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Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

Important information

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

Complaints

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

Find a Location

Best Buy Canada Ltd. has 176 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • 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

    Customer Complaints Summary

    • 681 total complaints in the last 3 years.
    • 150 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:17/02/2023

      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.
      On December 7,2022 my Mother purchased an **** **********( **** *** ***** ********** * ****** ****** ******* ********** ******** ********** **) for my daughter as a Christmas gift from Best Buy Canada (Order Number**********), the cost was $263.33. On January 17th,2023 the ********** stopped turning on, would not respond and would not charge. I reached out to Best Buy via their website and an Associate told me it was covered under warranty as it was considered a Manufacturer defect and Best Buy will fix the ********** under warranty for free. Since there is no Best Buy in my town, she stated she would send me an empty box with label to ship to Best Buy for warranty repair (*************). It is now February 16th and since then I have not received a box or label and I have reached out to Best Buy via their website, email and Geek Squad several times, each time I am either told a box is sent priority or I get the runaround where they tell me to submit a self serve request (there is no option for the ********** available). In my frustration I sent an email to Asus/the manufacturer for warranty repair and they state that the ********** is a Best Buy Exclusive model, and Best Buy should repair under warranty. The treatment from Best Buy is unacceptable, they are not solving this issue and have been dragging this out for the past month. I just want a box/label sent to me as promised so I can ship to them to get this Christmas gift fixed. At this point I would prefer them to just exchange for a ********** that works instead of constantly giving me the runaround.

      Business Response

      Date: 23/02/2023

      Thank you for your patience! I have gotten word from Geek Squad that the box they had shipped to you has been delivered and signed for. Are you able to confirm with myself if you have received the box?

      It would be under ****** **** Tracking: ****************. 

      If you have received the box, can you please let me know if you have shipped the ********** to our depot so the repair can be completed?

      Just to quickly explain the delays, it looks like there was a slight IT issue with our ****** **** label creator portal, so that's why there was a delay with issuing you a shipping label as our portal was not working at the time. 

      Please let me know - I hope to hear from you soon!

      Kind Regards,  

      Erik
      Executive Resolution Specialist  
      Bestbuy.ca 

      Customer Answer

      Date: 27/02/2023



      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:17/02/2023

      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.
      The ******** air fryer purchased from Best Buy was recalled. I received the email on April 26th, 2022. I registered the air fryer for a return and shipped out the air fryer sometime in July of 2022. I have not yet received an e-gift card, its been 7 months Ive contacted the number Best Buy provided. They said they sent the e-card but I never received it even after checking junk mail and completing the searches prompted by the customer service representative. They said they would send out another one. This was around October 2022 I called again in January 2023. They said they cannot provide me with an estimated time frame of when I will receive the gift card. The customer service representative would not transfer me or help me in any way. At this point it seems like a scam. Its been 7 months and I havent received my gift card and I have no air fryer. Its ridiculous. Im reaching out via this form since I have no other options.

      Business Response

      Date: 17/02/2023

      Hi ******,


      Our sincerest apologies on the delay in our response.



      We are working now to resolve your case locate the gift card that was to be issued for your ******** Air Fryer recall credit.

      A full investigation is in progress. We will try to complete the investigation as soon as possible and provide you with a resolution.

      We really appreciate your patience. If you have any questions, please feel free to contact us.

       

      Thanks,
      The Best Buy Team

      Customer Answer

      Date: 26/02/2023


      Complaint: ********

      I am rejecting this response because I have not yet received my gift card and the business has not reached out with any solutions after the initial response. 

      Sincerely,

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

      Business Response

      Date: 07/03/2023

      Hi ******,

      I have arranged to re-send you the $75 Best Buy e-Gift Card for the recall of your Air Fryer. Please watch for an email from CashStar in the next 3-5 business days. If you don't see it in your inbox, please be sure to check your junk mail folder.

      If you still do not see the email after that time please let us know and we can arrange to send it to a non0hotmail address.

      Thanks,

      The Best Buy Team

      -------------------------------------------------------

      I got the gift card! Thank you so much ******! I really appreciate your efforts.

      ******

      -------------------------------------------------------

      Hi ******,

      I'm glad to hear you did!

      Thank you once again for your patience in this matter, it was my honor to serve you.

      Thanks,


      The Best Buy Team

      Thank you for visiting BestBuy.ca

      Customer Answer

      Date: 07/03/2023


      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:17/02/2023

      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 a **************** 65 inch in March 2019 I bought extended warranty for my tv I contacted geek squad many times I filled 3 claims to get my tv fixed and still having problems I followed geek squad policy they attempted to fix it 3 times with no results I asked for a refund there telling me they need to take my tv away for diagnostics. I asked to speak with supervisor or manger etc. geek squad call center stated they will call you i left them my number and nobody returns my calls. I have tried to locate head office or corporate office the the toll free number all lead to the same call center. My warranty is over in march these people are just wasting time so I cant fight my claim. the help I am looking for is if someone can locate as actual head office. please let me know. my claim number is ******** with geek squad. please let me know. Regards *****************.

      Business Response

      Date: 21/02/2023

      Hello ***, 

       

      Thank you for reaching out to us. We have created a case at our end to help you with the resolution. Your case number is ********. Please be advised that we will contact you via our internal portal. 

       

      Best, 

      Customer Experience Team 

      BEST BUY CANADA Ltd.

    • Initial Complaint

      Date:09/02/2023

      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 bought a washer and dryer and a ******* refrigerator about 2 years ago. I started having problems with them in December 2022. I applied to best buy to get my appliances repaired under my extended warranty. they could not find any repair shop to fix my appliances. so they offered to give me back the money that I paid for my warranty. but under their agreement, if they can't get it fixed they would replace it. but they don't want to honor their warranty. here is the INCIDENT #s Dryer # ******** . washer #******** and refrigerator #********. these are the numbers given to me for my claims.please help me with this.Thanks, *****

      Business Response

      Date: 17/02/2023

      Hello,

      I am sorry for the issue you have had with your appliances and with the protection plan you had purchased.

      Currently I am reaching out to Geek Squad and other teams to gather more information and hope to be able to arrive at a good resolution for you.

      I will be sending you an email directly as a line or communication between us and will be asking for more information from you as well. 

      Please be patient as we work towards the best possible outcome. 

      Regards,

      Best Buy Customer Care

      Customer Answer

      Date: 20/02/2023


      Complaint: ********

      I am rejecting this response because: the matter has not been resolved yet, waiting on Bestbuy to get back to me.



      Sincerely,

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

      Business Response

      Date: 28/02/2023

      Hello,

       

      As we have been discussing in email, Geek Squad refunded the protection plans as allowed in the terms of service due to your remote location. They simply aren't able to find anyone willing to travel out there to provide any service. Without having their certified technicians look at the appliances they could not approve an exchange.

      However, if it were possible for you to get these items serviced and repaired, we'd be willing to see what we could do to reimburse you at least a part of this cost. I know this may be difficult, for the same reason that Geek Squad could not do it, the remote location of your residence.

      If you can let me know by reply to me last email, we can determine if something can be worked out to help you.

       

      Regards,

      Best Buy Customer Care

      Customer Answer

      Date: 28/02/2023


      Complaint: ********

      I am rejecting this response because: I have no way of getting my appliances repaired. and They sold me the wrrrenty even though they new where i lived. so it should be replaced .

      Sincerely,

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

      Business Response

      Date: 08/03/2023

      Hello,

      In the warranty, the terms do clearly state that if you live outside of an area where service can be provided, that the protection plan would be refunded in full. This is what has been done.

      I am still looking at other possible options, though given the remote area you are living in there may be little we can do. It was offered that if you could transport the units, we could have them serviced for you. But there is unfortunately no one who can service these in your area, and Geek Squad would not facilitate an exchange without proper attempt to service.

      I will be in touch when I hear back from other teams.

      Regards,

      Best Buy Customer Care

      Customer Answer

      Date: 08/03/2023


      Complaint: ********

      I am rejecting this response because:
      I have no way of getting my appliances repaired. 
      Sincerely,

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

      Business Response

      Date: 21/03/2023

      Hello,

      Unfortunately, there is no options for this. As per the terms and conditions of the protection plan you had purchased, if a repair could not be attempted because the customer lives in a remote location (more than 60 kilometers from a Best Buy store) then the plan would be refunded in full. This has been done for these appliances. You have stated that you are unable to get someone to repair them, you are unable to get a technician to travel the distance to where you live. We are no more capable of getting a technician to travel that distance either. The other option allowed in the terms of the protection plan was for you to have them repaired, or transport them to the nearest store location, both of which you have refused. As such, the plans were refunded.

      It is regrettable that there isn't anything we can do for you in this regard, but that is the case.

       

      Regards,

      Best Buy ************* Team

      Customer Answer

      Date: 22/03/2023


      Complaint: ********

      I am rejecting this response because: you guys sold me the warranty even though you knew where I was located. and in regard to a refund , I have not received that

      Sincerely,

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

      Business Response

      Date: 31/03/2023

      Hello,

      So far as the refund, I have looked into this and contacted Geek Squad and they have informed me that they were going to process the refund but that you had informed them not to till you spoke to a lawyer. Please let me know when you are ready for them to proceed with the refund as their stance on this has been made quite clear and is in-line with the terms of service laid out in the agreement under which the protection plans were purchased.

      Thanks,

      Best Buy Customer Care

    • Initial Complaint

      Date:09/02/2023

      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.
      On Tuesday, February 7th, 2023 I placed an order for a refurbished ******* *** on the Best Buy Canada website from a marketplace seller. The item was not shipped in the following days, and on February 9th I noticed that the order was cancelled, without notifying me in any way. I contacted their customer service to get clarification about how they could cancel an order without any kind of notice.
      I was informed that the order was cancelled because of some alleged problems with the billing address of my credit card. Despite my insistence and my request to speak to the customer service representative's manager, I was refused any more details about this issue as well as any real solution to this problem (the proposed solutions ranged from my contacting my bank to using a gift card to place the order, etc.).
      This is also not an isolated case; in 2020 during the pandemic lockdown, I was treated the same way at Best Buy. Several of my orders, placed with various credit cards, were cancelled.
      Please note that I have an excellent credit rating, and I have been using this card extensively to perform similar online purchases.
      To be noted

      Business Response

      Date: 16/02/2023

      Hi ****,

      I am reaching out regarding your case ******** created with the Better Business Bureau. Thank you for bringing your issue with multiple cancelled orders to our attention.

      We have conducted a thorough investigation regarding your multiple cancelled orders since 2020 - Present. It seems that there were some confusion with our system during the order verification process. We are deeply sorry about all the inconvenience this caused by this issue.  I wanted to inform you that we have resolved the issues shown on our end and you are free to place a new order without any issues.

      I will also be sending you an email to confirm everything mentioned in this email shortly.

      We appreciate and value you as a customer and we apologize for this shopping experience. It is never our intention to provide a shopping experience that isn't smooth and seamless. 

      Thank you for your patience and understanding throughout this process.

      Regards,
      Best Buy Customer Care
    • Initial Complaint

      Date:09/02/2023

      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.
      On 11-Jan-23 I purchased a laptop online from BestBuy marketplace. Delivery was expected in about 2 days, pickup was not available. On 13-Jan-23 I received confirmation that my laptop had shipped via ********* and my credit card was charged. I didnt receive it in the expected time and the ********* website said that the parcel was still not picked up. The ********* operator could not track it until it was picked up and scanned and said that I must go back to BestBuy to trace it. BestBuy repeatedly had no explanation and kept deferring saying that I should wait a few days. I found a fast replacement on **** and cancelled the BestBuy order but cant get a refund from them until the item is returned to a physical store. But I dont have the item it was never delivered! I opened a problem case in the BestBuy system with a response time of 3-5 business days. Twice that time passed before I inquired again with the exact same response to wait a few days and ending with we are unable to move forward with the matter on our end. I have since paid my CC the $1355.99 charge but have no way of recovering that from BestBuy and suspect that they can drag this on indefinitely with no incentive to resolve it fairly.

      Business Response

      Date: 17/02/2023

      Good day, *****

       

      Thanks for taking the time to write ** on the Better Business Bureau.

       

      Please be advised that we have issued the refund to you last week. Please refer to the email below for your reference:

       

      --------------- Original Message ---------------
      From: **************** ************************ [*****************************************]
      Sent: 2/10/2023 8:52 PM
      To: **************************************
      Subject: Your BestBuy.ca Inquiry - Case ******** - Order ********** - Shipping Status/ Lost Shipment Claim

      ***** ******

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

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

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

      ***** ****

      *******
      Associate, Executive Resolution
      The Best Buy Team

      Customer Answer

      Date: 06/12/2023

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

      Date:08/02/2023

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a television on October 22, 2022. Order #**********. I opened two service tickets with Best Buy, in each case they said they would investigate, and I never heard back. I then received an email on January 10, 2023 stating that the item was lost in shipping and I would receive a refund. I have contacted Best Buy twice again but again each time they say they will investigate and I never hear back.

      Business Response

      Date: 13/02/2023

      Hello *******,

       

      Thanks for sharing your complaint on the Better Business Bureau.

       

      Please be advised that we had contacted you on January 10, 2023 to resolve this matter. Refer to the following email for your reference:

       

       

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

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

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

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

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

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

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


      ***** ****

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

      Customer Answer

      Date: 17/02/2023



      Complaint: ********



      I am rejecting this response because:

      I have not received a refund. I have contacted Best Buy multiple times to complete the refund or deliver the product but they have done neither.



      Sincerely,



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

      Business Response

      Date: 24/02/2023

      Hello *******,


      We are sorry to hear that you have yet to see the refund reflected on your bank statement. We have looked into this matter and have confirmed there was an issue with the initial refund transaction. We do sincerely apologize for the delay and inconveniences. Rest assured that a full refund for the ***** **** *** ** *** *** *** ***** ****** ** ********** * ****" from your order ********** has now been applied to your original method of payment. The full amount will be reflected on your bank statement within 4 business days from now.

      As a customer service gesture for the delay and inconveniences, we want to offer you with a $50 Best Buy electronic gift card to be emailed to *******.******************. An electronic gift card can be used on bestbuy.ca and at any of our Canadian retail locations. It also does not have an expiration date. If you wish to proceed with this offer, then please let me know by replying to my current email. I will also be open to answer any questions you may have and review if you have an alternative desired compensation.

      I will look forward to hear from you soon, *******!

      Thank you,
      Queenie
      Associate, Executive Resolution
      The Best Buy Team

      Customer Answer

      Date: 27/02/2023



      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:08/02/2023

      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.
      Hello, I purchased a one year membership to Geeksquad for $239.99 CAD as I also purchased **** security cameras from Best Buy as well. I was told the Geeksquad membership would give me savings for the installation of the security cameras. When the security cameras came from Bestbuy, they did not work and I returned them. There were no other cameras in stock and I couldn't wait for new ones. Thus, I didn't order new ones and had to look for another security solution. I asked Geeksquad to please refund me of credit me the unused portion of the membership being approx. 9 months (i.e. I purchased the membership in Dec 2022 and tried to cancel Feb 7, 2023). Geeksquad said they couldn't refund my anything as per the terms of the agreement, which I was not told about at the time I purchased it from Bestbuy. I feel it is unfair for me to purchased something I will not use and was never told that I couldn't cancel and receive a refund or credit for the used portion. I understand that a refund is not possible, but a store credit should be allowed. There are no incremental costs that the Geeksquad would have incurred from my cancellation so a credit at Bestbuy to be used on another future purchase it the right thing to do as the Geeksquad did not suffer any financial loss from my cancellation.

      Business Response

      Date: 10/02/2023

      Hi ***,

      I am ********** a ************* Associate. An annual paid ******************** Membership can only be cancelled in the first 30 days.

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

      Thank you,

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

      ************* Associate,
      **********************
      425 ************************************************************* **** www.BestBuy.ca

    • Initial Complaint

      Date:06/02/2023

      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 placed an order for an **** Pro 12.6” 512 GB from Best Buy on January 22nd, 2023 for 1399.99. Best Buy had a sale happening during this time hence why I thought it was a great deal and needed one for school. I decided to purchase this **** with the website notifying that best buys online store had 1 left in stock. A few days go by and I check my order status via the confirmation email that was given, only to notice that my order was cancelled without any notification/email sent to me. I decided to call customer service to see what had happened. The customer service rep that took my call notified me that my order was cancelled due to “** ******** ******* *** *** ******** ** ******* *******”. I find this very hard to believe as I have ordered from Best Buy before with different shipping and billing addresses. Currently at this point I’m left with no ****, with very few options to choose from. I was given a choice of either, not purchasing another ****, or purchasing one a more expensive one with a 10% discount placed on top for my inconvenience. I decided to go with purchasing the more expensive one which was the **** Pro 12.6” 1TB model. Which came out to be $1601.99. 10 minutes later I get a call back from the representative, notifying me that I have to cancel this order because now my credit card could not be processed. Which is confusing because I purchased a TV through Best Buy 2 weeks prior with the same card and no issue. The representative then notifies me that she cannot honour the 10% on apple products. (Which is the real reason why she had to cancel my order). So then I was forced with ANOTHER choice, either not get an **** at all, or buy the same one AGAIN without the 10% discount. I proceeded to go ahead and purchase it again, with asking the representative to make a ticket to contact escalation. She made the ticket for me, a week goes by without and email or call. I call back today to talk to another rep, he notifies me that the ticket got cancelled.

      Business Response

      Date: 08/02/2023

      Hi ****,

      I am Christophe a Customer Care Associate and I am deeply sorry about the issue you went through.

      The item is out of stock for nor and we do not have an estimated time for new stock.

      Nevertheless I will send you an email and when the item will be back in stock if you order it and that the price is higher than in the cancelled order you will only have to reply to the email so we can honor the price.

      Thank you,

      Christophe P.
      Customer Care Associate,
      Best Buy Canada Ltd.
      425 West 6th Avenue, Vancouver, BC, V5Y 1L3| www.BestBuy.ca

    • Initial Complaint

      Date:06/02/2023

      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.
      Ordered two watches from Best Buy online on January 31, 2023. Received the order, one watch is a used/return and the other is not the watch described on the website. Called customer service and was told I could return them for a refund. Ordered one of the watches again on February 2, 2023 because I wanted the item “new” at the sale price. Received the second order quickly, but it is also a used/return item and not brand new as advertised. Called customer service several times as a manager was supposed to call me back regarding the original order. No call back received and customer service refuses to transfer my call to a manager or supervisor. Selling used items as new is against Canadian consumer laws. Best Buy ignores their customers and has made their system such that you cannot speak with a supervisor in store or at head office. The customer service rep actually said managers at the store have been told to not answer the phone. With so many complaints against Best Buy Canada, how are they still in business? I would like a full refund for all three watches. I would also like Best Buy to arrange a pickup of these returns, as I am unable to return them myself to the store or print a return label at home.

      Business Response

      Date: 07/02/2023

      Hi *****,


      This is Carmen reaching out to you from the Best Buy Customer Experience Team!

      We have received your case regarding a request for a return for two orders.

      First off, please allow me to apologize for your watches arriving in less than perfect conditions. 

      There are several options for a return and refund. We can either have the product shipped back with an *** label or what you can do is visit one of our retail locations and have a return processed directly in store.

      I have attached two ********* shipping labels for you, one for each order that you have requested to return. In order to have these units shipped back, you will need to have the return label printed out and secured to the box. Please ensure that the two orders are shipped under the correct shipping label.

      Label (2) is for order number ********** which is your first purchase and contains the ******* ********* ********* 45mm Men's Solar Powered Sport Watch - Silver-Tone/Black and ******* ********* 45mm Men's Sport Watch - Silver/Blue.

      Label (3) is for order number ********** which is the second purchase for the ******* ********* ********* 45mm Men's Solar Powered Sport Watch - Silver-Tone/Black.

      Please follow the instructions for the return shipping labels to have it shipped back to us:

      1) Print the label as displayed to you now or print later as we have just emailed you a copy!
      2) Place your equipment and accessories in a box (bubble wrap is recommended so the equipment can be shipped safely.
      3) Affix the label to the box
      4) Drop off the box at your nearest ********* drop off location **********************************************************

      If you require pick up services instead, please call ********* at 1-888-SHIP-123 for parcel pickup or bring your parcel with printed shipping label attached to your nearest drop off location.

      Once the units have been received at our depot, a refund will be issued within 10 business days.

      Alternatively, you may also return your units in store directly for an immediate refund.

      If you have any further questions or concerns, please don't hesitate to reach out.



      Thanks,

      The Best Buy Team

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