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:17/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 12, 2024 at 23:04:01 PT This is the email I sent to Best Buy (covers my complaint)I am puzzled as to how it could have transpired? I had contacted your customer service to verify my details including calling ****. There was no issue at that end and upon asking customer service I was assured that it would done manually and my order would be processed. A ticket was issued and it still wasnt processed. I fail to comprehend what kind of system do you operate that it doesnt recognize even after I as the customer has verified with your staff. ( I have the transcripts)On top of making calls and being on chat you are not able to rectify the situation says a lot about the system which is FLAWED. The agent who my handled my first call on Friday was absolutely clueless and ill informed and from the likes of it so was her team as they kept on saying that Best Buy doesnt send promotional emails even after I had read it to them what it said about it on your website. Arent they privy to the website and arent they not trained to do even the simplest of tasks, that is to verify information on website.I consider this to be the most negligent of all behaviours and will need to pursue with the Better Business Bureau if the same is not provided by Best Buy as I have spent one too many hours going beyond what was required of me to get the order processed and the response was not only rude but unconscionable. I find it extremely disturbing that you are letting bots make decisions and that too the wrong ones when you know perfectly well what it is going on is wrong and flawed. How many customers do you intend to loose? I have been shopping at your Bay and Dundas store for 14 years and this the result? You should have people on standby just to rectify situations like this as the people whom we contact are not in a position to make decisions and also dont have the tools or resources.I await your reply and how you intend to remedy the situation. *****

  Business Response

  Date: 17/09/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  Please allow me to offer you our sincerest apologies for any inconveniences we may have caused.
  
  We have taken a look at your order and based on what we can see, there is a possible security issue on our end with your method of payment. Unfortunately, at this time, we would recommend trying to place your order again so that our team may consider an approval. 
  
  Please note, as per our terms and conditions, Best Buy does reserve the right to cancel/reject any orders for any reasons. The link to the terms and conditions is below:
  
  ****************************************************************************************************
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22292842
  
  I am rejecting this response because: Best Buy didn't even bother to look into the details of the complaint. If they had looked into the complaint it would be have been apparent the MacBook Air is no longer on sale neither is it available. So how am I supposed to preorder? This kind of behaviour is highly disrespectful and disturbing. There is no contact name/email/phone that they can be reached to arrive at an amicable solution. I have attached transcripts of the conversation that took place with customer service where I was told it would be rectified and that was the reason the order was processed manually. In any case, we happen to be quite busy and don't want to engage in this ping pong correspondence, please offer the device or the one that is available (M3 2024) at the original sale price. You get the sale of equipment and I get what I ordered. I believe this a just solution for both parties. I can go to the nearest store which is at BAY AND DUNDAS an do a POS transaction to avoid the issue of flagging. Looking forward to move forward. I believe that this a fair solution.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 25/09/2024

  Hi *****,
  
  Thank you for your response!
  
  Based on what we can see, the same unit is currently available both on our website and in store. As per the notes on your cancelled order, there was a security issue with your method of payment. Our team recommends you placing a new order online in order for us to consider an approval. You may also visit any Best Buy retail location and they will be able to assist you with placing the order and with the price match as well.
  
  If the price has increased for the same unit, we would be happy to price match your new order. All you will need to do is provide us with your new order number. Unfortunately, we will not be able to provide you with a price match for a different unit as price matches can only be applied to the same unit.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 22292842
  
  I am rejecting this response because:
   As you can see that even after placing two separate orders(1019202025,1019222212) upon getting instructions from your team, they were both cancelled. It was even verified by your verification team. There is a limit to my patience and time spent placing orders and calling numerous times. Each call resulted in getting a totally different reason and how the team was going to stay on the top of the matter and rectify it going forward (attached file). Did it happen? I had **** look into the matter three times. Everything looked good from their end to the extent that they had also approved the transaction as it appeared on my pending list of transactions.

  I fail to understand how and what security issues have popped up because the very next day I was able to get the same item from another store using the same Credit card which was processed in a matter of seconds. Your company has some serious flaws in the system and above all not one person that I called had the resources or authority to do anything worthwhile. What is the point of having customer service where nothing gets resolved and your team cannot reach the proper department? I foresee chaos with placing orders in the future with Best Buy.

  Again, I ask you to provide a name and number where I could reach your team but all I get is a generic email.. It does mean anything. You never intended to rectify and thought I as customer would leave you alone after given the usual proverbial finger. Well, you are right. I don't intend to contact if there is no amicable resolution but will be informing the bureau to contact the media at an opportune time.  I personally am going to file a complaint with the ************************** and consumer advocate.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/10/2024

  Hi *****,
  
  Unfortunately, there is no way for us to push through any orders that are cancelled due to security reasons. This is an automatic process.
  
  I do understand any frustrations you may have, however, at this time, I would recommend you visit any Best Buy retail locations to make a purchase as there is nothing we can do on our end to have the security issue with your method of payment approved. Our staff in store would be happy to assist you with placing any orders in person.
  
  I do want to offer you our sincerest apologies for any inconveniences caused.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 06/11/2024

  I would like to address this issue as it looks the people handing this issue havent taken the time to read or bothered to confirm what is going on with their customer service. ******************** doesnt have a direct number to contact their stores as the call goes to a random customer service agent who is not privy to anything happening at the store(s). This one issue amongst the many issues and run around that I got from Best Buy. All I get is generic reply where they dont take the decency to present their credentials. I have provided all the required details to rectify the issue. Further more, I now demand a compensation for the time I had to waste pursuing such unscrupulous individuals and corporation. No lies or excuses. I am particularly miffed that they hide behind the supposed security flag. Why do they even have a section that supposedly files the same request? Lies, all lies. It reflective of a company doesnt give a monkeys about customers.
  
  Please dont waste anymore of my time!!!
  
  *****

  Business Response

  Date: 21/11/2024

  Hi *****,
  
  As previously mentioned, there is no way for us to push through any orders that are cancelled due to security reasons. This is an automatic process.
  
  I do understand any frustrations you may have, however, at this time, I would recommend you visit any Best Buy retail locations to make a purchase as there is nothing we can do on our end to have the security issue with your method of payment approved. Our staff in store would be happy to assist you with placing any orders in person.
  
  In regard to your compensation request, we will be unable to offer you any compensation for this issue. 
  
  I do want to offer you our sincerest apologies for any inconveniences caused.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  Date:13/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 10th, I placed an order for an M-Spa Mont Blanc inflatable hot tub which was received by me yesterday, September 12th. The tub was inflated as per the owners manual and filled with water and then turned on.I woke up in the middle of the night to a very loud noise outside which was the pump grinding and taking a closer look the tub was completely deflated, empty of water with a pump running dry. I went to my basement to shut the breaker off and my entire family room in my basement is flooded. Looking on the tub itself I couldn't see anything obvious and reinflated it in my garage - away from my house this time. I noted that the date code of the unit was 2021 so this was very old stock.After inflating I used soap and water around the whole tub and it appears there is a leak at a seam on the tub where it was bonded together at the factory. My assumption was that because this was such old stock the material has deteriorated from being in the box which contributed to this.Compounding this, the box was rain damaged and no longer usable. So basically, I have a tub that leaks and needs to go to the dump, and I have thousands in damage to my home due to it - possibly because such an old unit was shipped to **** am looking to Best Buy for some resolution here before I contact my insurance company.

  Business Response

  Date: 13/09/2024

  Hi ***,
  
  We have received your case in regard to a complaint that was made to the Better Business Bureau.
  
  First off, please allow to offer you our sincerest apologies for your inflatable hot tub leaking and causing damages to your home. 
  
  In order for us to look into this, we will need you to provide us with some more information on what happened. Can you please advise where your unit was placed at the time of the incident and provide us with a brief description of the damages to your property? We will also need you to provide us with some photos of the defective unit as well as the damages on your property. 
  
  Once you have forwarded this information over to us, I will pass this along to our team to review and will advise you on the next steps.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22280452
  
  I am rejecting this response because:
  

  All i am asking for here is for the tub to be refunded and I'm not asking for repairs to my home to be paid for. In the interest of excellent customer service in a very lousy situation I would hope Best Buy can accommodate this request as a one time courtesy. The tub sent to me was very old stock which probably didn't help. The box was rain damaged and i have a bad back so no exactly easy for me to return.

  
  Sincerely,
  
  *** **** Ee

  Business Response

  Date: 18/09/2024

  Hi ***,
  
  Thank you for your response!
  
  For a full refund on the tub, we will need you to ship this unit back to us using a return label. As you have noted that this unit is defective causing water damage to your home, we will need to ship this back to our vendor for an investigation. If you no longer have the original packaging, you will need to provide your own packaging so that the unit can be securely transported by the carrier. 
  
  I have attached a return label to this email. Please see the below instructions for the return:
  
  - Include any documentation required by your merchant inside your return packaging.
  - Ensure your package is securely packed, wrapped and reinforced.
  - Affix the return label to the largest side of your package. Your package must be at least 10.2 cm x 15.2 cm (4 inches x 6 inches) to fit the label.
  
  Your return tracking number is ************. Please feel free to drop off your package at your nearest Purolator location, or call ************** for parcel pickup. A refund will be provided within 10 days of the depot receiving your package.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  
  ******
  
  The Best Buy Team

• Initial Complaint

  Date:13/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding our delivery of the ** 2-in-1 washer and dryer machine. We received the delivery a few days ago. It was two ***s doing the delivery and hookup. Also, we had our own pedestal for the machine and we asked if it is possible to put it on top of it. They said due to company regulation they are not able to do so. I understood and that part we were OK with it, however When my wife asked once more and one of the *** said he will do it if we give $20. We were about to pay because the machine itself is so heavy. We were about to agree when the other *** asked us to pay $40. He said this machine is super heavy, and even if it is against the regulation they were willing to do it for favour for some money. They are they made it sound like we were bribing them. My wife and I hesitated a bit because the machine itself was already too expensive and we paid all the service charges and the *** was asking for more money! As we were hesitating, he said he is not gonna do it anymore. They left the machine inside our hallway. We are stuck with it in the hallway outside the laundry room. We are super disappointed with this and the *** even called the customer service in front of me to ask if it is possible to put it on top of the pedestal which we own. We already understood this. The point was that he wanted to bribe us. Then he got mad and made my wife sign the delivery form. She was extremely upset with the situation because we now have to deal with this heavy machine by ourselves. The ***s left without hooking up the machine. He was very emotional, rude to my wife, stubborn, and very hard to understand what he was saying. We had so many options to choose from, but we decided to come to you ***s because our previous experience was amazing. We have never been this disappointed in Best Buy. We are loyal customers of ******************** for many many years and this never happened to us before. We are extremely upset with the situation and asking you what can you do for us.Thank you

  Business Response

  Date: 13/09/2024

  Hi ********,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Please allow me to offer you our sincerest apologies for the behavior and actions of the carrier team that completed your delivery. Please note, it is part of the carrier's procedures where they are not supposed to stack old units with new units, thus we would not be able to send a team back to have your old pedestal stacked on the new machines. What we will do is forward this over to the delivery company for them to review and coach the delivery carriers on this. I will make a request for them to reach out to you to discuss further.
  
  In order for us to take a further look at your complaint, we will require some more information from you. Can you please let me know what your order number is or provide us with a copy of your receipt?
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Tea

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 16 May 2024 my son purchased me a go tracks electric bike online with Best buy, the advertising mentioned that it would be free assembly with this promotion. Upon receiving the bicycle unassembled in the box we contacted Best buy to send over the people that assemble the bike this is where they told us that we have to pay $100 for assembly it was no longer free to assemble and they denied the promotion that was online. I immediately started to have problems with the bicycle as I am a senior and had my son assemble the bike for me, immediately after I rode the bike the crankshaft was broken and the parts of the bike that were supposed to of been assembled by their factory were all loose. We communicated with the warranty department and they sent us the crankshaft VIA mail after a month of not being able to use my bike, we had to repair the bicycle ourselves and I and my son are not professional bike mechanics so we had to go to someone that could help and pay for their help. I started to have problems with my motor fluttering and skipping and I had met an e-bike mechanic that told me the problem is with the motor, we sent warranty all the information we had but warranty wanted videos of the problem which was impossible to do but we did anyways. First of all I am a senior and it was dangerous for me to do the video while the bike was moving. I made four videos where you can hear the motor shifting and skipping, warranty department told us it wasn't the motor and it was the brakes according to what they heard on the video, warranty has no idea what they were talking about when it came to the motor problems I was having because the bike would slow down every single time it would start to skip and flutter. We reached out to customer service and they just passed the buck to the warranty department, and the warranty department told us that they were doing everything they could but they really weren't, there is no agent or repair shop to bring my bike into

  Business Response

  Date: 12/09/2024

  Hi Fiorina,
  
  We are contacting you about your reported issues with your GoTrax Bike.
  
  We're terribly sorry to hear that you are not getting warranty support from the manufacturer on the device you have purchased through us.
  
  In order to be able to process further investigate on your behalf, we require the following information: 
  
      Confirmation of the order number, 1017708155.
      Correspondence with the manufacturer on the issue.
      Documentation of was done to address the issue before reaching out to us.
      Photo/Video of the issue.
  
  As soon as we have this information we will work in collaboration with the manufacturer, to resolve your problem.
  
  At the same time, if you have any questions or concerns, you can contact us at any time. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22264836
  
  I am rejecting this response because: I am still waiting response from customer service ******************** ******, , as I advised him that the warranty department will be sending me a  new motor , but I want Best Buys The Geek squad bike professionals to install the motor for free.  They have not acknowledged this since the email of the 12th of September 523 p.m., I do not trust Best buys customer resolution and I want the ********************** to keep my file opened until my motor has been installed properly.  ******************* advised me that the motor may take up to a month to arrive at my home address.  If Better Business Bureau can help me with the free installation at my home address once the motor has arrived then we can close this file but until then I would appreciate it being left open.
  
  Sincerely,
  
  Fiorina *********

   

  Business Response

  Date: 24/09/2024

  Hi Fiorina,
  
  Thank you so much for taking our call today. It was a pleasure speaking with you.
  
  As per our conversation, we are working to resolve the situation surrounding your Gotrax **** ***************** City Bike purchase by fully refunding you for the purchase.
  
  You will not need to return the bike and may use it as you see fit.
  
  Please note that once this refund is processed, we will no longer have any further involvement or responsibility between you and the manufacturer.
  
  We will send a release with the details to you via email before the end of this week. Once we receive the signed release back from you, we will process a full refund to the **** card on file from the original purchase.
  
  In the meantime, if you have any questions or concerns, please respond to this email, and we will follow up within ***** business hours.
  
  Thank you,

  
  The Best Buy Team

  Customer Answer

  Date: 25/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Fiorina *********

• Initial Complaint

  Date:10/09/2024

  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 ordered a Desktop from Best Buy - it was a third party seller. The desktop arrived, and I couldn't set it up. Seems there was a security partition that I could not get past, and the third party seller did not erase the hard drive properly, even though they boast that their computers are "100% tested" for functionality. I contacted this third party, and have sent the computer back, and am awaiting a refund. I phoned Best Buy, who seemed very disinterested in all the headache this caused me, including an entire day on the weekend, figuring out why I could not set this desktop up. I have now emailed Best Buy 3 times to 2 different addresses, and no response.

  Business Response

  Date: 10/09/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Based on what I can see, it does appear that the seller has issued a refund back to your original method of payment ****** on September 10. 2024 for the full amount of $440.69. It may take 3-5 business days for this to be reflected on your account.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I had heard from a customer service *** finally last night, who seemed to be understanding of this situation, and I was able to give feedback.  I hope you will review this third party seller, and take a good look at their claim that they test all their computers for "100%" functionality.  Shame I had to go to this extent to get your attention.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop through Best Buy marketplace for $555.96 on April 26, 2024. The computer was listed with a 2 year warranty. It overheats and the battery doesn't charge properly. I have requested that they fix it multiple times and I am ignored.

  Business Response

  Date: 09/09/2024

  Hi ****,

  We are contacting you about your reported issues with your Laptop.
  
  To further investigate on your behalf, we require the following information, please send this information in a reply to the email we have sent you from *****************************************:
  
      Receipt/order number.
      Email and/or phone number for purchase.
      Model and serial number of the unit.
      Further details on the issue and any previous correspondence for support.
  
  As soon as we have this information we will work to resolve your problem.
  
  At the same time, if you have any questions or concerns, you can contact us at any time. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  
  The Best Buy Team

• Initial Complaint

  Date:04/09/2024

  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 went into Best Buy/Geek Squad regarding an issue with a sale from Best Buy Marketplace. The manager (*******) waved the fees for my repair. This involved only factory resetting the computer as the third party seller had a bitlock on the computer. The agent Souhayl, cleared my computer. When I attempted to connect my email and the wifi, he told me that he would not help me unless I paid for the service fee as he had already did the work the work for free. I returned home to be unable to access any wifi connection. I brought my laptop into a third party repair shop and they told me the agent had uninstalled the wifi adapter and it was a simple fix.

  Business Response

  Date: 09/09/2024

  I understand that you have encountered some difficulties regarding the repair of your laptop, and I truly empathize with the inconvenience this has caused.

  Based on the information you provided, it appears that your purchase was made through one of our Marketplace sellers. As your purchase does not include a Best Buy Membership or Protection Plan, any services provided by Geek Squad would indeed incur additional charges.

  For issues related to Marketplace purchases, the best course of action is to contact the seller directly through your Best Buy account. The seller has its own Technical Support and *************************** that can assist you further. However, if needed, we can certainly help facilitate communication with the seller to resolve the matter.

  If you have any questions or need further assistance in situations like this, we recommend contacting us directly. We are here to provide guidance on any issues or concerns you may have regarding your purchases.

  Thank you for your understanding, and we hope you have a wonderful day.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because: this was not an issue from Marketplace. This issue was discovered that the employee had disconnected the wifi adapter after I brought it to another repair shop. I doubt this was an accident because when I asked the employee for the wifi password and to help me login to connect my backup and to verify I am the new account holder for the Bitlock information he told me that he has already done a service for free and would charge me if I wanted his help further. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 10/09/2024

  Apologies, but I'm having trouble understanding the point you're making. In your initial complaint, you requested an explanation of the charges, but you also mentioned that the manager waived the fees for your repair. Additionally, you have provided a receipt for an in-store service, which I understand to be the service that you did not have to pay for. Could you clarify this point and specify what resolution you are seeking?

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because:

  i would like this to be invested about the store and to cover the repair fees and additional of my laptop. My laptop was damaged by the Geek Squad employee as it was unrelated to what I went into the store for. This employee purposely damaged my computer. I would have discovered this issue if I was able to connect to the wifi at the store. As I mentioned, he told me he would charge me for any extra time or questions. 

  I would like an apology from the store so that they are aware of the actions of their employee/manager. 
  

  I would also like the seller of my laptop to be removed/banned from Best Buy Marketplace. This issue was avoidable if it was completely wiped. I would never have purchased from Best Buy Marketplace if I know there is no screening of the sellers and Best Buy is not responsible for wiping devices. I lost all my data as a result of this. There are other reviews from the same seller with similar issues. 

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

  Business Response

  Date: 18/09/2024

  I personally apologize if there was any misunderstanding, but Id like to take this opportunity to clarify a few things: Your purchase was made through our Marketplace, so the initial complaint should have been directed to the Seller via your account on our platform, not to Geek Squad, unless you were looking to pay for additional services since you dont have a Protection Plan. However, in good faith, one of our team members tried to assist you at no cost. Later, someone else, an external technician or another individual not affiliated with Best Buy, whose certification status we cannot verify, told you that Geek Squad caused damage to your device. Since you sought external technical services, we cannot confirm whether the damage was caused by Geek Squad or by that other technician. In this case, we are unable to verify where the damage occurred, not to mention the service was provided free of charge by Geek Squad. As mentioned earlier, your claim should have been with the Sellers warranty in the first place. Therefore, I must respectfully deny your request, as we also cannot remove a Seller without giving them the opportunity to address the warranty concerns.

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because: I understand the initial purchase was done through Marketplace and the initial repair was out of good faith, however i was not able to connect to any wifi network and had to bring it into a third party. This problem could have been avoided by the agent allowing me to connect to the wifi and discovering he had disconnect my wifi adapter. 
  

  I would like an apology from the agent that worked on my laptop. Please not do have the store contact me like they did today. They were not able to talk about the case and reached out to me to fix my laptop weeks after I reported the issue. The apology can be sent to my email.

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

  Business Response

  Date: 18/09/2024

  Please note that this claim has already been denied, as the correct course of action would have been to claim the Seller's warranty initially. Additionally, there is no way to verify that the damage was caused by Geek Squad and not by the external technician.

  Customer Answer

  Date: 22/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because:

  I have provided documents to show the work down was a factory rest. There was no reason to have my wifi adaptor disconnected. I explained that I knew there was an issue in the store and asked the employee to help me log into the wifi to test the connection and he told me he would charge me for the service of connecting to this internet. This was a malicious act. 
  

  I have not received an apology from the employee or store to show they are responsible. 

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

• Initial Complaint

  Date:03/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19, I made an order to participate in a promotion. The promotion was to order a ****** Pixel phone and receive a free ****** Pixel watch and a $150 gift card. I received the watch, but not the gift card. The fine print stated I'd receive it via email 2-4 weeks after my purchase. After over a month of waiting for it (July 23), I contacted Best Buy support. At first, they argued that it was $150 *or* (not *and*) a free Pixel watch, but I kept the screenshot of the terms for the promotion, which clearly specified it was $150 *and* (not *or*) a free Pixel watch. After that, they recommended I go to a Best Buy store. I was not around one at the time. Finally, they agreed that I should have received the gift card, but they were backed up and I would get the gift card 5-8 weeks after the purchase date. They assured me not to worry, and that I would receive it.For reference, I was near a Best Buy store shortly after that conversation. When I went to the customer service desk and they said they could not do anything since it was an online order, but that they would follow up on the case and get back to me. No one ever got back to me.At the 8 week mark ******* 15), I contacted support again. I was asked to wait another ***** hours for the gift card. I was given a reference number of ******** for my case. After well beyond ***** hours (September 3), I had not yet received the gift card, and contacted support again. They told me they would escalate the issue and I would receive the gift card in 2-3 days.I feel like Best Buy is hoping that I would forget, and if they push me off for long enough, they wont have to send it to me. I think I have been very patient and I would really like to receive the gift card I was promised as part of Junes promotion. I have the attached the screenshot and transcripts with support if you would like to see them for reference. The resolution to my problem would be either a $150 gift card or store credit, or $150 refund.

  Business Response

  Date: 04/09/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  We have reviewed the picture of the promotion you have provided and it does appear that it is indicated that you would receive both a ****** Pixel Watch as well as a $150 gift card in this promotion. As such, I have issued a $150 e-gift card to Best Buy to be sent to your email address at ************************** It should take 1-2 business days for this to be received in your email address. Please do ensure you check your spam and junk folders.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer Answer

  Date: 05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/09/2024

  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 use their site regularly and make many purchases online. My account has my credit card information and other personal details including home address and phone numbers. My account has an old password that for security reasons I wanted to update. For many months I have tried to change my password only to be met with the same error message, "Something went wrong. Please try again later." Yesterday I gave up and contacted their Account and Password support team through their web site chat support. Case Number: ******** The *** I chatted with seemed very inexperienced and only gave me generic scripted responses about how to change my password on the site, seemingly ignoring the information I had provided. She was unable to do anything to fix my issue or even find someone who could and advised I go to the store and have them fix it. This was both unreasonable and pointless. I then inquired into how I could activate two-factor authentication on the site. She was not familiar with this functionality. Turns out the site does not offer it, despite the American version of the Best Buy site offering this additional layer of security, which should be standard for all commerce sites. She lastly said that she spoke to someone who advised I wait 3-4 hours and try again. It still doesn't work.I called their support line directly and spoke to someone who was more willing to help. I filed an escalation complaint through her, ********, and requested to speak to a supervisor, who was in a meeting at the time of my call, but informed me that they would call me at home at 4:30pm EST. No such call was ever *********** in short, I have an account with sensitive information behind an old password that I'm unable to change hosted on a website that doesn't support two-factor authentication or any other kind of additional security, and the owner of the site is either unable or unwilling to help me.

  Business Response

  Date: 03/09/2024

  I apologize on behalf of the Best Buy team if there was any misunderstanding or incorrect information provided by our *************** This may have occurred because you reached out to ***************** who can assist with your orders, but not with technical support. Regarding the password change, I have confirmed that the process is working correctly. You simply need to go to the "Personal Details" section of your account, enter your current password, and then enter your new password. Your password will then be updated. If there is an issue with your email or the information you provided, we are unable to assist, as that information is private.

  As a reminder, you can add or remove sensitive information, such as your card numbers, from your account at any time if you prefer not to store them. Please note that we are continually working to enhance security across all our processes, including our website.

  Thank you for your feedback. If you need further assistance with the site, you can contact our Technical Support team directly via chat or phone.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 22219704
  
  I am rejecting this response because:

  As has been explained to your support team twice, the ability to change my password on your site has not worked in months. I have attached a screenshot to this complaint proving as such. As well, if your support team was not equipped to handle my issue, they should've been clear about that and directed me to someone who is instead of telling me a supervisor was going to call me back, which didn't happen. As well, when I first initiated a chat on your site, the option is chose before the conversation was Account and Password. Are you saying this person was not the right person to assist me?

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

  Business Response

  Date: 05/09/2024

  Thank you for your continued communication. I appreciate the opportunity to clarify our position and further address your concerns.

  We sincerely regret any inconvenience you have experienced while attempting to update your password. However, after a thorough review, we have confirmed that our system is functioning as expected. The password change process is accessible through your accounts "Personal Details" section, where you can update your password by entering your current one and providing the new password. We have not identified any ongoing technical issues affecting this function across our site.
  
  At this point, we believe we have provided all available options to address your concerns and assist with the issue. Should you have any further technical concerns, we encourage you to reach out to our dedicated Technical Support team directly, who will be able to offer the appropriate assistance.
  We appreciate your understanding and thank you for bringing this to our attention.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22219704
  
  I am rejecting this response because:
  

  This still does not address my issue. I have tried numerous devices, browsers, private and incognito sessions, cleared cache and nothing. It's obviously a unique issue with my account. Since it is your system, you are the best to fix it. If I an to contact your support team directly please provide a means to do so or have them contact me. I cannot remove sensitive information from my account because I have a pre-ordered item sitting on my account and if I remove my credit card, the fulfillment of the order will fail. 

  Also why does your site not offer 2 factor authentication like your American counterpart. I would figure it to be standard for a commerce site. 

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

  Business Response

  Date: 18/09/2024

  Thank you for staying in touch with us. I appreciate the chance to explain our position further and address your concerns in more detail.

  We truly regret any inconvenience youve encountered while trying to update your password. Upon reviewing the situation, we've verified that our system is operating correctly. The password update option is available in the "Personal Details" section of your account, where you can enter your current password and set a new one. At this time, we haven't identified any system-wide technical problems impacting this function.

  Considering this, we believe we've provided all the necessary information and options to resolve the issue. If you continue to experience technical difficulties, we recommend contacting our specialized Technical Support team, who will be more than happy to assist.

  We appreciate your patience and thank you once again for raising this matter with us.

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22219704
  
  I am rejecting this response because:

  This is the exact same response I have been given before. I have requested a way of contacting the proper technical support, yet no contact methods have been provided. I have shown in my attachment that the noted method DOES NOT WORK! I have tried this method on different devices, web browsers, private browsing,  over the span of many months. It's obviously not a technical issue on my end and is an issue with your system and my account. Your refusal to take this seriously really upsets me, and the lack of 2 factor authentication on your site just adds to my frustration. 

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

  Business Response

  Date: 18/09/2024

  As I mentioned in my initial response, you will need to contact our Technical Support team, which is Geek Squad, for assistance with any technical issues related to your account. Regarding the two-factor authentication system, while we currently do not have it available, we are continuously working on improving our site's security measures. However, I am unable to provide an exact timeline for when this feature will be implemented.
  For any technical matters, please feel free to reach out to our technical specialists at Geek Squad by calling 1-844-GEEKSQUAD ***************).

• Initial Complaint

  Date:28/08/2024

  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.

  This store provided my service with ****** and looted $2500 from me in 5 months. They never let me know why did they charge me for that. THE BIGGEST ISSUE IS THEY NEVER HAVE SHOWN ME MY PHONE CONTRACT. I DIDNOT GET ANY MAIL AS WELL. Girl named ***** was my *** who was helping me in activating my line. Later on she never helped me. My e-mail ID associated with the account was taken off without my consent. I don't know to whom they gave my phone. One young Indian guy tried to help me, she immediately stopped him and sent him on vacation from that day onwards, or probably fired him, I don't know. Everything has happened in March. She might be the fraud girl. I have all the receipts and ****** too. After that, I will write formal letter to both Best Buy and ****** to attach and drag you guys to consumer court.

  Business Response

  Date: 30/08/2024

  Hi ******,
  
  We are contacting you to follow up with your recent phone purchase.
  
  To further investigate on your behalf, we require the following information:
  
  -Receipt/order number.

  -Email and phone number for purchase.

  -Model and serial numbers of the unit.

  -Store location this incident took place.

  -Time frame this incident occurred.

  Please send this information in a reply to the email sent to you from *****************************************,

  
  As soon as we have this information we will work in collaboration with the manufacturer, to resolve your problem.
  
  At the same time, if you have any questions or concerns, you can contact us at any time. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  The Best Buy Team