Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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Important information

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

Complaints

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

Customer Complaints Summary

684 total complaints in the last 3 years.
151 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:02/12/2022
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 November 16, 2022, I went to Best Buy Robson/Granville to purchase an electric scooter. When making the payment, I opted for the purchase divided into 02 debit cards. By spending the first half of the amount on the 600 dollar card, it was approved. When I went to pass the second part to complete the purchase, the card did not pass and after several attempts we canceled the purchase. Soon, the seller Ahmed informed that the purchase was canceled and the 600 dollars would return to my account within 5 working days.

It's been 10 business days and it still hasn't entered my account. I have already tried to contact the store directly, I spoke with the employee Ronak, where he informed me that he would return to me to verify the case, and so far no response about where my money is. I already checked with my **** bank and the money did not come in.

I would like a quick answer, as Best Buy is wrongfully holding my money. I need a solution, because we have a lot of inflation and I need money to survive.

Order Number: #**********
Business Response
Date: 02/12/2022
Hi ******

Thank you for your patience.

Regarding your original order #********** regarding the held debit card purchase of $600 that was placed on November 16th 2022, debit cancellations often require several days lead time, investigation and bank authorization to have the funds to be refunded back to the original account due to direct debit working in a different manner to credit card.

We have looked into order ********** and have been able to verify no actual payments have been taken on our end and the order was cancelled on November 16th 2022. There may be pending authorizations on your card, unfortunately with authorizations such as these we do not have the ability to remove them, this can only be done by the bank directly.

Our records do indicate that you had gone to the Robson and Granville location on November 18th 2022 to complete the purchase of the same ****** Ninebot G30P MAX Adult Electric Scooter (350W Motor/ 65km Range / 30km/h Top Speed) - Dark Grey scooter. We have included a copy of the receipt for your records if you do not have a copy already.

This is to confirm that, as per our records on file, you were only charged a single time in the amount of $1,119.99 for the unit in question.

As everything seems to be in order on our end and you have visited our store to complete your purchase, we thank you for your business and hope you continue to shop with us.

If this issue has not resolved at this point I would kindly advise you to reach out to your financial institution for further assistance in the case where any additional charges from order ********** still persist before reaching out to us again. If you do require more assistance please do not hesitate top reply to this email and we would be happy to assist further.

Thank you for your patience in this matter,

The Best Buy Team
Initial Complaint
Date:01/12/2022
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 bought a gaming laptop(open box) from the Best Buy Markerplace on 24-Dec-2021 but it was actually delivered to me on Jan. 10th, 2022. It looks good when I use it solely upon itself. In Oct. 2022(this year), I begin to do a project and try to connect it to an external monitor through the **** port, the defect is occurring. I have tested on 4 **** cables, only one cable can display something intermittently but other 3 **** cables show black screen totally.It seems like a **** port or Video Card defects. It is quite disappointing since actually I just began to use it often recently. So I contact bestbuy online agent and create a ticket and then I receive a email from “*** **” required me to provide the referenced defect on Oct. 26th,2022. I submitted 3 videos that day. During Oct. until now, I have contacted Bestbuy online and phone customer service more than 5 times. They all said that they will send a message in priority on behalf of me and the seller will contact me in 3 business days but actually I never get any responses or solutions. It is a bit funny that the seller removed the product information online days ago for some reason. Don’t want to waste my time and have to submit a complaint for this case.

Although I know that it passed the return date, I recall exactly when I purchased this laptop, it should have one year free parts replacement showing on their production sale page. This service is still valid until now. it was a really disappointed buying experience from the Best Buy Markerplace.

I wonder if Bestbuy can fix it or what solutions Bestbuy can provide to get it resolved ASAP.

Thanks,
Business Response
Date: 06/12/2022
Hello,

We are sorry to hear about the issues you have had with the laptop purchased through Best Buy Marketplace.

When looking into this it was noticed that a return was offered on Oct 26 but they requested images. I do notice you mention that you sent videos. However, the attachments can't exceed 10 MB total, as mentioned in the message to you.

However, I do not see how the images should be required in this case. As such I have reached out to members of our Marketplace support team and they are sending you a return label to ship the item back to us. Once it is received a refund should then be processed for you.

I will send you an email directly as a line of communication should you require further assistance.

Thanks,
Best Buy Customer Care

Customer Answer
Date: 14/12/2022
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 but want to add some comments or clarifications here.

Indeed I received an email on Oct. 26 from *** ** which required images to process the return. Since my issue can't be shown completely by images so I decided to submit videos instead that can display the issues obviously. I am also aware of the size limits of attachments so I reduced those attached video files to 8MB in total and replayed it at the same time so I don’t think that my email with the attachments is a matter here. During one week after replying, I also send the seller twice by emails to follow up but didn't get any responses so I have to contact the Best Buy Customers Serives both online and phone and every customer agents told me they will send a request in priority and let me wait for 3 business days but the reality is I never get any responses since the contact or communication more than one month. Thus I want to file a complaint to make it through.

The key thing is getting the issue resolved and I accept the resolution of a refund if so.

Note: I returned my laptop last week and got an email yesterday which said that They are running tests and attempting repairs and updates to me with a solution.

Personally I would like to get a refund now so I can buy another reliable laptop from Best Buy Store directly to use it ASAP rather than waiting day by day.
I will wait several days to see how things are going on or the solution. I may contact you later.

Sincerely and thanks for your help,

Fubian
Initial Complaint
Date:30/11/2022
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.
Hello, Bought two air fryers from Best Buy on October 15th One was for my parents and one was for me. Not sure what is wrong with the product but it’s not energy efficient. It jacked my my parents electricity bill which would be between $50/55 to $107 and mine from $55/60 to $117.
Both my parents and I are not able to pay this much electricity bill every month especially my parents since they’re retired.
Upon reaching out to Best Buy customer service department I was advised that’s it’s been over 30 days therefore no refund would be made. I asked if an exception can be made and if I could speak to a manager. My request was denied and the customer service agent actually hung up on me.
These appliances are not cheap and we are unable to use them.
I would like to get my money back, please.
Also, they have extended their return policy for Christmas, so this should not be an issue.

Cheers
**
Business Response
Date: 05/12/2022
Please see our email response to the customer complaint below.

Hello ******,

I have received your complaint regarding the Air Fryers that you had purchased from our Best Buy store. I sincerely apologize that you were not completely satisfied with the performance of these products, and I am truly devastated to know that they were causing a financial toll on your electricity bills. Furthermore, I would like to extend my humble apology on behalf of our Call Center team for not being able to address your issue at the earliest, as we are experiencing higher than usual call volume due to the holiday season and while serving other customers an agent might have hung up on you, That said, I would love to process a return and refund for you for both the Air fryers and will be reaching out to you directly to assist you in returning the items and getting a refund for the same.

Once again, kindly accept my deepest apology and I hope this small mishap will not end your trust in Best Buy and that you will give us a chance to serve you better in future.

Best regards,

Associate, Customer Care
Best Buy Canada Ltd.

Customer Answer
Date: 06/12/2022

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. I have received the return label slips. I appreciate BBB’s assistance in this matter.

Sincerely,

****** **
Initial Complaint
Date:29/11/2022
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.
Hello BBB,

I ordered online November 16. 2022 **** Pro and payed $1615.89 and received on November 17th wrong item the **** 9-th generation. Same day went to Best Buy Woodbridge store and store manager on duty refused to help with exchange or refund. The customer service online the worst experience.

I attached BestBuy online customer service chat transcript and all the detail below:
I already send this to Best Buy Canada ******* account below:
“***** **** **** ****** ********** ****** **** ***** ******** ***** ******* ******** ****** ******** * ********** ** *** *** ****** ***** ** ******* ** ******* ****** ***** ********** *** ****** *** **** ** ******* ** ******** * ***** *** ***** ** ******** *** **** *** *** **** *** *** ******** *** ***** ** ******** *** **** **** ***** **** **** *** *********** ** *** **** *** ******** **** * **** ** ******* ********** ***** *** **** *** ******* ** **** ******* ** **** ** **** ******** ** ******* ** ***** ** ** **** ******** ******* *** ***** * *** *** ** ******* ******** ******* **** ** ** ******* *** ********** ** **** ******* ** ** ******** ******* *** ***** ***** **** ***** ** ***** ** **** ** ** **** **** ** ******** ****** * ****** ******** ******* ***** *** ** *** ***** *** ***** ** ***** **** **** *** ******** ******* ********** *** ********** ** **** ***** ********** *** ******* ***** ******** ** ***** ******* ** **** ** *** ** ***** ** **** **** ** **** *** ****** ***** **** ** ******* ****** ******* *** ** ***** ** * ****** ***** *** ******* *** ** **** *** ** **** **** * **** *** * ****** **** ** ******** ******* ** * ** * ******** *** *** *** ************* ** ******* *** ******** ** ** **** ****** * ****** *** *** ***** **** **** ** ********* *** **** *** **** ***** ******* ******** *** **** **** **** *** ** *** ******** ***** * *** ****** ** **** ** *** ******** **** ***** *** *** ***** **** * **** **** ****** *** * ******** **** ********** ****** ******* ******* ****** *** **** *** **** ** **** ******* *** *** **** ** ****** ******** **** *** ********* ****** ********* ****** *** **** **** ******* *** ****** **** **** *** ****** * ******* ** ****** ******** ***** ** *** ******** **** * ******* ******* *** ****** **** *** ***** **** *** ***** *** **** ** **** *** ********* ** ******* ***** **** ******** **** ********** ****** ** ******** **** * ********* **** *** ******** ******* ***** ***** ** ******* **** ******** **** ****** ** ****** ** ** *** *********** ** **** ** ***** **** ***** **** * **** *** ****** * ** * ******** ***** * **** *** * *** **** *** **** ********** *** ******** ** **** ** ** *** **** ******** ** * ****** **** ** ******** *** *********** * **** *** **** * *** **** *** **** ** ******** **** **** *** ******* ********** **** ** ****** ** ****** *** *** ********** ******* **** ** ******** *************** ** * *** **** ***** *** **** *** **** ** ************ *** ******* *** * *********** ** **** ** **** ********** **** **** ** *** ***** ******* ** ****** ** **** ** ********* *** ******* ** **** * **** ******* ******** ** ***** ** ****** ******** **** *** * ***** ******* ******* **** ** ************ *** *** *** ** ***** *** ******* **** ** * ***** ***** * *** ********** **** ** **** **** *** ***** **** **** ** *** **** *** * ********* ****** ****** ***** * ****** **** ******** ******* *********
Business Response
Date: 09/12/2022
Hello BBB, this case was created on Nov 24th after a customer complaint. Right after the complaint, we begin our investigation with the carrier who delivered the package. After an extensive investigation with multiple parties carrier denied his claim. That's when the customer provided us with the additional information and we had to start the investigation internally, we decided to process a refund. The customer has been refunded on Dec 7th and notified. Thanks
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:29/11/2022
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.
Please see attached document. The document is an email I sent to BestBuy - outlining all my issues and concerns regarding my experience with them. After several failed attempts to receive an update, the supervisor, Andrea, called me today on November 28, 2022, and advised me that they were not willing to assist me with the fridge door and the remedy sought. She should no empathy for my situation and did not even acknowledge the poor experience I went through. I am extremely disappointed with this experience. Please reach out to me if you have additional questions. When I initially sent the letter, Andrea never advised me that it was not received. Only on November 16 is when another associate, Elliana, confirmed it was never received and then helped me to have it sent to Andrea. Andrea should have returned my calls and told me it was not received. I do not understand why she took such a negative approach to this situation. The letter was initially sent on November 3rd. It is shocking that I left many voicemails and she did not bother advising me she never received it. I called them again today to appeal Andrea's decision. Rep. Silvi escalated the appeal for me. The issues my family experienced should not have occurred and should not occur for other consumers!

Silvi has notice of my BBB complaint.

Andrea's decision:

In response to my letter, Andrea stated that she would not assist me with getting a new door because she indicated the installer installed it without issue. She failed to consider that the installers are not highly trained in all aspects of fridge doors. The dents are similar to the first kind in which they can be seen on an angle. She alluded to the dents to be caused by my family, but we did not even touch that area or use it to such a degree where dents could occur. Andrea failed to show any compassion or understanding to customer care or the values of BBB. She failed to acknowledge or respond to any of my other inquiries.
Business Response
Date: 07/12/2022
Hello,

We are sorry for the issues you have had on your order and with services. At Best Buy we do try to do the best we can for our customers.

That being said, there are limits to what anyone is capable of doing, and limits to what expectations are realistic.

Given the lenght of time since the delivery, however, this item is well outside the return policy of 30 days from delivery. However, I can offer you a couple of options on compensation, which I will email you about directly. But as supplying something such as a new door, and the installation of this door, requires cooperation from other parties than Best Buy, all of which have limitations to their terms of service, some imposed for insurange reasons, it is not likely we would be able to replace the door for you.

I will also be passing on all other related information regarding this complaint to the appropriate departments.

Regards,
Best Buy Customer Care
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. To expedite the process, Wilfred from Bestbuy contacted me and offered me a partial refund of $300 on the fridge. I am pleased with BBB and I am grateful for this service. Consumer rights are safe knowing that BBB exists!

Sincerely,

***** *****
Initial Complaint
Date:29/11/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding the ********** Professional 600 Lift-Bowl Stand Mixer - 6Qt - 575-Watt - Empire
Red I ordered (my order (#**********) on Nov 19 and I got a promotion for a free knife. However, I received the package without a knife. I tried to contact Best Buy customer service 4 times (1 phone call and 3 emails) and my case reference number is ********

1st time (Nov 20): I tried to call customer service to solve my problem and it took me
30 minutes to wait and it turns out that I have to check the website to
see if the knife is available, then I have to call customer service and give them the reference number then someone can help me to order the knife for free. I was not satisfied with this response.

2nd time (Nov 20): I tried to write an email to customer service and I received the same answer

3rd time (Nov 22): I tried to write 2nd email to customer service to explain it again and badly I received the same answer

4th time (Nov 24): this is a final email I wrote to customer service and I gave it up. I asked them I want to return the item and I can't accept the fact that the information I got from Best Buy website was misleading, that nobody from Best Buy tried to contact me to let me know about the problem until I got the item, and the solution for the problem caused me even more frustration and will take my valuable time in the future. Best Buy team tried to pass their own mistake to customers who deserve better treatment, not just a meaningless apology.

I did not receive any response from them til now.

***
Business Response
Date: 30/11/2022
Hello *** **** ***,
Thank
you for your recent online purchase.

A
case has been created for you (********) to assist you with your return 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: 30/11/2022

Complaint: ********

I am rejecting this response because: I cannot buy any ********** stand mixer at this prize now. I want Bestbuy has to deliver my promotion knife to me as promised on your advertising and I will keep the mixer. Thanks.

Sincerely,

*** **** *** *****
Business Response
Date: 04/12/2022
Thank you for taking your time on contacting Best Buy Canada.
This matter have been deemed close as customer have accepted $49.99 off their unit instead of getting a free knife (valued at $49.99) as a promotion due to product availability.
Thank
you,
Best
Buy Customer Experience Team
Customer Answer
Date: 05/12/2022

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:29/11/2022
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.
TLDR: Best buy lures customers with ***** practices involving price match promises the weeks before the Black Fridays. They get you to purchase early by promising that you will "***** *** **** ** ***** ****** *** *** * ***** ********** ********** ** ** *** ***** **** **** ** *** ********* *****". THIS IS A ***.

Best buy started advertising about their lowest price early November.

They convinced us to purchase a new stove on November 15th, 2022 guarantying us that this would be adjusted to any price change until the end of November as the product was flagged as "Black Friday Top Deal".

Today, the same product is still flagged "Black Friday Top Deal" but the price dropped $50 since our purchase, so we called them to get this price adjustment done.

They refused to adjust the price claiming that we've made our purchase prior to the Black Friday and that we were not eligible for a price match. They did not stand by their word and mislead potential customers to purchase their product promising price match when they will not honour it.

Eventually the person on the phone put us on hold a couple times promising to help us before hanging on us.

This is a very ***** practice and they've totally lost our trust, ******* **** *** ** *** **** ** ******** ******** ** ****** ******** **** ***** ********.

Stay away from them, they will not stand by their promises.
Business Response
Date: 29/11/2022
Hello *********,
Thank
you for your recent online purchase. We have found your order and we are very
sorry to hear the
inconvenience you have experienced getting a price adjustment.

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:24/11/2022
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 purchased an air fryer from bestbuy last year. It was working fine, no issues. Early this year I received an email from ********/ bestbuy that they have recalled my air fryer and want me to return it for health concerns/ safety reason. I registered for a return. They sent me a return kit with label and tracking number. I received that kit on 16th June 2022 and returned it immediately next day. They received it on 20th June 2022. In return I would get the gift card from best buy worth 75$. Since then I have inquired 10 times but has not got any gift card or has not got any satisfactory response. They said that they will do further investigation and get back to me or contact me but no body reached out to me. Its been more than 5 months now. I want my gift card for the product that they have now. I provided all my details with tracking number and confirmation that they have received it. I did everything from my end whatever I was supposed to do.
If you can help me getting my gift card please.
Here i have attached the photo of tracking number which shows that they have received it.
Business Response
Date: 29/11/2022
Hello,

I am sorry for the issue you have had with the ******** air fryer recall. For legal reasons recalls are normally not facilitated by the companies who manufactured or sold the products, and this is the case in this instance.

The ******** air fryer recall is being managed by ******** ****** Management Services Limited. These air fryers were not returned to Best Buy, but to a facility appointed by them. And the refunds (though issued as Best Buy gift cards) are issued by ******** and not by Best Buy.

However, I have looked into your case and can see that the email for the gift card was sent to your email address just recently. You should have received it in your email by now. I will send you a separate email directly and if you haven't received the email for the gift card yet, I can resend it to you.

Thank you,
Best Buy Customer Care

Customer Answer
Date: 01/12/2022

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:24/11/2022
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.
Best Buy recalled my ******** air fryer. I returned the unit as instructed over 5 months ago. I have not received my
Refund/credit. I called in and spoke with a rep who told me that they have a large issue of lost packages and nothing she could do for me. I asked for a supervisor and no one called me. I need my refund or my unit back.
Business Response
Date: 29/11/2022
Hello,

I am sorry for the issue you have had with the ******** air fryer recall. For legal reasons recalls are normally not facilitated by the companies who manufactured or sold the products, and this is the case in this instance.

The ******** air fryer recall is being managed by ******** Claims Management Services Limited. These air fryers were not returned to Best Buy, but to a facility appointed by them. And the refunds (though issued as Best Buy gift cards) are issued by ******** and not by Best Buy.

However, I can look into your issue with this, and am in the process of doing so, to obtain any information which I can. But we will not be able to provide a refund to you ourselves for legal reason.

I do also encourage you to reach out to ********, who can be reached at 1-877-650-5411.

It is noted that in your complaint you mention an issue with lost packages, which is true, there has been such an issue. This issue has been resolved, however, and there is now a process for customer's who had encountered this problem to receive their reimbursement.

Hopefully we can find an acceptable resolution to this issue.

Thank you,
Best Buy Customer Care
Initial Complaint
Date:24/11/2022
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 was trying to upgrade my phone at Bestbuy. I called their number to ask them if they have a ****** ***** * *** in stock but the number only takes me to the call center. No direct number to the store. So, I went there and waited in line. An employee comes over and asked for my name and number and they will text me when its my turn. Sure, sounds fair enough. Before I gave them my info. I asked him to see if he has a ****** ***** * *** for ****** in stock. And he said Yes. He said it will be 20-30 minute wait so I just browsed around the store.....1h45 minutes later its finally my turn. I gave them my info and ID and told them exactly what needs to be done. The employee checks the shelves for the phone I wanted but he doesn't seem too sure if he has one for the carrier I'm with. I told them that there should be some since I asked before they took my name down for the virtual lineup. He got another employee to double check and did a bunch of scanning of the phones on their computer. And nope none for the carrier I'm with. Then he puts the phones he took off the shelves into a different part of the shelves....hmmmm I think someone mixed the phones from another carrier. I'm annoyed that I wasted two hours of my time.

Another thing the employee didn't do is ask for my PIN number for my account.

Bestbuy needs a better way to organize their phones so they don't waste other customer's time.
Business Response
Date: 29/11/2022
Hello,

I am sorry for the issue you had in store. We certainly to strive to acheave the best experience for your customers though sometimes this can be difficult.

Best Buy stopped using direct to store contact by phone during the pandemic as this was found to be a necessary measure given the reduced staffing during that time. The call center is the primary point of contact by phone. However, I do understand that it may be dissappointing to need to wait in a line when you arrive at a store.

Beyond this we definitely can look into the situation which occured. I will require some further informaiton from you which I will reach out to you by email regarding.

Thanks,
Best Buy Customer Care Team.

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