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Business Profile

Electronic Equipment Dealers

The Source

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

Complaints

This profile includes complaints for The Source's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

The Source has 90 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • The Source

      279 Bayview Dr Barrie, ON L4M 4W5

    • The Source

      155 2525 36 St NE Calgary, AB T1Y 5T4

    • The Source

      1431 3800 Memorial Dr NE Calgary, AB T3J 2C5

    • The Source

      D004a - 3625 Shaganappi Trail NW Calgary, AB T3A 0E2

    • The Source

      1734 1632 14 Ave NW Calgary, AB T2N 1M7

    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 6 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2023

      Type:Product Issues
      Status:
      Resolved
      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 ***** ***** **** 3 headphones from the Source. They refuse to offer an exchange for ***** products, but ask you to contact ***** for repair. So, basically, a consumer cannot return or exchange a defective product to the Source. They will just send you to ***** for a repair.

      Business Response

      Date: 10/02/2023

      Hello; 

      Thank you for letting us know of the situation and I apologize for the inconvenience this may have caused. 

      Our policy is stated on the website under our Returns page as well as directly on the product page that we do not refund or exchange opened ***** Headphones. 
      I have copied the policy that is provided on the product page below. 

      "***** Service Policy:No refund or exchange allowed on open product. From time of purchase, warranty and service of your new ***** product will be handled solely by ***** Inc.
      https://*************.com/en-ca"

      ***** will gladly assist them with the replacement or a repair on their defective device. 

      Kind regards. 

      Customer Answer

      Date: 10/02/2023


      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:01/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Regarding purchase of 2 Pack of ******** 123A batteries from the Source store in *********** Mall store in Calgary on Jan 26, 2023. When installing one of them in the Carbon Monoxide Detector, they didn't work. On Jan 31, 2023 I tried to return them for refund but the Source refused stating their return policy does not allow for return of open battery packages. I even contacted their customer service department with the same results. I rate their customer service as a F because: 1) No one at the point of sale advised me of their return policy for batteries. 2) There was nothing that I could see in the store or by the batteries indicating their policy 3) Nothing on the bile of sale indicating their return policy 4) No compensation or gift card was offered in return Total amount of batteries was $33.59. Although, not a large amount, I found the whole experience distasteful and basically is buyer's beware and absolutely no consideration for the customer.

      Business Response

      Date: 10/02/2023

      Hello; 

      Thank you for bringing this situation to our attention, I apologize to hear of the inconvenience. 

      The return exclusions are provided on the back of the receipt to alert consumers that many items may not be eligible for a refund once opened. Batteries fall into this category as they cannot be guaranteed they are the same battery that was provided in the package at time of purchase. 

      Kind regards. 

    • Initial Complaint

      Date:17/01/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of Transaction:19/12/2022 (dd/mm/yyyy) Store #:******* Store address:** ** ******** ********* QC, CANADA Store Phone #************* Invoice #: ********** What I bought: Memory card Nature of dispute: I bought a memory card from the store when I travelled to ******** which is almost 5 hours drive from my home at Mississauga. I wanted to return the item within 30 days and went to the store. The store manager did take back the item and during refund there was a system glitch so he said it would take few days to show up on my card. I followed up with the store manager multiple times when I was in ******** and closer to the store multiple times and he said it would take some time to resolve. Now I am back to Toronto and he confirmed over the phone and email that I can come back to the store again to get the refund as original refund did not take place. I called Source Call center and they said they are unable to help as it is not an online purchase and original item has been taken back by the Store Manager. I am in limbo as it's impossible for me to drive to ******** to get the 60 dollars refund and be there in the store physically. I just lost my money and will never visit any Source again; it's just horrible customer service experience. *** ** ********* *** ******** *** **** ******* ** ****. ****** **** *** ****** * ****** *** ******* ************ *** *** ************* **** ***** ********

      Business Response

      Date: 10/02/2023

      Hello; 

      We are sorry for the inconvenience of the situation. 
      We have been aware of the situation that occurred regarding the memory stick and the refund and the customer will be provided a gift card in the amount of the receipt. 

      Kind regards. 

       

       

      Customer Answer

      Date: 10/02/2023


      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:03/01/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Dec 18 we placed and order for an **** through the All Access program. The **** arrived on the Dec 21 ,yet we couldn't activate the 24 months game pass ultimate because it didn't show anywhere. I contacted ********* and did all the troubleshooting with them but they notified me the game pass wasn't activated by the partner store(The Source). i got on the phone again and called them , the women on the line explained she needed to activate it and it will be available in 24hours. Now its been over 4 days and its still not working. when they are charging over 1100$ and yet not giving you half of what you are paying for legally.

    • Initial Complaint

      Date:22/12/2022

      Type:Product Issues
      Status:
      Answered
      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 The Source on Dec. 20 as a one stop shop to buy headphones and an ***** ****. I asked what they had available because i saw they had ***** online for boxing week. He said there was only 1 left in the back and no display model. I said i wanted a colored one, but said its fine, so i bought it with a navy **** case and 2 sets of headphones. I paid $ 679.99 for the **** **** and $ 47.99 for the case. I went home it ran sooo slow and had a red color protector over the charging base. I went back to store same day and wanted my money back since it was so slow and it was the last one they had.....The said no! I was treated horribly. I told ***** ****** security on my way out...it turned out that either there was human error or i had a ******* item. It looked new and was space grey...but after researching the product and serial number the the one I purchased in the box was a generation 1, not a generation 6 like it said on the box. I just want what i paid for please.

      Business Response

      Date: 15/01/2023

      Hello  

      Please be advised the customer has been contacted and advised regarding the above mentioned  .

      This file has been closed with our company ,thank you . 

      Kind Regards  

      Customer Relations Associate 

    • Initial Complaint

      Date:14/12/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ** printer/scanner at The Source on Jan 27, 2022. I purchased an additional 2 year warranty from the store. The ** warranty was for one year but I purchased Instant Ink so I got a two year extended factory warranty. ** voided my warranty somehow so neither party will honour my warranty and I cannot use my printer. I have spent several hours trying to resolve this with no success.

    • Initial Complaint

      Date:06/12/2022

      Type:Billing Issues
      Status:
      Resolved
      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 still received no response after filling out The Source online general form last week. Visited their Burlington store twice Nov 28 and 30 and phoned today Dec 5 leaving my number with no call back from the manager. I signed up for a ****** ****** contract at the*** ****** **** store on Nov. 28. Inv #**********. Employee did not setup the plan correctly, as the next day I received a contract from ****** without the proper discounts (my plan is supposed to be $65-20 a month $45 with a $3.30 device upgrade fee per month. Instead my plan is full price with no monthly discount and the device fee is $22.60. Went back to the store 2 days later and the manager could not fix it and supposedly submitted an escalation ticket to ******. ****** has advised me the employee and/or manager needs to follow-up with that dept. internally to have it fixed. It's now been a week. I have received my bill from ****** at this point with the incorrect monthly invoice amount. Can someone please follow-up with this store to rectify my plan? As ****** has stated multiple times this must be corrected by The Source directly. I have already ported my number from my previous carrier and lost my previous decent phone plan because of this.

      Business Response

      Date: 19/12/2022

      Hello,

      Thank you for reaching out to us.

      As per our own records, the manager has been in contact with you regarding the issue and it has been escalated up.  Both the manager and district manager are aware of your situation and all actions are being taken to provide a resolution. Due to the volume from the holiday season, the request may take longer than usual to be resolved. You will be contacted directly for any further updates.

      Customer Answer

      Date: 19/12/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and will close the BBB ticket

      as I have filed a complaint with the CCTS. 

      The issue has still not been resolved, and stating it's not resolved because of ''holiday volumes'' is a disgrace. 

      Sincerely,

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

    • Initial Complaint

      Date:30/11/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Refuses to to give out $100 gift certificate as promised on purchase of **** laptop computer

    • Initial Complaint

      Date:25/11/2022

      Type:Product Issues
      Status:
      Answered
      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 *** last Saturday from ***** ****** Toronto store and today I went to return it to the source store at ******** **** ****** but they refused to complete the return. I called the store before going there and the rep I talked to, said it can be done at their store and also read the return policy on the website which clearly states that Gaming console can be returned open or un opened to any Source store for full refund. I am mad because why they don’t mention it on their website that gaming console can not be returned at any store.

      Business Response

      Date: 19/12/2022

      Hello,
      Thank you for reaching out with your issue.
      Our Return Policy for gaming consoles requires that the console be returned in a salable condition and show no signs of usage.  This means that it must have any marks, the box and packaging must be undamaged, and all included digital content must not be redeemed.

      If the return would still be eligible in this case, and your return was refused, please reach out to our Customer Service Center at 1-************ and one of our agents can certainly look into the issue for you.

    • Initial Complaint

      Date:21/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchase 2 gaming chairs Oct 29, 2022, through the online site of The Source under order number *******. Each chair was $599.99 plus tax, totaling $1, 417.47. Today November 20th, I see the chair has now dropped to $449.99, a very large difference than what I paid. I checked the site for a best price guarantee, and I am with in the 30 days of purchase to request the $150.00 per chair refund. I went on the online chat and was told this does not apply as they are considering it a black Friday sale. This is a really unfair practice to the consumer especially when it is over $300.00 including taxes that are being denied to me. I really don't see the fairness for the consumer in this practice and how the company can refuse to match their own price even though they freely advertise it on the site. This is not peanuts for me and I feel like I have been taken advantage for trying to be a good consumer. I would hope that this practice can be changed, and a refund of the difference be completed

      Business Response

      Date: 19/12/2022

      Hello,

      Thank you for reaching out regarding your complaint.

      Unfortunately, as per our Best Price Guarantee, we do not do price adjustments for special events, such as Black Friday sales.

      You can view our full Policy here: https://www.****************************

      From our Guarantee:

      The advertised product or its price is not part of a “special event” periods such as Black Friday Prices Now, Black Friday Sale, Cyber Days, Boxing Day Prices Now, Boxing Week Sale

    The Source is NOT a BBB Accredited Business.

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