ComplaintsforBest Buy Canada Ltd.

• Initial Complaint

  15/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The website advertises free shipping for order over $35. at check out $79 was added. When I questioned, I was told that yes I would be charged. This is false advertising.

  Business response

  15/11/2024

  Hi *******,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  From what I understand, there should only be a shipping charge of $79.99 plus applicable taxes on purchases for major appliances. Free shipping may be offered as a promotion for certain items, however, if you are purchasing a major appliance, the shipping will be applicable.
  
  I don't seem to see that you have attached an order number to your complaint, but if you were incorrectly charged the $79.99 on a non-major appliance purchase, I would be happy to provide you with a refund. I will require you to provide me with your order number or purchase receipt to take a further look.
  
  Free shipping on orders $35 plus is only applicable to non-major appliance purchases and non-marketplace purchases. Please see the link below for a terms and conditions for this promotions.
  
  ****************************************************************************************************************************
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  15/11/2024

   
  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

  14/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Oct 31 11:30 am I've paid twice for a laptop and I've been given the run around for the past 2 week as to getting the first amount back I've paid. this amount is $944.96. they keep telling me its the problem with the bank and they will get it resolved. I've waited 2 weeks and I went in today to try get it back and they told me the same thing again. I'm not impressed with this business and how things are handled. No Manager or supervisor assisting with this at all.

  Customer response

  15/11/2024

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

• Initial Complaint

  30/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased **************** on October 16th. I could not find the email with the activation key and called Best Buy on Oct 19th. They said they would send me a new activation key in 24 - 48 hours. I located the activation key and it had been disabled. I phone Best Buy on Oct *************************************************** 24 - 48 hoursreference #********. I phoned Best Buy on Oct 28 they said they will send me a key in ***** reference # ********.I phoned Best Buy on Oct 30 on hold for 36 minutes waiting for a manager, reference #********. They said a manager would call me back and they have not called back.

  Business response

  31/10/2024

  Hi *****,
  
  We have received your case in regard to a complaint submitted to the Better Business Bureau.
  
  Unfortunately, digital downloads are non-refundable, but what I have done for you is I have reached out to our vendor to send you a new activation code. Please allow our vendor 48 hours to review this and get back to me with a response.
  
  As soon as I hear back, I will advise you on the next steps.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  30/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I would like to return both items from order #********** placed on October 12. Best Buy's online system isnt allowing me to print a return label. I also contacted Best Buy via chat and phone, but the agents were unable to assist me in obtaining a return label.Could you please provide me with a return label for both items?Thank you.

  Business response

  31/10/2024

  Hi *****,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  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 Canada Post location. 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

  Customer response

  31/10/2024

   
  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

  30/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TV 4 years ago and opted it for an extended 4 year warranty including accidental physical damage as I have 3 small children. The cost of the warranty was over $800 about a third of the TV cost which even now could only correspond to an extended warranty including accidental physical damage (I looked up the cost of warranties now for similar TV's and the basic extended warranty without physical damage is about half the cost). The screen was damaged in September (my warranty runs out in December) and after initially accepting the claim Best Buy has since refused to honour it claiming that I only have the basic warranty that does not cover physical damage although based on what I paid that makes no sense. Note also I had to actively keep calling customer service to obtain this information as Best Buy never contacted me after I filed an incident report. If this damage had occurred after December when the warranty ran out I would have nothing of course so you can understand my frustration as this is specifically why I purchased such an expensive warranty to begin with. I pursued all avenues I could with Best Buy and all they offered was to discount the cost of my extended warranty on my next TV purchase rather than honouring the warranty. Of course now I have no faith in their customer service and they seem to have no intention on honouring the warranties they are selling so I am in no way interested in purchasing again from them. It is not even a question of my word against theirs, as the price I paid for the extended warranty could only correspond to one that includes physical damage. All I would like is either an exchange or refund as per the very expensive extended warranty I had purchased. Thank you. I can provide the original receipt via email upon request.

  Business response

  05/11/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  I have reached out to our membership and protection support team for information about your claim. The team has advised that your plan that you purchased does not include accidental damage coverage. This was determined by the technician that came out to take a look at your unit.
  
  Your 4 year plan was purchased for $819.99 on 11/30/2020. This is in line with current pricing for units of this price. This plan type is priced at $829.99 in 2024.
  
  Refunds and exchanges on protection plans can only be refunded within 30 days, and as such, we will not be issuing a refund on the protection plan.
  
  Apologies for any inconveniences.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  29/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting on a refund for over 10 days to which my concern has been escalated 2x to the refund ***** I have never been given a phone call to discuss this by someone higher then the call centre people. They assure me they can't speak to anyone higher up directly so I am destined to continue getting the run around while they owe me $500+

  Business response

  01/11/2024

  Hi ********,
  
  We have received your case about a complaint you have submitted to the Better Business Bureau in regard to a prepaid pickup that you had placed but was not picked up and charged.
  
  I have reached out to our team from the store and they have advised that you had placed two pick up orders, order numbers ********** and **********. The store has advised that order number ********** was picked up on October 19, 2024 and the order number ********** was cancelled on the same day.
  
  Please let me know if you have any questions or concerns.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  29/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i returned an item and i never got the refund from bestbuy.The order is **********. The vendor never paid bestbuy

  Business response

  31/10/2024

  Hi **********,
  
  We have received your case in regard to a complaint you have submitted about a missing refund for your Best Buy Marketplace order.
  
  You have indicated that your unit was returned but I am unable to see on my end whether this was a return done through a return label, an in store return, or whether the package was never received and returned to sender. Can you please advise? We will require a copy of the shipping label or tracking number if this return was shipped back to the seller with a return label.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  05/11/2024

   
  Complaint: 22481930
  
  I am rejecting this response because: i sent an email to best buy today. the vendor told us to keep the product and gave us a refund. see the bestbuy board mesages.
  
  Sincerely,
  
  ********** Thiyagalingam

  Business response

  07/11/2024

  Hi **********,
  
  Thank you for your response!
  
  I have arranged to send you the $45.19 Best Buy e-Gift Card. Please watch for an email from ******** in the next 2 business days. If you don't see it in your inbox, please be sure to check your junk mail folder. 
  
  Please don't hesitate to reach out for any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

• Initial Complaint

  24/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased an Asus 4080 super GPU (********) in store on 10/08/2024. Best Buy is currently running a promotion for a free game (starwars outlaws) with the purchase of the graphics card. The information indicates that I will be emailed a redemption code for the game within 10 business days. I have waited and have not received an email with the code and I was never prompted to provide an email. Called customer service and visited the store to get the situation remedied but nobody is willing to help. I have been told that this is an online promotion only but it does not state that in the terms and conditions of the offer, it only say approved retailers but does not explicitly state online orders only. Blatant ignorance and disregard for the terms and conditions presented.

  Business response

  25/10/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  I have reviewed the promotion and based on what I can see, this does appear to be valid for both in store and online purchases. If you have yet to receive your digital download code for the Star Wars Outlaws, it looks like there may have been some issue with it being sent to your email address. I also want to offer my sincerest apologies for any wrong information you may have been provided by the store and our associates.
  
  I have attached a document containing a code with the redemption instructions.
  
  If you have any questions or concerns, please don't hesitate to reach out.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  28/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  22/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a open Box 2023 model ******* 75" TV from Kamloops best buy on October 20th /2024 the TV price was $1050 I asked the associate who was checking us out that we wanted the 4 year bestbuy protection plan she added the plan at $374.99 I asked her why is it so expensive as iv purchased TV in the past and was charged only $****** she says that's the price so I paid but now found out by calling best buy customer service she overcharged us by $105 before taxes her name is ********* based off the receipt she also put the protection plan start date wrong as we purchased the TV October 20th she put the start date October 19th which is all wrong she was knowledgeable about this as she works in the TV department and sold a TV the same day we were there so this was no mistake her English speaking skills made it hard for us to understand as she was really answering us directly but we are very upset with this experience as she overcharged us as after everything we never ended up getting the discount on the TV since she overcharged us. I live 2hrs round trip from kamloops and can't just go back as it would be to costly to just drive for this issue I'd like them to refund me the difference back to my card or give a electronic gift card the receipt customer service part number is #******************* The account is under ******* ****** ************ I have included pictures of my receipt and email receipt, I have also included the same tv I bought off the bestbuy web in cart with 4 years warranty at ****** showing as proof

  Business response

  22/10/2024

  Hi ******,
  
  We have received your case in regard to a complaint you have submitted to the Better Business Bureau.
  
  Please note, Best Buy does offer different types of protection plans on major appliances such as TVs. The protection plan you purchased in this case is a 4 years Protection Plan that includes coverage for physical damages. We also offer a regular 4 years Protection Plan for the amount of $299.99 for your TV. The amount of $269.99 that you are quoting, I can see that this is the price for the regular 3 years Protection Plan.
  
  As protection plans can be fully refunded and/or added within 30 days, we would be happy to assist you if you no longer wish to keep the current protection plan.
  
  For more information about what each type of protection plan covers, please see the links below:
  
  *****************************************************************************************
  
  ****************************************************************************************************************************************************************************
  
  We would be happy to cancel your protection plan and provide you a full refund, or return and resell the protection plan you need as listed above.
  
  Please let me know how you would like to proceed.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  29/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  22/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021, I bought a 65" ******** a soundbar, rack,and insurance for all the items.I also paid for professional installation and TV ************** total bill $5,619.41. The seller assured me that everything would be covered in case of damage.On 2022 the soundbar stopped working.When I removed it from the wall, we found that a small piece of plastic was used to secure the cable at the back. Over time, this piece loosened, causing damage to the power connector.I went back to BB but the manager told me that (1) it had been more than 30 days since the installation, (2) the soundbar wasnt covered, only the TV. he apologized for the improper installation. But, 2 years later, I paid $400 to fix.First why I paid for professional installation?to avoid problems.9 days ago,my TV got a scratch I called and I was told that my insurance didnt cover physical damage. They asked me to check my bill, which said "GSP 4 YEARS," Not "GSP + 4 YEARS".How is a regular customer supposed to know the difference?I trust in the seller.he said was giving me discount,but he just sold me a cheaper insurance.Whats even more frustrating is that BB told me I have to fix it , but my insurance would still be active.if the Tv has problems after they will fix it.Which make no sense,because they could say its not their responsibility since someone else worked on it.15th Oct I went to BB.I was extremely upset about this.I asked for a MANAGER, and I was told to ******* I walked to the Geek desk, I tripped over an uneven edge between the carpet and the floor and fell hard.woman came and offered a chair, I asked to speak to a manager, she said she was.Despite being in pain and crying,I explained everything to her and later I found out that this woman had lied to meshe wasnt a manager.Ambulance was called, and I was in ER 6 hr, 10 days medication,and therapy.This entire experience has been incredibly frustrating and overwhelming, made worse by the dishonesty and lack of proper customer service.

  Business response

  22/10/2024

  Hi ******,
  
  We have received a complaint you have made to the Better Business Bureau.
  
  Please allow me to offer you my sincerest apologies for any inconveniences we may have caused. I truly do hope you are feeling better since your visit to the store and the ER.
  
  At Best Buy, we offer many types of protection plans and depending on which type of protection plan is purchased, the coverage for a particular item or appliance may be different. For a more extensive list of what is and isn't covered under a protection plan, it is recommended to take a look at the terms and conditions for the protection plan. I have attached a copy of the terms and conditions for the Geek Squad Protection Plan that you purchased in October 2021. We will not be able to cover any physical damages under the protection if your protection plan does not cover physical damages. Please note, if there is no protection plan for your sound bar, there is no way for this to be covered under the protection plan for the TV or any other appliances.
  
  Please see the link below:
  ****************************************************************************************************************************************************************************
  
  In regard to any issues with installation, these must be brought up within 30 days of the installation date as we can have the technician to return and correct any issues. As your service was done in 2021, there is no way for us to send a technician back.
  
  If you have any questions or concerns, please feel free to chat with our Geek Squad agents online or you can reach out to an agent over the phone at **************.
  
  Thanks,
  
  The Best Buy Team

  Customer response

  23/10/2024

   
  Complaint: ******** .
  
  I am rejecting this response because:

  First , if I know the sound bar doesn't  have a a insurance  i reliazed  2 years ago when i when to best buy and the told me that. But I was 100% convinced  that it had . That was the reason why I Went to best buy.. Second could you explained how I was supposed  to check an installation that is on the wall and the sound bar is a flat soundbar. The only way to check if It that works and obvious it wotk , if yoy will read carefully in my email I said that they put a piece of palstic which got loose with the time.  As a costumer , if I paid for my installation and I see my tv and sound bar is working and attached to the wall  under my perspective is working , I dont  know as my case what they put in the back. 

  Second  I already reviewed the insurance after I realized all the kind of you have what really create my gaps, because  when you buy insurance  and they told you is cover everything  it means everything. 

  Third , the worst part if that the seller just don't  work there anymore, and you just go according  to what is in the bill, You don't  even think the possibility  that the costumer was right, and it was an error from your side. If you reviewed my Geek guy with my number I alway buy in best buy and I always buy the insurance. Do you think that of I know that the insurance does not cover physical damage I will take my tv or try to make a complaint.  

  They lied to me , when I bought all my stuff , when I  went I they told that the tv was cover and then after a year when they said but not the screen , and also the day that I went to the store and someone just laughed on my face saying that she was the manager  and she will called in 3 day.

   My insurance expired in October 2025 , how I can be 100% sure that if I fix the screen and the tv shows some issues after the insurance point to cover,  if obviously every words that any from best buy said was a lied.

   

  I am a loyal costumer of Best buy and I don't  deserve  just and answer sent me to read something that is not the problem.  The problem here is no that I read the details of the insurance, the problem here is that there is not any transparency and it is always you said.leav8ng without  any chance that maybe I am right.

  I need someone  from best buy contact me. No just sent me links.

   

   

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

  Business response

  25/10/2024

  Hi ******,
  
  Thank you for your response!
  
  Unfortunately, there is no way for us to verify what was said and told to you at the time of purchase, however, if there was any miscommunication, I truly do want to apologize for this. Any protection plans that are purchased should be listed in your account online and on your receipt at the time of checking out. We would also be able to advise you upon calling in about this. If there are any discrepancies where you are missing a protection plan that you wished to have added, it is the customer's responsibility to reach out and have this corrected. Please note, we can only add and cancel protection plans and memberships within 30 days.
  
  Our protections plans do not cover everything, and as per our last response, what is covered does depend on what type of plan is purchased. What is covered and what isn't covered is listed in detail in the terms and conditions.
  
  When a service request comes in to our Membership and Protection Support Team, we do review to see if the product in question has a protection plan attached to it. Without a protection plan on the sound bar, we are unable to schedule a service for repair or replacement.
  
  If you have any questions or concerns about what coverage under the protection plan looks like if you do have your screen repaired, I would recommend reaching out to one of our Geek Squad agents at ************** to discuss as they are more knowledgeable on this.
  
  Please let me know if you have any further questions or concerns.
  
  Thanks,
  
  The Best Buy Team

*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. ↩