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:24/03/2023

  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.

  I purchased the Geek Squad extended protection for my phone back in may 2022. It covers a new phone in the event of breakage for whatever reason. I was charged $1130 for them to send me a new phone and when I returned the old one I would get back a credit of $930. They have my phone. They are claiming it’s not unlocked so until I unlock it they won’t give a refund. The phone is broken and go online to unlock it. A tech has told them this. They are still refusing to give me my refund even though the tech has told them there is nothing I can do

  Business Response

  Date: 31/03/2023

  Hi ****,
  
  Thank you for your patience. My name is Ace and I writing in regard to your Best Buy Protection Plan claim.
  
  We have reached out to our service team to inquire further about the status of your claim and will update you as soon as we have further information.
  
  In regard to the credit amount associated with your plan, please note there is a service fee based on the value of your product, as set out in your original purchase invoice. For example, a $700-1999.99 product will have an associated service fee of $200.
  
  Please feel free to respond to any questions or concerns you have in the meantime.
  
  
  Thanks,
  
  Ace
  
  The Best Buy Team

  Customer Answer

  Date: 02/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not entirely satisfactory to me. I have asked Ace to let me know who to contact to cancel all of my insurance plans and yet to get a response from him
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:23/03/2023

  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 purchased a **** ****** 1 15.6" - Silver Laptop (Open box) in Winnipeg Manitoba returned it to Best Buy on 03/16/2023 they then created a label and shipped it back to Best Buy Marketplace PRO OB in Langley, BC informed by BBB In Manitoba to contact you regarding my complaint. When received I noticed a small flaw on the top of the laptop it it hard to describe the flaw it looked dented in but not. Used it to find out the battery does not last very long as per mentioned. I also was trying to find out information about my laptop but there was none I could find regarding the MFG date, unless I looked underneath the laptop. Searched the serial of the laptop online and nothing was found, so I do not believe this laptop was mfg. as per the date written underneath the laptop. Also searched regarding the **** ****** 1 laptops to find out they stopped mfg. them in 2013 even called Acer and they could not give me a straight answer. I do not believe that this was an open box laptop because I was informed that open box laptops have never been used. I believe this laptop was refurbished and this is why I can not find the proof or mfg. via the serial number or SNID # under the laptop I don not believe that this laptop was mfg. in early 2022. I also mentioned this to the clerk at Best Buy here in Winnipeg and she did not write these complaints on the return label. I do not believe that this laptop was mfg. in 01/2022. Order # ********** The package has been received at an address in Langley BC.

  Business Response

  Date: 23/03/2023

  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 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.

  We can confirm that a full refund has been applied as of 3/23/2023.

  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.
  

  Thank you,
  Best Buy Marketplace Support Team

• Initial Complaint

  Date:22/03/2023

  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.

  About the ******** Air fryer recall refund
  I have send in the air fryer and Best Buy Received June 27, 2022
  since then I have been calling the recall hotline for my refund ( numerous times)
  every time I call in the lady just says will escalate my request. ( they confirmed that they received the air fryer)
  It is 8 months now and I still have not received my refund.
  there is no other means of communication with Best Buy about this, No email only that Recall hotline ( which is useless). I hope BBB can help with this issue.
  
  regards
  ******

  Business Response

  Date: 28/03/2023

  Hello ******, 

  Thank you for contacting Best Buy.

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

  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.

  they have reached out and finally provided me with the refund.

  Thank you BBB
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:21/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date March 18 2023 @ 420.
  I paid $799 plus tax (903.99)
  
  On the date mentioned I went into the store to purchase some networking items, after looking at products I picked up an item from the shelf, there were 2 on the shelf with the price tag attached to the shelf (attached). The description as far I was concerned matched the item Tag "**** ******* ******** ****** ******* ****** **". The product in the box was labelled "**** ****** *** ***2" and had 2 items in the box.. The descriptions were similar so I thought nothing more and headed to the cash. When the item was scanned the sales agent cashed me at 1099$ plus tax. I immediatly told her the label on the shelf says 479$ and there is still another box there, the agent came to where the item was took a picture and said she's going to have to involved the manager. The manager said they can't do that price but could do $799 plus tax, I took the product but told her I'm not happy, the price should be 479$ as I'm not the one who puts on the tags and stocks the shelves.
  
  I did shortly after (with 5minutes of leaving) return to the store to take a picture of the item and tag, however they had already moved the 2nd box.
  
  I did call Bestbuy to complain and was told that somebody from the store would call me within 24hrs, only after escalating an email to the Associate, Executive Resolution I received an email telling me that "After a further review of the situation, I regret to inform that we will not be able to sell the requested "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ****" for $479.99. $799.99 is the lowest price that we can offer to you. "

  Business Response

  Date: 21/03/2023

  Hello *******,
  
  Thank you for your emails and for sharing your feedback on the situation on the Better Business Bureau.
  
  I do apologize to inform that we will not be able to honour the $479.99 price on the tag. As the items mentioned are not caged, anyone with access to the shelf can easily shift the items around in the store. For example, a previous customer may have wanted to purchase 2 units of the "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ***k" but changed their mind. Said customer placed the 2 units on the empty shelf that had the $479.99 label. As shown in the example, products can easily be misplaced away from their original tag at the store. It is difficult to determine the exact cause of how the "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ***k" had appeared on the $479.99 tag shelf. As an attempt to minimize such incidents, we do have staff on the store floor that will make any shelf corrections when it is noticed along with providing assistance to our customers. Thank you for your interest in the "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ***k" and for allowing us to relocate the product to the correct shelf. For future reference, we will recommend to bring the product to the check out to confirm the exact price at the time of your visit. You may also review the product page on bestbuy.ca. As the staff at the Barrhaven store understood that such a scenario had caused confusion and inconveniences, the store had offered to sell the "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ***k" at a lower price than what was shown when scanned at check out. This lowered price was $799.99 which I understand you had purchased at the store.
  
  Again, the $799.99 price is the lowest we can sell the "**** ******* *** **** ******** ***** **** **** ***** ** ****** ***************** * * ***k" to you.
  
  If there is anything else that I may assist you with on this matter, then do not hesitate to reply to this email.
  
  Have a good day, *******!
  
  
  Thank you,
  
  Queenie
  Associate, Executive Resolution
  The Best Buy Team
  
  

  Customer Answer

  Date: 22/03/2023

  
  
  Better Business Bureau:
  
  
  

  I have been contacted by somebody at BestBuy and we have resolved the issue and I'm 100% satisfied. 

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

• Initial Complaint

  Date:21/03/2023

  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.

  I Purchased a new ****** ** November 11, 2022. Now four months later I have had to replace the battery even though I purchased the phone only four months again. I was.told by ***** that the phone is out of warranty even though I purchased I November 11, 2022. It has cost me $179 to replace the battery. I would like to be compensated for this amount.

  Business Response

  Date: 21/03/2023

  Hi *****,
  
  
  This is Carmen reaching out to you from the Best Buy Customer Experience Team!
  
  We have received your case in regards to a complaint made to the Better Business Bureau (BBB). 
  
  As your order is a marketplace purchase, I do ask that you reach out first to the seller and inform them of these issues and your concerns outlined in the complaint. Please see the below instruction on how to reach the seller.
  
  1. Visit BestBuy.ca
  2. Click on "Order Status" at the top right of the page
  3. Retrieve your online order by logging into your account
  4. Or – click on "Continue" below “I don’t have an account” to locate your order placed through the guest profile
  a. Enter your order number and email address
  5. Click on "Contact Seller" and follow the screen prompts
  a. If you’ve already started a conversation with the Seller, the message thread will be available below your order details, in which you can reply directly to the Seller about your inquiry
  6. You’ll receive a response from the Seller within 3 business days
  7. If you do not receive a response after 3 business days, please click "Contact Best Buy Support" to escalate your issue
  
  If the seller does not respond to you, or if you have any further questions or concerns, please don't hesitate to reach out by responding to this email and I will escalate the matter for you.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 22/03/2023

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

• Initial Complaint

  Date:21/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Best Buy Canada website had a special on the ******** **** Folding Treadmill for $999 ******** that ended yesterday on March 19, 2023. I had been wanting to purchase the item over the last couple of days but the website said it was out of stock. I even went to a physical store to ask if they provide rainchecks and they said, no. If it's out of stock, there are no rainchecks. Today is the day after the sale and miraculously, the treadmill is now IN STOCK. I contacted Best Buy using the **** feature and let them know that I felt it was a very blatant example of advertising fraud. I told them that I would instead ask if I can complete the purchase at the sale price before reporting it to the Better Business Bureau. Their answer was "sorry to inform BestBuy is not doing rainchecks, and we have no option to check on previous and upcoming sale to processed with previous sale."But this wasn't about rainchecks. This was about Best Buy promoting a sale, and then blatantly stating that the product was out of stock until the day after the sale.

  Business Response

  Date: 22/03/2023

  Hello,
  
  I am very sorry for this experience. When there are sales for popular or in-demand items, stock can fluctuate or drop quickly, and unfortunately, we don't have much control over that. Please note that we do not engage in advertising fraud, and it was not intentional to have a re-stock towards the end of the sale. Our agents are also trained to follow our policies and the agent was correct in that we do not offer rainchecks. 
  
  However, we are willing to make an exception for this case and will ask the customer to place a new order. Once the item has shipped, we will offer a price correction and the difference will be refunded to the customer in order to honor the sale price. As we understand how frustrating this can seem to a customer, we would really like to make things right for this negative experience. 
  
  Thanks,

• Initial Complaint

  Date:21/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Dec. 27th 2022, i purchased 3 ******** ***** bundle with the promotional offer for a free carry case + a 32GB micro SD card on the Best Buy website. This offer ended January 12th 2023. This dashcam is very expensive costing $350 plus taxes sale price. No where on the site did it state "while quantities last" for the free gift package. The site did say that the gift is added automatically upon checkout.The first order in December was processed with no issues and arrived with the free gift package (the carry case + 32GB micro SD card valued at $40).I ordered 2 more packages after i installed the product and liked it very much, one for my dad and another for my mom. The prices were the same as above with the promotional offer for the free gift package: January 9th 2023 order # ********** and January 11th 2023 order #**********.These January orders arrived without the free gift package. I called Best Buy customer support on January 10th and was told first that I was supposed to have manually added the gift package item to the cart (which was a lie). I was then told that because they ran out of the gift item, i had missed out. I tried for a very long time to relay that this was a Best Buy mistake and they needed to rectify the issue but to no avail. I was told i would have to check and monitor the site to see when the gift package is in stock again and call back to see IF they would send me the 2 outstanding gift items. I kept checking for several weeks but it was still out of stock. I was finally able to see that they had it in stock today March 19th and called Best Buy. Again i was told that yes, although the site did not state "while quantities last", they can't do anything about it and i was essentially ****** The only solution provided was that i could try calling a store and hope to get an exception. I am dumbfounded that a major store like Best Buy can continue to s**** the customer especially after they are in the wrong and admit to false advertising.

  Business Response

  Date: 21/03/2023

  Hi ******,
  
  
  I am reaching out to you regarding your BBB complaint ********. 
  
  I apologize for the situation and that the item was not available to ship with your two subsequent orders. 
  
  It appears that the item is now available, and I understand you would like to receive the two free items. Can you please confirm your shipping address iby responding to the email I sent you through our support system? 
  
  I will then arrange to ship these out for free. 
  
  I apologize for the inconvenience this has caused you. 

  
  Thanks,
  *******

• Initial Complaint

  Date:16/03/2023

  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.

  February 14th 2021 I purchased an ****** 12 pro for over $1400 from best buy in kingston Ontario. Because I use the phone for work they pressured me to get monthly warranty that covered the phone for everything including physical damage. They ensured me if I paid $18/month on my CC they would have me covered with a new phone should mine break. They said the process involved me getting a box shipped to my home, shipping the phone to them, and then getting an e-gift card to purchase a new phone.
  
  Now 2 years later I called because my phone is having issues and they talk about a $200 deductible and sending me a refurbished phone. They also lowballed me on replacement value. I was confused so I called best buy and they once again assured me of the process.
  
  Now nobody is responding as they just sending my complaint to a call centre (assurant) where they tell me I should've read the fine print. And that its not their problem someone lied to me.
  
  I would like a an e-gift card for replacement value of the phone like I was promised.

  Business Response

  Date: 16/03/2023

  Hi Liam,
  
  
  I received your BBB Complaint,********, regarding the fulfilment process of your protection plan for your ******. 
  
  I have reached out to my colleagues to find out what is happening with your service request. Please give me a couple of days to collect the necessary information. 
  
  Is this claim due to accidental damage or due to a defect in operation?
  
  The terms and conditions are outlined here: ******************************************************************************************************************************************************
  
  I will update you as soon as I have new information. Should you have any further questions or concerns, please feel free to contact me by replying to the email I sent through our support system.
  
  Thanks,
  Michael
  The Best Buy Team

  Customer Answer

  Date: 28/11/2023

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

• Initial Complaint

  Date:15/03/2023

  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.

  Ordered January 7th, 2023 costing $318.91
  Item was defective & incompatible with phone
  Refund was requested, return label was e-mail. There was no info given of additional charges or handling fee
  I was refunded $285.31 March 10th, short $33.60 of the original payment
  Best buy then informed me that there were fees charged without my knowledge - no resolving done on their end

  Business Response

  Date: 15/03/2023

  Hello,
  
  I am sorry to hear of the issue you had with ********* on the purchase and return of the ****** *** Drone. As this was a Marketplace purchase, I have reached out to the seller on this issue for them to either provide the remainder of the refund, or provide justification for withholding.
  
  You should be able to see information on this on your account at bestbuy.ca. I will also provide an update here, and by email to you, when I have received their response.
  
  Regards,
  Best Buy Customer Care

  Customer Answer

  Date: 16/03/2023

  
  
  Complaint: ********
  
  
  
  Hello, 

   

  Thank you for your message & contacting the seller, I hope this can be resolved soon.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 21/03/2023

  Hello,

  I have checked on the refund and see that it was processed on Thursday, March 16 on our end. It can take up to 5 business days to be reflected in your credit card statements.

  I will send you an email directly, if you do have any further questions or concerns regarding this order, please feel free to reach out to me by reply to that email.

   

  Regards,

  Best Buy Customer Care Team

  Customer Answer

  Date: 22/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as I received the refund. 
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:13/03/2023

  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 an email in April 2022 from Best Buy regarding an ******** Air Fryer recall and I registered it immediately. I waited for Best Buy to send me the shipping materials needed and when received, I dropped it off at my local *** store as instructed on June 17, 2022. The tracking number is ******************.On September 26, 2022, I received an email from Best Buy advising me to contact their recall hotline if I have returned my air fryer and have no yet received an e-gift card. I called the hotline to follow up and confirmed that they did receive my air fryer via the *** tracking number. The call agent assured me that a gift card would be sent to my email in a few weeks but could not provide an accurate timeline.I followed up again today, March 13, 2022, nearly a year after the air fryer had been recalled. The call agent did not provide a timeline this time and stated that they would reach out to me if they needed anymore information to process this refund. This refund process has taken an unreasonable amount of time to resolve and there is still no update or timeline on when I will receive my e-gift card.

  Business Response

  Date: 15/03/2023

  Hi there,
  
  We have reached out to the required party to initiate an investigation into this situation. They confirmed that the tracking number was received and processed, however, the customer did not complete their personal information on the label such as name and address, so they were unable to determine who returned the unit and process it to the account. They can see the customer contacted them on March 13th and they have submitted a request for research now they know who the customer is. They have committed to have the return processed this week and the customer should have their gift card within the time frame of a week to a week and a half. 
  
  Thank you,

  Customer Answer

  Date: 28/11/2023

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