Best Buy Canada Ltd.

I would like to know why when I ordered something from your website on the 15th of December it told me it would be delivered on Wednesday, December 21st I even called and did an order inquiry on the 16th and the lady I spoke to assured me it would be delivered before Christmas, and now when I check my order status it says it won't be delivered now until Thursday, December 29th? This is to be a Christmas Present, and your website clearly stated it would be delivered on time for Christmas and now it won't beNo Email stating there would be a delay in shipping or nothingThis is very poor Customer Service and I will never buy anything from Best Buy ever again

This is the worst customer service I have ever experienced, bar none I ordered the xconnected basketball for my nephew for Xmas times, with a paypal account that works fine at every other Canadian web site The system waits days before sending a note that it cannot be processed I phone bestbuy customer service to be told that it is paypal's issue, not best buy's HELLO?? what do they teach their customer service folks? Bestbuy is selling goods saying that Paypal is a supported payment method, but it is really not supported, and that is not BESTBUY's issue?? This is ridiculous Worse than that, I call all the best buy stores I can think of in Kitchener, Waterloo, and London No answer at any store during Christmas season in the middle of the day I don't know what kind of Mickey Mouse operation Best Buy in Canada is, but this is no way to treat customers I now have to scramble to try to find a last minute gift for my nephew at Christmas Time I will never do business with Bestbuy again Pathetic

Warning to all purchasing extended warranty through Best Buy, don't do it! The associates at Best Buy will not inform you of this but after your years is up, you have to call Assurant Solutions to cancel your warranty or else it moves into another year and they will continue to charge you for the service I had to hunt for a number to call after seeing that they continued charging me after my years was up Was never informed by Best Buy that I had to do this when I purchased phones with this plan In fact when one of the phones had water damage that wasn't covered months prior to the year mark, I was told that I had to continue paying the monthly amount until it ended At this time I was not informed that I needed to call at the year mark to cancel, I was told it would end at yearsVery deceptive business practice and everyone needs to be aware to NOT purchase this from Best Buy Be warned! Assurant Solutions are no help either, they are just interested in collecting their monthly fee! If I want to raise a complaint, I have to write them a mail in letter, no email no phone call to the company headquarters to get this resolved

Purchased a laptop hard drive in Oct along with Extended Care option, the hard drive failed in May 2016, so it was replaced at Besty Buy with no problem but the second hard drive failed weeks later I went into Best Buy at Bay/Dundas in Toronto, waited mins only to be told it wasn't in stock The Customer Service rep said give me your details and someone will call you when they are in stock No one called I went in to the store on Jul and spoke to Marianne, who said I was not in the system and suggested this was some sort of scam Eventually she said to me "I am going to do you a favour - replace this hard drive but void the warranty." I refused this generous offer Even her superior Holly said that was all they would do I asked for a statement from them to think about it and they refused to put anything in writing The company don't even answer the phone
You don't buy from Best Buy you DONATE! You get nothing in return - no product, no service and no follow through A waste of money all round

The monthly Geek Squad protection on my phone is impossible to cancelI was not informed of this when I purchased the phoneThis is a deceptive business practicethat I want to warn others about

years ago bought a TV with year warrantyThe TV never did work properly , kept turning itself off, they deemed it not economical to repair , I got a person on the phone who I could barely understand, when I spoke she would take seconds to even reply, and then just kept saying the same thing She gave me an authorization number for exchange , and it was like pulling teeth to get her to explain what to doI haven't even had the TV for years, yet I would have to buy ANOTHER warranty for the new TV, even though the warranty was for years, she said if the TV is exchanged the warranty is fulfilled! Even though the fact that they couldn't fix it was not my faultThis is highway robbery , the other years should be honouredI am now going to get a refund and find another place to buy a TV from , the service and attitude on the phone, I can't in good conscience go there or recommend Best Buy ever againThe " how likely to recommend " should have a NEVER button

This is directed towards geek squad,computer repairs.overpriced,rarely call back if ever,takes more than a month to have a computer repaired,poor customer relations and service,you stand in line worse than a bank on paydays,the prices to repair anything is outrageous.I clearly would advise customers to know they aren't a good option unless you have time and money to waste.they know a comp is sent to some depot but cannot contact repairs because of 101reasons

Your email confirming a purchase online clearly states that you are able to cancel your order anytime prior to it being shippedThis is false, after attempting numerous times to cancel my order online as instructed by your confirmation email I called best buy to have it cancelled and was informed that orders cannot be cancelled prior to shipping despite what bestbuy states in writing *** ***

Cell phone warranty scam: We purchased a cell phone for our daughter, along with the extended warranty. We were told that it didn't cover lost or stolen phones -- so I explicitly asked if the insurance could be cancelled if the phone was lost, and was assured that it could be. Makes sense, right? If you don't have anything to insure, you should be able to cancel the insurance. Well... not so. The cell phone was lost in Dec of 2014, 2 years into a 3 year contract, and when I went into Best Buy, they wouldn't even address the issue. I was given a phone number, and when I called the number, I was told that they would not cancel the policy, but I could cancel my credit card and get a new one issued, to stop the charges. I did this, and the charges appeared on the new credit card. My credit card company can't stop the charges, and referred me to Consumer Protection Services. [redacted]
I buy a lot of computer components and peripheries. I will NEVER purchase another thing from Best Buy or it's sister company,[redacted]. I will continue to order online or, if I need something right away, go to ANY STORE BUT BEST BUY.

This company is extremely inefficient. Waiting for a credit on a returned item and it has been challenging. Used Paypal and both they and Best Buy state on their websites that funds will be withdrawn when item is ready for shipping. Not true. Funds are taken within the hour and then they make it difficult to get them back when a return is done. They also won't take a cancellation on online even though they website states that they do. I tried to cancel within the hour of ordering and was told that I would have to wait for delivery of item then return it. What kind of business does that. I would never recommend them. I even contacted some of their executives via email (found on the web with a lot of looking). No response

we bought A [redacted] TV from best buy Canada on 5/8/2015 ,we paid for extended warranty with Geek Squad ,the LCD had problem there was a track line on LCD ,we call squad first ,they send us 2 technician ,they tried to diagnosing the TV after that the TV stop working they told us the need to replace too,any way they left TV broken in home and gone for 2 weeks .they came back after 2 weeks change panel and when we asked for Report they did not give us report and gone.,the TV works for 1 day and stop working again .then we call [redacted] directly for support .and then [redacted] service could not find any record about parts that squad change for his TV .

My mother and father are so angry about this ,they did not use this TV ,and then about this bad service ....and now still they don't have TV,

On December 8, 2015 my wife & I went into the Best Buy store #958 in Coquitlam BC to purchase a Sony LCD TV model # [redacted] along with a tilting wall mount and the four year warranty.
I was told it would have to be ordered for "In-store pick up" and the pick up date on the receipt is Dec 10, 2015.
I was also told that I would have to call them to see if it had arrived. I tried phoning over a dozen times over a period of 2 hours, on the day after it was due to be in the store, but they never answered the phone.
I then drove back to the store (45 mins in traffic) to pick up the TV only to be told that it had not yet arrived at the store. I then requested to reverse the sale as they had not completed their contract and the communication was nil. I was then advised by their supervisor that they would not reverse the sale until they delivered the TV to themselves for the "In-store pick up". To date (Dec 16, 2015 I have still not been advised that the TV has arrived.
I tried today (Dec 16, 2015) to call them and after 10 attempts with no answer I decided that it was time to call [redacted] to dispute the charge which they did.
[redacted]
I do not want them to try and resolve this as I do not want anything to do with Best Buy, they could not pay me enough to have to deal with them again.

The product (a Belkin iPhone dock) seemed to get stuck during delivery for many days. After I complained to Best Buy it got moving again. When it finally got here I found that the product has been used. It is NOT new condition.

I will never again order online from Best Buy.

Bought warranty for my phone from best buy. They lied about hidden costs. When asked out right if there would be any additional charges they said no. Even gave scenarios in case they didn't understand, the sales rep assured me that I only had to pay the monthly fee and nothing else. Which is a complete lie. Then stated there is nothing they can do and didn't care that there sales reps are giving out false info to their customers.

I would like to know why when I ordered something from your website on the 15th of December it told me it would be delivered on Wednesday, December 21st I even called and did an order inquiry on the 16th and the lady I spoke to assured me it would be delivered before Christmas, and now when I check my order status it says it won't be delivered now until Thursday, December 29th? This is to be a Christmas Present, and your website clearly stated it would be delivered on time for Christmas and now it won't be. No Email stating there would be a delay in shipping or nothing. This is very poor Customer Service and I will never buy anything from Best Buy ever again.

I bought a cell phone with Best Buy's product service plan in July 2015. The phone was $410 at the time, and is apparently valued at $315 today. I've been paying $13.64 every month since (a total of $231.88 to date). I only invested in the product service plan because the person working at the cell phone counter assured me that I was investing in an in-store service or replacement plan.

That same phone has been on the fritz, so on December 19, 2016, I went into the Edmonton West store to take advantage of the service plan. Without making any attempt to look me up, the employee at the cell phone counter told me I had to call a 1-800 number to file a claim There was nothing they could do for me in-store, despite me having purchased what I thought was an in-store replacement plan.

I called Geek Squad there in store, and after talking with a person for nearly 30 minutes I found out that I would have to send my phone in for a diagnostic, at which point I'd either receive my phone fixed, a new replacement phone (same model only), or a gift card worth what the phone is valued at today, NOT the value of the phone when I purchased it. That's another [redacted] - the person I bought the phone from in July 2015 made it abundantly clear that I would receive a phone of equal or greater value. That simply isn't true if I receive a gift card worth roughly $100 less than I paid at the time of purchase.

I also found out that I would need to either send my phone away and wait for nearly 2 weeks for either the fixed phone, replacement phone or a gift card, or I could pay a deposit for the value of the phone. I was also informed that if Geek Squad determines that my phone is broken due to anything "covered" under accidental damage that I would be responsible for a $120 deductible to cover the repair. Best Buy's website clearly states that the product service plan does NOT include any hidden charges, deductibles, or any additional costs to the consumer, but during this conversation I found out that all three of these are false.

When I got off the phone - I was still in the store at this point - a different cell phone employee told me I might have more luck by going to a Best Buy Mobile kiosk in a mall, because they specialize in cell phones. Feeling encouraged, I went to the busiest mall in Alberta (maybe Western Canada) the week before Christmas to talk to a Best Buy Mobile employee, who told me that (of course) there was nothing they could do for me there and I had to go back to the store to talk to a Geek Squad rep. I kept receiving conflicting information.

I wentback to the Edmonton West location, approach customer service and asked to speak with a manager. At this point I just needed someone knowledgeable to give me the definitive information of how I can get my phone fixed, because there's clearly mixed messaging coming from the average Best Buy employees.

The customer service representative didn't fetch a manager as requested. Instead she fetched another cell phone representative who was instantly rude, defensive, and completely unwilling to assist me. His first solution was for me to just suck it up and recognize that Best Buy is giving me a $600 phone, and even if I have to pay the $120 deductible for accidental damage I'm still getting a hell of a deal. This was a ludicrous claim on his part, because we had just established that I would either receive the exact phone (valued at $315 today, not $600) or I would receive a $315 gift card. If you consider that I've already spent $231.88 on the warranty and there's a chance I also need to pay an additional $120 deductible, Best Buy is potentially earning money from me (about $36.88 net) not losing anything. If they don't require a deductible, then the company is only out $83.12, which is a far cry from $600. His second solution was to just pay off my current contract and buy a new phone. If that's he best solution then why have I spent a total of $231.88 to date on their product service plan?

I eventually convinced the guy to let me speak to an in-store Geek Squad rep, who, after taking a minute to actually look up my plan, told me that I did, in fact, need to submit a claim through Geek Squad's 1-800 number.

I'm feeling duped by Best Buy. I was informed that I was investing in an in-store replacement plan, not a "we'll send you a box and you'll maybe get a replacement phone in a couple weeks and maybe charge you a $120 deductible as well" plan. Further, Best Buy is clearly unwilling to keep their commitment in providing me with a phone of equal or greater value. Their employees are also ignorant of the services they sell, and can be very rude.

This adventure has taken over 6 hours and there still hasn't been any resolution. No replacement phone or shipping box is on its way yet. 6 hours of my life I'll never get back and I have nothing to show for it.

This is the worst customer service I have ever experienced, bar none. I ordered the xconnected basketball for my nephew for Xmas 3 times, with a paypal account that works fine at every other Canadian web site. The system waits 2 days before sending a note that it cannot be processed. I phone bestbuy customer service to be told that it is paypal's issue, not best buy's. HELLO?? what do they teach their customer service folks? Bestbuy is selling goods saying that Paypal is a supported payment method, but it is really not supported, and that is not BESTBUY's issue?? This is ridiculous. Worse than that, I call all the best buy stores I can think of in Kitchener, Waterloo, and London. No answer at any store during Christmas season in the middle of the day. I don't know what kind of Mickey Mouse operation Best Buy in Canada is, but this is no way to treat customers. I now have to scramble to try to find a last minute gift for my nephew at Christmas Time. I will never do business with Bestbuy again. Pathetic.

I am writing this review at 1am on dec 14 because I can not sleep from being so absolutely furious with the customer service I received from your bestbuy.ca "customer service" representatives.
On November 25,2016 I purchased in store with the help of a sales associate a spalding basketball hoop for my 8 year old daughter for Christmas. The associate rung through my order online and I paid cash using my debit card to try to stay out of debt. The delivery I was told would be dec 6, and it said so on my receipt. Dec 6, the day is take off of work to receive the delivery. Nothing comes. I check on the Best Buy website and it still says delivery is scheduled for dec 6. Dec 7 no delivery. Dec 8 no delivery. I make my first call to the Best Buy that I purchased this item from and the person looks at my order and is confused by what she sees as there doesn't seem to be any transit information listed and puts a note on the file that I have called and says I should hear from someone in 3 business days. Dec 10 still no delivery so I call Best Buy online to see if there is any update on my file. Nothing and the person I spoke with sounds confused as well as to where the usual information about delivery should be and says that she will forward it to the correct people to look into and I will hear back soon. Dec 12 I call customer service for Best Buy.ca. I am on the phone for an hour and a half with zero results of where this basketball hoop is because it seems to not have any information listed of this item existing anywhere. He recommend I go to the store and get a refund and purchase the item again and then I can see when I will get it. I do not wish to repurchase this item because 1) why would I do something foolish like that when it didn't succeed the first time and 2) I need this present for my daughter by dec 17 as we are having our Christmas early as she is going to her dads in Alberta on dec 23. I am risking ruining my 8 year olds Christmas by not having any present to give her if I do not have this gift in my hand by dec 17! So after 2 and a half hours wasted on 3 seperate phone calls I head to Best Buy on my one day off that is full of things to do already. I arrive at 930am. I explain what I am there for to get a refund and it begins a 2 AND A HALF HOUR experience I will never forget. The sales consultant Christian[redacted] and the manager Kitty were professional and apologetic and attempted to help me get a refund after I explained the situation. However, your BESTBUY.CA customer service people were anything but helpful. They refused my request for a refund even though they could not tell me where this basketball hoop was or if or when I was EVER going to receive it. They said that the three separate people I spoke to on the phone calls failed to escalate the claim properly which is causing the delay in my refund and were extremely unhelpful and unsympathetic to the fact that I am now $407 out of pocket until they rectify this situation and I do not have a basketball hoop to give to my daughter. The final answer after TWO AND A HALF HOURS in the store was that I was required to COME BACK in 7 days and request a refund then and they would process the refund in 7 days which is three days after I am supposed to give this gift to my child. Thanks to the inadequate customer service I have received I do not have the money to repurchase a present for my child for our Christmas. I will FOREVER remember this as the worst customer service I have ever received in my entire life and I will be broadcasting this to anyone and everyone I meet. Bestbuy.ca you have managed to ruin a child's Christmas, I hope you are happy with the job you have done.
Lori
[redacted]

I ordered WWE 2K17 (PS4) on Black Friday for the sale price of 39.99 + tax (order [redacted]). On Cyber Monday I checked the status of my order online and noticed it had been cancelled, which I was not notified of. I called the customer service line and was told by the CSR that the order had been cancelled on Bestbuy's end. The gentleman advised me to reorder the game and call again the following day to price match as he could not do a price match on Cyber Monday. I reordered the game (order [redacted]) and called customer service on Tuesday. I was advised by the CSR that she had processed the price match and I would receive an e-mail shortly. Only a few hours later I checked my order status online and my second order had also been cancelled without notification.

I tried the call back feature on the customer service line and did not hear back. I sent an e-mail through the online form and received a reply 3 days later. The reply advised that my payment authorization had been denied and the rep suggested I contact my credit card company. I paid with Paypal so I suspect this was a generic reply. I called the customer service line and waited an hour to speak with a rep for the third time, and this rep was far more helpful. He advised that Bestbuy was having technical issues with Paypal. He suggested I reorder the game and he would apply the discount on the same phone call. I did, and he confirmed that the discount was applied. Now I'm waiting for the game to be shipped and hopefully there will be no further cancellations.

Despite the best efforts of the 4th customer service rep, I am very displeased with my service. It took 4 customers service reps and 3 separate orders for a single video game. I'm not sure why the first rep couldn't tell me to reorder with a different form of payment...or the second...or the third rep who emailed me. I've had mostly positive experiences in the past and recently purchased a TV+PS4 Pro in store, however this experience will prevent me shopping here in the future.

This review is directed towards Geek Squad. Their cell phone warranty is an absolute scam. I got it in November of 2014, and have been paying $15/mo since. In October my phone (Samsung Note 4) screen had died and had to be replaced. I bought it for $902. Geek Squad told me they do not have any Note 4 in stock and sent me a gift card for $790 and told me to go buy it from any Best Buy store. I questioned why it was less, the answer was 'the price has dropped since the Note 5 has just been released.' The sales rep at Best Buy said they do not have any Note 4 in stock either so just buy the Note 5 ($971), and Geek Squad will send another gift card to honor the policy of 'Equal or Greater' value for the difference; $181.

When I got home and called Geek Squad, they told me they will not honor it because the phone I originally bought is only worth $790 now. I asked hypothetically what if this happened next year and the phone is only worth $400. They answer again was 'you're [redacted] out of luck and you would only get $400.'

I asked them to cancel my warranty since I am extremely dissatisfied with this service. Once again I was told 'too bad, you have to keep paying that $15/mo for two more years...'. (Pretty sure I heard him laughing as well under his breath, or maybe I'm just paranoid.)

Only way for me to cancel is to close down my credit card.

Buyer beware, do not get Geek Squad warranty.