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:22/10/2024

  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.

  In October 2021, I bought a 65" ******** a soundbar, rack,and insurance for all the items.I also paid for professional installation and TV ************** total bill $5,619.41. The seller assured me that everything would be covered in case of damage.On 2022 the soundbar stopped working.When I removed it from the wall, we found that a small piece of plastic was used to secure the cable at the back. Over time, this piece loosened, causing damage to the power connector.I went back to BB but the manager told me that (1) it had been more than 30 days since the installation, (2) the soundbar wasnt covered, only the TV. he apologized for the improper installation. But, 2 years later, I paid $400 to fix.First why I paid for professional installation?to avoid problems.9 days ago,my TV got a scratch I called and I was told that my insurance didnt cover physical damage. They asked me to check my bill, which said "GSP 4 YEARS," Not "GSP + 4 YEARS".How is a regular customer supposed to know the difference?I trust in the seller.he said was giving me discount,but he just sold me a cheaper insurance.Whats even more frustrating is that BB told me I have to fix it , but my insurance would still be active.if the Tv has problems after they will fix it.Which make no sense,because they could say its not their responsibility since someone else worked on it.15th Oct I went to BB.I was extremely upset about this.I asked for a MANAGER, and I was told to ******* I walked to the Geek desk, I tripped over an uneven edge between the carpet and the floor and fell hard.woman came and offered a chair, I asked to speak to a manager, she said she was.Despite being in pain and crying,I explained everything to her and later I found out that this woman had lied to meshe wasnt a manager.Ambulance was called, and I was in ER 6 hr, 10 days medication,and therapy.This entire experience has been incredibly frustrating and overwhelming, made worse by the dishonesty and lack of proper customer service.

  Business Response

  Date: 22/10/2024

  Hi ******,
  
  We have received a complaint you have made to the Better Business Bureau.
  
  Please allow me to offer you my sincerest apologies for any inconveniences we may have caused. I truly do hope you are feeling better since your visit to the store and the ER.
  
  At Best Buy, we offer many types of protection plans and depending on which type of protection plan is purchased, the coverage for a particular item or appliance may be different. For a more extensive list of what is and isn't covered under a protection plan, it is recommended to take a look at the terms and conditions for the protection plan. I have attached a copy of the terms and conditions for the Geek Squad Protection Plan that you purchased in October 2021. We will not be able to cover any physical damages under the protection if your protection plan does not cover physical damages. Please note, if there is no protection plan for your sound bar, there is no way for this to be covered under the protection plan for the TV or any other appliances.
  
  Please see the link below:
  ****************************************************************************************************************************************************************************
  
  In regard to any issues with installation, these must be brought up within 30 days of the installation date as we can have the technician to return and correct any issues. As your service was done in 2021, there is no way for us to send a technician back.
  
  If you have any questions or concerns, please feel free to chat with our Geek Squad agents online or you can reach out to an agent over the phone at **************.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 23/10/2024

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

  First , if I know the sound bar doesn't  have a a insurance  i reliazed  2 years ago when i when to best buy and the told me that. But I was 100% convinced  that it had . That was the reason why I Went to best buy.. Second could you explained how I was supposed  to check an installation that is on the wall and the sound bar is a flat soundbar. The only way to check if It that works and obvious it wotk , if yoy will read carefully in my email I said that they put a piece of palstic which got loose with the time.  As a costumer , if I paid for my installation and I see my tv and sound bar is working and attached to the wall  under my perspective is working , I dont  know as my case what they put in the back. 

  Second  I already reviewed the insurance after I realized all the kind of you have what really create my gaps, because  when you buy insurance  and they told you is cover everything  it means everything. 

  Third , the worst part if that the seller just don't  work there anymore, and you just go according  to what is in the bill, You don't  even think the possibility  that the costumer was right, and it was an error from your side. If you reviewed my Geek guy with my number I alway buy in best buy and I always buy the insurance. Do you think that of I know that the insurance does not cover physical damage I will take my tv or try to make a complaint.  

  They lied to me , when I bought all my stuff , when I  went I they told that the tv was cover and then after a year when they said but not the screen , and also the day that I went to the store and someone just laughed on my face saying that she was the manager  and she will called in 3 day.

   My insurance expired in October 2025 , how I can be 100% sure that if I fix the screen and the tv shows some issues after the insurance point to cover,  if obviously every words that any from best buy said was a lied.

   

  I am a loyal costumer of Best buy and I don't  deserve  just and answer sent me to read something that is not the problem.  The problem here is no that I read the details of the insurance, the problem here is that there is not any transparency and it is always you said.leav8ng without  any chance that maybe I am right.

  I need someone  from best buy contact me. No just sent me links.

   

   

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

  Business Response

  Date: 25/10/2024

  Hi ******,
  
  Thank you for your response!
  
  Unfortunately, there is no way for us to verify what was said and told to you at the time of purchase, however, if there was any miscommunication, I truly do want to apologize for this. Any protection plans that are purchased should be listed in your account online and on your receipt at the time of checking out. We would also be able to advise you upon calling in about this. If there are any discrepancies where you are missing a protection plan that you wished to have added, it is the customer's responsibility to reach out and have this corrected. Please note, we can only add and cancel protection plans and memberships within 30 days.
  
  Our protections plans do not cover everything, and as per our last response, what is covered does depend on what type of plan is purchased. What is covered and what isn't covered is listed in detail in the terms and conditions.
  
  When a service request comes in to our Membership and Protection Support Team, we do review to see if the product in question has a protection plan attached to it. Without a protection plan on the sound bar, we are unable to schedule a service for repair or replacement.
  
  If you have any questions or concerns about what coverage under the protection plan looks like if you do have your screen repaired, I would recommend reaching out to one of our Geek Squad agents at ************** to discuss as they are more knowledgeable on this.
  
  Please let me know if you have any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:22/10/2024

  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.

  I ordered a cell phone online at Best Buy May 2023.Order DateMay 09, 2023 at 11:51:42 PT Order Number1012092622 Refurbished (Good) - Apple iPhone 8 64GB Smartphone - Space Gray - Unlocked $15997 Quantity: 1 Web Code: ******** Shortly after I ended up in hospital and was there for 8 months.When I got out and was going thru emails, I saw that I ordered a cell phone but didn't receive. My neighbor and family were checking my mail.I had not received any delivery notice and when I contacted Best Buy, their response was "too little, too late".I hadn't contacted them earlier because since I was in hospital and from medical issues I went thru my memory is faulty and didn't remember ordering.

  Business Response

  Date: 22/10/2024

  Hi ******,
  
  We have received a complaint you have made to the Better Business Bureau.
  
  Unfortunately, lost shipment claims must be opened within 90 days of delivery, as after this period, we are unable to investigate with the carrier. We are unable to look into this further for you as it has been 14 months since your purchase was made. We will be unable to assist you with a refund or reshipment.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 23/10/2024

   
  Complaint: 22453375
  
  I am rejecting this response because: There are extenuating circumstances as to why it's taking awhile before I made contact but the fact remains that an item was purchased from your company and no notice whatsoever was issued as to delivery or non delivery of item, so as far as i'm concerned it was never sent and money was paid for nothing or do you just scam people as habit? The least that you can do is refund amount.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 25/10/2024

  Hi ******,
  
  Thank you for your response!
  
  I do apologize for any inconveniences we may have caused, however, as per our last response, lost shipment claims must come in within 90 days of delivery. We are unable to investigate this matter with the carrier after 90 days. 
  
  Based on what we can see, your package was shipped out to you on May 10, 2023 under tracking number **************** but as it has been 90 days since the delivery date, this tracking number is no longer valid and no further information is available associated with it. It is the customer's responsibility to inform us within 90 days whether or not their package was received. As of today, it would be nearly 16 months since this product was shipped out with our seller.
  
  Please let me know if you have any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 25/10/2024

   
  Complaint: 22453375
  
  I am rejecting this response because:

  The attached invoice is the ONLY communication I received. There was no notice of delivery, no notice or correspondence of non-delivery whatsoever. The least you can do is refund the cost of the phone I am willing to accept $150 rather then the full cost charged to my card. I am on assistance and have medical issues that I have to deal with and need a cell phone and cannot afford to pay again for a phone when I already did purchase one and should have received but didn't.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 30/10/2024

  Hi ******,
  
  Thank you for your response!
  
  Unfortunately, our response remains the same and we are firm with the denial of your refund.
  
  As per the our last responses, your order was placed well over a year ago in May 2023 and we are no longer able to open an investigation with the carrier regarding this shipment. As such, we will not be offering any reshipments or refunds for this order.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:22/10/2024

  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.

  We ordered a computer monitor from Best Buy on October 3, 2024 (order placed under my partner's name ***** **********). When we received the order it was the wrong monitor (one that was nearly half the cost of the one we ordered and paid for). We have placed numerous calls to Best Buy to have this resolved and they keep giving us the run around, changing their service standards (were promised an answer in 5 business days, then 7 days then 10) all while we still do not have proper product we paid for.

  Business Response

  Date: 24/10/2024

  Hi *****,

  I hope you are well. Thank you very much for providing the photos. 
  
  Please use the provided prepaid shipping label to ship this back to us. Kindly review the instructions below to ensure your return is processed in a timely manner. 
  1. Print the label and attach it to the box containing the item to be returned. 
  2. The shipping label is valid for 5 days from the date you receive it. 
  3. Record the tracking number from the label for your personal records. 
  4. Take the item to your local ***************, or request for a pick-up by contacting Purolator at **************. 
  
  You will receive a credit for this order usually within 10 business days of receiving it in our warehouse and an inspection completed. 
  
  If you need a new shipping label or do not receive a refund with 10 business days of the tracking details showing that the item has been received at our warehouse, please dont hesitate to reach out to your case email, and Id be happy to assist you further. 
  
  If you have any questions or concerns, please let me know.

  Kind Regards,

  Isis
  
  The Best Buy Team

• Initial Complaint

  Date:18/10/2024

  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.

  Ordered a washer/dryer combo unit, an electric stove, and a fridge.They delayed the order twice as bestbuy sells appliances that they do not have in inventory (depending on the manufacturers for delivery) in my case it was the washer dryer ******** was delayed twice (had a technician waiting for the order twice because bestbuy won't install)Then rather them keep delaying the entire order it was suggested that we should split the order, order 1 fridge and range, order 2 washer ******** order 1 was supposed to arrive today, I called in to find out why they did not call to give us a time.I was told that the last representative did not split the order, And I was not to receive an order today.I decided to cancel the entire order, We have inconvenienced our tenant Who is supposed to receive the order Who took time off to be home Have we paid a handyman TWICE To receive the order And to transfer the water lines, swap out the 220 volt cables as well.

  Business Response

  Date: 18/10/2024

  I sincerely apologize for what happened. I will send you a private message so we can provide a quicker resolution to your case.

• Initial Complaint

  Date:18/10/2024

  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 an extended warranty for an ** refrigerator on December 29, 2020 along with a 5 year extended warranty which covered all repairs and replacement if the unit was deemed unrepairable. I reported on September 4, 2024, that the unit would not turn cold. A repairman came to my house on Sep 10 and replaced the compressor. On Sep 11, he returned when I reported that the unit was still not cooling. He tried filling the coolant and discovered an internal leak and said the fridge was unrepairable and had to be replaced. He reported the issue back to **/Assurant/Best Buy on Sep 12. On Sep 28, Best Buy contacted me to say that there was a problem with the first service call and that they would need send a repairman again to assess the unit. On Oct 8, the same repairman came to the house, recognized the refrigerator, and said that he had already reported the fridge as dead, but that he would do so again on Oct 9. On Oct 15, I had not heard from Best Buy and they claimed the repairman did not submit a report. I texted the repairman and he confirmed that the report was submitted to ** on Oct 9 stating the unit was unrepairable. I have chased Best Buy every day since Oct 15 and they claim that no report is in. Since Sep 28, I have provided them with the repairman's name and contact information and they refuse to call him to rectify the issue and provide me with a replacement fridge or value. I consider these actions to be purposefully fraudulent in an attempt avoid replacing the fridge or paying me the replacement cost. The warranty also covers food spoliage. If this issue is not resolved within the next 72 hours I will be filing a lawsuit against Best Buy for selling me a fraudulent extended warranty policy that they have no intention of honouring and for the extra costs and inconvenience of being without a fridge for over 40 days.

  Business Response

  Date: 18/10/2024

  I sincerely apologize for the inconvenience you've been experiencing with the repair/replacement of your refrigerator. I'm here to assist you, and I will be reaching out to Geek Squad to investigate what is happening and why the exchange of your unit has not yet been completed. I will keep you updated as soon as possible.

  Once again, I am truly sorry for the situation, and I hope to provide you with a swift resolution. I will send you a direct email from Best Buy so we can stay in touch more efficiently.

• Initial Complaint

  Date:17/10/2024

  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.

  In June of 2024, I ordered a Fridge. Full payment was taken from me. Ive learned several times delivery is rescheduled. I had confirmed it was in the warehouse. They actually told me, it likely was sold to someone else! How does this happen AFTER Ive PAiD for it!? I requested a refund on October 8th, which was never done. In fact they yet again sent me a new delivery scheduled date for November 5th. NUMEROUS times I had requested to have this escalated to a manager or customer retention department as NUMEROUS times this was happening to me with my fridge order!! NOTHING done! I want my money refunded AND I want the fridge I paid for and never received due to the incompetencies of this company. Ive been paying interest on this fridge that I dont have. This is the LEAST that should be done for the time, inconveniences, energy, interest money collected on my credit card and hastle this has created for my family. I told them today, I was contacting the BBB.

  Business Response

  Date: 21/10/2024

  Hello ****, 

  I hope this email finds you well. Thank you for reaching out and sharing your concerns. I deeply apologize for the frustration and inconvenience youve experienced regarding your fridge order. I understand how disappointing it must be to deal with repeated delays, especially after full payment has been made. We have previously compensated you with a $200 Gift Card which you have used, therefore, we would like offer you $150 more if you wish to wait further. You have the other option to cancel the order for your Fridge unit entirely (You will be refunded the full amount of your unit including shipping costs and taxes). Additionally, I want to assure you that our Best Buy warehouse has not yet received your unit and would have most definitely shipped out your unit the moment we received it. Again, I am sincerely sorry for the current circumstances as our team is doing their absolute best.

  I want to assure you that your experience does not reflect our standards of service. Regarding your refund request made on October 8th, I will ensure that it is processed as a priority. I also understand your desire to receive the fridge you ordered, and I will check on its availability and delivery options. I appreciate your patience and again, as we actively work to resolve this situation and I will keep you updated on the progress.
  If you have any further questions or need assistance, please feel free to reach out directly to me.

  Best regards,

  Christopher 

  Customer Care Associate

  ******************** Team

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22438138
  
  I am rejecting this response because:

  Note from my husband:

  My name is *** *******.  I am ****** Husband.  The way Best Buy has handled this entire situation is appalling.  We collectively have been on the phone countless times * dealing with complete incompetence.  At this point * your promises of expediting case numbers is a complete joke.  It is disgusting.  We gave Best Buy our hard earned cash to purchase a product we have never received.  You gladly took our money and failed to deliver a product.  As mere compensation for multiple delays * you offered $200 in gift certificates * what a joke * we gave you over $3,800.00 for a product we never received.  And you offer compensation in the form of a mere fraction of the total worth of what we paid * and then to add insult to injury * the gift certificates * were even harder to redeem and spent countless hours trying to get someone on the phone to resolve the issues with that as well.   Are you kidding me?  You have our money.  We do not have our refrigerator.  Previously * the customer service agent said we'd be receiving a full refund within 5 to 7 business days.  Um excuse me Sir * but it is well past the 5*7 business days and we have not received any refund.  

  
  
  Contacting the BBB is just the first step.  And it took that action to get someone at Best Buy to respond.  Really seriously?
  
  
  If we do not receive our refund within the next 24 hours (well past due the 5*7 business days initially communicated by Best Buy) * the next step is we will pursue legal actions accordingly.  This is deceptive marketing, fraud, false advertising and a classic bait/switch scheme.  You have essentially stolen money from us and we want our money back immediately.  **** has asked multiple times for this to be escalated to executive management * yet this has not been done.  Again * refund the money immediately * whilst we investigate * who it is that needs to be contacted at Best Buy Corporate to ensure Best Buy Executives know the complete and utter disgust with the way this has been handled * SINCE JUNE OF THIS YEAR!!!!!!!!!!!!!!!!!!!!!!!!!!!    UNACCEPTABLE!!!!!!   
  
  
  We will be consulting with our attorney on how to file legal actions against Best Buy.  I suggest you ensure our money is refunded promptly * not in 5 to 7 business days but within 24 Hours.  And in the meantime * I want a call from the Regional Vice President of Sales from Best Buy responsible for the ************************  This is complete mind*blowing * the level of incompetence.....
  
  
  Very Truly Yours,
  ****** D. *******, Jr.
  ***************

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

  Business Response

  Date: 23/10/2024

  Hello **** and ***,
  
  I appreciate your response with the additional context and feedback regarding this situation, and I deeply apologize for the continuous delays and frustrations you're currently experiencing. Thank you for your continued patience as we got to your escalation and regrettably it took us a bit longer to address your situation as we're experiencing a higher volume of escalations.
  
  Once again, I understand how difficult and frustrating it may be to go through such a lengthy process, no customer deserves that. I also understand that spending such a large amount of money on an appliance and receiving delays can add insult to injury.
  
  Regarding our call agent advising you that the refund will be processed in 5-7 days, I apologize for the miscommunicated information, but it should have been 5-7 days to be contacted regarding your escalation. As of typing this email, I have forwarded the call to our coaching team for review to ensure proper expectations are being relayed to our customers in the **********************.
  
  Additionally, we have cancelled and refunded your order, and you'll see your refund value at the original amount of $3591.27 reflected to your credit card in 3-5 business.
  
  The $200 gift card offer still stands, therefore, if you accept the offer, I can get that processed for you as soon as possible as well.
  
  Furthermore, the unit you had purchased is coming directly from the manufacturer instead of us, meaning that the delivery date is always tentative for these items. We may not get notified if the item will be delayed or not, as there may be delays with receiving certain parts at a Manufacturer level. Typically these items aren't delayed for extensive periods of time, although this is why we offer compensation in the form of gift cards when they are. I assure you this is a rare situation, as a typical delay is within a week or two.
  
  Lastly, I would like to apologize once more for the situation and moving forward, I hope this will not happen again. Thank you for bringing this situation to our attention, and please let me know if there's anything else I may be able to assist you with.
  
  Best Regards,
  
  *********** ***
  Customer Care Associate
  
  The Best Buy Team
  
  Thank you for visiting BestBuy.ca
  

• Initial Complaint

  Date:17/10/2024

  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.

  I ordered a fridge online with Best Buy. The fridge was delivered on Sept 4. It fit in the front under the cabinets but could not be pushed back to fit further. The delivery persons said the wheels could be taken off in the back and "did I have a friend who could help me do this" . I am a 64 year old single wo***. I asked them to do it and they said they could not as they had 4 more deliveries to make that day. They left it sticking out in my kitchen blocking the door to the bathroom. The floor was scratched.Note on the delivery notice saying it might need to be returned. On Sept. 7th, my friend looked underneath and said no the wheels were clearly attached to the casing on the bottom of the fridge. I phoned Best Buy customer service.The first *** I spoke with told me to probably buy another fridge as it might be a week or so before they could do anything.He gave me a case number #********.I purchased online another fridge from Best Buy. The second delivery persons moved the first fridge into the hallway of my co-op. they did not take the first fridge, no paperwork.This first fridge is in my hallway, today on Oct. 16th. I have spoken with 8 agents over 6 weeks, who sympathize a lot with me they say they are taking notes. One says I will get a call the other says no it is never a call, only email. one says he is a supervisor when I say I am going to the Better Business Bureau. He says he will call by today. I have not heard from him. The agent in charge at headquarters is called Kaila, never spoken to her. I have sent pictures to her (or ?)it was sent to customer service@ ********************** .The agent today when I called ,could not see any pictures on my file. I am frustrated, as I have no recourse, no number other than the same one I call over and over with the same nice practiced responses and absolutely no action. I have never received a call from anyone to date. I got a standard email response saying thank-you for contacting Best Buy at week 4.Please advise

  Business Response

  Date: 17/10/2024

  Hi *******,
  I sincerely apologize for this delay in my absence. I understand the ongoing run around has caused you immense stress and frustration and I apologize for the time that has elapsed due to the inactivity.
  
  As return pickups cannot be processed due to any size issues, outlined by our return policies for ***** Appliances, this has been processed as an exception. I see from a previous case note that your building only allows certain days for deliveries and would like to inquire if this applies to the return pickup. As of right now, it has been scheduled on the carrier's next available date, October 22nd, 2024. If this does not work, I will be able to reschedule this on a date that better suits your building's requirements.
  
  I have also been informed by the call centre's notes regarding property damage. This will be fully assessed by our team in the Home Delivery department.
  
  I understand the ongoing distrust going forward, but I would like to ensure this email line of communication will be opened and you will not have to phone the call centre. I will be in office from 8:00am-4:30pm PST for the remainder of the week. 
  
  Thanks,
  Kaila
  The Best Buy Team

  Customer Answer

  Date: 23/10/2024

   
  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,
  
  ******* Manta

• Initial Complaint

  Date:17/10/2024

  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.

  On Sept 15 I ordered a Cooluli mini fridge from BestBuy Marketplace sold by ***** Canada. They claimed they would ship it within 2 business days, but shipped it 2 weeks later. When I received the package I found that they had ordered a cheap mini fridge off Amazon and sent it instead. The package even had the ****** shipping label still attached showing that it had been shipped to *****. As the product is completely different, and I could see the Amazon shipping information, there is no chance this was a simple error, the only explanation is that they were hoping I would not be willing to go through the hassle of a return. When I notified them of the problem they sent the ****** return label, rather than the return label for my address (fraud attempt number 2?). I asked them for the correct product which they informed me would be sent once they received the returned item. Today I received a a message saying they have issued a refund as the product is out of stock in spite of the fact that the exact product is currently advertised on the BestBuy website. Throughout the entire process they have replied days after being contacted with automated messages only. I am also very suspicious that most of the ***** Canada reviews are fake. BestBuy took zero action when they were informed of the situation, despite BestBuy claiming that they "hand-pick" their "top-quality" sellers.

  Customer Answer

  Date: 18/10/2024

  I would like Bestbuy to respond to my complaint.

  Business Response

  Date: 21/10/2024

  We sincerely apologize for the negative experience you had with one of our Marketplace sellers. We truly appreciate you sharing your experience, and we will be reviewing Best Buy's guidelines directly with the seller to ensure they are being followed.

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22430715
  
  I am rejecting this response because: The product that ***** claimed was unavailable is still listed on the BestBuy Marketplace website. ***** has also sent yet another automated email asking me to change my one star review. How can BestBuy justify doing business with shady characters like these?
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 23/10/2024

  Please note that this issue with the seller will be managed internally. I understand if you feel the need to continue rejecting this response, and you are within your rights to do so. However, I believe that prolonging this communication may not be productive, as this matter does not require a resolution from our side with the customer but rather between us and the seller. As mentioned, we will handle this internally.
  

  Thank you for your understanding.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22430715
  
  I am rejecting this response because: I have seen no indication that any meaningful action has been taken. The product continues to be advertised on the BestBuy Marketplace site.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 25/10/2024

  As previously clarified, this complaint has been declined.

• Initial Complaint

  Date:17/10/2024

  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.

  Recently I purchased a Tower Fan through Best Buy with their Seller Northern Outlets. I was excited about this purchase because I had done a lot of research into tower fans and wanted to chose the best and most suitable one for me. I found a particular Smart Dreo fan to be the right one - so I found who might be the most reliable seller and bought it. I trusted Best Buy because they were/are a big company and seem to be reputable - however I hadnt had enough experience with their Sellers and their third party selling process and wasnt sure what Best Buy Marketplace was and still am unsure what it is and who are Marketplace Sellers. Anyways - I had bought two other expensive items from them recently so I thought it would be harmless.Long story short - Northern Outlets never gave me any Tracking Information. I didnt think to ask them because I had bought many things since Sept 20th due to a one-off tax credit I got and wasnt familiar with the shipping process anyways to have thought to have asked. Then I learned from a Canada Post professional that each item in an order might have to have its own Tracking Number.The peculiarity with my Order with Best Buy was that it contained two items each from different Sellers. Due to my lack of experience with having things shipped to me, I assumed that both items would have been sent under the same Tracking Number that was provided by the other Seller. This was probably not the case and I still dont know if it was because Canada Post, Northern Outlets, and Bestbuy have not clarified this to ***** the beginning I noticed Northern Outlets simply said the Carrier was LTR and in the initial Order Confirmation/First Tracking/Shipping Notice I got from Best Buy it said Tracking Info not provided. I researched *** and found that probably simply mean Ill give you the info later.Anyways Im not out almost $500 and Best Buy and Northern Outlets have not refunded me.

  Business Response

  Date: 18/10/2024

  Dear Will

  I sincerely apologize for the situation you are experiencing. In this case, the final resolution will be determined by the Seller. However, we are actively in contact with them to see if we can improve the offer that has been presented to you.

  If you prefer, I can keep you updated via private messages. Please rest assured that we will do everything we can, following the established guidelines with our Sellers, to help you achieve the best possible resolution.

  Thank you for reaching out to us. I will keep you informed through private messages as soon as I receive a response from Northern Outlets.

  Customer Answer

  Date: 18/10/2024

   
  Complaint: 22428706
  
  I am rejecting this response because:

  Basically this has been the stance of Best Buy from the start.  I have spoken with at least 3 different Best Buy associates on Chat and Im still angry.  Im angry because Northern Outlets has not acknowledged they never gave me any tracking info throughout the whole process.  In the beginning, I got a notification that they will notify me later by their word LTR as the Carrier.  Even after that I got an official email from Best Buy I think a few days later when it was being shipped and still no tracking info was provided.  I am new to shipping and receiving items through shipment so I probably just assumed that they will get back to me about who the Carrier was and what the tracking info was.  Eventually I forgot about it because the Item was in the same order with another Seller who was providing me tracking info.  Due to my nascence with Shipping, I then assumed that both items were being sent under the same tracking number - when this was probably never the case and no one was clairified this to me. The closest clarification Ive gotten was from a Special Investigator with Canada Post who alluded to the fact that every item in a Shipment must have its own tracking number [which Im still unsure about and dont know if its true].  What I do know is true is Im out approximately $370 for the fan, Im emotionally upset to the point I cant even go out to pick up the other item from the local post office - and I want compensation of $500 for this because I feel and believe that Ive just been led on the whole process and its been easy for Northern Outlets to simply do the right thing and admit responsibility for never giving me any tracking info in the first place and maybe even taking the possibly passive aggressive response of waiting for me to ask for it.
  
  Sincerely,
  
  ******* ************

  Business Response

  Date: 21/10/2024

  We sincerely regret that you feel emotionally impacted by this situation. After reviewing your case with the seller, we confirmed that your order was shipped and delivered as promised. The final decision regarding your claim lies with the seller, who has denied it.

  Regarding the compensation youve requested, we must respectfully decline. The amount is both excessive and unjustified, given that your order was delivered as agreed and the carrier has provided proof of this.

  Please note that it is the customers responsibility to stay informed about updates from the seller throughout the purchasing process, including tracking shipments and delivery status.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22428706
  
  I am rejecting this response because:

  They never have accepted responsibility for never giving me any Tracking Info in the first place, never gave me any reason why they wanted me to voluntariliy ask them for tracking info.  Every other person who has sent me things by shipping has voluntarily given me tracking info.  Even if they had a reason to not voluntarily given me the tracking info, they still have the responsibility to show that they care in following up with the sending of the package to ensure I get it.  They didnt even acknowledge in the beginning that I dindt want the fan after I purchased it and didnt make any effort to stop it from being sent to me.  I believe I gave them more than enough advance notice to do this.  Also they have not empathized and acknowledged the fact that my experience with receiving packages is low and I had a problem with Logitech and with Canada Post already so they both know that I was unsure if every item in an order had to have its own tracking number.  Giving me $30 is insulting.  I demand a full refund of this order from Best Buy + $50 for how badly it has been managed!

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

  Business Response

  Date: 24/10/2024

  As I mentioned before, your order was placed through a Marketplace seller. After reviewing the case with them, we confirmed that the tracking number was provided and the shipment was handled correctly. The $30 offered was a gesture from the seller, not from Best Buy.
  
  Therefore, we respectfully need to inform you that your complaint has been denied. We believe the seller acted appropriately, and while it is unfortunate that your package was taken, this situation is not the responsibility of the seller, the carrier, or Best Buy.

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 22428706
  
  I am rejecting this response because:

  This is utterly awful and irresponsible of Best Buy and Northern Outlets.
  
  Sincerely,
  
  ******* ************

  Business Response

  Date: 20/11/2024

  I would like to remind you that your complaint has been denied, your case has been closed, and your purchase was made through a Marketplace seller.

  Customer Answer

  Date: 26/11/2024

   
  Better Business Bureau:
  

  
  I think they had given me a full refund by the time I last responded to you, however due to stress I couldnt verify in my bank account how much the refund was and who from.  I did notice a similar amount at some point but still I dont now who thats from but I assume its them.  I wouldnt have gotten an amount like that from anyone else.  So thats why I chose decline as my last response - I didnt have proof of how much the refund was for, because when you get the email from Best Buy it doesnt tell you for how much [which embarrassingly led me to believe the first refund of $30 was the full amount].  I will presume from now on that every item in an order must have its own tracking number and if I dont get one that there is something wrong and aggressively follow up with the merchant to avoid the same catastrophe that this was. So on October 22 I got a second email from Best Buy saying **************** has refunded my order (without mentioning the refund amount) and I checked my bank account and have a $395.49 deposit on Oct 31st which I will presume is from them and not renege on that to seem unkind and cause this to turn troublesome. 
  
  
  Sincerely,
  
  ******* ************

• Initial Complaint

  Date:16/10/2024

  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.

  On the 11th of October I made an order for a steeply discounted last-in-stock item (an open-box Bravia 7 55 inch TV) for *******, along with a 4 year geek squad protection for ****** . Item was supposed to be delivered on the 12th of October.On the night of the 14th of October, I received an email from Best Buy stating the the order was cancelled "because our system detected a possible security verification issue." This didn't make much sense as I am confident that my billing details are accurate, and I've used my credit card with every retailer imaginable without any issues.I called Best Buy on the 15th to understand why it was canceled, and they stated the billing address issue, and when I told them my billing details are accurate they couldn't provide an answer or a satisfying resolution.I then opened a chat support to try and address the issue and find alternatives, and that's where I got the real response "I'm sorry to inform you that your order has been cancelled due to being out of stock from the vendor and taking too long to fulfill the order. The automated system has canceled your order. Any authorization should drop within 3-5 business days". When I pressed the chat agent further and told him that I received an email stating order was canceled due to billing issue, the agent's response was "I'm sorry for the inconveniences I can understand your concerned but I have checked regarding your order and the order is out of stock due to that reason the order is cancelled and the authorization will be drop with in 3-5 business days".So as I understood, during the processing of my order, someone else made a purchase causing the item to go out of stock (since it was last in stock). And instead of Best Buy admitting to them not honoring the purchase and holding the product, they issued a cancellation email due to security verification issue.All I ask is that Best Buy honors the purchase at the pricepoint advertised.

  Business Response

  Date: 16/10/2024

  Hi Ala,
  
  We have received a case regarding a complaint to the Better Business Bureau about an order that was cancelled.
  
  From what I can see, your order was cancelled on October 14, 2024. There is a note indicating that your order was cancelled due to a possible security issue. Unfortunately, I am unable to provide any further information regarding this. Our team does recommend that you replace your order so that it may be approved. 
  
  As the same unit is now out of stock and no longer available on our website, we are unable to place a new order for you. We are also unable to advise when we will be getting new stock for this unit as it  is open box units do come and go and we are unable to predict when we will be getting more. What we can do is we can provide you with a price match within 30 days if the same unit does come back in stock. When you do place your new order, please feel free to send us your new order number and we would be happy to assist.
  
  Please let me know if you have any questions.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22424139
  
  I am rejecting this response because:

  1- You state that the order was cancelled due to possible security issue, yet the chat customer support agent stated twice that it was cancelled due to fulfillment delay and the item going out of stock, I have also attached in my original complaint a transcript of the conversation as generated by your system, so which is it please?

  2- It is unclear, even through your response, what the possible security issue is/was. I have used my card with every major retailer in Canada without an issue, so what is it in Best Buy's system that causes this issue? And why isn't it addressed?

  3- Early yesterday (16th of October), one quantity of the item that I had previously ordered (and was cancelled) was back in stock at Best Buy. I quickly made an order (attached for your reference - order # 1019673428). And to avoid having the cancellation issue again, I called the Best Buy customer support and told them about my issue, the gentleman on the phone assured me that he will send the required forms to the verification team to ensure a timely processing of my order without any issues. During the time of the order, it was indicated that the item will arrive today (17th of October). So the 16th went by, and today is the 17th, and on Best Buy's website the order is still stated as In Progress. I called Best Buy phone support again and they stated the order has been flagged for manual verification and there's nothing they can do about it, hence the delay. At this point all I ask is to let my order through, and after that I sincerely hope Best Buy will investigate their security verification systems, and the competency of their staff in the security verification team as well as chat support.

  Sincerely,
  Ala

  Business Response

  Date: 21/10/2024

  Hi Ala,
  
  From what I can see on our end, there is a note on your order indicating there is a possible security issue and I am unsure why the chat agent would advise otherwise as there are no notes indicating this unit was cancelled due to backorder/out of stock status. I do apologize for any confusion this may have caused. Please note, we are also unable to provide any further information in regard to why or what the security issue is.
  
  Based on what I can see, your order under order number ********** has been verified and is in the process of being shipped out. You can follow the tracking updates by viewing Purolator tracking number 334991085666.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 22/10/2024

   
  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,
  
  Ala ***********