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:02/03/2023

  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.

  Bought an ebike on December 12 2022, delivered January 3, 2023. Was sent the wrong size, because the size was not posted correctly. Size was posted as Medium, but was sent a Small/Medium. Too small for me, according to the manufacturer. Informed the retailer right away. Been trying to return the item since January 18, 2023. Retailer advised me not to return the item in store. Retailer states problem with courier recognizing my address, even though they delivered the item to me. Last I heard from the retailer was on February 8, asking if I was available that Saturday for a pick up from an alternate courier. I responded yes that same day. No response. No pick up. I have not heard from the retailer since that message on February 8. I have sent several messages to the agent for the case, I have phoned customer service several times. I have asked for an immediate refund. I am out of options. I had to get financing to buy the item. I want my money back. Please help.

  Business Response

  Date: 03/03/2023

  Hello ******,
  
  This is customer care team from ********************** at your service!
  
  We are reaching out to you regarding your request to return your order and get a refund. We sincerely apologize that our fellow agent was not able to respond back to you on time and in his absence your case has been assigned to another agent who will be contacting you shortly via email and will make arrangements to schedule a pick up of your order at your convenient time. Once the pick up is done you will be refunded for the full amount on your original method of payment.
  
  Kindly respond back to the email that our agent has sent you to confirm the pickup date and time. 
  
  Regards,
  
  Customer Care Team
  **********************

  Customer Answer

  Date: 03/03/2023

   
  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. This is insofar as the return of the item is concerned. This has been a very long and stressful process for me, and I will consider this resolved only after I have received a full refund, including the cost of financing, and also compensation for the trouble and time this has cost me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/03/2023

  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.

  Date of transaction: February 21, 2023
  Order #: **********
  Shipping ID: 245722311
  Item Purchased: ********* ****** **** * ******** **** ******** - 1 User - Digital Download x3
  Total Paid (including HST): $1103.97
  Best Buy Case #: ********
  
  I was supposed to have received three software keys via email for these products. I got one of the keys and waited a couple days to make sure the others wern't coming. On February 23, 2023 I contacted Best Buy support to have the keys I didn't get forwarded to me. They said it would be resolved in 24-48 hours. On February 27, 2023 I contacted them again as I hadn't received the keys and they said they escalated it and it would be resolved again within 24 hours. On February 28, 2023 I contacted them again and requested a refund for the two undelivered keys as it seemed impossible for them to resolve the issue and they refused to issue a refund stating that, for the third time, the issue was escalated and would be resolved in 24 hours. I've been more than patient with them and I'm not waiting any longer for a product that is supposed to come via email. Attached is the receipt for the purchase and the email with the single key (only the last characters so you can identify that it's only a single key) I received.

  Business Response

  Date: 08/03/2023

  Hello BBB, 

   

  I assisted the customer from my end on the Senior Customer Experience team and the 2 digital download codes that the customer was missing, were sent to the customer on his email. In addition, I offered the customer a $150 e-gift card for Best Buy, which he happily accepted and was happy about how the situation was handled. 

   

  The case has been closed now. 

   

  Thanks.

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

  Customer Answer

  Date: 08/03/2023

  
  
  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:27/02/2023

  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 ******* *** Plus 5G from BEST BUY MARKETPLACE, a seller (******** GADGET) sent me a NON FUNCTIONAL phone. I spent two weeks, thinking it was my SIM card, and after a ***** tech and several other advisories (including ********* they connected to that phone via ***** ***** APP) and they all came to the same conclusion: the phone was malfunctioning from the hardware (the INSIDES of the phone). I have sent the phone back, and have asked for my refund. They are telling me there's nothing wrong with the phone and I am about to lose my mind, I can't afford to give away almost $400 - this is absolutely crazy, I just want my funds back. That's it. This, by the way, is the SECOND time this seller has done wrong - I had ordered a phone last year and they made a refund to a bank account that was closed, so the total that this seller has put me in the **** for is over $600 at this point. And I've got NOTHING to show for it. NOT a thing.

  Business Response

  Date: 02/03/2023

  Hi *******,
  
  
  We really appreciate your patience.
  
  I wanted to let you know that there is an ongoing investigation in progress regarding the return of your ******* *** Plus 5G phone from our marketplace team.
  
  Your case should have resolution in the next **** business days via email.
  
  Thank you once again for your patience,
  
  The Best Buy Team

• Initial Complaint

  Date:27/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *********** *** system online from BestBuy Canada– Delivered on February 23 2023.
  Order Number ********** & **********.
  Unfortunately this unit causes motion sickness, specifically called “VR Sickness” to a large number of users.
  
  I called BestBuy on February 27 2023 (5 days after receiving the product) to explain my scenario and request a refund, and was denied any refund or exchange options due to the unit being opened.
  Nowhere on the BestBuy product page did it mention or have warnings of VR Sickness (Motion Sickness).
  I cannot use the unit for more than 15 minutes before becoming violently nauseous and ill, affecting me for multiple days after each times use.
  
  The complete unit cost me $855.73 and I am very concerned that they are not allowing a return option when this very expensive unit causes me to become physically ill.
  There were no warnings anywhere on the product page or at any part of the checkout window stating that this unit could cause any form of physical sickness.

  Business Response

  Date: 28/02/2023

  Hi ****,
  
  We're sorry that you are not entirely satisfied with your recent order for the *********** VR 2 and Charging Station you have recently purchased.
  
  Motion or "Simulation" sickness can unfortunately occur with devices such as these, we do apologize that you were initially rejected from being able to return them due to their "open" status. We are making a one time exception to allow you to return the items on the grounds that they are causing you physical discomfort.
  
  You should receive an email shortly containing your Shipping Labels to return your items. Please review the instructions below to ensure your return is processed in a timely manner.
  
  1.    Print the label and attach it to the box containing the item(s) to be returned.
  2.    The shipping label is valid for 5 days from the date you receive it.
  3.    Record the tracking number from the label for your personal records.
  4.    Take the item to your local Purolator Depot, or request for a pick-up by contacting Purolator at 1-888-744-7123. 
    
  You will receive a credit for this order within 10 business days of receiving it in our warehouse and an inspection completed.
  
  
  If you do not receive your shipping label within 24 hours of receiving this email or do not receive a refund with 10 business days of the tracking details showing that the item has been received at our warehouse, please reply to this email and we would be happy to further assist with your return.
  
  
  Thanks,
  The Best Buy Team

  Customer Answer

  Date: 28/02/2023

  
  
  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:22/02/2023

  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 an ****** 11 Pro *** from a Best Buy Marketplace seller in May 2022.After 4 months of using the phone it started to randomly turn off all the time and the battery would die shortly after being fully charged. About a month later, I woke up to find my phone over heated and separated at the seam because the battery swelled up. After taking the phone to the ***** store, they confirmed that the battery was an "unknown part" and should never have been installed in the ****** as it is not compatible and actually dangerous. I opened up a complaint with Best Buy's Marketplace team regarding the issue as the phone I purchased should have been refurbished with original equipment manufactured parts (ie. the battery) but was not.The seller requested I mail the phone to them for inspection. After their inspection, they decided to send the phone back to me without a battery, and sent me an email saying the battery was dangerous to ship back. The seller refused to provide a new battery, a refund or an apology for incorrectly refurbishing the phone with a non ****** battery. The seller advised that the phone is out of its 3 month warranty and therefore would not help. At this point, Best Buy had offered me $100 to purchase a new battery for the phone. I took the phone back to the ***** store, and they advised me that a battery cannot be installed in the phone due to the fact that the phone is currently missing a battery (because the seller took it). If the phone was refurbished in a correct and certified manner, the battery would not have swelled up. If the battery was an ***** battery and happened to swell up, ***** would have been able to replace the battery or perhaps offer me a new phone. The issue is that the phone was not refurbished correctly and should never have been certified as such. I requested a full refund as I did not agree to purchase a dangerous phone with uncertified parts but Best Buy is refusing to offer more than $100 for a battery that I cannot install in my phone. As per the Best Buy website, in order for the phone to have been certified, it should have been refurbished with an OEM ***** battery. It is evident that the "unknown part" installed in the phone by the seller has infringed on the phones functionality (swelling and breaking) and safety. Since Best Buy agreed to provide a partial refund, they agree that I have been wronged by the seller.I believe I am owed a full refund due to the false advertisement of a faulty product that was sold to me by a seller that was "vetted" through Best Buy.Any help with this matter would be greatly appreciated. Thank you,

  Business Response

  Date: 23/02/2023

  Hello,

   

  We see that the phone was purchased through one on our Marketplace Sellers and not directly through Best Buy.  Items are sold and shipped by these sellers from their own warehouses.  

   

  After reviewing the case thoroughly, we have determined that the item was provided as listed by the seller. It does state in the title that it is a "Certified Refurbished" item, and as such it is permitted for it to have a third-party part. Once an item is opened at a different store or service provider than the seller, the seller is no longer required to assist as it voids the warranty.

   

  We also found that the phone was physically damaged leading to the battery issues.  On those grounds we had to deny the warranty claim.  

   

  As a one-time exception, we also provided a $100 credit on the order to help with getting it repaired locally.  

   

  Thanks,
  Masood
  Senior Customer Experience Associate, Marketplace 
  Best Buy Canada Ltd.
  Suite **************************************************************************| ***********************************
  
  
  

  Customer Answer

  Date: 28/02/2023

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

  The Best Buy Canada team is not taking the safety and well being of their customers seriously.

  The damage to my phone has absolutely nothing to do with the faulty battery that was installed by the seller. The ***** store had no concerns with the damage to the back of my phone and confirmed that it has nothing to do with the functionality of the phone. The phone is is no longer operational because the refurbishment of the phone was not done using certified ***** parts. 

  As per the Best Buy website, in order for the phone to have been certified, it should have been refurbished with an OEM ***** battery.

  
  
  
  

  There was nothing in the description when I made this purchase that indicated that the phone would have a non ***** battery installed in it. If I was aware that the phone was refurbished with a non ***** battery, I would never have purchased it. 

  This is false advertisement as per the link above and I am requesting a full refund, not a partial refund. 

   

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

  Business Response

  Date: 03/03/2023

  Hello,
  
  The link shared by the customer clearly states If OEM parts are not available, third-party parts may be used provided they do not infringe on third party rights or are equivalent or better in quality, function, and appearance.
  

  We can confirm that the battery was made to OEM standards.  This means that the part is manufactured to original equipment manufacturer standards and does not mean that is specifically manufactured by *****.  
  

  As such, the phone she received is as ordered and we will have to uphold our initial denial. 
  
  

  Thank you.

  Customer Answer

  Date: 07/03/2023

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

  Not all batteries are compatible with ***** phones. The unknown part as indicated by the technician at the ***** Store was certainly not compatible with the ***** phone that was sold to me by the marketplace seller. I was advised by the associate at the ***** Store that an unknown part for a battery is not safe and an ***** phone cannot function appropriately and safely with a non ***** battery. 
  

  This has been the worst customer service experience. ******************** clearly does not care about my very valid concerns as a customer nor do they care about potential ********************** customers that *** have the same terrible experience I had. All of my concerns are due to the poor and faulty refurbishment done to my phone by a marketplace seller certified through Best Buy.

  I will leave reviewed wherever possible with hopes that no other customer is tricked into purchasing a hazardous product from a marketplace seller. 

  
  The least Best Buy can do is provide a full refund. 

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

  Business Response

  Date: 08/03/2023

  Hello,

  We have confirmed that the 3rd party battery was compatible with the phone.  This is why the phone operated without issue before the battery became defective.  The phone was in use from April 2022 December 2022, had the battery not been compatible, the unit would never have powered on. 
  We can confirm that the battery was made to OEM standards.This means that the part is manufactured to original equipment manufacturer standards and does not mean that is specifically manufactured by *****.
  Unfortunately, a warranty claim cannot be made as the warranty is void due to physical damage to the unit. This policy is standard among most electronic manufacturer warranties. 
  
  As such, the phone she received is as ordered and we will be upholding our initial denial.

   

  Thank you.

  
  

  Customer Answer

  Date: 17/03/2023

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

  The third party battery was absolutely NOT compatible with the ***** phone. This was confirmed by the ***** Store when they plugged in the phone and determined the battery was an unknown part. They understood immediately that the reason the battery swelled is because it was not an ***** battery and was not compatible with the phone. 
  
  The seller also determined that the battery was not compatible when they refused to send it back to me because it was deemed dangerous by them! 
  
  I would like my battery back from the seller as they had no right to take it from me. 
  This is the worst experience I have ever had with a business. I have been lied to and treated unfairly. I have even had a battery stolen from me by Best Buys certified marketplace seller. 
  
  A full refund is the very least Best Buy can do for me.
  
  Sincerely,
  
  

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

  Business Response

  Date: 23/03/2023

  Hello,
  
  We can confirm that the battery was compatible as the phone operated normally until the battery started to expand. 
  
  The battery becoming defective is not an issue of compatibility and normally would be repaired under warranty. Unfortunately, as the phone has accidental damage, a warranty claim cannot be made on this item as the damage has voided the warranty. 
  
  We will be upholding our denial for this case.  We do not believe that further communication will be productive for any involved parties therefore this will be the final decision from our end regarding this issue.  We deem this matter closed.  

   

  Thank you.

  Customer Answer

  Date: 28/03/2023

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

  My concerns as a customer have not been addressed. ******************** has not answered any of my questions (ie why did the marketplace seller take my battery from me and not replace it?) nor have they addressed the false advertisement or health and safety concerns associated with the third party battery that swelled up. 
  

  It is insulting that Best Buy chooses to blame me as the customer for the faulty battery issues. 
  

  Unfortunately for Best Buy, this matter will be escalated since they do not want to be reasonable and fair in their resolution. 

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

• Initial Complaint

  Date:22/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a desktop computer from Best Buy on July 2022. I also agreed to have a membership plan which I was told I can cancel anytime for a monthly fee of $22.98. I have been trying to cancel that plan since December 2022 to no avail. I visited the store twice and the manager told me that the plan will be cancelled. I have also called them several times waiting online several hours. The customer service is very bad. I would like to be reimbursed the $22.98 I have been paying from Dec. 22 .The payments are being made through monthly payments with my credit card.I was promised that I can cancel at anytime with no penalties but they are not honouring their word. Can you please help me sort that out. Thank you. *********************

  Business Response

  Date: 23/02/2023

  Hello *****,

  Thank you for contacting Best Buy.

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

  
  Thank you for bringing this to our attention.

  
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:I have been spending hours on the phone with their representatives.   I am not able to deal with them.  They do not have a good customer service.  Last I called telling them I will complain about their service to BBB they hang up on me.  I called several times , went to the store to speak to the manager as well.  No results.  
  is this how they treat their customers ? I would like a refund for cancelling a service that I was told I can cancel at any time.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/03/2023

  Customer have been informed of the following: Store Leader will be in touch with the customer directly to address their concern

  Hello *****,
  Thank you for waiting. Your concern has been escalated to the store lead, who will contact you directly with more information. Your invoice has been reviewed and it shows that the discounted services you received at the time of purchase were associated with the membership/plan.
  
  You can expect to hear from the Store Leader within the next week. I will keep your case open and if you have any further questions, please don't hesitate to ask.
  
  Regards,
  April
  BestBuy.ca

  Customer Answer

  Date: 08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:no one has called me and even if they call I do not believe a resolution will be provided. Instead of being refunded my monthly payments are stil going through.  This is a disgrace and bad customer service.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 14/03/2023

  Hello,

  We appreciate your reply. Based on our records, a representative from the Assurant/Geek Squad team has informed the customer that the cancellation will require payment of the recovery fee since the membership plan was a signed agreement.

  While a refund if the plan may be the preferred resolution for the customer, it is ultimately up to ********************'s discretion whether to provide it.

  We acknowledge the possibility of miscommunication during the purchase process, and we are willing to resubmit the contact requests with the store lead to clarify the transaction and any discounts that were applied.

  Thank you,

  The Best Buy Team

  Customer Answer

  Date: 14/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am still waiting for someone from Best Buy to contact me as you promised. No one has contacted me so far.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 22/03/2023

  Best Buy ***** Store Lead have been in contact with the customer. 

   

  Thank you,

  The Best Buy Team

  Customer Answer

  Date: 23/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:I was contacted by the sale manager who told me I will be receiving a gift card.  I would like to know the amount of the gift card before I agree to anything.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 31/03/2023

  Best Buy ***** Store Team Lead have been in touch with the customer to attend to store to address offer offered. 

  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 31/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:I would like to know what the offer would be please. The manager mentioned a gift certificate but I would like to know the amount please  

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

• Initial Complaint

  Date:21/02/2023

  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.

  Filed a claim on a stove that quit working had a repair man come to look at it threw geek squad never called us to let us no when it would be fixed called geek squad they said there was parts on order now 6 weeks with no stove or oven and no mown time it will be fixed very dissapointed with the service I’m receiving

  Business Response

  Date: 01/03/2023

  Hi ****, 
  
  Thank you for reaching out to us for your Geek Squad claim. I am sorry to hear that you have been waiting for the update in regards to the claim.
  Please be advised that I have reached out to Geek Squad team to gather more information in regards to the claim. Once I hear back from them I will provide you with the update. 
  In the mean time if you have any question, please do let me know. 
   
  Best,
  Gerry
  The Best Buy Team

  Customer Answer

  Date: 28/11/2023

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

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an insurance for my washing machine, plan number: ********* I have opened on December 28 an incident ******** because my washing machine stopped to work. Best Buy haven't been told us about any reimbursement our trips to laundry mat and they don't want exchange my washing machine, since in the policy is saying that if they cannot fix in 60 days they need to do washing machine exchange

  Business Response

  Date: 22/02/2023

  Hello,

  I am sorry for the issues you have had with your laundry center. I am currently looking into this issue and do see that cases have been created for this, including one as recently as February 18 escalating a request for a exchange. Currently, I am seeking further information regarding this from Geek Squad and will provide an update on that when I receive more informaiton.

  In the meantime, I will email you directly to provide a line of communication between should you wish to reach out to me with any questions, concerns, or information on this matter.

  Hopefully we can have this issue resolved in a timely manner.

   

  Regards,

  Best Buy Customer Care

• Initial Complaint

  Date:21/02/2023

  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 an ** **** 13" in August 2020 with an additional 2 year warranty from Geek Squad. While my warranty was still active, I gave my laptop to adjust the right hinge in late August of 2022. At the time, it was working perfectly fine but as the hinge was slightly misaligned with the frame, I wanted to be proactive and fix it before a bigger issue occurred. However after regular use, the computer completely fell apart in early February 2023. I closed my laptop normally and the screen completely detached from the back frame with 2 screws falling out from within and cracking the monitor. It is clear that as the laptop is closed, the hinge ***** the screen from the back casing. I went to Best Buy Geek Squad where I spoke with the manager (*******) and he explained that repairs only have a 90 day warranty but my device fell apart roughly 150 days after the "repair". He has conveyed that the repairmen believe it is not a hinge issue, but a monitor issue, however I am certain that the monitor issue was caused by the initial faulty repair of the hinge. The two are discretely connected and the hinge cannot be repaired without adjusting or removing the screen. Further, 2 screws fell out from within the laptop - I am not capable of unscrewing these myself accidentally. Regardless of whether the hinge was broken first and pried apart the monitor, or if the screws were incorrectly placed, allowing for the functioning hinge to damage the monitor, neither of these issues should be made out to be the fault of the customer who trusted *************** to make the correct repairs. I was been told that Geek Squad would reduce the cost of the repair from almost $700 to $500. This current computer, brand new, is selling for $800. Further, a replacement monitor goes for $100. While I was still trying to speak with managers/repairmen, they sent my unrepaired laptop back to the store without consulting me. I am looking for accountability for poor service.

  Business Response

  Date: 28/02/2023

  Hello,
  
  I am sorry for the issues you have had with your ** **** laptop. Unfortunately, all services and repairs do have limitations. You are requesting that we provide you with services 6 months after those services expire (3 months in the case of the warranty on the repair). 
  
  These limitations, such as the 3 month warranty on the repair, exist for reasons. If the repair were faulty there is a limit to the time that it is conceivable for the fault to present. Hinges on laptops do take a lot of wear and tear as well since we are opening and closing them often. 
  
  What you are asking for - repair, replacement, or store credit - is essentially you asking us to provide you with what we would if you still had a an active protection plan. This is not a reasonable expectation.
  
  Geek Squad did offer the repair at a discount, which is more than reasonable. 
  
  What I am concerned with, however, is the transfer of your laptop back to the store without consulting you. This should not have been done, especially since without a clear refusal by you of the offer, the offer would still be valid and Geek Squad would still need to honor it. In this case, I advise you to work with Geek Squad, if you wish to take advantage of the discounted repair.
  
  Regards,
  Best Buy *************

• Initial Complaint

  Date:17/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ** computer for $629.99 February 15. I did buy their plan and paid for set up. It was to include *******, virus protection and their membership plan. I was assured that was all I needed. The bill came to $1092.81. I thought that was significantly higher. I picked up the new computer February 16. When I got it home it didn’t work. The geek squad told me ******* was corrupted because I hadn’t paid for firewall protection. It cost me another $300 to rebuy ******* and firewall protection. So my bill for a $600.00 computer is $1400.00. The salesman never mentioned anything about firewall problems. The problem was immediate and baffles me. No one is interested in my complaint and thinks it’s fine that I paid for ******* twice and was never told about the firewall issue. I have used computers for a long time and never had a firewall problem or paid for protection. Dealing with Best Buy was very frustrating. The worst part is that if I return my computer I only get reimbursed $629. So they have and a good chunk of my money.

  Business Response

  Date: 24/02/2023

  Hi ******,

  Apologies for the delay with reaching out. We're currently trying to retrieve some insight from the Store where you had made this purchase to see what had gone wrong and where we can move forward from here. 

  Please reject this response and I will follow up once I have further details from the Store team. 

  Thanks,

  Kind Regards,  
  
  Erik
  Executive Resolution Specialist  
  Bestbuy.ca 
  
  

  Customer Answer

  Date: 27/02/2023

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

  Business Response

  Date: 02/03/2023

  Hi *******,

  I know you're already aware of what had happened as our Store associates have been in communication with you, although I will reiterate again here. 

  It looks like you were affected by a scam from Geek Squad impersonators. I'm terribly sorry this had occurred, although I'm glad to hear you were working with the Store folks to take the next necessary steps to further secure yourself from these scammers. 

  Once again I do apologize. If a similar situation occurs in the future where an alleged Best Buy/Geek Squad employee is asking for more money, please contact us first so we can confirm is that is legit or not. 

  Kind Regards,  
  
  Erik
  Executive Resolution Specialist  
  Bestbuy.ca