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

685 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:17/10/2022
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.
BestBuy.ca order for 2 open box items by Marketplace sellers:.
Order Date April 12, 2021 at 02:46:50 PT
Order Number *********
Item 1;
***** ****** 11 128GB Smartphone - Purple - Unlocked - Open Box
$804.97
Quantity: 1
Web Code: ********

Item 2;
***** ****** 8 64GB Smartphone - Silver - Unlocked - Open Box
$316.77
Quantity: 1
Web Code: 13527674

Both items were sold with 1 year warranty.
Items 2 had been malfunctioning for months (within warranty period) but we thought it was virus/ small memory issues. It stopped working couple of months ago.
Went to market for repairs only the find out that the item was significantly refurbished (contrary to Best Buy stance that "open Box" items are not repaired etc.)
Customer Answer
Date: 17/10/2022
Thanks for your email.
Please note that I'm not seeking any price difference compensation etc.
Best Buy shall accept responsibility for using unscrupulous partners who fraudulently supplied REFURBISHED items under the disguise of OPEN BOX.
Since the money was paid to Best Buy, Best Buy shoulders the ultimate responsibility either JUSTIFY or CORRECT the discrepancy.

I look forward to seeing what their proposed corrective action is!

Kind Regards,
****** ****
Business Response
Date: 24/10/2022
Hello ******,
Thank
you for your online purchase.

A
case has been created for you (********) to assist you with your inquiry.
One of our Customer Experience team member will be in contact with you shortly
to assist.

Thank
you for bringing this to our attention.

Thank
you,
Best
Buy Customer Experience Team
Customer Answer
Date: 27/10/2022

Complaint: ********

I am rejecting this response because: I find Best Buy's stance misleading. Please refer to my direct reply (below) to Best Buy email the other day:

Sincerely,

****** ****

****** **** <****[email protected]> Wed, Oct 26, 6:34 AM (1 day ago)

to Customer Care

Dear Sir/ Madam,
I remember having written to BBB (Complaint #********), not directly to Best Buy.
Anyway, If your stance is true, this proves a deliberate misleading tactic which may be hard to defend in a court of law

1. Best Buy sold the product under "OPEN BOX" banner.
2. Best Buy's definition of "OPEN BOX" items is quite clear in this regard and context.
(Open box from Best Buy offers you like-new products with a 6-month warranty at massive discounts
What does open box as new mean?
When you buy an open box product from Best Buy, you can be assured that it is in like-new condition. These are items that have been returned by a customer, fully inspected and verified to be in perfect working condition, then sold as open box rather than returned to the manufacturer. Open box products include all original accessories, and they are covered by a six-month warranty.)
3. Selling a "REFURBISHED" product under the disguise of "OPEN BOX" is misleading, even fraudulent given 1 & 2 above.
4. Best Buy does clearly indicate in product's sale title when a product is REFURBISHED. (This was not the case with the 2 items that I bought as "OPENBOX" products but have now turned out to be REFURBISHED products.)
5. I bought the item believing Best Buy's advertised category, image and goodwill.
6. Best Buy has the responsibility to honor its word as well as respect its customers.

It is highly disappointing to see Best Buy making lame excuses and blaming the customer rather than accepting responsibility.
I reserve the right to seek legal help as I do not see the said sale as being OPEN and HONEST.

Regards,
****** ****
On Tue, Oct 25, 2022 at 7:36 PM Customer Service <[email protected]> wrote:

Hi ******,

Thank you for contacting Best Buy.
Looking into the webpage of the product it does mention in the overview to READ SELLER'S STORE DESCRIPTION FOR MORE INFO. where it's mentioned that the unit you are purchasing is a refurbished product.

Since this is a Marketplace purchase, you may contact the seller directly to get assistance for the units but since the 90-day warranty have expired service might be limited.

Please do let me know if you have any additional question.
Thanks,
April
The Best Buy Team
Business Response
Date: 02/11/2022
Hello ******,
Thank
you for response and feedback.

BBB reviews are forwarded to businesses if it meets the
complaint acceptance criteria.

Upon
further review of your inquiry, for these specific products you are out of the
minimum 180-day warranty offered by the marketplace seller since this purchase
was from April 2021. MarketPlace products are not covered by Best Buy
and warranty is solely covered by the seller.

Due to the reasons above, we do consider this matter
closed. If you would like to pursue further, you are able to proceed with how
you best see fit.

Thank
you,
Best
Buy Customer Experience Team

Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because: Best Buy has incorrectly cited expired warranty as an excuse here. Complaint is about equipment being sold as New Open Box item whereas it was, in fact, a defective item that had been refurbished.
Best Buy failed to divulge the real condition of the item in its online advertisement and showed it as OPEN BOX. Open Box items were described as "New" items opened for customer viewing etc. by Best Buy.
Best Buy again failed in clearly specify the item as previously used, declaring it "Open Box" when the item was placed in the online cart.
Best Buy further failed to flag that the item was REFURBISHED and not NEW-OPEN BOX during the online payment and order acceptance process, making me believe all along that I was buying a "NEW but Open Box" mobile phone, only to recently find out that it was a defective phone that had been REFURBISHED (i.e. repaired) and FRAUDULENTLY sold to me as OPEN BOX (i.e. new albeit without an original box).

Since I'd placed the order on Best Buy and made the payment to Best Buy on its portal, Best Buy stands directly responsible for this scam and shall accept all associated responsibility.
Regards,
****** ****
Business Response
Date: 09/11/2022
Thank you for your feedback.

Best Buy do not cover any coverage for MarketPlace products
as the warranty/coverage for these items are specified by the seller
- Due to the reasons above, we do consider this
matter closed. If you would like to pursue further, you are able to proceed
with how you best see fit.

Thank you,
Best Buy Customer Experience Team
Customer Answer
Date: 09/11/2022

Complaint: ********

I am rejecting this response because: I fail to understand how Best Buy is blatantly refusing to accept responsibility after having advertised the product on Best Buy portal but showing inadequate product information and, more importantly, accepting the order and receiving the payment through Best Buy resources. This is open violation of laws and consumer rights.
Sincerely,
****** ****
Initial Complaint
Date:14/10/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a product on best buy: Order **********. Each time I call the company they provide different information. They said with each separate call
1. Your order is on hold because the method of payment can't be verified
2. Your payment method is still pending and requires a "Manual verification" (I called the credit card company and they said there was no issue with my information and the transaction appears on my credit card as 0.00 charge, until they ship out the product and remove the funds)
3. The product is actually a back order (I was not told that the product was a back order when I placed it, Best Buy usually provides this information before you purchase the product)
4. You spent alot of money on the card and it could be that they need to verify it. You can go into a store and have them verify it and also ask them to give you a gift card for your trouble (The person then back tracked during the call and said do not go into the store).
5. It is on back order and will be shipped out on October 24. We cannot give you any credit to compensate you for the trouble.

I have wasted lots of time dealing with them and I want to be compensated for this headache. I purchased the product within 2 minutes of it launching. I was one of the lucky few who managed to get an order. The one best buy representative who said that because it is alot of money and "they want to verify things" sounds very fishy like I was being singled out because of my name and the fact that the product is over 2000 dollars. If my name was **** ***** things may have gone differently.

I may reach out to the ******* ***** ****** Legal Support Centre to consider my options and to launch an inquiry into ************** and unfair scrutiny of payment based on names. * **** ** ***** *** ***** ****** *** *** ***** ***** ********* ******* * **** *** ******* ** ** ******* *** *********** ** ****** * ********* ********* *** ** ******* *** ******* ***** *******
Business Response
Date: 24/10/2022
Hello *****,
Thank
you for your recent online purchase. We have found your order and we are very
sorry to hear the the delay on your order to be processed.

A
case has been created for you (********) to assist you with your inquiry.
One of our Customer Experience team member will be in contact with you shortly
to assist.

Thank
you for bringing this to our attention.

Thank
you,
Best
Buy Customer Experience Team
Customer Answer
Date: 24/10/2022

Complaint: ********

I am rejecting this response because:
They lied again and said that I bought the product at 6:00pm when I actually bought it at 9:00am when the product launched. They have also not said they will issue me any compensation (100 dollar credit) for the mixed messages and headache. They are acting like they made no mistakes on their end. Multiple employees told me different information. *** ****** *********** **** * ** * ****** because they have to “verify expensive purchases”. Stop backpedaling now BesyBuy. I was not told how long before my order arrives or given priority for the significance issues at no fault of mine. I wanted to resolve this, but it looks like they want to play innocent for wasting my time. I spoke with a lawyer today and I am filing breach of contract. If they want to take the legal route we can do that. I will also be taking this to the media. I wonder how many times they have done this to people. I have contacted *** Go Public and *** ****** news to expose the ************** I am facing. Let the real truth come out.

Sincerely,

***** ***
Business Response
Date: 31/10/2022
Hello *****,

Thank you for your response and feedback, I have only relayed the information I found and confirmed to me and I truly apologize if this is not what you have expected.

In regards of compensation, we are not required to provide you any compensation upon requests. But we would like to offer you a $50.00 electronic gift card which can be used in store and online as a goodwill gesture. Please do confirm to which email address you would like this to be sent to.

We totally respect on how you would like to pursue this, you may send a letter to our legal team to the following address:

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

I'll be waiting for your email confirmation and should you have any further questions, please feel free to contact us at 1-866-237-8289 or by replying to this email.

Thank you,
April
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:14/10/2022
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.
On 09/09/2022 I placed an order for ********* ** ***** **** ********* *** ********* (Model Number: ******* Web Code: ********) on www.bestbuy.ca and received a confirmation stating that I should be receiving another confirmation with the delivery information and that the order becomes a binding contract subject to the Terms and Conditions when the method of payment is charged. My **** card was charged CAD$20.68 on 09/09/2022 and received a confirmation that my order will be delivered on 09/14/2022.
On 09/14/2022 I received a delivery, however, it was for the wrong item. I called the customer service line 1-866-585-4494 to advise of the error and was advised that and escalation was made to have the correct item delivered.
On 09/23/2022 I receive another delivery, and to my surprise, they again delivered the wrong item. I called again customer service and asked to speak to a supervisor. I was advised that a supervisor is looking at my file and will call me back in 10 minutes.
I then received an e-mail from the supervisor (Nancy) asking me for a picture of the item received, I replied right away and asked again that I still would like a callback. Never received a call, sent another e-mail again that same night but I never received a call. I decided to call again on 09/27/2022 and I was able to speak to a supervisor (Penny) who after a long conversation advised that she will place a new order at no extra charge, took my credit card information and advised me that she is submitting a request to the head office for someone to contact me in the next days regarding my complaint and the compensation for all the trouble and to be able to move the delivery date to the first week of October as my order is just a hose and not a large appliance.
SEE ATTACHMENT TITLED EXPLANATION PART 2
Business Response
Date: 27/10/2022
Hello ****,

We apologize for this misunderstanding. No product will be delivered to you tomorrow, rest assured.

Regarding your formal notice, we have studied it and we understand your frustration but unfortunately, we cannot offer you more than what has already been offered to you.

We learn from our mistakes daily and have been talking to our call center agents to ensure that similar cases will be addressed more efficiently and to enable better communication in a timely manner.

This was a misunderstanding, and we are aware of the trouble this situation has caused you, but we cannot justify the amount you are requesting given the situation and the cost of the product. We are sorry.

If you accept our initial offer, we'll send you the gift card and your refund.

We apologize for any inconvenience and await your feedback.
Vaani

The Best Buy Team
Customer Answer
Date: 31/10/2022

Complaint: ********

I am rejecting this response because:
- It doesn’t cover the hours put to resolve all of the company’s mistakes, including the most recent one, I have confirmed to one of your supervisors to cancel the order as mentioned also on my formal notice but you still went ahead and scheduled a delivery and I had to call again stay on the phone and send emails.
- You’re presenting your compensation in a gift card to force me to do business with your company again

Sincerely,

**** ******
Initial Complaint
Date:14/10/2022
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.
As you can on p 1 of the attached we had an air fryer from best buy that had been recalled.
we sent it back in May (see the confirmation on p2), and they declared they did not receive it and they are not processing any refund (p3).
Business Response
Date: 16/10/2022
Hello
*****,

Thank
you for sending in your inquiry.

For
any inquiries about the Insignia Air Fryer recall, this is being facilitated by
a third party in accordance with ****** ****** guidelines. Therefore, any further
inquiry in regards of your recall, you MUST go thru the ****** ******** ***************

For more information:
*****************************************************
***************************************************************************************************************************

Thank
you for bringing this to our attention.

Thank
you,
Best
Buy Customer Experience Team
Initial Complaint
Date:14/10/2022
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 the extended warranty on my tv through Best Buy. I had an issue, filed a warranty claim and it went to a repair company Sept 1/22. On Sept 19/22 the company returned my tv, but in the delivery process it got wet because it was pouring rain when they insisted on delivering it. It seemed okay so the company left, however 2 mins later I realized there was water dripping from one corner. When I plugged it in, there was clear water damage on my screen. I immediately called the company AND Best Buy - the company refused to help and claimed it didn't rain that day, so Best Buy assured they would help resolve it. I sent Best Buy the video from my security camera which clearly shows the delivery driver carrying it to my door in the pouring rain. Every time I spoke with Best Buy they assured they would call me back... fast forward close to 15 hours total spent on the phone speaking with your call centre, I have sent the video 8 times, have been promised call backs which never come, and they insist they are following up with a resolution. On October 11/22 I spoke to a customer service supervisor who promised me that I would be getting a store credit back within 48 hours to purchase a new tv, it had all been noted on my file (case# ********). I didn't hear back, so I called today and was told by another supervisor that there would be no credit, she was wrong, and that the case is closed. I have a recording of the first supervisor promising the credit. I have video proof that the delivery company lied to you, it was in fact pouring rain and I can show that. My tv is damaged, I did not cause it, I was promised a credit to replace it, and now I am back to square one... no one is following up, no one will hear me, no one will watch the video proof YOU asked me to submit... I have been a loyal Best Buy supporter up until now, but this is absolutely beyond stressful for me, I want my credit and a customer service contact who can actually help resolve this.
Business Response
Date: 24/10/2022
Hello,
Thank you for contacting best Buy.
Our Assurant/Geek Squad team is in contact with the customer in regards of this inquiry that is currently in progress.
Thank
you for bringing this to our attention.

Thank
you,
Best
Buy Customer Experience Team
Customer Answer
Date: 31/10/2022

Complaint: ********

I am rejecting this response because:
I heard from geek squad, but we are still working on a resolution.

Sincerely,

***** *******
Business Response
Date: 09/11/2022
Hello,

Customer have been
provided a solution by Assurant/Geek Squad department.
Television have been
replaced in -store as an exception and previous protection plan have ben
refunded.

Thank
you for bringing this to our attention and your case will now be closed.

Thank you,
Best Buy Customer
Experience Team
Customer Answer
Date: 10/11/2022

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:14/10/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased from Best Buy Canada an online digital code for ****** ********* digital code. This purchase was made back in September. I have yet to receive the code and have been told no refunds can be given on digital products. I understand this, however I am not willing to pay for a product I have not received. I have spent countless hours on phone calls, using the chat option and email to resolve this issue. A month later and I have yet to receive the product I have paid for.
I have followed the advice, checking spam and junk folders and even sent an alternative email for them to send the code to. Yet, nothing. I receive emails daily and know my email account(s) are not the problem!
I need to receive the product I purchased or a refund if they are unable to send it to me.
I will never deal with an online order from Best Buy Canada again and will warn others against using them for any type of digital content.
I am at a loss of how to resolve this issue as no-one seems to be able to help. ******** ****** ******************** ***************** ************
Business Response
Date: 16/10/2022
Hello ********,
Thank
you for your recent online purchase. We have found your order and we are very
sorry to hear the difficulty you are experiencing with the order.

A
case has been created for you (********) to assist you with inquiry.
One of our Customer Experience team member will be in contact with you shortly
to assist.

Thank
you for bringing this to our attention.

Thank
you,
Best
Buy Customer Experience Team
Initial Complaint
Date:11/10/2022
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.
I purchased an ******** Air fryer (on line) June 28, 2021, invoice #*********.
I received a recall email on April 21, 2022, (due to fire hazard) and followed all instructions. In due course I received a package for return transport of the fryer, which was then picked up by courier. As of this date I have yet to receive the gift card promised as recompense and no response to email communication asking for an update.
Business Response
Date: 14/10/2022
Hi *****,

We are sorry about the experience you faced with regards to your product.

Please let me know whether you previously reached out to ******** using either of the below methods.

Online Portal: www.********airfryerrecall.expertinquiry.com

Hot-Line: 1-877-650-5411

They usually would be the best team to assist you with the recall process and any other issue you may encounter.

Look forward to your response.

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:11/10/2022
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 bought a warrenty through best buy for my phone. I was told when I bought it, minor repiars would be haned in store, or I would grt a full replacement if it could not be fixed.
Somewhere in the middle of my contract, they changed their plan and didnt notify me. Kept collecting my monthly payments.
I am being told I need to give them $200 and a $1500 deposit, so they can sned me a refurbished phone (these are valued at about $500 now). I didnt even pay $1500 for my ohine brand new. And now they want a bigger deposit for a refurbished phone at a higher cost. I can literally go buy this phone brand new for less then waht they claim their refurbished phones are worth.
I was told if this happens, I would receive a NEW phone, not a repaired one.
Ideally, i just want MY phone repaired. But they refuse to do this. It is a camera issue, and the camera issue is not worth $200.
None of this makes sense.
I asked them to just return my warrenty money since they are not honoring what I paid for and changed my contract without notifying me.
Business Response
Date: 20/10/2022
Hi ********

I am sorry to read about the issue you have faced following your BestBuy purchase. I understand your frustration, and this is in no way the kind of experience we strive to provide to our valued customers.

Please allow us a few more days as we investigate, and we shall revert shortly with a solution.

Thank you for your patience and understanding.

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:11/10/2022
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.
I was encouraged to purchase a geek squad membership for my *** **** *** on April 18/2018 and made payments for 4 years (33.89) for a total for roughly $1500 over this time. Today I went to Geek Squad for assistance with an issue with my *** **** and was promptly told that it was a software issue that Geek Squad could not address and that I would have to see ***** to assist me with my problem. My complaint is that I should have been educated when I was encouraged to buy this plan that Geek Squad does not provide this service to *** Computers and that I would be better off with an ***** Warranty and not a Geek Squad membership for a *** computer. I was later informed by an ***** employee, that **** *** **** *** *** **** *** **** ****** ********* ** **** *** **** ******** **** **** *** ********** ** **** *** **** ***** *********** ** * *** ** ****** *********** I am writing this complaint not to get my $1500 back as I have no hope for resolution to my personal complaint. The managers I spoke with offered no assistance other than offering a $120 gift card to their store which I did not accept as buying something new from their store does not resolve the issue I have with my computer or the geek squad membership. * ****** **** ********* ** * **** ** *** ****** ******** ****** ** *********** **** **** *** *** **** ***** *** *********** ******** ** ******** ****** *********** *** **** ***** **** ***** * ******* *** ****** ** *** ********** ******** ****** ** ******** ** **** **** *** ******* *** **** **** *** *** ******* **** **** **** *** *********

Geek Squad ID: ***************** (this membership has now been cancelled due to the above complaint, lack of service and lack of customer service assistance)
Business Response
Date: 20/10/2022
Hi *****,

I am sorry to read about the issue you have faced with Geek Squad. I understand your frustration and this is in no way the kind of experience we strive to provide to our valued customers.

Please allow us a few more days as we investigate and we shall revert shortly with a solution.

Thank you for your patience and understanding.
Vaani
The Best Buy Team
Initial Complaint
Date:07/10/2022
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.
On Aug 23, I purchased an Appliance bundle from Best Buy online. Order #**********. I was given confirmation and an estimated delivery date. Where the appliances were to be delivered is at a rental home 7 hours away from where I live, so I called to verify the date numerous times to plan my trip accordingly. They gave me a date of Sept 19, 22 so I made the drive to the address and waited. The delivery company called to confirm delivery that evening, they said they were running late. No one showed up or called. The next morning I called the delivery company and they apologized stating Best buy didn't give the driver the correct dishwasher as part of my bundle and that the driver decided not to deliver it. They apologized and the "boss" delivered the appliances on Sept 21.
I contacted Best Buy on Sept 16 to verify when installation of the dishwasher would take place. They said someone from the company would call me. No one did. I received an email asking me when to call me. I called back Best Buy and told them to have someone call me anytime. I called Best Buy on Sept 21 and 23 about the installation and no one returned my call. I was told on both occasions that it was "escalated". Finally on Sept 27 I called and requested reimbursement for the delivery charge as it came late and for my hotel, food and clothes costs incurred as I only planned to stay 2 nights and ended up staying for 2 weeks to get the dishwasher installed by a licensed electrician. To date, no email or phone call has been received from this company.
Business Response
Date: 07/10/2022
Hi ******,

Just reaching out to confirm what we talked about on the phone earlier. I have processed the refund transaction for the delivery fee back to your original payment of method to the amount of $90.39. It may take up to 3-5 business days for the refund to be processed. I have also submitted the request for a $350 E-GiftCard to be sent to your email as promised. It should arrive hopefully by the end of today, or early next week.

Have a great thanksgiving,

The Best Buy Team

Please note that our head office is closed on the weekends. We will be closed on October 10 for Thanksgiving and will be back in office on Tuesday, October 11.

Thank you for visiting BestBuy.ca
Customer Answer
Date: 12/10/2022

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,

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

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Best Buy Canada Ltd. is NOT a BBB Accredited Business.