Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

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

689 total complaints in the last 3 years.
154 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:09/08/2022
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 have ordered a washer and dryer. Payed for it in full. It was ordered June 20. They say my order was lost there is no effort on their end to try to contact me. It’s always me phoning or emailing them and half the time I don’t get an answer. I’m frustrated and want my money back for the order I have not received.
Business Response
Date: 11/08/2022
Hi *******

I am reaching out to you regarding your BBB complaint ******** concerning the non-delivery of your washer and dryer.

I have reached out to my Home Delivery team to find out what is happening with your order and refund and will provide you with regular updates in getting this issue resolved.

I will update you by Monday at the latest and will work to get this resolved as quickly as possible. If you need an update at any time, please just respond to the message I sent to you through our support platform for the quickest response from me.

Thanks,
Michael
Customer Answer
Date: 11/08/2022

Better Business Bureau:

I am thankful for their response but I am not convinced that acceptable action is being taken. They have told me multiple times I would be contacted by someone and it never happens. So I appreciate the response but the issue has not been solved yet. At this point in time I would like a refund as I’m done dealing with this situation.

Sincerely,

****** *******
Business Response
Date: 22/08/2022
Hi *******

I'm just closing the loop on the BBB complaint. I apologize for the delay in the refund which has now been processed and I have sent you the $100 e-Gift Card we discussed.

Please let me know if you need further assistance.

Thanks,
Michael.
Initial Complaint
Date:08/08/2022
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.
My 11 year old daughter saved her money and purchased on April 11/2022 a refurbished ******* *** from ***** Canada, a third party seller on Best Buy. The ******* worked fine(although the fan continuously ran) until June 6 when it started continuously shutting down and restarting. I reached out to the seller and had a response promptly. I was able to reset the computer and get it running by the time I spoke with the technician. I let him know the exact issues we were dealing with and he said what I did should work and to call anytime even after warranty. After this the computer worked ok for a few weeks. On July 27/2022, 9 days outside of the 90 day warranty the computer stopped working again. Restarting and not turning on. I reached out and was incorrectly told my computer was previously replaced(which it wasn’t) and it’s past warranty so they cannot help. I pleaded a little more, explained the issue began prior to the warranty ending and and that her computer had not been replaced and was told there is nothing they are willing to do.. at this point I brought it to be diagnosed and was told it’s the mother board and would be $400 to replace. I let the seller know and I then escalated the issue with Best Buy on August 5 and was told they would do nothing as it’s past warranty. I further explained the issue began prior to the warranty and both parties are fully aware of this but still no help. My order number is **********. I have attached bill of sale and some parts of the thread of conversation. If you require more information please let me know. Thank you very much, I appreciate your attention on this matter. My daughter is devastated.
Business Response
Date: 24/08/2022
Marketplace have been in contact with the customer and marketplace seller to resolve the issue. Customer have been provided a $150.00 refund as part of the repair costs.

We will now be closing your case.

Thank
you,
Best
Buy Customer Experience Team
Initial Complaint
Date:08/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a cell phone screen protector from Best Buy multiple times, because although it's $40 ish dollars every time I purchased one with a new phone, I was told it was guaranteed for the life of my phone. The last one I purchased was around October 2020 and on Aug. 6th, I went in to get it replaced, because it was ruined. And I was told that they no longer guaranteed it for the life of my phone and only for one year, which isn't what I was sold. When I asked for a manager to speak to, I had to wait a while, but when she arrived, she basically told me too bad/tough luck. Even after I explained that her employee sold me an item with the promise that it would be guaranteed for the life of the phone...as it had been for years!! The manager's customer service was atrocious...and the employees around her at the time looked embarrassed. I have literally spent tens of thousands of dollars at that store, and I have ended my purchasing relationship there for life because of the way I was treated.
Business Response
Date: 12/08/2022
Hi ****

I am reaching out to you regarding your BBB complaint, ********, concerning your experience at the store and the change in warranty for a screen protector you purchased.

I would like to reach out to the store regarding this issue but information in the complaint does not identify which store you visited, nor the date of the visit. Can you also send me a copy of the receipt so I know for which product the warranty was regarding.

Please respond to the email sent through our support platform as it will be faster that if you respond in the BBB complaint platform.

Thanks,
Michael
Customer Answer
Date: 15/08/2022

Complaint: ********

I am rejecting this response because:
I'm not really rejecting but more replying. I do not have the receipt for this, as it was October 2020 when I purchased it. If you look up my account through my phone number, you should be able to find all the information you need. **************
This was at the Red Deer Best Buy, at 5001 19th St., Unit 800 Red Deer, AB T4R3R1
The fact that one of your employees says one thing, and then there is no accountability throughout the corporation is very troubling. Had I been told there was no longer a life of the phone warranty, I definitely wouldn't have spent $40 (approx) on a screen protector I could easily purchase on ****** for considerably less.

Sincerely,

*** ********
Business Response
Date: 24/08/2022
Hi ****

I have heard back from the store manager, Sinisa.

They are willing to process a refund for the Clearplex puchase. You can then use that to purchase a new one that will come with a 1 year exchange warranty based on the original purchase date.

I understand there was frustration with the last interaction and I believe everyone will work to keep any interaction professional and trust you will be doing the same.

Thanks,
Michael
Customer Answer
Date: 22/09/2022
Hello *******

Thanks for getting back to me so quickly.

I guess my rebuttal response should be this:

Best Buy did offer me to replace the product I paid for, but, I paid for a product they no longer offer. I can get the screen protector through them, sure...but what I paid for was a guarantee for the life of my phone. Nobody pays $40 for a screen protector for their phone...****** sells them for like 5 for $12. They aren't selling a superior product either, even though they suggest they are.

Also, Michael from Best Buy, constantly contacted me outside of the BBB process, to which I told him more than once, that I wanted to trust in the BBB process, and that I wouldn't accept anything less than my money back. I've also paid for this product for my girlfriend's phone, and my ***'s phone as well. I didn't ask for the money back from those purchases, I just wanted to be reimbursed for the one I purchased for my phone.

I will not accept in store credit...I will not be shopping at Best Buy ever again. Buyers Beware.

Thanks again Merlyn!!

***
Business Response
Date: 22/09/2022
Hello ****
The last screen protector was purchased with a gift card which is why the refund needed to go back on a store credit or gift card as we can only refund onto the same form of payment.
The return was offered out of policy as a good will gesture and there was not a lifetime warranty on the product purchased, it was a one year warranty and any replacements, which I understand a few were done, are based on the original purchase date.
I will not message you through our other support system as requested; however, I have no way of responding to you unless you initiate communication through BBB.
We take pride and the training and dedication of our staff and while there may have been a disagreement over the terms of the warranty, our staff did stay professional.
Please let me know if you need further details.
Thanks,
Michael.
Customer Answer
Date: 23/09/2022

Complaint: ********

I am rejecting this response because:
When I purchased the product, their staff told me it was still for the lifetime of the phone. Whether or not they can corroborate this, isn't really my problem. Them saying that they have no proof either way is skirting accountability. I may have replaced the screen protector once in the almost 2 years I've had this phone...not a few times. I don't recall ever having a Best Buy gift card. Where is this information coming from?
I would just like my money back, so I can be done with Best Buy forever. **** ***** **** *** *** ****** **** ** ** ********* ********

Sincerely,

*** ********
Business Response
Date: 04/10/2022
Hello ****

I encourage you to work with the manager at the store to resolve this matter. They are the ones that will process any refund.

Thanks,
Michael.
Customer Answer
Date: 10/10/2022

Complaint: ********

I am rejecting this response because:
I honestly don't understand why the issue is continuously skirted around. I have asked for a refund. I don't want a gift card from Best Buy. Please let me know how this can be processed. I would rather not set foot in your building again.
Also dragging this out so much is becoming very tedious. I'm not trying to be difficult at all. I have stated my wishes.

Sincerely,

*** ********
Business Response
Date: 20/10/2022
The customer has been advised that they can return in-store and work with our team towards processing a refund for their item - which is covered under warranty - back to their original method of payment.

Our store team has agreed to take care of the customer accordingly.
Initial Complaint
Date:05/08/2022
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.
In mid-July 2022 we bought a new dishwasher (approx $650) from Best Buy Canada and chose to have them deliver to our home.

When the delivery people arrived, we made sure to leave the door open for them so they had a clear path. Unfortunately they didn’t care about our property, hitting our door with the new dishwasher they delivered. No apologies; they dropped it and left.

I called to complain and said I can easily fix it, and Best Buy offered $30 compensation in the form of e-card. I simply wanted them to apply it as a credit back on my card and that’s when they offered me a $60 e-card. I stupidly agreed.

When I looked at the dishwasher I noticed that they had dented the door of the appliance and called to inform Best Buy. They apologized (again) and I let it go.

I then scheduled installation ($199). I held up my end of the bargain, but best buys installer didn’t show until 2 hours after the deadline; no call to say he was delayed. He called to ask where I was and I told him that the deadline was passed. Again, no apology.

Unknown to me, he scheduled another appointment for the next day - when I had contractors scheduled to paint our kitchen. I only found out when I called to reschedule the installation, so I had to call our painters and reschedule them, as well as reschedule other appointments so we could get this installed.

When the installer showed up (August 3, 2022) he went to work, damaging the shut off valve for the dishwasher, causing it to leak. Once done, he failed to clean up and left his work area a mess. I cleaned it and called Best Buy to let them know.

I was already unhappy with his incompetence and lack of respect, but this set me off. Best Buy didn’t care either. No compensation has been received at all, even the agreed upon $60 for the damage to our property. They’re only out to get money and don’t care about providing a good experience.
Business Response
Date: 05/08/2022
Hello,

We received a case from customer requesting for rescheduling of his dishwasher appointment for the earliest available date because the technician was running a little bit late and the customer missed the technician arriving. The customer was rescheduled for the following day and this case was assigned to us the very same day. Customer has also requested for free installation and is claiming that the technician damaged their shut off valve. We have a work order and notes left by the technician that there was a puddle of water under the valve before any work was completed and that customer was informed that the valve would need to be changed. The technician did not turn the valve back on since it was found off and leaking. The customer turned it on and the valve leaked. Customer told the tech it was fine and refused to allow the technician to change it. The technician called his office to inform them of this. I have attached pictures the technician took before any work was completed including the leaking valve with water under it.

Regarding the damage to customer's appliance during delivery, we have email confirmation that a $60 gift card was accepted by customer to keep it as is. We offered to open up a property claims with the carriers regarding the damage to customer's property but customer responded in email that we do not need to call anyone about the damage that the carriers caused during delivery. A $30 gift card was mistakenly sent instead of a $60 gift card, however, we have already corrected and informed the agent that was in charge of this, and the correct amount was sent out to customer.

Customer appointment was between the time frame of 7am-12pm and the technician arrived at 2pm. This is a very reasonable delay as technician has other jobs he is coming from and things can come up to make him run behind schedule. The technician had also very reasonably rescheduled customer for the following day as requested by customer that he needed the install to happen the next day in a call between the technician and customer.

Unfortunately we cannot offer customer free installation for the delay with the contractor or the claims that the technician damaged customer's shut off valve. What we can offer instead is another $50 gift card on top of what customer has already been previously offered.

Regards
Customer Answer
Date: 06/08/2022

Complaint: ********

I am rejecting this response because: The pictures I had taken of my shut off valve from when I removed my cupboard doors show no puddle of water. The installer could have called to inform me he was delayed, as that’s a very reasonable expectation, but he didn’t. When he did call me (two hours after the scheduled appointment), I informed him that this would need to be rescheduled and told him that the work must be completed by the following day. He then scheduled it for the next day, but never informed me that he had done so. I found out by calling best buy later.
I wasn’t going to let an unlicensed contractor replace a valve that they damaged and am having my plumber (a reputable, licensed contractor) replace the valve that best buys installer damaged.my plumber will be noting any deficiencies with the best buy installation and best buy will be given the opportunity to either accept the backcharge or uninstall the appliance and either process a return or replace it with a new, undated one, as their delivery people damaged it when delivering.

Sincerely,

***** *****
Business Response
Date: 09/08/2022
Hello,

A compromise has been reached and agreed upon with customer. Customer has agreed to settle with an $85 gift card from Best Buy.

Kind regards
Customer Answer
Date: 10/08/2022

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:04/08/2022
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.
An incorrect phone number on consumers billing statements. Best Buy Canada, Geek Squad Canada need to change the billing number that shows up on credit card statements or bank statements for their consumers.

The number is sent to a software company in Austin, Texas. This software company is NOT affiliated with Best Buy or Geek Squad.

Numerous angry customers call about the billing issue.
Business Response
Date: 11/08/2022
Hi there,

There have been no recent changes to Best Buy or Geek Squad's documented contact numbers, can you please provide a time line of when the issue began?
Please also provide the number in question and an example of what is appearing on the statements if possible.
We'll do our best to look into this.

Please note that we are not able to control mis-dials or customer errors when attempting to place a call.

Thank you.
Initial Complaint
Date:03/08/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will explain my story:

I saw "Blink outdoor wire free" advertisement on best buy Canada website dated on August 01, 2022.

In the advertisement it shows 5 blink outdoor cameras $248.99 on sale as shown in Attachment include free *********** weatherproof gutter mount as per the advertisement showing in Attachment

So I went Lethbridge store to purchase what I saw on the advertisement and paid $261.44 including GST(tax).
After purchase I did not receive special offer item which is (gutter mount) and they said they don't have " free *********** weatherproof gutter mount as per the advertisement showing in Attachment".

They said I need to contact with customer care.

After emails exchange with best buy Canada . they said The promotion is subject to the availability of stock.

*** ** ***** **** **** *** ***** ********** ************* ** ******* ******** ** * *** *** *** **** * **** ***** ******** ******** *** **** *** ***** ***** *** *********** **** ** *** ** *****. * ***** ********** *** ********* ** ********** ************* **** **** ***** **** **** ** *****
Business Response
Date: 03/08/2022
Hi ****,

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: 07/08/2022

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 agree to Pay $20 electronic gift card I am Just waiting for that.

Sincerely,

**** *****
Initial Complaint
Date:28/07/2022
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 April 21/2022 I ordered an ******* ** **** **** ****** * *** Unlocked Smartphone from the Best Buy website for $106.22 including tax. (Order #**********) This was to be a birthday gift for my father in laws 97th birthday on May 8. This is the only type of phone he can use.
Within days after giving it to him it was discovered that there was a problem with the charging port of the phone. I attempted to contact the Marketplace seller that shipped it. After numerous attempts having no success I contacted Best Buy towards the end of May. At that time they informed me they would contact the marketplace seller and I would hear from them within 3 days. I was simply requesting an exchange for another phone of the same type.
I have since contacted Best Buy numerous times asking for a resolution to this issue. They informed me that they too are having difficulties contacting this marketplace seller. Every time I contact Best Buy they tell me they haven't been able to contact the marketplace seller and I need to give them a few more days.
My last contact with them was last week via CHAT on their website and still no response.
The marketplace seller continues to sell this item as well as other items on the Best Buy website. I think they should refund my money and send me another phone for all the aggravation this has been.
Business Response
Date: 02/08/2022
Hello ***,
Thank
you for your online purchase. We have found your order and we are very
sorry to hear the condition you have received the product and we apologize for all the
inconveniences you have experienced because of this.

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: 10/08/2022

Complaint: ********

I am rejecting this response because:
I am still waiting to be contacted by the business with a solution. In their response it was stated that someone would contact me shortly. That was 8 days ago.

Sincerely,

*** *********
Business Response
Date: 10/08/2022
Hello Ray,

We have our agent that is currently waiting for your response on how the seller was contacted. The email was sent on August 2, 2022 from [email protected].

We will send another follow-up to make sure you receive our response.

Thank
you,
Best
Buy Customer Experience Team
Initial Complaint
Date:28/07/2022
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.
It is for a *** controller. They "don't" do instore exchange anymore and now have to go online. I am now on day #14 of just waiting for that ****** **** stamp. After that how many weeks will it be to get there, how many weeks will it be to get processed, how many weeks will it be to receive that gift card for replacement. Would of took 5 min instore to get an exchange when I got there. I filled a complaint, 8 business days for a complaint to get processed. I went on online chat last night with customer service and demanded a refund for my 3 year plan because I wasn't going to wait 2-3 months for a *** controller and buddy said he couldn't help me. Even if I get that ****** **** stamp in 2 weeks, will be going straight to the garbage. * *** ** ***** **** ****** **** *** ** *** *** ******** ****** * ***** ** ********* ******
Business Response
Date: 02/08/2022
Hello *********
Thank
you for your purchase. We have found your order and we are very
sorry to hear the
inconveniences you have experienced on filing the claim.

A
case has been created for you (********) to assist you with you 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:26/07/2022
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 bought a fridge on April 7/22 and it was finally delivered on May 31. The fridge was dead on arrival. I was told by Best Buy to call ** to to arrange a service call on my new fridge. The serviceman came out twice and said it is a major job (compressor) and it is so new the part isn’t even listed. I have tried to get ** to call me back for a week and they wont. Best Buy just sent me to **. I do not have a refrigerator and neither of these 2 companies will help me. They don’t care about customer service.
Business Response
Date: 04/08/2022
Hello ******
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: 30/08/2022
Hi ******,

Best Buy reached out on August 4 and asked more questions which I answered. After several emails, calls and an online chat they reached out again on August 16th to say they are working on it and would respond in 3-5 days. There is still no resolution, just delays.

Regards, ***
Business Response
Date: 31/08/2022
Hello
*****,

Thank
you for contacting Best Buy.

We
have verified that our previous representative have emailed you on August
17, 2022 informing you that the manufacturer will be in touch as they have
approved and will be arranging an exchange. However, we will send another follow-up with
the manufacturer for any update, usually if they do require best buy to
complete this they would provide a return authorization which we have not receive
at this time.
We
will provide an update once we get a response.

Thank you,
Best Buy Customer
Experience Team
Initial Complaint
Date:20/07/2022
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 order on Best buy's website yesterday. I placed it as a guest and diligently entered my home address. When I submitted the order, the address reverted to the one I lived at 10 years ago. I tried to contact the shipping company, but they couldn't help me so they sent me back to Best buy. I tried chatting with Best Buy, but the person I chatted with was not being helpful so I asked for a supervisor. I explained the situation to the supervisor and she was very condescending, sending me back to *********. When I received the confirmation from ********* that the order had been picked up (with a tracking number), I sent them a message via the virutal assistant as I had been advised to do so. Long story short, the address was never updated and the package was sent to my old address. ********* cannot do anything for me and Best Buy is telling me to go get the package with the authorities. I do not know anyone in that area anymore and I cannot go (I don't have a car, hence the online purchase). I just want them to ship the item to me at my home address.
Business Response
Date: 21/07/2022
Hi ********

I received your BBB complaint ******** and am working to resolve the situation.

I have contacted ********* and ask that they try to recover the delivery and redirect it to your ship to address or return it to us for a refund.

There are two different addresses when placing orders. It is possible that you updated your billing address successfully but the delivery address was not changed during the order process. A summary of the order was presented before the it was submitted.

To prevent this from happening in the future, I would recommend signing onto your BestBuy.ca account (if you have one) and removing the invalid addresses:

As well of your billing address.

If you don't have a BestBuy.ca account, I would check your browser autofill settings to make sure your old address isn't prefilling forms with your old address.

Please give me a couple of days to work with the carrier and I will update you as soon as I have new information.
Please respond to the email I am sending through our Best Buy support system for the fastest response.

Thanks,
Michael
Customer Answer
Date: 24/07/2022

Complaint: ********

I am rejecting this response because:

I had a friend drive an hour to go to my old address to pick up the package and bring it to me. In addition to the stress caused by thos, the time wasted on the phone and online trying to get through to someone, I had to pay for gas in order to get the item in time for a birthday party.

Thank you for assisting me, I had a rwply much faster with you than I did with Bestbuy.
Sincerely,

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

Sincerely,

******* ***********
Business Response
Date: 25/07/2022
Hi ********

I understand you were able to get the item from your old address through a friend. I reached out to the carrier to ask them to cancel the pickup and redirection attempt.

Please let me know if you need further assistance.

Thanks,
Michael
Customer Answer
Date: 26/07/2022

Complaint: ********

I am rejecting this response because: I am not satisfied with their lack of action when I initially reached out to them, given what it cost me to finally be able to get the package.
BBB, you may close your file. I will not be shopping at Best Buy anytime soon.

Sincerely,

******* ***********
Business Response
Date: 29/07/2022
Hi ********

I am responding to the rejection of our response to the BBB complaint.

I am glad that you were able to retrieve the package from your old address. I cancelled the pickup by the carrier when you let me know you received the package.

As requested in your rejection, I am closing my case. I do apologize that your experience is not what you were hoping.

Thanks,
Michael
Best Buy Canada
Customer Answer
Date: 29/07/2022

Complaint: ********

I am rejecting this response because: customer's satisfaction does not appear to be a priority for best buy. The messages sent are verify generic. Please advise them to stop writing to me and to ensure my emwil address is reomved from their distribution lists.

Sincerely,

******* ***********
Business Response
Date: 04/08/2022
FOR BBB: Best Buy will no longer be responding to this complaint as per the customers request and consider the matter closed.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

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