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.

  B 10232 E Whalley Ring Rd Surrey, BC V3T 4H2

• 

  Best Buy Canada Ltd.

  1740 W Broadway Vancouver, BC V6J 1Y1

• 

  Best Buy Canada Ltd.

  1455 United Blvd Coquitlam, BC V3K 6Y7

• 

  Best Buy Canada Ltd.

  1135 Pinetree Way Coquitlam, BC V3B 6J5

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:03/10/2022

  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.

  In April this year, Best Buy issued a recall of certain insignia air fryers and I had one that was recalled.
  
  I registered on the link provided in the email to receive a box - they said this would take 3 weeks. Once it was returned, it would take a further 3 weeks to receive the refund.
  
  The box arrived on July 4 almost 8 weeks after they originally promised. I returned the air fryer in July 6 and have heard nothing since, almost 6 months after the initial email.
  
  I have rang the recall line (its looked after by a third party company) and they say they cannot track it unless I can provide them the *** tracking number. Unfortunately it has been so long, I have miss-placed the tracking number, so they are unable to help me. They suggested I rung ***, which I did, they also have no record of the tracking number because the delivery address the recall agent gave me is not recognised by their system.
  
  As a result, I am left with no one being able to help me all because I didn't keep the tracking number.
  
  Is there anything you can do? All promised time scales havent been adhered to and there is no customer service to support issues. A quick google search has returned many people in the same position.

  Business Response

  Date: 04/10/2022

  Hello Mr **** *****,
  
  I would like to inform you that we have reviewed your case thoroughly and taken into consideration all the information provided. We are aware of the extended processing times for this case and our teams are working hard to satisfy you. If you have sent your product correctly, there is no reason why it was not received. This is unfortunate you don't have a copy of the tracking number. Unfortunately, we would not be able to assists you further on our end as these need to go through ONLY recall team. We invite you to review the requirements and limitation on the website below:
  
  *********************************************************** ******* ******** **************
  
  Thank you,
  
  Best Buy Customer Experience Team

  Customer Answer

  Date: 05/10/2022

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

  The timelines set out came from best buy. The third party recall company used are an agent of your company in this case and should adhere to the timelines you committed to.

  I have tried calling the recall company *0 times and each time I get a different response. They want me to call *** to get the tracking number - *** cannot give the tracking number due to privacy reasons, so this was another dead end.

  I am only asking for my money back to buy another air fryer. There is no reasonably reason why it should take this long and for me to have called as many times as I have each time getting conflicting information. 
  

  Not recording my tracking number should not be a barrier to getting my refund 4 months after it was promised.

  I expect your response to include instructions on how to I get my refund and NOT another stalling response.

  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 12/10/2022

  Hello ****,

  Thanks for the information you have sent. Unfortunately, our partner is unable to locate a return received at their facility with the information you provided, therefore, they have not had a return to generate a credit for you. The *** tracking ****************** past *20 days or is possibly invalid. We only can suggest you follow up with *** and the dedicated line. I apologize for any inconvenience that may have caused.

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

  Thank you,

  Best Buy Customer Experience Team

   

  Customer Answer

  Date: 12/10/2022

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

  You seem to be ignoring the information I am providing. I have run *** many times and they have told me they are unable to provide me with the tracking number as it was one generated by your / the recall numbers business account and it would be a violation of data protection if they gave me the tracking number. This is not an option - please don't ask me to do this again. I have the chat conversation to confirm this from the *** representative.

  I am not understating your resistance here - do you honestly think I would have gone through hours and hours of phones calls and taken my time to make multiple messages here if I was lying? I have probably spent upwards of *0 hours trying to sort this - the will be asking for compensation for my time when you finally resolve this issue.

  I feel I need to remind you that YOU initiated this recall, not me. You can see that I requested a box to be sent to me to return the air fryer. It is the insanely bad organisation that these are not tracked at they are received by the recall company. From what I can see online, this is happening to many other people. 
  
  Once again I will ask to give me what you promised - my refund. 
  

  ****

  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 18/10/2022

  Hi Mr *****,

  I fully understand your concerns, and again, I apologize for the experience and all the delay that occurred. Your case is still being reviewed by our third-party partner, but unfortunately, it can take time regarding the fact they did not receive your product. Be assured that Best Buy and our partner do our best to help you with this.

  Sincerely,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 19/10/2022

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

  So you're confirming that you (the recall company) have NEVER received the air fryer? How has this been confirmed?

  So you're saying I should put a lost claim in with ***? Please confirm if this is what you are saying and I will use this conversation when putting a claim with ***.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 25/10/2022

  Hello Mr *****,

  Unfortunately, it seems that your return cannot be located at the return facility. That's probably why you have not been already refunded. Regarding this situation, it may take longer to determine the outcome because it has to be reviewed. We are aware that you have been waiting for several months and we apologize for the delay. 

  I will keep an eye on your file to make sure the process goes well.

  Best regards,

  Sam

  Customer Care Associate

   
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:29/09/2022

  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.

  We purchased a matching pair of fridge and freezer there has been computer issues with both of them and the fridge computer has gone again It was over 4 months and I did not hear anything back from them so I contacted Best Buy and asked them what was taking so long and they said due to Covid the parts are taking longer then normal so I told them I keep loosing food and they offered me an exchange for the fridge and at the time of purchase we were told that if they cannot repair it it would be a full replacement or better then what he purchased so we went to the store to see what the new fridge looks like and it’s different it will not match the standing freezer beside it I brought this concern up to a worker and he said it won’t be an issue he will exchange the freezer as well He said I have to request an exchange for the fridge with the warranty department and I did so when it came time to purchase the new fridge with the store credit they were unable to exchange the freezer and I had to pay a huge difference in price it is not my fault that ********** change their design and that the cost of the new fridge has gone up they also told me that I purchased a discontinued fridge at the time of the original purchase of the fridge and freezer it was not discontinued they recently discontinued it eight months ago so I went back to the warranty department and told them this issue and they told me that there’s nothing that they can do except repair of the fridge that I currently have so I told them I do not want the exchange I would like my fridge repaired and now they are telling me that it is not economical for them to keep repairing my fridge they said if I repair it they would be canceling my warranty after this repair

  Business Response

  Date: 05/10/2022

  To whom it may concern,

  
  Thank you for your contacting
  Best Buy. Customer is already being assisted by Store representative and Geek
  Squad/Assurant Team in regards of their concern and for any further
  communication.

  
  Thank you for bringing this
  to our attention.

  
  Thank you,
  Best Buy Customer
  Experience Team

• Initial Complaint

  Date:28/09/2022

  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 was informed of a recall on my ******** Airfryer on April 26, 2022. I was told I would receive a box to return the AirFryer, and then once returned I would receive a gift card for $75 to put towards a new AirFryer. I did not receive the box until over 2 months later, and I sent it back with the appropriate paperwork they sent along and mailed it out.
  
  Since then I have heard nothing, and recently received an email saying that the package had not been received and that I needed to call their hotline and give them my tracking number so that they could find my package. Firstly, I was not given any tracking information, so it seems like they are deliberately trying to make it impossible to receive the gift card. Secondly, if the package has been lost, how can someone find it with the tracking? It makes absolutely no sense.
  
  Their hotline is extremely frustrating and unhelpful, insanely long wait times and no help is offered or answers given. At this point Best Buy needs to hold to their promise of the $75 refund so that I can replace the unit that I have been without since April. I used my air fryer almost daily, and it seems that they are purposefully trying to shirk that responsibility by claiming that my item has not been received.
  
  My registration number with ******** is: ******************

  Business Response

  Date: 05/10/2022

  We are sorry for the issues you have had with this recall and certainly understand the frustration with this process and the time it is taking to have this resolved.
  
  This was a voluntary recall, and there were quite a number of participants who applied for it. The partner company managing the recall is both receiving the items and having the gift cards issued, but as I understand it these cards are being issued in batches. However, as it is a partner company which is issuing the cards we have no direct access to this information. I have reached out them to inquire about your case, however.
  
  In the meantime, there is a possibility that this card was already sent to your email, though it might have ended up in your spam folder. Please have a check for an email from a company call ********* this is the company which manages Best Buy's electronic gift cards for us.
  
  When I have further information, I will relay this directly to your email incase this information contains anything personal or otherwise sensitive. I am also sending you an email presently, if you was to reach out to me for any reason concerning this issue, please feel free to reply to that email.

• Initial Complaint

  Date:28/09/2022

  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.

  Date of Transaction: Sep 23, 2022
  Price: $499.99
  
  Order got cancelled on Sep 27, 2022 (after they raised the price to $739.99). The reason was “ ***** *** *** **** ****** ***** ** ******* **** ***** *** **** ***** ******** **** ***** ***************** ************** ** *** *** ** ***** *** ******* **** ** ****** ********** ********* *** **** ******** ** ** *** ** ****** ** ** **** ***** **** ******** *** ***** ** ******* *** **** *****” but still accepting new orders with new price. They should not be allowed to sell it anymore. ******* practice.

  Business Response

  Date: 04/10/2022

  Hello,

  I am sorry for the issue you have had with this order. Unfortunately, issues with backorders do occur and the item is still not available from our site regardless of price. In fact, it does clearly note that this is a backorder item.

  Best Buy does reserve the right to cancel order, especially before payment is collected. In the cases of orders cancelled for backorder issues, eCerts are given to the customer for discounts from future order, and this was given in your case. 

  Again, I am sorry that this issue occurred. But we cannot control the availability of backorder items, and when they are not going to whip, they will not ship. And prices do change. 

  I will be emailing you directly to provide you the eCert code, incase you do not still have it, and the information regarding the eCert, as well as a further offer.

  Thank You

  Customer Answer

  Date: 05/10/2022

   
  
  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. However, the item is a pre-order item that is being released in a few days and they are still accepting new orders that is set at a higher price. The whole thing/excuse of not being able to restock a back order item is a total lie.
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:28/09/2022

  Type:Billing 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 ****** laptop online. It arrived broken. I returned and got another one. It also arrived broken.
  I took it to BESTBUY to return and was told that there are no ******. Also both laptops did not come with 12 months warranty as advertise. There were just a few months left on each.
  
  Instead, I was 'offered' a choice of a much lower model from ** etc. or I was told to purchase GeekSquad as they can 'fix it'. I was told I would get cloud service and VPN in the price, as shown in your chart. Shall i elaborate on those untruths?
  
  1. It is your job to fix a non-working laptop. You made me pay for it!
  2. Your 'VPN service' is nonexistent. There is a limit which is used within minutes. This is not VPN service.
  3. Your 'cloud' is only for the backup. This is not the definition of a cloud.
  
  After you took the laptop to 'fix it', it came back again with the line across the screen. I contacted ****** this time, and they have sent me a new laptop, as they said, the action which was supposed to be done right away. ******* *** ******* ** *** ****** ***
  
  I tried to cancel the service and was told I have to pay for the whole year - ******* ******* ******** *** ********* **** ***.
  
  At this stage, if I have to, I'll take it to the media and to the courts. I want the full refund, every penny. **** ** ********* ******* ********
  
  And also, the phone number of the store on the contract is the number of the ** Bank. Certainly, this is giving me faith in your services. **** **** ******** ** ***** **** ** ** ***** *** *** ****** ** *** ******

  Business Response

  Date: 29/09/2022

  Hello ******,
  
  
  Thank you for contacting us. I am Sam from the Best Buy resolution team. I have reviewed your case thoroughly and taken into consideration all the information provided. 
  
  First of all, I apologize for the experience you had with your Open Box ****** laptop purchase. Unfortunately, it is usual that sometimes a laptop cannot be fixed and that is why Geek Squad offer you to exchange against a new unit. You are a valuable Geek Squad member and your device is covered as long as you are member, for a maximum period of 5 years. 
  You can find the details on this page : *****************************************************************************************************************
  
  Attached to this email you will have the Terms and Conditions that you have subscribed when you signed for the Best Buy Membership contract. As you already know, it states that the cancellation of Best Buy Membership after the first 30 days may be subject to a Service Recovery Fee.
  
  I have also contacted the Moncton store team if eventually we could find a resolution working all together. Please note that they may eventually contact you. I will keep you posted by email as soon as I have an update. 

  
  Sincerely,

  Sam
  The Best Buy Team

• Initial Complaint

  Date:27/09/2022

  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 my ** dishwasher on Sept 17, 2022. Delivery was on Sept 20, 2022 (Delivered). Installation was Friday, Sept 23, 2022. Window was requested after 6pm. Told "Yes, no problem" over telephone when booking the installation. However, email confirmation received was for install window 5pm to 10 pm. Left work early just for this appointment, despite it not being what was confirmed.NO SHOW! NO CALL! I called and spoke with JOE G. ID# ******* @ about 8pm. I was told install is on-schedule. STILL NO SHOW! NO CALL! I called again and spoke with JOE G. ID# ******* @ about 9:38 pm. Sent an email thereafter. Went to the ********* BESTBUY store on Saturday afternoon, Sept 24, 2022, asked to speak with the store Manager. A girl came out, introduced herself as Angela and said she was the Store Manager. Stated my complaint/concern to her in detail. She called Rose and then another associate called HERRIA (Not sure of the spelling). HERRIA continued to argue that it was 3rd party so she could not do anything. As a customer, I HAVE PAID BESTBUY, NOT A 3RD PARTY. I requested that since BESTBUY had MISSED their 5 hour window for which I left work and rushed home, all I was looking for was to walk out with a set date and rough time for the installation. I requested to put a note on my file for install appointment for 6pm on Monday evening, Sept 26, 2022. HERRIA would not listen and continued to argue with me, saying that she can only give me another 5 hour window from 5-10 pm for Monday, Sept 26, 2022. YET ANOTHER NO SHOW!!! NO CALL! on Monday, Sept 26, 2022. I called and spoke with Cathy (Hamilton) ID# ******** who was at least professional and courteous. She took down all the above information, but could not solve the issue. This is the 2nd NO SHOW NO CALL, with me waiting for 5 hours in the hope for someone to show up.

  Business Response

  Date: 06/10/2022

  Hello,

  As per our email correspondence, I am glad we were able to get this installation completed and come to an acceptable resolution. 

  We are sorry that this has occurred. Yes, the contractors are third party which does mean we do not control their scheduling. But Best Buy does take responsibility and will try to work with the contractors and the customer towards an acceptable resolution always. When issues arise with contractors hired through us, there are multiple paths for resolution, but scheduling is best done directly with the contractor. Best Buy does always stand ready to support its customers, however, and we at the Customer Experience team do appreciate being made aware of issues when they arise.

  This matter has been resolved with the customer and service has been completed, but Best Buy will continue to improve the services we provide, and follow-up on those services when issues do arise.

  Thank you,

  Best Buy Customer Care

• Initial Complaint

  Date:26/09/2022

  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 shipped back my air fryer that was recalled due to the safety concern in June with the amount I paid for it attached. I received the egift card that has incorrect amount in August so I escalated this to the so called dedicated team. Yesterday I called to check if there are any updates on this escalation. The rep refused to provide any details and ask me to wait to be contacted, which is exactly the same words they told me in August when I raised this issue. Clearly the team are not dedicated enough to take care of this dragging this for almost another two months, and we customers are left with no choice but the endless wait. The lack of efficiency and care for customers would be a big deterrent for us to consider Best Buy ever again.

  Business Response

  Date: 06/10/2022

  Hi *******
  
  Apologies for the delay.
  
  Please let us know whether you were able to receive some help from the ******** team and whether you attached your BestBuy invoice onto your initial request for refund.
  
  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:23/09/2022

  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.

  On August 24th, 2022 I have ordered online off Best Buy Canada a pair of ******* ****** Buds 2 Pro which was in total of $271.59, the courier they have chosen to use was ****** **** with a order number **********. My order was shipped the next following hour after the order was placed and was scheduled to be delivered on the 29th of August. I have proceeded to wait along the week for my package to arrive, however during that time the last scan was “item in transit” in Mississauga Ontario at 8:45am and several days has gone by and I still have not received my package, I contacted ****** **** on several different days getting more information on where is my package and why is it not been scanned for days, they claimed there seems to be an issue with my package and was told to wait 7 days with a case number *********. On September 1st I get a package scan from ****** **** that my item was in Scarborough being held at a secure facility and the tracking details noted I should contact customer service at ****** ****, the one online agent has been rude and has not tried to help me with my package and told me to continue waiting a few more days when I asked what’s happening with my package since it’s at a secure facility and they did not answer my question when the tracking details have told me to contact them. Later on that day I get on the phone with ****** **** to reach out again about the same issue and the one lady on the phone said that something has happened with my package and it could of been lost or the tracking details could of been damaged that it was untraceable, but then why is a scan that it’s at Scarborough even coming through? I got another case number ********* and was told to wait 3 additional weeks, I reached out to Best Buy regarding the situation for days and they refused to offer a refund after they were investigating the matter with ****** **** and told me to “keep waiting” I am frustrated, I am also withdrawing my consent to have this posted public.

  Business Response

  Date: 23/09/2022

  Hello ****,
  
  Thanks for your message and patience.
  
  We have completed the investigation to approve your claim. The refund has been issued to your original method of payment. Please allow 3-5 business days for the amount to be reflected on your bank statement. 
  
  As a customer service gesture for the delay and inconveniences, we will honour a 10% off up to a maximum of $100 (Excluding gift cards, Geek Squad services, Marketplace items, ****** ****** ***** Products, or Bundled items) on your next online order. To apply the discount, please contact our call center at 1-866-237-8289 and reference your order number.
  
  If you wish to re-order the item at the same price and need assistance, then please contact us at 1-866-BESTBUY (237-8289). Ensure to reference your order number.
  
  Thank you,
  
  Queenie
  Associate, Executive Resolution
  The Best Buy Team

  Customer Answer

  Date: 27/09/2022

  
  
  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. They are going forth with a refund as described in the email.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:23/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order (*********** *) with Bestbuy on September 21, 2022 at 10:56hr. I received a notification on my email that this order was placed. At 11:22hr, email from Bestbuy confirmed that I can go to the store to pick up item. On September 22, 2022 around 15:10hr, I went to the Southside Bestbuy store to pick up my online item. The employee told me that the item was already picked up on September 21, 2022. I did not authorize anyone to pick up my item at this store, and I did not pick up on September 21, 2022. The store manager, (Chantel) unable to provide me the time and person who picked up this item on Sept 21, and not willing to provide me a full refund. I totally lost my trusts and confidence that Bestbuy is unable to secure my already paid and purchased item and gave it to someone else without verifying all the information for that person who picked up my item. I had to spend another $700 plus for the same item at another store location due to this item sold out quickly in hours.

  Business Response

  Date: 26/09/2022

  Thank you for reaching out to us regarding this issue. We apologize for the incident which has occurred and have already reached out to the store and our internal investigations teams to start an investigation into this matter.
  
  Please be assured, Best Buy Canada takes issues such as this quite seriously and we will not only work to resolve this current issue, but seek to improve our services so similar incidents do not occur in the future.
  
  We kindly ask for you patience while this investigation is underway. During the investigation, Best Buy may reach out to you for further information by phone or email. Once the investigation is completed a resolution will be provided. 

  Customer Answer

  Date: 27/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is not fair to me for my ordered and paid item was giving away to a stranger by your store staff without proper documentation verification.  I have already paid for this item online prior.  You store staff is incapable to safeguard my item and especially *** is hard to get. When I arrived at your store to pick up the item, your manager is unable to tell me who, when picked up the item on Sept 21, and a follow up phone call by your manager Chantel she was unable to provide any information on who and when my item was picked up. It seems to me this is a cover up and it is not fair to me.  I demand for a full refund ASAP.
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 03/10/2022

  This incident is currently being investigated with the store and our internal investigations department as an incident of *****.

  I do highly recommend you contact law enforcement if you are unsatisfied with this process. 

  As stated to your previously, I am sorry that this incident has occurred, but any claims such as these require investigation including viewing of video evidence and other records.

  As for our staff not providing you with information on the person who picked up the item, it is illegal for our company or its staff to provide you information regarding other individuals regardless of the situation. Best Buy will cooperate with any and all request from law enforcement, however, so should you wish to pursue this matter outside of our investigations department, I suggest you contact your local police or the ****.

  Customer Answer

  Date: 05/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It's been 9 full business days since the case has been first opened on September 23 and it seems that nothing is being done. There are no updates and they can't give me a clear answer. All I want from this is a full refund back on the credit card used for this product. This product was fully purchased online and I didn't receive this product, why withhold the money? Customer service representatives have said that this should have taken at least 3-7 business days to complete. An investigation of the staff should the high priority. What are the chances of a random stranger have the same identification as me, pick up the order? Please, just refund me the money and continue the investigation without involving me. Clearly it's an internal conflict within the store.  
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 07/10/2022

  Hello,
  
  ID was checked at the time of pick up and this is being looked into as a case of *****. Best Buy will not be providing a refund or resolution to this issue.
  
  If you do reject this, we encourage you to contact your local law enforcement regarding this issue.
  
  Best Buy will comply with any requests from law enforcement, this includes providing photographic/video evidence from out stores.
  
  You may also initiate a chargeback on the transaction with your financial institution. 
  
  Thank you.

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: honestly being a business, you should be able to refund the money. This investigation has gone on far too long now about 14 full business days. How long do you intend to do this investigation for? When clearly there is problems with staff at this store location. I'm asking for a full refund. 
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:22/09/2022

  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.

  Bestbuy issued the Insignia air fryer which affected the air fryer model I purchased from the Bestbuy at Nov.2nd, 2021. Based on the Bestbuy recall announcement, once Besybuy received the returned air fryer, they will issue me the refund (Store credit) within 6 weeks, however, they received my air fryer at June 24, 2022 and didn't send me any refund.
  
  Then I called the Bestbuy at Aug.29th, 2022, the lady told me they sent me the refund backing in July, but I didn't get anything in my mailbox, the lady said she will send my case to their escalation team and they will re-send me the refund.
  
  However, I still didn't get anything, so I called them again at Sept.1st, 2022 and Sept.15th, 2022. But there is no update, everytime they told me my case has been escalated, but they never provide me any time line.
  
  Today, Sept.21st, 2022, it's been 89 days (more than 12 weeks), I still didn't receive the refund from Bestbuy which they promised they will send me within 6 weeks.
  
  So, now, Bestbuy has both my money and my air fryer, and didn't provide me any update. This is absolutely annoying!

  Business Response

  Date: 23/09/2022

  Hello,

   

  An electronic gift card was sent to your email address on July 15th but it has not been opened. We resent it to you today. Please check your spam folder and look for a message coming from ********.

   

  Thank you and have a good day !

   

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

  Customer Answer

  Date: 27/09/2022

  
  
  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,
  
  
  
  ******** ****