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.

  102 5300 No 3 Rd Richmond, BC V6X 2C3

• 

  Best Buy Canada Ltd.

  2100 Park Royal Mall West Vancouver, BC V7T 1A7

• 

  Best Buy Canada Ltd.

  600 1320 W Trans Canada Hwy Kamloops, BC V1S 1J2

• 

  Best Buy Canada Ltd.

  101 45805 Luckakuck Way Chilliwack, BC V2R 5S3

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:24/11/2022

  Type:Customer Service 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 October 7, 2022, I pre-ordered two ***** ** from Bestbuy.ca. ********** and ********** are the order numbers. I picked up both phones and activated plans a few days later at 779 McCallum Rd, Victoria BC. I was supposed to receive two $100 e-gift cards as part of the pre-order incentive.
  
  I haven't gotten anything in more than a month. I've contacted them four times since then (twice through chat in October and twice via phone in November), and all they've said is that it's been escalated and that the e-gift cards should be provided within 48 hours. It's beyond frustrating, given that the contact center can only read the script and not there to help.
  
  On November 17th, I successfully filed complaint #********, however it appears that nothing changed. If there was a technical problem on your end, why didn't you inform us and instead remained silent? Why should I contact this company just to waste my time? It's ridiculous.
  
  I'm curious whether they misled in their advertisements to promote products. The worst customer service I've ever experienced.

  Business Response

  Date: 01/12/2022

  Hi ********,

  
  Thank you for contacting us regarding the 2 missing promotional gift cards when you pre-ordered two ***** * phones. 

  
  We have done a thorough investigation with our store team members, and they have advised us that they have contacted you and issued you the 2 gift cards for $100 each as promised with the promotion. Please accept my sincerest apologies for the frustrating situation and the lack of communication from the team here. 

  
  Please refer to your junk or spam folders if you are still not seeing these cards within 2 business days. If you can still not locate these cards by the end of next week, please let us know and we will have them resent if necessary. 
  Thank you for bringing this to our attention, and again, I am so sorry for any inconveniences this has caused you.

  
  If you have any further questions or concerns, please do not hesitate to teach out. 

  
  Kind Regards,

   

  
  

  Customer Answer

  Date: 04/12/2022

  
  
  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:22/11/2022

  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.

  We bought a dryer from Best Buy. Unfortunately the dryer was defective but we didn’t know this until it has already been installed. We had to pay for installation. We then had to pay to have it removed. Then we also had to pay for the new dryer to be installed again. We would like reimbursement for the cost of removal and re install. We have attempted contact with Best Buy on several occasions but gave not heard back. Order number #**********

  Customer Answer

  Date: 08/12/2022

  Hi ********

     Here is the original order plus all the installs and uninstalls (3 in total).

   

     It looks like the extra installs and uninstall amounted to about $199.50. I think the install guy Derek took pity on us and did not charge us a full fee. We will be satisfied with a $199.50 reimbursement from Best Buy.

   

  Many thanks 

  *******

   

  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

• Initial Complaint

  Date:21/11/2022

  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.

  Initially purchased an appliance package May of 2018. August 2022 the fridge freezer and ice maker quit working. By September 30 it was decided that the fridge has a freon leak and needed to be turned off. It took until Oct 28 to receive word that my claim had been processed.
  I was left without a fridge for 1 month. When I added the purchase of a mini fridge to my food spoilage claim it was denied.
  I seen no other way of keeping my essentials cool, I feel this should be reimbursed.

  Business Response

  Date: 29/11/2022

  Hello,
  
  I am sorry to hear about the issue you have had and I am currently looking into this and hoping to find a suitable resolution. 
  
  Though any decisions made by yourself to purchase something as a mini fridge are your own responsibility, I do know there is a generous allowment for food spoilage. I will need to look into whether or not you did receive this, but I do not have the details of you order and your case and will need to reach out to you separately by email regarding this. 
  
  Thank you,
  Best Buy Customer Care

• Initial Complaint

  Date:21/11/2022

  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.

  Order Date November 15, 2022 at 22:26:14 PT
  Order Number **********
  Tracking Number
  **********************
  ON NOV 15 I BOUGHT ON THE BEST BUY.CA WEBSITE//Sold and shipped by All You Need
  
  ****** 4800 Watt Portable Mountable Garage Heater, Heats Up to 500 Square Feet - Open Box
  Web Code: ******** FOR $70.05./SEE PHOTO
  I RECEIVED THE PACKAGE A FEW DAYS LATER VIA CANPAR FROM ******* *** * ***** ***.
  AFTER A CLOSER LOOK AT THE HEATER I RECEIVED IT TURNED OUT THAT THIS HEATER WAS A FAKE/REPLICA OF THE COMPANY ******. PRODUCT HEATER/ , THE PHOTO OF THE HEATER ON THE BEST BUY SITE IS THE TRUE AND ORIGINAL HEATER 4800 WATTS FROM COMPANY ****** OUT OF THE US. THE HEATER I RECEIVED WAS MADE BY ****** ** *****, THE PHOTO SHOWS THE COMPANY ****** ON THE FRONT OF THE THE UNIT, THE PHOTO OF MINE ENCLOSED DOESNT HAVE A NAME. THE BEST BUY ADVERTISED UNIT SAYS IT IT A 4800 WATT HEATER THAT REQUIRES A 30 AMP BREAKER. THE UNIT I RECEIVED IS 3750 WATTS AND REQUIRES A 20AMP BREAKER. THE WIRE PLUG OUTLET IS ALSO DIFFERENT.
  THE SHIPPER ALL YOU NEED, USED A PHOT0 OF THE ****** PRODUCT ON THE BEST BUY.CA WEBSITE AND COMMITTED A ********** ACT BY SENDING A REPLICA OF THE ADVERTISED PRODUCT

  Business Response

  Date: 24/11/2022

  Hello,
  
  At Best Buy we do take these issues very seriously and this is being looked into. I am glad to see you were refunded by the seller for this Marketplace order. At present the issue is being further investigated by our team. 
  
  I will reach out to you directly by email to provide you a direct line of communication should you have further information or any further issues.
  
  Thank you,
  Best Buy Customer Care Team

  Customer Answer

  Date: 25/11/2022

  I WOULD LIKE TO BE REIMBURSED $54.71 FOR THE  RECEPTACLE  I BOUGHT THE RECEPTACLE  FOR THE 1   THAT SHOWS ON THE BEST BUY SITE, FROM ****** THE  1  I WAS SUPPOSED TO BE GET

  INSTEAD ALL YOU NEED AND TOYTEXX /ANSON MAO  SENT ME A REPLICA THAT LOOKS LIKE IT BUT REQUIRES A DIFFERENT  RECEPTACLE, I CANT RETURN THE FIRST 1 BECAUSE IT IS ELECTRICAL  SO I WASTED THAT MONEY AND NOW HAVE TO BUY THE RIGHT WHEN

  BEST BUY AND ALL YOU NEED AND ******* ***** *** CAN SPLIT IT TO PAY ME
  

  Business Response

  Date: 30/11/2022

  Hello,
  
  Purchase was fully refunded by the Marketplace seller on November 23rd. So far as any purchases you had made beyond this, you took on yourself without the involvement of Best Buy and we will not provide reimbursment for this.
  
  I am sorry, but it is unreasonable to expect us to accept liability for expenses customers chose on their own without discussing with us or informing us.
  
  Regards,
  Best Buy Customer Care

  Customer Answer

  Date: 05/12/2022

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

  still havent received my refund for $70.05 .here is a copy of the last transaction  from this company as of nov 16.i spoke with 2 depts within ****, nothing was deposited /or any pending transaction.

  **** thinks since i cancelled my card after not recognizing the nov 16/bby marketplace. , thats why its not coming up, have have anew card with a new number, they deposit it now, i can provide the new number,

  or etransfer to  *******************
  

  Business Response

  Date: 09/12/2022

  Hello,

  I have both checked with our records and with payment processing firm Global Payments and have confirmed that the refund was issued to you on November 23rd. The refund was issued in the amount of $70.05.

  Regards,

  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:18/11/2022

  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.

  This is regarding the ******** Air Fryer recall being handled by Best Buy as the ******** Air Fryer was purchased at Best Buy. Around June 2022 the air fryer and receipt was sent back to Best Buy and an electronic gift card of $75. I have contacted the customer service number 3 times (every month Aug, Sep and Oct) and ask them to please send the refund. I have been checking my email constantly throughout the day for the email and even checking my junk mail (something they recommended). I have asked for a time frame to be given for the email that contains the electronic gift card. They unfortunately cannot give that information out and I ask to either speak to the person who is sending out the emails or a manager and they say there is no one I can speak to. My last call was near the end of October.
  Please your assistance in pushing this matter through. I have read on the Best Buy forums that other customers were able to get their email/electronic gift cards with your help.
  
  Sincerely,
  *** ****

  Business Response

  Date: 21/11/2022

  Hi XXXXXXXX,

  
  First, I'd like to apologize for the very long delay in you receiving  the e-gift card of 75$, as well as having to reach out multiple times to try and resolve the matter. I can appreciate that takes time from your end, and could be discouraging with prolonged resolve. Sometimes these emails go to junk folders and can be missed. However, as you mentioned, you have been checking there (and thank you, by the way). Our Recall Team at Segwick were having some delays with sending out the cards but it should have been issued out on Nov. 18th.

  Thank you for bringing the matter to our attention. Again, our sincerest apologies that it required a lot of persistence from you. We are very hopeful the gift card has now been received, and of course, please let us know if you are still not receiving the card!
  

  Kind regards, 

  
  Hayley
  The Best Buy Team

  Customer Answer

  Date: 22/11/2022

  
  
  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:17/11/2022

  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.

  On April 26th, 2022 I received an email from Best Buy regarding the ******** air fryer recall. They provided me with the link to request a box to return the unit I had previously purchased from them in return for a $75 e-gift card for Best Buy. I received the box and shipping label in June 2022 and sent the unit back as instructed in July 2022. When I hadn't received my electronic gift card by the end of October 2022, I called the ******** Recall Customer Service line at 1-877-650-5411 on November 1, 2022. The customer service representative looked up my file and confirmed that the recalled unit had been received in July 2022 and that the electronic gift card had been sent via email. However, while confirming my information it was discovered that my email address was entered incorrectly in their system (missing characters). She corrected my information and advised that she would "escalate" my file so that it could be sent to the correct email address. To date I have not received the electronic gift card and when I called back today (November 16, 2022) the representative said all they could do was "escalate" it again and could not give me any kind of timeline for a resolution. I have done my part in returning the defective unit and Best Buy hasn't done theirs by providing me with the $75 electronic gift card.

  Business Response

  Date: 18/11/2022

  Hello,

  Unfortunately, it appears that the email address was entered incorrectly. We just have reissued the gift card to the following email address: *************************** 

  Please allow 2 business days to get it processed. Please also check in spam/junk folders just in case.

  Kind regards,

  The Best Buy team

  Customer Answer

  Date: 02/12/2022

  Hi,
  
  Yes it has been resolved, they finally sent me the electronic gift card. Do I have to do anything to close the complaint?
  
  Thank you,
  
  ***** ********

• Initial Complaint

  Date:15/11/2022

  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.

  I sent back an item for a refund. It was received in the mail room on Oct 25, 2022 according to the tracking number (****** ****). It's been 3 weeks now and I still haven't received my refund. I've spoken with numerous agents who all just keep giving me the runaround saying it'll be 2-3 day, 5 days, week, etc. No one can give me a straight answer why it's taking this long or when I will actually get my refund. I have received no emails confirming my return or the status of my refund. The last person I spoke with on the phone told me it hadn't even been "applied" yet and told me to go into a store for a gift card (?!). Unacceptable for a $1200 purchase. Order# **********

  Business Response

  Date: 22/11/2022

  Hello *******, 

  Thank
  you for your online purchase. We have found your order and we are very
  sorry to hear the delay on your refund. We have verified that our warehouse is experiencing great delay due to an increase with the unit being sent out and received through our warehouse which we are actively working on.

  
  We have verified the a refund have been processed on November 22, 2022. Please do allow 3-5 business days for the refund to reflect on your statement. 

  
  Thank
  you for bringing this to our attention and again we are very sorry for the delay.

  Thank
  you,
  Best
  Buy Customer Experience Team

   

  Customer Answer

  Date: 24/11/2022

  
  
  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:15/11/2022

  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 placed an order online with Bestbuy on Sept 26, 2022 for ******** 2.7 Cu. Ft. High Efficiency Compact Front Load Washer (**********) - White and ******** 4.4 Cu. Ft. Electric Dryer (*************) - White - Open Box - Perfect
  Condition and the service of Stack & Install Washer or Dryer. The total amount is $1926.61. the order number is **********.
  
  The washer and dryer were delivered on Sept 30 without installation because the rough in was not ready.
  
  Two installation worker came to install and stack them on November 4. However, the workers could not stack the dryer because they thought the stacking kit was not the right one. I called Bestbuy Canada on Nov 4 immediately and was asked to contact ******** because this should be handled by the manufacturer when it's over a month after delivery. I contacted ******** at 1877-467-4289 and was transferred to Bestbuy Canada because ******** is in US and does not handle Canada business. Bestbuy Canada asked me to contact delivery team because they did not have the stacking kit. I call the 1-866-237-8289 many times and was told they did not have the right parts and manufacturer should provide the right stacking kit and asked me to call 1800-433-5778 for warranty and 1800-941-9217 for parts. Why should I buy the stacking kit which has been included in the machine price.
  When I requested the return, I was told that the machines have been delivered over 30 days and could not return and can only be exchanged. Many cases have been filed to Bestbuy's headquarter and have not heard anything.
  In summary, I have made over 15 calls among these four numbers and been kicked from one to another like a circle. Until now, Bestbuy has not provided any firmed solution to stack and install my dryer.
  I need Bestbuy to accept the return of both washer and dryer with 100% refund plus compensation on my valuable time and my discomfort raised from the frustration/angry the last two weeks.

  Business Response

  Date: 15/11/2022

  Hi *********,

  
  
  Thank you for your response!
  
  Please allow me to apologize for all the inconveniences you have experienced. I do understand that this has been a very frustrating experience and I want to give you my sincerest apologies.
  
  We can definitely have your units returned if you no longer wish to keep them. I just want to confirm with you whether or not both the washer and dryer needs to be returned, or just the dryer itself?
  
  As a gesture of good will, I am offering you a $75 gift card for all the troubles and unnecessary delay and back and forth with your case. If you are interested in accepting this gift card offer, please let me know which email address you would prefer it be sent to.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.

  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:15/11/2022

  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 wireless Bluetooth speaker October 21st during an early Black Friday sale. I received notification the same day that the speaker had shipped. I then got an email Oct 24th saying Best Buy was experiencing shipping delays. When I hadn’t received it by Oct 31st, and ***** tracking info hadn’t been updated at all, I contacted customer service via online chat and received an email from a rep Nov 1st to say they were looking into it. There was no update till Nov 8th when the rep told me if they hadn’t heard anything by Nov 10th they would send a replacement. However, I didn’t hear any more from them afterwards and no replacement was sent. I sent multiple follow up emails but never heard back from the rep I had been communicating with. I contacted customer service chat again Nov 12th and was told that the lost shipment investigation results were out but I needed to call in to get them. I called on Nov 13th and the rep I spoke with said no lost shipment investigation had been opened. I explained that nothing has been delivered and tracking info hasn’t been updated since Oct 21st, when a shipping label was created by Best Buy. ***** never received my shipment from them. She then opened a new lost shipment investigation, which she said would be resolved by Tuesday and that I would hear from them by then. I still haven’t heard anything. I would like a replacement speaker to be sent, or a refund to be issued if that’s not possible.
  
  I’ve attached screenshots of the tracking info I have, both from my Best Buy account and *****’s website. It clearly hasn’t been updated since a shipping label was created on Oct 21st.

  Business Response

  Date: 23/11/2022

  Hi ******
  
  I apologize for the delay in my investigation. 
  
  It appears that your package was delivered to ***** and it appears to have been lost by the carrier. We have also opened a lost shipment claim with them. 
  
  A refund was processed on November 18 under invoice *******************
  
  If the item is delivered by *****, we asked that it be returned to us, please let me know so I can provide a prepaid return label or reverse the refund.
  
  I apologize for the inconvenience this has caused you and the amount of time it took. 

  Thanks,
  Michael

• Initial Complaint

  Date:09/11/2022

  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.

  •Date of the transaction: August/01/2021. • The amount of money you paid the business: initial payment - $1699.00 + tax (******* ***) $22.59/Month (protection plan). • What the business committed to provide you:
  
  -Accidental Damage Benefit for Laptops: Where your Product is determined to be defective as a result of accidental damage(s) caused by an unexpected and unintentional external event, such as drops, cracks and spills, occurring during normal daily usage of the Product as the manufacturer intended (“Accidental Damage”), ******** ******* will cover the cost of Product repair services provided through ********’s Certified Service Network. If we determine that the Accidental Damage to your Product cannot be repaired, ******** ******* will cover the cost of funding a Replacement Product which shall be provided to you by ******** under the Plan. Technological advances may result in a Replacement Product with a lower selling price than the original Product.
  
  -Repair Benefit & Power Surge Benefit: Where your Product is determined to be defective as a result of manufacturer’s defects in materials and workmanship that reveal themselves in normal usage and/or as a result of damage from a power surge occurring during the Term of the Plan, ******** ******* will cover the cost of Product repair services provided through ********’s Certified Service Network. Specifically, this benefit will cover technician and repair service centre labour costs, as well as the cost of replacement parts necessary to restore your Product to normal operating condition. Replacement parts covered may be restricted to refurbished or non-original manufacturer’s parts and that perform to the manufacturer’s specifications for the covered Product. This Plan provides power surge protection from the date of purchase of the Product (hardware only). • Whether or not the
  business has tried to resolve the problem: Business has been stalling by providing me different information every call/ visit.

  Business Response

  Date: 15/11/2022

  Hello,
  
  We are comminted at providing the Best Customer service we can and to appreciate feedback from our customers.
  
  I am looking over the informaiton on your case. I have been able to find the transaction and the associated plans involved. These are 5 year plans purchased in 2020 and would therefor still be active.
  
  However, you complaint here does not provide any informaiton regarding what has happened. I would need more information regarding the damage and what caused it to determine the course of action. 
  
  I will reach out to you through email to inquire regarding this so that you may send me any required information including that which would not be permitted her.
  
  Hopefully we can reach pleasant resolution to this issue.
  
  Wilfred
  Best Buy Customer Care Team

  Customer Answer

  Date: 18/11/2022

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

  I would like to provide you with further information.
  
  
  
  Sincerely,
  
  
  
  ***** ****** ******

   

  
  
  
  Hello ********
  
  
  I have been a loyal customer of yours for the past 10 years, and have always purchased the protection plan offered previously by Geek Squad which is now “The Best Buy Protection Plan”. Nonetheless, I purchased a ******* *** for one of my children on the 1st of August, 2021 and purchased the protection plan for my peace of mind and I was glad I did so until all the headaches that followed by extremely poor customer service and nonchalant employees.
  
  
  In January, 2022- the screen on the newly purchased ******* started flashing then turned white while my son was working on one of his school projects. We (my son and I) took the laptop to Best Buy/ Geek squad to see what can be done about it, we were told that this must be a manufacturing defect after explaining what had happened to the employee at Geek Squad for over an hour. The employee said that nothing can be done and the unit has to be shipped for repair, and approximately 16 days later, the repaired unit was ready for pick up.
  
  
  In August, 2022- the screen starts flashing out of the sudden with rainbow-like lines, my son was able to see the screen but it was glitching. ** *** *** ******** *** ******** ****** **** ** * *******, we took the unit back to Best Buy/ Geek Squad where we were told that the unit has to be shipped for another repair and that this is a defect since it was not the first time this happened. We reach out to Geek Squad (in person, and over the phone) where we were informed that this is a manufacturing defect and if this ever happens again an exchange will be made since this is a recurring issue. We also spoke to Best Buy (in person, and over the phone) more than 8 times in a month to get an estimate on when the unit will be shipped back/ repaired because university was right around the corner and the laptop is vital to the program my son is in (******* ******). 26 days later, the unit was shipped back.
  
  
  On the 7th of October, 2022- the glitching started again so we decided to take it to Geek Squad where we were told that the unit will be ready within 3 weeks if shipped on the day it was brought in, but that was not possible due to midterms and projects, so we decided to hold back since the glitching was minor and the screen can be seen somewhat clearly. Fast forward to the 1st of November, 2022- my son was doing his midterm in class (which he failed) when the screen completely turned black… He shuts the laptop and plugs it in to charge the laptop but it was not charging and the screen was still black. We take it to Geek Squad once again and have it sent for repair, shortly after we receive a quote of ~$591 which had me confused because this is a persistent issue and we were promised to get an exchange the next time the same issue occurs.
  
  
  I have spoken to Geek Squad and Best Buy over 20 times and each one was giving me different information, some were saying that you are eligible for an exchange, some said if this happens again, you will be getting an exchange and some said nothing can be done and the repair fee must be paid, the manager at the Barrhaven Location said nothing can be done on his end and that it is totally up to Geek Squad customer service, and Geek Squad customer service was saying that the only person capable of issuing an exchange is the manager at Geek Squad (Barrhaven). 20 calls and 4 visits later, I was told that the unit was ready for pick up (November/14/2022), I go to the Geek Squad counter and give them the loaner and ask for the laptop, 1 hour and many questions and interrogations later, I ask to speak to a manager and Jamieson (Team Lead) asks me the same questions Sushmita asked. Jamieson was the rudest, most inconsiderate service provider, he was on the phone talking to someone as I was asking him questions and he would totally ignore anything I said. I ask him who he’s speaking to and he refuses to provide me with a name, I told him that he has to give me the name of the person he’s speaking to or I’m just going to assume he’s speaking to a friend or buddy, he tells me he’s speaking to someone named Ralph, I ask him if he is an employee at Best Buy and he says no he is not.
  
  
  I apologize for the lengthy email but I spent over 17 hours in total from the 1st of November until the 14th just trying to understand what is going on.

  Business Response

  Date: 27/11/2022

  Hi ******

  
  I have heard back from Geek Squad and unfortunately their response is not hopeful. They have sent the repair history and have also stated the the terms and conditions of the protection you purchased to not qualify for a No Lemon replacement as it was damaged twice. 
  
  At this point it does not look like they will be willing to facilitate an exchange on this due to the previous damage as replacement does not include for damage caused by use.
   
  Thanks,

  
  Wilfred
  The Best Buy Team

  Customer Answer

  Date: 30/11/2022

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

   

  Hello

   

  I was told that the damage done was not physical damage, and I asked them to see the history and refused to do so and I asked them to send me pictures of the screen the first two times the unit was sent to them and they told me that they have no pictures on file which is odd to me since they are saying it is physical damage. They took a picture of the unit the last time it was sent over and told me that if i have an issue again they will be exchanging the unit for me and the second time the unit was with geek squad for repair they told me that they will be exchanging my unit if it happens a third time.

  Why would they tell me the unit will be exchanged if this happens again previously and again when the unit stopped working? Now they are saying that the unit will not be exchanged under any circumstances? Everyone is giving me different information and this is extremely unprofessional and unethical. I have paid for a laptop that clearly does not function properly due to a fault that is not mine. 

  Business Response

  Date: 09/12/2022

  Hello,

  I am sorry that you do not accept the findings, but this is the final resolution from Geek Squad. The information provided to me included information of a cracked screen on the most recent of three repairs, a cracked screen is physical damage, especially given it was on the last of three repairs and was not cracked on the first two repairs.

  While I wish that I could do more to help you, I cannot, and recommend that you work with Geek Squad as best as possible on this.

  Regards,

  Best Buy Customer Care