ComplaintsforThe Source

Electronic Equipment Dealers

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Initial Complaint
03/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Unanswered
The business failed to respond to the dispute.
**** mobility and internet plan activation at ** ****** store at Pointe Claire Montreal. Store sales person made false commitment for home internet and mobility services. I was promised 500 mbps internet plan for 45 dollars during black friday promotion for multi service. During activation store person made mistake and created 25 mbps plan for 50 dollars which was higher than any **** price at their website for multi service. I contacted store 20 times and visited store 2-3 times and store manager did not help in resolving issue. After many escalation they promised to change plan to 55 dollars for 500mbps which was again ****. When plan activated price went back to 65 dollars I had to call **** customer care many times and they provided limited credit but could not adjust my internet plan back to 45 dollars for 500 mbps. Store sale guy also promised to waive off activation fee 60 for mobile but that was also **** promise. Every time i did followup they gave wrong info it's done already. When actual bill came was nothing waived and i had to call **** 2-3 times to remove that charge. I had to spend around 72 hrs of time with **** customer care, the source store and travel time for this issue which happened due to mistake by store sales person.
Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Dear BBB, I am writing to express my extreme disappointment and frustration with Source regarding my order #*******, placed on November 25th. As of today, January 3rd, I have yet to receive my order, *** *** **** ** ********** **** ****** ** ************* * **** ************ *** ********** ** **** ****** ************ * ****** ******* *** ** ******** *** *** *********** ****** * ******** ** ********** *** ******* ********* *** ******** Source seems to be relying solely on the courier company ******* ****** ************** *** *** **** ******** The insistence on waiting for *** to reply without actively seeking a resolution demonstrates a lack of commitment to customer satisfaction. **** ********* ***** *** *** ********** ******** ******* ** ******** *** *** **** *********** *** **** ******** * ********* *** ******** ******* *** ************** * **** *** *** ** ********* *** ****** ** ********* **** ****** ********* ** ** ************* ** *** * ******* ******* *** ************** ** ********* *** **** ** ***** ******** *** ********* ****** Sincerely, ***** ******
Business response
12/01/2024
This customer received the order then sent it back to us RTS. When we got it back it was determined the customer returned 2 day planners in place of his over 2000$ order. We will not be assisting in any ways.
Customer response
13/01/2024

Complaint: ********

I am rejecting this response because: i never got this order **** ** ********* *** if you believe i recieved it then please provide me a proof of delivery.

Sincerely,

***** ******
Initial Complaint
02/01/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased a ******* (*******) computer monitor as a Christmas gift on Dec. 21, 2023 at The Source in Peterborough. When the box was opened on the 25th, it was apparent its contents had been previously opened (the bag the monitor was originally packed in was in the box but not on the monitor itself). The real problem was that the unit was missing a power cord, rendering the product useless. When I spoke to The Source sales associate I purchased the product from (on Dec. 27 & 28) she informed me that as I did not purchase an extended warranty plan, I was out of luck and would have to speak to ******* to have the problem resolved. While this didn't sit well with me, I followed her instructions and contacted ******* on Dec. 28. They informed me that they could only assist me if I contacted them within 48 hours of purchasing the monitor, and that opportunity had passed. Messages were left with The Source to have the manager return my call. No call was ever received. With some effort I was able to locate a power source for this monitor from *******. Its cost is $139.84. I'd be pleased if The Source, Peterborough, reimbursed me for this amount, and I will not pursue the matter further. Rest assured, I will not be returning to this business.
Initial Complaint
02/01/2024
Complaint Type:
Product Issues
Status:
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.
I bought headphones ( ***** *)from “The Source” on December 8, 2023 and they came out unfortunately defective and lost the sound quality, the store refuses to give me another one in exchange for that one because they say that they are not responsible for that product because it is from the *****, ***** ******* **** ***** ** ** ******* ***** ****** **** **** *** ** **** ************** **** **** *** *********. Mohammed, the employee who helped me, told me ( Dec 27,2023 at 11:50am) that the Manager is not there *** ******** ** **** *** ** **** ** **** * ** ****** **** **** ** ** *** I really ask that they exchange this product for another that works. **** ***** *** ** ** *********** *** *** ***** **** **** ** **** ***** **** ****** *** * **** ***** *** ******** **** *** ****** **** *** *** *********** *** ********* ***** *** **** *** **** ****
Business response
04/01/2024
Hello

As per our return policy your warranty is with *****. Please call or chat with ***** support. thank you.
Customer response
09/01/2024
I bought “***** ****** * “at the Source, they cost me $439.99 (Defective was) on December 8, 2023, then a few days later they were at $199.99. Please I ask them to return the price difference I paid, *** ****** ** **** ***** **** ** ** ****** ** *** They are not responsible for open boxes. If I get my money back, I would buy it again for $199.99, so please I want you to refund me the price difference at least
Initial Complaint
30/10/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
On October 23, 2023, I made an online purchase, ******** ** a ******** ****** game, which was confirmed and was to be picked up at a store. On October 25, 2023, I visited the store and was physically displayed the item, however, despite providing all the required documentation the item was not released, due to a glitch in the system and its unconfirmed status. On October 27, 2023, I contacted customer service and was informed about the situation. They spoke to the store and assured me that the email to pick up the item would be resent shortly. However, on October 28, 2023, I contacted customer service again and was informed that the item was no longer available as it was sold out, before confirmation, and offered to refund I disagree and reject the business conclusion because; The confirmation came on October 23, 2023, and the item was available, displayed but not released to me on October 25, 2023. *** ***** **** ** ***** ** **** ***** **** *** **** *** ********** *** ***** *** ** ******* I disagree that the item is sold out, as it is available on your website, and the store is not the sole supplier of this product, rather than the pick-up location. It is unacceptable that you have collected my money and confirmed the order but have failed to provide me with the service or item that I paid for, ** ******** ** ********** *********, and then offering a straight refund ***** ******* ******** *** ********* *** ********* ****** * ******* **** **** ******** **** *** ** ********* ** ***** ******** **** I request your assistance to resolve this issue. ORDER #*******
Business response
11/11/2023
Hello,

In your confirmation email it states to wait until you receive a confirmation email to pick up your order. You did not wait for this email and the store had no stock already. We will be unable to assist as we have already extensively dealt with this customer in length. This will be our only response to this matter.
Customer response
18/11/2023

Complaint: ********

I am rejecting this response because: The confirmation states that it was sent to the email address, and the order will be shipped shortly; furthermore, you took currency from my bank account on October 23, 2023, and did not provide the confirmed product as agreed, which was in your store at that time. After 11 days, you returned the currency to my bank account on November 3, 2023, ***** * ******* ** ****** ************** ********** **** *** ****** **** ** ** **** ** **** ********* *** **** **** ** ******* *** ******* **** ************** ********** ***** ***** ** *** ***** ** ****

Sincerely,

Complainant
Initial Complaint
19/10/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a ****** * **** system and a elite controller from this store for $1370.51 all together the elite control cost 229.99 then 72.00 for another 2 year warranty extension. I tried to bring the controller in the exchange it cause the plastic rubber covering the controller is separating and the left button sticks abit. I did call after they told they couldn't help me so I waited but nothing so I called again same thing they the e-mail wrong again so I waited another couple weeks nothing so I called again they got they email wrong again. It's been about anorther month now waiting but the email wrong again cause I still didn't get a email with he tracking number or file number or something I don't know I just that they don't want to exchange my controller. Now I switched controllers cause the elite control top buttons don't work everytime now. The stock control just used it a few games now. That control is stuck on up cause it's obviously used I called they said the **** company put the used control in the game. So now I have two bad controllers now both with useless Insurance. ** *** ******* ** ****** ** **** **** **** ** ******* *** ********* **** **** I just want my money back now cause to this isn't working out. ****** **** ** ***** ***** ** ** ****** ************
Business response
20/10/2023
Good afternoon,

Here is a copy of the last email correspondence we went to the customer on October 13th, to which they have declined to respond further.

As outlined in our email we are unable to provide a refund in this instance but the customer has been offered multiple avenues to address this issue; from here it is up to the customer whether they wish to take advantage of those solutions or not.

*****

Hello ******,

Thank you for providing this additional information. Looking at your receipt, I do believe I see the issue; for consoles and controllers, we are only able to replace them over the counter within the first 30 days. After this, ********* handles them directly within the manufacturer's warranty period - that's *********'s policy, not ours, and as an authorized reseller of their products we do have to follow it.

Now, you do have Extended Protection. That is administered by *******, a third-party company, and their policy is the same as ours; during the manufacturer's warranty period, you should be dealing directly with *********. This is actually to your advantage as this will not affect your total repair/replacement value under the Extended Protection plan, which only kicks in after the manufacturer's warranty expires, or for issues which are not included in the manufacturer's protection.

So you have two options here in this case.

The first is that you can reach out to **** Support at ###-###-#### or by online chat at **************************************************** - as you are still within your manufacturer's warranty period, they should be able to repair or replace that at no cost to you.

The second option is that once one year has passed and your manufacturer's warranty has expired, you can reach out to ******* and take advantage of your Extended Protection at ###-###-####.

I hope that this is of help and that you'll be able to get your malfunctioning controller replaced soon!

Kind regards,

Dawn C
The Source Customer Care
Customer response
20/10/2023

Complaint: ********

I am rejecting this response because: i did go by all that and still had problems they sold me everything used ** * ***** *** *** ***** **** ********* I've had consoles before and no problems like this everything was new not second hand.

Sincerely,

****** ******
Initial Complaint
20/03/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Saturday, March 18, 2023, I purchsed a computer online from The Source. The computer was listed for $699.99 plus tax or $792.40. I had gift cards from the The Source and applied them. One was for $100 and the other was for $200. The Order Total came to $492.40. I paid the balance of $492.40 with my **** credit card. I received a confirmation of the purchase (Order No. *******). I was finished and logged off. There was no indication of any problems with the transaction. About an hour later, I checked my credit card balance to see if the transaction had gone through and make sure there weren't any problems with the card. This item is to be a birthday gift so I was making sure. I was shocked to see that The Source had charged the total amount and had not obviously included the gift cards even though the online transaction showed these gift cards as being valid and the correct credit amount. The dispute is getting the credit for the gift cards. These were gift cards from The Source and were checked before the transaction to be sure they were good. I have not had good service from this company in the past and I once I saw that The Source was shorting their own gift cards, I had to respond and file a complaint with the BBB. All I want is that they honour the purchase price of $492.40 as originally recorderd on their web site.
Business response
21/03/2023
Hi ****,

We are sorry for the confusion regarding the charge showing on your card being the full amount. This is only the preauthorization hold that shows for the $792.40 and the $200 difference will release automatically. I can see the partial charge in our system on your ********** for the $492.40 as well as the redemption for the $200 gift cards.
We can understand the concern and frustration this must have caused you when viewing your statement. The different should be released back to your card already, if not within 3-5 business days, I would recommend calling your financial institution so they can confirm the return of the $200.
I can also see that your order is ready for pick up when you have confirmed the above information.
Kind regards.
Customer response
22/03/2023

Complaint: ********

I am rejecting this response because: the total amount of the gift cards is $300, not $200. This difference may just be an oversight. As long as the final price out the door is $492.40, I am happy and satisfied. I am relieved by their response but I just want to get the details right.

Sincerely,

******* *****
Business response
29/03/2023
Hello,
We have confirmed that the total amount in gift cards is $300. One totaling $200 and the other totaling $100. The total amount that your ********** was charged was $492.40.
Kind Regards.
Customer response
04/04/2023

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
27/02/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
30/2022 1:24pm ***** ***** **** headphones99.99. Sold by the source + 2yr EXT protection 29.99 Total: 146.04$ CAD The source sold me a product and protection plan under false pretence with misleading sales tactics specifically made to mislead customers. After multiple times trying to reach a resolution and months of back and forth with the company that provides the protection plan ******* (whom is partnered with the source and ultimately operated by **** ******) ******* agents made multiple and frequent contradictory statements and false promises that they in fact never honoured. When asked to speak to the person in charge of these decisions on to pay out the insurance the agent stated that there is no way to contact these people whom make the decisions to pay out the insurance or replace the product no reasonable effort was made to repair or replace the product and as it was purchased on sale the company has done everything they can to not replace the product or provide proper compensation. ****** *** *** ******* *** ******* ********** documents or specific ******** ** *** ********* ** ***** ********** ********* *** ** ***** ** ******* **** ****** *******
Business response
01/03/2023
Hello,
We are sincerely sorry to hear of the troubles you are experiencing with the ******* Extended Protection. We are actively looking into this for you.
Kind Regards
Customer response
01/03/2023

Complaint: ********

I am rejecting this response because: there’s been no formal action to rectify the issue other then a promise to investigate

Sincerely,

****** ****
Business response
08/03/2023
Hello ******,
After contacting our Partners ******* in regard to your complaint, we have determined that you have accepted the reimbursement which was mailed out to you on February 27th.
Kind Regards.
Customer response
08/03/2023

Complaint: ********

I am rejecting this response because: I never accepted their settlement, I was told I had to take it, for a far less amount then the value of the headphones. The amount was never cashed and your business’s is practicing ***** techniques regardless of this response.

Sincerely,

****** ****
Business response
17/03/2023
Hello ******,

The reimbursement provided by way of cheque was in the amount of your original purchase price of the ***** ***** ******** headphones. We appreciate that at the time of your original purchase you were able to take advantage of a promotional price which is not available at this time. The ******* Extended Protection you purchased does outline in the terms and conditions that in a situation where purchase reimbursement is required, the Customer will receive reimbursement in the amount paid, not the current retail price. As we have fulfilled our requirement in terms of reimbursement, I would welcome you to reach out to our Customer Care team who would be happy to help explore suitable options in the price range of your reimbursement.
Kind regards.
Initial Complaint
15/02/2023
Complaint Type:
Product Issues
Status:
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.
Invoice Date - December 7th, 2022 Order number - ******* Order date - 18th Nov 2022 Amount - $78.37 (incl taxes) Issue - The item has been returned to the store and I have not received the refund yet. The Source rep said they issued a cheque on 31st Dec 2022, however, I have not received that either. This has been followed up on multiple times in the last month but there is no progress from the business.
Business response
21/02/2023
Hello,
We appreciate you reaching out to us. We have been notified by our refunds department that original cheque with your refund was mailed out, however, assumed lost. Our refunds department has informed us that a replacement cheque will be mailed out to you by Friday February 24, 2023. We apologize for the inconvenience this has caused you.
Kind regards.
Initial Complaint
10/02/2023
Complaint Type:
Product Issues
Status:
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.
Order date: Jan 27, 2023 ship date: Jan 30, 2023 delivery date: Feb 3, 2023 i emailed the source with all photos (attached) on Feb 3, 2023 because 4 laptops are missing in the shipping box. they never reply my email. i called their office but the person told me to wait for the email reply. i follow up my email on Feb 6, Feb 7, Feb 8 and Feb 9 (***** ********). this company wont reply. **** ** *** ******** ******* **********************************************************************************************************************************************************************************
Business response
14/02/2023
Hello,
We are sorry to hear you did not receive your entire order. After reviewing, I see that our team has requested an investigation be opened with *** to find your missing order.
Once the investigation is complete, we will reach out to you with the outcome. The investigation with *** can take up to 15 business days. We apologize for the inconvenience.
Kind Regards

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