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Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

Important information

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

Complaints

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

Find a Location

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

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

    Please enter a valid location.

    • Best Buy Canada Ltd.

      102 425 W 6 Ave Vancouver, BC V5Y 1L3

    • Best Buy Canada Ltd.

      27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

    • Best Buy Canada Ltd.

      100 1876 Cooper Rd Kelowna, BC V1Y 9N6

    • Best Buy Canada Ltd.

      1191 Robson St Vancouver, BC V6E 1B5

    • Best Buy Canada Ltd.

      90 20150 Langley Bypass Langley, BC V3A 9J8

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Best Buy has a service that has them buying new or used games. I phoned their number and spoke to an employee - I asked how it worked and if I needed an appointment at the store as well as how much k would get for my system. She told me there was a site where I could see how much Best Buy would offer. I told her the name of my system Series S **** never used and it was worth 359.99. I ended the conversation saying” ** * ** ***** ** ** ** **** *** ******** **** *** ******** ** ******* **** ******** *** ******* ******* *** ** *******”. She replied “ ******** ****** *****”. The next day I drive one hour- arrived at the store with the system. The manager quickly looked at the brand new system and said it was worth $50.00. I explained what I had been told the night before by Best Buy. I told them about my drive and my time. I then reached out on the phone to the Best Buy number I had phoned the night before. I did this three times. Each time I received a sympathetic employee but in the end they said the Halifax Store wasn’t answering their phone and it was the managers call. I understand mistakes are made but to be treated so ****** is not ok. One employee told me they could but my system on the shelf and it would sell very quickly. I phoned a supervisor three days ago and still have not received a call back. ** ****** *** ***** ** ** **** *** ******

      Business Response

      Date: 11/01/2023

      Hello,


      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

    • Initial Complaint

      Date:04/01/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 Dec 26, 2022 I purchased the *********** * *** ** *** Disc console online (order#**********). At the time a banner was on the website stating you would receive either a cosmic red or starlight blue controller with the bundle. When I clicked link an error appeared (store had same problem) so I ordered the *** ** *** bundle and figured would be included at store (only options for *** ** *** bundle was the digital or disc there were no other bundle options included in the console search *** ** ***) When I went to store first I was told I didn't order the right one, then I showed banner with error (they got same problem), then manager came over and after lengthy wait she came back stating they were sold out of controllers and basically too bad. I understand this is a crazy time of year and the employees that I dealt with were OK. On the banner at no place did it state "while quantities last", I am willing to comeback when arrives or have shipped and don't care about colour choice (actually prefer the purple) but I ordered from Best Buy because of that ad and just would like what was advertised.
      I have included the screen shots of the various screens.

      Business Response

      Date: 06/01/2023

      Hello ******,

      We would like to start this email by sincerely apologizing on behalf of our Best Buy store team for not being able to provide you with a satisfactory resolution, and we thank you for sharing the pictures of the offer that was displayed on our website when you had ordered the *********** * *** ** *** ******** Bundle. Please note that we are more than happy to ship the controller to your address to honor the advertisement that was displayed on our website. We have sent an email to the email address that we have on file with you. Please respond back to that email, as we will be sending the order details for your new controller shortly.


      Once again, please accept our deepest apologies for this inconvenience, and we will try our best to serve you better for your future purchases with Best Buy.

      Regards,

      Hemant 
      Associate, Customer Care
      Best Buy Canada Ltd.

    • Initial Complaint

      Date:04/01/2023

      Type:Product Issues
      Status:
      Answered
      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 a fridge and stove from Best Buy online. The delivery guys showed up well past the estimated time, then refused to carry the stove up some stairs into the apartment. They basically asked for a tip to do it, and I said no, I already paid for delivery.

      Best Buy also upsold me online on a waterline + installation for the fridge. When the guy showed up to install it, he said the fridge wasn't even compatible with a waterline.

      I emailed Best Buy and said I wanted my delivery cost and the cost of the waterline (which I didn't keep, the installer never installed it) refunded. Best Buy agreed over email to process the refund, then just never did. I followed up several times by email, and received no response whatsoever.

      I want my money back, and I'm never going to order anything from this company again.

      Business Response

      Date: 10/01/2023

      Hello BBB,

      The full refund was issued to the customer on Dec 28th, 2022. That includes the service and delivery fee. Hence, the refund has been settled on the customer's account.

      Thanks

    • Initial Complaint

      Date:04/01/2023

      Type:Product Issues
      Status:
      Resolved
      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 digital download of anti-virus software, **** ***** Antivirus (******) - 1 Device - 1 Year - Digital Download (SKU ********) from BestBuy online on 15DEC2022. I received an invoice chargind my credit card $11.29 on 16DEC2022.

      The digital code was never received (checked inbox and spam), and I used online chat support 19DEC2022. They assured me it will be resent and to wait 24-48hrs. Nothing was received so I used online chat support 21DEC2022. Again they assured me it will be resent and to wait 24hrs. Nothing was received so I used online chat support 22DEC2022 and asked for cancellation. They said it cannot be cancelled or refunded because it is a digital code and to wait another 24-48hrs. I also called them and they provided the same response. Nothing was received so I called support 24DEC2022 and they said their policy does not allow them to cancel/refund. I asked for cancellation since they charged my credit card but never provided any product. I asked how many times is required and they could not provide an answer, other than to wait another 24-48hrs. Each time, I asked them to confirm the email the vendor is using is correct and they said the email is correct (since I received the invoice).

      At this point, I am looking for a refund and will be purchasing anti-virus software from another company as it will expire soon. Best Buy needs to change their policy to ensure if a product is not delivered, customers can receive their money back or have a maximum limit of retries, otherwise it will never end.

      Order Date: 15-Dec-2022 3:27:58 PM (PST)
      Order Number: **********
      ****** Contract ID: ***************
      PO#: ********* **** Invoice Number: ******
      Shipping Method: Digital Delivery
      Quantity of Shipment: Single
      Shipment Date: 15-Dec-2022

      Business Response

      Date: 10/01/2023

      Hello,

      The refund has been processed for the customer and we have notified them that this will be a one-time exception only, as digital downloads are non-refundable. 

      Thanks

      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. Thank you for providing a means for consumers to receive support. I've copied the response I've provided to Best Buy regarding the resolution below:

       

      "Thank you for your response and for the refund. 


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


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


      **********

      ***** ***

    • Initial Complaint

      Date:04/01/2023

      Type:Product Issues
      Status:
      Answered
      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 **** Tv and geek squad warranty program. Bought it in March 2022 and already start giving problem . Called **** and they asked for few pictures … and assumed it’s a physical damage . Even without looking at it physically. On top that they are suggesting to replace this tv and buy another tv from them at a little discounted cost . Instead of fixing or replacing my TV. I have to pay for another tv The extended warranty we paid to geek squad they are also saying that **** is saying it’s a physical damage so we can’t do anything as well. How all these companies rip-off people and their hard earned money. I told best bye geek squad and **** as well 100times that we haven’t done any thing to the Tv ..It was absolutely fine in the night and in the morning i started noticing lines . They should come and take a look at it and then decide what actually the problem is . I m very very frustrated. I don’t see any damage on it …it’s on the wall since geek squad came and installed it by them selves . If this is not resolved eventually I’ll take a serious action on it . I m so tired of keep calling geek squad and their bunch of costumer service people . And keep repeating my story again and again . And at the end they are helpless . Someone from the higher authority need to take care of my thing .
      This is the warranty information bought with the Tv from geek squad.

      Start Date: 03/25/2022
      Geek Squad Protection **** ******** ******* ************ **** ******** *** ** *** *** * ******* **** ******** ****** ******** *** ******************

      Business Response

      Date: 10/01/2023

       

      Hello ****,

       

      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

    • Initial Complaint

      Date:04/01/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 Sunday Dec 18 I ordered digital downlaod from them and never got it. I've contacted them 3 times since Sunday (we are now Thursday) and each time they told me to wait another 24 hours. And because it was a digit download they will not refund my order. I even provided an alternative email and I have stil not received it.

      Business Response

      Date: 13/01/2023

      Hello,

       

      The confirmation code was sent to our client by email on January 9th **** ******. If there is something more I can do, please let me know. Thank you for your support!

       


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


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

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

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


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



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

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

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

      ******

      *******

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


        
       

      Customer Answer

      Date: 15/01/2023



      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:03/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased 2 Television sets from Best Buy. The 1st one had a problem. So I had to take a Cab to return it because * **** * ********** ****** *********. I had the second one delivered. I spent all day trying to get a hold of them to no avail. I also paid for the service to connect my TV to my Audio system and that wasn't cheap

      Business Response

      Date: 12/01/2023

      Hello,

      The shipping label was mailed to the customer on Jan 1st, 2023 for the ******* TV. On Jan 9th, 2023, we received the TV at our warehouse and customer has been fully refunded to his method of payment. This case has been settled from our side.

      Thanks,

      Arjun

      Customer Answer

      Date: 13/01/2023



      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:22/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an item through the ******* app. 2 days later I recived a call from someone saying That they were Best Buy and when I purchased the item the tax was not charged. They then demanded that I give them my credit card information so they can charge me the taxes and threatened to cancel the order if I didn't. In a very extremely rude way. When I asked him if they were Best Buy They said yes multiple times. When I called them out on it because I had their phone number and their business name they said oh no we just partner with them. I refuse to give them my information and called customer service right away at Best Buy. They confirmed that the order was not canceled and that they were escalating it and that a manager would call me but I never received that call. About A-day later I received an email that the order was canceled. The *****ers attempted to call me back again and said instead of me giving them my credit card information I can send them interact money trans fair. Obviously I refuse that as well So essentially what's happening is they're Selling products through Best Buy calling people to get them to pay the taxes separately and then canceling the orders so the money gets refunded but the taxes won't. During the call both times that they called I could hear that they were in a call center and I heard the conversations of other agents talking to Best Buy clients about paying the taxes seperfectly. I am still waiting for a manager to get back to me and I am being ignored and given the run around . This is absolutely unacceptable. You are allowing your partners to ***** your clients through your own app And the product that I absolutely needed Is now gone. Your agent at customer service said they canceled it due to a shortage and Stock but on the app it shows that they have another 5 for sale I can only imagine how other people are just being pulled into this ****

      Business Response

      Date: 22/12/2022

      Hello Mr *******,

      My name is Sam, I'm writing to you from the Best Buy team. I have reviewed your case thoroughly and taken into consideration all the information provided. I know this has been a very frustrating and trying time for you as a Best Buy valuable customer, and for that I apologize. 

      It appears that you have purchased a ******* ******** 9.1.2ch Soundbar w/Wireless Dolby Atmos, DTS:X, Rear Speakers, Q Symphony, Built in Voice Assistant - Open Box - 10/10 Condition through our MarketPlace platform on BestBuy website. After that you received a call to pay the tax. I have made verifications and I assure you that the call came from the official seller named **** ****. Unfortunately, they had some difficulties with their system to apply the taxes and that's why they called you to complete the transaction. It's not the service we want to provide to our customers and for that, please accept our sincere apologies. We have also provided the seller with the necessary support to ensure that such problems do not occur in the future. Again, I assure you that was not a **** or a *****, and we recognize that the experience you have had is truly unfortunate. 

      I confirm that your order has been refunded for CA$799.98.

      If you have any further questions, please don't hesitate to reach our customer service team on www.bestbuy.ca

      Kind regards,

      Sam

      The Best Buy team

       

    • Initial Complaint

      Date:22/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 canceled my order a week ago and still have not been refunded

      Business Response

      Date: 23/12/2022

      Hi ******,


      We are contacting you regarding missing refund case 

      We are happy to report that we have verified that your refund has been issued on December 21st 2022. We have refunded your original method of payment in an amount of $1069.47.

      Please accept our sincere apologies for the delay of your refund. Your patience and understanding are greatly appreciated. 

      If you have any questions or concerns, please do not hesitate to contact us and we will gladly assist you. 

      Thank you once again for your patience,

      The Best Buy Team

      Customer Answer

      Date: 23/01/2023

      The consumer confirmed to the BBB on 1/23/2023 that the complaint has been resolved.

    • Initial Complaint

      Date:20/12/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Hi, we placed an order with Best Buy on November 24th for a keyboard and microphone - Order #**********. The two items were said to ship on November 30th and we received the microphone on December 1st. Not realizing that the two items were shipped separately, I contacted Best Buy to say that we didn't receive the keyboard. They advised me that there were in fact two shipments and that the one for the keyboard was showing that it was "Awaiting Carrier Pickup". They insisted that I would still receive the item by December 3rd. Naturally the package did not show up and I have since contacted Best Buy at least 6 times about this order. They have told me multiple times that I would be receiving and update within 24-48 hours, but I have yet to receive any responses. Twice they have told me that they were in the process of reshipping the item, but the item still has not been reshipped and the item is still showing "Awaiting Carrier Pickup", unchanged since November 30th. We would like to receive the item that we have been charged for (charged to our credit card on Nov 29). We also feel that we are entitled to some other type of compensation for all the hassle of phoning and chatting trying to get this item sent to us.

      Business Response

      Date: 21/12/2022

      Hi *****.

      Thank you for reaching out regarding your lost shipment for Order #**********. We wanted to apologize for the delays and inconvenience caused by your lost shipment. I have looked through the details of your order and we have processed a refund for the ******** **** **** Wireless Keyboard with Touchpad - English. If you would like to place a new order with the same item and the price has changed, please send over your new Order # and we will be able to price match the item for you. 

      Due to the delays and inconvenience caused during this shopping experience, we are offering a $20 E-Giftcard as compensation. The gift card will be sent to your email and can be used online and in stores. Please respond to the email I will send you directly to confirm if you'd like this gift card. 

      Regards,

      Best Buy Customer Care

    Best Buy Canada Ltd. is NOT a BBB Accredited Business.

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