Business Profile

Electronic Equipment Dealers

Best Buy Canada Ltd.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Equipment Dealers.

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

707 total complaints in the last 3 years.
169 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:07/01/2025
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 December 31st, I ordered a tv on line from Best Buy.Order number ********** I realized that the tv was too big. I called to cancel so I could order the right sized tv.I was told my order was cancelled because no shipping label was printed.The next day I got a shipping notice Again I called ************************** *** took all my information and put me on a VERY LONG HOLD. Then I'm passed to someone else.That person told me my order was cancelled. I ask him if he did in fact cancel this order. He said yes.Well, the tv arrived. I refused it. Now I have over $650 sitting on my **** collecting interest!God only knows how long it will take to get my money back.I want my money back asap. I want this "restocking fee" not to be applied to my return. I want EVERY ***** I spent I'll never shop at Best Buy again but I want this mess corrected.I want a apology and an explanation as to how their phone ***s could lie to me.
Business Response
Date: 08/01/2025
Hi *********,

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

I do want to offer our sincerest apologies for any inconveniences and misinformation you may have been provided for your order. Unfortunately, we cannot cancel orders that have already been shipped out.

Based on the latest tracking updates, I can see that delivery was attempted on January 3, 2024, but was refused and shipped back to us under Purolator tracking number ************. Your return package does appear to be delivered yesterday January 7, 2024. A full refund should be issued back to your original method of payment in the next several business days.

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

Thanks,

The Best Buy Team
Customer Answer
Date: 08/01/2025

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:30/12/2024
Type:Billing 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.
dec 26 /2024 order ********** you advertise online free shipping for orders over $35 DOLLARS to find out I was charged $ ***** this is false advertising and would like a refund for the delivery charge.
Business Response
Date: 04/01/2025
Hi ***,

I hope this email finds you well.

Thank you for reaching out to us regarding the delivery charge applied to your recent order for the ********************** Home Theater Recliner with Power Headrests & Cupholders in Black.

Upon reviewing your concern, we found that this item falls under the "large items" category, which requires scheduled delivery services. Unfortunately, this type of delivery is not included in the free shipping promotion, which is applicable only to items shipped through standard carrier delivery.

For your reference, please visit the following link for more information on our shipping policies: Free Shipping On Orders Over $35 | Best Buy Canada

We apologize for any inconvenience this may have caused and appreciate your understanding of our delivery terms. If there is anything else we can assist you with, please dont hesitate to let us know.

Best regards,

The Best Buy Team

Thank you for visiting BestBuy.ca
As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.

Best Buy Canada Ltd. **********************************************************************

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions
Customer Answer
Date: 06/01/2025

Complaint: 22738360

I am rejecting this response because: it states ALL orders over $35.00 is free shipping It also does not give you the option to pick up at store to save this exuberant charge.$ ***** is alot on money now a days it may not be to best buy but your everyday pensioner need to save as much as they can. This needs to be clarified as it states now is totally miss leading

Sincerely,

*** *****
Business Response
Date: 07/01/2025
Hi ***,

Thank you for reaching out to us.
For your future reference, we recommend visiting the following link: Free Shipping on Orders Over $35. This page provides clear details about which orders qualify for our free delivery promotion on purchases over $35 and any exceptions to the offer.
If you have any further questions or require assistance, please don't hesitate to contact us.
Thank you for choosing Best Buy!
Best regards,
The Best Buy Team

Thank you for visiting BestBuy.ca
As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.

Best Buy Canada Ltd. **********************************************************************

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions

Customer Answer
Date: 09/01/2025

Complaint: 22738360

I am rejecting this response because: This false advertising and very miss leading. Do not advertise something and hide exemption in the small print. do not assume that older people are computer savvy as per expected now a days.

Sincerely,

*** *****
Initial Complaint
Date:30/12/2024
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.
I purchased a camera online from best buy canada and their vendor the pixel hub. I spent approx $600. The camera came with everything, was advertised online camera, lense, tripod and other accessories. I bought the camera as a Christmas gift fir my daughter. She opened it and there was no lense. I contacted the vendors and they said it didnt come with a lense. Why would i buy a camera with all the accessories and no lense. I know what I bought and what i paid for. What a huge disappointment. I asked the pixel hub for a mailing label to return the product. They are scamming people and advertising falsely. I asked for this to be escalated with best buy. My ticket number with best buy for this issue is ********. I have let them both know i will never shop with them ever again. The product is still being sold on the best buy website. It is plain to see that all is included with the purchase.
Business Response
Date: 30/12/2024
Hi *****,

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

We have reviewed your complaint, and the product page description for the product you purchased does not indicate that a lens is included, only the body and several accessories for the camera. I would recommend taking a look at the product description as well as taking a look at what is included for any future purchases to avoid any confusions or misunderstandings.

The pictures you have attached show a different web cod than the one you have purchased. In the pictures, the item shown is web code ********, whereas the unit you purchased is web code ******** as per your invoice. Please see the link below to your product page:

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

With that being said, I can see that our Best Buy Marketplace seller has provided you with a return label to have the product shipped back to them. Please have your product packaged and shipped back using this return label for a refund.

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

Thanks,

The Best Buy Team
Initial Complaint
Date:23/12/2024
Type:Sales and Advertising 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 purchased a ****** Pixel 9 XL pro on December 14, 2024. Best Buy had a special offer 'Get $90 off the Pixel Buds A-Series when you purchase or finance select ****** Pixel phone and activate a new or renewed 24-month plan.'The price of the Pixel A Earbuds were $139.99 - $90 = $49.99 + tax Today (Dec 20), the same offer is available with the Pixel A Earbuds being onsale $50 off for $89.99.Therefore the pricing if I purchased today would be $89.99-$90.00 = $0 I was able to re-create my order and confirmed the earbuds would in fact be $0 vs the $49.99 I paid less 6 days ago.I contacted Best Buy to ask for a price adjustment of $49.99+tax. In both cases, the *** told me they cant honor price adjustment due to the product going on sale??? But isn't that the point of price adjustment? They started referring me to "Boxing Day Price Guarantee, Lowest Price of December Guarantee and Year-round Low Price Guarantee' citing if the product is on sale, it won't quality. This does not make any sense. 2 Agents I spoke to: Live Chat (Case ********) where the *** gave me the runaround for ~2 hours hour then told me he cant price match due to system limitations. I also cant return and rebuy my order as the earbuds were open.I contacted Best Buy via telephone (Case ********) where the *** told me they cant honor it and to return and rebuy. However after mentioning the earbuds were opened, the *** told me to email ***************************************** as they did not know how to escalate this.All I wanted was a refund of $49.99+tax, not return my entire order worth over $1638.47 and rebuy to save $49.99+tax.
Business Response
Date: 24/12/2024
Dear Valuable Customer,
We sincerely apologize for the inconvenience caused to you regarding your recent purchase with us. Please note that we have assigned your case to one of our customer service representatives, who will be in touch with you shortly to work with you on a resolution. We suggest you to please respond to the email that you will receive from our agent to discuss this matter.
Regards,
Customer Care Team
**********************
Initial Complaint
Date:20/12/2024
Type:Delivery 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 placed an order on dec 2, it was supposed to be delivered Dec 5. My phone has been giving issues and causing delays in work..I patiently waited buy it never came. I reached out to Best Buy last week and told me they escalated the case and will send me an email and in three days, if i don't have back they will send me a replacement...After 3 days i contacted them as I received no updates or emails...They have now sent me to wait additional 5-7 days and still hasn't given me a replacement
Business Response
Date: 24/12/2024
Dear Valuable Customer,

We sincerely apologize for the inconvenience caused to you regarding your recent purchase with us. Please note that we have assigned your case to one of our customer service representatives, who will be in touch with you shortly to work with you on a resolution. We suggest you to please respond to the email that you will receive from our agent to discuss this matter.

Regards,
Customer Care Team
Best Buy Canada Ltd.
Initial Complaint
Date:19/12/2024
Type:Delivery 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.
The seller advertised a product for sale we purchased it and the seller sent a completely different product. The seller is taking no ownership in sending a completely different branded vaccum.That is completely false advertisement and fraud. You can advertise something and send a completely different brand.
Business Response
Date: 24/12/2024
Hello Dakota,

Thank you for taking the time to contact Best Buy Canada regarding to order # 1020884566. My name is ******* and I am emailing you from the Executive Resolution team at Best Buy Canada head office.

I am sincerely sorry to hear that you had received the incorrect product for this order. Our internal team will have this matter reviewed further. If you have any photos of what you had received, then I would appreciate it if you can provide photos of the received item and the shipping label of the original package (if available).

In the meantime, I can see that the seller had issued a full refund of $175.83 to your original method of payment on December 23, 2024. If you do not immediately see the amount reflected on your bank statement, then please allow an additional 3 business days from now.

If you require any assistance to order an alternative product, then please do not hesitate to contact us. We will gladly assist you, *******.

Thank you,
Queenie
Associate, Executive Resolution
The Best Buy Team
Initial Complaint
Date:17/12/2024
Type:Delivery 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.
I purchased a refrigerator that has a water line. My old fridge had no water line and there is no existing water line hook up behind the fridge. I diligently informed the sales representative of this issue and asked if the contractors could provide that service and was told by Best Buy that the contractors could install a new line if i purchased installation. I did so for $100. Upon delivery the fridge was left in my hallway and no water line was installed. I plugged in the fridge and moved it into its spot. I called Best Buy to inform on the installation issue and they scheduled for a contractor to come back and install the water line, again I informed there is no water line hook up and a new one must be installed, i was not informed of any additional charges. The contractors arrived and they refused to set up a water line as Best Buy had not paid them $400 for the job. I called BestBuy again and explained what had happened. I informed again that since there is no existing water line that a new one had to be ran from the sink pipe set to the new fridge Again I was assured BestBuy resolved the issue and scheduled for contractors to come again. The contractors arrived and again refused to set up a waterline as Best Buy had not paid them for the job and also did not inform them that a new water line had to be installed. I have spent the last 20 days trying just to speak to someone from Best Buy to resolvethis issue. I have been passed around to different Best Buy staff, none of whom could resolve the issue and all stated they would have the Best Buy store call me back. I never received a call back. Today, I finally was connected to a staff member at Best Buy ********** after calling their central line again asking for manager. She very rudely refused to help me. Didn't even offer me a refund on the $100 installation or answer any of my questions. She then hung up on me for no reason. I was not being abusive in any form. I have no idea how to proceed with this.
Initial Complaint
Date:17/12/2024
Type:Delivery 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 placed an order on Best Buy with a seller named Amazbuy on 18 nov 2024.Till now I have been going back and forth between Best Buy **** and the seller and nobody knows where is my package. Since I paid Best Buy , I expect Best Buy to fulfill or refund . Whenever I contact their CC, they say the same ******** reason again and again citing Canada post strike as a justification. I have zero confidence in the tracking number provided to me as *** says does not exist
Business Response
Date: 18/12/2024
Hi Amit,

Thank you for reaching out to us. I want to express our sincere apologies for the delay in the delivery of your package. I understand how frustrating this situation must be for you, and I deeply regret any inconvenience this may have caused.

The recent shipping delays that were experiencing have been due in large part to the circumstances surrounding the Canada Post strike with this situation now behind us, we expect packages to start moving through carriers networks in a much timelier manner.

To offer some clarity, the strike resulted in increased traffic being redirected to other delivery carriers, which affected volume across the board. This has put a lot of pressure on retail carriers and has contributed to heavy, unexpected delays but we are hopeful that well see service levels return to expected levels shortly. We are actively working with carriers to keep packages moving through the system and ensure prompt deliveries.

I would kindly ask that you keep a close eye on the tracking information available for your package for signs of movement in the next couple of days. If there are no further updates as we start to approach the end of the week, please let us know so that we can explore the option of initiating a lost shipment claim with the carrier accordingly.

Thank you for your patience and understanding during this difficult time. If you have any further questions or concerns, please do not hesitate to respond to this e-mail. I will be here to assist you and ensure that your experience with us improves moving forward.

Regards,

The Best Buy Team

Thank you for visiting BestBuy.ca

As a customer of **********************, we may send you promotional emails. If you do not wish to receive promotional emails from Best Buy Canada, please feel free to unsubscribe.

Best Buy Canada Ltd. 102 - ****************************************************************

Contact Us | Returns Exchanges | Privacy Policy | Terms & Conditions
Initial Complaint
Date:16/12/2024
Type:Delivery 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.
I have bought an AirPod from BestBuy on November 30th. On December 1 I got an email stating that my order has been shipped. ****** Final Mile is the delivery company. Once TForce received the package, the delivery date was set to December 2nd. However, an exception happened to my package and the delivery got rescheduled to December 3rd. Again, exception, delivery set to December 4, then 5, probably 6 now I have called BestBuy and they told me I have to ask TForce for assistance. I called TForce but no one was able to help, they only told me to wait and that my package would be delivered. I offered to pick it up at one of their warehouses but they told me that wasnt an option. Now the tracking says its recalculating the delivery and no date I want to know what is going on, if my package is lost or stolen so I can figure out a proper solution.
Business Response
Date: 12/12/2024
Thank you for submitting your request. Unfortunately, this complaint is not a TForce Freight shipment. This looks like one of our sister company's ***************** Please contact them for shipment status, we do not have access to their system.
Customer Answer
Date: 12/12/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

**** ******

Business Response
Date: 16/12/2024
Hi ****,

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

Based on what we can see, order under PO number ********* for the Apple Airpods were delivered on December 6, 2024 as per the tracking information. Your package was delivered by TForce under tracking number BBYC*********T01732983869883.

Can you please confirm if this package was received on your end?

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

Thanks,

The Best Buy Team
Customer Answer
Date: 17/12/2024

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.
The AirPods were delivered to me.

Sincerely,

**** ******
Initial Complaint
Date:13/12/2024
Type:Billing 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.
I made a purchase online dec 12 at 8.52 pm ******** . for $166.74 the next morning I had received 2 emails from my bank for (There was an authorization without the credit card present for $166.74 at BEST BUY #*** on account 4538*****779**** at 8:52 pm ET.) then a second email (There was an authorization without the credit card present for $166.74 at BEST BUY #*** on account 4538*****779**** at 10:12 pm ET.) I call customer service and after a hour I ended up chatting online and they told me that the second charge was a pre-aurthorization . How can they charge my credit card without my permission and charge me twice for one item . Also they stated item to be delivered on Dec 18 today its the Dec 23 . Reason I order from they was the early arrival time
Business Response
Date: 17/12/2024
Dear Valuable Customer,
We have received your concern about an erroneous charge that was inflicted on your credit card. We sincerely apologize for the inconvenience caused to you and wanted to inform you that your case has been assigned to one of our customer service agents who will be reaching out to you shortly to rectify this issue and provide you with a resolution. We request you to please respond to the imminent email that you will receive from our agent.
Regards,

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

Customer Answer
Date: 21/12/2024

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,

**** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Best Buy Canada Ltd. is NOT a BBB Accredited Business.