On black friday I went to best buy to port my line from Virgin to Koodo. Everything all right until now when I got a bill from Virgin for $185. I had not used my virgin number since I supposedly got ported thatg day on Best Buy. Anyway, I talked with the Virgin support the day I got the bill, they told me to go to Best Buy because it should be THEIR responsability. So today I went to Best Buy and explained the situation to the assocciate and first of all he treated me like I knew him from a whole life, even calling me "bro". When i didnt knew him from nothing, but he goes and talk to me with all the confidence in the world. And of course washing Best buy's hands with the problem and blaming ME about it, that I was supposed to call Virgin to put the line down WHEN IS THEIR JOB. Well, after this of course frustrating experience I proceded to contact Virgin's customer support again. After one hour of talk, their resolution is that is not their problem because they did not got the port of lines and that BEST BUY SHOULD PROVIDE ME A SOLUTION. So I go again to talk to the associate and his answer is "nothing we can do, it was your fault, you should've called virgin by then". Of course this does not solve nothing, quite the opposite, made me more frustrated and upset with the situation. Important point is that, all this mess they made has AFFECTED MY CREDIT SCORE, and not even with that they want to take resposability on this. After the non efficient talk with the associate the senior of the mobile department sent me to BELL, because on his own words "they deal with virgin", well I straightfully went to bell and after explainin the problem to the asocciate there his first words were "I am sorry about what happened, this is a big issue and best buy should be the ones taking charge about the situation. He sent me to The source to fix the problem because they have a direct support line with Virgin. On The source, the associate that first of all was really patience and empathic with the situation, called Virgin and after 1 hour there. The resolution from him and Virgin was, IT IS BEST BUY'S FAULT BECAUSE THEY GAVE YOU THE IMPRESSION THAT THEY PORTED YOU FROM LINES, WHEN IN REALITY THEY DID NOT AND THEY SHOULD HAVE CALLED VIRGIN TO CANCEL THE PLAN. So know not only they do not want to do nothing, and when I go to their store to solve the problem, they treat me like $#*! first of all, second do not want to take responsability in the situation and third they do not want to provide any solution. After bouncing me around trhough different customer support, the resolution from all of them,. Every single time it was that is BEST BUYS' FAULT. But they are the only ones that do not want to understand this. Now I have to pay $185 dollars for a service that I DID NOT USED IN MONTHS, that also is affecting MY CREDIT SCORE, just because the associates in best buy are first not ready to treat customers with serious inquiries and second they are apparently not trained enough to do a simple port. In words from the associates from the different locations they sent me, a port is something simple to do so is really hard to mess up. Following this, I highly recommend going to The source to get your mobile plans, because you can really tell that the associates are well trained, and they treat customer how they have to be treated.

From: Insignia AirFryer Recall Sent: Thursday, May 5,2022 12:19:34 PM
Subject: Insignia Air Fryer Recall Registration Confirmation for LJW*******

Thank you again for taking the time to register your Insignia Air Fryer and ensuring that your information is in our system.

As a reminder, your confirmation number is: LJW*******

Within the next 3-6 weeks, you will be shipped a return kit that you may use to return your recalled Insignia Air Fryer unit. Once your recalled unit is returned and processed, you will be sent an electronic Best Buy gift card within 3-6 weeks.

6 Weeks is up in 1 Day. No Kit Sent to Return the Recalled Air Fryer.
They won't let you return to the Store even with a Receipt.

What do you do?

The literal worse company, the worst customer service, the worst online shopping experience, the worst. I ordered a Mac note book supposedly open box from one of the marketplace sellers. First order I placed was on 24th. Said pending on 25 I chatted with a rep who told me to call a number. I was told by the phone rep how did I get this number. Waited for email where it had same number. They Told me there were issues with payment "incorrect address" nonsense to say the least. I obliged and gave new card. The 26th I heard nothing I called again they told me order was canceled because my address was put in too many times what? Ok?... so I asked if I can reorder again the rep said yes would be best to reorder. I did. The 27th I logged in only to see the words canceled AGAIN. I CALLED FURIOUS. I admit I was losing it at this point I chatted and surprise surprise I was told to call. I did she kept telling me that I placed too many orders in 24hrs and that system though I was a bot. Righhhhht. Ok? But an employee told me I should reorder. What to do can I speak to manager? Nothing managers can do for canceled order she said yelling and kept me on hold after she tried to get me off phone I refused and said I'll wait for manager. No manager. Ok. What do I do? No solution I suggested can I place order with you with a new credit card to make sure no address problems. She says ok. I place third order on the phone. I asked her to send me a link to review the conversation she said yes hesitantly and DID NOT SEND EMAIL. Why would she she yelled and told me can't get manager was utterly unhelpful of course she doesn't want me to review. A few hours later I logged in just had a feeling and guess what it said? ORDER CANCELED. I said ok calm down I looked online and item was out of stock, maybe that's what happened. I ordered my fourth order still hoping like an overzealous idiot it's gonna work after all I'm using same credit card I bought iPad with last year. I wake up today the 28th. ORDER CANCELED. I called. The system BANNED ME. Because I ordered too many times she says I was blocked when 3rd order was placed. So when I asked the lady on the phone can I place an order with her and she happily said of course ma'am. She knew I was going to blocked. They started a case. I don't care though. I just got a Mac open box in apple store for 200$ cheaper hahah I realized everything happened for a reason. I would never recommend online worst experience so glad I dodged a bullet

Unlike most people who post complaints here against Best Buy or Geek Squad, not only am I sharing my own experience of their deceptive anti-consumer practices so as to warn other consumers, but more importantly, I'm also sharing several lesser-known but fairly effective steps you can take yourself to make your complaints known to Best Buy, assuming you have genuine complaints.

I purchased a highly-recommended laptop from Best Buy in Toronto in January 2020. Starting in December 2020, and still within the warranty period, my laptop suffered 3 successive catastrophic failures in the span of 3 months – 2 of which required motherboard replacements. Each time I made clear to Best Buy and Geek Squad that I required a replacement laptop, since each fatal crash was causing severe disruption to my small business. Each time, I was assured by Best Buy and Geek Squad representatives that my repaired laptop was completely fine, and they refused to give me a replacement despite me having purchased a 4-year Geek Squad Protection Plan.

Can you imagine buying a new car, having the engine fail on you 3 times in 3 months to the point of needing replacement, and then being told dismissively that your car is fine and isn't a "lemon"? That's exactly how Geek Squad's Protection Plan works – completely fails you when you need it most.

If, like me, you think that Best Buy's conduct towards you, as a consumer, was just plain wrong, why not let them know they should be taking it seriously? Try these three approaches you may not have previously considered:
1. Email Mat Povse, Best Buy's Senior Vice President, Retail & Geek Squad Services, at *******@bestbuycanada.ca and *******@bestbuycanada.ca, and inform him personally of your issue.
2. Did you know it's illegal for any business in Ontario to give you false information about their products or services, including stating that a product is a certain quality when it isn't, or promising to deliver a service or product when they should know that's not possible? All of these things are illegal under Ontario's Consumer Protection Act, 2002. Look into your rights on the Consumer Protection Ontario FAQ website, and if you think Best Buy or Geek Squad haven't been honest with you, file a complaint with Ontario's Ministry of Government and Consumer Services at their online portal.
3. Depending on what you were told – specifically, if Best Buy or Geek Squad have made a false or misleading statement to you – that might be a deceptive marketing practice that is illegal under Canada's Competition Act. File a complaint with the Competition Bureau of Canada at their online portal.

Was so happy to see a smaller size upright freezer on sale. Ordered it and set the delivery date.

As planned delivery occurred on the correct date, but the item was severely damaged, so back it went. Here's where the fun starts. Called it in and about a week later, got an email that confirmed my request and would get a replacement in about a week.

On the planned date, the freezer arrived. After waiting a few hours, I plugged it in and within a day, managed to pick up about $200 worth of "freezable" groceries. Wife is happy, until she told me the ice cream was in a liquid state. Freezer was cold, but what the heck, throw away the ice cream, cranked the temp down. The next day, meat is cold, but unfrozen, frozen veggies are now unfrozen. Get myself a thermometer and checked the temp and what? It's 1c (34F)... Wife not so happy - Cranked the temp all the way down. Following day, temp is now 4c (40F) now meat is still cold, but anything that was purchased frozen is unfrozen: Veggies, Fruits, frozen meals and meat. All that ends up in the garbage. Can't cook all the meat/poultry/fish so ended up giving it away to the local community kitchen.

I call again Best Buy delivery Customer service (BTW, Best Buy customer service DOES NOT handle the Best Buy delivery, so you need to call them... Now I'm not happy. Give them the info and they say... We will get back to you within 7 to 10 days... A week passed and I decided to call them again. Seems my file is somewhere and should be dealt with, at the latest, Friday morning (this is a Wednesday). Friday 2:00, PM, no news yet, So I call. Again and they say we did not get the OK to pick it up yet... I can live with that, what about my refund, they tell me refund request is processed only once item back at the warehouse and will take 5 to 7 days to issue payment. (Then the bank will need another 5 to 7 days to process...

So basically, they took the payment as soon as I hit the "Complete sale" button on their website, I end up with a piece of garbage, but won't get my $$$ back until 5 to 6 weeks later. And no matter what I say, they don't seem to care. I asked to receive an email confirming what was said and they agreed... No email ever received. They have the "we can do what we want attitude" and couldn't care less about the paying customer.

Moral of the story: Pray that you have no issue with the product purchased because dealing with Best Buy Delivery Customer service is one of the least pleasant experience I've had...
P.S.: Best Buy won't allow my bad review - Guess that's how they get those high scores!

I purchased a pack of polaroid film from bestbuy.ca while it was still hot and sunny out ($124) because i wanted to use my polaroid cameras during that time. That was over a month ago on October 5th. It is now November 16th. It's cold, rainy, snowing and dark outside. After realizing my item wasn't delivered to me, even though tracking said it had been, i contacted canada post about it. They argued that i had received it and gave me a hard time about it but finally let me create a ticket. No follow up. Two weeks later i received an email from canada post saying the sender of the item had contacted them about my unreceived item and had i contacted canada post yet? I answered yes i had and sent them my ticket number but they never got back to me. I waited a week more and called canada post. The service agent let it slip that the carrier had delivered the package to my neighbour's safe drop location behind their fence (?) and was supposed to go back to get it on october 15th but just hadn't. She asked me to wait another week for them to get back to me about it, so i did. No follow up again. I call canada post again. They tell me they have RESOLVED the issue with best buy and that i can only deal with them concerning this issue going forward. I reluctantly contact best buy chat, waiting on a long hold with them to finally be told that my case has been escalated to the "concerned department" and that they require 5-7 business days to contact me with my "options". I argue but get nowhere so am forced to wait for an email. EMAIL NEVER COMES. I contacted best buy through chat again today, waiting on hold forever again, TO BE ASKED TO WAIT 3-5 BUSINESS DAYS FOR THEIR "BACK END" STAFF TO CONTACT ME WITH MY OPTIONS GOING FORWARD. WHHAAAATTTTTTT THE FFF?!? I literally feel like i am stuck in the movie Groundhog Day. Is this a joke? Do you guys this is funny? I paid for an item that i did not receive, and i've waisted hours of my life chasing both the carriers you use and your own company around just to get played with like a cat with a mouse. I feel like screaming and i'm not even a screamer.

OK Best Buy Canada, if you want to know why you are losing the battle with online retailers, try this. Now, please bare with me as I unfold the story. I promise I will make my point at the end of this.

I filed an extended replacement warranty claim with Best Buy Canada(Geek Squad) the 1st week of July to fix my broken TV. Many calls(& hours of my time) later you sent me an email(July 10th) thanking me for scheduling an appointment with Geek Squad. As I had not yet had an appointment scheduled it took me several more calls over the next week to finally get a confirmation on the appointment which was to be on July 18th. Yet, when the "tech" called to arrange the appointment he stated he was just making the appointment, not attending on the 18th. After a discussion he agreed to look at the TV on the 18th and then verified it was broken and needed to be replaced.

Now the fun starts, he would need to submit a report and then about 4-5 days later someone would evaluate it and contact us. WOW! After a week goes by, I again began the task of calling the Best Buy Canada Geek Squad line to find out what is happening. When I finally get through, I am told the case will be turned over to "a store manager" for me to come in and get a replacement TV. Do I have a choice in selecting the store to shop at, NO.

A few days later I receive "the call" through voice mail telling me to come to the store(Murphy's Law - of course it is one I have never had any luck with in stock items, even before this Cov*D stuff started). Also, there is no way to respond to the call as Best Buy Canada stores no longer answer phones, nor do they let you leave messages.

OK, now for the really interesting part. After going into the store this past Sunday(Aug 2), selecting the replacement TV(did I mention the shelves are empty at Best Buy Canada and every comparable model needs to be ordered) I completed the transaction with a promise to have it shipped by Aug 7th.

Best Buy Canada if the shortcomings outlined so far are not enough to realize you have some problems with your customer service, here is the kicker. Early evening Sunday(6:30PM) I get an email from Best Buy Canada stating"Your order has shipped #*******xxx". I got excited thinking WOW, that was really fast, and I will have a functional TV by the end of the week. HaHa! The jokes on me again.

This morning(Tuesday Aug 4th) when I click the link to "rack shipment" I find that only the shipping label was printed on Sunday. Best Buy Canada has not actually sent anything, and Purolator has not actually been provided with my TV for delivery. Apparently Best Buy Canada feels that printing a shipping label is the equivalent to shipping a parcel.

Now for my point, I promised I would make it so thanks for sticking with me. On the same Sunday I received the email that ""ur order has shipped" from Best Buy Canada I placed an order on Amazon.com(confirmed at 8:44PM) for a seat cushion. The order was to be fulfilled by Amazon.com. On Monday morning I received an email from Amazon.com that my order had shipped. When I clicked the "T"ck Your Package" link I was delighted to see that it was in the possession of the courier. Apparently Amazon.com views "sh"ped" as to have been shipped, unlike Best Buy Canada who view printing a shipping label as being shipped, and my package from Amazon.com arrived at my door just about noon today(Tuesday Aug 4th).

Best Buy Canada my order is still showing as label printed and not in the hand of a courier, even though you were delighted to tell me on Sunday that it had shipped. I think that Best Buy Canada might do well to look at themselves and ask why customers like me are turning more to companies like Amazon.com for retail products. Setting expectations and delivering on them are keys to ensuring your customer base is satisfied with your organisation. The current state of the world is presenting challenges that many companies have never faced but that does not provide a new platform where every shortcoming can be explained away by the virus. Your Geek Squad people blame Cov*d for their delays, your store managers blame Cov*d for not answering phones, your store personnel blame Cov*d for lack of staff and inventory. It is easy for a company to hide behind a vail of excuses but those companies who will survive and thrive during these times will find ways to accommodate and work with the needs of their customers. It may not be pleasant to provide honest answers but setting expectations which are real and honest will prevent buyer remorse and resentment for the purchase. In my case, your store employee told me that the TV would ship by Aug 7th, not Aug 2nd. That became my expectation. Why set an unrealistic expectation through a false narrative?

I pre-ordered the Avengers 4 pack steelbook collection. Bestbuy shipped this to me on August 14 2019. They packaged this in a white plastic Envelope instead of a box. The item arrived warped and dented obviously. There are 4 or 5 negative reviews on bestbuys own website with the exact same complaint about the exact product and none of them are mine because bestbuy would not put my review on thier website.

I contacted bestbuy on Aug 14 2019. The very day this package arrived. I was offered 15 percent off or a refund. I made it clear that I wanted an exchange and the 15 percent off was insulting. I am a collector of steelbooks so obviously I want this in my collection undestroyed of course. This is why I prefered an exchange. This very product was still available at bestbuy USA from August until now. Considering they did this to more than just me. They could have done the decent thing and got replacements for all the people they did this to. They had to know they did this to more than one person and that it was not right.

These products became available again in Canada early November which is a miracle considering bestbuys terrible stock levels on steelbooks. So I contacted customer service by replying to the same email I sent back on Aug 14 asking for an exchange since they were in stock again. I was also emailing to let them know they didn't even make good on the 15%. They reply back that It was outside the 30 days so we will give you 15 percent off the next purchase. I replied back for her to scroll down and look at the Aug 14 date on the first email contacting customer service. It is not my fault bestbuy took no care in the packaging of my item. It is also not my fault they had no stock available.

I want to be crystal clear. This is one hundred percent the fault of bestbuy. Either the company has a policy of packaging fragile heavy items in envelopes or one of their employees made the descision on thier own to package these items in a negligent way. Either way this is one hundred percent bestbuys fault. Not mine and not the courier. The very next day a box comes from bestbuy with a single steelbook all nice and protected. This made me angry to see the level of protection a $50 item recieved while my $200 product was treated like garbage.

There is a review on this sitejabber page by Dave complaining about the steelbooks on bestbuy.ca. This reviewer is dead on about best buy Canada. Sometimes a movie will become available then within hours or a few days it is gone forever. At the same time many of these same titles are available in best buy USA stores and online for months afterwards.

Their selection is small and thier stock levels are terrible. I won't even get into what I think of the steelbook market sellers on bestbuy other than to say it gives me a very negative feeling about bestbuy.

Just this summer I pre ordered Dumbo steelbook on probably the first day it was available. It was available for pre-order for weeks after I ordered it. Then I get an email when they started shipping basically saying we couldnt get stock and here is a gift card or whatever for I think $50. These were still available after the release in the USA. Then a few weeks later they became available for a day in a couple Toronto stores. Ultimately I did not get one and I am not pleased about it. The $50 did not make that right at all. It made it feel better but not right. Bestbuy Canada is unreliable for steelbooks.

Canadian bestbuys didn't bother to carry arcade 1up games like thier American stores. This no longer matters since their competitors are all selling them now which is nice. Amazon, walmart, london drugs, eb games.

The way that Canada bestbuys and the USA bestbuys are run is like night and day. USA bestbuy is awesome. Canada bestbuy is terrible by comparision. I love going into American bestbuy stores. LOVE IT. I never go into Canadian ones anymore at all.

This experience has left me with a very bad feeling about this company. I have dealt with bestbuy and future shop for decades. If I ever returned a product I cannot recall it. It is possible but I am by no means a habitual returner.
I am an easy customer and the only reason I am even writing this review is out of total frustration with this company. These people won't even admit when they very clearly made a mistake. They have no regard for thier customers and no regard for the reasonable care of thier customers purchases as far as I am concerned. They won't even admit they did anything wrong or apologize in a meaningful way that isn't a canned response from some customer service person who obviously could care less.

This is not the first time I recieved a steelbook in an envelope with damage. In the past it was single steelbooks with small cosmetic damage. I dind't bother to complain about it to bestbuy since it was minor damage. Still they always came safely in boxes before this.

Learn how to treat customers right. It isn't that hard. There is a reason you have so many one stars around and it isn't because you are a pleasure to deal with. You are the exact oposite as a company.

I would also like to note that bestbuy would not allow my perfectly reasonable but negative review to be posted on their website. Others on this website have complained about the same thing. Obviously as a result bestbuy reviews are not trustworthy.
Try running a more decent company and people won't feel a need to put up negative reviews.

My Message to Best Buy Canada

I bought a fridge, stove, dishwasher and washer/dryer from you guys. You told me if anything was wrong to accept it and you'd make it right. Well the dishwasher showed up scratched.

My appointment was for yesterday between 8 and 11am but you guys never showed up and never called (I had your pre-recorded call the day before to confirm the appointment). I wasted a whole day and paid a tech out of pocket for his wasted time. I called Best Buy at noon to know what's going on but you guys were clueless as to why. You PROMISED that you would call within 24 hours. Well the 24h came and went without a call. I called you back and even the person I had on the phone was getting frustrated with you guys because not one manager could give him a straight answer. After close to an hour an the phone he apologized but he told me he was basically helpless... That's great customer service so far right?

After speaking to so many different people someone basically told me that you'll 'll do the switch and that it was YOUR ERROR BECAUSE YOU GUYS DIDNT PUT THE RIGHT INFO FOR DELIVERY. You offered me a $100 gift certificate. I have never been so insulted... I paid my technician cash to wait around for nothing, I missed a whole day of work for nothing and now I'd have to miss another for you because of your mistake and you're going to insult me with a $100 gift card, NOOOO not going to happen. I don't want your card, I don't even want you to compensate my time but I've asked you to send a technician to install it since I already paid him out of pocket. You guys said no and are going to leave me out to dry. MAKE THIS RIGHT... You have wasted my time when you delivered it, you wasted my time and a techs time for a delivery that never showed up and now you want me to waste another day... for one lousy $100 gift card? Don't insult me and DO THE RIGHT THING. Come Monday I will do a stop payment if I do not hear from you and you are welcome to come pick up ALL the items when you refund what I have paid so far.

Best buy turns out to be the Worst Buy when purchasing online.

Twice I was sent the lower model without the feature of Auto Rack on the Hamilton Beach Toaster Oven.

The second time ordering, I specifically informed the call centre rep to ensure that I get Model *******C with Auto Rack instead of *******D without Auto Rack, and was told not to worry.

Both times the shipping label stuck on the box mentions the correct model *******C, whereas the box itself is of model *******D!

I called again and the rep mentioned that the model C has been discontinued and replaced by model C. But she had no response as to why the customer was nos not informed AT ANY TIME during the second ordering process or even when the lesser model was shipped.

The best buy website, even today, shows the model *******C as still available for sale online as well in-store and can be Reserved for store pick up.

I had used up a $20 best buy Gift Card when ordering the toaster the first time, but when I called to inform that the wrong model was shipped I was first told to take it to a store and have it exchanged IF the manager agrees, because the model is different!
I explained that I bought the item because of free shipping, since I am retired, do not have a car, will have to take two trains, and spend extra time and fare costs to take
It to the store. Besides, I would have to carry the box all along. Then I was offered a return mailing label and drop the box to a post office. I was never offered a Canada Post pick up from my building, as my concierge said can be arranged. So I dropped the box off and received confirmation that it was signed for at the best buy warehouse.

But it was not entered into the system and would take 3 to 5 days to get the refund.

So I paid a second time for another online order, after confirming that the correct model would be shipped.

Since the previous refund had not been made, I could not use the same Gift Card value.

When I called to report that the wrong model was sent the second time, the rep was quite terse and not helpful, informing that I need to take it to a store and see if the manager agrees to exchange it for the correct model. Or I could go through the same return and re-ordering process again, meaning that I would have to pay a third time without having a toaster oven! Besides, I could no longer trust best buy's employees to do the right thing after taking payment first.

I had no choice but was forced to not avail of "free shipping, to take two trains, spend extra time and fare costs to take it to the store, having to carry the box all along."

At the store there were plenty of the correct model, and, shockingly, I met an associate, Divya, who helped me all the way through, even offering to carry the box for me through the store. I told her of the way I was treated so far and noted that she does not belong in a place like best buy, because her customer service skills would be appreciated and
Compensated far better by top-notch businesses.

I have the refund of the first order now, but am stuck with the Gift Card, which I shudder to have to use again at best buy.
I would like to have the amount taken off the Gift Card and re-credited to my
Credit card against the second order.

SHAME on best buy's management and online practices!