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.

  B 10232 E Whalley Ring Rd Surrey, BC V3T 4H2

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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:16/05/2023

  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.

  Best Buy order# ********** On March 30, 2023 I purchased a Quickbooks accounting software online download from Best Buy received an email with a key code and links to activate the software. The links takes me to the Intuit Quickbooks activation page. Need the license and product numbers to activate which I have never received. Called Best Buy customer service on April 5th, 2023 for the license and product numbers. ******************** customer service rep said they will send the license and product numbers. Instead, received the same email as the original with the same links.On April 11th, I went to the Best Buy Store in ********, ****, requested refund and wanted to purchase a physical QB software box from store. Customer rep told me they cannot refund because it was an on-line download even though I wasn't able to activate the software. They put me on the phone with another customer rep, I explained i needed the ******************** numbers for my order, verified my order and assured me they will send the information. Nothing! No information was sent to me.On April 18th, used the Best Buy online chat option with customer service rep ****** Y. I took screen shots of our on-line chat, he verified my order and told me he will have forward the information to their backend team. I thanked him and logged off waiting for the information from Best Buy. Nothing! Again no emails or physical contents mailed to me. On May 11th, I logged into Best Buy customer service again this time with customer rep ****************** I went through the ordeal again, verified my order and was told to call Intuit Quickbooks at **************, told me if I provide Intuit with the key code they will provide the product & serial numbers to activate my software. I called the number, Intuit could not provide the information, told me to contact Best Buy! Best Buy has charged me $392 on my credit card and has failed to provide the information needed to activate the software.

  Business Response

  Date: 24/05/2023

  Hello,
  
  
  I hope this email finds you well. I am writing to sincerely apologize for the inconvenience and frustration you have experienced in trying to activate the QuickBooks accounting software you purchased from Best Buy. I understand how important it is to have access to the license and product numbers to utilize the software effectively.
  
  First and foremost, I would like to apologize for the miscommunication and delays in providing you with the necessary information. It is certainly not the experience we strive to deliver to our valued customers, and I deeply regret any inconvenience caused.
  
  Upon reviewing your case history, I can see that you have made several attempts to obtain the license and product numbers to activate your QuickBooks software. Unfortunately, we have fallen short in addressing your concerns and providing a satisfactory resolution thus far, and for that, I sincerely apologize.
  
  To ensure that we rectify this situation promptly, I kindly request that you provide ** with the receipt of the QuickBooks software you purchased from our store in ********. Having the receipt will enable ** to verify your purchase and take appropriate actions to resolve the issue effectively.
  
  Please attach a scanned copy or a clear photo of the receipt to your response email. Again, I deeply apologize for any inconvenience caused and the frustration you have experienced. We value your business and are committed to resolving this matter to your satisfaction. Thank you for your patience and cooperation in providing the receipt.
  
  
  Regards,
  
  Best Buy Canada Ltd. BestBuy.ca
  
  *****************************************

• Initial Complaint

  Date:12/05/2023

  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 #**********
  Date of Transaction - May 6th - ordered online
  I have repeatedly contacted the company asking for the order to be resent. The item has been lost by *********. I've contacted them myself and they do not know where the package is. I was told by best buy 5 business days. I waited their 5 business days, and now they tell me to wait again. I have paid over $200 for an item that has not been delivered. I just want it delivered! I don't want my money back. I don't want any special treatment. I just want what I have paid for. I really do not understand why this is so difficult. Clearly the issue is with the carrier, and by looking online, this is a repeated issue with the company. Maybe it's time to switch shippers. Regardless, this is not my fault. They can recoup the money from ********* -- just send me what I have paid for!

  Business Response

  Date: 15/05/2023

  The item was purchased on May 8th. Today (May 15th) ********* is reporting the item is on vehicle for delivery in New Brunswick. We must allow them time to complete this task. 5 business days is not an unusual amount of time for a delivery. If no updates are provided for 5 business days we will be happy to investigate.

  Customer Answer

  Date: 16/05/2023

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

  This is kicking the can down the road.  I spoke to an individual who assured me that IF the package was not received by Monday, May 15th, that a process would be started that would get me a replacement.  Conveniently, immediately after asking for the item to be resent on Monday morning, there was suddenly an "update"  (which was not there moments before I contacted Best Buy) that it was out for delivery, so they assured me it would be there by end of day.  I once more checked the online tracking and it showed the wrong city, so I knew this was false and I knew I would not receive it.  But, Best Buy once again made me wait,  and, to no surprise, it was not delivered.  The tracking was updated at 4:30 to say "unexpected delay" and once again, it has no expected delivery date according to the screen.  I am tired of being played for a fool at this point.    Best Buy policy, according to one agent (after being lied to by another agent who said to contact Saturday May 13 to get the item resent) said that 5 days after the expected delivery date is when I can get an item resent or refunded and an investigation will open.  To be clear, it has now been 10 days since I placed the order.  It has been 6 days since the item was supposed to have been delivered to me.  I do not have the package.  Best Buy has shown absolutely no intent to help me get my item I've paid for, nor even apologized for the nonsense I have been put through. It is absolutely no wonder the company is having a hard time competing with ******.  Not once have I been argued with, lied to, or been made to feel a fool by ******. I cannot say this of Best Buy. The customer service on this has been deplorable, I have been repeatedly lied to by your company, and I still do not have the item I paid for.   I have paid for an item, and I expect to receive the item I have paid for.  At this point, I can't even tell you where that item is, despite having to open a file with ********* directly myself since Best Buy refused to help.  Even ********* has acknowledged something is wrong.  Not Best Buy.  I want my package, immediately.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 16/05/2023

  Item delivered today at 1:43pm, as reported by ********* tracking ************

  Customer Answer

  Date: 17/05/2023

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

  The package is NOT delivered.  I see it's been updated as delivered - attached.  I see it is apparently delivered to my address.  I see it also says Fredericton (I do not live in Fredericton).  I have surveyed my neighbours to see if it is there an no.  So no.  Not satisfied.  No delivery and not surprised.  This has been a horrific experience.  No item and I am out $241.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 18/05/2023

  I do see ********* reported on Tue. May 16th at 1:43pm the package was delivered "FRONT DOOR of ****** ******** 8 LOWER RD, E7M4L5" and the destination "LOWER WOODSTOCK, NB" with a Receivers Signature that appears to be the name ******. I can open a Lost Shipment Investigation with ********* since you claim you did not receive it. This can take up to ten days to process and we may request a Police Report. Please stand by. If you have any update or information that can assist us in this investigation, please notify us as soon as possible. Thank you for your patience and co-operation.

  Customer Answer

  Date: 23/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the response was NOT acceptable - the parcel has been found in a bunch of weeds off the side of the porch.  I will also share that the signature was forged by someone - that is NOT my signature, and not even HOW I spell my name.  What it appears is that the package was thrown (box damaged).  No one knocked on the door, I was home all day.  Truly a horrific customer service experience.  I will adequately take to my social media to let people know to stick to ******.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/05/2023

  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.

  Ordered online May 3rd/2023
  Order Number **********
  Order came/processed thru Best Buy #***
  Order $137.33
  Best Buy has DOUBLE CHARGED me for this order. $137.33 transaction was posted to my account on May 8th, 2023. However, I continue to have an additional charge $137.33 on hold thru my *** account and those funds are still currently being held. *** banking agent confirmed to be on the phone that this amount was double charged. Because Best Buy did this and those funds are being held and un-available, it will cause other payments in my account to come back as NSF as a result. This double charge will result in $137.33 being held from my account for 5 business days. Find this double charge to be totally unacceptable, spoke to Best Buy agent and told it would be escalated and would take 48 hours for a response. I also asked if Best Buy was going to compensate my 2 NSF charges I will incur from *** because of their double charge/mistake. He didn't answer the question. Horrible experience all around, have never had a on-line purchase double charged. Some kind of compensation should be given as they put me into a jam.

  Business Response

  Date: 11/05/2023

  Hi *******
  
  
  Thank you for contacting us regarding the billing for your order. I am sorry to hear you are seeing double charges on your purchase.
  
  We have looked into this and have been able to verify only one payment has been taken.
  The only posted transaction we have on record is from order ********** from Store *** totaling $137.33.
  
  The additional charges you see are very likely pending pre-authorizations on your card from another store that attempted to accept your order but was unable to. I can confirm on my end no transaction was processed, however you may see pre-authorizations from up to 10 business days from point of creation.
  
  Generally, authorizations last for up to 10 business days, so they will be automatically removed by your card provider by that time. I hope you will see them removed sooner than later.
  
  If you have any further questions, please do not hesitate to reply to this email.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 12/05/2023

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

  1 payment was taken out and posted.  But an ADDITIONAL one for $137.33 was taken and the FUNDS were put on HOLD and not available to use out of my account for 5 BUSINESS DAYS.  Resulting in other transactions in my account not being able to go thru.   Is Best Buy going to reimburse 2 NSF charges that resulted because of their gaffe.  

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

  Business Response

  Date: 19/05/2023

  Hi *******
  
  We appreciate how frustrating this can feel.
  
  Regarding the current situation, the way that financial institutions authorize and process transactions varies by provider and is not influenced by Best Buy. If you have any difficulties with a particular transaction, we would encourage you to follow-up with your financial institution to have that addressed
  
  As a one-time good will gesture, we would like to offer you a $150 electronic gift card and have it sent to [email protected]. Please confirm and we can have the card requested for you as soon as possible.
  
  If your institution does have holds of this nature when making purchases, we would advise being mindful of this process in the future to avoid future financial complications.
  
  
  Thank you for your time and patience,
  
  The Best Buy Team

• Initial Complaint

  Date:08/05/2023

  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.

  Order DateApril 12, 2023 at 10:11:19 PT Order Number********** items i bought ***** ****** ** *** 128GB - Deep Purple - Unlocked $1399 Quantity: 1 Web Code: ******** I am so ****** and regret ordering from best buy had very bad experience dealing with customer service reps its been almost 3 weeks since I am struggling to get my money back on return I am left with no choice but to spend countless hours on the phone with customer service, trying to resolve the issue .Unfortunately I return this item on April 16, 2023 as a personal choice now I had to suffer with loss ,But despite of my efforts, I am still left without my hard-earned money. It's not just the financial loss that's frustrating, but the feeling of betrayal and disappointment that comes with it. It's time for best buy to step up their game and honor their return policies, treating their customers with the respect and fairness they deserve. I would appreciate it if you could provide me with an update on the refund process and when I can expect to receive my refund.I hope that we can resolve this matter promptly and that we can continue to maintain a positive relationship moving forward.Thank you for your attention to this matter.Sincerely,***********************

  Business Response

  Date: 08/05/2023

  Hi *****,
  
  
  This is ****** reaching out to you from the Best Buy Customer Experience Team!
  
  We have received a complaint that you have filed with the Better Business Bureau in regards to a missing refund for a product that was returned.
  
  I have opened an investigation for you as I can see that the tracking indicates that your order was delivered on April 21, 2023. I have reached out to our depot for confirmation of your package as well since normally, a refund will be processed within 10 days of our depot receiving the return unit. I do ask for you patience in the mean time as we wait to hear back from the respective teams. Please allow **** business days for ** to receive the investigation results.
  
  If you have any questions or concerns in the mean time, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  ******
  The Best Buy Team

  Customer Answer

  Date: 08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: no resolution has been given i regret being a best buy customer ridiculous support . 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 15/05/2023

  Hi *****,
  
  Apologies for the delay in getting back to you.
  
  I do want to assure you our team is looking into your returned order. As the investigation is in progress, I do ask you to wait for the full 10 business days that the investigation may take. I will advise you as soon as it has been completed.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 22/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It has been more than a month since I returned the item, and I have yet to receive my refund.
  I followed all the necessary procedures for returning the item, and it was confirmed that the item was received by your store. However, I also waited timeline of 10 business day given by you, despite multiple follow-**** I have not received any update on the status of my refund.
  This situation has caused me a lot of inconvenience, and I feel that my trust in your store has been misplaced. I request that you look into this matter urgently and provide me with an update on the status of my refund.
  I hope that we can resolve this matter quickly and amicably.
  Sincerely,
  
  ***********************

  Business Response

  Date: 26/05/2023

  Hi *****,
  
  
  Thank you for your response!
  
  I am reaching out to provide you an update as promised.
  
  The team has gotten back to me, however, they have informed me that the investigation will require require more time. As soon as I hear back from the team, I will advise you on the next steps.
  
  I do thank you for your patience in the mean time.
  
  I will be here to assist you should you have any questions or concerns.
  
  Thanks,
  ******
  The Best Buy Team

• Initial Complaint

  Date:05/05/2023

  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.

  ***** smart sock - purchase date 11/11/21 from Best Buy - stopped working correctly April 30 /23 . Contacted customer support state its outside of customer warranty and to purchase a new replacement. This item cost $399 should last more than 16 months. Further discussion with customer service revealed this device has been discontinued due to *** regulations and not authorized to sell a medical device when it was marketed as one at time of purchase. This was the sole reason this item was purchased.

  Business Response

  Date: 08/05/2023

  We are no longer the distributor for *****. Please ensure this does not affect our account in any way.

   

  Customer Answer

  Date: 31/05/2023

  This product was bought at Best Buy Canada in November of 2021. The receipt is attached to the original complaint. When we spoke to the supervisor at Owelt in March 2023 they indicated that the product had already been recalled and should not have been able to be purchased. When they disclosed this information I requested a full refund as I felt that I was not sold the product advertised and they declined. 

  Business Response

  Date: 31/05/2023

  Hello, 

  Unfortunately, we cannot issue the customer a refund because the item is outside the return period of 30 days (purchased in November 2021). In addition, the manufacturer's warranty is not valid now either because its been over a year since item was bought. The customer stated the item stopped working now in April 2023, so it was working this entire time. 

  Customer would need to get it repaired elsewhere or purchase a new item as it is available on the seller's website and is now *** approved. 

• Initial Complaint

  Date:03/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my 3 damaged appliances from Best Buy. The fridge was left outside without a box and it had not been transported in a box. The two others range and dishwasher came in broken boxes (as seen on the delivery invoice given to me). The range and the fridge are very damaged and dented and l’m not sure that the manufacturer’s warranty will be applicable. The items were ordered on February 11th and l just received them. I sent them pictures of the damages and told them do Not want an excess l’ve waited too long. I want a refund or at least 50 percent of each damaged item and l will be keeping them. They may not function properly in a few months beca if the damages this is why l want a refund. They wanted to give E-gift cards for 165.00. I want a refund on my original method of payment, credit card and at last half the cost of the fridge and stove. Here are pictures of the damaged appliances and how they were left on my driveway. Totally unacceptable!!

  Business Response

  Date: 08/05/2023

  Customer has  accepted $160.00 off the fridge and $140.00 off the range for the damage found back to the method of payment for keeping the unit AS IS - Case ******** have been created for the customer on Best Buy side that had been in contact with the customer.

  Thank you for bringing this to our
  attention.
  
  Thank
  you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 08/05/2023

  
  
  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. However, l still think the damages were very extensive. The fridge didn’t even come in a box and having to accept large appliances curbside is unreasonable. The refund should have been more but l accepted it anyways. Best Buy agreed to refund me the tax as well, which comes to 345.00. This is the amount l agreed to with them. 
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:03/05/2023

  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.

  Used their Geek services for my computer for years. payment is taken out monthly. Went to have them do a service on my computer, which they go in and speed up and clean up, but it would not work.. called them and they said my account was in arrears. told them it could not be as they take out monthly, told her to send me proof by email, she refused, told me to go to some portal, explained I had geek squad because i was not computer savy. She said that i missed a payment last year. reminded her that it was this year, again asked her to send me info and she refused. Asked for a supervisor to call me, this was April 14, 2023 and they still have not called me back. Went into store after 8 days and tried to speak with person at counter, who said they could only put report in, that they could do nothing. Called and spoke with Best Buy customer service and she was nice, gave me another number to call and she said she would register complaint. I called the new number, but was told i was still in the que for a call back. unable to speak with supervisor. Cancelled services, but told her I still wanted to speak with supervisor. Still have not heard back. Called Best Buy again today and now he says missed payment was april 2021. He kept saying he was sorry but said there was nothing he could do. I Asked to speak with supervisor again, after much prodding, he said he would esculate, but could not quarantee that someone would call me back today. He said the supervisor would only tell me the same thing and that no refund for services would be granted.
  
  Can you please help me with this? I have never had such poor service. They did not care about this at all., even though they were at fault and that they had collected more for service than I had spent on computer.
  
  Thanks. *******

  Business Response

  Date: 04/05/2023

  Hi *******,
  
  This is Carmen reaching out to you from the Best Buy Customer Experience Team!
  
  We have received a case in regards to a complaint you have filed with the Better Business Bureau.
  
  I am reaching out for more information in regards to what happened as it sounds like you were told there was an issue with the Best Buy Membership on your account. I am also wondering what kind of resolution you are looking for as it is not too clear in your complaint.
  
  If you have any receipts for any of the purchases for the services mentioned in your complaint, please provide that for me as well. Please also provide me with the phone number and name that is associated with your Best Buy Membership so that I can inquire more information for you.
  
  I will be reaching out to our Geek Squad team for assistance as well, and as soon as I hear back I will keep you posted.
  
  Please let me know if you have any questions or concerns in the mean time.
  
  Thanks,

  The Best Buy Team

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have offered me no compensation or explanation of why they treated a loyal customer like this.     I had wanted to stay with them, but they still have not called me.  I cancelled services.   I want a refund of services from the date they say there was a delinquent payment.    I want a formal apology for their error and hope they improve for customers in the future. 
  

  
  
  Sincerely,
  
  
  
  ******* Coulson

• Initial Complaint

  Date:26/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a **** **** tv with best buy protection (their warranty) which was delivered on Feb 1 2023
  On the day of the purchase we asked about the extended warranty plan and they sold us their best buy protection plan and told us it covered everything including any damages. We were not presented with any other warranty options.
  
  In April 2023 we noticed an issue with the tv and we were told by **** (manufacturer) that the issue was caused by physical damage due to pressure that was applied. The only people that touched the tv were the best buy installers.
  
  When we raised the issue with best buy they told us we were not covered and should have bought the warranty with physical damage option which we were not presented.
  
  We feel that we were ******* into buying a warranty that does not offer any protection and now we have a defective tv

  Customer Answer

  Date: 26/04/2023

  The consumer contacted BBB and stated the complaint has been resolved.
  

  
  

• Initial Complaint

  Date:25/04/2023

  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.

  I am furious about this misleading advertisement! When I received the desk, I was shocked to find that it had two separate surface pieces instead of one. This crucial detail was neither visible in the BestBuy marketplace image nor mentioned in the description. This is far from a standard feature, and it's the first time in my life I've seen such a ridiculous design, which is utterly impractical for writing.
  
  The box remains unopened and in its original condition, yet the seller initially refused to accept the return. Only after I cited BestBuy's policies did they begrudgingly agree to make an "exception," but they still won't refund a significant portion of the shipping fee and expect me to cover the return shipping costs as well. MotionGrey needs to take responsibility for their deceptive product, accept the return of this desk, and provide a full refund.

  Customer Answer

  Date: 14/04/2023

  Your system is not functioning. I cannot see what type of clarification you need.

  Business Response

  Date: 28/04/2023

  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 with seller: MotionGrey 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.
  

  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.

  We can confirm your order was refunded in full on 4/19/2023. It may take 3-5 business days for the credit to appear on your method of payment. 
  

  Thank you,
  Best Buy Marketplace Support Team

• Initial Complaint

  Date:21/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had brought a big screen ** from bestbuy. They convinced me to optional 3 year warranty. * ****** broke and I call bestbuy on March 9th. * They file a service request on March 14th.* bestbuy out source the repair to 'Audio Video ************************ Repair' (AV electronics). They contacted me on 16th and requested video and image of broken tv, which I have done on same day. They told it would be 1-2 day to get someone in to take a look.* Mar 22th, AV electronics email me saying they are backed up and would take 2 week to book a date. So I contacted bestbuy, they talk to AV electronics and they schedule technician for Mar 28th.* On Mar28th they call me at 10 am when I am already at work to bring the ** downstairs as their technician cannot go up stairs. But this was never communicated to me before hand.* After calling them 3-4 times during that week they schedule another pick up on April 3rd.* On April 3rd, no one came and no call from AV electronics. So I call them at the end of the day but they said they are busy and would call me back. Since then until now April ******************************* I contacted bestbuy on April 4th. They say that they will escalate to global office and would contact me in 2 days. But no one contacted me in 2 weeks.* I called bestbuy again on April 20th. And painfully explain everything again. They told me they will raise a global escalation and would contact me in 2 days. When I asked about the previous escalation I was hung up on.* April 21, went to best buy store where I purchase the ** and ask if they can help. They say, no, it is out of their hands.I just want me tv fixed since I had paid 20% extra for the warranty.

  Business Response

  Date: 25/04/2023

  Hi *****,
  
  
  We're terribly sorry to hear that you've had this experience in getting your television serviced, we would be happy to help you resolve the situation.
  
  If you could please share the details of your TV purchase along with any records of communication you may have with the technician team and we'll follow up to get your set taken care of as soon as possible.
  
  Thank you very much for your patience,

  
  The Best Buy Team

  Customer Answer

  Date: 27/04/2023

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

  Bestbuy had contact via email with the same response on April 25th. Which I had provided the this info and email attachment of conversation:

  ====================

  My order number: 
  Order #*********
  Attached email is the initial record with ***********************. Most of our conversations are on the phone, so I don't have the record, and I had at least called them 10 times.
  As for best buy, I've been calling **************. I think I had called 5 times. One of the agents told me that all the conversions are written down and recorded. There should be 2 global escalations for my order.
  As for the best buy store manager I have spoken to is from this location : *******************************************************
  Please let me know what else you need to get my TV fixed. Thank you.

  =======================

  Because there is still no solution provided. I have to reject this. Once my TV is fixed, I will resolve.

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

  Business Response

  Date: 04/05/2023

  Hi *****,

  Our sincerest apologies on the issue of your repair not yet being resolved, we are continuing to escalate on our end for a technician to schedule a visit with you as soon as possible.

   

  We have requested a technician to reach out to you immediately via a phone call, please let ** know if they have successfully reached you.

  If you have not heard back from them let ** know and we will continue to escalate the situation on your behalf

  We will keep you in the loop on the situation via email.

   

  Thanks again for your patience,

  The Best Buy Team

  Customer Answer

  Date: 11/05/2023

  
  Better Business Bureau:
  
  Thanks for the help! Yes the issue has been fixed. 
  although the repair company did break the bezel. But is minor so I'm not going to bother fixing it. Just want to state it here so in case I have issues in the future. I'm just glad I have my TV back.
  
  Sincerely,
  
  ***************