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:09/11/2022
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 purchased a computer a year ago and I got a subscription from the GEEK SQUAD CARE,
However, I have tried to cancel this subscription and they gave a phone number to do so but the answer when calling is always the phone is not in service or the person is not taking calls at the moment, so I haven't been able to contact them and they charged me for another year subscription.
I want to cancel the subscription and get a refund.
Business Response
Date: 14/11/2022
Hello *** ****** ****** ******,

My name is Sam, I'm writing to you from the Executive Resolution Team situated at the Best Buy Canadian Head office. I have reviewed your case thoroughly and taken into consideration all the information provided.

Thank you for providing an image of the email you received. I recommend that you do not respond to it and do not call on the phone or provide your personal information. This email seems to be a phishing attempt or a scam.

If you have provided the ******** any personal information, I would recommend you file a police report, contact your financial institution and credit bureau, and report the incident to the ******** *********** ******.

The official Geek Squad phone number is 1-800-433-5778 if you have any inquiries about your monthly plan.

Regarding your ** *********** ***************** Laptop Protection Plan, you should contact Geek Squad because it seems your account payment details needs to be confirmed. You have subscribed for a 5-years protection plan last February. Unfortunately, I don't have any further detail. Please contact our Geek Squad agent to the phone number I have provided to you.

You can also visit our official www.bestbuy.ca website, please click on Services, then Geek Squad Services. You will have the opportunity to make a call or chat with an Agent.

Kind regards,

Sam

Customer Care Associate
Initial Complaint
Date:08/11/2022
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.
Nov 4 2022 my Appliance package (Fridge,Stove,Dishwasher) was delivered to my residence. When hooking up new dishwasher, we discovered it was badly damaged under the kick plate where the water hooks up. We are phoning nonstop for the last few days. First we are told that my email and phone number is not on file (I ordered online from here for a few years) Now I'm being told that I can't replace it because I ordered through pay pal. I was just told that I would have to re purchase the dishwasher, pay $79 AGAIN for delivery and they would pick the damaged one up. If this is the way they treat their customers, they can take their whole set back and refund me my money. I am so disappointed in Best Buy that I will NEVER buy from them again! I purchased a lot from them in the last few years, but never again! come take your appliance package and refund me my money !!!!!!!!!
Business Response
Date: 08/11/2022
Hello *******,

This is to notify you that an exchange for your dishwasher is scheduled on Nov 12th, 2022. Our carrier will be calling you one day prior to that date to give you a 3-hour time window.

Please have your unit unplugged and/or all plumbing disconnected at the time of delivery to avoid any delays.

Thank you,

Arjun
Home Delivery Customer Experience
Best Buy Canada Ltd. BestBuy.ca
[email protected]
Customer Answer
Date: 08/11/2022

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:08/11/2022
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.
Order Date November 3, 2022 at 09:02
Order Number **********
Pickup Store Chilliwack

I purchased a *** digital edition online, with the option to pickup in store at Chilliwack.

I have received no response regarding my "pickup email" which would tell me to head to the store and pickup what I purchased. Any attempts at contacting best buy will only receive copy paste ***s

I have been told that my order has been cancelled, even though I never received an email stating as such.

If they had not taken my order, I would have gone into store and purchased the IN STOCK *** myself in person, but since I had this pending order on my debit, I was unable to go in store and purchase.

My brother went in store and purchased one himself, so I know for a fact they were in stock.

This proves with absolute certainty that they had the ***'s in stock, but still cancelled my order.

This is a ***, and they can not *** to their customers within Canada.

It is possible they have some bad actor employees who will cancel orders, then allow themselves or their friends to purchase the *** instead, which they then resell on facebook for profit. I am greatly concerned about this as it would be a serious crime.

This has happened to me many times with best buy while trying to buy a ***, an xbox, or a computer graphics card.

I have literally lost years of my life and been sick, anxious, and extremely furious all because of best buy and their terrible treatment.

The mental and physical toll this has taken on my can never be measured, but I assure you it is great.

They have **** to me multiple times claiming the *** is not in stock, then my brother or a friend goes in and purchases one off the shelves that very minute, proving they ****.

This needs to stop.

Despite this I really just want the *** I ordered to be delivered or reserved for pickup as they promised.

When a business makes a promise, they must hold true to their word, this is what it means to do business in Canada.

Thank you.
Business Response
Date: 09/11/2022
Hello ** ******,
My name is Sam, I'm writing to you from the Executive Resolution Team situated at the Best Buy Canadian Head office. I have reviewed your case thoroughly and taken into consideration all the information provided. I know this has been a very frustrating and trying time for you as a Best Buy valuable customer, and for that I apologize. It appears that your prepaid pickup order ********** has been cancelled by our verification system. This can occur when the name on the order is incomplete, for example you used Pat instead of Patrick. It seems you have already ordered a *** on May 26th,2022 with order number **********. Please note that we have a limit of 1 per household on this item.
You can also review our terms and conditions you have agreed by placing an order on our website: https://www.bestbuy.ca/en-ca/help/policies-and-terms-and-conditions/terms-and-conditions
As mentioned, we reserve the right to limit quantities available for sale or sold. To the extent permitted by law, we reserve the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever.
Again, I apologize for the experience you might have experienced recently. If you have any further concerns, please contact us by following this link: https://www.bestbuy.ca/en-ca/help/your-order/contact-us
Kind regards,
Sam
Executive Resolution team

Customer Answer
Date: 09/11/2022

Complaint: ********

I am rejecting this response because:
I have never ordered this item before. I had ordered a *** horizon forbidden west bundle in may.
This item I am trying to order is a *** digital, its a totally different item.
I did not enter my name incorrectly as falsely stated; I entered *** ****** as the pickup person, which Canada, and best buy both give me every right to do so, it says I may choose any pickup person I want, so what is the issue here?
It is well within my rights and best buys rules to choose whoever I want as the pickup person, so I am extremely aggravated that best buy is saying I put an incomplete name and this is why it was cancelled?
I was told the item is out of stock, which was a ***. These were still in stock at the time of my order, and after that. I reserved the *** in Chilliwack, and that store had them in stock, so saying its out of stock was a ***.
I have proof the *** digital was in stock, I have a receipt from someone who ordered one after I made my reservation, proving I was **** to.
Furthermore, I have never received an email stating that this order was cancelled, which is very bad business practice.
Best buy has claimed several different reasons as to why my order was cancelled now including: "incomplete name" (this is false), item out of stock (false), Ive ordered one before (false).
3 false reasons to keep me from giving best buy $589...
If I was told the truth from the beginning I could have gone and spent my money elsewhere and bought a *** somewhere else.
I had to go in store to talk to staff to finally be told my order was cancelled, at this point there were none left in stock!
The Chilliwack best buy staff never mentioned an incomplete name, they never mentioned that I had ordered a *** previously, they just said it was cancelled and the cancelation email was never sent (no reason given!)
I now have missed out on all of the ***'s that came in stock that weekend at all stores because best buy couldn't tell me the truth and actually just cancel the order.
The order is still not cancelled yet...
Best buy will cancel peoples orders even if they have never ordered the item before, it happened to my family last year and they did nothing to help.
Now its happening to me as well.

Sincerely,

******* ******
Business Response
Date: 09/11/2022
Hello *** ****** ****** ******,
My name is Sam, I'm writing to you from the Executive Resolution Team situated at the Best Buy Canadian Head office. I have reviewed your case thoroughly and taken into consideration all the information provided.
Thank you for providing an image of the email you received. I recommend that you do not respond to it and do not call on the phone or provide your personal information. This email seems to be a phishing attempt or a scam.
If you have provided the scammers any personal information, I would recommend you file a police report, contact your financial institution and credit bureau, and report the incident to the Canadian Anti-Fraude Centre.
The official Geek Squad phone number is 1-800-433-5778 if you have any inquiries about your monthly plan.
Regarding your ** *********** ***************** Laptop Protection Plan, you should contact Geek Squad because it seems your account payment details needs to be confirmed. You have subscribed for a 5-years protection plan last February. Unfortunately, I don't have any further detail. Please contact our Geek Squad agent to the phone number I have provided to you.
You can also visit our official www.bestbuy.ca website, please click on Services, then Geek Squad Services. You will have the opportunity to make a call or chat with an Agent.
Kind regards,
Sam
Customer Care Associate

Customer Answer
Date: 11/11/2022

Complaint: ********

I am rejecting this response because:
This response was sent to the wrong person.
I have not received a response that was intended for me yet, only one intended for a completely different person.

Sincerely,

******* ******
Business Response
Date: 16/11/2022
As previously stated, the customer's order was cancelled by our verification system, and the customer did not receive a confirmation email indicating that their order was ready for pickup. This means that on that day, no *** console could be reserved for him, the amount of the order was not charged to the customer's credit card.

There are many reasons why our verification system would not accept a reservation and we do not have access to this information. The Chilliwack store staff does not have access to this information either.

By ordering from our website, the customer agrees with our terms and conditions as stated in our previous communication, that is, Best Buy reserves the right at any time to reject, correct, cancel or terminate any order for any reason whatsoever.
I would invite the customer to look from time to time if other *** come to be available on our website and try to order it again.
Initial Complaint
Date:04/11/2022
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 purchased a 86 inch Tv 2020. I was encouraged to pay $549 more for extended protection since the tv cost over $2500. My warranty covers up to 2024. The tv is not working and getting every excuse why they won’t fix it. I’ve recently bought a fridge and stove plus a surround system and another tv from Best Buy. I a great customer to them yet they don’t want to honour my warranty. Very frustrating to be led down this road. I hope you can help please and thanks. I have all my receipts with me.
Business Response
Date: 09/11/2022
Hello Mr **********
My name is Sam. I'm writing to you from the Executive Resolution Team situated at the Best Buy Canadian Head office. I have reviewed your case thoroughly and taken into consideration all the information provided.
Regarding this matter, I have collector information from our different partners, and it seems that you have not allowed the repair centre to come to your home. It appears you told only told that the panel is broken, and this would be considered physical damage which is not covered by the warranty plan.
I would recommend you to call back the repair centre or Geek Squad in order to schedule an appointment. Your claim number is ********. Once the evaluation is completed, Geek Squad will inform you of the decision.
Kind regards,
Sam
Customer Care Associate
Initial Complaint
Date:04/11/2022
Type:Sales and Advertising 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.
Website purchase offered a $50 credit for coffee from *********. Found out from Nepsresso there is no credit for this model, even tough on their website it claimed this model number included the promotion. False advertising.
Business Response
Date: 04/11/2022
Hi *****,

I am Christophe a Customer Care Associate and I am contacting you regarding your BBB claim about the $50.00 offer from *********. We are reviewing your claim and we will get back to you as soon as we have the results.

Thank you for your patience,

Christophe

The Best Buy Team
Customer Answer
Date: 09/11/2022

Complaint: ********

I am rejecting this response because: I have not heard back from anyone at Best Buy. Over the past two months I have had to spen hours of time wasted druing work to be **** to by Best Buy staff. Where is my credit?

Sincerely,

***** *******
Business Response
Date: 10/11/2022
Hi *****,
********* already contacted you and they app**** $50 credit to your ********* account to order the free
coffee you should have gotten with their purchase.
Thank you,
Christophe P.
Customer Care Associate,
Best Buy Canada Ltd.
425 West 6th Avenue, Vancouver, BC, V5Y 1L3| www.BestBuy.ca
Initial Complaint
Date:02/11/2022
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.
I made a purchase from this merchant and did not receive the item. Spoke with ***** shipping company and they’ve also informed me that I did not receive the item and at this time Best Buy is ignoring all signs of that and phone calls in the emails so at this point I have a voicemail from ***** release date. Best Buy should reimburse me or replace it, and that the parcel was not delivered to me
Business Response
Date: 02/11/2022
Hi *********

Hope you are well.

Thank you for all your help yesterday in investigating this incident.

As promised, we have been in communication with ***** regarding your claim.
They have reported that your claim was denied by them as their investigation concluded:

"The package was indeed delivered to the correct address"

To reiterate, we shipped the correct item, to the correct person, at the correct place, and it was delivered there.

Given these facts there is nothing more that our department can do regarding this case.

That said we would like to point out a couple of options available to you to further pursue the case:

The first of which would be to reach out to your local law enforcement to investigate deeper into the matter, and
second is that you contact or have your own representation contact our Legal team in writing at the address below:

Legal Team | Best Buy Canada Headquarters
Suite 102 – 425 West 6th Avenue, Vancouver, BC, V5Y 1L3

Regrettably, I have also been instructed to advise you that since we consider this matter closed (due to the reasons above), and given the history of your interactions with this department we do not believe that further communication will be productive for either party, and further direct communication from yourself will not be responded to.

I wish you all the best.
Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

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

Because the information that the shipping company has provided is in accurate and ally I one on the shipping companies website, track the package, and as they stated the shipping company told them the signature was not required where it actually says signature required before releasing parcel And I will provide a picture of that and I give my content for this to be shared with the merchant as well as added to the file
Business Response
Date: 03/11/2022
Hi *******

Please find attached a copy of the proof of delivery that was collected by ***** for this shipment.

Thank you!
Customer Answer
Date: 04/11/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

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

Hi, I am sending the proof o of delivery that I got from Best Buy‘s website using the link on Best Buy’s website to the ***** that shows the proof of delivery that the delivery address is blank and the delivery person is blank which on the proof of delivery which to me means that was never delivered to an address, and it was never delivered to a person, because you guys have no name of that person that is delivered to a no address of where it was delivered to, according to the proof of delivery that I am providing you that I got from your website because the proof of delivery on your website shows a different statement which I provided up top and at the same time I’m requesting Best Buy give me permission to speak to ***** in regards to the claim that was filed with ***** so again, I’m asking Best Buy to provide me permission documentation to speak to ***** in regards to this open claim for this tracking number. That is on Best Buy‘s website and in the proof of delivery that I am sending and I would like to know why the proof of delivery you guys have provided shows different information in the proof of delivery is public on Best Buy Avenue Best Buy‘s app link to ***** website is different from the one that you guys have provided because I have to believe what is on their website has to be accurate else it would not be there and again I am requesting that Best Buy give me permission to speak with ***** in regards to this claim that was opened by Best Buy with ****** I am asking for a written documentation so that that gives me permission to deal directly with ***** he will go to this claim that was opened
Business Response
Date: 04/11/2022
Following further review of the customer's claim, a refund has been approved and processed accordingly.

The customer can expect to see the credit in the amount of $2,033.99 appear on their account statement in 3-5 business days.

Thank you.
Customer Answer
Date: 07/11/2022
I am reaching out to Best Buy Canada headquarters I received the refund for item, not received? And I would like Best Buy headquarters
to contact me at my phone number ************ and my name is ********
Initial Complaint
Date:02/11/2022
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.
I purchased an item from best buy on Oct 11th 2022. When the item was delivered it was damaged. I was told to return the item to receive a refund and then reorder it online once again. I purchased the item on sale and was told I will receive the same sale price when I reorder it. The item was returned through ****** **** via and return label I was provided from best buy. Per the tracking information the item was returned on Oct 18th 2022 and signature was obtained.
I was told 5 to 7 business days for a refund and still to this date have not received anything. I spoke to best buy several times on the phone and recently through email. I was told on Oct 28th 2022 that I would receive a call back from a manager within 24 hours, a call I never did receive. I did however receive an email stating that my case was being reviewed and that I would hear back in 3 to 5 business days. On Oct 31st 2022 I received another email stating that best buy was unable to find the return label that they sent me in their notes and wanted me to send them the tracking number which I did today. I also informed that I would be contacting the BBB to file a complaint. Also that I will contact my banking institution to initiate and investigation into this fraud taking place.
The item I ordered was a steering wheel for my sons PS5 a gift that nearly three weeks later he still asks about everyday, wondering when it will come.
All I want is my money refunded so I can reorder this item for my son.
To wait nearly three weeks and counting for a refund for something that was returned on Oct 18th 2022 is completely unacceptable.
Here are all the order numbers, tracking number and case number I was given from best buy.
Order Date October 12, 2022 at 07:44:26
Order Number **********
Tracking number for return through ****** ****. ****************
Case number I was given on Oct 28th ********
Please let me know if there is any other info you require.
Business Response
Date: 02/11/2022
Hi ******,

I am following up on your BBB complaint number ********.

I apologize for the delays in resolving this issue. I received the escalation on October 28 and asked for the tracking on October 31 as I could not find it in my notes. When you provided the tracking, I was able to get the information I needed to reach out to my warehouse so they could locate your item that was reportedly received by our warehouse on October 18.

My warehouse is currently looking for your return so they can process the refund and I will continue to keep you up to date as to the progress.

If you can provide me the replacement order number, I will gladly match the sale price.

I promise to keep you updated as to the progress and ensure that the return process does not get stuck. I hope to have this resolved this week.

Please respond to this email that I send from our support system for the quickest reply.

Thanks,
Michael
Business Response
Date: 08/11/2022
Hi ******,

Thank you for taking my call today. As discussed, I have processed a replacement order, number **********. You should receive tracking once it ships.

It turns out that your return did not arrive at our warehouse, and that is why the refund was never processed. I'm sorry it took so long to complete the investigation.

Should you have any further questions or concerns, please feel free to contact me by replying to the email I sent through our support system.

Thanks,
Michael
Customer Answer
Date: 08/11/2022

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:02/11/2022
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 bought a **** ********* *** pc from best buy on may 9, 2022 - order # **********, it comes with a full 1 year warranty. As of oct 29 2022 the computer stopped working, i contacted best buy to get resolved but was told to contact ****, i contacted **** and was told i bought from best buy and need to deal with them, i then recontacted best buy and was bascially handed off to 5 different agents none of which was willing to help me. I decided to bring the computer back to the store with all paper work and spoke with dhara the geek squad manager she told me i had to pay and leave the computer for a month. This is not the warranty at all that was explained to me, i was told before purchase any issues i just need to bring back to store and in worse case scenario they would loan me a computer so im not without but apparently that was a lie. I spent $2240.00 on this computer and expect better service than that especially seeing its only 5mths old. Im spending my own money to get this fixed now and would like to be compensated on the repair parts and service. This situation has stressed me out extremely i felt ****** and taken advantage of and taken my frustration out on my family which is not fair. I then recontacted customer service spoke to Rafael who was very helpful and understanding, he said he contacted **** and was indeed told it was best buys problem and they had to deal with it. I was advised by him to go back to the store again and try again to get this resolved, they did not resolve my issue just made me wait and wait for really nothing.
Business Response
Date: 07/11/2022

Hello,
We are sorry to hear about the issues you have had with this **** PC. While we do like to support our customers, the warranty on your computer is a manufacturer's warranty. This would need to be supported and handled by ****, not Best Buy. While it is concerning that **** would tell you that you would need to deal with Best Buy when this is simply not true. Had issues been reported within 30 days of purchase, we would have gladly exchanged the item for you. As the issue was reported after 30 days, we would require authorization from the manufacturer to service, return or exchange the item.
The most we could do is provide you with the manufacturer's contact information, which it does appear you already have as you have been in contact with them. I suggest you continue to work with the manufacturer on this issue, and if they authorize an exchange, we will be happy to provide one.
Regards,
Best Buy Customer Care Team

Customer Answer
Date: 08/11/2022

Complaint: ********

I am rejecting this response because: i was told by the store that they would address any issues or defects, if they told me i would have to spend money out of my pocket and be without my computer for a month i would have never purchased the computer from them. They made me believe i was in good hands with there nerd squad but that was not the case i was lied too and im not satisfied. I am currently out of pocket 60 dollars for the power supply repair.

Sincerely,

****** *****
Business Response
Date: 09/11/2022
Hello,
I am sorry you rejected the offer, however, your system is under a manufacturer's warranty, and you have no warranty provided by Best Buy. Best Buy will support products purchased from us for 30 days from the date of purchase/delivery. Beyond this, it is in the manufacturer's hands. We have offered you a $100 gift card for the fact that you had to change the power supply. I am sorry that you insist on a full return, but this is not possible after 30 days (the limit of our return policy) without a return authorization from the manufacturer.
So far as the claim you make of the sales people telling you to bring the item to Best Buy if you have issues with the item, this applies to the first 30 days during which our return and exchange policy is in effect. Months after the sale we cannot be responsible for issues that arise. Again, this falls on the manufacturer.
Please work with the manufacturer on this issue.
Regards,
Best Buy Customer Care Team
Customer Answer
Date: 10/11/2022

Complaint: ********

I am rejecting this response because: I understand the actual rules now however the staff misleads customers. They DID not indicate 30days to me but that is fine lesson learned. I simply will no longer do buisness with best buy again and i hope others will see this and purchase with more scrutiny.

Sincerely,

****** *****
Business Response
Date: 15/11/2022
Hello,

Yes, if the store is misleading customers, then I agree this is an issue and they do need to be coached on that. Our policies are clearly outlined on our website, however.

The offer of the $100 gift card still stands, if at any point you decide you would like this card, please feel free to respond to the email from me which contains the offer.

Wilfred,
Best Buy Customer Care Team
Customer Answer
Date: 22/12/2022
Sorry for the late reply, yes the matter has been resolved. Tyvm in this matter.

Sent from my ******
Initial Complaint
Date:31/10/2022
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 purchased a ******* 65 in frame TV November from Best Buy in West Vancouver with the 4-year extended warranty. Due to house renovations going on, the TV was not used or hung on the wall until the end of March. The TV lower right-hand corner started to turn green in August, I called Best Buy and was told to call ******* directly. ******* said they would call a repair shop, AUDIO VIDEO ELECTRICONICS, who later called in September they were waiting on Parts. In October they called and would be over to replace the screen.
They attended and replaced the screen took 2 photos showing it was working. The technician then put the back of the TV on but never checked to see it the TV was still working. While putting the back on he had trouble getting the back to snap into place and was pushing very hard on the back and the back still seemed loose. He tried again and pushed harder and got the back on. No photos were taken to prove the screen was working. 2 days later the TV was mounted on the wall. The TV would come on and stay on for about 5 second it would turn off and on continually, there was a large crack at the bottom of the screen. Repair shop was called, said there is nothing they could do as I broke the screen. I called 3 time asking for the manger, I never received a call back and send an e-mail which was never answered. My wife called and after a few minutes the lady hung up on her. Her e-mail to the repair shop was also ignored. I was hoping for a solution, never received a call to discuss the resolution to my problem. I am frustrated and would not recommend this repair shop to anyone. I am also filing a complaint against BEST BUY and ******* for the terrible choice of repair shop and Best Buy for not honoring the extended warranty. The original issue was done with the ******* 1 yr manufacture warranty, ******* in now looking into the problem and will get back on November 1st.
Business Response
Date: 08/11/2022
Hello,

We are sorry to hear about the issues you have had with your ******* television purchased from Best Buy. Unfortunately, when purchasing these items and leaving them for so long there are always risks, just as there are always terms with the protection plans purchased. Our Customer Care team, however, tries to do it's best for our customers in any event.

Towards that end, I have reviewed the details I could find on your case, including what you posted to this case on the Better Business Bureau. It does seem as though your major complaint is with the repair company sent to fix the television. This company was contracted by *******, and Best Buy had no part in this as we would have sent Geek Squad for in-home service. Unfortunately, while the television is under manufacturer warranty, your protection plan only provides coverage beyond the manufacturer's responsibilities. I am glad that they have tried to support you further, however, and I will be reaching out to you directly by email to inquire how this went.

If ******* cannot fully rectify the issue, I will do my best to do so, especially given that you do have a 4 year protection plan associated with this item.

I am sorry for the issue you have had with the repair service, and with the television in general, and I do promise that Best Buy will do the best it can on this issue.

Thanks,
Best Buy Customer Care Team
Customer Answer
Date: 09/11/2022

Complaint: ********

I am rejecting this response because: They should have sent a Greek Squad member out to fix the TV orr offered me a new TV .

Sincerely,

***** *******
Business Response
Date: 15/11/2022
Hello,

Best Buy's responsibility, as I have previous stated, in the first year covers only issues beyond the manufacturer's warranty. After the manufacturer's warranty expires we continue to cover the product for the term of the plan purchased.

Also, as ******* was already sending someone to look into your issue, why would a second person be sent by a different company? This actually makes no sense.

I have asked how the progress with ******* went as you had indicated they would be getting back to you on November 1st, and you have not responded. You have not yet stated whether or not the television has been fixed. Until I know this, there is no way in which I can proceed.

Please respond to the email I have sent you to let me know if ******* has resolved the issue, as you had already been working with them and have not indicated the results of that. If they have not been able to resolve the issue, I can start looking into solutions.

Wilfred,
Best Buy Customer Care Team
Customer Answer
Date: 18/11/2022

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:27/10/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered 4 Monitors on September 22nd, 2022, 3 got delivered and its been 30 days and I am still waiting for my forth. I spoke with customer service more than 5 times and even though I have an escalated case, I am still without the monitor while they do an 'investigation'. Its been 30 days and no one seems to be able to send me a monitor that their delivery company did not collect. What sort of business practice is this?
Bestbuy seems to go above and beyond to obscure the information required to contact head office staff and the only point of contact is via customer service.

On 10/5 I spoke with Sandhya B and was assured the following:
** **** ***** ** ********** ** *** ***** **** **** **** ****** *** *** ****** **** **** *** **** ** *** ****** ** ***** *** **** **** ***** ******* **** ***** ** *** ******* *** *** **** ** ********* ** ***** * **** ************* ****** *** ** ******* ** ******** ** ***** * ***** **** ******** * **** *** ********* *********** ********* * ** ***** *** *** ****** *** **** *** **** ** ******* ** **** **** **** ******* *** **** ******* *** **** *** **** ***** ***** ********* * ** ***** ***** *** *** ************* ****** ** **** * ******* *** ** **** *** ***** **** * *************** ** **** **** **** **** *** *********** ****** **** ***** **** ** *** ******* ** **** **** ******* ** ***** **** *** ****** ** ******** *** ** *** **** ***** ** ********* *** ** ********** * ******* *** ** ****** **** *** **** *** **** **** ******* *** *** **** *** **** ***** * Again today 10/26
Spoke with Amar and she does not have a resolution and again promised to escalate. New case number 15276853 was create on Oct 26 9:53p and now I have to wait again.
The case is now more than 21 days old and no update from BestBuy customer service. If I need an update I have to take time out to contact bestbuy.
Ron and Polly, I do believe that Bestbuy can do better on the communication side of things when you loose a customer package.
Business Response
Date: 28/10/2022
Hello ********,

Thanks for your email and message on the Better Business Bureau regarding to the missing unit from order **********.

We have completed the investigation to approve an issue with the shipment. I understand that you have requested a replacement of a unit of the "**** ***** *** **** *** *** *** *** ******** Gaming Monitor (S2421NX) - Black." A replacement has been ordered for you under invoice number ******************. The estimated delivery date will be on November 1, 2022 via *** standard. The tracking number will be sent to your email when it ships. If you do not receive the tracking in your email by October 31, 2022, then do not hesitate to contact the call center at 1-866-237-8289 and reference the invoice number.

As a customer service gesture for the delay and inconveniences, I have applied a 15% off one of the units. The amount will be reflected on your bank statement in 3-5 business days from now.

If there is anything else that I may assist you with on this matter, then please do not hesitate to let me know by replying to this email.

Thank you,

Queenie
Associate, Executive Resolution
The Best Buy Team

Customer Answer
Date: 01/11/2022

Complaint: ********

I am rejecting this response because:

Called 1-866-237-8289 on Nov 1st 5p EST as there is no update on shipping and no tracking number, and wasted another 30 mins. The agent (Mandricor?) on phone is clueless as to current status and cannot provide any details but will contact 'back office'. Unbelievable!

I was under the impression that after filing complaint with BBB and received a response that they will fix the issue and I will have the monitor delivered by Nov 1st, I am still without a a tracking number! and it looks like a shipping label is yet to be created.
Can someone at Bestbuy explain why this is such a difficult process? Can someone call me and explain this to me?

Sincerely,

******** *******
Customer Answer
Date: 07/11/2022
Hello ****** *******,
I would like to inform you that the monitor got delivered yesterday.

Cheers

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