Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

688 total complaints in the last 3 years.
153 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.

Initial Complaint
Date:14/11/2024
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.
**************** will not allow me to cancel my Geek Squad subscription (AGI*BestBuy).It is obviously a chat bot, not a person.I am travelling and I am not willing to attempt the same by phone.This is obviously obstructionist.I can access all sorts of things through my Best Buy account online. This apparently is not one of ******* quite prepared to initiate a merchant chargeback through my Mastercard and I will not wait long to do so.
Business Response
Date: 20/11/2024
Hi *******,

We will respond to your inquiry through our internal portal.

Thanks,

The Best Buy Team
Customer Answer
Date: 20/11/2024

Complaint: 22536736

I am rejecting this response because:
Slow to respond via BBB submission and via multiple attempts to resolve withAGI*bestbuy.ca and with Bestbuy directly

Sincerely,

******* ******
Business Response
Date: 22/11/2024
Hi *******,

Upon checking the latest email from Geek Squad, I can confirm that the plan under phone number ************ has been cancelled, and a refund for the last month will be issued back to your card. If you have any questions, please feel free reaching out to us.

BEST BUY TEAM
Suite ************************************************************************| BestBuy.ca
Customer Answer
Date: 22/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:13/11/2024
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 went to Best Buy looking for wired earphones as the Bluetooth give me headaches. I found a pair of JBL (well known for quality) and decided to buy them. But while paying for them, the employee told me that I can not return them IF opened and used for hygiene reasons ( he said it was new Canadian policy!). The explanation was confusing and a trickery in my back mind and I bought them with hesitation.After a night of thoughts, I decided that I didn't like the purchase as well as the so called new policy, so I decided to return them for a refund because I DIDN'T opened the box and I never used them. In fact, they are in the same state I bought them in and I got the receipt saying that I can return them until January the 12th, 2025.And then, on the day (of November the 2nd, 2024), I return them but they refused to refund me saying that it was a final sale! I check very well in the store and on the receipt and there is no indication of such proclamation. They said that the only thing they can do is exchange or give me a Best Buy card of the same value but I don't plan on shopping in that store after this experience as they try to strip me of my money hardly earned!!Nevertheless, I want them to refund me as they take back their earphones (still new, unopened and unused)!I disagree with their policy and will never lose my time with this store in this lifetime anymore.Please help resolve this issue because they will respond positively to my request only if they receive a letter/ email from you! Form my prospective, it is simple, they take back their JBL earphones and they refund me ***** $ and everyone takes their own paths to happiness.Thank you in advance for helping me with this issue which shouldn't be.Have an awesome and Blessed day.
Business Response
Date: 14/11/2024
Hi Fabrice,

We have received your case in regard to a complaint that you have submitted to the Better Business Bureau about one of our store denying your refund.

As per our return and exchange policy, headphone are returnable if the item has not been opened so I am unsure why the store told you otherwise. In order for us to take a further look into this, we will need you to provide us with the invoice number on your purchase receipt or order number. Please attach it in your response.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:30/10/2024
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 **************** on October 16th. I could not find the email with the activation key and called Best Buy on Oct 19th. They said they would send me a new activation key in 24 - 48 hours. I located the activation key and it had been disabled. I phone Best Buy on Oct *************************************************** 24 - 48 hoursreference #********. I phoned Best Buy on Oct 28 they said they will send me a key in ***** reference # ********.I phoned Best Buy on Oct 30 on hold for 36 minutes waiting for a manager, reference #********. They said a manager would call me back and they have not called back.
Business Response
Date: 31/10/2024
Hi *****,

We have received your case in regard to a complaint submitted to the Better Business Bureau.

Unfortunately, digital downloads are non-refundable, but what I have done for you is I have reached out to our vendor to send you a new activation code. Please allow our vendor 48 hours to review this and get back to me with a response.

As soon as I hear back, I will advise you on the next steps.

Thanks,

The Best Buy Team
Initial Complaint
Date:30/10/2024
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.
Hello,I would like to return both items from order #********** placed on October 12. Best Buy's online system isnt allowing me to print a return label. I also contacted Best Buy via chat and phone, but the agents were unable to assist me in obtaining a return label.Could you please provide me with a return label for both items?Thank you.
Business Response
Date: 31/10/2024
Hi *****,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

I have attached a return label to this email. Please see the below instructions for the return:

- Include any documentation required by your merchant inside your return packaging.
- Ensure your package is securely packed, wrapped and reinforced.
- Affix the return label to the largest side of your package. Your package must be at least 10.2 cm x 15.2 cm (4 inches x 6 inches) to fit the label.

Your return tracking number is ****************. Please feel free to drop off your package at your nearest Canada Post location. A refund will be provided within 10 days of the depot receiving your package.

If you have any questions or concerns, please don't hesitate to reach out by responding to this email.

Thanks,
The Best Buy Team
Customer Answer
Date: 31/10/2024

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:30/10/2024
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 TV 4 years ago and opted it for an extended 4 year warranty including accidental physical damage as I have 3 small children. The cost of the warranty was over $800 about a third of the TV cost which even now could only correspond to an extended warranty including accidental physical damage (I looked up the cost of warranties now for similar TV's and the basic extended warranty without physical damage is about half the cost). The screen was damaged in September (my warranty runs out in December) and after initially accepting the claim Best Buy has since refused to honour it claiming that I only have the basic warranty that does not cover physical damage although based on what I paid that makes no sense. Note also I had to actively keep calling customer service to obtain this information as Best Buy never contacted me after I filed an incident report. If this damage had occurred after December when the warranty ran out I would have nothing of course so you can understand my frustration as this is specifically why I purchased such an expensive warranty to begin with. I pursued all avenues I could with Best Buy and all they offered was to discount the cost of my extended warranty on my next TV purchase rather than honouring the warranty. Of course now I have no faith in their customer service and they seem to have no intention on honouring the warranties they are selling so I am in no way interested in purchasing again from them. It is not even a question of my word against theirs, as the price I paid for the extended warranty could only correspond to one that includes physical damage. All I would like is either an exchange or refund as per the very expensive extended warranty I had purchased. Thank you. I can provide the original receipt via email upon request.
Business Response
Date: 05/11/2024
Hi ******,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

I have reached out to our membership and protection support team for information about your claim. The team has advised that your plan that you purchased does not include accidental damage coverage. This was determined by the technician that came out to take a look at your unit.

Your 4 year plan was purchased for $819.99 on 11/30/2020. This is in line with current pricing for units of this price. This plan type is priced at $829.99 in 2024.

Refunds and exchanges on protection plans can only be refunded within 30 days, and as such, we will not be issuing a refund on the protection plan.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Initial Complaint
Date:29/10/2024
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 have been waiting on a refund for over 10 days to which my concern has been escalated 2x to the refund ***** I have never been given a phone call to discuss this by someone higher then the call centre people. They assure me they can't speak to anyone higher up directly so I am destined to continue getting the run around while they owe me $500+
Business Response
Date: 01/11/2024
Hi ********,

We have received your case about a complaint you have submitted to the Better Business Bureau in regard to a prepaid pickup that you had placed but was not picked up and charged.

I have reached out to our team from the store and they have advised that you had placed two pick up orders, order numbers ********** and **********. The store has advised that order number ********** was picked up on October 19, 2024 and the order number ********** was cancelled on the same day.

Please let me know if you have any questions or concerns.

Thanks,

The Best Buy Team
Initial Complaint
Date:29/10/2024
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 returned an item and i never got the refund from bestbuy.The order is **********. The vendor never paid bestbuy
Business Response
Date: 31/10/2024
Hi **********,

We have received your case in regard to a complaint you have submitted about a missing refund for your Best Buy Marketplace order.

You have indicated that your unit was returned but I am unable to see on my end whether this was a return done through a return label, an in store return, or whether the package was never received and returned to sender. Can you please advise? We will require a copy of the shipping label or tracking number if this return was shipped back to the seller with a return label.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 05/11/2024

Complaint: 22481930

I am rejecting this response because: i sent an email to best buy today. the vendor told us to keep the product and gave us a refund. see the bestbuy board mesages.

Sincerely,

********** Thiyagalingam
Business Response
Date: 07/11/2024
Hi **********,

Thank you for your response!

I have arranged to send you the $45.19 Best Buy e-Gift Card. Please watch for an email from ******** in the next 2 business days. If you don't see it in your inbox, please be sure to check your junk mail folder.

Please don't hesitate to reach out for any further questions or concerns.

Thanks,

The Best Buy Team
Initial Complaint
Date:29/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an annual Best Buy membership (i.e. :BitDefender Program). In Sept, I called their toll-free to ensure continuation. Sunday, October 27 evening, I found out it wasn't activated despite two ****s on my screens 'appearing' to be running. Immediately, I called and spoke with:AI system sent me to ??? to find out why it is not activated. Staff transferred me to tech.TechAgent 1 ) Via phone and live on my device, saw my activation code was not working (should automatically via annual autopay). They input a new one. I stated the second **** was still not working. **** said my device was too slow and needed a clean up and was passed unto another tech. TechAgent 2) Met via chat for clean up. I asked for a text (to connect) and did not get one. During clean up, no explanation - as a consumer it is scary when someone deletes items without explaining. During clean up, no consumers have chat access as they are in control of your device/mouse. Tech 2 said we are done, yet the second **** was still not there. I ongoingly said that the **** wasn't there, explained its symbol and what it did, as well as having it since the start. I kept getting back a 'no' response. I insisted there should be two ****s and repeated myself. Next response was to transfer me because they have to go on break. I do not appreciate being told "No" when I know what I paid for annually.TechAgent 3) While waiting, I called *****# due to constantly told no and did not want to go through the same thing/be unable to converse. While talking to tech via phone, 3rd ***** came on chat. Both these tech staff said yes there is a second **** which is for the *** and fixed it.Also, making a complaint re: paying for a portion of non-working service and requesting prorated credit, was tossed around to and by staff, and was difficult. I felt unheard/lack of resolution. There is no official complaint **** and told "no manager." Hard to fathom as it is a business. I am seeking compensation and apologies.
Business Response
Date: 30/10/2024
Hi **** **** ********,

We have received your case in regard to a complaint we have received from the Better Business Bureau.

From what I am understanding, it sounds like you are experiencing some issues with the Bitdefender product in terms of activation and reached out to speak with the support agents from Bitdefender for help. Unfortunately, when issues do arise with the products themselves, we do ask that you reach out to the manufacturer for assistance. They will be able to better support you and figure out what is going on with your product. If they are not responding to you, we can reach out on your behalf to see what is going on and escalate this matter with them.

In order for us to better assist you, please provide us with your order number or a copy of your purchase receipt. Please note, we will be unable to offer refunds on software purchases. As per our return and exchange policies, a refund can only be issued for a physical copy of a software if unopened, and digital downloads are non-returnable.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 02/11/2024

Complaint: 22480582

I am rejecting this response for the following reasons:
1) The product BitDefender works the issue is that it was not automatically activated despite my annual renewal payment. Please reread my complaint.
2) I purchased this annual membership via Best Buy, thus, should honour the contractual agreement of providing a full year of paid services. Under the Best Buy Membership Plan, duration begins on the date of registration for a full year and will continue annually until the plan is cancelled or the consumer fails to make payment. I have been paying in full every year since it started.
3) According to the Canadian Consumer Protection Law, automatic renewals and subscription-based services in Canada must be structured appropriately to ensure such renewals and subscriptions are effective. Note that automatic contracts are legally binding if both the customer and the service provider have agreed upon the terms of the subscription price, frequency of billing, and duration of service. Both parties are responsible for their part of the contract: the customer in paying for the service in full and the service provider to fully meet the expectations of the agreed upon service.
4) Under their policy, Best Buy does a pro-rated refund on their membership cost when a customer cancels: they are entitled to the remaining monies left over from initial membership cost. Thus, stating they cannot or do not is perplexing when it is something being done for customers.
Thus, I am again making the request to pro-rate the amount of monies where the product was not provided due to not being activated by the company, which would have been for September and October 2024. I ask for this to be in form of refund to the credit card the business has on file for my annual renewal.
If it is still stated a refusal to do so by BestBuy, I will also concede to the company moving my annual renewal date to when they activated BitDefender, which is on the evening of October 27, 2024. It is a fair and just request as it then honours the contract of providing a full year of paid service.
I am also asking for an apology in recognition of this error and the inconvenience it has caused with an inability to use, as well as all the time it is taking to deal with this issue. This includes having to call the toll-free number after discovering I was unable to use it and found out it was not activated ironically, I did call to make sure upon renewal that all was good, as I did not get an email confirmation and gathered it was working as both icons were on my desktop views and appeared to be running, yet was not. In addition, time in order to get a receipt because of the following reasons: The ** hanging up on me a few times, not being transferred to the right department, and being told, We dont provide receipts anymore. I explained the reason I need it as proof of purchase that is being requested of me. Please find my receipt attached, which is for initial purchase and ongoing since annual receipts are not emailed out to consumers anymore.

Sincerely,

**** **** ********
Business Response
Date: 12/11/2024
Hi **** ****,

I do want to offer you our sincerest apologies for any inconveniences we may have caused.

I have reached out to our Membership and Protection Support Team for more information. The team has advised that ********* activation/renewals are fully customer lead. The activation code comes from our technical support team and if there's any issues the customer should reach out to us/the technical support team. If there are missed payments and etc., this can lead to the subscription being deactivated.

Upon reviewing your billing, our team has advised that they were not actually able to be taken upon the actual payment date due to an invalid method of payment on file. The payments were declined, but was paid at a later date for the annual membership fee. This would have an impact on any Bitdefender auto-renewals.

You are billed annually for the membership, and the payment is due on Sept 23rd every year. Your 09/23/22 payment was successful, your 09/23/23 was declined but was paid on 10/21/23, and your 09/23/24 payment was declined but paid on 09/29/24. These delayed annually billed payments could most definitely influence the *********** subscription services, however, you can have it reactivated with a new activation code once the plan is up to date with payments which does appear to have taken place.

Our Membership and Protection Support Team that we cannot approve your request for a pro-rated refund for your annual Best Buy Membership the months of September and October. We are also unable to move any annual renewal dates.

Please let me know if there is anything further I can assist you with.

Thanks,

The Best Buy Team
Customer Answer
Date: 16/11/2024

Complaint: 22480582

I am rejecting this response because I find it extremely ironic that it is the company making the errors, not me. Regarding the timing of the payments, BB has my credit card on file so this is not my issue but a system issue. I do not know why payments did not go through and this is the very first company that I have had automatic payment issues. I have had a credit cards for 40 years and have never had automatic payments for any kind of membership, program, etc. not go through. I currently have other automatic payments going through and have zero problems with other companies, including that which I have had for years.
This lends to pointing to an issue on your company, Best Buy, as to some sort of system error. The first time it occurred, as soon as I received the email, I went straight to my local BestBuy as it is them who took my ** information for payments and personal information, and then they called the ***** number to get it straightened out. I was literally on the phone at the local store and it appeared all was fine at that time, until it was not ...I do not even know how a company can make multiple errors with putting a credit card through as it seemed like something was not right on your end. I was also told not to worry and that there is a ***** period (I was told one month - is that true what they are saying ? Please answer) and yet I said for me I pay bills on time and do not like things to go awry - this specific encounter I am facing is exactly why I like to keep my ducks in a row. Plus, the first time I went to get it resolved because apparently there was still an issue with my payment. I believe what occurred is that someone input the wrong ** number. When they said not to worry and my service did not stop and continued, I believed the staff. Also at that time I was apologized to and told it would not happen again.
Then it occurred again this year. I thought how can this happen again? I also thought how unbelievable this likelihood was after having to gone through troubles last time and being assured they have the correct ** number on file and it would be never happen again. So, I again I went into the store to get it sorted out, including calling the ***** number more than once to deal with this repeat of an issue; further, to make a complaint only to be sent around in circles and no one taking responsibility for what appears to be system errors. This timing of the lapse - you even state it was only 6 days - is less than one week and ironically was told that all was fine (again) saying service was not being shut off etc as they do not do that (***** period of one month)... only for me to find out later it was not working as per stated in my initial complaint.
This is not a customer lead system due to the below:
Your company has my credit card on file and this is how the company does this program: to bill the customer ** annually. There is no bill sent for payment, no email about a person's membership up for renewal... nothing. The only email I have received is stating how my payment did not go through - after the fact - twice since my membership. I have zero control as a consumer and it seems that this is a very poorly set up system. The ** has more than enough funds (it never ever has been at its limit, not even close), there is no stop of payment from ** - I even called BMO at such times and they said did not see an attempt to charge my card - , etc. Clearly there is an issue on the company system's end to have now encountered the same problem again. I would prefer if you send me a bill and then I pay it to avoid such issues, yet this is not how it works. I have an excellent credit score record being financially responsible all my life. Both times now I have expressed my concern about the error on your end, and now I am facing what appears to be a company that is not taking any responsibility for their systemic errors. It is extremely frustrating as a consumer to have to go through this not once, yet twice. How do you propose this matter gets resolved? I do not want to face yearly issues when all I want is to have the annual membership process go smoothly. Clearly the promise that I would not go through this again is null and void, since it has.
For the above reasons and all stated in my complaint, it is why I have made a formal complaint after attempts to speak to someone in your company higher up such as management only to be told there is no one to speak with. I find this hard to believe, as there must be staff higher up than the phone staff to speak with. Every place has management. While I am on this platform, I am now requesting - as I have not thought of this platform as a possible way to get this request done as well - to be able to speak with upper management and to be heard. I still do not feel heard at all and as if this is my problem, not the company, when clearly it is out of my hands as per described. I am still asking for the former request as well, as it can be actualized, just that the company is choosing not to do so. I am not the one making the errors or causing the problem, nor is my bank, so I am asking again for the company to take responsibility.
I look forward to your response.
Sincerely,

**** **** ********
Business Response
Date: 21/11/2024
Hi **** ****,

Thank you for your response!

I'm sorry to hear that you experienced this same issue the last time you had to renew your Best Buy Membership as well. Unfortunately, as membership renewals are done automatically, there is no way for us to send you the bill for payment. I cannot say whether the ***** period of one month is accurate, but I can reach out to our Membership and Protection Support Team for more information on this and get back to you.

In regard to your request to speak with management, unfortunately, this is the highest level of escalation your case will receive and we cannot transfer this to anyone else higher. However, if you do have any questions or concerns, we can certainly speak with management on your behalf. If you have any concerns about your membership or would like to make any changes, I can reach out to our Membership and Protection Support Team with your request.

As previously mentioned, our Membership and Protection Support Team has already reviewed your claim and has advised we cannot approve your request for a pro-rated refund for your annual Best Buy Membership the months of September and October. We are also unable to move any annual renewal dates forward.

I would be happy to forward the feedback you have provided to our Membership and Protection for them to review and make changes to ensure a more seamless experience next time.

Please let me know if you have any further questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 22/11/2024

Complaint: 22480582

While I accept and appreciate BestBuy looking into things, I am partly rejecting this response because I am a paying customer and have had an error occur twice now on my account. I do not understand how they are inputting my credit card in incorrectly, especially being that I have had to give it again after being reassured it would not happen again. On BB's end, it appears something wrong is occurring which is perplexing and results in a loss of faith in being able to do things correctly and is troublesome to me. I also don't understand how there is no recourse on BestBuy's end to give some sort of compensation to a paying customer for a gap in service. To me, it is poor business. I myself was a manger of two businesses and if anything goes awry with a product, service etc, it is the business's duty to make it right with their customer. I am not seeing that here and am very disappointed. It does not lend to a good feeling about being a member. Also, I was a TA for a course at ** (due to my business expertise and know-how) supporting the main teaching **** about excellent in management of human services. I am only now raising this just to make the point that I am aware and how this is not a good way to do business. I do not know what to say anymore about this as it simply feels like those places where the customer just doesn't really matter, so I am at a loss of words. I hope it can be realized that I am not happy. I have the service as I need it and cannot afford to have hacking etc on my devices having gone through a double-scam by a clever ********* copycat during covid. If it were not for this, I would be walking away. I do not have the time to look for competitors, yet respectfully, if something does come up I would definitely consider switching as this company has not given me the faith of 100% care and service that a paying customer deserves. Thank you.

Sincerely,

**** **** ********
Business Response
Date: 03/12/2024
Hi **** ****,

Thank you for your response!

I truly do want to offer you our sincerest apologies for the negative experience and issues with your membership renewal.

Unfortunately, as per our last response, we won't be able to provide a pro-rated refund for September and October. What I can do for you instead is I can offer you a $75 e-gift card to Best Buy as a gesture of goodwill. If this is something you would like to accept, please let me know and I will have this arranged to be sent to your email address as soon as possible.

Please let me know if you have any further questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 18/12/2024
Hello ******,

Thank you for talking with me today. This is a follow up email to verify that I accept Best Buy offer of a $75 e-gift card as their gesture of goodwill regarding the issue I had with their company.

Please let me know if there is anything else I need to do.

Thank you,

**** **** ********
Business Response
Date: 19/12/2024
Hi **** ****,

Thank you for your response!

An e-gift card for the amount of $75 has been sent to your email address at ********************** The gift card should be sent to your email address in the next 1-2 business days. Please do ensure you check both your spam and junk folders if you do not see the email.

Thanks,

The Best Buy Team
Customer Answer
Date: 19/12/2024

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.
How do I reach out to Best Buy at this time? have received the eCard, and would like to thank Best Buy; also, I do not see if there is an expiry date. Would I assume there is none?

Sincerely,

**** **** ********
Initial Complaint
Date:24/10/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased an Asus 4080 super GPU (********) in store on 10/08/2024. Best Buy is currently running a promotion for a free game (starwars outlaws) with the purchase of the graphics card. The information indicates that I will be emailed a redemption code for the game within 10 business days. I have waited and have not received an email with the code and I was never prompted to provide an email. Called customer service and visited the store to get the situation remedied but nobody is willing to help. I have been told that this is an online promotion only but it does not state that in the terms and conditions of the offer, it only say approved retailers but does not explicitly state online orders only. Blatant ignorance and disregard for the terms and conditions presented.
Business Response
Date: 25/10/2024
Hi ******,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

I have reviewed the promotion and based on what I can see, this does appear to be valid for both in store and online purchases. If you have yet to receive your digital download code for the Star Wars Outlaws, it looks like there may have been some issue with it being sent to your email address. I also want to offer my sincerest apologies for any wrong information you may have been provided by the store and our associates.

I have attached a document containing a code with the redemption instructions.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 28/10/2024

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:22/10/2024
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.
I purchased a open Box 2023 model ******* 75" TV from Kamloops best buy on October 20th /2024 the TV price was $1050 I asked the associate who was checking us out that we wanted the 4 year bestbuy protection plan she added the plan at $374.99 I asked her why is it so expensive as iv purchased TV in the past and was charged only $****** she says that's the price so I paid but now found out by calling best buy customer service she overcharged us by $105 before taxes her name is ********* based off the receipt she also put the protection plan start date wrong as we purchased the TV October 20th she put the start date October 19th which is all wrong she was knowledgeable about this as she works in the TV department and sold a TV the same day we were there so this was no mistake her English speaking skills made it hard for us to understand as she was really answering us directly but we are very upset with this experience as she overcharged us as after everything we never ended up getting the discount on the TV since she overcharged us. I live 2hrs round trip from kamloops and can't just go back as it would be to costly to just drive for this issue I'd like them to refund me the difference back to my card or give a electronic gift card the receipt customer service part number is #******************* The account is under ******* ****** ************ I have included pictures of my receipt and email receipt, I have also included the same tv I bought off the bestbuy web in cart with 4 years warranty at ****** showing as proof
Business Response
Date: 22/10/2024
Hi ******,

We have received your case in regard to a complaint you have submitted to the Better Business Bureau.

Please note, Best Buy does offer different types of protection plans on major appliances such as TVs. The protection plan you purchased in this case is a 4 years Protection Plan that includes coverage for physical damages. We also offer a regular 4 years Protection Plan for the amount of $299.99 for your TV. The amount of $269.99 that you are quoting, I can see that this is the price for the regular 3 years Protection Plan.

As protection plans can be fully refunded and/or added within 30 days, we would be happy to assist you if you no longer wish to keep the current protection plan.

For more information about what each type of protection plan covers, please see the links below:

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

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

We would be happy to cancel your protection plan and provide you a full refund, or return and resell the protection plan you need as listed above.

Please let me know how you would like to proceed.

Thanks,

The Best Buy Team
Customer Answer
Date: 29/10/2024

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,

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

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