Complaints

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

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

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

• Initial Complaint

  Date:11/01/2023

  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.

  I ordered and picked up a 55" The Frame TV from Best Buy. During the time of the order, the ***** was backordered. I assume, this is the reason why it was not included in the receipt.
  
  I purchased last December 2022. The free ***** promo ran Nov. 4th 2022 to Jan 5th 2023. When I picked up the TV, I told them that I ordered the ***** and to just send it to me. I waited but nothing. When I contacted Best Buy support, they said that the purchase did not come with a free *****. I contacted Samsung and they said there is a free ***** included.
  
  Now, here's the thing. I also purchased a returned a 50" The Frame TV the week prior. When I ordered this TV, the ***** is also backordered but delivered to me a week after. When I returned everything, I was refunded a separate amount for the TV and *****. The lady at the return counter said the price of the ***** is actually included in the promo purchase price. So that means the ***** is not really free.
  
  If this is the case, the promo price for the 55" actually includes the "free" ***** too. But now Best Buy won't give it to me saying the promo is over. Please help.

  Business Response

  Date: 17/01/2023

  Hello,

  The customer is supposed to add both products to the cart to avail of this offer. As a one-time exception, we are delivering a white 55" TV ***** for free. 

  Thanks

  Customer Answer

  Date: 18/01/2023

  
  
  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:11/01/2023

  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.

  Bonjour Mon nom est ***** Khaloua, je suis le client dtenteur de la commande ********** (pice jointe #1).Les services de ***** ont confirm que seule ltiquette a t cre et que larticle na pas encore t remis au transporteur (Pice jointe #2). Cette affirmation de ***** a t confirm par *********** travers le Chat (Pice jointe #3). Linformation qu'on maviez annonc dans le courriel ntait pas vrai ! l'article n'est pas parti ! Cette affirmation trompeuse envers le client est un manquement grave qui ne saligne aucunement avec les valeurs thiques connues. Les constations sont fondes, je vous laisse le soin de dcider dun geste financier en correction au manquement subis. Je demeure disponible et confiant tout droit dcoulant des valeurs thiques et dontologiques Cordialement

  Business Response

  Date: 12/01/2023

  Hello,

  The customer ordered a product through our MarketPlace platform on our website. The delivery is directly managed by the seller. It's possible there is a slightly delay between the time when the shipping label is created and the time it has been pick-up by *****. Not to mention the time it can take the carrier to update a shipment on their website.

  The shipment has been delivered January 11 as per the following tracking : ************************************************************************************************

  The customer has been delivered 6 days after the order has been made and we have no reason to believe that any fault has been committed by Best Buy nor the Marketplace seller.

  Thank you,

  The Best Buy team

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

  French version : 

  Le client a command un produit via notre plateforme MarketPlace sur notre site web. La livraison est directement gre par le vendeur. Il est possible qu'il y ait un lger dcalage entre le moment o l'tiquette d'expdition est cre et le moment o elle a t ramasse par *****. Sans compter le temps que peut prendre le transporteur pour mettre jour un envoi sur son site web.
  
  L'envoi a t livr le 11 janvier selon le suivi suivant : ************************************************************************************************
  
  Le client a t livr 6 jours aprs que la commande ait t faite et nous n'avons aucune raison de croire qu'une faute a t commise par Best Buy ou le vendeur de la place de march.
  
  Nous vous remercions,
  
  L'quipe Best Buy
  
  

   

   

• Initial Complaint

  Date:11/01/2023

  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.

  Hello, I am trying to call the Geek Squad to cancel my membership. I have also made the same inquiry inside the Best Buy Store in Shawnessy (*******, *******). The benefits that I was promised from my membership were not fulfilled (tried to book a service for a stove not on warranty). Was previously told that my membership would give me a percent off for all service calls. Not only was this not true but I cannot even book a service request from Geek Squad and pay for it myself when appliances are no longer on warranty. Also, no one agrees on whether my membership is tied to my laptop warranty or not. I tried to call today and spent two hours on hold without any success. When I called previously, I was transfer from place to place and being referred back to the store.Here is what I want:-cancellation of my Geek Squad membership -Divorce of my laptop warranty from membership (although no one seems to agree whether there is even a tie)-Reimbursement of some of my monthly fees to compensate for all the services that I thought I was getting

  Business Response

  Date: 13/01/2023

  Hi ********,

   

  I am ********** a ************* Associate and I am deeply sorry for the misunderstandings.

  I ask the Geek Squad Team to reach out to you to sort things out and to cancel the membership if it is not tied to the laptop warranty.

  Thank you,

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

  ************* Associate,
  **********************
  *********************************************************************| **************

  Customer Answer

  Date: 20/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: their customer support told me that I do not have a Geek Squad membership (********** answer several times before, it seems to change depending on who I talk to). What I can say is that I am charged $20.99 per month on my credit card and the last charge was December 19, 2022. I am expecting the next one to show up any day. The membership is under ************, either under ******* or ********.

  Please see the attachment for their response. I also want them to understand that it is not cancelling membership but understanding that I was paying money for services promised that I never got.

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

  Business Response

  Date: 25/01/2023

  Hi ********,

  The monthly fee you pay is for the 5 years Best Buy protection plan for your laptop.

  If you want more information about it you can contact Geek Squad by chat or by phone 

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

   

  Thank you,

  *********************************
  Customer Care Associate,
  **********************
  *********************************************************************| **************

  Customer Answer

  Date: 26/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was always told that my monthly payment was for Geek Squad Membership and this had been confirmed over the phone several times with Best Buy. I am charged 20.99$ per month, which amounts to over $250 per year, which means that I would be paying my laptop again more than twice over the time of the warranty and not get any other benefitsthis doesnt make any sense. And if that is the case, I want all these charges reimbursed since the purchase date of my laptop  as I got something contrary to what I was explained and offered. I was given Geek Squad services brochures saying these were the services I was getting when I purchased my laptop.

   

  Thank you,
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/02/2023

  Hi ********,

  I am deeply sorry for my mistake,

  The protection plan you purchased is tied to a Geek Squad Home Membership. I asked the Geek Squad team to reach out to you to cancel the plan.

  If you want to make it faster you can also contact them by online chat on this page :

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

  Once again my apologies about this mistake.

  Thank you,

  ************************
  Customer Care Associate,
  **********************
  *********************************************************************| **************
  
  

  Customer Answer

  Date: 07/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: Best Buy never contacted me and one of the reason why I opened this complaint was because I was stuck on hold for hours trying to call them. During this time, I am continuing to pay monthly fees. Also, it is not only about cancellation. I was promised services I didnt get so some form of reimbursement needs to occur.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/02/2023

   

  Hi ********,

  If you leave the plan as it is, it will bill monthly and expire in August 2023, at which time billing will also end.  You are able to cancel this plan at any time between now and the but this will mean that the coverage ends too.

  Please reach out to the chat through this link if you want to cancel it : 

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

  Thank you,

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

  Customer Care Associate,
  **********************
  *********************************************************************| **************

  Customer Answer

  Date: 18/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have cancelled by Geek Squad Membership as of today but do not want to provide any refunds since I requested the cancellation quite some time ago and no refunds for services not received. Thank you. Here is the chat conversation that occurred just now:

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

  Business Response

  Date: 22/02/2023

  Hi ********,

   

  I am deeply sorry but we cannot provide you a refund for the the time you did not use the service.

  Thank you,

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

  Customer Care Associate,
  **********************
  ***************************************************************** **** **************

  Customer Answer

  Date: 22/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: the request was placed on January 8 and I was charged since then. I was also back and forth discussing with the store and customer service back in December. I want at least these months refunded.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/03/2023

  Hi ********,

   

  Unfortunately I cannot refund you for those months but I can provide you with a $100.00 gift card as a compensation.

  I will send you an email, please let me know if you accept this offer by replying to it.

   

  Thank you,

  ************************
  Customer Care Associate,
  **********************
  *********************************************************************| **************

  Customer Answer

  Date: 07/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not have yet the gift card offered in my hands. Once it is sent to me or provided to me, we will be able to close the complaint.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/03/2023

  Hi ********,

  The gift card request takes 2 to 3 business days to be processed and send by email, please wait for it before replying to this settlement.

  Please watch for an email from ********, if you dont see it into your mailbox, please verify your junk mail.
  
  An electronic gift card can be used online and in stores.

  
  Thank you,

  **********
  Customer Care Associate,
  **********************
  *********************************************************************| **************

  Customer Answer

  Date: 07/12/2023

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

• Initial Complaint

  Date:10/01/2023

  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.

  I've two issues with BestBuy. The first is I believe they attempted to oversell a product they did not have. For Black Friday they sold me an ***. Despite confirming with my bank that my method of payment was okay, and verifying with two seperate reps that my information was correct, BestBuy then cancelled my order without telling me. After I followed up, they stated there was an issue with my method of payment. This was supposed to be a Christmas gift.Despite this, I then ordered a set of ******* Adjustable Dumbbells as BestBuy had them on sale for Boxing Day/Week. They came to approximately $455. Order number **********. They were ordered December 30, 2022. My initial delivery date was Jan 4, 2023.On Jan 3 they sent me an email stating my item had shipped, and my new ETA was Jan 3. It never came. On Jan 4 the site updated saying ETA Jan 4. It never came. Jan 5, same issue. In all examples they claimed that it was due to Purolator not picking up the item from them.On Jan 5 I reached out to them for an update. An agent advised they would look into this, and a supervisor would get back to me in 1 - 3 days via email. After that communication, I got an email saying 3 - 5 BUSINESS days. The Rep clearly misinformed me, or the email is incorrect.I reached out to BestBuy over ******** messenger on Jan 8 re-explaining the issue. They said too bad about my first purchase, and told me my second purchase was on the way. Coincidentally immediately when they said this, the tracker updated saying it was picked up and "On the way". It's sat there "on the way" at the central unit since Jan 8 (3 days presently) with no further scans.BestBuy continually brushes me off, no one has emailed me. There has been no attempt to make amends. There has been no real update as to what's happening with my order, or why the delivery date has been pushed 8 days and counting.

  Business Response

  Date: 18/01/2023

  Hello, 

  Please allow me to apologize for all the issues you have experienced with your order. According to the tracking seems like the order has been delivered already on Jan 12th, 2023. 

  If you have any questions or concerns, please let us know. 

  Regards,

  Customer Answer

  Date: 19/01/2023

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

   

  Initial situation of my order being cancelled has still yet to be addressed.

   

  No one has reached out to me to follow up as to why this package was delayed despite the customer service Rep advising it would be "1-3 days" to be contacted by email.

   

  Item arrived 2 weeks after order, despite being provided a date of 5 days after order. No explanation of what occurred, no apology, no offer of compensation in lieu of an explanation, nothing.

   

  Issue does not feel resolved in the slightest, BestBuy was only chosen due to expected delivery. 

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

  Business Response

  Date: 01/02/2023

  Hello,

  We cannot accept or cancel any orders on our end unless the customer wants us to cancel. If item shows available online and still gets cancelled. It means the issue is customer's method of payment, they select during checkout. 

  On our best buy website, we only provide an estimation of the delivery date which can be delayed depending on the weather or any other shipping related issues which is beyond our control.

  Regards,

  Best Buy Team

  Customer Answer

  Date: 03/02/2023

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

   

  - My bank confirmed there was no issue with my payment.

  - BestBuy did not notify me the order was cancelled.

   

  - BestBuy advised a supervisor would reach out to me in "1-3 days" followed by "3-5 business days" regarding the shipping concern, and one did not. 

   

  This has been abysmal customer service.

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

  Business Response

  Date: 08/02/2023

  Hello,

   

  Issue has been settled/resolved from our side. We have reached out to the customer and customer agreed to get a gift card as good will gesture on Feb 1st and it has been issued to him. 

   

  Regards,

  Best Buy Team

• Initial Complaint

  Date:10/01/2023

  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.

  ******** **** Folding Treadmill
  Price: $998.99 plus $249.99 for assembly. Home delivery. Total bill: $1501.74. Date purchased: Nov 20,2022 online at www.Bestbuy.ca.
  Order #**********
  I purchased the ******** **** Folding Treadmill for my daughter and fiancé as a surprise Christmas gift. The treadmill was delivered on Friday Nov 25, 2022. Quick Contractors came on Monday Nov 28th 2022 to assemble the treadmill. Upon completion, the contractor notice the front cover and bottom cover were damaged/cracked. The contractor made a note of it and told me to contact the ******** company for replacement parts. My daughter contacted them that day and the new replacement parts were received on December 6th 2022. Quick contractors came back to the house on Dec 9th 2022 to service the treadmill and again on Monday Dec 12th 2022 to finish the job. I decided to call Best Buy and complain about receiving the damaged treadmill.The Best Buy representative assured me that I could exchange the treadmill and receive a brand new one. Friday Jan 6th 2023, the new treadmill was to be delivered between 3pm-6pm by a company through Best Buy called Custom Delivery. They called my daughter in the morning asking if the damaged treadmill was disassembled and in the original box. It was not and Best Buy told me it would be picked up as is. Best Buy called at 5pm saying Custom Delivery would be at her house in an hr. At 6:47pm, Custom Delivery states they are unable to deliver the new treadmill. Also, they stated because it’s not in a box it would be hard for them to pick it up. Custom Delivery called back at 7:31pm to confirm no delivery or pick up. I’ve waited all day with my daughter for the delivery and pick up. I called Best Buy to complain once again about this issue, waited over an hour on hold tonight and no one picked up my call. I am extremely disappointed and dissatisfied with the customer service from Best Buy and delivery company Custom Delivery. I would like a full refund ASAP.

  Business Response

  Date: 12/01/2023

  Hi *********,

  This is Carmen reaching out to you from the Best Buy Customer Experience Team!
  
  We have received your case regarding your exchange that was not completed.
  
  It is noted by the carriers that the reason why they could not pick up the return unit was because the unit was not disassembled. There should be no issue if you no longer have the box, however, units do need to be disassembled and secured for transport for the return pick up. 
  
  If disconnection is required, I can schedule a disconnection so that the pick up can be scheduled for after this has been completed.
  
  In order for a refund to be processed, we will need to pick up the unit for a return. If this arrangement is okay with you, please respond to this email, and I will arrange for a date for the disconnection and then a return pick up after.
  
  Please don't hesitate to reach out if you have any questions or concerns.
  

  
  

  Thanks,

  Carmen

  The Best Buy Team

  Customer Answer

  Date: 12/01/2023

  
  
  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.  
  

  Just to note that the treadmill was disassembled on the day of pick up on

  Friday January 6,2023. Custom delivery carrier knew that treadmill was disassembled and had no box, and refused to pickup 

  Please make sure whoever is picking up knows it's not in a box and please call before 

  arrival and on time.

  Thank you,

  ********* ******* 

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

• Initial Complaint

  Date:10/01/2023

  Type:Sales and Advertising 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 was on Best Buys website and saw the following advertised price for a phone.
  ************************************************************************************************************* I did the online Activation procedure that will see if I qualify for a phone upgrade and I did.
  Got an email a few minutes later, see attachment for email.
  It says that they are busy and if I wanted the phone earlier to go to the store.
  I went to the Park Royal location in West Vancouver and said I filled out the Activation form online to see if I qualify and someone will call me or to go to the store if I did not want to miss out on the deal, because the advertised price can terminate anytime.
  I spoke to an associate and said I was interested in this phone with this company and would like to get it. I was told they were sold out and not honouring that advertised deal. Best thing for me was to buy the phone outright and when I receive it to go back to the store and refund it and then they can use that phone to sign me up. My next question, was so what happens if it takes a week to get the phone and I do all that and the deal is over. The answer that I got was that can happen and u will be out of luck.
  To me that was not a good solution, why make the customer go through the hoops to find out tha5 the product is not available for purchase.

  Business Response

  Date: 13/01/2023

  Hi *******,

  I am Christophe a Customer Care Associate and I am deeply sorry that you could not get the phone you wanted.

  In store we offer this possibility as we sometimes as you experienced it we do not have the desired item in stock.

  In the end if the phone come to late and you don't have time to get the offer you can return the phone as long as it's not opened and you are still in the 30 days following the purchase.

   

  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:10/01/2023

  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.

  I saw an online deal before Christmas, through BEST BUY, so I ordered it.
  BEST BUY MARKETPLACE promises they made on their website, such as, 'Shop with Confidence' and 'Committed to Customer Service' so I felt confident to make my purchase. To be clear, cost or payment is not my main concern.
  November 23rd, 2022 I placed my online order ad followed up a couple of times on my order as I hadn't heard anything back from them after confirming my payment.
  December 2nd – I received incomplete order from ********* (remote / Pump were missing from my order
  December 2nd – I sent ********* photos of what I received and what was missing
  December 5th - ********* advised, sorry, we will ship you the missing part asap
  December 16th – ********* send an email - here is your tracking number ************ with *****
  December 22nd –- I received the incorrect part again. I sent ********* an email with photo I needed the pump/compressor/remote but they send me a new power cord. I requested a partial refund for the late items / they will check with management
  December 23rd – ********* offered me 15% but I fought for a 30% discount
  Dec 28 – Here is your tracking number ************ with *****.
  January 4, 2023 – The outstanding items arrived and this time I received the incorrect remote/pump / the one they sent me is not compatible with the boots they sent me in December / plugs don’t fit. Again I sent photos.
  January 4th - We are extremely sorry for this inconvenience.
  I started trying to find a BEST BUY Corporate contact, but no luck / they don't monitor their Marketplace program, they do however say they do.
  January 4 – I sent photos of the plugs and how they are not compatible
  January 4 – I received the following reply: Thank you very much for the details, we'll send you a shipping label and when we receive it back we'll provide a full refund.
  
  Where is BEST BUY to receive my feedback / they are falsely advertising their support.
  
  I would appreciate your help.

  Business Response

  Date: 18/01/2023

  Hello,

  Thank you for reaching out to us, and we acknowledge the complaint, and we will work with the vendor to ensure such things don't happen in future. 

  if you have any questions or concerns, please contact us.

• Initial Complaint

  Date:10/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered ******* *** ***** on December 29, 2022 for a price of $99.99. ***** ****** ********** My order was confirmed. Yesterday the status showed that the item was out for delivery
  When it did not arrive, I checked the status again and it was cancelled. They gave an excuse about my address. I have ordered items with Best Buy several times.
  I asked if I could pick up the item at the store. They said yes but for the regular price of over $260.
  I expect my original purchase price to be honored. I can pick up the item.
  I feel they cancelled the order due to the price I was paying.
  Their help line was of no help. Basically said sorry...we will not honor that price.

  Business Response

  Date: 12/01/2023

  Hi *******,

  I am Christophe a Customer Care Associate and the item is still on sale at $99.99 until January 12 but if you don't have the time to purchase it I will send you an email and you will only have to reply to with the new order # so I can refund the difference.

  Thank you,

  Christophe P.

  Customer Care Associate,
  Best Buy Canada Ltd.
  *** **** *** ******* ********** *** *** **** **************

• Initial Complaint

  Date:10/01/2023

  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.

  Ordered a downloadable video game for ******** ******. Never received the code via email. Contacted best buy via chat. I was told the issue was being escalated with high priority and I would receive the code withing 24 hours. 24 hours would pass and I contacted bestbuy again with the exact same responses from the staff. After 6 days of being told to wait, I still have yet to receive communication from best buy. Best buy has not fulfilled their order and has effectively stolen money from me as I do not have faith I will ever receive a resolution.
  When talking to the customer service agent last night, I was told there was nothing he could do as it he escalates it but it's up to the next team to fulfill the obligation. There's no way to contact the other team, or to follow up with the progress.
  I am left out money and without product.

  Business Response

  Date: 12/01/2023

  Hi *******,

  I am Christophe a Customer Care Associate, I am deeply sorry for the trouble and I asked again for the code to be resent to you but as it already been done could you also check you spam folder ?

  Thank you for your patience,

  Christophe P.

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

  Customer Answer

  Date: 13/01/2023

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

  I have already provided a secondary email and have been checking my spam folders in both regularly. This is the same response I receive when I contact bestbuy online agents. 

  There needs to be a different solution offered here other than checking my spam folder. If you connect with Nintendo, you can confirm the code has not been received or redeemed. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 13/01/2023

  Hi *******,

  I received a confirmation that the code was resent today, please check for an email from ********************.

  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: 18/01/2023

  
  
  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:05/01/2023

  Type:Billing 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 contacted Best Buy Canada online chat on Dec 24, 2022 for a price match regarding order# **********, and it was approved. I was told by the customer representative the discount $100 has successfully applied to the order, and it will reflect to my original method of payment and I will receive a mail shortly. Today is Dec 30, 2022, I have not yet receive my refund nor email with new invoice with adjusted amount.
  I contacted Online chat support yesterday (Dec 29, 2022) and I confirmed with the online chat support that I can drop by the physical store and ask for refund and re-charge the adjusted amount. But I was told by the in-store associated that they can't do it, and I have no choice but to wait. I explained to them, I paid my order with my ****** account and if a refund has been issued then I would know right away. I'm ok to wait, but in my case, I'm afraid that I'm waiting for nothing, because I have never received an updated invoice.
  Today is Dec 30, I have contacted online support, and I was told the same thing: * ****** ******** ** **** *** * **** *** ** ********

  Business Response

  Date: 06/01/2023

  Hello **** ****,

   

  Thank you for your response!

   

  We have received your case regarding a missing refund for a price correction.

   

  From what I can see, it looks like your request for a price correction came in on December 24, 2022. The price correction was processed on December 30, 2022. Your refund should be received 3-5 business days from this date on your original method of payment. 

   

  As we are experiencing a higher than normal volume of inquiries and cases this time of year, there may be a delay in us receiving your request and the refund processed. I have attached a copy of the receipt for the refund.

   

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

   

  Thanks,

   

  The Best Buy Team

  Customer Answer

  Date: 10/01/2023

  
  
  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,
  
  
  
  ******** ***