Complaints

This profile includes complaints for Best Buy Canada Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Best Buy Canada Ltd.

  102 425 W 6 Ave Vancouver, BC V5Y 1L3

• 

  Best Buy Canada Ltd.

  27 32700 S Fraser Wy Clearbrook, BC V2S 2A6

• 

  Best Buy Canada Ltd.

  100 1876 Cooper Rd Kelowna, BC V1Y 9N6

• 

  Best Buy Canada Ltd.

  1191 Robson St Vancouver, BC V6E 1B5

• 

  Best Buy Canada Ltd.

  90 20150 Langley Bypass Langley, BC V3A 9J8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/09/2022

  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 lifetime warranty phone screen 2 years ago for $35
  My receipt is old and faded, practically unreadable. Able to discern "phone screen" in proper light.
  Best buy is asking me for the numbers on the receipt, or my phone number, which the employee selling me the coverage at the time should have entered into their computer!!

  Business Response

  Date: 29/09/2022

  Hi ******
  
  We are sorry about the issue you have been facing.
  
  As we investigate your case, kindly provide us with an approximate date when you purchased this warranty as well as the store where you purchased this. Were you using another phone number or email address at that time that we could use to trace back to your purchase?
  
  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:21/09/2022

  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've been trying to upgrade my phone for weeks and finding out whether the phone in question is in stock is no easy task now that they forward all phone calls to a central location and therefore you cannot reach anyone in store. Their website also has no way of checking either.
  
  I called their call centre and was told there was 2 at a particular location. I went there only to find that they were only for ****** and not ****.
  
  Very frustrating and poorly managed.

  Business Response

  Date: 22/09/2022

  Hello ****,

  I'm Sam from the Best Buy team. I'm really sorry for the problems you had with our website and call center to reserve a cell phone. Normally, on our website, there is an option to start an activation, by selecting the phone, the store of your choice and the company you want to activate with. Then the store can contact you to give you more information. For example, when doing a search for the Iphone 14, try entering this web code: ******** and you can click on "Start an activation" by selecting the company of your choice. This should help you find out more about the stock available in store for the company you want, in this case ****. 
  
  Hope this helps, I wish you the best.
  
  Sam
  
  Customer Service Associate 

• Initial Complaint

  Date:21/09/2022

  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.

  Best Buy issued a press release and contacted consumers who purchased ******** Air Fryers that the appliances were subject to a voluntary recall in April, 2022. I immediately registered for the recall and received a box to return the appliance Jun 19, 2022. I have followed up repeatedly with the ******** Refund hotline ************** and they confirm the item was received June 21, but today, 3 months later, they will not provide any method of expediting nor estimated date when I can expect my gift card. Social media is full of stories like mine a** **** *** ** *********** ** **** *** ******** ** ********* **** ********** ********** ******* ** ****** ****** **** ***** *********** ** ***** ** *** ******** **** ****. I would greatly appreciate receiving my $75 gift card without further delay and would welcome any additional financial incentive to compensate me for the absence of a small appliance for almost 6 months and counting. At the very least, I want to register this complaint against Best Buy so it forms part of their consumer experience record. Regards* ******* *********

  Business Response

  Date: 21/09/2022

  Hi ******** I am Sam from the Best Buy team. I have reviewed your case thoroughly and taken into consideration all the information provided. I will contact the appropriate team to see if there is something we can do to send you your electronic gift card for the Air Fryer ******** Recall Program. I will keep you posted once I get a response. 

  Thank you,

  Sam

  Customer Care Associate

   

  Customer Answer

  Date: 22/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is merely an acknowledgement of my complaint and it does not provide any firm action to sincerely resolve it.
  
  
  
  Sincerely,
  
  
  ******* *********

  Business Response

  Date: 28/09/2022

  Hi ********
  
  
  Thanks for your email. Unfortunately, as we know, form error handling will never include checking characters after the dot, as there are many possible extensions.
  
  However, the gift card still seems to be in process but due to the legalities involved in the recall process we are not able to provide any sort of supplementary resolutions and the delay is due to the fact that incorrect information was provided. The gift card was sent out with the correct timeline and that it appears there has not been any follow-up to the hotline after our last response which is still the direction you need to go. 
  
  If you want more information please contact the ******** Help Desk at **************, 8:00 a.m. to 5:00 p.m., Monday through Friday.
  
  Thank you.

  Regards,

  
  Sam
  The Best Buy Team

  Customer Answer

  Date: 28/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have been told by Best Buy that my refund would be processed within 6 weeks from the date my email address was corrected, which was August 9th, which is more than 7 weeks ago. Best Buy keeps telling me to contact the ******** product hotline which continues to tell me there is no ETA and refuse to expedite the escalation. I am extremely disappointed with the lack of action and circuitous discussion and let's not forget the insistance that the delay is my fault, even though I patiently waited 8 and 6+ weeks to allow them process it. Both companies had alternate methods of contacting me by telephone or snail mail if they had attempted to resolve the bounced email but they choose not to. Regards, *******
  
  
  
  Sincerely,
  
  
  ******* *********

  Business Response

  Date: 12/10/2022

  Hi ********

  Did you call the line to get more information about your gift card in process? If not, please contact the ******** Help Desk at **************, 8:00 a.m. to 5:00 p.m., Monday through Friday. Like we said previously it is the only way to get more information regarding your file.

  I hope you will get your gift card soon. We are sorry for any inconvenience that may have caused.
  
  

  Best Regards,
  
  The Best Buy Team

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Best Buy did not take any action other than wait a few weeks and resend the same useless information. I was very impressed with the BBB and their facilitation of my complaint. Your efforts were sincerely appreciated! As for Best Buy, I have been very disappointed at their refusal to act on behalf of their customers and this will influence my future purchases. I finally received the gift card (no thanks to Best Buy, they were content to let the process take weeks longer and lend their support to their defective supplier instead of their repeat clients).
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:21/09/2022

  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.

  I purchased a CD video games on Sep 18, 2022 for my kid. Before I process the payment, I asked the staff Jack several times “* ***** **** ** ** *** ***** ** ** **** *** * ****** ***” Jack told me “*** *** ****** **** ** ** **** ********* *** ** *** ****** *** **** ** *** **** *** ***** ******” so today I brought the opened CD back to same store, Jack was not there. The front cashier told me I cannot return it because it’s final sale. I found it so ridiculous, so I started to tell them I was misrepresented by Bestbuy staff and it’s Bestbuy fault.
  Then the store manager Kelvin start to come and show me a paper saying I am ******* to do refund according to Canadian Law. This time I started to use my cellphone to video record in case if I get misrepresented again. Then Kelvin started to ******** me to stop recording and he ********** almost grabbed my phone. His ******* behavior is recording on my phone. And it’s also recorded on your store surveillance, from 5:45 pm to 6:00 pm at front cashier area, if in case you need to review it.
  I got really embarrassed and told him I have right to post this video on social platform to exposed how ********* and **** Bestbuy store manager is.
  I told him no one can touch my cell phone unless the police do. Then he ********** me I don’t have permit to post this video on platform, if I post it he will sue me for his privacy.
  My girlfriend told me it’s not worth to argue for this $40 thing, we can dispute Bestbuy on BBB. Kelvin seems don’t care, he said go ahead and deal with BBB.
  I and my girlfriend both explained to him again how it’s BestBuy’s fault and Best Buy has to pay for their fault too. First, there’s no “final sale” stamp on my receipt. Second, the staff Jack he misrepresented the return and exchange policy on us. Third, it is Bestbuy responsibility to educate the Canadian Law BEFORE the purchase. Fourth, on the back of the receipt, the printing doesn’t state any excluding the items in return and exchange policy.

  Business Response

  Date: 23/09/2022

  Hello *******,

   

  I am deeply sorry about your experience. We will get back to you as soon as we have the result of our investigation.

   

  Thank you for your patience.

   

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

  Customer Answer

  Date: 28/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I do not accept that Best Buy only provide a $45.19 gift card as the refund value of the merchandise. I am deserved to receive the refund because the sales person Jack misrepresented on the refund and exchange policy. I have to receive $45.19 regardless of what I dispute on BBB.

  My major dispute on BBB is what I been mistreated by the store manager. His **** behaviour and *********** language is the major reason cause me to make a dispute. I am asking for a sincere compensation for this. 

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

  Business Response

  Date: 28/09/2022

  Hi *******,

  
  I am sorry but the store leader check our video footage and spoke with Kelvin and the people present on that day and at no point he tried to grab your phone and he also have the right to refuse being recorded.

  
  Kelvin also finished the conversation saying to you, please leave the invoice info for me so I can review with Jack and get back to you, but you walked away.
  

  Now all I can offer you is a gift card of the amount of your purchase because you are right a mistake was made when our return policy was explained to you.
  

  I can also make a refund to a credit card but as I have not access to your payment information I would have to call you and do the transaction over the phone.
  

  Please let me know your choice for the compensation.
  

  Thank you, 
  

  Christophe.

  Customer Answer

  Date: 29/09/2022

  
  
  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.

  Please process with the gift card.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:19/09/2022

  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.

  On Thursday, September 1, 2022, I received a message from Best Buy saying that they had received my order for a black crossbody bag and a package of ******* black pens (order number: **********). On Thursday, September 8, 2022, when I finally received my order, I was extremely dissatisfied with the quality of the items. A pen was damaged and the black crossbody bag was literally smaller than my blue wallet (please see photos attached).
  
  I sent an email asking for a refund on the same day. ****** (the seller responsible for sending me the crossbody bag) claimed that it would take 3-5 business days to process my refund, as long as I provided the necessary info (photo evidence of defects, etc.). I followed the procedure and waited 5 business days for a Best Buy employee to initiate the return process, but that never happened. Instead, a seller from ****** kept pushing me to keep the pens. I have also been told to return my order to a ****** location in Quebec.
  
  On the same day (Thursday, September 8, 2022), I sent another email asking for a return on the pens. *** Brands, the seller responsible for sending me the pens, forced me to go through the same procedure as ******. Again, I had never received a return.
  
  On September 15th-16th, I decided to contact a chat agent to see if (s)he could help me. The first chat agent didn't help me. On the second day, I tried again. The second chat agent didn't help me either. Later on that day, I contacted a third chat agent. While he promised to help me, I highly doubt he will keep his word.
  
  It has been over two weeks, and the sellers are still refusing to start the return process. Best Buy is very disorganized--I didn't receive the official receipt for the pens until the first chat agent emailed it to me. There doesn't seem to be any adequate communication between different departments at Best Buy. If the third chat agent helps me, I'd be very surprised.

  Business Response

  Date: 21/09/2022

  We have decided to refund the customer for this entire order. Funds have been released at our end and customer informed accordingly

  Customer Answer

  Date: 22/09/2022

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

  Yesterday, I spoke to Haya (spelling?) from Best Buy. She told me it would take ANOTHER 2-3 business days to just make the return labels. How can Best Buy refund my money, if I haven't even received the return labels yet?! I have to receive the return labels, THEN go to the nearest ****** **** to make my return! Going through ****** **** will take EVEN MORE of my time! Also, I just checked my bank balance today (Thursday, September 22, 2022, after 7 p.m. EST), and I don't see the refunds in my bank account, as I had suspected. Once again, Best Buy is wasting my time, and really is just forcing me to keep the unwanted products by being extremely slow and unresponsive.

  --***** ******

  Business Response

  Date: 28/09/2022

  Hi *****,
  
  This is the Best Buy Marketplace Team. Kindly note that we have already refunded you for these purchases as a one-time exception.
  
  As you no longer have to return these products, please feel free to dispose of them at your discretion.
  
  Thank you for your understanding.
  
  Best Buy Marketplace

  Customer Answer

  Date: 29/09/2022

  Complaint: ********
  
  
  
  

  To whom it may concern:

  I am STILL NOT SATISFIED with your response! If you had read my last email, I pointed out that it took WAY TOO LONG for me to get a refund, and the return process I had to go through was a NIGHTMARE!!!

  I had also pointed out that I'm struggling to ******* ** ********** **** ****** **********. Again, * ***** **** ******* ** ****** *********** *** *** *********** * **** ***** ** ******* ***** *** ***** ****** ** ********* ** ********* * **** ** **** ********* ******** **** ** ******** **** *** *** ***** ** ******** ** **** ** **** ** ********* *** THEN DON'T KEEP ASKING ME WHY I'M STILL DISSATISFIED WITH YOUR BUSINESS RESPONSE!!!

  If you're STILL in doubt about how I feel about Best Buy/******, READ MY REVIEW ON THE BEST BUY WEBSITE* ***** *** ******** ******* *******!!! Look under the 1-STAR review section to reaffirm how I feel about your company/******!!!

  As I have already stated before, I WILL NEVER BUY ANYTHING FROM BEST BUY EVER AGAIN IN MY LIFE!!! **** ******** ***** **** ******* **** ** ** ***** *** *** **** ** **** *********

  With ****,

  ***** ******

• Initial Complaint

  Date:15/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop on April 9th, 2022 for $1,706.27. The employee informed me that he will give me $129.99 off in exchange for protection of $29.99 a month until it equals that amount. I even went to that branch to inquire about this after 2 days as I what not sure what it entailed. Anyways, I have been charged $33.89 per month by Best Buy from that date till now in September. So I figured out that $29.99 plus tax becomes $33.89. So far they have charged me $135.56.
  
  I called Geek squad to confirm that we are done with each other and they are telling me that I'm signed up until April 9th, 2027. You will note on the receipt, the employee notes instead of paying $240, I get $90 off and get to pay $29.99 to add up to $150 to even out. The 5YR was never mentioned and he cancelled it with his pen. * ****** ******* * *** ******* ** ******** ********** ***** * ***** **** **** *** ** ****** ** ***** 
  Your help in this matter is really appreciated. Thank you.
  
  Regards
  ***** ****

  Business Response

  Date: 15/09/2022

  Hi *****,

   

  I am Christophe a Customer Care Associate, I am writing you to let you know that I will contact Geek Squad to check if your cancellation request went through.

   

  I will let you know the outcome in the next 3 to 5 business days,

   

  Thanks you for your patience.

  Customer Answer

  Date: 16/09/2022

  
  
  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. I will wait to hear from Best Buy.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:12/09/2022

  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.

  June 5th 2022: I ordered online a ****** Tab (Shipping ID: *********) and its keyboard (Shipping ID *********). The keyboard was shipped in few days but I never got the tablet. I contacted the customer service and was refunded my money for the tablet, so far so good. But when I asked to return the keyboard because it became useless (I didn’t get the tablet that goes with), they said the 30 days return policy was over. It is not my fault that I was waiting over a month for the Tablet. Plus, it is an unopened box. I will never buy from Best buy again.

  Business Response

  Date: 12/09/2022

  Hi ***,
  
  
  I am responding to your BBB complaint, ********, regarding the out of policy return of your ******* Keyboard Book Cover Case for ****** Tab S8+ (Pllus)/S7 FE - Black than you ordered. 
  
  Given the circumstances of the tablet not being delivered and time it took to realize this, I understand why you would want to return the keyboard cover and believe the request is reasonable. 
  
  I'm sorry this was not the initial response and I have sent a Canada Post prepaid label to your email. Once received by our warehouse, your full refund will be processed. 
  
  I apologize for the inconvenience this has caused you. Please let me know if there is anything else I can do by replying to the email I sent through the Best Buy system.

  
  Thanks,
  Michael

  Customer Answer

  Date: 23/09/2022

  
  
  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,
  
  
  
  *** *****

• Initial Complaint

  Date:12/09/2022

  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.

  Worst customer service experience
  In store they only partially explained the process of making the customer do the prep work. I asked what if there is a problem. They said I'm sure they delivery people will help you. They didn't. I was left with a situation where the hoses were stuck and dripping, and the delivery people ultimately walked away from a situation because they are so ruled up an incapable of helping. Not a tool in sight. I said a neighbour will help me tomorrow. As a result of this, I was left with dripping water which pooled on the floors and led to some buckling and damage
  At every turn now; *** ****** ****** * ******* ******* *** ******** ******* **** **** *** ******* ********** ****** **** ****** They are bound by poor rules and policy, and digging there feet in. There is no compassion in the situation. Just blame the customer. *** ******** *** ** ***** *** **** *** *********** **** ** ***** ** * ********** **** *** **** ******** **** ******* *** ******* *** *** *** * ********* ** *****
  Further to the poor rules / policies, an accredited appliance person is sent to uninstall and install a dishwasher. When it comes to the washer and dryer, its up to unqualified delivery people and customers to work on that appliance. Yes the difference is dishwashers are hard wired. However, they both involve water and similar lines. Treat both processes with the same respect. Treat people with respect. The delivery people weren't respectful. Neither have the correspondences with Guelph Best Buy's Store Leader. ** ** **** ** ************* *** ******** ******** This is all a legal dance to run from responsibility. *** **** *** ********* ***** ** *** ***** ***** *** *******. At purchase they said if any issue with customer uninstall, they are sure delivery will help. When I explained to Damian and his associate the story in store afterwards, same jargon, delivery people should have helped. Now they back pedal away from it.

  Business Response

  Date: 20/09/2022

  Hello ****,

   

  Thank
  you for your appliance 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

• Initial Complaint

  Date:09/09/2022

  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 purchased a couple of laptops, returned the laptops, and never received my moneyback. I've contacted BestBuy multiple times, and they said they would take care of it. But I never received the amount of $722.28. I want to make a small courts claim against BestBuy but I don't want to pay 100 dollars. But if I make a claim against BestBuy that's $822.28 that would cover the cost of the claim. Is that possible?
  
  Order Date July 20, 2022 at 23:44:45 PT
  Order Number ********** Order Summary
  Product Subtotal $469.95
  Order Discounts -$270.00
  Shipping FREE
  GST $10.00
  PST $12.00
  Order Total $221.95
  
  Order Date July 08, 2022 at 10:22:14 PT
  Order Number 1006721872
  Order Summary
  Product Subtotal $629.99
  Order Discounts -$180.00
  Shipping FREE
  Environmental Handling Fees $0.80
  GST $22.54
  PST $27.00
  Order Total $500.33
  
  Total of: $722.28

  Business Response

  Date: 09/09/2022

  Hello, I am Christophe a Customer Care Associate. 

  The orders were made on the Best Buy Market Place and I invite you to reply to the last message the seller sent you for the order #********** , they were confirming having received the item and wanted to know if you want a refund or an exchange.

  You can message the Seller directly by following these steps below:
  
  1. Visit BestBuy.ca
  2. Click on "Order Status" at the top right of the page
  3. Retrieve your online order by logging into your account
  4. Or – click on "Continue" below “I don’t have an account” to locate your order placed through the guest profile
  a. Enter your order number and email address
  5. Click on "Contact Seller" and follow the screen prompts
  a. If you’ve already started a conversation with the Seller, the message thread will be available below your order details, in which you can reply directly to the Seller about your inquiry.
  6. You’ll receive a response from the Seller within 3 business days.
  7. If you do not receive a response after 3 business days, please click "Contact Best Buy Support" to escalate your issue.
  SEARCHMarketplace - How to Contact A Seller – EN
  
  
  

  For the other order #********** the seller processed a full refund today to you original methods of payment ( ****** account and 2 gift cards), it should be on you account in the 3 to 5 business days.

  Thank you,

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

• Initial Complaint

  Date:09/09/2022

  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.

  I would like to submit a complaint against Best Buy Canada for not giving me full credit as promised. I just received a partial credit of $75.00 out of $157.49. The credit was for the return of the defective ******** Air Fryer. Back in April 2022, I received an email (document 1 attached) regarding Safety Recall of ******** AirFryer with specific models. Based on the model number, I found out my Air Fryer was defective. I called ******** (the manufacturer in US) in this regard and was given a Recall Registration Confirmation Number ****************** (document 2 attached). 
  
  The agent whom I spoke to over the phone, told me that once the product will be returned, I will receive a full credit of $157.49 only if I provide a proof of purchase which I did (document 3 attached). I received a pre-paid return shipping label box almost after 9 weeks after receiving confirmation number to ship the product back. I shipped the product by UPS (document 4 attached).  
  
  On July 15, 2022, I received an e-mail from Best Buy that I have a Gift Card of $75.00 which was a credit of return of my Air Fryer (document 5 attached). I then called ******** phone number 1-877-650-5411 to find out as why I just got $75.00 when I was promised to get $157.49? The agent whom I spoke to over the phone said that I should have got full credit of $157.49 as I had already provided the proof of purchase. The agent said they will escalate this to the concerned authorities and someone will follow up with me. Unfortunately, to date no one called or e-mailed me.  
  
  I need the balance of my credit as soon as possible. This issue has gone too long now for me, I cannot wait any longer. I need to buy another Air Fryer for my kitchen as soon as possible. I request Better Business Bureau to please investigate this issue seriously as why I was given a false promise of my credit and as promised, I should get a full credit of $157.49 not just $75.00. Thank you.

  Business Response

  Date: 09/09/2022

  Hello,

  I am Christophe a Customer Care Associate, in order to help you I need the original receipt and if you don't have it anymore the order number if it was bought online or the store where the item was bought so I can find the receipt.

   

  Thank you, 

   

  Christophe.

  Customer Answer

  Date: 12/09/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was not satisfactory to me. I have attached my purchase receipt. The description is highlighted. This purchase receipt was already e-mailed to Christophe. I received an email on Friday, 09 September, 2022 from Christophe regarding to send my purchase receipt which I did. I don't understand why I am asked again to send when I already sent it. It's just a waste of time. Anyways, I have now attached in this submission. 

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

  Business Response

  Date: 14/09/2022

  Hello,

   

  Thank you for the information I could track your receipt. For this issue on our website it leads you to this page for signing up for the recall :

  Best Buy ******** Recall | Best Buy (expertinquiry.com)

  Where you can find the amount of the gift card "$50 USD for units purchased in the US and $75 CAD for units purchased in Canada"

   

  I am deeply sorry if an employee from ******** did not give you the correct information but we cannot be responsible for this issue.

   

  Thank you Christophe

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by ******** that I will get full refund if I provide the proof of purchase which I did. I also called them today (Wednesday, 14 September, 2022) and the agent said that I should get full refund. This the link to hear the recording: **********************************************************************************. If I don't get my full refund then return my product because I paid a huge amount of $149.99 plus tax. Why should I get refund of only CAN$75.00 for a defective product when I paid $149.99 + tax and also when I am told by ******** that I should get full refund. This is a clear fraud from Best Buy. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 16/09/2022

  Hi ********,

   

  The proof of payment you sent was not accepted but thanks to it I could find the original receipt so now we can send you a $82.49 electronic gift card to complete the compensation.

  To accept this offer you just have to reply to the email I sent earlier,

   

  Thank you,

   

  Christophe.

  Customer Answer

  Date: 19/09/2022

  
  
  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. To accept this offer you just have to reply to the email I sent earlier. I received an email from Best Buy regarding the difference in credit of -$82.49 which will be sent to my e-mail as a Gift Card. I am still waiting. I would like to thank BBB for looking into this issue and helping me out getting my balance credit of -$82.49, thank you BBB for all your help, appreciated!
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 20/09/2022

  Hello ******
  
  Yes, I got my Best Buy Gift Card as a refund yesterday (Monday, September 19, 2022) amount of -$82.49.So now I have got my full refund of -$157.49. You can close the case now.
  Thank you very much for all your help, very much appreciated! Thank you.
  
  ******** *****
  
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