ComplaintsforBest Buy Canada Ltd.

• Initial Complaint

  14/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a SIM card from bestbuy however that SIM card isnt valid, I went back to Best Buy to get an exchange, but they said it is not exchangeable nor refundable despite it is defective. I tried to ask them to take a look what went wrong but the staff was handling my issue like it is my problem bestbuy selling me a defective item.

  Customer response

  14/08/2024

  My full name is *********************

  Business response

  15/08/2024

  Hello T,
  
  
  We are reaching out to follow up on your recent e-sim purchase at our ******** location.
  
  To help resolve the situation, can you please confirm the phone or device that you were buying the e-sim for?
  
  If you could send your reply to the email we have sent you from *****************************************.
  
  Once we receive your reply we would be happy to help resolve things as quickly as possible.
  
  Looking forward to hearing back from you,
  
  The Best Buy Team

• Initial Complaint

  13/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They did not tell me the membership auto renew and they did not provide me any recipes. I did not use it since 2023 06 30. I just noticed that they continue taking my money and I want my money back.I paying almost 21 dollars each month

  Business response

  14/08/2024

  Hi *****,
  
  
  Thank you for your patience.
  
  We are reaching out to follow up on your Best Buy Membership cancellation request.
  
  We are sorry that you are unhappy with your purchase.
  
  To address the situation regarding Membership cancellation, it can be done at any time after the first year. The best option is to request a cancellation of the plan by visiting the following webpage and choosing a method of contact most convenient for you:
  
  ****************************************************************************************************************************************
  
  We can also confirm that when signing up for a membership at the store, the following information was provided: 
  
   1. At the time of sales, the customer must agree to the program Terms on the Signature Pad when signing.  At that time the customer can request to see the Terms and Conditions.
  
   2. We have documentation readily available in-store that openly shows our Service Fees and coverage.
  
   3. When the customer provides their email address we send them a program Welcome Email. This email contains a chart of the Service Fees, explains how to make a Service Request and includes a link to the Terms and Conditions.
  
  This information would have been sent to ******************* as it is the account tied to the membership.
  
  For your convenience, we have included a copy of the Membership terms and conditions in the this email.
  
  The relevant information is under the heading of "Duration Of Plan" on page 2 of the terms and conditions.
  
  We do apologize as this may not be the most convenient option to resolve the situation, however it is the best one to ensure that the situation is resolved correctly.
  
  If you do have any additional questions or concerns, please feel free to reach out via this email chain.
  
  Regards,
  
  The Best Buy Team

  Customer response

  16/08/2024

   
  Complaint: 22131366
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

  Customer response

  19/08/2024

  I did not get any response from BestBuy since last time they contact me

  Business response

  21/08/2024

  Hi *****,
  
  We can understand your frustration in the matter,
  
  However we can confirm that the terms and conditions are made clear to all client both during and post purchase.
  
  For this reason we are unable to refund the payments made on your membership.
  
  If you have not already done so, we do ask that you cancel your plan by following our previous instructions.
  
  We would however like to offer you compensation for the experience in the form of a $150 Best Buy electronic gift card.
  
  Please confirm that ******************* is the correct email and I will have it sent out to you as soon as possible.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  13/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  - Placed an online order on July 17th, 2024. Order# ********** - Received an email on July 18th, 2024 saying item was shipped - Payment was billed and paid for on July 18th, 2024 - ***** shipping box was received on July 19th, 2024 - Upon opening the shipping box, no merchandise was inside other than ***** packing paper - Contacted Best Buy on July 20th, 2024 and case# ******** was opened.- Best Buy has still not resolved the matter. We are now comin up on 1 month since the item was ordered. There has been no resolution. They have collected payment in full.- Best has told me that there is an investigation but they have provided no updates. They answer one email per week and keep telling me that they are looking into it. Provide no actual information.

  Business response

  14/08/2024

  Hello Neeten,
  
  Thanks for your patience.
  
  We have completed the investigation to approve your claim. The refund has been issued to your original method of payment. Please allow 3-5 business days for the amount to be reflected on your bank statement. 
  
  If you wish to re-order the item at the same price and need assistance, then please contact us. Ensure to reference your order number.
  
  Thank you,
  
  Queenie
  Associate, Executive Resolution
  The Best Buy Team

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 17 000$ with do appliances Nov 2021 to be delivered June 2022. All appliances except the fridge was delivered in June 2022. The fridge was delivered in November 2022. Upon delivery, the wheel was broken and damaged our brand new hardwood floor. We have been going back and forth with Best Buy and whirlpool to have this issue resolved , to no avail. The ice maker would not work consistently. It would stop working and for days and then start back up. The water dispenser as well. The fridge would make loud noises , which a technician mentioned is the compressor. A few days after that would start , the fridge would die. We would get the code PF or PO on the display. The lights would flash and the fridge would die. Once it came back to life after being off for a few days. The motherboard was replaced 3 times since April 2024. We are a family of 5 and we lost 2500$ worth of food thus far, hundreds of hours of pumped breast milk , and my husbands medication that NEEDS to be refrigerated. Best Buy sends different companies for repair so theres no proper tracking of the repair requests. The two businesses they send is Elite appliances and ****** appliance. On July 25 an agent came to see the ice maker and while he was there, the machine produced 6 ice cubes , in a week. He said because it works he wont do anything. Told me to monitor it. The compressor was very loud and he dismissed it. The fridge died on July 31, a technician came on Aug 1 to see it and said he will do a report. I called Best Buy to at same day and they said someone will come on Aug 6 and someone will call us with 48 hours. Nobody showed up and nobody called. I followed up to find out they cancelled the service call - without notifying us. I called on Aug 6 to follow up and they said they escalated our case to headquarters and I we would get a call within 48 hours. Its not 72 hours post that call, and we have yet to hear back. We have been without a fridge for 8 days now.

  Business response

  12/08/2024

  Hi *****,
  
  We are reaching out to follow up on the situation surrounding your refrigerator, we're terribly sorry to hear about the situation and would love to help resolve it.
  
  To further investigate on your behalf, we require some more information from the original purchase.
  
  If you can supply any of the information we requested in a reply to the email sent to you from ***************************************** it would be extremely helpful:
  
  As soon as we have this information we will work to resolve your problem as quickly as possible.
  
  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

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best Buy does not refund cancelation of extended warranty UNLESS YOU LIVE IN ******!! According to ****** they do refund....this info is incorrect.I demand a refund!!Customer service tells me this is all laid out in their ******************* I have every bit if paper give to me when I purchased the ******************* i have no copy of their service contract!!

  Business response

  06/08/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  For purchases of any Best Buy Protection Plan, in ****** or outside of ******, we can assist with a cancellation only if the request is received within 30 days of the purchase. 
  
  The specific terms and conditions, and coverage of your plan may vary depending on when and where the protection plan was purchased. As you had not provided us with a receipt indicating the date of purchase in your complaint, I am unable to attach the terms and conditions to your plan. You can visit ******************************************************************************************************************************** to find your specific plan and coverage details.
  
  If you have made a purchase for a Best Buy Protection Plan and you are within the 30 day purchase period, please provide me with a copy of the receipt for the cancellation request. 
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a microphone from Best Buy online for $109.00 CAD and Best Buy has a Price Match Guarantee policy. I found the same microphone on a Canadian website on sale for $89.99 CAD so I contacted Best Buy to get the microphone for $89.99. However, they tried to tell me that the competitor website charges shipping and so they would give me the price of the competitor item plus the shipping cost, which was an additional $9.99. But this competitor also offers free shipping on orders over $99 and while the microphone alone would not make my order over $99, if I were to purchase from the competitor, I could add a $10 item to my order to meet the $99 cut-off for free shipping. I argued that because this competitor offers free shipping, Best Buy should honour that. Best Buy said their policy is that the Low Price Guarantee includes shipping cost. And again I argued that because the competitor offers free shipping, Best Buy should not be including a shipping charge for this price match. If I were to buy the microphone from the competitor, I would add a $10 item to my order to get the free shipping and then I would be getting two items, including the microphone I wanted, for $99.98 whereas the Best Buy customer service was offering me one item for $99.98. The desired resolution is that I be given the microphone at the competitor's price of $89.99 not $99.98.

  Business response

  06/08/2024

  Hi ****,
  
  We are reaching out to inform you that we have received your case involving the price match request of your recently purchased Rode Lavalier Go Professional Microphone.
  
  If you could please reply to the email sent to you from ***************************************** with a screenshot showing the current retailer and current price of the item, we would be happy to review the situation and offer assistance on the pricing if possible.
  
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Maytag washing machine in July 2020 at Best Buy with a 5 year protection plan. The machine has not been working properly since May. A couple of service requests were placed, the last one in July 2024. A technician inspected the machine in June and then another one on July 17, 2024 when it was finally determined that perhaps the springs needed to be replaced. The technician was to call us back for an appointment on July 22nd. Not receiving any news, I have been calling on a daily basis, only able to speak with customer service and incapable of speaking to anyone in charge. The information provided is that the pieces are on backorder and we will be contacted when they arrive. The washing machine gave out completely on July 15 (although it was not working properly before that for a while) and I have been unable to purchase a new machine because I would like to have my protection plan honored, unable to have it repaired by someone of my choice and consequently unable to do laundry - at least not at my convenience as expected when I purchased the washing machine and the protection plan. We are entering the 3rd month.

  Customer response

  07/08/2024

  The machine was finally repaired today. Ultimately this was all I was asking for so there is no further action required. Nonetheless there is definitely something that would need to be looked into if it takes over 2 months to repair a major appliance under a protection plan. The plan prevents you from having the machine repaired or replaced on your own (unless you forfeit the plan you paid for) and a consumer is essentially at the mercy of the company. 

  Business response

  08/08/2024

  Hi ****,
  
  Thank you for reaching out.

  We wanted to confirm that this escalation related to the email chain we had previously resolved under the subject:
  
  "Repair Claim Follow Up, Incident Number 47207054"
  
  Is this case for the same Maytag Washing Machine that was originally purchased in July of 202 and was successfully serviced on August 7th?
  
  Please confirm that this is correct, if this is an unrelated issue we are standing by to assist.
  
  Thanks,
  The Best Buy Team

  Customer response

  09/08/2024

   
  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

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered item online June 10, 2024, it was delivered June 17, 2024. I contacted Best Buy on June 18, 2024 for a return as the item was damaged and not useable. I received a response requesting information which I complied with. No response. June 26, 2024 I reached out again and was offered a partial refund. I declined and requested a return. On June 28 I sent a follow up email. No response. I again reached out and on July 13, 2024 they offered another partial refund. I once again declined on July 14, 2024. No response. On July 25, 2024 I asked the Best Buy customer service representative to put me in contact with their fraud team, and he indicated that this matter would be handled in three business days. It is now July 31, 2024. No response has been received once again, and I have noted that on my account page I am no longer eligible for a return/refund because too much time has passed. Please let this be a cautionary tale for anyone looking at merchandise on Best Buy Marketplace. Their promises of customer satisfaction and support are meaningless. I havent done anything wrong and I am still out $240.

  Business response

  02/08/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have made to the Better Business Bureau.
  
  Based on the latest response from the seller, the seller has advised that they will be issuing you a full refund for the damaged product and that there will be no need to return the product back to them. They have advised it may take up to 8 business days for the refund to be reflected.
  
  I do ask for your patience in the mean time.
  
  If any questions or concerns come up, please don't hesitate to reach out by responding to this email.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  03/08/2024

   
  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

  30/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on July 4 for a Costway Portable air conditioner for $316.39. I recieved the item on July 9. I tried setting up the machine a number of ways, but due to the length of the cord and pipes, length of window attachments, and locations of plugs and windows in my house, it was not possible to use. I submitted a return request, stating the various reasons I needed to return. I was told they would waive the return shipping cost, and sent me a return label on July 11. I sent the item back via ***** on July 12. After 2+ weeks I still have not recieved my refund. I contacted them on July 19, a week after I returned the item, to inquire about the refund. They replied on July 20 saying the refund has been issued, and to wait 3-5 days to recieve the refund. It has now been 15 days since the item was returned, and 7 since they said the refund would be issued, and I have yet to recieve my refund. I have filed a complaint with PayPal, through which I paid for the order, but it has been over a week, and PayPal is still awaiting a response from Best Buy It is unacceptable for a business to wait this long to send a refund, or for them to expect a customer to wait this long to recieve a refund.

  Business response

  01/08/2024

  Dear Valuable Customer, 

  Thank you for bringing this to our attention. We sincerely apologize for your predicament and wanted to assure you that someone from our team will surely be in touch with you to resolve this issue promptly. We encourage you to please respond to the email that you will receive from our agent so that we can rectify this matter for you. 

  Regards,

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

  Customer response

  03/08/2024

   
  Complaint: 22052434
  
  I am rejecting this response because it took over 3 weeks from when I first reached out about my refund. After a week of waiting, I started a claim with PayPal. Best Buy had 10 days from the start of my claim, which fell on July 29 to respond. In that time, I did not recieve any response to my emails, and PayPal did not recieve any information. Fortunately PayPal sided with me, and PROMPTLY issused the refund on July 29. Something Costway and BestBuy failed to do. Best Buy also did not step or support when *******'s only response to me repeatedly was that they had issued the refund when they had not. 

  I am very thankful I paid for this order through PayPal, because I can only believe I still would not have been refunded. Again, Best Buy had multiple chances through email, your websites messaging system, and to PayPal to respond and assist. As a business, you did not. 
  
  Sincerely,
  
  ***********************

  Business response

  07/08/2024

  We're pleased that PayPal was able to assist you with the issue regarding your refund. However, I'd like to clarify that the issue was not caused by Best Buy but rather by the authorization process through PayPal when the Marketplace seller issued the refund. Payments made with a credit card, on the other hand, transfer directly from one account to another.

  Additionally, since your order was placed through the Marketplace, the payment and refund transactions were handled by the seller, not directly by Best Buy. We are glad that the issue has been resolved. We understand that as a customer, you see ******************** as the point of contact, but we strive to be transparent about who is fulfilling your order and during our interactions within your account. Therefore, we respectfully disagree with this complaint and deny any other arrangement.

  Customer response

  08/08/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  30/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Recently I have noticed that all my orders are being auto canceled for the above reason: "has been cancelled because our system detected a possible security verification issue.I have verified with my bank and they have said every hold, authorization and charge from BestBuy has been approved.To further guarantee that this is not a billing issue the order number ********** on July 17, 2024 was ordered, dispatched and delivered with no issue.Subsequent orders ********** and ********** placed on July 17, *************************************************************************************************************************************************************************** my Bestbuy account.I then called customer service who realized that this must have been a one off error and told me to create an additional order ********** on July 19, 2024. They also escalated the issue to a more senior team with case number 2161 6675. This new order was also canceled so I called back on July 22, 2024 and this time they would escalate again with case number 2163 8628. They told me to wait three days for a reply from the relevant department but no one reached out.After three days I called back on July 26, 2023 and they suggested placing the order ********** again, and again it was still cancelled with the same issue. However during the call they said that the issue was escalated to a supposedly higher department that should have cleared the order and fixed the issue.After some research within the Bestbuy community forums it appears I have been placed on some automated blacklist due to being a suspected reseller/fraudster by a system that very few people in the front line customer service understand or are aware of. I am a legitimate customer which you can be verified by my long customer order history with no record of any issues on my part. Ultimately I want this block removed from my account.

  Business response

  31/07/2024

  We sincerely apologize that your orders were canceled. It appears there may have been an error in our system that flagged your account mistakenly. Please accept our deepest apologies on behalf of the entire Best Buy team.
  
  I have ensured that your account has been unlocked, and you should be able to place your order again at your convenience.
  
  We appreciate your understanding and hope that your experience with us will be smooth and without further issues from now on.
  
  If you have any questions or need further assistance, please do not hesitate to contact us.

  Customer response

  05/08/2024

   
  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.

  Thank you for assisting me in resolving this issue.
  
  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. ↩