Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
The BBB of Mainland BC handles all complaints for Best Buy and Future Shop nationally. This report reflects customer experiences for all of Canada.

Complaints

This profile includes complaints for Best Buy Canada Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

680 total complaints in the last 3 years.
149 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:20/04/2023
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.
On April 3rd I ordered ***** ****** ** ******** *** Display 18.7"x10.5" Graphic Tablet with *** *** * ****** (**********) for $1803.47. Order Number was **********. I noticed that my order when I checked the order status that it was listed with *** but when I contacted the customer care it was still in fulfillment with a note it should arrive as early as April 13th this status has not changed. I have not been charged for this item but I want it. The customer care unit created a ticket for fulfillment to call me to see if I still wanted it within three business days and I still have heard nothing. I manage large customer support teams and I am absolutely applauded on the number of complaints I am seeing and my own personally experience in fulfilling this order. In a time when the retail industry is hurting seems Best Buy Canada is not concerned with deliver items that customers wish to purchase. What I want is my order processed so I can give my daughter her birthday gift.
Business Response
Date: 21/04/2023
Hi *****,

I am writing in regard to your online order **********.

I investigated this order with the vendor, who has confirmed that the order has shipped with ********* tracking number: ************

We apologize for the delay and the inconveience it caused.

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

Thanks,

The Best Buy Team

Thank you for visiting BestBuy.ca
Initial Complaint
Date:18/04/2023
Type:Billing 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 purchased a phone from Best Buy in 2021 on a 2 year bring it back program, where you return the phone after 24 months. I got a warranty through Best Buy with geek squad. They have been charging me double, and they have continued charging me after the phone has been returned. When contacted for a refund, they refused, saying that the customer has to cancel their warranty ******* a phone that had a 2 year contract and a clear end date , despite not being told anything of the sort from Best Buy.
Business Response
Date: 20/04/2023
An investigation is underway for this submission. We will update as soon as possible.
Customer Answer
Date: 20/04/2023

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:17/04/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a bike from Best Buy Canada on April 10th, with an expected delivery date of April 12th. The timing of the delivery was important to me as I needed the bike ready and put together for a specific event. On April 11th I requested, over chat, confirmation that my bike would be delivered the next day and was assured that the 'direct' ship would be processed as expected and I had nothing to worry about. Since then I have spoken to a representative in the call center on 12th, 13th, and 14th of April, with every rep apologizing for the inconvenience and promising my bike will ship the next day. I finally called Best Buy April 16th, asking for the order to be cancelled since the bike was still 'waiting to be picked up'. I was told the order cannot be cancelled and the $1900 I paid for the bike will continue to be held until the issue is fully investigated. I just want my money back for a product that Best Buy has refused to ship. I want nothing to do with this company again, please just refund my money so that I can purchase the bike from another retailer.
Business Response
Date: 25/04/2023
Hello,
The customer was issued a full refund for the lost shipment because there was no movement on the tracking since the label was created on April 12, 2023.

Thanks,
***********************************
Initial Complaint
Date:14/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 65" ** OLED ** TV from this location in Sept 2022. The tv had some damage when I took it out of the box as the two bottom corners were not attched to the screen. Basically I can put my finger behind the tv and see it. My wife did not want me to return it so we just kept it. Lately other issues have come up with the tv and I am pretty sure it is related to these two openings. ** wont do anything other then claim physical damage and say it was my fault. Best Buy doesnt do anything either despite I purchased a Geek Squad warranty. They just tell me they are doing something then never act on it. At this time I am seeking a replacement of the tv or a refund. I paid $3300 for this and it isnt working right and is damaged as per the attached pictures that were taken in Sept 2022. The greyish colour that you can see in the corners is the wall behind the tv.
Business Response
Date: 18/04/2023
Hi Team,

I sent the customer the terms and conditions for the ******************** Protection plan. Also, he let me know that he is in the process of speaking with the in-store team on a resolution, so he will be visiting the store sometime this week, to discuss with them. If they are not able to help, I offered the customer a full refund on the ******************** PROTECTION PLAN only.

Thanks,
********** *******
Initial Complaint
Date:14/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Geek Squad member for many years.Part of that contract is the home installation of gadgets that I have bought, which included a Nest doorbell and an ****** thermostat. The technician for Geek Squad on Oct 12 /22 could not install either of these as not licensed to work on the electrical panel for the doorbell, since a higher level transformer was needed to work the video and doorbell, etc...also stated that he could not install the ****** thermostat needed licensed HVAC to install properly. The contractors that were subsequently sent out by Best Buy through ***** *********** also were not licensed either for HVAC or as electricians, as seen by the outcome and the failure to provide proof. Several of the "contractors" did not come to install when I asked about their qualifications and my time was held for missed appointments, where I had to stay in the house and miss work while they did not show up. The synopsis is that after "escalating" with both Best Buy and QC, a technician on November 17 from QC came to install the ****** thermostat and my HVAC system shorted out and blew a fuse on the furnace and since then my Honeywell electrostatic air cleaner shorted out too. The fuse on the furnace was replaced and told that a transformer for the doorbell not needed. QC "***" sent his HVAC contractor ************ to problem solve on 21 December 2022 but did not give me the report. Another QC visit broke doorbell. Follow up phone call for the ***** ********** (***) was not returned.Bottom line: Honeywell air cleaner damaged, no air cleaning, poor air quality the thermostat says; Door bell actuator broken, simple doorbell not working, Nest doorbell NOT installed, I bought a second transformer and am waiting for licensed electrician and for Best Buy to come good for repair of my Honeywell electrostatic air cleaner.Was sent up the ladder at Best Buy for follow-up with the ***** ********** supervisor who has implied to them that there is no problem.
Business Response
Date: 21/04/2023
Hello *******, we are very sorry for the situation you are experiencing. We would also like to apologize for the delay in processing your file. We take this one seriously and we are waiting for some information from our partners.
We thank you for your patience.
Regards, Best Buy Executive resolution team.
Customer Answer
Date: 26/04/2023

Complaint: ********

I am rejecting this response because Best Buy does not have enough information from me to talk to their "partners". Best Buy in the past has chosen to believe ***** *********** without asking ME if the situation(s) are rectified. The survey for installation quality provided by Best Buy was a telephone response for installation of appliances (not my situation) and the pathway to make complaint flagged onerous and impossible to permeate.
As a "partner" ***** *********** through their representative at the highest level I was allowed to pursue, provided false information to the Best Buy Geek Squad level and Best Buy has believed ***** ***********. I know that my situation was flagged up higher by store staff but no one has contacted me to find out facts and find resolution that is bigger than local Geek Squad. This response to me though BBB is more of the same...checking with partners rather than communicating with me (and yes, THEN checking with partners and making compensation and completion).
I would like direct communication with Best Buy, not just through BBB, so that they can process my complaint effectively. Please note that BBB only provides a limited amount of characters in the complaint box to explain a very complicated ongoing unhealthy negligent service and misdeeds.
My direct landline communication phone number is ************.

Sincerely,

*****************************
Business Response
Date: 05/05/2023
Hello,
I am not sure I understand your response, or your rejection. We are conferring with our partners at ***** *********** regarding this issue and waiting on the contractors themselves. As we did not offer anything, there is nothing to reject. I also do not understand why you are saying we believe ***** ********** instead of you, we did not say anything regarding believing anyone. We are not contractors ourselves so we could not go out to your location to look at this and fix it. We do require participation on their part.
So far as believing what anyone is saying, from what I can see on the jobs posted on the ***** **********'s site, I am led to believe the job is unfinished. I have contacted them regarding this, and do need to await there reply, though I am pushing them for information I do understand they also need to confer with the contractor's themselves for further information regarding this.
I will be in contact with you, likely directly by email, once I have some information, and hopefully we will be booking an appointment for you.
Regards,
Best Buy ************* / Executive Resolutions
Customer Answer
Date: 17/05/2023

Complaint: ********

I am rejecting this response because: I have ten days since the last poor communication was received from Best Buy on May 8 2023, and the writer of the response seems to be inexperienced, questioning why I rejected the previous poor response. No contact person is taking responsibility to communicate with me from Best Buy, as they are trying to contact their "partners". As stated previously the initial complaint I filed with BBB is limited in characters to represent the multiple problems. It is not just that the job was not finished...it is also damage to my HVAC system and destruction of my doorbell. The ****** thermostat continues to report "poor air quality" and this is 5 months! I would like to speak to the boss of the person who drafted the response to me through the BBB portal, because whoever wrote the response is not in authority, but may have been given the responsibility without the authority to rectify the multiple problems.
The outline for communication I received from BBB is this: "BBB has received a formal response from Best Buy Canada Ltd.. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
Please review their response to your complaint and advise us of your position in the matter within 10 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter."
This is another 10 days.

Sincerely,

*****************************
Business Response
Date: 26/05/2023
Hello,
Sorry for the delay. I am still waiting on the responses from ***** **********, and the specific contractors involved. As you created this case against Best Buy, this does cause delays as we do not have direct access to all relevant information, though I do continue to push not only for this information, but for a resolution.
As for the information relating to this case, I have had a response this week that the gathering of this information is underway.
I will be in touch soon.
Best Buy Customer Care
Customer Answer
Date: 29/05/2023

Complaint: ********

I am rejecting this response because it is a proactive way to get documentation of correspondence back and forth from me with any I may receive from Best Buy, on to the BBB accountability response system.

I tried to attach the copied file of the reiterating response round-about email I received from ******* at **************** ******************** on May 26, as well as the response that I sent back. It unfortunately has a file name that contains the words "fakepathway" but is not a virus, so I will copy the email below as it may not be recorded.
"Hi *******,

My name is *******, I am with the Executive Resolutions Team and Best Buy and will be handling your case on the Better Business Bureau.

As soon as I have this information, I will pass it along to you.
Thanks,
*******
Executive Resolution Specialist
The Best Buy Team"

My Response May 26 2023:
***** *****************************

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

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

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

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

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

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

************"
Continue May 29 message:
**** ******* *** ****** ******* *** *** **** *** ******* ** **** **** **** **** *** ******** **** ***** ************ *** *** ******** ************** ** ** *********** ** *********** ** ** *** **** ** ****** *** ** **** ***** *********** ****** ************ ** ** * **** **** ********** **** ** ** **** ****** ********** ********** *** ** * ***** *** ****** *****

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

**********

*****************************
Business Response
Date: 15/06/2023
Hi ******,

If you could kindly use the following as an update for this complaint in the interim while we await a clarifying response from ***** ***********, that would be greatly appreciated:

We have been in touch with ***** *********** since this complaint was filed and brought to our attention in an attempt to understand the root cause of the issue and identify any potential arrangements that could be made to address the customers claims regarding the outstanding repairs needed for their units; unfortunately, we have yet to receive any concrete information from them in the form of a summary of the services provided to the customer or an action plan that would tackle the complaints brought up by the customer.

A follow-up has been sent to ***** *********** advising them of the impact that their lack of correspondence has had in regard to this complaint. Were currently in the midst of clarifying some details with them regarding the services that were rendered and that expectations that were set with the customer on their end; we will be providing an update on the matter as soon as we have received further context from ***** *********** accordingly.

Thank you,

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

Team ***** *************** Executive Resolutions
Initial Complaint
Date:14/04/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an order that l made 2 months ago and still havent received. These are three large appliances and because l live in a rural area, they refuse to bring the appliances inside even though l would pay the extra 50 dollars. I have to wait three months to receive my appliances which is unacceptable. More importantly, l am ill and told them l need help bringing them into my home. People living in remote areas should not be treated as second class citizens. I am very frustrated and alone in dealing with this and they dont even treat me with courtesy and try to resolve my problem. They say they will leave it at the curb side (so the trash can pick it up). I thought they would leave it at my door at first (which is what they said when l first called). I told them this is a fire hazard so they told me to hire movers which would cost me about **** considering where l live. They dont care and keep saying that thats not their policy, As a resolution, l want the three appliances because l have not been able to use a fridge or cook for a long time and l want them to be delivered and brought into my home as soon as possible, as they are fully paid. More importantly, l need to have them brought into my house and l cannot do physically do this myself.
Business Response
Date: 18/04/2023
Hello ****,
Thank you for your online purchase.

A case has been created for you (********) to assist you with your inquiry. One of our Customer Experience team member will be in contact with you shortly to assist.

Thank you for bringing this to our attention.

Thank you,
Best Buy Customer Experience Team
Initial Complaint
Date:13/04/2023
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.
Purchase information:I ordered an ***** ******* *** (2022) Open box laptop through Best Buy website on March 24, 2023 (delivered on Mar 27, 2023). I paid a total of $1300 incl. tax for it. Order no. **********.Product info provided by Best Buy and the discrepancy:On the product listing page, it was clearly mentioned that the item will have 1 year of manufacturer warranty (parts and labour), in this case that means 1 year of warranty provided by *****. I have uploaded a screenshot from product listing as proof.Once I received the laptop and set it up, I checked the warranty on product with ***** and it shows valid until January 3, **** (screenshot attached). Since I received the product on Mar 27, the 1 yr warranty should be valid until Mar 26, **** and not end it Jan, almost 3 months less than claimed by Best buy.Efforts from me to sort things before coming to BBB:I contacted ***** support over chat where they confirmed that warranty from ***** will end on Jan 3, **** and mentioned that warranty starts when it was originally activated and since this was an open box purchase, they cannot help me and asked me to contact Best buy to get the purchase date corrected with them.Since then I have contacted best buy chat support who directed me to Geek squad support who sent me back to Best buy support. During all of this, none of the Best buy reps could explain why this issue exists in the first place and what can be done to resolve it. Absolutely clueless to the extent it was a complete waste of time to even ask for support.Issue summary and resolution:Is Best buy aware of *****s stand for warranty on open box ***** products? If thats the case, why did the product listing claim that itll come with 1 year of manufacturer warranty?I bought this product under the impression that Ill get full 1 year ***** warranty (as advertised) so I would like Best buy to get the purchase date adjusted with *****.
Business Response
Date: 18/04/2023
Hello ******,

Thank you for taking the time to share your feedback and experience on the Better Business Bureau in reference to the warranty on the "***** ******* *** 13.6" w/ Touch ID (2022) -Starlight (***** M2 Chip/256GB SSD/8GB RAM) -Eng -Open Box" from order **********.

We do apologize for any confusions on the warranty for open box products! As the product is a Geek Squad certified open box product, the date in *****'s system may indicate the warranty started at an earlier date. Rest assured the item has been thoroughly tested to be in mint condition and verified to be cosmetically flawless. For this item, you indicated that ***** shows the warranty expires on January 3, ****. Following *****'s warranty period, Geek Squad will cover the remainder of the year. If you need to use your warranty coverage after *****'s warranty period has expired (and still within the 1 year), then do not hesitate to contact Geek Squad's direct line at **************. Ensure to reference your invoice number ***************. Our Geek Squad agents will gladly assist you!

Thank you for your kind understanding and for shopping with **! Have a good rest of the day, ******!

Best regards,

Queenie
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 18/04/2023

Complaint: ********

I am rejecting this response because:
Hi *******,
Firstly, thank you for your response. However, I do not accept this resolution.
The product I purchased was to have 1 full year of manufacturer warranty. It's clearly mentioned in the item listing, it does not say product comes with whatever manufacturer warranty is left and rest will be covered by geek squad. If it did say that, I would have made the purchase decision accordingly.
I hope you can see that in this case either Best buy is not keeping up with it's end of the contract (1 full year of ***** warranty) or is trying to deceive the customer by providing false information about product's warranty coverage.

Sincerely,

*********************
Business Response
Date: 26/04/2023
Hello ******,

Thanks for your response on the Better Business Bureau.

We do apologize for any inconveniences as a result of the warranty for open box items. The manufacturer warranty period for open box products can be tricky since the start date with the manufacturer may not be the same as when the customer receives the product. We combat this by covering the remainder of the one year manufacturer's warranty through Geek Squad. However, I understand that you are not fully satisfied with this response. I do want to inform that I have reached out to Geek Squad to have them review this policy and to make the warranty more clear for open box products.

As a customer service gesture and resolution, I want to offer you with a $50 Best Buy electronic gift card which may be used on bestbuy.ca and at any of our ******** retail locations. It also does not have an expiration date. Do let me know if we may proceed with this resolution to have the gift card emailed to
*****************.

If you prefer to have a ******* *** covered by *****'s 1 year manufacturer warranty, then do let me know and I can send you a prepaid return shipping label to return the open box one from your order **********. Once our return center receives your shipment, they will process it for return and then refund to your original method of payment. If you need assistance to order the factory fresh version, then please contact ** and reference your order **********. Our call center and live chat agents will gladly assist you.

Do let me know if you have any questions with the above. Otherwise, I will look forward to hear from you on how you wish to proceed.

Best regards,

*******
Associate, Executive Resolution
The Best Buy Team
Customer Answer
Date: 27/04/2023

Complaint: ********

I am rejecting this response because:
Hello,
Firstly, I'm not really looking to reject the response at this time, but I want to clarify something from your last message before I can accept a resolution. Please find my reply below.
Thanks for getting back to me.

"I do want to inform that I have reached out to Geek Squad to have them review this policy and to make the warranty more clear for open box products."
- Thank you for initiating this action because I still see such listings on bestbuy.ca claiming to come with full manufacturer warranty. Having the correct information will allow customers to make informed decision on their purchase and not be disappointed with the real outcome afterwards.

"As a customer service gesture and resolution, I want to offer you with a $50 Best Buy electronic gift card which may be used on bestbuy.ca and at any of our ******** retail locations."
- I appreciate the gesture, thank you.

"If you prefer to have a ******* *** covered by *****'s 1 year manufacturer warranty, then do let me know and I can send you a prepaid return shipping label to return the open box one from your order **********. Once our return center receives your shipment, they will process it for return and then refund to your original method of payment. If you need assistance to order the factory fresh version, then please contact ** and reference your order **********. Our call center and live chat agents will gladly assist you."
- Im looking for some clarification on this part.. When you say 'factory fresh version', do you mean like a 'new' condition item? Assuming that is what you mean, I would surely like to get a Macbook with full ***** warranty. However, am I able to buy a similar new ******* *** for the same price as I paid for this one, $1150+tax? One of the reasons I bought this deal was because I liked what I would be getting for the price and I'm unable to spend any more than that.
Please let me know on the above question so that we can come to a resolution for this issue.

Sincerely,

*********************
Business Response
Date: 03/05/2023
Hello ******,

Thank you for your response on the Better Business Bureau.

The $50 Best Buy electronic gift card will appear in your email within 24 hours from now. Ensure to check your spam/ junk box if you do not see it by then.

Yes, factory fresh means new version. I can see that the "***** ******* *** 13.6" w/ Touch ID (2022) - Starlight (***** M2 Chip / 256GB SSD / 8GB RAM) - English " is currently priced at $1399.99. This sale price is until May 11, 2023. A factory fresh version will unfortunately not be able to match the price of an open box. However, you may consider looking into a previous factory fresh model which is the "***** ******* *** 13.3" w/ Touch ID (Fall 2020) - Gold (***** M1 Chip / 256GB SSD / 8GB RAM) - En " currently on sale $1,099.99, which is a $200 discount from the original price. This sale price is also until May 11, 2023.

For convenience, I have attached a ****** **** prepaid return shipping label for you. You may use it if you do decide to return the item for a refund. Reference to tracking # ****************.

If you decide to return, then please proceed by:
1) Print label
2) Package your return. Ensure item is packed, wrapped, and reinforced.
3) Affix return label to the largest side of your package. Your package must be at least **** cm x **** cm (4 inches x 6 inches) to fit the label.
4) Drop off your package at a Canada *********** or a street letter box.

Once your package has been scanned, you can track it using this number: ****************

When the package has been delivered to our return depot, the package will be reviewed for return approval. Once approved, a refund will be issued to your original method of payment within **** business days from the delivered status.

If you need any assistance to order another Macbook then please contact ** and reference your order number.

Do not hesitate to reply to this email if you have any other questions and/ or concerns about this situation.

Thank you for shopping with **! Stay safe and have a good day!

Best regards,

Queenie
Associate, Executive Resolution
The Best Buy Team
Initial Complaint
Date:13/04/2023
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 purchased a 55" **** TV from Best Buy in November of 2022 for $879.74, which arrived with a crack on its screen. When the TV was purchased we did not open it right away as we were completing extensive renovations in the room that the TV was to be used. The TV was stored in a separate room away from the work for safety reasons and to avoid damage. When we recently opened the TV we immediately noticed the crack on the screen. The TV had not even been turned on and was fresh out of the box. Unfortunately by the time we were able to open the TV we were passed the 30 day return window. Because of this Best Buy has not been able to fulfill our return or help us in any way. During this time we have made numerous attempts to appeal to Best Buy customer service in hopes they could make a one-time exception to their 30 day policy, with no avail. I also understand that Samsung's manufacturers warranty does not cover physical damage but in this situation we were never given the opportunity to use our TV as it was damaged prior to being delivered to us.

What I am requesting is any sort of help in this matter. I am not searching for an upgrade, I am only looking to have our TV replaced so we can have a product that is not defective. Perhaps there is a way to contact Best Buy in order to mediate this situation and come to some sort of agreement. I would even be willing to accept a complimentary screen repair from either Samsung or Best Buy for our current TV. ** **** *** * *** * ***** ****** **** * * **** *** *** **** ** ******** *** *** * ***** *** *** *** We are reaching out for your help to resolve this issue as our Samsung product arrived to us defective from no fault of our own.
Business Response
Date: 21/04/2023
Hi *******,
I'm sorry to be hearing that the TV you had purchased from your Online Order# ********** back in November 2022 ended up being damaged after you opened it recently.
We push the onus onto our customers - not only from Best Buy, but from any company in general - to carefully inspect any and all shipments upon their delivery and arrival at your address. This way we can know for sure if the TV was damaged during transit, but after close to 6 months after the TV was delivered, there's no way we can know when the TV was damaged, despite your words saying it was kept safe for these several months. We even had an extended return policy throughout the holiday season, which included purchases from Black Friday sales, which extended up until February. I understand you were in the midst of renovating your home, although there was plenty of opportunity to inspect the TV and bring up the damage with our representatives.
With that all being said, I do sympathize with your situation, and I am very aware how easily shipments can become damaged during trips to the island. I did a quick search on your account and it seems this is your only Online purchase with Best Buy within 18 months (besides a few other baby supplies), so I will allow a one-time exception to return this TV for a full refund. Please understand this an out-of-policy exception, and if a similar situation were to occur in the future, it will be denied. I see you were already advised by a previous representative to proceed with a legal claim, so this will have to be the only way to proceed forward if this were to occur again. Please ensure you are properly inspecting any shipments sent to your address, as if you were worried about the TV getting damaged during the renovation after being opened, the package could have been retaped after inspection.
I have attached to this response a pre-paid return shipping label. Please use this to ship your TV back to our warehouse where you will receive your full refund within 5-7 business days after its arrival. Please follow the below steps to prepare your TV for shipment.
1) Print the label as displayed to you.
2) Place your equipment and accessories in a box
3) Affix the label to the box
4) Drop off the box at your nearest ********* drop off location **********************************************************
Let me know if you're having trouble with seeing the return label, otherwise you should be all set. Please ensure you are properly inspecting your shipments in the future.
Kind Regards,

Erik
Executive Resolution Specialist
Bestbuy.ca

Customer Answer
Date: 21/04/2023

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:13/04/2023
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.
On April 26, 2022, I received an email from Best Buy Canada Ltd. regarding safety recall (in cooperation with the Health Canada) for ******** Air Fryer which I had purchased from Best Buy on March 28, 2021. The recall notice email from Best Buy indicated for me to register for a refund online, after which Best Buy will provide a pre-paid shipping box, label and return instructions. After receipt of returned product, I would receive a credit for the price paid on the purchase receipt. As instructed, I registered for a refund online, received the pre-paid shipping box and label at my home. I shipped the recalled ******** Air Fryer on August 4, 2022 via **** I believe it was **** From November 2022 until present, my partner and I have made around 4 calls to the hot line ***************) to inquire about the status of the rebate. During the first call, we were advised by the agent on the phone that my email had been spelled wrong and that an escalation ticket was submitted. We were advised that gmail.com was spelled as gmail.co. This appeared to be improbable as I had received recall instructions to my gmail address. Nonetheless, it has now been over 8 months and I have yet to receive a refund despite shipping in the air fryer. Each time my partner and I were advised (over the call at the hotline number) that the escalation ticket had yet to be addressed. A 8 month wait-time is unreasonable to correct an email address. Today on April 12, 2023, my partner called the Best Buy customer service and we were advised to go through the same hotline number and that it was the only process, and that I had to strictly follow that. I am requesting for a resolution- a refund in the amount of the purchase price.
Business Response
Date: 21/04/2023
Hello,

Thank you for reaching out to us regarding your credit for the recalled ******** Air Fryer. We apologize for any inconvenience caused by the delay in processing your credits and we appreciate your patience while we investigate this matter.

Please be assured that we are currently looking into this issue and are working towards a resolution as soon as possible. We understand your frustration and we apologize for any inconvenience caused by the delay in the process.

We will keep you updated on the progress of your refund and will provide you with an update as soon as possible. We appreciate your understanding and cooperation in this matter.

Thank you for bringing this to our attention, and please do not hesitate to reach out to us if you have any further concerns or questions.

Sincerely,

Best Buy Team,

Best Buy Canada Ltd. BestBuy.ca

*****************************************
Customer Answer
Date: 21/04/2023

Complaint: ********

I am rejecting this response because:
On April 12, 2023, my partner and I called Best Buy ***************** We were on the call for approximately 1.5 hours regarding the ******** Airfryer Rebate issue. During this call, the customer service agent was unable to resolve our concerns and simply advised us to reach out to the hotline which has not been helpful.
The current response from Best Buy indicates that they are, yet again, "looking into this issue and working towards a solution". Best Buy has not provided a timeline or reached out with a solution- the rebate we have requested for 8 months. Best Buy has been looking into this issue for 8 months now and it is not appropriate to leave a customer in a state of limbo for an indefinite period of time.

Sincerely,

*** ***
Business Response
Date: 25/04/2023
Hello,
Thank you for reaching out to us regarding the ******** Airfryer Rebate issue. I apologize for any inconvenience this has caused you and your partner.
Our team has looked into your case and we have escalated it to ensure that this matter is resolved as soon as possible. I am pleased to inform you that a gift card for the rebate amount will be sent to you by the end of next week.
We understand that this has been a long and frustrating process for you, and we appreciate your patience and understanding. We value you as a customer and we are committed to providing you with the best possible service.
Please do not hesitate to contact us if you have any further questions or concerns. Thank you for choosing Best Buy.
Sincerely,
Best Buy Team
Initial Complaint
Date:12/04/2023
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.
To Whom It May ********* am writing to express my disappointment with the return policy for the ****** ******* *** **** graphics card that I purchased from Best Buy for $1,649.99 plus tax on April 8th, 2023. I picked up the graphics card at your ****** West store at ***********************************************, and was not informed of the no return after opening the policy during either the online checkout process or the in-store pick up process. This special return policy is different from the majority of products sold at Best Buy Canada.As soon as I opened the package and attempted to install the graphics card in my computer, I realized that it was too big to fit into my computer. I immediately put the graphics card back into its original package and went to the store on April 10th, 2023, to request a refund. However, I was informed by the staff that I was not eligible for a refund because of the no return policy after opening the graphics card package. Despite explaining the situation to the store General Manager and team lead, they were not willing to offer me a reasonable solution.Upon consulting a consumer protection lawyer, I learned that businesses are required by law (the Consumer Protection Act) to disclose specific information about return policies before a transaction is completed. I was not informed or asked to confirm the no return policy after opening the graphics card package, and as such, I feel that I have been unfairly treated.I am seeking a resolution to this issue, and I would like to request that Best Buy Canada refund my purchase of the ****** ******* *** **** graphics card. I have enclosed a copy of my purchase receipt for your reference. I believe that this is a reasonable request, given that I was not informed of the special return policy prior to purchasing the graphics card.Sincerely,** *** **
Business Response
Date: 17/04/2023
Hello ** ***********,
A case has been created for you (********) to assist your inquiry. One of our Customer Experience team member will be in contact with you shortly to assist.
Thank you,
Best Buy Customer Experience Team

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