Complaints

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

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

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

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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

• Initial Complaint

  Date:13/12/2022

  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.

  Bought my Grand Daughter a ******* flip phone almost $3000
  B4 the year was up the phone cracked in the middle flip area It was unusable. Took it back to Best Buy.
  They said we didn’t have the extended warranty. Which I said we asked for extended warranty. I have been shopping there since that store opened and get extended warranty on everything. But the phone was still covered on the year warranty.
  We leave the phone with them. No one gets back to us. We go into the store a month later and the phone was left up front. Saying unfixable!!!
  And they are not going to do anything about it. I financed this phone and am just done paying for it. This is unbelievable. Please help me. Even without the extended warranty the year one should have been enough to fix or replace. My Grand Daughter is heart broken and I don’t know what to do. Ty for your time. ****

  Business Response

  Date: 14/12/2022

  Hello,
  
  We are sorry for the issue you have had with the ******* phone. Unfortunately, the one year warranty to which you are referring is a manufacturer's warranty, and you would need to contact the manufacturer in regards to this issue. It may be that they choose to replace the item, but that would be at their discretion. 
  
  I wish there was more I could do for you, but it is doubtful there will be. That being said, I will reach out to you directly through email for further information so I can look into this further for you. In the meantime, however, I do recommend you contact ******* as the one year warranty is their promise to fulfill. 
  
  Regards, 
  Best Buy Customer Care Team

• Initial Complaint

  Date:13/12/2022

  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 ordered a ** 15" Gaming Laptop - Mica Silver (Intel Core *************** ******** ******* ************ **) from their online website on November 16, 2022 (Order ***********) for 1050.83
  
  Their tracking has it listed as "Just Shipped" since day 1 of the order and has not progressed at all. I've spoken with online support multiple times and each time they assured me it would come and that it was most likely due to their distributer E24 being busy. After enough waiting I called in on November 27 to speak to a rep over the phone. They submitted a formal complaint for me and offered me no refund for this. They said an official investigation would need to occur and that it would be completed within 10 business days. I called again on December 10 after 10-business days and there has been zero updates to my case. The rep on the phone advised me that they were able to track that it was at one of the stores still and not shipped out and that they would submit a refund request for me.
  
  I have seen no updates to my order so I spoke with another rep today, they provided no insight on the previously promised refund request that was pushed through and advised me to continue waiting.
  
  This issue is still unresolved, no one is processing a refund for this and the business has taken no actions to rectify this.
  
  Tracking: *******************************************************

  Business Response

  Date: 15/12/2022

  Hi ********
  
  
  The shipment investigation has been completed and your claim has been approved. 
  
  We have processed the refund for the full amount of your order back to your method of payment. Please allow 3-5 business days for the credit to appear on your statement.
  
  If you still want this item (web code ********), you can place a new online order. If the price has increased since you placed your original order, please reply to this email with your new order number. Once your new order is shipped and invoiced, we will manually discount your new order and refund your method of payment in the value of the discount plus taxes. 
  
  Thank you for your patience,
  

  
  The Best Buy Team

• Initial Complaint

  Date:13/12/2022

  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.

  Since Nov 19, 2022, I have been trying to buy TVs on the bestbuy.ca website to take advantage of the Black Friday sales. In all, I had attempted to make 4 ‘purchases’:
  1). Order #********** (Nov 19)
  2). Order #********** (Nov 25)
  3). Order #********** (Nov 25)
  4). Order #********** (Nov 28)
  
  In all 4 cases, the orders were cancelled.
  
  Order #********** was cancelled on Nov 24 (reasons unclear). As a result, I went back to their website at around midnight of the Black Friday sale, and saw an unbelievable deal for the 2022 Open Box ******* The Frame (Order #**********).
  
  Given one order was already cancelled, I spent the next 48 hours calling the Best Buy Customer Service number (specifically on Order #**********) to ensure this transaction would go through. I spoke with numerous Best Buy service reps, who assured me that they ‘manually validated’ the info and that the transaction would go through. I did everything in my power to be proactive to ensure I got this tv at this sale price.
  
  One conversation was with with Nishtha *****. She told me on the phone, and with a written email on Nov 26, saying Best Buy would honour that sale price if my order did not go through.
  
  On Nov 27, I received an email saying the Order #********** had been cancelled. I immediately replied to Ms. *****/Customer Service, asking to fulfill Best Buy’s agreement to honour the pricing and get me that TV. But I received NO RESPONSE. I sent more follow-up emails on Nov 29, Nov 30, and Dec 2. But again, NO RESPONSE.
  
  I find it alarming that the bestbuy.ca website ** **** ** **** customers on these ‘deals’, collect personal data (e.g. credit card info), only for the transactions to be mysteriously cancelled. And yet, following these cancellations, I am now on Best Buy’s distribution list.
  
  I expect that Best Buy stand by Ms *****’s written commitment to me to honour the price for a 2022 ******* The Frame 75” open box (there were 2 available online at that time).
  
  Thanks,
  ******

  Business Response

  Date: 15/12/2022

  Hi ******,
  
  
  We represent the highest level of Customer Escalation for Best Buy Canada, thank you for bringing this situation to our attention

  
  This email is confirmation that a full investigation is in progress to resolve the issue you are experiencing with these multiple order cancellations.
  
  You will receive another email from us confirming what you see here in this correspondence and will keep you updated on the progress of the investigation as it unfolds.
  
  If you have any additional questions, concerns, or queries in the meantime please reply to this email and we will reply within 24 - 48 business hours. 
  
  Thanks,

  
  The Best Buy Team

  Business Response

  Date: 23/12/2022

  Hi ******,
  
  Thank you very much for your patience during this time of year.
  
  It was a pleasure to speak with you today, we're glad we was able to help take care of you and resolve your case.
  
  You should be seeing a refund of $610.22 Back on your credit card in the next 3-5 business days.
  
  Have a wonderful weekend and a great holiday.
  
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 03/01/2023

  
  
  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:08/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello - I am not sure if Best Buy can assist me. I had an ***** Watch that was under the Best Buy Warranty "redeemed" (or whatever the term is) under said warranty and a store credit issued nearly $1000 CAD. I tried to purchase something on Best Buy website but there nothing available that I wanted (another ***** Watch). However, the Best Buy USA (United States) did have the ***** Watch I wanted. Sadly, my Canada gift card was not eligible to be used on the Best Buy USA page. Why not? I would like to see if this is possible please as a customer service gesture - it's the same firm / company as a customer service gesture. Many thanks. PS I have the emails from Best on this topic - can send later to valid / confirm particulars (you can also look up my current email and tel# too). Thanks.

  Business Response

  Date: 11/12/2022

  Hello ********,
  
  Thank
  you for contacting Best Buy.
  
  Unfortunately
  there is no way for our system to accommodate the canadian gift card to be used
  on the US website even though we have the same company brand. Our policies and
  guidelines will differ that acdomodates each countries consumer. Our payment
  system is totally different and our gift card does not have a system that can adapt
  to the exchange rate.
  
  We are
  very sorry for the limitations set on your gift card.
  
   For more information please see the link
  below:
  https://www.bestbuy.ca/en-ca/help/paying-and-purchasing/gift-cards-and-egift-cards
  
  Thank you for bringing this to our attention.
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 13/12/2022

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

   

  They did not offer reasonable alternative: They can actually try to redeem or return this existing gift card or even offer me the cash value - which I want to then immediately use to purchase the equivalent value in US dollar gift card to spent at Best Buy USA.   Or they can offer me a cheque for the same value.  The fact that I got a form letter answer without any further consideration is unfortunate  - writing in to complain is hoping for a better reply that addressed the issue or even helps the customer along.  Here that was not done, and it's not fair or reasonable. Please re-consider and have USA best buy consider this if the canada office cannot assist. For a large outfit like this, something should be done.  Thank you. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:08/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered digital downlaod from them and never got it, and because it was a digit download they will not refund my order.

  Business Response

  Date: 09/12/2022

  Hello ****,
  
  This is Hemant from customer care team Best Buy at your service.
  
  Thank you for taking the time today and sharing your predicament about not receiving the ****** *** ****** *******) - 5 Devices - 50GB ***** Backup - 1-Year Subscription - Digital Download. I sincerely apologize on behalf of our call center agents for not being able to provide you a satisfactory resolution regarding this matter. Please note that I have successfully requested another digital download for you and you will be receiving the download code shortly, If you do not receive this code in 3-5 business days, Kindly respond to this email chain and I will expedite this process for you.
  
  Should you have further questions or concerns, please let me know and I'll be more than happy to assist you.
  
  Best regards,
  
  Hemant
  Associate, Customer Care
  Best Buy Canada Ltd.

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I agreed to have them send me the download again last Friday night with a request to wait 24 to 48 hrs to receive it. So far nothing. I will be emailing them tomorrow. Thanks
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 14/12/2022

  Hello Team,

   

  We have successfully resolved this issue with the customer and sent him the software that he needed, quoted below is the customer response.

   

  "***** *** **** ***** ********* *** *******."

   

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

   

  Customer Answer

  Date: 16/12/2022

  
  
  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 your assistance.

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

• Initial Complaint

  Date:08/12/2022

  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 have an order from best buy sitting at *** ** waiting for someone from best buy to contact them with my physical address as fed ex will not deliver to my box bumbr. I have contacted best buy 4 times. They have still not contacted fed ex and will not allow me to cancel my order. Fed ex said its a best buy policy that only a best buy employee can update my address. Best buy also did not say fed ex was the delivering agent and did not state my physical address was needed.

  Business Response

  Date: 12/12/2022

  Hello ******* 

  Thank
  you for your recent online purchase. 

  
  A
  case has been created for you (********) to assist you with your inquiry.
  One of our Customer Experience team member will be in contact with you shortly
  to assist.

  
  Thank
  you for bringing this to our attention.

  
  
  Thank
  you,
  Best
  Buy Customer Experience Team

• Initial Complaint

  Date:07/12/2022

  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 paid almost $7500 for appliances and received all appliances damaged 7 months ago and their movers damaged my house as well and they have done nothing to help, called Best Buy head office hundreds of times and they do nothing to help, most of the time they make up excuses to shoe you off saying we can't find your order number and that if you want help you have to go into the store because they don't answer their phones so the only way of communicating with the store is to drive down and talk to them in person, gone into the store numerous times and they have done nothing to help either, they tell me the same thing that head office tells me that there's nothing they can do at the store and that I have to contact head office, just went into the store again today and still nothing was done except tell me the same thing they did last time that someone from head office will get back to me, I have been told that numerous times and no one ever gets back to me through email or call. Their delivery people are terrible have no idea what they're doing, they shoved my stainless steel appliances through the door like they were nothing, some of them they were supposed to take off the doors to avoid damages so they would fit through the door, every appliance they brought in also damaged the walls causing about $1,500 to $2,000 worth of damage and $7500 worth of appliances, also they weren't able to install the washer and dryer which they were supposed to but could not because they did not know how to, they also did not remove all the shipping bolts from behind the washer and dryer which was their job to remove them, wasn't able to use the washer and dryer for over 3 months, also they charged me $170 plus tax for microwave installation and the guy was not able to install that either, I had to pay another company to come out and install the microwave, they still haven't refunded me my $170 plus tax yet either.

  Business Response

  Date: 14/12/2022

  Hello ****, 

  Thank you for your online purchase.

  
  A case has been created for you (********) to assist you with your inquiry.One of our Customer Experience team member will be in contact with you shortly to assist.

  
  Thank you for bringing this to our attention.

  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 25/12/2022

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

   

  This is my third time replying because the message I write keeps getting deleted, Christmas and I'm not understanding How can I accept their response when they haven't even done anything no one has even gotten back to me, paid over $6,000 for damaged appliances and nothing has been done we have been contacting them for months no one calls or answers the phone, if we wanted to damage the appliances we would have gone on Kijiji or somewhere else to buy used appliances that would have been in better condition than these, all your offered was a $300 concealed gift card that is an insult

  Business Response

  Date: 11/01/2023

  Thank you for contacting Best Buy.
  
  In regards of your inquiry with the with property damage, we have been informed by our claims department adjuster that they have been in contact with you since December 14, 2022 and an agreement had been accepted and settled.
  
   For the concealed damage on the unit, the $300 is offered by our home delivery team based on the damage found on the unit. I can provide an additional $100 as a goodwill gesture but this would be Best Buys final offer.
  
  We are looking forward form hearing from you.
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 12/01/2023

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

   

   

  Again I am repeating myself, are you guys not reading what I am writing, it's just completely unbelievable that I have to repeat myself a thousand times for the last 8 months, there were three units that were damaged not one unit, over and over and over and over again you guys keep saying that one unit was damaged, are you guys not even reading my emails or the complaints I made to the better business bureau, have you guys not even looked at the pictures? There were three appliances that were badly damaged with the washer and dryer being the worst that was damaged, all three appliances took a beating and have scratches endings, the washer and dryer is the worst out of all them scrapes all over the place, stop saying one unit and look at the pictures I have sent you guys numerous times, I will accept the $400 for one unit but need compensation for the other two units, again I will repeat myself for the thousandth time the fridge was damaged, the stove was damaged and the ** ********** was damaged fridge was $1,800 plus tax, stove was about $1,300 plus tax and the ** ********** was around $3,000 plus tax, we paid for brand new appliances not used damaged appliances if we wanted to buy used appliances we could have bought them from a used appliance store or off Kijiji that are almost in mint condition or close to it, and what I'm finding totally ridiculous and unacceptable is that no one from Best Buy is calling me about this even though better business bureau has gotten involved, if you have any questions please call me at ************ 

  Business Response

  Date: 25/01/2023

  Hello ****,

  Thank you for your patience.
  
  We understand that you are reporting damages found on the unit but our Home Delivery team have a signed document that no damages found / no damages reported at the time of delivery. Our Home Delivery team have connected with the customer stating this.
  
  Upon further consideration, we can issue an additional $100 as a goodwill gesture putting the final total of the gift card to $500.00 and that would be Best Buys final offer - no further offer would be presented - please confirm to which email address you would like this to be sent to.
  
  We are looking forward from hearing from you.
  
  Thank you,
  Best Buy Customer Experience Team

  Customer Answer

  Date: 26/01/2023

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

   

  As stated there are three units that were damaged. Not one unit and you keep stating one unit, and no I would never do business with Best Buy ever again so I'm not accepting any gift card. I don't think you guys are reading what I am writing, and as I stated numerous times before to emails and over the phone your delivery people forced me to sign the paper. They had me in a corner and were being very bad to me and we're scaring the h*** out of me and forced me to sign the paper, sent you all the pictures numerous times with all the damages, not paying thousands of dollars for used damage appliances that are supposed to be brand new, looks like this might have to come down to legal auction, bogles my mind how you can treat the customer like this, absolutely amazing how you provide me with damaged appliances and you think only $500 on a gift card is fair, we are both human and put yourself into my position. Would you be happy receiving a $500 gift card for one unit when all three appliances have made your damages on them, did you even see the pictures? I have dealt with many businesses over the years and have received damage appliances before and I have always got fair help from the business, on top of the damages, washer and dryer wasn't installed and the shipping bolts weren't taken out. I had to pay someone $300 to install the washer and dryer and almost 275 to take the shipping bolts out and couldn't use the washer and dryer for almost 4 months, if you are not smartening up and reading what I am writing, I will go down to every single Best Buy store in the *** and further from there when I am in other cities to be telling all your customers how you guys are treating me and I will post negative reviews on every single Best Buy ****** page in Canada, look at the pictures I sent you and stop stating one unit. There is three units that are damaged

  Business Response

  Date: 06/02/2023

  Hello ****,
  
  Thank you for your response.
  
  
  As mentioned our final offer would be $500.00 gift card - no further offer would be presented for this inquiry. The gift card is based on the assessment of the concealed damages reported afterwards regardless theres a document signed that no damage found / reported at the time of delivery. We respect your decision if you do not want to proceed with this this will be noted on your Order ********** whenever you are ready to proceed.
  
  
  Thank you,
  Best Buy Customer Experience Team  

  Customer Answer

  Date: 14/02/2023

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

   

  No, If you were me, would you be happy with $500 on three badly damaged items? Did you not even look at the pictures? I am not accepting $500 gift card, I paid for brand new appliances, your drivers and delivery people were very bad people and they made me sign the paper, they didn't even install the appliances, I had to pay $300 to have the shipping bolts removed then had to pay another $275 to have someone come out and install the appliances, Please escalate this to someone further at Best Buy. This is ridiculous, you have to put yourself into my position. Would you be happy with $500 gift card? Don't understand what Best Buy has become, you guys are acting like criminals. This is truly disgusting. I paid for brand new appliances and you're only offering me a $500 gift card. Are you crazy? Or is Best Buy become *********t? Because no matter how you put it. This is *********t and criminal. I paid thousands of dollars for brand new appliances. Not used damage appliances, you guys are ruining my health and I've had enough of this, If this matter is not taken care of and resolved ASAP I will be going to a lot of your stores and showing all your customers about how you guys are treating me

• Initial Complaint

  Date:07/12/2022

  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.

  On Saturday Dec 3rd I visited the store paid by debit for a sound bar cost 163.29, entered card/PIN transaction completed but when trying to print receipt the system crashed. Moved to another cash paid with different debit got receipt was told that the first one would go back to my account shortly as transaction was not completed. I went to the store on Sunday with proof and spoke to manager who said they had to email the billing team as they could not see the original to reverse. Called 1800 number Monday night the 5th got case number said I would get a call between 24-48 hours, and they would resolve it. It's now day 5 and the money still has not been returned. I tried chat they hung up on me. My bank cannot do anything the transaction completed money remitted. They have received nothing from best buy to indicate any different. So paid for a product twice and best buy keeps saying give them another 24-28 hours but no one has followed up and I continue to be short the money from my account.

  Business Response

  Date: 12/12/2022

  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:07/12/2022

  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 desktop PC from Best Buy on Apr 16-2012 for a price of $2,399.99 before tax. I also purchased a warranty for $419.99 (i.e., 17.5% of the cost of the PC) from Geek Squad.
  On Nov 3, I went to the store because the PC was heating up above what it used to be; which is supposedly covered by the warranty. I also asked for an optional upgrade of the HD to add another 1TB of HD. I was told that the expected time for this repair and upgrade would be 1-2 weeks max.
  8 days later, I received an email that quoted to me repairs that later turned out to be inaccurate. After a few email correspondences, by Nov 14, I had to agree to pay of $786.48 to the PC cooler and the HD upgrade; although I was not happy that I had to pay for the cooler. The heating of the PC was above the condition in which we purchased the PC and should have been repaired under the warranty.
  But that was not the end of this bad service from Geek Squad. I had to wait till Dec 1st to discover that the PC was lost in transit by UPS.
  Today is Dec 6th, I have not yet received a notification from Geek Squad about where my PC. The business has no respect for their customers. They pocketed out of me 17.5% of the original cost of the PC and instead of providing warranty service, they took my PC for a month without providing me a replacement PC. They lost my PC in transit and do not seem to care that this has a tremendous impact on my nervous system that my private data that existed on the PC might have been ****** by now which might cause an identity theft.
  The entire business model seems to be careless; from the point of taking my PC without giving a firm date for completion to the end result where my PC is currently lost thereby exposing me to identity theft; yet the business does not care. It was not worth the 17.5% that they took on the original price of the PC purchase.

  Business Response

  Date: 12/12/2022

  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:06/12/2022

  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.

  ****On Best buy website it states a person account will NOT be charged for an item ordered online to be picked up instore until the person arrive and pick up the item. As confirmed by my bank my account was charged as soon as I placed the order. Copied from Best Buy website, "***** **** ** *** * **** ** **** ****** ****** ** ****** ****** ** **** ** ** ****** **** ***** ***** ************* ****** **** ****** **** ******* ****** ***** ** *******." MY ACCOUNT WAS CHARGED THE MOMENT I PLACED THE ORDER and 6 days later it has not been refunded!!
  **** ** **** **** ** ***** ******** I called MANY times and nooo customer service rep would get me a supervisor and several said my account was not charged, more lies.

  Business Response

  Date: 07/12/2022

  Hello *******

  
  
  My name is Harman from the Executive Resolutions Team at Best Buy Canada Headquarters. I am emailing you in regards to your recent online orders for a ** TV. 
  
  I have looked into your orders and confirm that order# ********** was cancelled and you have not been charged for this item. Order# ********** has gone through and you have been charged for this item. This item is ready for pickup at our Northlands store location in Ca**ary if you have not already picked it up. 
  
  Also, I would like to note that if you see two charges from Best Buy Canada on your statement, this is completely normal as one of the charges is a pre-authorization charge when an order is placed online. This charge will be dropped from your statement within 5-7 business days depending on your financial institution. 
  
  If you have any further questions or concerns please do not hesitate to reply to this email. 

  
  
   
  Thank you, 
  
   
  Harman S
  Executive Resolutions
  Best Buy Canada Ltd.  

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    as mentioned it state on Best Buy website a person account will not be charged,,,,, mine was charged the very day I placed the original order as was confirmed by my bank! If my account was not charged I would not have had to request for a order cancellation.

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

  Business Response

  Date: 20/12/2022

  Hello *******
  
  
  I am just following up on the previous email I had sent regarding your online orders. Just to confirm again your Order# ********** has been cancelled and Order# ********** has been fulfilled. As mentioned previously when a order is placed online, an immediate charge is placed on the credit card which is used as a pre-authorization payment. A second charge on the credit card is then placed when the order is shipped, and the first charge will be reversed. 
  
  If you have any further questions or concerns please do not hesitate to reply to this email. 
  
  
  
  Thank you, 
  
  
  Harman S
  Executive Resolutions 
  Best Buy Canada Ltd. 

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
     BESTBUY website say a person has 3 days to pick up item and if not their account willl not be changed. If the amount as verified by the persons bank was removed then that is charging the persons account. You can call it pre authorization or what ever you like but if the bank verify the amount has been removed then has been charged and thats against what the website say.

   

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