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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

      C10 317 Banff Avenue PO Box 4230 Banff, AB T1L 1C1

    • The Source

      135, 315 - 8 Avenue SW Calgary, AB T2P 4K1

    • The Source

      256-12 100 Anderson Rd SE Calgary, AB T2J 3V1

    • The Source

      4 - 2352 Sissons Drive Portage La Prairie, MB R1N 1J6

    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 4 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:30/10/2023

      Type:Sales and Advertising 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.


      Complaint: ********



      I am rejecting this response because: The confirmation states that it was sent to the email address, and the order will be shipped shortly; furthermore, you took currency from my bank account on October 23, 2023, and did not provide the confirmed product as agreed, which was in your store at that time. After 11 days, you returned the currency to my bank account on November 3, 2023, ***** * ******* ** ****** ************** ********** **** *** ****** **** ** ** **** ** **** ********* *** **** **** ** ******* *** ******* **** ************** ********** ***** ***** ** *** ***** ** **** 



      Sincerely,


      Complainant ** ** ******* I disagree that the item is sold out, as it is available on your website, and the store is not the sole supplier of this product, rather than the pick-up location.
      It is unacceptable that you have collected my money and confirmed the order but have failed to provide me with the service or item that I paid for, ** ******** ** ********** *********, and then offering a straight refund ***** ******* ******** *** ********* *** ********* ****** * ******* **** **** ******** **** *** ** ********* ** ***** ******** **** I request your assistance to resolve this issue.

      ORDER #*******

      Business Response

      Date: 11/11/2023

      Hello,

       

      In your confirmation email it states to wait until you receive a confirmation email to pick up your order. You did not wait for this email and the store had no stock already. We will be unable to assist as we have already extensively dealt with this customer in length. This will be our only response to this matter.

    • Initial Complaint

      Date:19/10/2023

      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.


      Complaint: ********



      I am rejecting this response because: i did go by all that and still had problems they sold me everything used ** * ***** *** *** ***** **** ********* I've had consoles before and no problems like this everything was new not second hand.



      Sincerely,



      ****** ******ny put the used control in the game. So now I have two bad controllers now both with useless Insurance. ** *** ******* ** ****** ** **** **** **** ** ******* *** ********* **** **** I just want my money back now cause to this isn't working out. ****** **** ** ***** ***** ** ** ****** ************

      Business Response

      Date: 20/10/2023

      Good afternoon,

      Here is a copy of the last email correspondence we went to the customer on October 13th, to which they have declined to respond further.

      As outlined in our email we are unable to provide a refund in this instance but the customer has been offered multiple avenues to address this issue; from here it is up to the customer whether they wish to take advantage of those solutions or not.

      *****

      Hello ******,

      Thank you for providing this additional information. Looking at your receipt, I do believe I see the issue; for consoles and controllers, we are only able to replace them over the counter within the first 30 days. After this, ********* handles them directly within the manufacturer's warranty period - that's *********'s policy, not ours, and as an authorized reseller of their products we do have to follow it.

      Now, you do have Extended Protection. That is administered by *******, a third-party company, and their policy is the same as ours; during the manufacturer's warranty period, you should be dealing directly with *********. This is actually to your advantage as this will not affect your total repair/replacement value under the Extended Protection plan, which only kicks in after the manufacturer's warranty expires, or for issues which are not included in the manufacturer's protection. 

      So you have two options here in this case.

      The first is that you can reach out to **** Support at ###-###-#### or by online chat at **************************************************** - as you are still within your manufacturer's warranty period, they should be able to repair or replace that at no cost to you.

      The second option is that once one year has passed and your manufacturer's warranty has expired, you can reach out to ******* and take advantage of your Extended Protection at ###-###-####.

      I hope that this is of help and that you'll be able to get your malfunctioning controller replaced soon!

      Kind regards,

      Dawn C
      The Source Customer Care

    The Source is NOT a BBB Accredited Business.

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