ComplaintsforBest Buy Canada Ltd.

• Initial Complaint

  30/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been trying to order a **** A7IV online for the past couple days, Bestbuy website said 1 left at Cambie store so I placed my order only to receive an email saying my order got cancelled. After my order got cancelled the camera became available again the next day, all my 3 orders got cancelled and it's frustrating as I'm a photographer and I need this camera for an upcoming photoshoot. If the camera is not in stock why it keeps showing up and I was able to place my order, very misleading and wasted a lot of my time.

  Business response

  31/07/2024

  We sincerely apologize for the inconvenience youve experienced with purchasing the **** Alpha 7 IV Full Frame. It appears that your orders were canceled during processing, meaning that another order was processed before yours. This can result in a delay between your purchase and what is reflected on the website, especially when multiple purchases are made at the same store. Please note that our Cambie store is one of the busiest locations for camera equipment.
  
  Unfortunately, we do not have the camera in stock at the moment, as of the time of this response, and cannot offer you an alternative. We recommend keeping an eye on future availability, as this particular product has been in high demand.
  
  Since your purchase was never charged due to the canceled orders, we must deny this complaint at this time.
  
  Thank you for your understanding.

  Customer response

  01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't satisfactory to me but there's nothing else they can do and I've decided to shop elsewhere.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  25/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just purchased an air conditioner from Best Buy online. I am happy with the product and of course the pricing, however, the website is very misleading. If you refer to the screen shots I have provided, at no time was it mentioned while purchasing (prior to checkout or at checkout) that there was an additional fee for the Geek Squad to come and help with the initial installation. The only mention of pricing is for additional warranty, which I opted out of. I called today to get an appointment set up for the Geek Squad to come and assist with the installation and I was informed that there would be a $150.00 fee. Now, I am not saying that a company cannot charge additional fees for services, however, I'm nearly positive you should be required to include that information when purchasing any items. I cannot see anywhere on the screenshots that I have included that this is even mentioned. I also clicked the link by the warranty and all it shows you is the same information. I really don't appreciate being mislead and companies continually lining their pockets because of misleading or missing information. Thanks in advance for your assistance with this matter.

  Business response

  26/07/2024

  Hi ******,
  

  We are reaching out to follow up on your case with us involving the online purchase experience surrounding your Air Conditioner.
  

  
  Thank you so much for your business and recent purchase.
  
  We thank you for informing us of the situation and the potential confusion surrounding the service purchasing experience, we will work to improve the process moving forward.
  
  We would like to offer you a $100 electronic gift card as compensation, please confirm that ************************** is the correct email and we can have it sent to you as soon as possible.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  02/08/2024

   
  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

  25/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a washing machine online at best buy.ca. It clearly listed free deliver however after the purchase which was around $1400 we realized we were charged for delivery. We emailed their customer service stating this but they said this item was not included for free deliver, even though the listing clearly stated it and we have screen shots to show this.

  Business response

  26/07/2024

  Dear Valuable Customer,

  We are sorry to hear your concerns about your recent purchase with us. Please note that we have assigned your case to our customer service team, and one of our agents will be reaching out to you to resolve this issue. Kindly respond to our associate email, as they will be more than happy to assist you. 

  Regards,

  Customer Care Team
  **********************
  
  

  Customer response

  02/08/2024

   
  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

  23/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Frigidair stand up freezer(Model-FFUE2022AV; serial # ********** on April 24/2024 at ******************** ******************. it was delivered to my home on May 2/2024. On June 14/2024, it stopped working. I opened the freezer on that morning and everything was starting to thaw, the freezer was not cold at all when I opened the door. (I lost about $200+ worth of food due to thawing). I called Best Buy and they told me that because it was not within 30 days of the purchase, I had to reach out to the manufacturer. I could not understand the person on the phone with customer service so went into ******************** to ask for help. A sales associate there called the customer service and spoke to someone and they sent out a repair man who came to the house on June 20/2024. He said there was a part not working and he would order it in. A week later, he came back with the part and replaced it on the freezer. It was plugged back in and after a few hours the freezer did not get cold at all, it was not fixed. After several trips back to Best Buy and calls to Frigidair customer service, to this date the freezer is still not working. I wanted to return it and get my money back but Best Buy said that was not an option unless ********* approved this. I have been over a month now with a non-working freezer that was only 6 weeks old when it broke down. Can someone please help me with this. You can email my daughter ****, ********************* or call me directly at ************.Thank you,*******************

  Business response

  24/07/2024

  Hi ****/******,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Unfortunately, as your order is past the 30 day return/exchange policy period, we are unable to assist with a return or exchange at this point. From what I understand in your complaint, it sounds like you were advised to reach out to the manufacturer for further support. In order for us to process an exchange, the manufacturer will need to provide us with a return authorization number. The manufacturer will most likely need to send a technician out for an assessment before they determine whether or not a return authorization can be provided.
  
  I do ask that you reach out to the manufacturer as we are unable to assist at this point without the return authorization. If you have already reached out to the manufacturer but they are not responding to you from their end, please let me know your case/claim/reference number and I can reach out to them from our end to see what the hold up is. 
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  24/07/2024

   
  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

  22/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After speaking with a representative at best buy, I was made aware, and sent an email, that they would make an exception for a return over their return time frame. I left my laptop with Best Buy over 17 days ago expecting an immediate refund. After purchasing a new product for double the cost, they made me aware that there was a process behind the refund on the credit providers end, and that would be just a couple of days. A couple of days went by, and I heard nothing from them. I spoke with the credit provider and they made me aware that there were absolutely no holds on their end. After speaking to the store manager again, I was only then made aware that they had to "open a ticket." He told me that as it was through financing, there was nothing they can do and that it's on the back end and there is nobody that I can contact to help me. After speaking with the in-store manager, the credit provider, and Best Buy over the phone customer service, I was hearing conflicting information from all of the above. I have now been in the contact with the store every couple of days trying to get an answer. They either don't answer the phone, or give me the same answer, that is out of their hands and that they have nothing to do with it anymore and it's all being done on the "back end," but have no contact for this "back end" department. In the midst of all this, I received an email from their online customer service telling me that the only way I could return this item is if I bought the new purchase on the same credit provider, despite being told in store that I could buy it on the spot on my credit card. Since making the online team aware of this, they have essentially ghosted me and provide a little to no information about when I should expect my refund of $1,500. I am now out that amount of money, they have my returned product, and will not put me in touch with anybody whose hands this is supposedly in. I need help.

  Business response

  23/07/2024

  Hi *****,
  
  Thank you for your response!
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  From what I can see, it does appear that our Best Buy Store in ******* has issued the refund back to your original method of payment on July 20, 2024. It may take 3-5 business days for this to be reflected on your account.
  
  I do want to offer you our sincerest apologies for the delay, and if there is anything further I can assist you with, please feel free to let me know.
  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  19/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi. I purchased a $2500 gaming computer on best buy website.Two days later they sent me wrong item (an item of much less value) Upon contacting them about it they made me drive into town to a print shop so I could print out a return slip. I had to pay for the print and the gas. ********* then arrives at 6pm to pick up the package. The next week Purolator give me the wrong item again. Now I am stuck with the wrong item. Best buy refuses to believe me and claims that ********* has the package still.Therefore best buy will not give me my $2500 back or send me the gaming PC that I paid for. So best buy has a combined $5000 in its pocket from this ordeal.I only have some crappy desktop monitor that they sent me twice. I have been contacting they're customer service team for two weeks over it and at this point they're starting to feel hostile as soon as I tell them my order number. Like it's been flagged on they're system or something. They're stonewalling me.Please help me retrieve my $2500. It's a lot of money to me and not a lot to best buy. It's really not fair what they have made a customer do to try and get him money back. I don't know what to do. This is really distressing me

  Business response

  19/07/2024

  Hi ***,
  
  We're sorry to hear that the return delivery did not result in the unit returning to us for a refund.
  
  From what we can see on our end it appears that the unit was fully refunded at our ******* location for the full $2,464.78 today, July 19th 2024.
  
  We're happy to hear that they were able to take care of you.
  
  We would like to offer you some additional compensation for the situation in the form of a $200 electronic gift card.
  
  Please confirm that ********************** is the correct email and we can have it sent to you as soon as possible.
  
  Thank you once again for your patience and your business,
  
  The Best Buy Team

• Initial Complaint

  19/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with best buy and it said they would deliver it the next day. it was shipped the next day but wasn't delivered due to some delay.I waited for a few days before I followed and ***** is courier that they used. So I called ***** and they said it wasnt delivered because I used a PO Box No. At no point during check out did the website say it wont delver to PO Boxes. Best Buy website even says it delivered to PO Boxes. Now here's the kicker, I cant change the address through ****** I have to call best buy and request the change and then they will inform *****. I did that twice. The first address change was rejected by Best Buy for god knows what reason and the second one was accepted after 48 hours, and even so I still dont know if ***** has this information because as of 5 mins ago they havent gotten ANY requests from Best Buy. This is absolutely ridicioulous, that I have to follow up with Best Buy and ***** numerous times only to find out that nothing has been done. I still have no answer as when I get my package because according to Best Buy, they did their job and according to ***** they havent received anything. All this while, I will happily go pick up the order in which ever ***** location its at. But I cant do that either. Oh and I cant cancel this order either because its with *****. Every person I talk to is just spewing the information on the screen and not doing anything because if they did, this would have been fixed last week.

  Business response

  19/07/2024

  Hi ********,
  

  Thank you for your response!
  
  We have received your complaint made to the Better Business Bureau regarding the delivery of your order.
  
  Based on the latest shipping updates, your package has been delivered to a ***** shipping center (***** Ship Centre, ****************) and is available for you to pickup as of today July 19, 2024. If you no longer wish to receive this unit, the shipping center will ship this unit back to us if unclaimed after 5-7 business days, or you can pick it up and return the unit at any of our retail locations.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  19/07/2024

   
  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

  19/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased appliances for my legal basement suite from Best Buy between Nov-Dec 2023, with delivery scheduled for Mar 30, 2024. Best Buy rescheduled to early April 2024, delivering the wrong itema gas stove instead of the electric one we ordered. A replacement was set for **** 2024.Due to these delays, the contractor continued work, and the basement received city approval by May 15. During the delivery and removal, walls and stairs were damaged. Additionally, a laundry center was moved from the main floor to the basement, causing further damage.After learning of the damage from my contractor, I contacted Best Buy with before and after photos seeking compensation. Best Buy denied the claim, stating the 6-foot high damage did not match the delivery.Upon my return, I reviewed the assessment for the following reasons:The damage, appearing after the correct item was delivered and the wrong item was removed, did not exist before delivery. Photos are reattached for reference.The 6-foot damage height ignores that two activities occurred: delivering the correct item and removing the wrong one. The laundry center move also contributed to the damage.The claim that the item was not in the final resting area does not consider the removal of the wrong item through the stairs.The basement was approved by the city on May 15. The damage happened post-approval, not before.Delivery delays from March 30 to **** 8 caused project delays and extra costs. ******** had to be dismantled and reassembled for the delivery and removal.I did not sign any document post-delivery; thus, the legal bind is invalid.I urge Best Buy to reconsider and reopen this matter. I have been a loyal customer since 2021 and had a positive experience previously. I look forward to your response by July 2024. I can be reached at *************** or ****************************** you.

  Business response

  19/07/2024

  Hi ********,
  
  We have received your case in regard to a complaint made to the Better Business Bureau regarding your property damage claim.
  
  Based on what we can see, it looks like the carriers have sent you their decision letter regarding your claim in June 2024. The decision of the carriers indicate that that the claims were unfound as there were no note of damages on the paperwork nor was it brought up to the carriers at the time of delivery, and thus your request for compensation was denied. I have attached a copy of this decision letter to our response.
  
  If you would like to re-escalate this matter, I do ask that you reach out to the email in the decision letter provided by the carrier as this matter.  Our hands our tied and unfortunately, the decision lies completely with the carrier in this case.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  22/07/2024

   
  Complaint: 22010845
  
  I am rejecting this response because:

  The premise upon which the delivery company has rejected my claim does not suffice. They claimed that the stove range delivered could not have caused a damage up to 6 feet. I then pointed out that the removed another stove range from the basement to their truck and also delivered a laundry center tall enough to cause the 6 feet damage. Their narrative then changed to the fact that the laundry center delivered was not in final resting place and could have been moved by the construction workers or anyone. That's an assumption from the delivery company while my position is a factual statement of what happened during the delivery of the stove and laundry center. See attached email chain for reference. 

  I am hereby asking they reimburse me for additional costs charged by my contractor which I have incurred in repairing the damage they caused. 

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

  Business response

  25/07/2024

  Hi ********,
  
  Thank you for your response!
  
  We have spoken with the carrier Metro in regards to your concerns, however, they have advised that their decision remains firm. They have advised that an investigation was completed and it was determined the units were moved and manipulated after the after the team left, and therefore they cannot hold the delivery team responsible for the damages.
  
  I do want to offer you our sincerest apologies for any inconveniences we may have caused, however, as Metro remains firm with the denial letter they sent, our hands our tied regrading this matter. I would recommend speaking reaching out to metro with your complaints and points to see if they are willing to reconsider their decision. 
  
  We will not be able to reimburse you for any additional costs incurred. 
  
  Thanks,
  
  The Best Buy Team

  Customer response

  26/07/2024

   
  Complaint: 22010845
  
  I am rejecting this response because it just doesnt make sense as I would be incurring additional costs in repair the damage 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  16/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered my package June 10, 2024, arrived in ********** warehouse in ******** June 14,2024.Purolator contacted me, can not deliver because Best Buy put my Box number on my package instead of my legal address. I contacted them 25 times, daily, keep getting told the address got changed, it never got changed. Package has been returned and I have no received my refund. I have been lied to 25 times telling me they are following it and making sure it gets delivered The email on my order is ***********************

  Business response

  17/07/2024

  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 looks like there was an issue with your delivery as a street address was required, however, the address change does not appear to be successful and thus the unit has been returned to sender. This entire process should not have taken so long as your order was purchased on June 14, 2024, and I truly do want to offer you my sincerest apologies for this.
  
  What I have done is I have issued a full refund back to your original method of payment. Please allow 3-5 business days for this to be reflected on your account.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Complaint Regarding Order Cancellation Web Code: ******** Dear Better Business Bureau,I am writing to file a formal complaint against Best Buy regarding the cancellation of my recent order. On [date], I placed an order for a refurbished **** G15 5530 Laptop (Web Code: ********) with the following specifications:Model: **** G15 5530 Laptop (2023)Screen Size: 15.6" 1920x1080 FHD 360Hz Processor: Core i9-13900HX (24 cores @ 5.4 GHz)Storage: 1TB SSD Hard Drive Memory: 48GB RAM Graphics: Nvidia GeForce RTX 4060 Cost $1303.84 plus taxes and delivery.To my surprise, Best Buy canceled my order without providing any valid reason. I had been eagerly anticipating the arrival of this laptop, and the sudden cancellation has caused significant inconvenience and disappointment.I have attempted to resolve this matter directly with Best Buys customer service, but their response has been unsatisfactory. Despite my efforts, I have not received a clear explanation for the cancellation, nor have they offered any alternative solutions.As a loyal customer, I believe I deserve better treatment and transparency. I request that the Better Business Bureau investigate this issue and ensure that Best Buy rectifies the situation promptly. Specifically, I am seeking:1.An explanation for the abrupt cancellation of my order.2.Reinstatement of my order or a suitable replacement.3.Improved communication and transparency from Best Buy regarding customer inquiries.I appreciate your attention to this matter and trust that the Better Business Bureau will advocate for fair and ethical business practices. Thank you for your assistance in resolving this issue. I look forward to a timely resolution.Sincerely,***************************

  Business response

  11/07/2024

  We have reviewed your order and found that it is a Marketplace order. This means your purchase was made directly with one of our Sellers and not with Best Buy. Best Buy Marketplace primarily acts as a platform to connect buyers and sellers, so we do not have control over these orders.

  We recommend contacting the Seller directly through your Best Buy Canada account by following these steps:

  1. Log in to your Best Buy Canada account.

  2. Find your order in your account's order history.

  3. Select the option "Contact Seller" for the specific order you want to inquire about.

  Due to the above-mentioned reasons, I regret to inform you that your complaint has been denied, as your order was with an external Marketplace Seller and not directly with Best Buy. However, our Sellers have their own **************** teams, so it is worth contacting them for assistance.

  Thank you for your understanding.

  Customer response

  11/07/2024

   
  Complaint: 21972273
  
  I am rejecting this response because: if Best Buy is not willing to manage their sellers, then they should not list them on their website nor under their Brand.

  when I purchase from the Best Buy website I assume Best Buy is responsible and has my best interests at heart. If this is only a facade to allow them to provide inferior service, then possibly this is something I need to take up with my member of Parliament!

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

  Business response

  11/07/2024

  It is important to note that the Marketplace label is clearly visible on the product page, and includes the statement "Sold and shipped by (the seller's name)," making this information accessible to all buyers.

  If this had been a Best Buy product, we reserve the right to cancel an order if necessary, provided it has not been shipped yet. Therefore, we strongly advise you to contact the Seller directly if you wish to understand the reason for your order's cancellation.

  As previously mentioned, your complaint has been formally denied by Best Buy.

  Thank you for your understanding. Have an excellent afternoon.

*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. ↩