Complaints

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

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  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/03/2023

  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.

  On Mar 8, 2023 I placed an order (Order #**********) on Bestbuy.ca for 1 c **** ********* for $499.99 plus taxes. The total of $564.99 as a gift for my son on Sun Mar 12, 23. The payment was deducted same day Mar 8 and a delivery date of Sun March 12 my son’s actual birthday. On Saturday March 11 I called Best Buy customer service for an update. I told them I never received an email for the order placed. The customer representative said he cannot see an update or tracking but keep an eye on my email. On Sunday Mar 12 sound 11am I called Best Buy Customer Service again for an update. The representative said again they cannot provide an update or tracking but it is in the works. It is now Mon Mar 13 1:15am as I am writing this email the app still says “Order in Progress” same since the order was placed Mar 8 and my son has no birthday present. I am asking the Better Business Bureau for help for a refund as I believe the order has issues as the app has never updated. I have included a screenshot of the order from my app and if you see Order in Progress and see the time as well.

  Business Response

  Date: 13/03/2023

  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.
  
  Based on the tracking information from *****, your your order was delivered and they have taken a picture as proof of delivery. Your tracking number with ***** is ************. I have attached the link of the tracking information below.
  
  *************************************************************************************
  
  If you have not received your order, please let me know and I will open a lost shipment trace for you. 
  
  Please don't hesitate to reach out for any questions or concerns.
  
  Thanks,
  

  
  The Best Buy Team

  
  

• 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 was given a laptop for Christmas purchased Oct 27th. I started using it on Dec 25th. I used it 9 days and it started making a fan noise. We took it to our local Best Buy location wanting to exchange it for a new one. They would not do this so we sent it out for repair as this was our only option. Several days later I get an email requesting 200 dollar plus tax for repair even though it was under warranty. I contacted the store and they said it was an error that it would be fixed for no charge. The laptop was repaired and I had asked that it be sent to my home address. I was assured it would be only to find out it was shipped to the store which is an hour away from my home and it had been sitting there for 6 days. So we had to drive two hours to pick it up. Best buy did compensate me for the mileage. The laptop is still making the fan noise so we contacted customer support and they said they would not exchange it as it was past 30 days and were given the option to call **** which I did. They gave me the option of having it sent out for repair once again, which would entail driving another two hours to the ***** store to get it mailed. Now once again I am without the use of my brand new and DEFECTIVE computer for another two weeks at the very least. I run a business out of my home and this is not acceptable. I do not want a computer that has been sent out for repair twice in a two month time frame and used for less than a month in total. I want this defective laptop replaced for a new one. If it is having issues now what happens in a year when the one year warranty is expired? Best Buy needs to be accountable for the products that they sell. Hours of my time have been spent dealing with this issue when all they had to do was replace it for one that actually works. I realize there are return/exchange policies but if a product is defective after nine days of use it needs to be exchanged for one that isn't.

  Business Response

  Date: 17/03/2023

  Hello ********,

  
  

  We are reaching out to you regarding your complaint about **** Laptop that was purchased from BestBuy. We sincerely apologize to you for the time you spent in resolving this matter, and we wanted to assure you that we will take care of this issue and will do our best to provide a satisfactory resolution to you. Please note that one of our customer service representatives will reach out to you soon to provide further assistance. Therefore, we request you kindly respond to the email that was sent from our customer service representative to get a desired resolution for your case. 

  
  

  Regards,

  
  

  Hemant 

  Associate, Customer Care

  Best Buy Canada Ltd.

  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:13/03/2023

  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.

  Date: Jan 4, 2023. Order number: **********
  The amount paid: $2033.96
  I bought a microwave, a stove and a dishwasher. The dishwasher has never worked properly. I went to the Best Buy on Ashtonbee, Scarborough, and spoke to one of the managers about it. I wanted to exchange the dishwasher and get the same model. The manager I spoke to told me he had to back order the dishwasher and I would get it on March 25. I said fine, but I'm not paying for the delivery or the installation of the dishwasher again because I already paid for that once (for the one that turned out to be faulty). He said I would have to pay both of those costs so we argued for about 10-15 minutes and in the end he said that Best Buy would cover the cost of the delivery but I would have to pay for the installation. Now, not only did I get an appliance that's not working properly ** **** * **** *** * **********!), but it seems I'm getting two additional costs to get a dishwasher that works properly - the delivery cost and the installation cost. How exactly is it my fault that the dishwasher has never worked properly? Why should I pay for the delivery and the installation TWICE (once for the faulty dishwasher and once, hopefully, for the new one working properly)? This faulty dishwasher cost me my money, time and energy! On top of that, when I called Best Buy to complain about what that manager told me, the person I spoke to on the phone said that I would have to disconnect the appliance before the delivery team came over to take the old appliance and leave me with the new one that they're not going to install because they don't know how! How am I supposed to know how to properly disconnect a dishwasher?? Does that mean I have to pay a professional to do it?? That's a third additional cost associated with this new dishwasher - delivery, installation and disconnecting! I don't want to pay for any of those things!! I bought an appliance, and I just want it to work properly. Is that too much to ask???

  Business Response

  Date: 13/03/2023

  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 with the Better Business Bureau.
  
  First of all, please allow me to apologize for any inconveniences we may have caused. I do understand where your frustrations are coming from as you purchased an appliance with us and had installation done on it thinking that there would be no problems with it.
  
  As a gesture of goodwill, what I can do is I can schedule for our contracted technicians to come and complete the disconnection as well as installation of the new exchange unit at no extra charge to you.
  
  If this is okay with you, please let me know as soon as you can and I will arrange everything for you. 
  
  Thanks,

  
  The Best Buy Team

  Customer Answer

  Date: 14/03/2023

  
  
  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:13/03/2023

  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.

  On February 13 I bought on the Best Buy Canada website a 65" ******* TV for a total including taxes/shipping was $736.39. I reached out to the Best Buy customer service team by email on February 19th to request the TV be picked up/returned for a refund. We were unhappy with the performance of the TV. We were given case #******** and were told we would get an update. I called and spoke to a customer service rep who told me someone would be emailing me to arrange a pickup date. I asked for an update February 26th and again on March 4th asking for an update. Nothing. I called again and was told this was escalated to headquarters. I'm also told I'm not able to get a hold of them regarding this matter as there is no direct line. I finally got an email from headquarters (Queenie, Associate, Executive Resolution) on March 6th asking to confirm if I want exchange or refund, she asked for best day/time for the return. I've replied 3 times since then and its now March 10th and no response. I just want to return the TV for a refund, its been sitting in a box since February 19th as per Best Buy request waiting for someone to pickup for the return. I even offered to bring it to a store myself but they said its up to the store if they will take the tv bought online. I also have no way of calling any stores directly. I'm stuck, upset, out a bunch of money and have no tv and best buy is dragging its feet.

  Business Response

  Date: 14/03/2023

  Hello *******,
  
  We do apologize on behalf of the delay in response and for the pick up request.
  
  We have scheduled a return pick up appointment for the first available date on March 16, 2023. The carrier will give you an automated call 24 hours beforehand to issue you with your 3 hour time frame. Please ensure that someone the age of 18 years or older will be present on the date and that the product will be ready for pick up.
  
  If the above date does not work for your schedule, then do not hesitate to reply to this email or call our Appliance Concierge at 1-866-585-4494 to reschedule.
  
  Once the carrier has picked up the product and confirmed they have the product in their possession, the refund of the product will be returned to your original method of payment. 
  
  Thank you,
  
  Queenie
  Associate, Executive Resolution
  The Best Buy Team

  Customer Answer

  Date: 22/03/2023

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

  The TV was picked up on March 16th and no response to any of my 3 emails since then asking for an update. You have my TV and my money now. I feel kind of cheated and would like to be made whole in the form of a refund to my original method of payment which I’m still waiting for. 

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

  Business Response

  Date: 23/03/2023

  Hello *******,
  
  Thank you for your message on the Better Business Bureau and inquiry regarding to your refund. I do apologize for the delay with the refund! 
  
  A full refund of order# ********** has now been issued to your original method of payment. The amount will be reflected on your bank statement in 2-5 business days for now.
  
  As a customer service gesture for the delay and inconveniences, please find a $50 Best Buy electronic gift card in your email within 48 hours from now from **** ***** Ensure to check your spam box if you do not see it by then. With an electronic gift card, you may use it to make purchases on bestbuy.ca and at any of our Canadian retail locations. It also does not have an expiration date.
  
  Thank you for shopping with us! Have a wonderful rest of the day!
  
  Best regards,
  
  Queenie
  Associate, Executive Resolution
  The Best Buy Team

• Initial Complaint

  Date:13/03/2023

  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.

  CASE: ********
  I purchased a washer and dryer from Best Buy, Toronto. I scheduled a delivery time window and made the necessary arrangements on my end. Including clearing my schedule and booking the elevator & loading area with my condo. In advance of the delivery, I uninstalled my previous washer/dryer.
  
  The day of the delivery the driver showed up outside the agreed time window and attempted to deliver. I couldn't accept as there was no availably of the elevator or space in the loading dock.
  
  I had to reschedule delivery to the following weekend, this time a team comes to deliver the item but after opening the package they confirmed that they did not know how to install this item. The washer and dryer was left in my unit and the team left.
  
  Again I rescheduled another team to install and yet again they come outside the agreed time window and again installation was not completed because team arrived at a time different from what was originally agreed.
  
  As of putting this note in my washer and dryer which I paid a total of $3000 is sitting uninstalled in an unusable condition in my condo. I have called best buy numerous times to get this sorted out, but there hasn't been a resolution. I have urged the contact center representatives to escalate my calls and case but nothing has come out of it. I have reached out on every possible avenue, but it appears there is no channel for voicing complains.
  
  To sum it up;
  My purchase, delivery & installation has been an extremely frustrating experience (20+ calls to best buy)
  Not a single agreed time window was adhered to for delivery and installation.
  I was not able to reach a satisfactory conclusion to the case.
  I spent 3 weeks without a usable washer & dryer and 3 Saturday's trying to coordinate delivery.
  On the last call I said I want my money back and the items taken away, but the person put me on hold.
  
  I need compensation for the inconvenience. I was offered $80 (2.6% the value of my purchase) by the delivery company,

  Customer Answer

  Date: 17/03/2023

  Hi ******,

  Thanks for reaching out and appreciate the follow up,

  The delivery company reached out to me to offer a resolution. I was offered compensation and had to sign an NDA stating that the issue is resolved and I would not pursue the matter any further with the company or Best Buy. I'm currently awaiting reimbursement as agreed. 

  *****
  

  Business Response

  Date: 22/03/2023

  Hi BBB,

  
  According to the customer, this matter is being resolved by the carrier company by offering them a compensation. Because of that, we won't action anything further regarding this mater.

  Sincerely,

  Sam

  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:10/03/2023

  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 originally made an order at Best Buy online at the beginning of February. Unfortunately, the laptop I ordered was not the correct one I was supposed to order so returned it using a ********* return label. After returning the laptop with ********* it was delivered to Best Buy on the 22nd of February. I contacted a few days later and was told to wait a full 5 business days before receiving a refund or replacement. I waited the full 5 business days and contacted again. I was then told that it would take even more time to receive the refund but that they would email me the next day to resolve the issue. It has been 3 days since this and I have not received an email or any resolution. I am now fed up with the Best Buy support and returns team and need a resolution from a 3rd party. Below I will indicate all information I have related to this issue.
  
  Order n#: **********
  Return tracking number: 3*********** ***** ******* ** ************* ***
  
  3199.99$ + tax

  Business Response

  Date: 17/03/2023

  Hello,
  
  I am writing this to apologize for the inconvenience caused to you due to the delayed refund of your return. We understand that this issue has caused you frustration and we want to assure you that we are taking this matter very seriously and investigating the cause of the delay.
  
  We acknowledge that our delay in processing your refund was unacceptable, and we want to assure you that we are working hard to resolve this issue as soon as possible. We have already started investigating the matter and are taking steps to ensure that such delays do not occur in the future.
  
  We value your trust in our company and want to ensure that our customers receive the best service possible. Please rest assured that we will keep you updated on the status of your refund, and we will provide you with a resolution as soon as possible.
  
  Once again, we apologize for the inconvenience caused to you, and we appreciate your patience and understanding. If you have any further concerns or questions, please do not hesitate to contact us.
  
  Thank you for bringing this issue to our attention.
  
  Sincerely,

  BestBuy Team

  Customer Answer

  Date: 21/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my original complaint was still not resolved.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/03/2023

  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 finalized an online order (#**********) for a new range, dishwasher, dryer and refrigerator on January 12, 2023. Total cost was $4179.39 and delivery was scheduled for (Tuesday) February 28, 2023, being the day I would get access to the house. I got a call from the delivery agent on the scheduled delivery date, saying they were on the way. Later, they called again to have me confirm my delivery address and said BestBuy gave them a wrong address and they were at the North end of the city, versus South where the items were expected. They said they need to reschedule delivery for another day and I told them how important it was to get the items delivered as scheduled. I called BestBuy to explain the inconvenience to my family as we had perishables which needed to be in the refrigerator, and urgently needed the range to cook our meals as we could not live on eating out. I was told a ticket had been generated and I would be called within 24 hrs with details of the new delivery date and compensation.Since I didn't get a call, I called BestBuy again after 24 hours and a great customer service rep ******* looked into the case and said he was escalating further and believes I'll be contacted soon. To summarize, no one reached out from BestBuy, my family had to depend on ordering food (for 3 days) and our perishables got bad because there was no refrigerator. The appliances were delivered on Friday, March 3, 2023.Around noon of Friday, March 3, I received an email from BestBuy, apologizing for missing the **** and offering an $80 gift card (for use at BestBuy only) as compensation. This is unbelievable and I don't believe customers should be treated this way. A courtesy call from BestBuy would be appropriate and I really wonder if an $80 gift card is reasonable compensation for our decayed perishables and the undue stress my family (with children) were exposed to as a result of their failure to deliver our range, refrigerator and dishwasher as scheduled.

  Business Response

  Date: 14/03/2023

  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.

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

• Initial Complaint

  Date:06/03/2023

  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.

  Transaction number: *******************
  I purchased the ***** hood fan ******* *** ***** ** ******** ********. The delivery was on June 10,2022 and was installed by a third party on June 13, 2022. On the day of installation, the hood fan is not able to run. And I suspect it is either the power supplying issue or the hood fan is defective. Later on June 16, 2022, the home builder came in and tested all the wiring and all was good. Please see attached photos of the 3 lines testing. Then it leaves us the fan defective. I have been trying to talk to the sales team but they only agreed to do an exchange. As a result of it, I paid uninstallation and installation one more time (CAD299.45 in total), which doesn't make any sense for me. Please note, as a customer I have no way to verify if a hood fan is working or not until paid a third party to install it.
  The desired resolution for me is getting CAD299.45 refunded to my credit card.

  Business Response

  Date: 10/03/2023

  Hello,
  
  
  Thank you for contacting us. Unfortunately, we regret to inform you that we are unable to provide a refund in this case as the installation/uninstallation was carried out by a third-party company.
  
  Our refund policy clearly states that we are only able to provide refunds for services that are carried out by our own technicians. Unfortunately, since the installation/uninstallation was carried out by a third-party company, we cannot issue a refund for the installation service.
  
  We understand that this may not be the response you were hoping for and we apologize for any inconvenience this may cause. If you have any further questions or concerns, please do not hesitate to contact us. We would be happy to assist you in any way we can.
  
  Thank you for choosing our company, and we hope to continue serving you in the future.
  
  Best regards,
  
  
  BestBuy Team
  
  Best Buy Canada Ltd. BestBuy.ca
  
  [email protected]

  Customer Answer

  Date: 10/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It was Best Buy's fault to send me a defective product which led me to pay for installation fee twice. Due to hood fan's electrical feature, it has to be installed to verify if it is defective or not. Best Buy is responsible for testing product and make sure product is working normally before handing over them to customer.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 21/03/2023

  Hello, 

  Thank you for reaching out to us, we understand that you had to pay for the installation fee twice. We apologize for the inconvenience, but please note that if the product had been installed by a Best Buy-verified technician, we would have installed the item within the same installation fee. We can see that our store offered you installation services at the time of purchase, and we encourage our customers to take advantage of these services to ensure proper installation and functioning of their products.
  However, we regret to inform you that we will not be able to cover or refund any installation fees that were done by a third-party technician. We cannot guarantee the quality of work done by non-Best Buy personnel, and therefore, we cannot be held responsible for any issues that may arise as a result of such installations.
  We apologize again for any inconvenience this may have caused you, and we appreciate your understanding in this matter. If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,

  Best Buy Team

  Customer Answer

  Date: 24/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I used the same installation technician to install the hood fan twice. If this third party installation company is not trustable, why would they install the same hood fan successfully at the second time. Also, my home build sent people in and checked wire (see attached videos), they have confirmed there is no wire issue. And the sale manager who took care of my case had confirmed the first product was defective (see email).

  As a customer, I have right to choose Best Buy installation service or not. Even though I did not choose Best Buy's installation service, Best Buy is supposed to be responsible for any result that a defective product caused.

  Please be responsible and respect your customer and take an action.

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

• Initial Complaint

  Date:06/03/2023

  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 bought a 65" ** ****** back in Sep 2022 for 3999.9i plus tax and purchased an extended Geek Squad warranty under the impressions that any issues I get with the picture the tv will just get replaced. Back in January I started experiencing an area of the screen that the color was different then the rest of the screen, making it very visable on solid backgrounds. For example watching hockey, this area the ice is a little more reddish going from the top to bottom of the screen. Also I have noticed in brighter areas a dark haloing effect around bright spots. Restarting the tv will make the effect go away and it wont be visable if I rewatch the same scene. I have contacted ** about these issues and the fact the tv is starti g to get darker to watch despite being promoted as brighter then previous oleds, my two year old one now being brighter. ** has refused to send anyone to look at it despite having a 5 year panel warranty on it. I am now hoping to take advantage of my geek squad warranty and get it replaced. I know the tv has been discontinued so I am hoping that we can replace it with the ** **** when it is available. I would be willing to pay any difference between the two tvs.

  Business Response

  Date: 15/03/2023

  Hi ****,

   

  This is to confirm that we have reached out our contacts at ** and have provided them with the relevant information regarding the defects present with the unit in an attempt to facilitate a service repair or replacement under the manufacturer's warranty.

   

  We will be in touch to provide you with an update as soon as one becomes available to us.

   

  Thank you for your continued patience and understanding throughout this process.

   

  Regards,

  
  The Best Buy Team
  
  

   

• Initial Complaint

  Date:03/03/2023

  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.

  Ordered a pair of monitors online on February 27th 2023 to be picked up in store, received my confirmation the next morning via text that its ready for pickup so I got ready and went out to pick it up on to have them tell me its canceled and I should receive my funds within a few hours or the next day. Turns out they canceled my order because they only found one monitor. They checked the system and there was 7 in stock. Someone brought out two monitors in under 3 minutes. Only i didnt have the money to purchase them again. Its day 4 now and I still havent received the money back into my account. They also put into the system that It was canceled because I didnt show even though I was out there waiting for over an hour waiting for my money to go back onto the card and no one is willing to help through customer support. We received the runaround and were told its already been released to the bank. I checked and there are no pending transactions. One person gave us a 10% off the next purchase up to $100 that we cant use.m because they still have our money. Its going into the weekend and we now have no money going into the weekend because I was forced to pick up the product elsewhere, it was needed for a post secondary program. This is an unacceptable practice and we are being financially punished for a mistake made by the store. My order number was **********. The cost was $332.92 They need to do better. If they had not accepted the order before looking for the product this wouldnt be an issue and they also should have notified via text that it was cancelled. They also need to have a better refund policy in place. Not everyone has an extra ******* dollars kicking around at all times.

  Business Response

  Date: 10/03/2023

  Hello,

  I have received your inquiry about your cancelled order being charged. I am very sorry to hear you are experiencing this error.
  
  I have looked into this and have been able to verify that no actual payments have been taken. What you see are pending authorizations on your card, but unfortunately with authorizations such as these, Best Buy cannot remove them. This can only be done by the bank directly.
  
  Generally, authorizations last for up to 10 business days, so they will be automatically removed by your card provider by that time. I hope you will see them removed sooner than later. Again, we will apologize for the inconvenience it might have caused you. 
  
  If you have any further questions, please do not hesitate to reply to this email.
  
  Thank you,
  
  
  BestBuy Team
  
  Best Buy Canada Ltd. BestBuy.ca
  
  ********************************************* us why here...