Best Buy Canada Reviews

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Just plain old incompetence

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 (Murphys 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 #83677xxxx". 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 "Track 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 "Your 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 "Track Your Package" link I was delighted to see that it was in the possession of the courier. Apparently Amazon.com views "shipped" 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 organization. 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?
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ID
#2098499 Review #2098499 is a subjective opinion of poster.
New Reviewer

Terrible Service

In January 2020, I called to cancel an in-home visit from the Geek Squad for my home computer. Instead, they cancelled my account in error. A Supervisor was to call me back, but I never got a callback. Last week I called again, I hadn't heard back and yet again I was told I had to wait for a supervisor was to call me... no call. I called today and "customer Service" person says I have to pay all the monthly fees from the date of the cancellation(WHICH I DID NOT CANCEL!!!!!) to have my account reinstated. This type of business practice is unfair and completely a money gouge. I will not do business with Best Buy, Geek Squad or any company that treats their customers so badly! was to call me but no such call.home pp plan cou

User's recommendation: Stay clear of the Geek Squad. They pretend to have customer service but they are out to take every cent from you.

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ID
#2707452 Review #2707452 is a subjective opinion of poster.
Preferred solution
Re-instate my account at no further charge to me and apologize for the error, the no call backs and the outrageous suggestion that I should pay all the months that I didn't get service from the Geek Squad for one of your employee's errors!

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New Reviewer

I WAS LIED TO!

I was told when I bought this package, in no uncertain terms, any kind of help I needed I would get! I found out that's not the case! I needed some tutorial help completing adding graphic to an MP3 file. WELL THAT'S NOT THE CASE! (''any kind of help I needed I would get'') WAS A LIE!
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ID
#2646721 Review #2646721 is a subjective opinion of poster.
Location
Surrey, British Columbia
Preferred solution
HELP
New Reviewer

Poor Customer Service

When Best Buy is not the Best Buy around. Best Buy Canada doesnt want you to use the Low Price Guarantee. If you use this policy more than once you get Blacklisted and banned from shopping at the store. They make it seemingly impossible to get a price match because they only show partial model #s on the web store for some products,and that you notice the full model #.They blacklist you once you complain about it.

User's recommendation: Boycott Best Buy Canada, Buy elsewhere.

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ID
#2643913 Review #2643913 is a subjective opinion of poster.
Loss
$50
Preferred solution
Apology

Shipping charge

BestBuy charges delivery no matter what amount of the product is as per their policy is what they say when you contact customer service to complain. Hear Best Buy there is a written rule about the customer is always or you forgot that fact.
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ID
#2607653 Review #2607653 is a subjective opinion of poster.
Location
Brampton, Ontario
New Reviewer

Applience

I wanted to call and place an order for a Miele coffee maker worth 5000 plus dollars. I am so frustrated that not only will I be canceling my current order in appliances. Worth 3000 plus. I will buy the coffee maker somewhere else. I was happy with the store service. This has totally pissed me off. I will give lots of negative reviews. Very frustrated

User's recommendation: Don’t buy here you can not speak to a really human.

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#2584530 Review #2584530 is a subjective opinion of poster.

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New Reviewer

Allowed Fraud procedures against client

I have been a victim of FRAUD. I purchased 4 Steam Cards and submitted pics of the revealed codes via email and they were stolen. I realized afterwards that I was a victim of fraud and contacted STEAM. They informed me that any credible company that sold these cards would refund my money and return the cards to STEAM. I went to the BestBuy location in Granby where I purchased the cards and they told me that they would not help me and I had to go to police. I have gone to the police and filed a report. After contacting StEAM, I was informed that the store that sold me the cards should have refunded me. this matt

User's recommendation: AVOID.

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ID
#2574158 Review #2574158 is a subjective opinion of poster.
Loss
$400
Preferred solution
Full refund
New Reviewer

Waiting since SEPTEMBER for a latch.

When we bought our fridge I told them we needed the door to open right to left. They said for another $39.95 they could do that. My husband said it would be a 5 min. job, and he would do it. The part is listed as included with the fridge. It was not. Best Buy has been horrific to deal with. I have been promised so many times that they would expedite and resolve the issue. NOTHING!!! her a

User's recommendation: Shop elsewhere.

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ID
#2537026 Review #2537026 is a subjective opinion of poster.
Preferred solution
I want the door latch. I don't care if they have one made in a private shop, or if they go to the factory and pick one up.They can install it and apologize. I just want this DONE.

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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. Heres where the fun starts. Called it in and about a week later, got...
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#2451086 Review #2451086 is a subjective opinion of poster.
Location
Montreal, Quebec

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New Reviewer
Best Buy Canada - Terrible customer service
Best Buy Canada - Terrible customer service
Original review updated by user Feb 23, 2021
My daughter's laptop crashed (failed hard drive) during the covid lock down about a week before her next school term was to start. She found a laptop online and included a back up hard drive, cover and office 365 - the estimated delivery was before school starts up...
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ID
#2432616 Review #2432616 is a subjective opinion of poster.
Loss
$90
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer
Update by user Mar 01, 2021

Company fixed the issue and I have been provided with full refund. Canada Post took more than 30 days to deliver (who sends 43 inch TV by mail?) once they got it from Best Buy.

Customer service (super cool/nice person) directed me to buy another TV (same model and brand) and Best Buy would 1) hold it for pick up at my neighborhood store) and 2) honor the original price from back in December (a month earlier). Lees than 24 hours later I got an email from Best Buy, saying to come pick up my TV any time!!!

Wow, excellent service. Full refund of first TV..

Original review posted by user Jan 29, 2021
I am held hostage, stuck in my house for 5 days straight because Canada Post does not tell me what time to expect a delivery. Canada Post keeps changing the expected delivery date, and finally just says delayed delivery with no date. Its like back in the 60's when the...
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Resolved
ID
#2400055 Review #2400055 is a subjective opinion of poster.
Service
Best Buy Canada Shipping Service
Pros
  • Geek squad is great
Cons
  • Best buy uses canada post to ship big box items
New Reviewer
Disappointed that Best Buy Canada Ltd. doesnt honour its Low Price Guarantee. Obviously Best Buy Canada Ltd. should change its name because it doesnt price match EB Games Canada. Which incidentally is its biggest competitor for Video Games. When trying to price match a...
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ID
#2392326 Review #2392326 is a subjective opinion of poster.
Cons
  • Unresponsive and long waits
  • Not honoring low price guarantee
  • False advertising
Loss
$10
Preferred solution
Price reduction
New Reviewer

I want you to send me an Email to confirm my order of GE 33" Refrigerator

I only want you to send me an Email of confirmation of the transaction of GE 33" wide , 21.2 Cu. Ft. Top Freezer Refrigerator in Stainless Steel - Energy Star , Model # GTE21GSHSS which will be delivered to my home on 5/5/2021 . Thank you so much , and God bless you .
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ID
#2390144 Review #2390144 is a subjective opinion of poster.

Defective product

Order number, 87779**** Last week I received an item on that order, namely a cordless Key Board and Mouse. The Dingo is missing, which goes on my computer. The item is usually stored in the mouse, but it's missing. I've used a Wi-Fi keyboard in the past. Could you please replace this item as soon as possible and let me know when it will be done. Thank you, Joseph Zammit, 200 Ridley Blvd. Apt 105 Toronto, ON M5M3M2.

User's recommendation: Lets see how fast you action my request.

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ID
#2376165 Review #2376165 is a subjective opinion of poster.
Location
Hamilton, Ontario

Very disappointed with Best Buy's Online Purchase

I am very disappointed with Best Buy's online service. I have returned my item to Best Buy on Nov 19th, 2020 successfully via Canada Post using the return shipping label provided by Best Buy. Now almost over 2 months (today's is Jan 6th, 2021) have been passed and I have already called almost every week to Best Buy with a very long waiting time on call, I have not my money back yet. That's is not fair. I recommend everybody DO NOT ORDER ONLINE TO BEST BUY, THEY HAVE VERY BAD CUSTOMER SERVICE, especially in terms of return and response. They do not take it seriously in case of return your item.

User's recommendation: Not for Online Purchase.

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ID
#2369597 Review #2369597 is a subjective opinion of poster.
Location
Windsor, Ontario

Order not received but charged to credit card

Cant get answers, been waiting three weeks

User's recommendation: Buy elsewhere where they actually have the ability to service the customer.

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ID
#2349422 Review #2349422 is a subjective opinion of poster.
Location
Concord, Ontario

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