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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:26/10/2022

      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 placed an order for headphones on Thursday Oct 20th. $169.49 was debited from my chequing account as I paid online electronically with Interac to be picked up the next day at the store. The transaction failed when I was redirected back to the website. I have not received a credit for this transaction.
      I contacted customer service on Oct 20 via chat. I was informed it would credit back in 8-10 hours.
      I then called customer support Oct 21 am and was advised it would be corrected.
      I contacted customer service Oct 21 pm and was advised ‘maybe it’s your bank.’ Pardon? I’m an senior manager with a large financial institution and that statement is ridiculous. I was told that ‘those people work in a dept Mon-Fri 9-5 so call back Monday.’
      I then submit an email via the website to provide feedback. I never received a confirmation, or a response back.
      I called back to customer service on Oct 24 and was told it takes 3-5 days.
      I would like my money back and clarity on processing. The source customer service needs to:
      1. Provide policy and procedure to their customer support team.
      2. Set expectation and provide a commitment to their consumer when filing a complaint.
      I understand staffing is an issue everywhere and am empathetic to these support teams as I know they are doing their best. I do however question the support they receive from their employer.
      I would like my money back please.

      Business Response

      Date: 28/10/2022

      Hello

      Please be advised we have reviewed this transaction and your account was credited back from our company on 10/26/22 .

      We apologize for the delay of refund back to your credit .Please allow up to 5 business days for this transaction to reflect back to the original method of payment ,thank you .

      Kind Regards

      Associate
      Customer Relations

    • Initial Complaint

      Date:26/10/2022

      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.
      I placed an order on 13 Oct. It is still not delivered and the tracking shows it is still waiting for ********* to pick it up. I have received orders made after that one. E-mails sent through the Contact Us link on their website have gone unanswered.

    • Initial Complaint

      Date:14/10/2022

      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.
      On 5 Oct 2022, I placed order ******* with The Source online. On 7 October, I received an email indicating that my package has shipped, with an estimated delivery date of 10 October. I was charged by The Source the full price of the products.

      On 11 October, I contacted The Source, and asked where my shipment was because it didn't arrive. The agent assured me that it was on the way and I had to wait, even though the carrier confirmed they had not even picked it up.

      On 12 October, I contacted The Source again, and the agent admitted that they did not know where my shipment was (hadn't been picked up by carrier still), and they would call me later that day or first thing in the morning with an update. This did not happen.

      On 13 October, I called again, asking where my shipment was, and the agent told me that they would have to open an investigation and it would take several business days, and I cannot cancel my order. This is particularly challenging, because I am travelling and need the products to take with me. If it delivers when I'm away, I won't be able to (a) receive the product; and (b) return it for a refund in time.

      I requested to speak with a supervisor, but they said they were too busy and they could not help me and hung up the phone. I then spoke with another agent shortly after requesting an immediate refund so I can get my money back and order the products elsewhere and they said they would process it and to call back the next day.

      On 14 October, I called back to get the status of my refund, but the agent at The Source said it would be several days and I have to wait for an investigation to conclude before they consider giving me my money back.

      The service from The Source has been deplorable, and I just want my money back right away so I can move on. It is not my fault that The Source cannot deliver on their end of the deal, yet they took my money and are holding it until they can remedy their own issues and carry out their own investigation.

    • Initial Complaint

      Date:11/10/2022

      Type:Order 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 3 laptops from The Source online during Back to school promotions

      In late July 26th and 29th The Source sent me email offer ( email- ) -multiple emails with an offer to signup for **** internet through them and receive a $200 bonus giftcard for signing up for **** Internet through the Source in store or Online - as stated in the email offer clearly attached as pdf in this complaint

      I went to The Source store near me showed them my email offer, forwarded the same email to store manager for there verification, they verified and confirmed I will receive the Giftcard on email through either the Source or the **** in next 2 months

      My **** internet activation date is August 15th

      In mid-September they sent me a $50 Bonus gift card- Missing value $150, clearly $200 was not sent

      since mid-September I am continuously calling, emailing them regarding my missing $150 gift card to be processed, sending them proofs of my $200 offer email, order receipt, **** internet order details (as well as **** Account number)- but there CSR online team is asking me to provide order information/offer details multiple times in last 25days, I sent them all information with pdf attachments 4-5times already. Now they went silent after receiving all requested information from me

      Still they did not provide me with my missing $150 giftcard., now as a resolution I want my $200 giftcard on single card, plus extra $200 as compensation

      Person of contact from TheSource
      Lesely (**** residential service team at The Source) - ***********@*********.ca
      Malcolm C. - the Source CSR- ****************@*********.ca
      Maroof S.Source Store Manager -************@*********.ca
      Store Rep- Adrita

      ********* email of giftcard offer
      order receipt
      **** order details





      Business Response

      Date: 13/10/2022

      Hello 

      I have contacted the customer at the  number provided above  to resolve this matter .I have left detailed instruction's to return my call asap @1-************ so I may explain  the resolution to the client  ,kind regards .Laurie
      Roberts  Associate Customer Relations

      T: 1-************
      *** ******* ****** ****** ** *** *** * ******

    • Initial Complaint

      Date:13/09/2022

      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 bought a HP Chromebook laptop from The Source December 2021 in high level Alberta for my 12 year old daughter to use for school. The reason I chose the source for my purchase is that they offer a repair service. https://www.thesource.ca/en-ca/Repair-services (which clearly states they replace cracked screens) . My daughter dropped it and broke the screen, The Source in high level absolutely refused to send it out to be repaired(on my dime). Is it not fales advertising or ***** to offer a service (like a repair service), to get customers to buy products from a store, then when the customer needs said service refuse to provide it.

      Business Response

      Date: 17/09/2022

      Hello,

      We apologize for any inconvenience with this issue.  Please contact our Customer Service Centre at 1-866-515-5855 and one of our agents can assist you and work on your behalf to resolve this with the store.  Our
      team is available from 9am to 9pm EST, every day except holidays where our
      hours may be shortened.

    The Source is NOT a BBB Accredited Business.

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