ComplaintsforBest Buy Canada Ltd.

• Initial Complaint

  19/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 2024 I called best buyto cancel my membership with them. However, because they have my credit card information, they continue to debit me monthly until today. I call every month that I am no longer their member and to cancel my membership. They say they have but then go on to debit my credit card. I called again and asked them to forget all my information with them and to make sure I get deleted from their site and my information removed but still they continue to charge my credit card. Please ask this fraudulent business to stop charging my credit card, otherwise I will sue them to court for fraud and theft, as they are taking money from my account without my authorization. Best Buy is the biggest fraud I ever had the misfortune of having a membership with.Please refund my money you just charged otherwise I will drag you through the mud for unauthorized access to my card Information.Thanks.

  Business response

  20/09/2024

  I sincerely apologize for any confusion regarding the cancellation of your membership. After reviewing your situation, I wanted to provide you with some clarity on why the cancellation did not occur alongside the termination of your Protection Plan.

  When you purchased the membership at Best Buy in August 2023, it is important to note that two specific conditions must be met for cancellation. First, the cancellation must be processed in-store with the Geek Squad team. Second, at least 12 months must have elapsed since the membership was purchased, as outlined in the Terms and Conditions linked to your purchase receipt.

  To proceed with the cancellation, I kindly invite you to visit one of our stores. If for any reason the store is unable to process a refund, I would like to offer a gesture of goodwill for the confusion. Once you have successfully completed the cancellation in-store, please let me know, and I will send you a $50 electronic gift card as a token of our appreciation for your understanding.

  Please understand that while I am unable to provide a cash refund due to the cancellation process not being followed, I truly wish to compensate you for any inconvenience you have experienced.

• Initial Complaint

  18/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We went to the Best Buy store at *************** and we were told that the free item (Keyboard) is out of stock and its best for us to purchase it online as it will be coming from their warehouse and they will have it in there. But we didnt received any and we called them and speak with a manager and they said it's out of stock and the only option is for us to return the product back. Thats false advertisement, and they should remove it when they dont have it anymore.We are looking at receiving it when there's already a stock or refund us for the value.

  Customer response

  19/09/2024

  My First name is ****

  Business response

  20/09/2024

  Hi ****,
  
  We have received your case in regard to a complaint made to the Better Business Bureau.
  
  I truly do want to offer you our sincerest apologies for any inconveniences caused. 
  
  Please note, how our promotions work is that they are only offered while supplies last. Once we our out of stock for a product, the promotion will no longer be valid unless it comes back in stock during the promotion period. Unfortunately, we will be unable to offer a gift card or refund for the amount of the keyboard.
  
  I am unsure where you see that a free keyboard is being offered, but based on the web page for your ******* Galaxy Tab that you purchased, the offer indicates that the promotion is for 30% off select accessories for the tablet. If a free keyboard was something that was promised in store, you will need to speak with the in store associates as we have no way to verify what was told to you.
  
  If you no longer wish to keep the tablet that was ordered due to this, we would be happy to provide you with a return label. A return can be done in store or, you can give our customer support line a call for a return label.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Customer Experience Team

  Customer response

  20/09/2024

   
  Complaint: 22304840
  
  I am rejecting this response because: Please refer to the screenshot as you're clearly are not aware about your postings. 

  Aside for the discounted amount it shows a free gift of that keyboard, under the specials offers on the screenshot.

  We will not insists on having it if its not there. Check with your marketing team as it clear that you're not aware of the promo.
  
  Sincerely,
  
  **** *******

  Business response

  26/09/2024

  Hi ****,
  
  Apologies for any inconveniences as I had not seen the screenshot you had attached. I have taken a look at the screenshot and it does not indicate that you will be receiving a free keyboard on that picture. I do see that in red it says gift with purchase, however, if you look below that under offers, it states that "Get a ******* Book Cover case at no extra cost...". I do believe this should be what the gift with purchase should be referring to.
  
  With most offers, you will need to add the free item to your cart and it will automatically discount from your purchase, but I do not see this done on your order as only a ******* Galaxy Tablet is on your order. To see the details and conditions of a promotion and what you need to do to obtain a free item offered by the promotion, you will need to click into for the instructions as well as the terms and conditions.
  
  Although the ******* Book Cover Case was not added to the initial order, we would still be happy to honor this and ship this to you. Please confirm your shipping address with us in order to do so.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  01/10/2024

   
  To Best Buy:

  Please send the agreed case to:

  **** *******

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

  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

  17/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Macbook Air M3 chip 15 in 512 gb 16 gb ram online on Tuesday, 3 Sep 2024 to take advantage of Labor Day Weekend pricing, a savings of $300 CAD. Unfortunately, when delivery was attempted I was away. I contacted Best Buy to see if they could deliver to another location, perhaps the store on *************, ******, and was told they couldn't change the location. Purolator was to hold the package for five days, and I wouldn't be back in town early enough. I called Purolator, and they told me I had to call Best Buy to instruct them to hold the package for an additional week. I did that, and Best Buy said they would do that. I went to pick up the package today, within the range of the additional days and was told the package was returned and that they had not heard from Best Buy regarding the matter. (Best Buy says they have record of my call, and that they had spoken to Purolator.) ********* also said Best Buy is bad with communicating with them. I called Best Buy and they said the package was returned to the warehouse and a refund would be issued. They also said I could not purchase the item at the Labor Day pricing. All I want is to be able to order the item again at the Labor Day pricing.

  Business response

  17/09/2024

  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 your unit was returned back to us and our depot did issue you a full refund for the amount of $2203.49 on September 16, 2024. The refund should be reflected on  your account in the next 3-5 business days.
  
  We have reviewed your case and cannot see any notes where an agent has indicated your price match was denied. There may have been some misunderstanding around this. If the same unit is still available for you to reorder, please feel free to place a new order online. Please provide me with your new order number and I will manually apply the price match refund on your new order.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  17/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a geek squad warranty. Dryer broke July 19 they came and looked at it the following week. Didnt hear anything so I called mid Aug. they said oh no one called you we cant fix it we will replace it. Called many departments until I talk to someone they said the dryer would be replaced and to call Barrhaven Best Buy. Gave me the number. Called and they said they would call back. The guy running the department said they would not replace my dryer only give me a credit of $635 because my dryer is no longer available. The new ones cost more. My warranty says a no lemon warranty my product will be repaired or replaced. Why should I have to pay more when I have a warranty and no one even called me to tell me that it wasnt getting repaired. Its been 2 months. I only want what my warranty says repair or replaced why am I the customer who believed I was covered by purchasing an extended warranty being screwed. They want me to drive 45 min to go and pay the diffence for a dryer I am supposed to be covered on. This is not right!

  Business response

  17/09/2024

  Hi April,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  You are correct in that if a repair is not possible, we will try to provide you with a replacement of the same unit. However, sometimes a unit or a particular model may no longer be available or is discontinued, and in such cases, we will offer store credit for the purchase amount on your original purchase invoice. If you would like to make a purchase for a different model, you will be responsible for the differences incurred.
  
  Please feel free to take a look at the terms and conditions for your protection plan using the link below:
  
  ********************************************************************************************************************************
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  13/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 10th, I placed an order for an M-Spa Mont Blanc inflatable hot tub which was received by me yesterday, September 12th. The tub was inflated as per the owners manual and filled with water and then turned on.I woke up in the middle of the night to a very loud noise outside which was the pump grinding and taking a closer look the tub was completely deflated, empty of water with a pump running dry. I went to my basement to shut the breaker off and my entire family room in my basement is flooded. Looking on the tub itself I couldn't see anything obvious and reinflated it in my garage - away from my house this time. I noted that the date code of the unit was 2021 so this was very old stock.After inflating I used soap and water around the whole tub and it appears there is a leak at a seam on the tub where it was bonded together at the factory. My assumption was that because this was such old stock the material has deteriorated from being in the box which contributed to this.Compounding this, the box was rain damaged and no longer usable. So basically, I have a tub that leaks and needs to go to the dump, and I have thousands in damage to my home due to it - possibly because such an old unit was shipped to **** am looking to Best Buy for some resolution here before I contact my insurance company.

  Business response

  13/09/2024

  Hi ***,
  
  We have received your case in regard to a complaint that was made to the Better Business Bureau.
  
  First off, please allow to offer you our sincerest apologies for your inflatable hot tub leaking and causing damages to your home. 
  
  In order for us to look into this, we will need you to provide us with some more information on what happened. Can you please advise where your unit was placed at the time of the incident and provide us with a brief description of the damages to your property? We will also need you to provide us with some photos of the defective unit as well as the damages on your property. 
  
  Once you have forwarded this information over to us, I will pass this along to our team to review and will advise you on the next steps.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  18/09/2024

   
  Complaint: 22280452
  
  I am rejecting this response because:
  

  All i am asking for here is for the tub to be refunded and I'm not asking for repairs to my home to be paid for. In the interest of excellent customer service in a very lousy situation I would hope Best Buy can accommodate this request as a one time courtesy. The tub sent to me was very old stock which probably didn't help. The box was rain damaged and i have a bad back so no exactly easy for me to return.

  
  Sincerely,
  
  *** **** Ee

  Business response

  18/09/2024

  Hi ***,
  
  Thank you for your response!
  
  For a full refund on the tub, we will need you to ship this unit back to us using a return label. As you have noted that this unit is defective causing water damage to your home, we will need to ship this back to our vendor for an investigation. If you no longer have the original packaging, you will need to provide your own packaging so that the unit can be securely transported by the carrier. 
  
  I have attached a return label to this email. Please see the below instructions for the return:
  
  - Include any documentation required by your merchant inside your return packaging.
  - Ensure your package is securely packed, wrapped and reinforced.
  - Affix the return label to the largest side of your package. Your package must be at least 10.2 cm x 15.2 cm (4 inches x 6 inches) to fit the label.
  
  Your return tracking number is ************. Please feel free to drop off your package at your nearest Purolator location, or call ************** for parcel pickup. A refund will be provided within 10 days of the depot receiving your package.
  
  If you have any questions or concerns, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  
  ******
  
  The Best Buy Team

• Initial Complaint

  13/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is regarding our delivery of the ** 2-in-1 washer and dryer machine. We received the delivery a few days ago. It was two ***s doing the delivery and hookup. Also, we had our own pedestal for the machine and we asked if it is possible to put it on top of it. They said due to company regulation they are not able to do so. I understood and that part we were OK with it, however When my wife asked once more and one of the *** said he will do it if we give $20. We were about to pay because the machine itself is so heavy. We were about to agree when the other *** asked us to pay $40. He said this machine is super heavy, and even if it is against the regulation they were willing to do it for favour for some money. They are they made it sound like we were bribing them. My wife and I hesitated a bit because the machine itself was already too expensive and we paid all the service charges and the *** was asking for more money! As we were hesitating, he said he is not gonna do it anymore. They left the machine inside our hallway. We are stuck with it in the hallway outside the laundry room. We are super disappointed with this and the *** even called the customer service in front of me to ask if it is possible to put it on top of the pedestal which we own. We already understood this. The point was that he wanted to bribe us. Then he got mad and made my wife sign the delivery form. She was extremely upset with the situation because we now have to deal with this heavy machine by ourselves. The ***s left without hooking up the machine. He was very emotional, rude to my wife, stubborn, and very hard to understand what he was saying. We had so many options to choose from, but we decided to come to you ***s because our previous experience was amazing. We have never been this disappointed in Best Buy. We are loyal customers of ******************** for many many years and this never happened to us before. We are extremely upset with the situation and asking you what can you do for us.Thank you

  Business response

  13/09/2024

  Hi ********,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Please allow me to offer you our sincerest apologies for the behavior and actions of the carrier team that completed your delivery. Please note, it is part of the carrier's procedures where they are not supposed to stack old units with new units, thus we would not be able to send a team back to have your old pedestal stacked on the new machines. What we will do is forward this over to the delivery company for them to review and coach the delivery carriers on this. I will make a request for them to reach out to you to discuss further.
  
  In order for us to take a further look at your complaint, we will require some more information from you. Can you please let me know what your order number is or provide us with a copy of your receipt?
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Tea

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 16 May 2024 my son purchased me a go tracks electric bike online with Best buy, the advertising mentioned that it would be free assembly with this promotion. Upon receiving the bicycle unassembled in the box we contacted Best buy to send over the people that assemble the bike this is where they told us that we have to pay $100 for assembly it was no longer free to assemble and they denied the promotion that was online. I immediately started to have problems with the bicycle as I am a senior and had my son assemble the bike for me, immediately after I rode the bike the crankshaft was broken and the parts of the bike that were supposed to of been assembled by their factory were all loose. We communicated with the warranty department and they sent us the crankshaft VIA mail after a month of not being able to use my bike, we had to repair the bicycle ourselves and I and my son are not professional bike mechanics so we had to go to someone that could help and pay for their help. I started to have problems with my motor fluttering and skipping and I had met an e-bike mechanic that told me the problem is with the motor, we sent warranty all the information we had but warranty wanted videos of the problem which was impossible to do but we did anyways. First of all I am a senior and it was dangerous for me to do the video while the bike was moving. I made four videos where you can hear the motor shifting and skipping, warranty department told us it wasn't the motor and it was the brakes according to what they heard on the video, warranty has no idea what they were talking about when it came to the motor problems I was having because the bike would slow down every single time it would start to skip and flutter. We reached out to customer service and they just passed the buck to the warranty department, and the warranty department told us that they were doing everything they could but they really weren't, there is no agent or repair shop to bring my bike into

  Business response

  12/09/2024

  Hi Fiorina,
  
  We are contacting you about your reported issues with your GoTrax Bike.
  
  We're terribly sorry to hear that you are not getting warranty support from the manufacturer on the device you have purchased through us.
  
  In order to be able to process further investigate on your behalf, we require the following information: 
  
      Confirmation of the order number, 1017708155.
      Correspondence with the manufacturer on the issue.
      Documentation of was done to address the issue before reaching out to us.
      Photo/Video of the issue.
  
  As soon as we have this information we will work in collaboration with the manufacturer, to resolve your problem.
  
  At the same time, if you have any questions or concerns, you can contact us at any time. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  Thanks,
  
  The Best Buy Team

  Customer response

  18/09/2024

   
  Complaint: 22264836
  
  I am rejecting this response because: I am still waiting response from customer service ******************** ******, , as I advised him that the warranty department will be sending me a  new motor , but I want Best Buys The Geek squad bike professionals to install the motor for free.  They have not acknowledged this since the email of the 12th of September 523 p.m., I do not trust Best buys customer resolution and I want the ********************** to keep my file opened until my motor has been installed properly.  ******************* advised me that the motor may take up to a month to arrive at my home address.  If Better Business Bureau can help me with the free installation at my home address once the motor has arrived then we can close this file but until then I would appreciate it being left open.
  
  Sincerely,
  
  Fiorina *********

   

  Business response

  24/09/2024

  Hi Fiorina,
  
  Thank you so much for taking our call today. It was a pleasure speaking with you.
  
  As per our conversation, we are working to resolve the situation surrounding your Gotrax **** ***************** City Bike purchase by fully refunding you for the purchase.
  
  You will not need to return the bike and may use it as you see fit.
  
  Please note that once this refund is processed, we will no longer have any further involvement or responsibility between you and the manufacturer.
  
  We will send a release with the details to you via email before the end of this week. Once we receive the signed release back from you, we will process a full refund to the **** card on file from the original purchase.
  
  In the meantime, if you have any questions or concerns, please respond to this email, and we will follow up within ***** business hours.
  
  Thank you,

  
  The Best Buy Team

  Customer response

  25/09/2024

   
  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,
  
  Fiorina *********

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Desktop from Best Buy - it was a third party seller. The desktop arrived, and I couldn't set it up. Seems there was a security partition that I could not get past, and the third party seller did not erase the hard drive properly, even though they boast that their computers are "100% tested" for functionality. I contacted this third party, and have sent the computer back, and am awaiting a refund. I phoned Best Buy, who seemed very disinterested in all the headache this caused me, including an entire day on the weekend, figuring out why I could not set this desktop up. I have now emailed Best Buy 3 times to 2 different addresses, and no response.

  Business response

  10/09/2024

  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 does appear that the seller has issued a refund back to your original method of payment ****** on September 10. 2024 for the full amount of $440.69. It may take 3-5 business days for this to be reflected on your account.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  11/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I had heard from a customer service *** finally last night, who seemed to be understanding of this situation, and I was able to give feedback.  I hope you will review this third party seller, and take a good look at their claim that they test all their computers for "100%" functionality.  Shame I had to go to this extent to get your attention.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a laptop through Best Buy marketplace for $555.96 on April 26, 2024. The computer was listed with a 2 year warranty. It overheats and the battery doesn't charge properly. I have requested that they fix it multiple times and I am ignored.

  Business response

  09/09/2024

  Hi ****,

  We are contacting you about your reported issues with your Laptop.
  
  To further investigate on your behalf, we require the following information, please send this information in a reply to the email we have sent you from *****************************************:
  
      Receipt/order number.
      Email and/or phone number for purchase.
      Model and serial number of the unit.
      Further details on the issue and any previous correspondence for support.
  
  As soon as we have this information we will work to resolve your problem.
  
  At the same time, if you have any questions or concerns, you can contact us at any time. It will be our pleasure to support you with your claim with a response within ***** business hours. 
  
  Looking forward to hearing from you,
  
  
  The Best Buy Team

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into Best Buy/Geek Squad regarding an issue with a sale from Best Buy Marketplace. The manager (*******) waved the fees for my repair. This involved only factory resetting the computer as the third party seller had a bitlock on the computer. The agent Souhayl, cleared my computer. When I attempted to connect my email and the wifi, he told me that he would not help me unless I paid for the service fee as he had already did the work the work for free. I returned home to be unable to access any wifi connection. I brought my laptop into a third party repair shop and they told me the agent had uninstalled the wifi adapter and it was a simple fix.

  Business response

  09/09/2024

  I understand that you have encountered some difficulties regarding the repair of your laptop, and I truly empathize with the inconvenience this has caused.

  Based on the information you provided, it appears that your purchase was made through one of our Marketplace sellers. As your purchase does not include a Best Buy Membership or Protection Plan, any services provided by Geek Squad would indeed incur additional charges.

  For issues related to Marketplace purchases, the best course of action is to contact the seller directly through your Best Buy account. The seller has its own Technical Support and *************************** that can assist you further. However, if needed, we can certainly help facilitate communication with the seller to resolve the matter.

  If you have any questions or need further assistance in situations like this, we recommend contacting us directly. We are here to provide guidance on any issues or concerns you may have regarding your purchases.

  Thank you for your understanding, and we hope you have a wonderful day.

  Customer response

  09/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because: this was not an issue from Marketplace. This issue was discovered that the employee had disconnected the wifi adapter after I brought it to another repair shop. I doubt this was an accident because when I asked the employee for the wifi password and to help me login to connect my backup and to verify I am the new account holder for the Bitlock information he told me that he has already done a service for free and would charge me if I wanted his help further. 
  
  Sincerely,
  
  ********* ********

  Business response

  10/09/2024

  Apologies, but I'm having trouble understanding the point you're making. In your initial complaint, you requested an explanation of the charges, but you also mentioned that the manager waived the fees for your repair. Additionally, you have provided a receipt for an in-store service, which I understand to be the service that you did not have to pay for. Could you clarify this point and specify what resolution you are seeking?

  Customer response

  10/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because:

  i would like this to be invested about the store and to cover the repair fees and additional of my laptop. My laptop was damaged by the Geek Squad employee as it was unrelated to what I went into the store for. This employee purposely damaged my computer. I would have discovered this issue if I was able to connect to the wifi at the store. As I mentioned, he told me he would charge me for any extra time or questions. 

  I would like an apology from the store so that they are aware of the actions of their employee/manager. 
  

  I would also like the seller of my laptop to be removed/banned from Best Buy Marketplace. This issue was avoidable if it was completely wiped. I would never have purchased from Best Buy Marketplace if I know there is no screening of the sellers and Best Buy is not responsible for wiping devices. I lost all my data as a result of this. There are other reviews from the same seller with similar issues. 

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

  Business response

  18/09/2024

  I personally apologize if there was any misunderstanding, but Id like to take this opportunity to clarify a few things: Your purchase was made through our Marketplace, so the initial complaint should have been directed to the Seller via your account on our platform, not to Geek Squad, unless you were looking to pay for additional services since you dont have a Protection Plan. However, in good faith, one of our team members tried to assist you at no cost. Later, someone else, an external technician or another individual not affiliated with Best Buy, whose certification status we cannot verify, told you that Geek Squad caused damage to your device. Since you sought external technical services, we cannot confirm whether the damage was caused by Geek Squad or by that other technician. In this case, we are unable to verify where the damage occurred, not to mention the service was provided free of charge by Geek Squad. As mentioned earlier, your claim should have been with the Sellers warranty in the first place. Therefore, I must respectfully deny your request, as we also cannot remove a Seller without giving them the opportunity to address the warranty concerns.

  Customer response

  18/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because: I understand the initial purchase was done through Marketplace and the initial repair was out of good faith, however i was not able to connect to any wifi network and had to bring it into a third party. This problem could have been avoided by the agent allowing me to connect to the wifi and discovering he had disconnect my wifi adapter. 
  

  I would like an apology from the agent that worked on my laptop. Please not do have the store contact me like they did today. They were not able to talk about the case and reached out to me to fix my laptop weeks after I reported the issue. The apology can be sent to my email.

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

  Business response

  18/09/2024

  Please note that this claim has already been denied, as the correct course of action would have been to claim the Seller's warranty initially. Additionally, there is no way to verify that the damage was caused by Geek Squad and not by the external technician.

  Customer response

  22/09/2024

   
  Complaint: 22234617
  
  I am rejecting this response because:

  I have provided documents to show the work down was a factory rest. There was no reason to have my wifi adaptor disconnected. I explained that I knew there was an issue in the store and asked the employee to help me log into the wifi to test the connection and he told me he would charge me for the service of connecting to this internet. This was a malicious act. 
  

  I have not received an apology from the employee or store to show they are responsible. 

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

*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. ↩