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

Customer Complaints Summary

684 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.

Initial Complaint
Date:06/12/2022
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.
I purchased an open box item on November 21st, got the tracking number same day with an ETA of November 23rd. By November 23rd, there was still the scan that only the electronic information has been submitted (aka the label has been created and that's it).Still nothing by the Friday of that week (November 25th), so I called to cancel the order as I found the same item (***** ***** ** ****) new at a cheaper price than the new one at Best Buy.
I was denied the opportunity to cancel as it was already "shipped". I told them to please look into that as I know that it was not shipped, but only the label has been created.
I chatted yet again the following week and they said they will have someone look into it and contact me via email and that it would take 5 business days. Still with my money taken and no product in my hands with no chance to cancel.
The deal at the competitor had expired so now I had no chance to buy the product at a reduced price. Finally I got an email back from someone telling me that a refund will be sent as they open a lost file with ****** **** and that ****** **** will contact me for investigative purposes (and that I have to cooperate with them, whatever that means). They left a number to call to see what my options were.

I spoke with one lady, she said if I ordered the same item but not open box they will honor the price. I asked to have it held at the store downtown so I wouldn't have to deal with the shipping issues. She said no problem, buy the product and give the order#. Which I did. She put me on hold and then all of a sudden I was transferred to another rep that I had to explain the whole situation again. This rep then put me on hold and then the line cut. I had to call once again and explain everything frustrated just to be told that they can't honor the original price because different SKU#. I asked to speak with a manager but was told I was gonna get a call back. I had to call back to finally get a manager who told me the same.
Business Response
Date: 07/12/2022
Thank you for reaching out to us.
Please be advised that we will be providing the resolution via our Internal best Buy Portal to the client.
Best,
Executive Resolution 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.
I purchased an item on Best Buy Marketplace, a seller called *** ** - My card was charged before the item was shipped, which is against Best Buy's policy. When I brought this up to the seller, the charge disappeared.. When it was taking too long, I cancelled my order - before it was shipped / scheduled to be shipped - as per Best Buy's policy.
I received a message from the seller that they were processing my cancellation, and later that day they scheduled a shipment and charged my card again. A shipping label was created, but my item wasn't actually sent.
*****.

It's been 4 days and I've been told that because my item has shipped, I have to wait until I receive it to request a refund - Except the item hasn't even been shipped.

I would obviously like a refund for the item I cancelled, and is still in the possession of the seller.
Business Response
Date: 13/12/2022
Hello,

We am sorry to hear about the issues you had with one of our Marketplace sellers. Unfortunately, it is rarely possible to cancel orders in progress as these are not small businesses run from a single location by only a few people. It is possible that one part of a team may attempt to process a cancelation, which another part ships the order.

We am glad to see that your order was delivered now, however. If you would like to return this item, please have the seller send you a shipping label and the item can be shipped back and then refunded.

Apologies for the problems faced, but hopefully all worked out well in the end.

Regards,
Best Buy Customer Care Team
Customer Answer
Date: 17/12/2022

Complaint: 18532740

I am rejecting this response because:

I rejected the item and it was received two days ago yet I still have NOT received a refund. Considering my card was charged after my cancellation I’m going to go ahead and assume if I had blocked the transaction on my card the item would never have been shipped in the first place.. Therefore, I can see no reason why it couldn’t have been stopped. It’s far too convenient that 8 hours after I cancelled the order my card was charged and I was sent a shipping label.
This is clearly ***** business.

Sincerely,

****** ****
Business Response
Date: 23/12/2022
Hello,
I do see that the item was refused and returned and that the seller has refunded you for this order. This refund was processed on December 19 and can take up to 5 business days to be processed by your credit card company.
Regards,
Best Buy Customer Care
Initial Complaint
Date:06/12/2022
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.
On Friday December 02/ 2022 I had an invoice in my inbox from Geek Squad. This is what it said:

**** ***** ******** ***** ***** *** *** **** ******* **** **** ** ************ **** * ********** *** ***** ** * ********** ******* ****** * ******* * ********* ***** ****** ******* ****** ****** ***** ******* ******** ***** **** ******** **** ** ** ************ **** ** *****
On 3/12/2022 I called the toll free # A man answered , he did laugh ya ya ya and hung up.
On 5/12/2022 I called the same Toll Free # again A Man ask me for my name, Her said you will have an reimbursement notice in your inbox in one hour. It was still not there Today.
Today 6/12/2022 I called the same Toll Free # again, a woman answered and said this is an insurance, she did not know anything about Geek Squad.
After that I called the 1 877-877-0093 Number, a man answered and directed me to claim a refund on my computer, he said that he was going to tell me to make the claim, unfortunately I could not understand what he was saying, at this point I got suspicious and I told him that I will hang up, which I did. I do not remember ever having any dealing with this company, if I ever did it must have been a long time ego. I can not say at this point weather there was a planed deception on their part, but what I know for sure is: I DID NOT AUTHORIZE THIS PAYMENT AND I DO NOT KNOW HOW THEY GOT MY CREDID CARD NUMBER, OR EVEN WHICH OF MY CARDS WAS DEBITED, however I will try to find out which of my cards was involved.
Thank You very much
Kind Regards
***** *******
Business Response
Date: 12/12/2022
Hi
*****,

Thank you for this information.

Cyber criminals are getting more sophisticated by the day. A
common tactic is to send phishing emails that mimic legitimate emails from
companies such as Best Buy or Geek Squad.

As
the holidays approach, we are seeing a rise in phishing emails, and we’d like
to ensure you know what to look out for should you receive such an email.

What exactly is phishing?
Phishing is a type of social engineering where an attacker sends a
fraudulent (e.g., spoofed, fake, or otherwise deceptive) message designed to
trick a person into revealing sensitive information to the attacker.

These scammers are seeking account details and personal
information that they can use to defraud you. Many use scare tactics that can
cause you to panic and act in haste.

There are many elements you can look out for to ensure you know
the email is legitimate.
Look out for:
Spelling and grammar errors
Suspicious sender addresses
Suspicious phone numbers
A call for urgent action which
can cause you to panic
Things that sound too good to
be true
Suspicious attachments and
links

You can read all about the different kinds of scams in this Best
Buy blog article: How to
avoid internet and phone scams.

If
you receive another email like this, please report it by forwarding the email
to us and [email protected] so we can continue to
track them.

Stay alert and stay safe!

Thanks for contacting
Best Buy.
Best Buy Customer
Experience Team
Customer Answer
Date: 12/12/2022

Better Business Bureau:
Thank you very much for your assistance in this matter, I trust that there is no charge from Best-Buy since the correspondence mentions that there was no amount involved, however the invoice I submitted stated a total of $349.99 was debited from my credit card account. Again thank you for your assistance
Please forward my thanks also to Best-Buy.

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:06/12/2022
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.
We ordered ******* ****** *** ultra on black friday with discounted price.We used my bf credit card and after 2 days they cancelled the order with out any further reason.I tried to order again the 2nd time and upon tracking on my order it was cancelled again without ant reason.I called the customer service and they said there is no reason why it was being cancelled.The phone wasn’t on sale then.The customer service try to place an order again on the discounted price ad seek for supervisor approval and it was approved.after 2 days again they cancelled the order.If there is an issue on credit card they should reach out to the customer to fix if they want to give the phone on discounted price.they are doing online sales but can’t give what customer wants.what is the use of information that their getting on us.
Business Response
Date: 11/12/2022
Hi **********

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: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.
Bought a tv from best buy on nov 19. was charged for it on th 23rd. nothing since. no shipping updates and when I call them they told e a 3rd party has picked it up for delivery. I called the 3rd party delivery and they have no records of this. I would like a new tv shipped to a physical location so I can pick it up and my shipping cost refunded or a full refund
Business Response
Date: 12/12/2022
Hello,

We am sorry for the issue you have. We are currently attempting to get information regarding this delivery from the remote carriers. I do know it was supposed to have been picked up last week, and should be on it's way to you.

Unfortunately, there are many complications with remote delivery, particularily with coordination and being able to access the proper updated information. I do hope to have some more information soon for you, and do hope to have the television delivered soon.

Regards,
Best Buy Customer Care
Customer Answer
Date: 20/12/2022

Complaint: ********

I am rejecting this response because: Their site told me someone will contact me in 7 days. 12 business days later and nothing. I have had to take several hours from work to find out what has happened to this tv. Every time I would call in I was told to just wait that they didn't know where it was. I am out over a full days wage from being on the phone with them. They **** to me on at least 2 different occasions and told me that it was with different shipping company's. both of which I called and was told they do not have records of this. I am seeking a %10 refund

Sincerely,

**** ********
Business Response
Date: 30/12/2022
Hello,
A 10% discount was just applied to your order in our system. As stated before we are sorry for the delivery issues.
Regards,
Best Buy Customer Care
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:06/12/2022
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.
I purchased a pair of ****** * ******* stereo tower speakers. I received one speaker immediately (1-day from purchase) and have waited more than 10 days for the second speaker and the shipping status has been “waiting for carrier pickup” for those 10 days. ********* has completed an investigation and confirmed the package is not in their possession. Best Buy would not guarantee to keep 1 of the 4 speakers left in stock to fulfill my order. Further, the only solution provided was for me to buy a third speaker and return the original speaker ordered. I have done this and have received the third speaker immediately. Best Buy will not give me an immediate refund for the missing speaker and can’t guarantee that it won’t still arrive. I have had to wait over a week to open a complaint with Best Buy and they now need another week to resolve. Best Buy refuses to provide a refund after clearly having lost visibility of the package under their custody. Ordered on November 26th, 2022. Order #**********.
Business Response
Date: 14/12/2022
Hi *******,

Thank you for contacting us regarding the shipping status of the ****** * ******* 603 S2 Anniversary 200W Tower Speaker you purchased on order #**********. Please accept my sincerest apologies for this frustrating experience.

I have opened an investigation into this with our internal teams. I have followed up with them about the status of the investigation and have advised them to provide me with any updates as new information becomes available. We are very sorry for the ongoing delay.

We want to ensure the speaker isn’t actually on its way yet as there's currently an ongoing error with tracking numbers not updating.

In the meantime, I want to thank you for your ongoing patience and understanding throughout this process.

Should you have any further questions or concerns, please do not hesitate to reach out.

Kind Regards,
Isis
The Best Buy Team

Customer Answer
Date: 16/12/2022

Complaint: ********

I am rejecting this response because: I would like a commitment to a date of which a refund will be issued if results aren’t gathered? It has been unclear as I am usually informed a week or a few days, in which I will call back. Again, as the 3rd unit arrived in just a day as well it seems this unit has been misplaced. I can confirm ********* opened an investigation weeks ago and closed it in a couple days. Stating it was not in their possession.
I appreciate the response and effort you and the team are putting in for the investigation, but it would be nice to know when this investigation will close and refunds will occur. Happy to be pointed to any terms and conditions of purchase I am sure that likely exist to speak to refund policies.

Thank you,
***

Sincerely,

******* ******
Business Response
Date: 20/12/2022
Hi *******,

We’re very sorry about the delay in finding a resolution to your case regarding your order #********** for the ****** * ******* 603 S2 Anniversary 200W Tower Speaker.

We don't have the results for your investigation, but due to the urgency of your case we will go ahead and process your full refund. Please note, if we get the investigation results back that your item has been delivered, we will reverse this refund. Please kindly allow up to 5 business days for this credit to be reflected on your statement.

Once again, I would like to apologize for this frustrating experience, and any inconveniences it caused you.

Should you have any further questions or concerns, please do not hesitate to reach out.
Kind Regards,
Isis
The Best Buy Team

Customer Answer
Date: 22/12/2022

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.

Sincerely,

******* ******
Initial Complaint
Date:06/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent in the ******** Air Fryer that was recalled due to a fire risk. I sent it back on June 23rd.2022 ( It took that long for the prepaid shipping box to arrive ) and I haven't received the gift card yet. I called the 800-566-7498 service line 4 times from July 10,th 2022 to nov.12,th 2022. All the representatives told me the same thing: the air fryer recall was processed they asked me to check both inbox and spam folder of my email where I found nothing and they told me that the gift card will only be in the e-gift card form and there will be no physical gift card mailed to me; all they could do is to submit an escalation case which they did and there are now a total of 4 escalation cases but they could not provide the turnaround time for the resolution.
Business Response
Date: 07/12/2022
Hello,

We are sorry to hear about the issue you have had with this recall. Recalls do tent to present problems as they often involve many parties working together, and issues are bound to occur.

We have looked into your card, however, and it was indeed sent to your email on August 8. These emails would come from a company called ******** who manage our electronic Gift Cards for us, and could have ended up being ignored or in your spam or junk folder.

We have just resent the email to you now, however, so you should receive it soon, if you haven't already.

Regards,
Best Buy Customer Care Team
Customer Answer
Date: 08/12/2022

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.

Sincerely,

**** ********
Initial Complaint
Date:05/12/2022
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.
In April of this year my computer was damaged by my child pouring water onto it. I brought my computer to best buy for repairs.

It took them over 3 months to get my computer back to me. But it was all done on warranty so I didn't complain much. After about a week I noticed a little rattle but didn't think much of it an I figured something got in the fan and would work its way out. My fault for that. But it was a screw the repair team had left inside the computer itself.

Just Monday (Nov 28th 2022) of this week my network card fried and I could no longer access the internet. I didnt bring it right away as i needed the computer for school and ilI could tether with my phone for internet access. Then yesterday (Dec 2nd 2022) the whole computer stopped working. We brought it back to bestbuy and the customer service representative was incredibly rude and condescending. Saying it was our fault and there was no way they were going to help us.

Their employees or contractors left the screw loose inside my machine, after having it for 3 months for repair, and they wouldn't even help fix the issue it was my fault.

I'm a Computer Information Technology student at lethbridge College and If needed I can get multiple teachers to sign off on what was done wrong. I have not opened the computer yet to prove what happened this is all from talking to faculty at school. I don't want to open the computer to give best buy a way to say I broke it before I should. I just want a repair for the damage they caused. If not a replacement or refund of my original purchase price from them.
Business Response
Date: 11/12/2022
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
Customer Answer
Date: 13/12/2022

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.

Sincerely,

***** *******
Initial Complaint
Date:05/12/2022
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.
Online order#*********** Amount owing $2127.49.

I made a purchase for an ******* graphics card on Nov 19 with an expected delivery date of Nov 23. They charged my credit card through paypal on Nov 26 because the item had "shipped". It has not shipped and has been sitting in their warehouse even since with a status of "Awaiting Carrier Pickup". I have contacted the seller four times via chat and phone over the past week and a half. Each time I contact them they say it will ship in 1-2 days but it never does. Last time they changed their story three times on the call to "it's *********'s fault", then "it will ship in 1-2 days", then "I will escalate it". Clearly the customer service people do not have the ability to deal with this and they refuse to put me in touch with an escalated contact. I have verified with ********* that they have not yet received the package from the vendor and that next steps must be by Best Buy. The past two attempts to contact the vendor have ended in the them hanging up on me or ending the chat when I ask them questions about how to escalate. I would rather not file this report but I don’t see any other option right now. I have nothing to indicate they are working to resolve my issue and ship out the delivery. I have attempted to contact BestBuy support via ******* and they just repeat the same things, blaming ********* and suggesting i call customer support who are not able to solve the issue. I get delays happen, but at this point my credit card was charged a week ago even though Best Buy claims there will be no charge until the item ships and it has not shipped. They have now left me with a charge on my card for a full week without sending me my product. I have also started a charge back process but will immediately cease that if BestBuy will resolve the issue. For resolution I want Best Buy to either immediately ship my item or refund me so I can purchase it elsewhere. $2127.49 is a lot of money to have sitting in limbo.
Business Response
Date: 06/12/2022
Hi *****,

Our sincerest apologies on the situation.

The investigation has been completed for your case.

This claim has been approved and a refund has been processed for the full amount back to your method of payment. Please allow 3-5 business days for the credit to appear on your statement.

As a one-time good will gesture, we will provide you with a 10% discount on your next order. To claim this discount, please provide the order number ********** as a reference when calling in. The discount cannot be applied on Marketplace orders, ***** units, services and gift card purchase.

If you have any questions, please feel free to contact us by replying to this email.

Regards,

The Best Buy Team
Customer Answer
Date: 07/12/2022

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 help in resolving this, I really do appreciate it.
Initial Complaint
Date:05/12/2022
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'm trying to get a ******* *** ***** on ******* at best buy Surrey central mall, they have the phone ready to go but all of a sudden can't activate it. Unless I wait for 4 weeks for ******* to send one in the mail. My current phone is having problems. ** *** ** ****** ****** ******** *** ***** *** *** ***** * **** **** ** ****** ** ******* **** ** ********** ******** *** *******
Business Response
Date: 11/12/2022
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
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because:

they never contact me. **** *****

Sincerely,

***** *******
Business Response
Date: 19/12/2022
Thank you for your response.
Customer have been informed to connect with ****** as Best Buy is unable to proceed with activation due to issue on carriers end.

Thank
you,
Best
Buy Customer Experience Team
Customer Answer
Date: 19/12/2022

Complaint: ********

I am rejecting this response because:
I did contact ******* while was still at the store. I even handed my phone to one of the employees so she could talk to ******* herself.

Sincerely,

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

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