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:11/04/2023

  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.

  We ordered 3 refrigerators online which we initially received. Within days of receiving them we put 1 of the units into an apartment, which only worked for less than 24 hours. We called Best Buy customer service to inform them of this. They proceeded to come pick up the unit that was no longer working and wanted to unload 3 more refrigerators. We informed the driver that we were only looking to receive the 1 fridge in place of the 1 they just loaded on their truck. The driver who was driving for ********** at the time got angry as this is not the instruction he had received by Best Buy and closed up his truck and drove away. He still did not replace the fridge. I again called Best Buy explaining what had happened and was informed that it would be looked after, this happened on multiple occasions. These fridges were ordered in January of 2022 and delivered in February, We are now in November of 2022 speaking with Best Buy customer service about the replacement of this fridge to be informed that this file was closed in July of 2022 because they informed me that they had sent us an email in July informing us that they had a picture of it being delivered and a signature saying that we had received this fridge on March 8th 2022. I then asked for a copy of the proof as it is still our belief that this fridge has never been received into our inventory, which I had been informed that I would be able to receive this. I have now been informed that they no longer have a copy of this by Best Buy, but yet again they tell me they still have proof that we have received this. I again have informed I would like to receive this proof and again have not received anything to prove to me that we have received this fridge. My 2 maintenance men inform me that we have not received this. So at this point in time if you could assist us with getting this resolved, that would be greatly appreciated.

  Business Response

  Date: 18/04/2023

  Hello, 

  As was stated in an email to you on July 20 of 2022, and was reiterated on numerous occasions since, after the initial failed attempt to exchange on March 1 of 2022 the delivery carrier returned and exchanged one fridge on March 8 2022.
  
  There were records of this, though these are only kept for a limited time. You made no request for these till March 7 of 2023. 
  
  So far as the exchange, and the initial complaint that it did not occur, as it was scheduled for March 1 of 2022 and you did not contact us afterwards until July 3 of 2022, you did wait quite some time before reporting that it had not happened, although it had on March 8. After the email to you in July of 2022 you did not contact us again until November of 2022, at which time you were again informed that this exchange had occurred. Your next contact with us was not until February of 2023.
  
  We are sorry to inform you that we consider this matter closed.

  Regards,

  Best Buy Customer Care

  Customer Answer

  Date: 18/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: As I have yet to receive a replacement for the fridge. I understand that there were extended timelines between contacts however in running a business I do much of my own work between operating the office, cleaning, and managing repair staff. 
  

  At this time I still do not have a replacement fridge for his matter and request that you either provide proof otherwise or refund me the cost of the fridge. 
  

  I have also gone in store multiple times since and spoken to staff who can clearly see that this matter has not been resolved.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 27/04/2023

  Hello,

  We are currently looking into this with our teams and our logistics and carrier partners. We are attempting to locate the documents though this can be a difficult task given the amount of time which has elapsed. 

  We will provide an update once we have more information.

  Regards,

  Best Buy Customer Care

• Initial Complaint

  Date:11/04/2023

  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.

  August 13,2022-Transaction date, $791 deposit for replacement phone to be shipped out to us and said they would reimburse once they receives the damaged phone covered by Geek Squad.The original incident # July 21, 2022 was created when my daughters ****** SE had stopped working while tree planting. She sent it back and received a locked gold ****** 11. She went to Best Buy and ***** to see if they could unlock it. No luck so she called *********** again and said for her to send it back and start a new incident which is #********. That is when the $791 deposit was incurred. She did receive a working ****** SE as a replacement but the deposit was never reimbursed. I have called Geek **** numerous times spoke with customer service reps and supervisors. all promised me they would make notes and look into it. The closest we go was speakking with a supervisor January 6, 2022. He told us that the gold ****** is locked and my daughter did it. which is not the case we received it locked. he went through the steps to disengage any ******s she isn't using, on her icloud. None of them were the gold phone. He said its impossible for phones to leave the depot locked ...then he back tracked and said it isnt impossible but he hasnever heard of it in his time at the company. They sent us back the locked gold ****** 2 separate time, I sent it back because they had it locked we didnt do it. do you not think my daughter would happily have a working ****** 11 over anSE/ SShe would unlock it if she had locked it.I have some dates which I contacted tehGeek squad to resolve: ***** November 4, 2022, ***** December28, 2022 (she's the one who put the request in for the supervisor we spoke with Jan 6/23, supervisor request # ********, March 30, 2023- asked for a supervisor to call but hasnt called back yet.I have been paying monthly Geek squad protection since 07/17/20 $14.65. It expires 07/17/2023.I also went to best buy and spoke with ****** who was on the phone with geek squad for over an hour trying to resolve it. No luck.please can you get me my $791 back. Thank you, **************************

  Business Response

  Date: 14/04/2023

  The customer made an initial service request under the plan,and they were issued a replacement device. A couple of weeks following this,the customer phoned back to report that the replacement device that we provided was activation locked. At this point in time, a ****** service request was initiated (this is when the deposit was charged to the customer).
  
  Following the ****** dispatch, we issued the customer a second replacement device (with a return box for the first). Upon receiving the original replacement device back, we determined that the device had in-fact been activation locked by the customer (our depot did not send it out that way, as the customer was originally stating). At this time, the device was returned to the customer again (still locked).
  
  Further dispute transpired, and the customer remained adamant that they had nothing to do with locking the device. As such, we extended offer again for the customer to return the device to our depot to review again.
  
  Upon this latest review, we see that our depot did receive the shipment back from the customer. However, we are unsure of the update beyond this and we have escalated a request to the depot to confirm. We will circle back further once we know more!
  
  In summary: The deposit has to this point never been refunded, as we have only been able to verify that the device remains activation locked by the customer.  

  Customer Answer

  Date: 20/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Best Buy is correct that I have been adamant that they sent ** a locked phone. It seems like part of their argument is that we waited 2 weeks to specify the phone which was sent to us was locked  but my daughter was planting trees in **************** and was flying back home August 7 then we were going on our family camping trip. She did not have time to activate the phone until we got back on August 11.

  Best Buy has also been adamant that it is impossible that a locked phone was sent out from their depot. We have been complying with every request they have put forward to us: going on my my daughters ****** and deactivating/ removing devices not in use AND  going to ***** to remove the lock on the ******. We are asking Best Buy to address the possibility that an error occurred. Perhaps they accepted the phone without the previous owner unlocking it and then it was sent out to us.
  Sincerely,
  
  **************************

  Business Response

  Date: 21/04/2023

   As we mentioned previously, we have escalated a request to the depot to confirm. We will circle back further once we know more!
  

  Thank you

  
  

  Customer Answer

  Date: 26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Thank you I did receive most of the amount back on my credit card. They gave me $678 but owe me $791, thus I was shorted $113.

  Perhaps they think this is the deductable plus tax, but this is not applicable. When my daughter made the initial claim incident #******** and sent her damaged phone in she made the deposit plus deductable payment. The deposit was reimbursed when they received her non working ****** SE. Geek squad sent us the locked Gold ****** 11 and she was told she had to start a new incident which is #********, which was when the $791 was paid on my credit card. The second deductable should have been reimbursed because the initial one was paid. If they didn't send us a locked phone the entire $791 expense wouldnt have existeed.
  Sincerely,
  
  **************************

  Business Response

  Date: 01/05/2023

  The $678 was specifically for the advanced exchange deposit. The $113 was a completely separate charge, for the actual service fee. It has now been refunded. Please allow 3-5 business days to process.

  Thank you,

  *****

  Customer Answer

  Date: 07/05/2023

  
  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.
  This is great thank you. 
  The complete $791 has been put back into my credit card. 
  It took Best Buy 8 months to rectify this.

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

• Initial Complaint

  Date:05/04/2023

  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.

  I placed an order on Best Buy Canada's website on February 26th, 2023 for an item that is $840.78. According to the website, the earliest delivery would be the next day February 27th. On the week of March 6th, I still did not receive the item and I contacted Best Buy support and I was told that the delivery carrier was having issues and to wait. On March 18th, I still did not receive the item and I phoned Best Buy Canada support and they opened a case. On March 22nd, I received an email stating my case was being investigated. On March 27th, I received an email stating that the issue has been resolved and that the product was shipped. As of this writing (April 4th), I still have not received my item and it has been 37 days from placing the order. This has now gone beyond being acceptable and I have asked numerous times for my order to be refunded as I no longer wish to have the item and for the case to be escalated to receive a refund. I still have not received any response as to what the status is or if my refund will be processed.

  Business Response

  Date: 05/04/2023

  Hello ****,
  
  We want to commence this email by apologizing to you for being unable to resolve your case on time, and this happened because our team was trying hard to locate the product that was prepared by our BestBuy store to be shipped to you. However, since you have not received your order, we will process a full refund for you today as you requested, and a refund receipt will be sent to you separately.
  
  We take our customer complaints very seriously; however, we could not respond to you on time due to a large influx of queries. We thank you for your patience and understanding regarding this matter. Our representatives will reach out to you shortly via email to offer you a refund resolution.
  
  Regards,
  Customer Care Team
  **********************

  Customer Answer

  Date: 06/04/2023

   
  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 as they have issued a refund.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/04/2023

  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 purchased a new laptop from Best Buyin Shawnessy saturday evening. We were given the option to either pick up at a different location, or to come back to the store by closing time on sunday to pick it up. I opted to pick it up the next day as it was GUARANTEED to be there. The next day I showed up half an hour before closing time and they did not have it, but said it was enroute and would be there right away. After some discussion they gave me a $75 discount on a $900 item, but only because I had asked for the transaction to be cancelled and my money returned. They also refused to cancel the transaction or return my money that had already been paid. Now, as they had told me that it would be there early monday, I returned at 2:30 on my way home from work to pick the item up. Lo and behold the item was still not there. After another discussion they informed me that it can take 3 to 5 business days for an item to come in, if I had known that then I would have just cancelled the original transaction and just driven to the other location and picked it up. I have now wasted 3 hours of my time trying to get the item i had ordered in the time i was promised. This is a blatant lie by their staff, if the time frame for delivering a product the 10 minute drive is more than 24 hours, then the staff should be made aware and it should be a part of the discussion during the ordering process. Also, I would add the receipt to this, but the online receipt site doesnt actually work, so i cant even see the original receipt. For a company that deals with computers and tech support, its unfathomable that their own computer systems dont work properly! The order was placed at 6:41 pm saturday evening, but wasnt processed until 11:38 AM the next morning.

  Business Response

  Date: 04/04/2023

  Hi ******,
  
  Our sincerest apologies on the situation and the frustration it has caused for you.
  
  If you could please let us know the order numbers and/or the email address your orders was placed under we can investigate the  the situation on your behalf.
  
  Please let us know if you have any other questions, concerns, or queries and we'll do our best to resolve things.
  
  Thank you very much for your patience,
  
  
  
  The Best Buy Team

• Initial Complaint

  Date:31/03/2023

  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.

  Hi, I am writing with reference of my Dishwasher complain ** which was purchased from ******************** #*** Bldg A ***************************************************************************************************************. I raises first complaint in Dec 2022 they tried to fix in Feb 2023 however, it was not fixed. I raised an other complaint but they are not fixing but approving credit my concern is that I purchased Dishwasher with extended warranty five yrs which has ****** 1yrs and 8months remaining. I am asking to replace the unit or repair it. However, store is asking to buy new one which is costing too much. In order to avoid this issue we purchased Warrenty but this kind of service is causing stressful even though having Warrenty. I want to replace the unit and give me remaining warrenty which is still available otherwise repair why I should be buying new one and extended warranty, delivery, installation charges. Too much for me in this hard time.

  Business Response

  Date: 06/04/2023

  To Whom it may concern, 

  Hello, my name is ***********************************. I was assigned this case #******** in Salesforce. I notified the customer that our ******************** Protection extended warranty that he bought for his ** dishwasher allows the unit to be either repaired or approved store credit (if the same unit is not available anymore). The unit was checked and fixed once by our Geek Sqaud team, but the customer is still having trouble with his unit. Our team approved a store credit for the value that he paid, and the customer is not understanding the fact that his warranty will be fulfilled when a store credit is issued. If the unit is being deemed as impossible or not economical for repair, then we offer our customers a store credit as a solution. 

  Since the unit is being approved for store credit, the customer is able to go in-store and the retail team can assist him with the exchange. The customer will have to pay the difference for the new unit, if the same one is not available for him. He would not be charged any extra delivery costs and we even offered to cover the cost of installation if he wishes to get that service as well. 

  I informed him if he is not happy with the resolution, he can call the Geek Squad team again to see if they can repair the unit, but there is no guarantee of that, since the resolution they are offering is a store credit. 

  I have also attached the file of our terms and conditions for the warranty for your reference. 

   

  Thanks,

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

  Senior ************* Associate - **********************

  Customer Answer

  Date: 07/04/2023

  
  Complaint: ********
  
  I am rejecting this response because for the 1st time complaint there diagnosis was not correct and replace the part which was already in good condition.  Upon 2nd time, Squad team come to know actual problem of motor fan which was not working and they reported to best buy to repair and they refused. When I spoke to squad they said they can't do anything since I have to connect with best buy. Now, best buy is asking to connect for Squad. Why I am suffering since paying warrenty ? 

  Why they are not replacing the unit since they are not repairing?

   

  Why they have issued the store credit since I have paid via my card? Return should be in my card instead of store credit. By issuing the store credit means they are bothering me to buy again appliance from them despite of bad experience?

  best buy saving there cost and charging customer more by not repairing the unit?

  It is unacceptable for me whatever they have offered. This is not peace of mind to me.

  I am out of country would not be available over phone until 17th Apr 2023 to discuss in detail with better business bureau.

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

  Business Response

  Date: 13/04/2023

  Hello, 

  I have informed the customer many times on the warranty fulfilment. He notified me that the store credit he is receiving is $599.99 plus tax. This process is the same for every customer. However, he keeps asking for an additional $300 gift card towards new appliance. I offered him $150 gift card at first and then I pushed it up to $200 but this is already too much above the store credit he is already receiving for his warranty fulfilment. Customer is refusing to cooperate, I recommended he take this up with our legal team, as we cannot assist him more than this. 

   

  Thanks. 

  Customer Answer

  Date: 15/04/2023

  
  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.

  They are not repairing the unit however, they gave me compensation of 250$ gift card to purchase new appliance.

   

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

• Initial Complaint

  Date:29/03/2023

  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 received an email on April 21, 2022 from Best Buy regarding a Safety Recall on ******** Air Fryers. Following the instructions in the email, I registered for a refund online for 2 air fryers that I had purchased. Once I received the shipping boxes and labels for return, I packed them up and shipped them by **** It has been confirmed that they received both of my air fryers, one July 29, 2022 and the second August 2, 2022. After confirmation, they stated that an electronic gift card will be emailed to you within 3 - 6 weeks. As of todays date, (March 29, 2023 almost 8 months), I have still not received by electronic gift cards. I have phoned numerous times (15 times) to date, with no luck. I get scripted messages in conversations with each customer service person. They advise me that they will put in an escalation (more than 10 escalations to date), however they state that they have no time frame to resolve the escalation. There is nothing else they can do, once it is processed I will receive my corporate gift cards. I have even tried going to a Best Buy store in person to talk to a manager, with again no luck. I really just want to get my refund for the two air fryers. (One was a Christmas gift). Thank you,*************************** ************ *****************

  Business Response

  Date: 30/03/2023

  Thank you for reaching out to us regarding the gift cards surrounding the gift cards for your ******** Air Fryers. 
  
  We conducted a preliminary search  for the cards using the email *****************
  but it unfortunately did not show any cards tied to that email account. 
  
  If you could let us know what email account was used when returning the Air Fryers we would be happy to follow up and investigate on your behalf.
  
  Thank you very much for your patience,
  
  
  
  The Best Buy Team

• Initial Complaint

  Date:28/03/2023

  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 kitchen appliances (stove, fridge, dishwasher and hood range) from Best Buy in 3 or 4 years ago and with it purchased an extended warranty. Last week the freezer in my fridge stopped working and then the fridge the very next day. I called Best Buy and submitted an incident number (#********), I was then told a Technician would arrive on Monday March 27, 2023.
  
  The technician came and stated "it's not an easy fix" and needed to order a compressor part. I asked the Technician how long this would take and he replied they cant order the part until Best Buy gives the ok. I then spent 2 hours on the phone with several Best Buy representatives who all could not tell me how long I would not have a fridge and freezer to feed my family, nor would any of them tell me what my extended warranty entailed. I asked for a call back from a supervisor as none were readily available and I was told I would receive a call back between 1 and 3 days time.
  On March 28th I called Best Buy again for an update and spoke with a representative names Isabella who also was unable to give me any details of my warranty or length of time I would be without my appliance.
  Please note * In the interim I looked online to find that my particular model was part of a lawsuit against ** as the compressors were faulty and not fixable.
  Today (March 28th) I was told that I would be without a fridge potentially for weeks as a replacement wont be given until "3 repair tickets" have been done. I also still have no timeline of how long I will be without a fridge/freezer.
  
  I have already written off the $400.00 in food I have lost (as it cant be replaced without a receipt, which I obviously didn't keep - who does?) but I do not have the financial resources to purchase fast food twice daily for who knows how long, nor does fast food help in sending lunches with the 5 and 8 year old to school.
  
  Please help to rectify or expidite this process.
  
  Thank you in advance!!

  Business Response

  Date: 30/03/2023

  Hello,
  
  I am very sorry for this experience.  This issue was initiated on March 24th, 2023. The repair center visited right away and submitted an estimate to repair, which was approved on March 27th. Unfortunately, the customer does not qualify for an exchange as the repair cost is well within the economical range, there are no previous claims towards no lemon, and the claim is only 5 days old. We have reached out to the repair center to provide the compressor part when it becomes available. An agent will also reach out to the customer regarding the food spoilage benefit. 
  
  I am very sorry again for this situation, however, we are following the process correctly for this case and this is the process for all appliance issues when parts have become defective or are no longer working. We can understand the inconvenience, especially with young children at home.  If the customer would like to purchase a smaller fridge (bar fridge size) to hold some food products, they can make this purchase, and when the fridge has been repaired, we will refund them for the purchase when they have returned it. 
  
  My sincerest apologies for this inconvenience. 
  
  
  Regards,
  

• Initial Complaint

  Date:27/03/2023

  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.

  Hi,I bought a laptop in-store in Sep. 2022 and it had some issues. Because I live far from the store, I called customer service at ********************** and asked them how I can send it back to BestBuy. They said I can either go to the store or return the laptop using the return label. I chose the second option and they gave me the return label, which is attached for your reference.This is the tracking number: *************************************************************************************************************************** Two days after sending the item back, I got a confirmation email from ****** **** showing that the item has been delivered. I waited for 20 weeks to get my money back, and because nothing was done from the BestBuy side, I disputed the charge. The bank gave me temporary credit for this after a month.BestBuy started fighting by saying that the item has not been sent to them and they said that the charge was valid. I contacted ****** **** and they said that the item has been delivered to the correct address based on the return label.Today (3/24/2023), I got an email from ********************** stating that the temporary credit previously placed on my account has been reversed and now, I owe *** ~**** Dollars.I contacted BestBuy customer service today at 3:30 p.m. and they said because it was an in-store purchase, I must contact the store and they cannot do anything. I went to the store and they said that I need to talk to BestBuy Headquarters. I called *** and they said that under such a circumstance, it is better to file this to BBB, and then, to the small-claim court and seek compensation. This is indeed fraud. I did not generate the return label by myself. I cannot take this issue lightly and as I have been charged, if I do not payoff the balance, I will be charged in terms of interest. As a matter of courtesy, I sent my documents to ******************* <********************************> [Senior Fulfillment Specialist- Best Buy 944] for a further check but he could do anything. Please advise ASAP

  Business Response

  Date: 28/03/2023

  Hi ******

  Looks like you were fully refunded for this order on January 6th by the amount of $1,809.06. I have attached the receipt to this response for your personal reference. If you are still not seeing these funds on your account please bring the receipt to your financial institute. 

  Thank you,

  Kind Regards,  
  
  ****
  Executive Resolution Specialist  
  Bestbuy.ca

• Initial Complaint

  Date:24/03/2023

  Type:Customer Service 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 made a online purchase from BestBuy- Online, on a article that I later found to be ordered previously, I waited for this article to arrive. The article was never removed from its original packaging or opened. I was instructed by the seller that uses BestBuy to sell their product to send back to the sender, no return prepaid label. The product was purchased for $37.99 plus tax, my cost to ship back to customer was $19.14. This is a not reasonable method of accepting returns, again, never used, opened! Quote from BestBuy-
  
  "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.
  
  We reviewed the escalation and found that, since the product received was as ordered, the return shipping cost will need to be paid by the customer."

  Business Response

  Date: 24/03/2023

  Hi *****,

  I am Christophe a Customer Care Associate and to help you I need more information about this order.

  Could you provide us with the receipt or at least the order number ?

  Thank you,

  Christophe P.

  Customer Care Associate,

  Best Buy Canada Ltd.
  

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

   

  Customer Answer

  Date: 27/03/2023

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

   

  Best Buy wanted to know order number that was provided, no solution to my issue.

  Business Response

  Date: 28/03/2023

  Hi *****,

  After reviewing your case everything is correct. 

  
  But as a gesture of good will I would like to offer you a $20,00 electronic gift card as a compensation.

   

  Thank you,

  Christophe P.
  Customer Care Associate,
  Best Buy Canada Ltd.
  *** **** *** ******* ********** *** *** **** **************

  Customer Answer

  Date: 28/03/2023

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

   

  I have noted the Best Buy return Policy from which I complied, I was advised by the Best Buy Associate that all I had to do is return the item to the store and the store would have returned free of charge, contrary to the Company's Return policy. I have enclosed a copy of the Policy set forth by Best Buy.

   

  "Marketplace products are products sold by our trusted seller-partners through BestBuy.ca.
  Because of this, they have their own return policies (specified by each seller), and they cannot be returned to a Best Buy store—they must be returned to the seller by mail. To learn how to find a Marketplace seller's return policies, and how to return a Marketplace product by mail"

   

  Best Buy wont acknowledge their Policy and are trying to offer me a Credit, I object  as I will unlikely shop at Best Buy in the future because of their non compliance of their own policy.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 29/03/2023

  Hi *****,

  As I told you previously the $20.00 electronic Gift Card is a gesture of good will as the return policy was correctly given to you during this case.

  Thank you,

  Christophe P.

  Customer Care Associate,
  Best Buy Canada Ltd.
  *** **** *** ******* ********** *** *** **** **************
  ************************
  

  Customer Answer

  Date: 29/03/2023

  
  
  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, BUT I still haven't received my initial credit for product that was returned, the Company received my return March 27th..
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:24/03/2023

  Type:Customer Service 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 was lied to buy three employees about the price match policy. I purchased two digital download games. I asked the girl at customer service if I can price match it next weekend when it goes on sale and she said yes.
  
  When I got to the cashier I asked her as well if I could price match it next week when it goes on sale and she said yes.
  
  I asked her if she can confirm with her manager if this is true cuz I don't want any issues that I live far away.
  
  She called the manager over to the register and the manager said yes there will be no issue getting the price protection next week when it goes on sale.
  
  The game is now on sale and I am being told by Best Buy that I cannot get a price protection because it is a digital download and I will lose access to the game if they price match it.
  
  Had I known this I would have waited 6 days for it to go on sale and get it for much cheaper price.

  Business Response

  Date: 24/03/2023

   

  Hi ******,

   

  I am Christophe a Customer Care Associate and I am deeply sorry for the experience delivered for this sale, your case is being reviewed and I will get back to you as soon as I have a resolution to offer, it should be next Wednesday.

   

  Thank you for your patience,

   

  Christophe P.

  Customer Care Associate,

  Best Buy Canada Ltd.

  425 West 6th Avenue, Vancouver, BC, V5Y
  1L3| www.BestBuy.ca

   

  Customer Answer

  Date: 28/03/2023

  
  
  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,
  
  
  
  **** ******