Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
The BBB of Mainland BC handles all complaints for Best Buy and Future Shop nationally. This report reflects customer experiences for all of Canada.

Complaints

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

Customer Complaints Summary

685 total complaints in the last 3 years.
151 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:28/08/2024
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 Monday, July 1, 2024, we placed an order for a fridge ($799 + $80 for shipping).The fridge was delivered on Saturday, July 13. Unfortunately, during the delivery, the movers dropped the fridge, causing severe damage, and left it in our basement. Additionally, our property was damaged during the ******* the next delivery attempt, the fridge arrived already severely damaged, so we refused to accept it.On Saturday, August 17, during the fourth delivery attempt, the delivery team presented us with a new term that would relinquish Best Buy of any responsibility if the fridge was damaged. This condition was not part of the original sales agreement, and not signing the waiver meant the company would not deliver the fridge nor remove the damaged fridge from our basement. We contacted **************** on Saturday, August 17, and were assured that we would receive reimbursement within 1 to 3 business days regardless of when the damaged fridge was picked up. However, despite multiple follow-ups, we received no further response. Our requests for reimbursement for the damage to our property and our offer to keep the damaged fridge at a fair discount were ignored.The delivery company was scheduled to come for the fifth time on Saturday August 24 to pick up the damaged fridge, but they never showed up.After forcing us to wait for them on five separate weekends, causing damage to our property, making us wait for two months, and multiple calls and emails to customer service, we still do not have a fridge that is not damaged or the reimbursement.
Business Response
Date: 03/09/2024
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 apologize for all the inconveniences you have experienced because of this.

We are able to locate an existing case (Case ********) in regards of your inquiry and our Customer Experience team member will be in contact with you shortly.

Thank you for bringing this to our attention.

Thank you,
Best Buy Customer Experience Team
Customer Answer
Date: 04/09/2024

Complaint: 22206066

I am rejecting this response because: There has been no action taken by Best Buy to reach out to me with a solution. I emailed customer service a response to their email on August 30th at 11:38am referencing the case # and have had no response since.

Sincerely,

***** ***********
Business Response
Date: 12/09/2024
Hello,
The following have been communicated to the customer under Case ********.

While Best Buy typically offer a 10% discount for damage, but as an exception, we are willing to provide a $150.00 discount on the unit.

Regarding property damage, a damage claim must be submitted on the customer's behalf, and no direct compensation can be provided for this issue.

To proceed with a full refund, the unit needs to be picked up from customers home. Alternatively, we can provide a $150.00 discount to keep the unit AS IS and submit a property damage claim, with an adjuster arranging repairs.

Additionally, we can offer a $50.00 electronic gift card as a goodwill gesture.

We are waiting for customers response on how they would like to proceed on their case.

Thank You,
The Best Buy Team
Initial Complaint
Date:26/08/2024
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.
Bought a laptop on (August *******) at a Best Buy store in ****** to use it on my trip. Next day I was in ******** to get a flight ?? to another country, realized the computer wasnt working. Brought the broken device and its receipts to a Best Buy store in ******** at ************************** to get the laptop fixed/changed or credit at the store with the same value (almost 500$).They refused to help me. They just took the broken computer and said they would only give me my money back when I go personally in ******** with the original box of the laptop. I dont have much money, but I had to find a way to go to ******** (cost me 200$ round trip) and they refused to give my money back Having to travel to ********, just because the manager herself REFUSED any other way for me to get a refund. I offered her if I could ship the boxes to the store in ******** and she said she would only accept if I bring the boxes of the accent laptop PERSONALLY. She made fun of my speech impairment (I am on the autistic spectrum disorder), also made fun of me missing my flight.An ableist is not fit to manage anywhere, specially a store like Best Buy
Business Response
Date: 26/08/2024
Hi *******,

We are terribly sorry to hear about your recent experience at the ****** and ******** stores.

We have opened an investigation to resolve this situation. To further investigate on your behalf, we require the following information. Please send the following information as a reply to the email we have send to you from *****************************************:

- Receipt/order number, the email and phone number for the original purchase.
- The address of the stores where these interactions took place.
- Model and serial numbers of the unit.
- Photos of the unit originally purchased if possible.
- Any further details on the interactions with the two stores.

As soon as we have this information we will use it to continue the investigation and work toward a resolution.

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
Initial Complaint
Date:26/08/2024
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.
Below is the summary in bullet points:- Bought Sennheiser Momentum 4 headphone online on May 23, 2024 - Exchanged it in-store (at ********************************************) on Jun 12, 2024 because of the bluetooth connectivity issue - headphone would disconnect for 1-2 minutes and reconnect automatically, happened 4 times in 2 weeks.- Tried to return it in-store (at ********************************************) on Jul 3, 2024 because of the volume adjustment issue - when connected to my devices, headphone cannot adjust below 30% of the volume, e.g., either 0% or 30%, and I have to press the physical button to achieve 10% or 20% of the volume.- Cashier did not allow for a refund to my original payment, but only for store credit, telling me it is because of hygienic reason. I explained that it is manufacturing problem, and the fact that it will be sent back to the manufacturer, it should not be at customer's expense. I said this is customer's expense because we cannot get our money back and we are stuck with BestBuy for the next purchase if we want to spend the credit. Nevertheless, I reluctantly accepted the store credit because I lost confidence in trying out another pair.- 30 minutes later, I reached out to the customer service online. They said I can get my money back to my credit card because of the same reason I explained, that it is not my fault but the manufacturing issue. I was asked to go back to the store.- 10 minutes later, I went back to the store. Another cashier urged me to take the store credit. He offered me discount on a more expensive headphone. I took it because I did not want to cause him more inconvenience. But I never unboxed it.- Tried to return in in-store (at **************************************************************************) on Aug 15, 2024. ******* told me I have to deal with the original store for refund.- Contacted customer service through online chat twice on different dates because I was promised to get a callback after the first time but it never happened.
Business Response
Date: 26/08/2024
Hi ****,

We're terribly sorry to hear about your recent experience the stores located on *********************** and ***************************************

We have opened an investigation to resolve this situation. To further investigate on your behalf, we require the following information. Please include it in a reply to the email sent to you from *****************************************:

Receipt/order number, the email and phone number for the original purchase.
Receipt/order number, the email and phone number for the replacement unit.
Any gift card or store credit numbers if they were issued.
Any further details on the interactions with the two stores.

As soon as we have this information we will use it to continue the investigation and work toward a resolution.

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:23/08/2024
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.
Bestbuy just cancels any order I place at all or any order my household family members place. Delivery or pickup orders made online all get cancelled. I do not understand why. I have shopped with best buy for over a decade. I am now unable to purchase anything as they keep cabcelling the order for no reason at all.
Business Response
Date: 28/08/2024
Hi *****,

We have received your case in regard to a complaint you have made to the Better Business Bureau.

After a further investigation by our team, it was determined that your account may or may not be compromised and your online orders have been cancelled as a result. As such, we would recommend you reach out to your banking institution for further assistance and complete any purchases in store at this time.

Please note, as per our terms and conditions, we do reserve the right at any time to reject, correct, cancel, or terminate any order for any reason whatsoever. Please see the link below for more information:

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

If you have any questions or concerns, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Customer Answer
Date: 29/08/2024

Complaint: 22184699

I am rejecting this response because:
I have tried multiple payment methods with multiple institutions. All authorizations are approved but BestBuy cancels the order afterwards. It seems like BestBuy has blacklisted my name and address for no reason.

Sincerely,

***** ****** Musajee
Business Response
Date: 03/09/2024
Hi *****,

As per our last response, our team has advised your account may or may not be compromised and as such your online orders have been cancelled as a result. As such we would recommend you reach out to your banking institution for assistance and complete any purchases in store at this time. We will be unable to assist any further with having your online orders approved at this time.

Please note, as per our terms and conditions, we do reserve the right at any time to reject, correct, cancel, or terminate any order for any reason whatsoever. Please see the link below for more information:

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

If you have any questions or concerns, please don't hesitate to reach out.

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 11/09/2024

Complaint: 22184699

I am rejecting this response because:

why was the fpllowing order cancelled? My bank approved it i spoke with then as well

Order #**********

Sincerely,

***** ****** Musajee
Business Response
Date: 17/09/2024
Hi *****,

Thank you for your response!

We have spoken with our team and unfortunately, at this time, we are unable to approve of any online orders for you. We would recommend you complete any purchases in store at this time.

As per our terms and conditions, we do reserve the right at any time to reject, correct, cancel, or terminate any order for any reason whatsoever. Please see the link below for more information:

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

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 17/09/2024

Complaint: 22184699

I am rejecting this response because:

What is the reasoning behind this? Initially you said that its issues with my payment method. Now I'm being told I cannot place any online orders. Why is this going on? This is incredibly frustrating and not an appropriate response from a company like BestBuy.

***** ****** Musajee
Business Response
Date: 20/09/2024
Hi *****,

As per our previous responses, we have advised that there may be an issue with your method of payment and thus your orders have been cancelled. We do are not able to provide you with any further information at this time.

Unfortunately, we are unable to approve of any online orders for you. We would recommend you complete any purchases in store at this time.

As per our terms and conditions, we do reserve the right at any time to reject, correct, cancel, or terminate any order for any reason whatsoever. Please see the link below for more information:

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

Apologies for any inconveniences.

Thanks,

The Best Buy Team
Customer Answer
Date: 20/09/2024

Complaint: 22184699

I am rejecting this response because:

this is absolute ridiculousness. Theres no merit and my payments have never had issues. You guys are not acting in good faith and are trying to mask reasons.

Sincerely,

***** ****** Musajee
Initial Complaint
Date:19/08/2024
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.
RECEIVED KITCHENAID SLIDE IN ELECTRIC RANGE YKSEG700ESS PAID ******* PLUS TAX WITH 2 YEAR WARRANTY WITH GEEK SQUAD THROUGH BEST BUY, RARELY USED THE ***** FOR THE 1ST YEAR AS IT WAS AT OUR COTTAGE, THEN MOVED THERE AND STARTING USING REGULARLY A YEAR LATER, PUT CLAIM IN MARCH 29, 2024, TECH LOOKED AND ORDERED NEW PLATE FOR BOTTOM OF OVEN AS IT WAS DETERIATING FAST THROUGH THE METAL, WE CHANGED IT AND UNDERNEATH THE PLATE WAS SO HEAT WARPED, WE THINK A FIRE HAZZARD AS SO CLOSE TO OUR WOOD FLOOR AND IT DOES GET SUPER HOT, CANNOT EVEN TOUCH THE ***** OF THE OVEN DOOR WITHOUT OVEN MITS, AFTER SEVERAL CALLS AND CHATS ONLINE GEEK SQUAD SAID IT WILL NOT BE COVERED AS IT IS A MANUFACURERS DEFECT AND IT WASN'T SEALED PROPERLY, THEY CONSIDER IT AS COSMETIC, TOLD TO CALL MANUFACTURER, THEY SAID GEEK SQUAD WOULD HAVE TO COVER IT AS THEY WOULDN'T, THEY WOULD OFFER 30% OFF A NEW ONE, I DO NOT WANT A NEW ONE, WE PURCHASE A HIGHER QUALITY AS THAT IS WHAT WE THOUGHT WE WERE GETTING AND I SHOULD NOT HAVE TO PURCHASE ANOTHER ONE AFTER 2 YEARS, I WOULD HAVE BEEN BETTER OFF PURCHASING A CHEAP RANGE
Business Response
Date: 20/08/2024
Hi *****,

We are reaching out to follow up on the case surrounding your Kitchenaid range.

We would be happy to investigate the situation and help resolve the situation.

To further investigate on your behalf, we require the following information, please send it to us as a reply to the email we sent you from *****************************************:

   Receipt/order number.
   Email and phone number for purchase.
   Model and serial number of the unit.
Additional photos of the unit and issue, showing the inside and outside condition.
Please include the previous correspondences with the Manufacturer and Geek Squad as JPEG or PDF attachments
Once received, we will have an investigation underway to help resolve this situation.

Thanks,
The Best Buy Team
Initial Complaint
Date:19/08/2024
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.
22 dollars paid for every month. I Please be informed I had a ******* S22 phone purchased in March 2022 from Best Buy *********************. Upon completion of 2 years term in March 2024. I decided to move to the new model. I tried calling geek squad several times. But sometimes the wait times were too long or the calls got disconnected in the middle. This took me so much time to get back. I was finally able to get hold on Aug 7th. I let them know the same situation and I said I wasn't aware that the plan doesn't get automatic cancellation on return of phone to ***** as the phone was on bring it back. They gave me an incident number and said they would be able to give me refund but they would need a proof of return. I was on call and it kept on disconnecting.I would like to request to cancel my plan and refund the amount that were charged on my card since March onwards.
Business Response
Date: 21/08/2024
Hi ******,

We have received your case in regard to a complaint you have made to the Better Business Bureau for your protection plan charges.

I have reached out to our Protection and Membership Support Team for some more information regarding your cancellation request. The team has advised that a refund dating back to March 19, 2024 has been approved and issued on August 20, 2024. Please allow 3-5 business days for this to be reflected on your account.

If there is anything further I can assist you with, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Initial Complaint
Date:19/08/2024
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.
Purchased Insignia 43" TV from Best Buy in ******************** comes with a one year warranty. We purchased the TV on Sept. 21, 2023. After a few months, when you changed channels, the sound would go out and you would have to go back to the last channel to get sound back. Not a big problem. Starting in July the TV would just shut itself off and wouldn't turn back on. Went back to Best Buy in ******** and they said I would have to call Best Buy customer service because they could not help me at store level. Contacted Best Buy customer service on Tues. July 16. Never heard back. Called again on July 23. **************** agent said I would be contacted in 2-3 business days. No call. I called again on Aug. 12. **************** said I "definitely" would get a call in 2 business days. This is now 5pm on Aug. 16 and no return call and we are now into the weekend. All we would like is a TV that works, a replacement or our money back because they stated that it had a one year warranty. Insignia 43" TV, model # NS-43F301CA22, serial # *************. We also have a Ref # from customer service #********. Been exactly one month since our first phone call and still no resolution. Thank you, *********************
Business Response
Date: 20/08/2024
Hi *****,

We have received your case in regard to a complaint you have made to the Better Business Bureau for warranty issues with your TV.

Based on the warranty information on your unit, you are eligible for repair as you are within the one year's manufacturer's warranty period. To do so, you will need to bring your unit to your nearest local store, and the store will facilitate with sending out your unit for repairs. You will need to bring your original purchase receipt for validation. There may or may not be charges incurred for service or parts.

When you visit the store location, please let the store know that you are there for repairs under warranty for your unit. You can also reference case ******** if necessary.

If you have any further questions or concerns, please don't hesitate to reach out.

Thanks,

The Best Buy Team
Initial Complaint
Date:19/08/2024
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.
On August 13th, 2024, I ordered x1 ''ASUS ROG G16CHR Gaming ** - *********** Core i7-13700f/32GB RAM/1TB SSD/RTX 4060/Win 11) - Only at Best Buy WEBCODE: ********'' through their website, bestbuy.ca - regular $1899.99 CAD + tax, I got it on sale for $1399.99 CAD + tax.My order was delivered to me on August 14th, 2024. Upon taking the ** out of the box, I gave a quick inspection before attempting to start (I never attempted). I turned the ** around to notice the big sticker on the side shows RAM type ''LONG-DDR4 3200 16G*2'' - the ** I ordered is described as RAM type ''DDR5 U-DIMM'' - an entirely different RAM type than what is being advertised on the Best Buy website. I returned the ** to my local Best Buy. They confirmed the website product link with the description still as ''DDR5'' - even though it's only a DDR4 ** in the box. They offered to accept the refund and to try resending the order out to the warehouse, in hopes of receiving the correct product. I asked the best buy employees about receiving the second ** and if the warehouse would be aware that the first ** they sent me was the wrongly advertised product, so they could confirm that I would get the correct product on the second time around.I received the order for the second ** on August 16th, 2024. I took the ** out of the box, and it was the same situation. A ** with DDR4, when I paid for DDR5.I was at my local best buy within the hour (I have to drive 90 minutes round-trip just to fix THEIR mistake - twice). They accepted the refund because the same issue - false advertisement. They were pretty disappointed for me. I have contacted Best Buy CS and submitted a complaint on August 16th, 2024, and was told I would receive an email from *********** in 3-5 business days. I am incredibly disappointed with this whole transaction, especially knowing there could be customers out there that paid for specs they did not receive due to false advertisement.
Business Response
Date: 19/08/2024
Hi ****,

We have received your case in regard to a complaint you have made to the Better Business Bureau for your order.

Please allow me to offer you our sincerest apologies for any inconveniences we may have caused.

There may have been an error on our product page description for this particular product and thus it may have been mislabeled as DDR 5 instead of DDR 4. I have compared the same unit on the manufacturer's website and can confirm that this unit should be DDR 4 and not DDR 5.

Based on the most recent version of the product description page for this unit, the error has since been corrected on our end to ensure that the correct information will be relayed to our customers.

We do recognize that this is an error on our part and would be happy to assist you with a return if you no longer wish to keep this unit. As a gesture of good will, I would be happy to offer you a $100 e-gift card to Best Buy as well. If this is something you are interested in, please let me know and I can have this arranged.

Please let me know if you have any questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 19/08/2024

Complaint: 22155401

I am rejecting this response because:
Because it happened twice. I returned the ** to my closest local store the first time, giving Best Buy the benefit of the doubt. But I was wrong. I returned the first ** to customer service and they acknowledged it was the incorrect ** and that was noted when they sent me the exact same ** a second time. I had to go back to my closest local store a second time, because a mistake that happened twice - a mistake that shouldnt have happened once to begin with. Im being offered a $100 gift card when I spent $60 in gas alone, + 3 hours of my time (split into two different days) just to fix this mistake. I would just like my ** to have the DDR5 with the specs that I thought I purchased due to the advertising on the Best Buy page.
I would have gone about this differently had the mistake been corrected the first time, but twice in a row comes as a slap in the face. And now being told that not only was it just any mistake, but a mistake that lowered the product specs from **** down to DDR4. Very disappointing. I understand mistakes happen, but I shouldnt have to pay the price for that.
Thanks

Sincerely,

*********************
Business Response
Date: 23/08/2024
Hi ****,

Thank you for your response!

I'm sorry you had to go through the process of ordering and returning the product twice. As this was an error on our product page, reordering won't change the product that is being shipped become a DDR5 unit as this unit is originally supposed to be listed as DDR4.

Unfortunately, we won't be able to simply ship out a DDR5 unit to you but, what we can do is we can raise my compensation offer to a $150 gift card to Best Buy. We won't be able to offer anything higher than this amount, however, you can apply this e-gift card to your next purchase. If you are interested in accepting this gift card offer, please let me know what email address we can send this to and we will have this processed as soon as possible.

Please let me know if you have any further questions or concerns.

Thanks,

The Best Buy Team
Customer Answer
Date: 28/08/2024

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:16/08/2024
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 bought a electric range at Best Buy station ************* in August 2023. It was broken in May 2024. I reported these issues to Best Buy in person and Geek Squad over the phone. I waited for them to send me a technician to my home for repair. After they found out they can't fix my range. Geek Squad called me they will give me a replacement range but wait for Burnaby store to call me. I kept waiting but never got any calls.I came in person again. The clerk told me to wait longer till they receive the range. Then I waited for weeks still no reply.I came in person again. The clerk investigated the receipt and wrote down all my details. She promised her managers **** or ***** will call me or email for sure. But I wait for one whole week still no reply. I am very frustrated one of the biggest burner was broken for three months. It is very affected my standard of living. I have no more tolerance on waiting for someone to fix my range. I wanted to add that I paid 5 years extension warranty on that range
Business Response
Date: 19/08/2024
Hi ****,
We are writing to inform you that we have an investigation in progress surrounding the repair of your Insignia Range.

If you have any additional details or correspondence on your repair request, please attach it to this email chain as a JPEG or PDF file to the email sent to you from *****************************************.

In the meantime, if you have any additional questions, concerns, or queries, please let us know with a reply to this email and we would be happy to follow up within ***** business hours.

Thanks,

The Best Buy Team
Initial Complaint
Date:16/08/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase of a washing machine and extended guarantee from Best Buy Canada on August 14, 2024. The 5 yr extended warranty was sold as a 5yr warranty i.e. a 4 yr extension on the manufacturers guaranty. However, BestBuy applies the warranty from the date of purchase and not the date of acquisition. We will receive the washing machine in a couple of weeks but the warranty starts yesterday. We were informed by email today that the dates don't correspond. BestBuy said the sales *** should've told us but would assume no responsibility. In some ways its not a big deal we have a 4y and almost 50 week warranty and so are only cheated two weeks. Over many customers this could add up to huge cost savings for BestBuy. The frustrating part is that they stand by their policy of consumer beware and aren't willing to have the warranty cover the full 5 yrs that we will possess the product.
Business Response
Date: 16/08/2024
I understand you have some questions regarding the purchase of a Protection Plan for one of your items. To ensure we provide you with the most accurate and effective assistance, could you please share your purchase receipt with us?
Were here to help and want to make sure you receive the best support possible.
Thank you, and have a wonderful day.
Customer Answer
Date: 16/08/2024

Complaint: 22150416

I am responding to the request for more information. I am including the email of the warranty that my partner received showing the warranty starts on Aug 14 and a copy of the receipt that is associated with a delivery a couple of weeks later. on August 28.
The complaint is that we paid for a 5 yr warranty but will only have a 4 yr and 50 week warranty because Best Buy started the warranty from our visit to their store and not on the day we will receive the merchandise. We request that we receive what we paid for. that is a full 5 yr warranty that starts on the day we receive the washing machine,
The receipt was sent to my partner but the credit card used for payment is mine. I understand that two weeks out of 5 years is little but the principle of big multinationals taking advantage of consumers to make even bigger profits should not be a pretext for not proving the service that is sold in store. I hope that BestBuy will start our warranty on the day that the product is delivered so that we benefit from the protection paid for
Sincerely,

***********************
Business Response
Date: 23/08/2024
Thank you for providing a detailed explanation of the issue, ***. Theres no need to worry, Ill reach out to you directly via email so we can handle this matter internally. Essentially, what Im proposing is to cancel your Protection Plan and reactivate it on the day you receive your order, ensuring that the coverage starts from that date. There are a few minor details well need to address, but since they involve sensitive information, well discuss them privately.
That said, I sincerely apologize on behalf of the entire team for not providing this information earlier when you purchased your plan. The good news is that we can resolve it now. Does this solution work for you?
Customer Answer
Date: 24/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, my partner and I accept the proposal. We would like to ensure that this does not happen to other consumers, especially since the help line should've been able to change the date to correspond with delivery yet they said it was not possible. Thus for our case we accept the resolution but encourage Best Buy to protect consumers. If the two help-line people we talked to had been able to make this change the process would've been so much smoother.

Sincerely,

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

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