from january. You can't sell people memberships and have them pay monthly for something that they can never use. The third time I called The geek squad number they told me on the phone to call ***. One of the sales people at the Best Buy store in ******* did not check my location well enough, just wanted to make the sale of the membership and for the last few months I have been paying so much money a month for no reason. We cannot use the membership we cannot benefit from it we live too far outside of the delivery zone and we do not own a truck. The membership does not work for us it was misrepresented just to make a sale and I've called this number three times now this is why I chose to go through the bbb. All I want is my money refunded to me from these months I have been paying and I want my membership canceled. Every time I call that number they make a different excuse. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 13/06/2023

  Hello, 

   

  Our head of Geek Squad informed me that the customer would need to cancel the membership on their own, pay the Service Recovery Fee that is required by all customers if cancelling after 30 days and seek compensation from the store.  Thats the correct path the SRF is a legally agreed contract term that we enforce with all customers. We also cannot offer a refund from previous months, it doesn't work like that. 

   

  Thanks,

  **********

  Customer Answer

  Date: 14/06/2023

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

  They are telling us to go back to the store to get our money back but we have to pay a cancellation fee? This membership was misrepresented to Us by the employee of *********** Best Buy store. The employee did not properly check our location to see if we can have anything delivered to our home. We can't. The employee made a mistake when he sold us the membership. I don't care what I had signed, this is not my fault as a customer this is the employee at the ******************** store in ******* fault. He was trying to make a membership sale and was pushing the percent off the warranty plus free shipping. When we went back to purchase something else we couldn't get shipping therefore we couldn't buy the item therefore we couldn't get the warranty. This membership is of no use for us and it was the employees fault not ours. If this doesn't work through the BBB then I will be going to the consumer protection agency of canada. Customer should not be punished for an employee's mistake. The Best Buy store in ******* needs to deal with the employee and I will be going to the store and also bringing in the employee's name with me from the receipt that I have. But head office should be dealing with this.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 15/06/2023

  Hello, 

   

  Our internal team has cancelled the membership on our end and the service recovery fee has been waived, as a one-time exception. I have also compensated the customer with a $100 e-gift card for the inconvenience. 

   

  Thanks,

  Komalpreet 

  Customer Answer

  Date: 17/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was recently emailed from I believe the same person and I was given $100 Best Buy gift card and the fee waived. My membership was also canceled. I just want them to respond to this stating that yes it was so that the membership was canceled no cancellation fee and I received $100 Best Buy card for my issue. Thanks 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 20/06/2023

  Hello, 
  
  As mentioned in my last response, our internal team has cancelled the membership on our end and the service recovery fee has been waived, as a one-time exception. I have also compensated the customer with a $100 e-gift card for the inconvenience. 
  
  Thanks,
  Komalpreet 

• Initial Complaint

  Date:07/06/2023

  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 purchased a printer in 2020 and bought a 4 year warranty protection plan from Bestbuy. Two years later, I started having problems with the printer, I reported it and was sent a waybill and instructions on how to return the product for a gift card for the amount I purchased it. The item was returned and received by bestbuy on March 24, 2023. I was advised a gift card (GC) would be emailed to me in 1-2 weeks. It is now June 5, 2023 and I have not received anything. I had called Bestbuy customer service on May 23rd, and they advised they escalated the matter and I should receive the GC in 5-7 business days. Nothing was received. I called back to complain and request a manager call back. I was advised I would receive a call back from a manager in 1-2 business days. No call was received. I called back on June 5, 2023 and a very helpful agent advised they will work on getting me the gift card but ******** **** *** ******* *** ***** ********* ** *** ******* **** ****** This is a very poorly managed company with flawed processes and policies. Management takes absolutely no accountability. There only goal is to sell these extended warranties with no follow up or commitment to the customer.

  Business Response

  Date: 13/06/2023

  Hello Team, 

   

  The customer has received her gift card. Attached is the email confirmation from our internal team confirimg that the e-gift card was sent to the customer on June 8 and she received it yesterday on June 12. 

   

  Thanks,

  ********** 

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 28th, I paid for a 65" tv at Best Buy, Belleville. I was assisted by Rebecca.. I asked if the tv can be held in store until I moved to my new place. She said yes, and said it wouldn't be a problem. She mentioned that the delivery is free and tv mounting would be an additional $50. I said I will consider about it.Today (June 7th) I went to the store to schedule the delivery. The manager said I was given the wrong information and delivery would cost $80. I asked him to honor Rebecca's word. He said no and suggested I should refund and order online to get it shipped for free from Toronto. My house is 2km from the store and Toronto is 200km away! I asked, so I cannot have my tv, even though I have paid for it?" He said yes.I would like Best Buy to honor the words of its employee during/when the purchase is made.

  Business Response

  Date: 13/06/2023

  Hello, 

   

  The store team at Best Buy store 989 informed me that the tv has been picked up by the customer on June 9th, 2023. Also, they informed me that they informed the customer about how our deliveries work and explained that it is a service we offer for a fee (delivery is not free). This Client has been to their store multiple times over the years and has had similar issues with a negative outcome.  

   

  Thanks,

  Komalpreet 

• Initial Complaint

  Date:06/06/2023

  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.

  Trying to contact an associate or even the customer service department at our local store in pretty much non existent. You have to call an 866 number and have them pass your question or concern on to the store who will, maybe, get back to you in 24 to 48 hours. This is unacceptable if you are calling for an issue that you need an answer to right away, not in 24 or 48 hours.When you call the number listed there is no option what-so-ever, to even talk to someone in the store. Clearly, they have no concept of what customer service means and, obviously, do not take customer service seriously anymore. Also, our local store does not open until 11 am. Most of the stores in our city are open by 0930. When 11 am comes, I have completed my running around and have returned home to do things around the home. I should not have to wait until 11 am for the store to open to be able to access their store. As a result of this, I will not be dealing with their store or buying anything from them again. I refuse to deal with companies that do not have any respect for their customers and have no desire to talk to customers when they have questions.Thank you.

  Customer Answer

  Date: 06/06/2023

  I contacted the store on Saturday, June 3, 2023 around 1525 hours.

  I made about 3 calls in a 10 minute span of time and went through the automated messaging system in an attempt to talk to an associate.

  There was no option to talk to anyone at the store.

  I ended up contacting someone at the call center and explained my issue and was informed that I could leave them the information and they would pass it on to the store and they would get back to me in 24 to 48 hours.

  Thank you.

  Business Response

  Date: 09/06/2023

  Hello, thank you for the feedback.
  
  Our call center associates are trained to handle almost every question you could have. Since Best Buy would like to give an amazing in-store shopping experience to our customer, the store employees are 100% dedicates to that experience. That's the reason why we have a the call center team to support the store team. In the rare occasions that they can not assist they will open a case for the store to follow up with.
  
  As to why that particle store opens at a 11am, this is something that is constantly reviewed by head office. We have determined that is an appropriate time for that store to open. I have noted your feedback and it will be taken into consideration the next time this is reviewed.

  Thanks again,

  *****

  Best Buy

• Initial Complaint

  Date:30/05/2023

  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.

  On may 3rd I received a ****** all in one computer (storm grey) what I got vs what was advertised was not the same. Upon inquiring was offered a replacement computer, but when that new computer arrived, it too was the same. The wireless keyboard and mouse that was advertised was not the same. Why cant I get what I choose and paid for from your website. Why advertise something and send customers something else.

  Business Response

  Date: 05/06/2023

  Hello, 
  
  We are very sorry that the item you received was not the item you have ordered. We have reached out to you to request more information about the item you received instead of what you ordered so we can further assist you. Unfortunately, if we do not have photos, or a serial number/ model number for the item you received, it is very difficult for ** to tell if the item was different or if there is an error of advertising on the product description on the website. It is not our intention to send customers the wrong item so we would really like to make sure you have the correct product you are looking for. Once we have more information from you (the customer), we can proceed with a resolution. We are very sorry again for this situation and hope we can resolve this as soon as possible. 
  
  Thanks, 

• Initial Complaint

  Date:26/05/2023

  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 purchased a brand new washing machine on May 22nd for installation and delivery. During the checkout process, I was given the option to purchase additional items/services. One such item, washing machine hoses, is listed as "Parts (Required)" and carries the further warning "You'll need the following parts: You need brand new parts so we can hook up your appliance.". These additional hoses cost $46.99 before tax. See attached images.
  
  I declined this, as I already had hoses on hand. I received a call from the Best Buy concierge ahead of my appointment who asked if I had hoses. I said yes, I had hoses and the only stipulation given to me was that they be "brand new", which they are. Today, the delivery team refused the installation as the hoses were plastic and not metal. In a further call with best buy, they confirmed that yes, the hoses must be metal to be installed. However, upon installing the washing machine myself, I opened the drum to find plastic hoses inside that came with the product. A call to Best Buy again was met with confusion and I was told that the hoses don't have to be metal and any hoses will do.
  
  There is either an issue with communication, or policy implementation at Best Buy. However, either way, Best Buy is firmly telling consumers to purchase an additional - expensive - item they don't need in order ensure delivery and installation. They are then providing conflicting, or incorrect information, to the consumer when questioned. Upon speaking to the delivery company, they assured me they don't have a policy in place over which hoses need to be supplied, only that they are supplied new ones, which I had.
  
  For me, this was an annoyance. For others who aren't as fortunate, this could be a loss of money needed for food, bills etc. I do think, this is intentionally very misleading and will lead to unnecessary purchase of additional hoses purely to gouge customers for extra cash.

  Business Response

  Date: 30/05/2023

  Hi ****,
  
  
  This is Carmen 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 (BBB). 
  
  Please allow me to apologize for any misinformation you were provided by various agents you have spoken with. 
  
  I have directly been in contact with the carrier team and they have informed me that washer hoses must be made of metal. If the hoses are plastic, the team will not install them due to liability issues. 
  
  This is part of their standard operating procedures and cannot be changed.
  
  Despite this, I don't want to give you the notion that the hoses must be bought from us. As long as the hoses are made of metal and are brand new, the carrier team will be able to perform the install.
  
  From what I can see on your order it looks like you have purchased laundry stacking as well. Unless a new dryer unit was purchased on a separate order, the carriers cannot stack an old unit with a new unit together, nor can they stack units purchased from different retailers.
  
  What I can do for you is I can provide you a refund for the stacking charges that were paid for as this service was not completed. Please let me know if you would like the carriers to return for installation as well.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.
  
  And once again, I do want to apologize for any conflicting answers you may have been told by the various agents you have spoken to in regards to your inquiries.
  
  Thanks,
  Carmen
  The Best Buy Team

  Customer Answer

  Date: 30/05/2023

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

  Ultimately, they made no effort to attempt to resolve the matter. They blamed the delivery company, who called me on the day of the installation to ask why their automated survey rating from me was low. At that time, they explained it is not their policy to use metal hoses only. Additionally, I don't understand (even if this is the case) how they can contract to a delivery company that does not support the installation of the products they sell. This is misleading/misrepresenting the delivery they offer and a violation of the consumer rights I'm guaranteed in my province. 

  The consumer rights act states they are misleading/misrepresenting if they are "promising to deliver a service or product when they know or should know that it’s not possible". It is not possible to install a product with all the parts supplied, as they say, the delivery company will not complete the installation (a service offered by them) without metal hoses. Even if this is true, which I know it is not, Best Buy should be aware of this disconnect with their delivery supplier and warn the customer appropriately before purchase. 

  Hi, please also see the response I also sent to Best Buy Below. 

  "Hi Carmen,
  
  
  I appreciate your response here, but, unfortunately, it doesn't resolve, or even really address, my complaint at all. 
  
  
  My concern is, largely, with the misleading information listed surrounding the "Required" purchase of additional hoses during the checkout process. The website checkout process for the washing machine services lists the - extremely expensive - hoses from you as "required to complete the installation". This is misleading, as the machine itself comes with parts, and I believe it is intended to persuade people to purchase additional items in order to complete the service. 
  
  
  Your concierge call to book the appointment also spent a lot of time ensuring that I had new hoses. I told them I had some already on hand and they pushed me to make sure I had ones that worked. I find this to be indicative of the fact that this is a predatory purchase for unsuspecting buyers to spend more money with you. IN addition, my own new  washer came with hoses, and nobody confirmed this with me. Why tell me I need "required" items, if the washing machine itself comes with them? If it's information listed on the website, the concierge should be aware and, instead, confirm that with the end-buyer. 
  
  
  In addition, your delivery provider actually called me after I provided the survey results later in the day last Friday, and confirmed to me over the phone that there is no requirement on their end that the hoses must be metal. This came from their delivery office head, who apologised to me and confirmed this is not policy at all by his team. This completely contradicts your defence here. Additionally, even if this is the case (which I know it isn't), why would your concierge team not make the end-buyer aware of this? Why would you contract out to a team that is not following your policy, and does not hook up appliances and parts that are provided directly from you? 
  
  
  The requirement of an additional purchase to receive the "free" installation of the product is a misrepresentation under the consumer rights act by "promising to deliver a service or product when they know or should know that it’s not possible".
  
  
  I have already received a refund for the services not rendered by your team, and have completed the installation myself (at further cost to me, as I had to purchase the tools necessary to do so, and spent my Friday morning going to a Canadian Tire location to purchase these). 
  
  
  
  Ultimately, this response has also displayed a complete disregard for my time and the concerns that I have raised, as it does not address the root cause of the issue. I look forward to a more substantive response. Alternatively, please feel free to give me a call on 416-574-2782 to discuss this further. 
  
  
  Best,
  **** ********
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:24/05/2023

  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 number ********** Order was placed on May 7, 2023. Best Buy engaged ***** to deliver the order to my home.***** indicated delivery attempts at times when I was home and they were in fact not attempting delivery.I contacted Best Buy support on multiple occasions between May 12 (expected delivery date) and today (May 23) and received conflicting information. One person I spoke with indicated the order had been returned to Best Buy and I would be refunded. I have not been refunded.Another person I spoke with indicated the order would be delivered within ***** hours. It has not been delivered.Another person indicated I needed to speak with *****. Upon speaking with ***** I was redirected to Best Buy for resolution.On May 23, I received an email notification confirming that my order had been delivered. It was signed for by an individual I do not know in the wrong city. That individual now has my $600 order and Best Buy refuses to resolve the issue.

  Business Response

  Date: 26/05/2023

  Hello,
  
  
  I hope this email finds you well. I am writing to sincerely apologize for the inconvenience caused. Our warehouse has notified me about the return, and I want to assure you that I am taking immediate action to rectify the situation.
  
  To address this issue, we have processed a full refund back to your credit card. Please note that it may take 3-5 business days for the refund to be reflected on your card statement. I understand that this unexpected outcome may have caused frustration and disappointment, and I deeply apologize for any inconvenience this may have caused.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  
  
  Best Buy Team
  
  Best Buy Canada Ltd. BestBuy.ca
  
  *****************************************

  Customer Answer

  Date: 26/05/2023

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