Complaints

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

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  B 10232 E Whalley Ring Rd Surrey, BC V3T 4H2

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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

• Initial Complaint

  Date:30/01/2023

  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 January 9, 2023 I made an online purchase of a *** **** ****** * *** (costs almost $3000) on BestBuy Canada website to be picked up from their store located at 10 Old Stock Yards Rd. Toronto, ON M6N 5G8. After the purchase I received an email saying that I should not head to the store yet and wait for another email telling me when it should be ready. The next day I receive another email telling me that my order is shipped and would be delivered on 11th of January, 2023. I was surprised because this item was not available for shipping in the first place and was available for pickup only from that specific store. On Wednesday, January 11, 2023, I get a notification from ****** **** that my order was delivered so I head to the store to pick up what I have paid for. Upon my arrival I show the customer service rep my digital invoice and tracking number which they confirmed to be accurate say that they have not received it?! (It was received and signed by somebody clearly since digital signature is available and all of this should be visible on their surveillance cameras). Anyhow, I got out of the store empty handed (literally no product no refund, nothing!) and called bestbuy customer service to explain the situation and they told me to wait a few days before opening a lost shipment ticket?! On January 15, 2023 I receive and email saying the investigation may take up to 10 business days and a refund will be issued to you "IF" the claim is approved?! What does it mean that IF it is approved who is in charge of approving and denying this?? I clearly did not receive or picked up the product which I have paid with MY hard earned money and they can simply refuse to issue a refund that easy?? Today, Jan 27, 2023 marks the 10th business day and I have not heard back from bestbuy and * ****** ** ** ****** ** **** ****** ***********!

  Business Response

  Date: 31/01/2023

  Hello,
  
  We are very sorry for the delay in response and the delay in processing a refund. Today, the claim was approved and we have therefore processed a full refund for this order. This should reflect on the customer's original method of payment within 3-5 business days. Again, we are deeply apologetic about this situation as it was not our intention to leave the customer without a product or refund. 
  
  Thank you, 
  
  

  Customer Answer

  Date: 31/01/2023

  
  
  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:30/01/2023

  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.

  This issue is not regarding a specific store but rather an online purchase and the customer service received.
  
  I purchased the ***** ******* stroller online on December 26, 2022.
  
  I recieved the stroller on January 9, 2023.
  As stated on their website, the stroller comes with "included rain cover, comes with bumper bar, and travel bag". However, when opening the package, there was NO rain cover, bumper bar, or travel bag included as advertised.
  
  I reached out to online chat from Best Buy and an agent advised he sees that the package has been shipped and to wait 24-28 hours. I advised the agent I received the stroller but the accessories were missing. He advised there is a 2nd shipment and to wait.
  
  Waited until January 16 and nothing came. Reached out on Best Buy chat again. This time the agent confirmed those missing accessories are supposed to come with the stroller and advised me to go to a physical store to get an exchange. I explained to the agent multiple times that the stroller is "ONLINE ONLY" and physical store does not carry the product for me to exchange. Requested to speak with a manager and the agent ended the chat abruptly.
  
  I then called into speak with an agent as the online chat was not helpful. The agent on the phone placed me on hold and ended the call. I had to call back again and was met with another disconnection. I called a 3rd time. This time the agent advise they will escalate it and a mamager will call back in 24-48 hours. I waited 4 days and nobody contacted me. I called again and was told to wait another 24-48 hours. It has been over 48 hours and no one has contacted me.
  
  As I have not received the accessories as described on the website, this is false/ misleading representation and deceptive marketing practice. I am looking to resolve this matter by receiving the missing accessories as advertised or have the value of all the missing accessories refunded.
  
  Thank you for looking into this matter and awaiting a response.

  Business Response

  Date: 06/02/2023

  Hello *****,

  Thank
  you for your recent 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.

  
  Thank
  you for bringing this to our attention.

  
  
  Thank you,
  Best Buy Customer
  Experience Team

  Customer Answer

  Date: 09/02/2023

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

  This doesn't solve my concern. Bestbuy has contacted me on Feb/07/23 via email. I have replied to that email and only requested the missing accessories: Rain cover, Bumper bar and Travel bag. This was advertised and is still being advertised on the website for the stroller that I purchased.

  I have yet to receive a response back from Bestbuy in regards to the items being shipped to me.

  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 24/02/2023

  Hi *****, 
  
  Thank you for your patience. 
  
  We are waiting for the manufacturer to provide an update as the shipment will be coming form their warehouse. 
  
  We will provide another update once we receive a response. 
  
  Thank you,
  April

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I've asked best buy confirm which items are being shipped. I have yet to receive an answer since last week of receiving this email from best buy.
  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 07/03/2023

  Customer initially refused solution provided of $50.00 off the unit and travel bag.

  Customer is open to accept the travel bag with $100 discount of the unit which we would not be able to honor, however it had been mentioned to the customer that we can honor the $100 discount without the travel bag.

  At this time we are waiting for customers response. 

  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. Awaiting response to when we will receive the $100 discount so that we can purchase the missing accessories that were promised by Best Buy.
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:25/01/2023

  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 ****** ***** 6 phone in store at Best Buy March 30 2022 along with the geek squad phone protection. I have been paid for the protection ever since. On Jan 9th 2023, I made a claim for a temp replacement phone to be sent to me, gave my credit card info, and was told I would receive an email confirming the transaction, I have no email. There is also no online record of the payment attached to my geek squad account. I have all my payments for the coverage. Order number given on the phone was: ********. Account number online is: *********** was sent email asking to rate the geek squad service.I have yet to receive an email about the transaction, but was charged $896 on my credit card on Jan 10th 2023. No new temp phone and return box was sent. Jan 11th 2023, I spoke with a chat service member online and was given numbers. Global key: *************** SKU: ******** These numbers did not work. (******* *******)On ******* 15th I went to the Best Buy store to inquire about my transaction. They were unable to help me and to wait another week. They said the issue with my phone is likely not repairable and that ultimately I would get a refund for the temporary phone and a store credit for the broken phone so that I could purchase a new phone.******* 22, 2023. There was no update, no package at the house or postal office. I talked with a chat service person again (**** *******). They gave me new numbers that did work:Global Contract Number ID: *************** SKU: ******** They also said my account number was **********, and I do not have this account visible to me when I log in. Only the ********* account number. I have attached a document of our chat. She said I would be contacted in ***** hours - I was not. Still no emails.I want a refund to my credit card for the $896 charge, and store credit for my broken phone without going through the lengthy process of returning my phone for review. This has been ridiculous and classic **** moves.

  Business Response

  Date: 01/02/2023

  Hello *******,

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

  We have received your case regarding the concerns with your Geek Squad repair for your ****** ***** 6.

  Your case and concerns have been forwarded to our Geek Squad team as they deal with warranty and Best Buy Protection Plan claims.

  To answer some of your questions, a rework claim has now been initiated for your defective replacement. You had previously requested an advanced shipping claim, which requires a deposit of $896. You had verbally approved this fee, and it has been refunded as of 24-Jan. The deposit is refunded the defective phone is received by our vendor.
  
  There is another deposit for $896 for the rework claim, as you chose advanced shipping for this one too.

  If you have any further questions or concerns, please forward them to our Geek Squad team and they will be assist you further.

  Thanks,

  ******

   

• Initial Complaint

  Date:23/01/2023

  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 ****** ***** 2 from Bestbuy on June 24, 2020 with the extended warranty. The watch stopped working (heartrate monitor not working properly). I contacted Best Buy on January 15, 2023 and was provided a authorization number and airbill to send the product back. I have clicked on the link and it does not work. I have contacted Best Buy again and got a new airbill and again that does not work. I have called their 1-800 number and waited on hold over 3 hours and have called from another number requesting a call back and again nothing. I have chatted with them on their live chat and have been told they will look into it, but again, no resolution and told the link will take days to come. It has already come and it does not work. They cannot comprehend that. I simply would like a shipping label that works so I can send back a defective product.

  Business Response

  Date: 23/01/2023

  Hi ****,

   

  I am Christophe a Customer Care Associate and I am sorry for the issue with the return label. 

  I reached out to Geek Squad so they can solve this issue. I will send you an email so we can stay in touch until the issue is solved.

  Thank you,

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

  Customer Answer

  Date: 24/01/2023

  
  
  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:20/01/2023

  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.

  On Oct. 27th, 2022 I purchased a *** 55" ** at Best Buy ********************************************** with an additional warranty described on the receipt as "*** * ***** ** ******* **** ***** ********** ******** *** ************** *** *********** *** *** ******** *** ** *** *** **** ******** **** ** ******** ***********". I've attached the receipt. On Jan. 16th the ** stopped functioning and I attempted to arrange on-site service through my warranty with Best Buy. But I was informed that I needed to contact the manufacturer during the initial 1 year period that the ** was covered under their warranty. On Jan. 19th *** confirmed through troubleshooting that the ** required service and I would need to box it up and ship it back to them at their expense. This was precisely what I thought I was avoiding by purchasing "on-site service." On Jan. 20th I contacted Best Buy support again. I confirmed that the start date of my "4 Years of ON-SITE Geek Squad Protection" started on Oct. 27, 2022 and expires on Nov. 2nd, ****. But it was also reiterated to me that I would not be getting on-site service (or any service for that matter) for the first year of my "4 Years of ON-SITE Geek Squad Protection." I said that this was unacceptable and asked to speak with a supervisor. I was told one would get back to me in 24 to 48 hours if I left my phone number. This was ridiculous and I had already wasted enough time on what was an obvious bait-and-switch, if not an outright fraud, and so concluded the online chat. First and foremost, Best Buy can't continue to dupe consumers in this fashion. They need to make clear that their coverage begins *after* the manufacturer's warranty has ended and not claim the manufacturer's warranty period as part of the service you are buying from them. Best Buy could have easily made this clear in their 164-character description, but I'm sure they're aware it would cut into their profits. I would definitely not have purchased the coverage if this was made clear.

  Business Response

  Date: 28/01/2023

  Hello,

  We tried reaching out to the customer to provide them an explanation (how best buy protection works) about our warranty via email. Unfortunately, we are unable to reach out to them.

  Regards,

  Customer Answer

  Date: 01/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: all Best Buy said was they tried to reach out to me by email to explain their warranty but were unable. But no fine print explanation will explain away how I bought 4-year ONSITE protection but only get 3 years that starts after the first year. Its misleading, putting it mildly. I bought a big TV and the warranty was pitched to me at the store as no worries and on-site. My protection plan also has a start date of Oct. 27, 2022. Except that, according to Best Buy, it actually doesnt! Im not interested in hearing how Best Buy spins this. Im interested in them properly characterizing what they are selling. Because I, for one, wouldnt have purchased this ONSITE protection that doesnt involve on-site protection during the first year.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 15/02/2023

  Hello,

  Please allow me to apologize for all the issues you have experienced. As a one-time exception, we can cancel and process a refund for BestBuy protection, if that's you want. Please let us know.

  Regards,

  BestBuy Team

  Customer Answer

  Date: 16/02/2023

  
  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:20/01/2023

  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.

  Good day to whoever is receiving this I am hoping that you can help me with an ongoing issue I am having since December 2nd with Best Buy returns. On Dec 2nd, 2022, I ordered a ******* *** *** worth 3150$, 3559.49$ after taxes using my ****** **********************. *** ***** ****** ** **********. It was ordered as a pickup order for ***** ************ at **** ******** ** ****** ******. I found that the laptop was in fact not what I desired so I asked for a return label to which they issued me a return label with ********* on December 5th. I dropped off the laptop on December 6th and it was delivered at the facility on Dec 9th. I waited a few days with no emails or information. So a few days later I contacted customer support. I was told to wait a full 5 to 7 business days before I would receive the refund. I waited until the full 7 business days passed. I contacted Best Buy again and they told me that they would start an investigation that would last 3 to 5 days to locate the laptop and refund me with **** ****** ********. I waited 5 days, and I never received a response. I contacted them again and got a reply on Jan 2nd stating that they needed to check again and that they would try to locate it within a few days. Since Jan 2nd I have not received a single update or message which is very unfortunate and frustrating. Every time I contacted; I was told to wait longer. I am not sure who else can help me with this I hope BBB can make this right for me. *** ******** ****** *** *** ********* ******* ************

  Business Response

  Date: 25/01/2023

  Hi *****,
  
  
  This is Carmen reaching out to you from the Best Buy Customer Experience Team!
  
  The lost shipment investigation has been completed and your claim has been approved. 
  
  I have processed the refund for the full amount of your order back to your method of payment. Please allow 3-5 business days for the credit to appear on your statement.
  
  If you still want this item, you can place a new online order. If the price has increased since you placed your original order, please reply to this email with your new order number. Once your new order is shipped and invoiced, I will manually discount your new order and refund your method of payment in the value of the discount plus taxes. 
  

  
  Thanks,

  The Best Buy Team

  Customer Answer

  Date: 27/01/2023

  
  
  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,
  
  
  
  ***** ***********i

• Initial Complaint

  Date:20/01/2023

  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.

  On December 17th I placed an order for a 27 inch monitor from Best Buy when it was on sale. My card was charged on the 20th and I was informed I would receive the shipment by the 21st, the day comes and the estimated delivery time changes from "Delivery On the 21st" to "Still Calculating, Ready in 24 hours".
  I contacted online customer service and was informed I had to wait 2 weeks before I was able to open a case to investigate this issue. I once again contacted online customer service a few days later in which they opened a case for me but never sent me a case number to follow up on.
  On December the 30th I called the customer helpline in which they opened a case for me and was informed I would receive a response in 3-5 business days, however this time it was under the wrong department so the case was never followed through and I received no communication from Best Buy during that time.
  On January 11th, I called the customer helpline once more, they opened another case for me and informed me that it was sent directly to head office and I would receive a response by January 13th.
  On January 13th, I called again to follow up on the investigation and was then informed I had to wait until January the 17th to receive a response from head office and the issue was escalated.
  I called again on January 17th and I was informed by multiple service reps that I would 100% receive a response by January 19th.
  
  Today is the 19th and I have receive no communication apart from "It has been escalated" and that I will receive a response on "x and x day", but when that day comes I receive no communication and is informed to wait longer.
  
  I have no trust that I will receive any communication from head office or my monitor by the date that the customer service reps have provided.
  
  It has been over a month of contacting Best Buy with no support, I would like some sort of communication and the monitor delivered.

  Business Response

  Date: 27/01/2023

  Hi *****,
  
  I wanted to apologize for the delays with getting back to you regarding your case on Order #**********
  
  We have conducted an investigation regarding your order, and it has come to our attention that there was a processing error with your order, and it was never shipped. We are really sorry about the delays and inconvenience this may have caused.  I wanted to inform you that we are in the process of issuing a full refund for your order. As a chargeback claim has been filed, we are currently working with our chargeback team to issue a full refund to your ****** account. Please be assured that you will be receiving your refund. 

  If you are still interested in purchasing the monitor (*** ********), you can place a new online order. We will price match the order to the original sale price and issue a refund for the price match. If that works for you, please respond to the email that will be sent to you in a few minutes. 

  
  We appreciate and value you as a customer and we apologize for this shopping experience. We are offering a $35.00 eGift Card for the inconvenience caused. If this is something you'd be interested in, please respond to the email that I will be sending over in a few minutes. I will also be sending another email once the refund has been successfully processed onto your ****** account. 

  
  
  Thank you for your patience and understanding throughout this process.
  
  Regards,
  Best Buy Customer Care
  

  
  

  Customer Answer

  Date: 31/01/2023

  
  
  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:20/01/2023

  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.

  Purchased a mixer. It came a few days later..awesome fast shipping... but when I came home to it and opened it it was missing the actual mixer. Contacted bestbuy right away, they said they would get back to me. They never did. Finally contacted them again early 2023, where I finally got information to mail it back. I received an e mail from them the other day saying that what I sent them was not the right thing so they wouldn't do anything..but that is the exact problem- I did not receive the right thing so how am I supposed to send them the right thing?!

  Business Response

  Date: 23/01/2023

  Hello,

  Sorry that you have had this issue with Best Buy, however, when you initially contacted us regarding what you did receive you mentioned that you had received accessories and a bowl, but no mixer. This is not what was returned to us. There were no accessories or bowl in the box our depot received, only assorted items of garbage, such as an empty bottle. 

  It is for this reason that the refund has been denied. 

  Thanks,

  Best Buy Customer Care

  Customer Answer

  Date: 29/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:I mailed exactly what I received back. And I had explained to multiple people in customer service 

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

  Business Response

  Date: 03/02/2023

  Hello,

  In the chat when you reported what you received, when the return label was provided, you stated that you received some accessories and a large bowl. This is not what was returned. The returned package contained only garbage. 

   

  Regards,

  Best Buy Customer Care

   

  Customer Answer

  Date: 06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: as stated, I returned exactly what I received. I will be reporting this to my bank in the next few days if this is not resolved
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 15/02/2023

  Hello,

  I am sorry that you reject the response. But as stated, in your chat with our agent on December 5 you stated you received "a few accessories and the big bowl". What was returned to us was a box containing garbage, not accessories and a mixing bowl. It is for this reason that a refund is declined. This is also the second such claim you have made of receiving the wrong item from us since November of 2022, the first one was refunded.

  Regards,

  Best Buy Customer Care

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I sent back what I returned. You can say it was garbage all you like but that's what was sent BY you. Will be contacting my bank
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:20/01/2023

  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.

  1/19/23 9:00am Local time Regina, SK - I spoke with Shilpa M on the online chat
  
  I found that the steelseries website was listing a mouse for sale online at 53% off - $74.99 CAD.
  As best buy has a local store presence and a price match guarantee i ordered the mouse online from best buy and requested a price match immediately - despite being the same product they refused to honor the price match because the steel series website didn't list a product number. Since they wouldn't price match i told them to cancel my order - the rep online continued to copy paste at me that there was no model number on the website. I kept requesting they cancel my order so I could take my business elsewhere.
  After a while they eventually said that the order was no processed and they couldn't cancel my order. I argued that they have not shipped the item to me and can easily cancel the online order as it had been placed less then 15 mins ago and i had been talking to the online rep about it the whole time. More arguing took place, they charged my credit card and continue to refuse to cancel my order stating that after it had been shipped to me i could return the product at my own cost. This is unacceptable - they refused to honor their guarantee then i am expected to go out of my way to get MY money back that they have unlawfully taken from me. All of this could of been avoided if they had just honored their word.
  
  I expect a full refund *** * ****** ** ***** ****** ******** ****** **** ****** ****** ** ******** ****** ***** ***** ****** **** **** *** ******** ***** ***** * Their website CLEARLY states that charges will happen after the item has been shipped. **** ***** ***** ** ********** *** ********* ***** ********** * ***** *** ** ****** **** ** ** ********* *** *** ***** * ********* ****** ** ******** *** *** **** * ***** ** ******* ** ***** ****** 

  Business Response

  Date: 27/01/2023

  Hello,

  Please allow me to apologize for all the issues you have experienced with your order. Under our Low-price guarantee, a credit has been applied.

  Again, we apologize for any inconvenience caused. 

  Thank you for choosing Best Buy!

  Regards,

• Initial Complaint

  Date:18/01/2023

  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 december sixteenth I purchased a * * **** *********** consul with extra controller I received the controller on december twenty first and I still have not received the system itself and it is now been thirty plus days. I've contacted support they're giving me the run around they will not return my money they will not send me another system i'm running out of words to say i'm very upset this was bought for a christmas present my nine year old son has been sitting here staring at a * * **** controller for thirty days and has no system yet.

  Business Response

  Date: 18/01/2023

  Hello *****,
  

  We would like to start this email by offering our sincerest apology for all the mishaps that happened regarding your order. Please note that we were just performing our due diligence in locating your package by working with our carrier team, which is the reason why we advised you to wait. That said, as per your request, we have successfully refunded you the full amount that you had paid for your console to your original method of payment. Please allow approximately 3–5 business days for the amount to be reflected in your statement. We have sent you an email separately to your email address with the details of the refund.
  
  Once again, kindly accept our humble apology, as we will try our best to serve you better for your future purchases.

   

  Regards,
  
  Hemant 
  Associate, Customer Care
  Best Buy Canada Ltd.