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.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

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:25/10/2022

  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.

  November 2020 I upgraded 6 phones and purchased the geek squad protection for $15/month. Apparently either the terms changed without notification or the associate **** to me when explaining the coverage ( I have been told each explanation by geek squad reps). We finally needed to use the coverage in August 2022. For 2 months now I have been chasing geek squad to have someone call me back so we can proceed with the claim and countless phone calls.

  Business Response

  Date: 28/10/2022

  Hello,

  We apologize for the issues you have had with the Geek Squad plans on your phones. We are currently looking into this issue from our Headquarters and may require more information as they only plans I can find under the information provided are three year plans from 2018 and 2019. To this end I will be reaching out to you separately by email. With better information I may be able to find more accurate details.

   

  Best Buy Customer Care

• Initial Complaint

  Date:25/10/2022

  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.

  I made a pre-order on bestbuy.ca on October 6, 2022. The pre-order was for a ****** ***** 7 (unlocked) phone. The pre-order bonus was a $100 dollar gift card delivered soon after the order was delivered. I contacted a rep (I believe it was Parveen) 4 days after the phone was delivered, he told me to wait a full 5 business days, and I will receive the gift-card. 5 business days later on October 18, 2022, I contacted another rep (I believe it was Naveen) as I did not receive the gift card yet, Naveen asked me where I saw the promo on the website. This was horrifying for me as the pre-order promotion was no longer available, so I could not actually show it to him/her. But I had told them about the promo, and found archive websites, showing that the promo was available. Naveen said don't worry, you will receive the gift card within 10 business days, I should receive it by Monday (5 more business days than the first rep told me). So I said okay.. Today I contacted the rep as I have yet again receive the gift card (I believe I spoke to another Naveen), and after checking, she/he said that I will receive the gift card within 15 business days (10 more than the original person told me about). The constant avoidance of responsibility of every single rep I spoke to is ridiculous. I am owed the gift card as it was a decision that influenced my purchase in the first place, yet I have not been given the gift card after my purchase was completed. The 3 reps I have spoken to refuse to help, and keep trying to avoid responsibility by hoping the next rep resolves it. I have purchased many things at bestbuy over the many years they have been in business. This is the most ridiculous customer service I have ever received.

  Business Response

  Date: 28/10/2022

  Hello,

  We are sorry for the issues you had with our agents regarding the promo gift card and with the delay. There were some technically issues with the system for issuing these gift cards last week, which was when they were supposed to be sent. Those issues were resolved and your card was issued on October 25. You should have already received an email from a company called ********, and if you haven't yet, you should soon. If you do see it, please check your junk spam folder.

  Not all of the issues with this system have yet been resolved, and at present we are unable to resend these emails. But once these problems are fixed, I can resend the gift card if necessary. Towards that end I will be sending you an email to the address we have on file (to which the gift card was sent) in order to verify it, you can respond to this email and let me know if you'd like me to resend it for you once I am able.

  Best Buy Customer Care

  Customer Answer

  Date: 28/10/2022

  
  
  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:25/10/2022

  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 2 ******** Air Fryers from Best Buy Canada online on Nov 26, 2020 and the second air fryer on July 6, 2021. Model # ************* was recalled for fire hazard safety reasons and both were registered for a refund/credit voucher on April 26, 2022. I returned both fryers to exact return specifications via *** back on June 23, I think, and was received in Toronto on June 28, 2022 at 14:00 hours. At the time of return, I wanted to return the air-fryers to the nearest Best Buy store but I was instructed not to but to return both air-fryers by courier. Since then I have contacted their ******** product hotline 1-800-566--7498 at least 5 times but they can't help as they cannot communicate with Best Buy other than a simple computerized message. I have all the info re purchase, receipts, credit registration, ***, etc. Best Buy is trying to say I didn't do the returns and also, they are saying that they sent an email voucher both of which are false. On Monday, Oct 3, 2022 I received an email from Best Buy saying that they didn't receive or process the recalled air fryer. I was told by a lady at the call center that Canadians received this email and were complaining that they weren't getting any refund. Please help me get my money back.
  Sincerely,
  ******** *******

  Business Response

  Date: 11/11/2022

  Hi ** *******,

  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 you have two registrations, and I can see that you have received the gift card for one back in July. For the second one, it seems it has not been processed. You will need to follow-up with our ******** Hotline at 1-877-650-5411. I don't have more visibility on it because the recall is a specific procedure which is only in the hands of our partners and unfortunately, we don't have the control over it.

  Kind regards,

  Sam

  The Best Buy team

   

  Customer Answer

  Date: 16/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received a gift card or any form of credit voucher in July either by direct mail or via email. If I had, I certainly would have used it toward a replacement air fryer. 

   

  This entire process is most unacceptable considering the length of time involved.
  
  
  
  Sincerely,

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

  Business Response

  Date: 18/11/2022

  Hello,

  We have the confirmation that the gift card for $92.56 has been sent in August 8,2022 to the email address of the customer : ******************************** .

  I have processed to a resend today. The customer should receive it shortly. Please check the junk and spam folder just in case. 

  For the second air fryer the customer should follow-up with our ******** Hotline at 1-877-650-5411, they will be able to advise them for the next steps.

  Kind regards.
  

   

   

  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.

  I received a Best Buy Canada eGift Card via email to day and for that I am thankful.  I checked and rechecked my email program for July and August of 2022 and no gift card was received in my email. I checked my inbox, junk as well as spam folder multiple times and no gift card.

  I look forward to receiving my second gift card soon as I want another air fryer. I will use this gift certificate to buy an air fryer for the nursing staff at our local hospital as a thank you gift for looking after my husband so well in the 2 months preceding his death on June 7, 2021. They really have missed their air fryer as it was used by  the medical staff  quite often. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:25/10/2022

  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.

  This dispute is about the Insignia Air Fryer recall.
  They have a recall of their product on April 2022.
  I've registered online and shipped back the product to them on June. I have a confirmation from them saying they've received the recall product on June 22nd 2022 and they will send me a refund by electronic gift card by email. I've checked my email and junk mail from June until now and I've still didn't receive the refund or gift card that they've mentioned. I've called their support line 1-877-650-5411 on Aug 01 2022 to verify and escalate because I didn't receive my refund or gift card, they just ask me to wait and keep checking my email. Called again on Aug 29 2022 and Sept 23 2022, just saying the same thing over and over. They will check and escalate but they cannot provide the gift card info. Rather they've send out the gift card or when did they send out the card or the card information. They've got their recall product back and they are keeping my money.

  Business Response

  Date: 28/10/2022

  Hello

  We apologize for the issue you have had with the air fryer recall. I have looked up the information on your eGift Card, however, and it does appear it was issued on July 7th. The email could have come from a company called ********. Unfortunately, at present, we are unable to resend these emails for technical reasons, though this issue is being worked on. I can however see the batch of cards in which yours was submitted. As soon as I can get access to resend the email, I shall do so.

  I will also email you directly to verify the email address for sending this, just in case it was sent to the wrong email address. If the email I send fails I will try to reach you by phone to check on the email address for resending this card.

  Best Buy Customer Care

• Initial Complaint

  Date:25/10/2022

  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.

  To whom it may concern,
  
  On Monday October 10th I ordered and arranged for delivery of a washing machine scheduled for Friday, October 14th. Due to an accident happening, we had to reschedule our delivery for Wednesday, October 19th.
  
  The delivery people arrived, on Wednesday and told us that we needed to move a piece of trim to fit the washing machine down the stairs. They refused to wait and told us to call the service line and that they would come back right away. We removed the trim in minutes, called the number and were told that the earliest time they could come back was Friday. We needed it done before the weekend as we would be leaving for a funeral, as a family member had just recently passed and we needed our laundry done before we left.
  
  Friday comes, no email, no confirmation. I called Best Buy to find out what’s going on they claim that they put in the request and they had not heard back from the third-party company (********?) so I called the third-party company and they tell me that the case has been closed and they have received no request from Best Buy. They told me to call and speak with a manager.
  
  I then called Best Buy six times and tried to speak with a manager and nobody had the time for me. I was told to call back in an hour. I'm a teacher and used all my prep time and lunch being put on hold, transferred and hung up on. I was so distressed I cried on the phone with one customer service rep.
  
  Unfortunately, nobody ever got back to me with an answer so I had to hire someone else to do the job for me before we left for the funeral. I’m asking you to refund me what we paid for delivery, installation and removal of our old machine. If you want to regain our faith, feel free to give us a discount on the machine itself as you caused more stress in an already stressful situation.
  
  I look forward to having this resolved and the situation amended.
  
  ****** *****

  Business Response

  Date: 28/10/2022

  Hello,

  We apologize for the issues you have faced on the delivery and installation of your order. While we do try to make these procedures as painless as possible, unfortunaly things do go wrong.

  I have looked at the details of your case and we will be processing a refund for the shipping fees and recycling. We cannot refund the installation as there was no charge for this.

  Once I have completed the refund, I will send you both an email receipt and a confirmation email. This should be completed on Monday.

  I do hope we can serve you better in the future.

  Best Buy Customer Care

  Customer Answer

  Date: 01/11/2022

  
  
  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:21/10/2022

  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 July 26, 2022 I ordered by phone an **** **** computer for 200$, which was cancelled by them. On Aug. 3, 2022 I ordered by phone an **** ******** for 350$ and a ******** cable (which didn't fit) for 40$, but they sent me an **** ***** ****** instead, which I returned Aug. 8 by private courrier (****** ********) to **** ** ********r in Laval (delivery no. *************). I ordered again an **** ******** by phone, but again they sent me an **** ***** ******, which I returned on Aug. 10 by the same private courrier to the same address (delivery no. ************), which they returned! On Aug. 18 I ordered an ** ********** for 200$, which had all kinds of things wrong with it. Also, 2 stores working thru Best Buy were supposed to return the ********** and the ******** but gave me only 3 days each, which is unreasonable in any circumstance and by any measure. I got a new computer from somewhere else but wasn't able to print out the return labels, and then I got my old computer fixed, and it can print out, but I can't find the return labels. So they owe me 1140$.

  Business Response

  Date: 24/10/2022

  Hi ********

   

  I am Christophe a Customer Care Associate. in order to have a better understanding of your issue could you give us the order numbers that are matching the tracking numbers ?

   

  Thank you,

   

  Christophe P.
  Customer Care Associate,
  Best Buy Canada Ltd.
  425 West 6th Avenue, Vancouver, BC, V5Y 1L3| www.BestBuy.ca

  Customer Answer

  Date: 01/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the company has not responded to the additional information that I sent which they requested in response to my complaint.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 09/11/2022

  Hi ********

  I would like to clarify this case. 

  I found 4 orders of yours since July.

  The order #********** on July 26 2022 with a cancelled item and a USB DVD drive that was delivered.

  The order #********** on August 3 2022 with an **** ******** 15 X515 15.6" Laptop - Slate Grey (***** ******* N4020/128GB SSD/4GB RAM/Windows 11) deliverd by *********and a cable ******** CONNECT YOUR DVI MONITOR TO A DISPLAYPORT EQUIPPED COMPUTER USING A SINGLE CABLE DISPLAYPORT TO DVI DISPLAYPORT from the Market Place.

  The order #********** on August 5 2022 with a **** ******** 15 X515 15.6" Laptop - Slate Grey (***** ******* N4020/128GB SSD/4GB RAM/Windows 11)  delivered by *********.
  

  The order # ********** on August 18 2022 bought on the Market Place with a ** 14-DB0002CA 14" ********** - Chalkboard Gray (AMD A4-9120C / 64GB eMMC / 4GB RAM / Windows 10) - (6SH70UA#ABL)
  

  The toatal for these order is $1014.61.

  Could you tell me which items are still in your possession and which one were returned with the tracking number from ****** ******* ? 

  Thank you,

  Christophe Senior Customer Care Associate.

  Customer Answer

  Date: 13/11/2022

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

  Best Buy has not refunded anything and asks for information which I have already provided.

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

  Business Response

  Date: 16/11/2022

  Hi ********

  As there is multiple orders involved please kindly reply to my previous question to help me summarize the case by detailing each order number with the return tracking number and tracking link if possible.

   

  Thank you,

  Christophe P.

  Customer Care Associate,
  Best Buy Canada Ltd.

  Customer Answer

  Date: 18/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The company has asked for the same information 3 times through the BBB, and has done nothing. I had already talked to them on the phone about this 3 times in August. They continue to refuse to provide the refunds which total over 1000$. I will have to seek a judicial remedy.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 29/11/2022

  Hi ********

   

  A return label was sent to you regarding the order #**********  and a missing refund claim for your order #**********  has been opened.

  It takes usually 10 business days to have the investigation results.

   

  Thank you for your patience.

   

  Christophe

  Customer Care Associate,
  Best Buy Canada Ltd.
  425 West 6th Avenue, Vancouver, BC, V5Y 1L3| www.BestBuy.ca

  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:20/10/2022

  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 washer and dryer from Best Buy through their website in 2021. The delivery team showed up as expected, but I failed to provide new hoses in order for the washing machine to be connected. The delivery team instructed me to call the customer service number "whenever you're ready" and to provide them my email address/order number in order to reschedule the installation. The appliances were placed in the garage of the house.
  After a considerable amount of time has passed due to house renovations, I placed a call with Best Buy to schedule the installation and stacking. The agent explained to me that since over 30 days has passed, they are unable to fulfill the initial installation request, and that I would have to pay for a new installation. He also clarified that the initial order did not include the stacking of the appliances. I found this odd because the team showed up the first time ready to install and stack the appliances. It's also worth noting that this 30 day policy is nowhere to be found on their website, and the first installers failed to mention this very important piece of information.
  
  I proceeded with paying for the new installation and stacking cost, and the process was scheduled for October 20th. The team showed up as expected, but when I showed them the units, they expressed that they're unable to complete the installation because the units are not at the installation area - even though they're less than 20 feet away. The installer said that they're not movers, only installers and that I would have to call Best Buy to have the appliances moved from the garage. I reached out to Best Buy and they've stated that there's nothing that they can do. Best Buy failed to do the following:
  
  1) State that the initial installation service is only covered for the first 30 days from the delivery of the appliances.
  2) Provide any guidance on their website concerning the 30 day limit.
  3) Mention the limitations of the service the second time I paid for it.

  Business Response

  Date: 28/10/2022

  Hi *********
  
  
  We are sorry to hear that you were misinformed as to the scope of our carrier team's services.
  
  We have coached our team to ensure the right information is communicated to customers in the future to avoid similar situations and we thank you for bringing this to our attention.
  
  We understand that you are disappointed and would like to offer you a $150 Gift card that you could apply towards any future purchases both in store and online. Let us know whether you are fine with this so that we can send you the Gift card as soon as possible.
  
  We understand that you are frustrated but do hope that we can compensate you for the trouble that you have been through.
  
  Thanks,
  Vaani
  The Best Buy Team
  
  
  
  Thank you for visiting BestBuy.ca
  As a customer of Best Buy Canada, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.
  
  
  
  
  © Best Buy Canada Ltd. 102 - 425 W 6th Ave., Vancouver BC V5Y 1L3
  
  Contact Us    |     Returns Exchanges    |     PrivacyPolicy    |     Terms & Conditions
  
  

• Initial Complaint

  Date:20/10/2022

  Type:Order 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.

  Sept 12, 2022 complain about my ****** to BB Duncan BC (Problems: rang once, could not download pic).
  A Best Buy employee in geek squad assited me in doing the complaint online.
  Then the person assisting me said computer froze so we had to do it by ******.
  The only thing I did was give my credit card number because the would send me a new ****** and I was to send mine back (I was hesitant but was assured It was an "advance exchange deposit" would only charge me if did not recieve my bad iphon). Best Buy recieved my new ******, transferred stuff then sent my ****** back. It was a different phone but the fellow assiting me explained if my ****** not in stock they sent an ****** similar I said ok. The week of sept 24, 2022 I phoned at least 20 people and different numbers within Best Buy to try find out about the charges. I was hung up on, transfered to people knowing anthing, or sent to switchboard again. Upset I went to Best Buy Sept 28, 2022 and talked to the manage, he too was hung up on, he said go and he would phone with info. Sept 29, 2022 the manager phoned said he had esculated it upstairs. I thanked him he had mentioned they charge a deductable after a year that might be the -224.00 on my card so I asked if he could send the info to me by e-mail. He said no prob. Not hearing from manager for 2 weeks or anyone, the week of Oct 10, 2022 I again started phoning, even corporate numbers again hang ups, transfers etc. At this point phoned my credit card they said (1344.00 was charged - they also -224.00 and there were 2 charges of 26.94) Then they said BB had taken 896.00 off but that now they left a charge of 224.00 on. So went to store in Duncan again talked to manager of phones, he said he had sent info to other manager about deductable. He said he would e-mail info. Not hearing anything phoned credit card to look into. The week of Oct 17 started phoning to get info on deductable, anyone I talked to would not send, they all told me to look on line.

  Business Response

  Date: 27/10/2022

  Hi ********
  
  We have received and looked into your case.
  
  As was illustrated to you when you initiated the Service Request (claim), the $200 was for the Service Fee (‘Deductible’). It’s also well documented inside the terms and conditions at www.bestbuy.ca/termsandconditions
  
  https://assets.contentstack.io/v3/assets/bltc8653f66842bff7f/bltd75c1d0861be7d68/62f689f57ef11d3a32a98115/BBP_TERMS_AND_CONDITIONS_ROC_220817_EN.pdf
  
  A technical issue had previously delayed the refund of the Advance Exchange Deposit but this was officially resolved and we note that it was fully refunded. The remaining balance ($224) is the Service Fee plus applicable taxes.
  
  As such, we are unfortunately unable to refund you the Service Fee.
  
  We apologise for the inconvenience and thank you for your understanding.
  
  Thanks,
  
  Vaani
  
  The Best Buy Team
  
  

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not initiate service request, the Best Buy rep did. He try to do it  on line, didn't work so ** initiated service through the phone. He gave me the phone for 2 seconds, I was asked if they (best buy) could use  my credit card for "an advance exchange deposit", so if I don't send phone back they will charge me. I said yes that is all I was asked nothing else, if they had said something about service fee or deductible I would have said I would pay in store when I picked up my ******. I did nothing else, the Best Buy rep did it all. There is still 53.88 in interest that needs to be paid. I do not know where this deductible (service fee) came from. I exact ****** return not long ago and there were no fees nothing was put on my credit card. So I want to know why the difference, what a deductible or service fee is for(it cant be both). I want to talk to someone in corporate. I want to see exactly where it says I have to pay a deductible (service fee) cant be both. I just want the one document not a 52 page document where it states what a service fee or deductible is for. You sending me that **** document is ridiculous and shows you have no respect for your customers.  Best Buy has cost me interest, stress and time because of using my credit card ************. I find credit cards hard to pay off that is why I would never agree to put a service fee or deductible on it!!!!! 

  
  It is very sad that Best Buy has caused so much upset. I have always felt Best Buy backed their merchandise and treated there customers with respect. I
  now know this not to be true.

  
  Thank you for listening and I shall wait your response. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 04/11/2022

  We wish to reiterate that the customer was informed by the store that they would be charging her with a $200 Service Fee. This service fee is well documented inside the terms and conditions at www.bestbuy.ca/termsandconditions<http://www.bestbuy.ca/termsandconditions>

  
  https://assets.contentstack.io/v3/assets/bltc8653f66842bff7f/bltd75c1d0861be7d68/62f689f57ef11d3a32a98115/BBP_TERMS_AND_CONDITIONS_ROC_220817_EN.pdf
  
  This is not a ********** charge. A technical issue had initially delayed the refund of the Advance Exchange Deposit but it was officially resolved, and this was fully refunded. The remaining balance ($224) is the Service Fee plus applicable taxes which is non-refundable.
  
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  As such, we refuse to engage any further with the customer as we sent her the information documenting the fees applicable and she was also informed of them while she was paying for them.

• Initial Complaint

  Date:20/10/2022

  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 tv from Best Buy. It was advertised as an open box Geek Squad certified, like new condition.
  What I received was a used tv that did not have the correct stands for installation. I ended up going to a Best Buy store and they confirmed to me that the stands were for a different model of tv. The managed to dig out a used set for me.
  
  When I arrived back home to set up the tv, I found out I also was given a 3 prong AC plug instead of the 2 prong that is required. So I sourced the correct cord only to find out that the tv will not connect to wi-fi. It constantly shuts off. Rendering the tv useless as it negates all the features of online viewing.
  
  I have contacted Best Buy many times as I would like a working tv. They have my money and I don't think I should be waiting for head office to make their decisions. It's pretty simple to me. They have loads of the same model of tv. They should be sending me one asap and picking up this piece of junk I wasted my whole day trying to sort out.
  
  I have attached a picture of the wrong stands and ac cable, as well as a pic of the box showing that it passed Quality Control, which is laughable.

  Business Response

  Date: 20/10/2022

  We have reached out to the customer through the email below to have their unit pick up and refunded back to their original method of payment. We will honor the sale price customer paid should they make another purchase for the same TV.

   

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

  Thanks,

  The Best Buy Team

  Customer Answer

  Date: 24/10/2022

  
  
  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:19/10/2022

  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've been a long time loyal customer of Best Buy and have spent countless thousands of dollars there. I recently ordered an "Open Box" surround sound system at a considerable discount from the normal new price for the same item which I was very excited about.. Note: This was directly from Best Buy, this was not a Marketplace seller, which I do not like using. Said it would it be shipped the following week, but after 5 days I logged into my account to see that the order had been cancelled by Best Buy for no apparent reason. I called into Customer Support and they said it was cancelled because the item was no longer in stock. But yet it was in stock when I had ordered it... so someone else got it I guess. Anyway, Best Buy was unwilling to do anything about this. I asked if I could have a discount on the equivalent new item to make it closer to the open box discount I was supposed get but was flatly told no. I was very polite the entire call and nicely asked to speak to a supervisor. After a few more minutes of being on hold I was hung up on. So not a very good customer experience. I went from being very excited about getting a good deal, to being very disappointed. I expected a better customer service experience than the one I got, especially for a long time loyal customer.

  Business Response

  Date: 21/10/2022

  Hello,

  I am reaching out from Best Buy Canada's Head Quarters and do apologize for this issue. Your order was cancelled for a backorder issue, and you were emailed and notified of this and provided an eCertificate code in that email for a value of $50 as compensation to this. 

  Cancellations for backorders do happen, especially with online ordering. It is difficult, if not impossible, for our website to update inventory in real time considering it accesses inventory across hundreds of locations. It does often happen that multiple people will place orders for the same item right around the same time, more orders than the amount of the item on hand, means not all orders can be filled. So we do need to cancel some. 

  On the order I do see the email informing you of this, as well as the eCertificate value and code. As you stated in your complaint that this order was "cancelled by Best Buy for no apparent reason" I will assume you did not see this email. As such I will be emailing this code to you again, and if you would like, we can discuss this issue further there.

  Again, we apologize for the issue, and do hope that your future experiences with Best Buy will be better as we do strive to learn from these issues and interactions and improve our services.

  Best Buy Customer Care