Best Buy Canada
Burnaby, British Columbia
Canada - V5J5K3
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I am writing this in capitals so you can understand that I am at my wits end with best buy, its lack of customer service and poor assistance we have had for the last month plus!
We purchased a computer for my daughter for college from our local best buy, and we bought all the "bessl & whistels" suggested by the sales associate including the warranty for spills, mishaps ect.
In december, right before my daughters christmas break (Who by the way, goes to college 6 hour away) she spilled hot cocoa on her computer. When she returned to rapid city where we purchased the computer, we took it in and were told it would take approx, 10-14 days for repair. It was a "month" before we were called to say it was repaired and we could pick it up. Each time we called during that month-noone told us anything except "well, its usually 7-10 days". Once we went to pick it up and took in all the recovery disks we were told by the store, that it "was not working still". Even though they had replaced the mother-board, and whatever else, I cannot figure out why it was noone in lousiville-where it went to be repaired could not tell it was not working. So much for geek-squad.
In any case, it was sent back "again" and we recieved it back in the store where I spoke with someone named "richard h" who assured me it would be sent 2 day air to your "brookings" store-where my daughter could drive the hour from her college and pick it up. I had asked if "all" the items we had purchased for the computer would be there-microsoft office ect, and we were told the computer would be "ready to use".
Today-after having picked up the computer from your brookings store, she called stating that "she did in fact not have micrsoft office on the computer". She also had to have the college computer staff mess with the computer as the disc slot would not open... So none of us being computer geeks-as you claim to be - are attempting, yet again to give my daughter a "working" computer.
The newest problem is that she does not have micorsoft office on her computer-whihc I was told would be downloaded on again, prior to returning it to her, as we purchased that too!!!
So here is my 18 year old daughter 6 hours away in college attempting to drive back and forth an hour away to get the computer working as she needs it for school.
I have never had to make so many calls ans speak to so many people in one company and yet still have so much unresolved.
I have called about your renting her or loaining her a computer initially as you gave me an inaccurate repair turn-around time-and was told you do not do that-maybe you had better start...
I have called and spoken to managers who were no more helpul than the floor staff.
To say I am dissapointed is an understatement. I will certainly never buy another thing from your company, and I will tell whoever will listen of my issues with this computer problem. Your follow-up and customer care is "uncaring" to say the least.
My husband just called the best buy here and spoke with "cory" who said to have my daughter call him and he would walk her through putting the "microsoft on her computer... After she spoke with him he told her the "product key" she had with the rest of her paperwork (And wasnt allowing her to download it) , that she needed to download a temporary file, and then use the product key... Well, she tried and that did not work either... Thanks a bunch... So now, here we are going on 2 months with no wokring computer and noone giving a crap to help us...
I am done with your company... Be assured you will never get another dollar from us... And be assured that the hospital where I work-where there are thousands of employees will know of your poor customer service and follow-through. I will tell as many neighbors and family as will listen to me...
Thanks for talking me into all the extras that provided her nothing but a head-ache. I would have been better off throwing it away and starting with a company who cares.
I bought two cell phones from best buy (San Antonio) and purchased the black tie protection. I had to file a black tie claim for the phones in December (Watertown) and they replaced them with no problem. They told my wife and I that we had 30 days to test out phones but the cell phone manager Marty said he employees were confused and that they would not honor that. I spoke to him on the phone and he was unbelievable combative and hostile, calling me a liar and belittling me. I have never had an experience like this and Best Buy refuses to replace the phone they sold me that does not work. Tip: Buy your phones from the carriers, not best buy. Buy your insurance throught the carriers; its cheaper and they honor their commitments.
On 19Dec10, I ordered a new TV at the BestBuy store for which I paid cash. They, in writing, committed to delivering it on 28Dec10. On 27Dec10, I was notified that the delivery had been delayed one week. Having failed to conform to their contract, I asked for a refund on 28Dec10. They flat refused to give me my money back and said I had to wait for BestBuy to deliver a check.
The check arrived on 06Jan11; i.e., they kepy my money for more than one week.
On January 06, 2011 I bought the Precision Acoustics HD45 Loudspeakers 5.1 Speaker Package for the total amount of $525.93 on the best buy website. The day after I received a e-mail from Best Buy saying that my item is on is way and the total amount is $532.44.
I contacted Best Buy and told them that there was a error about the total amount and that I have a copy of my purchase bill and it was suppose to be $525.93 NOT $532.44. They told me that they can't do nothing about it. I told them ... I'll contact my credit card company... I have printed my order when i bought the Precision Acoustics HD45 Loudspeakers 5.1 Speaker Package from your website and the total amount was $525.93 and now I received a email saying that my item is on is way and now the total amount is $532.44. What kind of company are you stealing people like this... you better cancel my order cause i don't deal with company who steal people like this. And make shure the item doesn't show up at my door cause the delivery company will have to bring it back...Thanks for showing me what kind of company BEST BUY is.
I was told by the Best Buy salesman I had 30 days to return the computer. When I asked why the box was open...
Best Buy hates its customers or at least that's the only conclusion I can draw from this month long nightmare right now. My husband and I bought a new washer and dryer from the Best Buy online store. A delivery was scheduled for Dec 13th, 2010. The delivery guys were incompetent and could not find a way to get the washer and drier into my house so they rescheduled for the next week. When they arrived a week later on Dec 20th, both washer and dryer were successfully delivered BUT the washer was damaged and non-functional (the front panel was smashed in and the unit would not even turn on) and thus began our horrendous experience with Best Buy which my husband has been keeping a diary of as follows:
1st delivery - Dec 13 - incorrect measurement, refused to deliver
2nd delivery - Dec 20 - correct measurement, delivered, damaged
Placed 1st Service request on Dec 20 - was promised a callback in 48hrs
Dec 22 - called BB for follow up on previous, found out that a service reuqest was not placed by BB and there was no record of our complaint, this time BB did place a service request and scheduled repair service
Repair Service scheduled for Dec 29
Dec 28 - received call from BB and learned that parts on backorder, AND our washer is now a discontinued item so it is no longer being sold, repair now scheduled on Jan 04
Dec 28 - 4 more hours on phone trying to resolve sooner as we had not done laundry in 15 days
1. called BB and had to leave message
2. finally got ahold of someone at Geek Squad
3. Svc ctr manager Mervin
- very unhelpful, refused to acknowledge reality of situation so I asked for supervisor
4. Mervin's manager Yolanda
- after a very long discussion convinced her to call LG to confirm parts were on backorder
- she was unwilling to do anything else to resolve situation, we then requested a replacement unit
- she dumped me with "a store manager, " at the closest BB
5. Plymouth Meeting PA store, Vincent:
- told us he couldn't help replace our unit because his store did not have it in stock and told us we had to call all the stores to find and talk to a manager at store with inventory
- we asked him to look up other store inventories which he could easily do on his own and found out that the closest store with our unit was 80 miles away
- Vincent transfered our call to this store, Lancaster, PA
6. Lancaster, PA store manager Lisa
- she informed us that she can not ship that far - the deal has to be approved by my local store
- but I just got off the phone with my local store!
- Lisa advised us to call Consumer Relations
7. Mike, Consumer Relations
- promised us he would arrange replacement fast
- promised us the order specialist Tiffany "Goosh" from dot com will respond within 48 hrs
Dec 30th: Ainsley, Consumer Relations
- We called after 48 hrs no contact to check up on status
- found out that there was no record of dispatch to Lisa or Tiffany Goosh to solve our problem
- we requested yet again for a dispatch for defective replacement
- we requested dispatch to dot com supervisor to investigate Tiffany situation also
Jan 3rd: Recvd call to confirm service appt for Jan 04; 2 of 3 parts arrived; 3rd part sched ship Jan 15 (which would mean 35 days of no clean laundry)
Jan 4th: 2 of 3 parts were replaced by Geek Squad Technician, washer now powers on but additional symptoms now appear and so it is non-functional. Service technician Dave recommends replacement; instructs us to call our local store again with our work order number.
Most frusturating and unprofessional behavior yet:
Called Plymouth Meeting, PA Geek Squad, began explaining story, was abruptly interrupted mid sentence and transferred to appliances Erica. I begin explanation again, Erica says I have to talk to Geek Squad. Long hold, then Erica says I have to come to the store in person. I asked why and Erica puts the phone down on table without saying anything. Long wait - someone else picks up the phone, asks if I'm being helped. I say not exactly, begin explaining our situation all over, get interrupted again saying I have to speak to manager. Long hold, finally greeted with no name. Begin explaining, then interrupted for hold. Puts phone on table and I can hear him talking to other people re: unrelated business. Very long wait, then Erica says she cannot help and that I have to call the 800 number for any help and explains that since I bought it at dot com they can't help me. Of course this is not true, there are lots of things they can do to help me. I suggest they do it for me b/c it's been 3 weeks and we have been given nothing but the runaround. She says I will have to hold for manager - I thought that's where I had alread been. Ed Furgeson, store operations manager finally gets on line and will call support to handle it. Ed promises callback. Length of call 40 mins.
It's been 22 days since I've had clean laundry and guess what I'm doing right now? I'm hold with Best Buy, current total wait time: 30 minutes and counting . . . We will never purchase from Best Buy ever again
11-29-2010 I went to Roseville store to buy TV I found the TV I wanted on display in Best Buy store. Salesman...
Tried to return a prepaid phone that doesn't work and airtime card. After walking in the best buy and...
This year for xmas my sister and I decided to get my folks a new tv, they have one of my hand-me-down tube tv's for a few years now and have been tossing the idea of a flat panel around for far too long.
I ordered the samsung-46" class / 1080p / 120hz / lcd hdtv-ln46c600 for 797.99 on 12/4/10 and chose the delivery date of 12/24/10 all options indicated the item was in stock and available.
12/24/10 I wait until 6pm and contact bb got the run around at first, I lost my patience, used some inappropriate language and disconnected.
I called back 20 min later explained my situation best I could and was offered $100 discount and $100 e coupon, the tv was unavailable for delivery at that time, there was a holiday party I had to get back to so I reluctantly agreed to a new ship date 1/3/11 and accepted the meager compensation.
12/25/10 I receive an email advertising after christmas sales, the tv I ordered was now available 30mins away at my nearest bb for 797.99 :smileysad: you can imagine my disappointment.
12/26/10 I called again to express my lack of satisfaction with my experience, the rep could not find any notes in regards to my previous compensation and offered only a $75 e coupon, I asked to speak to a supervisor at that time and was told none were available and they would contact me within 24 hrs.
Appx. 1 hr later I received a call from said supervisor who could not offer more than $110, I then canceled my order.
This was not my first problem with bb, but this will be the last.
Over the last 5 years I have spent thousands on the newest toys, at one time putting myself into serious debt, so thank you bb this will be the last time I shop here.
Guess I will have to re-gift this $50 gift card...
purchased 3 computers for christmas gifts 2 wks ago fr best buy. item went on sale for $50 less. now mind you, i was told by 2 different employees if the item went on sale, i can bring receipt back. so i did today, they would not do it for computers. its a corporate policy. even though they are still in boxes & for gifts. they said it does not apply to computers or phones cuz it mite be outdated or not have any in stock. you only have 14 days after purchase for these items to get $ back. bad policy
I purchased an XBox 360 from Best Buy but later in the week found the same item on sale elsewhere cheaper plus an offer for a free$75 gift card from the other store. I returned the unopened game system within 5 days of purchase and Best Buy customer service gave me a receipt for the refund on my debit card purchase. After a day my bank still did not have the refund and I called Best Buy to ask them why my account had not received my refund. I was told that all refunds take up to 48 hours to be processed. I think this is an unfair practice since my account was immediately debited for the cost of the game system when I purchased it from the store. This is the last time I will ever shop at Best Buy.
12/13/2010: I bought a $900 lap top at Best Buy yesterday. When I took it out of the box I saw that the bottom panel was warped. I went to go bring it back today. It was determined to be a factory defect. Best Buy kept $100 of my money since there was a "'service" performed when the geek squad pre-loaded virus protection on it. When a computer is purchased at Best Buy there is an option to buy it already set-up. This is considered a "'non-refundable service" by Best Buy. The right thing to do was to fully refund my money on a factory defected lap top that was returned within 48 hours. I lost that service when I had to return a factory defected lap top so I deserve a full fund. This is a nasty trick done to the consumer. Also it was a HP 6-3155dx/core 13. Letters will go out.
Went to store purchased camera $650.00 and tv $500.00 dollars. I was sold wrong memory card for the camera. Went back with the cards opened and walk strait through the store to the sales person that helped me . She gave me the correct cards and I looked at some other items. Went to exchange them and when I did they called me upfront and accused me of stealing the cards that I was returning . Basically told me to confess or they would call the police. Because when I went in the store they did not mark it returned and as far as I know there is not a sign telling you to do this. As I was waiting for the review of the store tapes I was standing in the front of the store still be accused of theft because they were stating that they saw me opening the package. No tape found no apology and the worst part still thinking I took the items when I left.
I went to the Best Buy, store number 119, in Costa Mesa, on November 26, 2010 at approximately 11 A.M. to buy some DVDs. I stopped by the computer section to ask the employee if there is any laptops left. Turns out they have a Toshiba C655D-S5089 SKU:1401694 in stock. The employee whose name was John then informed me that there is a service fee of $80 attached to the laptop because of some "optimizations" that Best Buy did. I informed John that I was not aware of said "optimization" on the Best Buy ad, or on bestbuy.com. I also told him that I bought two laptops from Bestbuy approximately six months ago and they were able to take the "optimization" off upon my requests. John promptly told me that the policy does not apply on Black Friday and that if I do not purchase it someone else will. I informed John that what Best Buy is doing constitute false advertisement, this bait and switch sales method is illegal in both State and Federal laws. I ask John that I wanted to speak to the manager. He promptly lead me to a young lady clad in a black shirt that gave a huge attitude toward my predicament. She said if you do nott want it there are others that will take it and then dismiss me. At that point I began searching for the store manager.
I ask another young gentleman what is the store number and the name of manager in charge of everything. He said he can not give out the information. I told him that this is for a complaint and if he does not tell me I will find someone who will. He then promptly told me the store manager is Jason Benze which I soon find out was a lie. I went to the exit toward one of the employee wearing a yellow shirt and asked for the store manager by the name of Jason and he looked completely confused. Another Best Buy representative walked by and identify himself as the store manager, I asked him for his name. The manager told me its Micheal but then pause half way and ask what is this concerning. I told him what I told John and that I will be complaining to corporate. He told me that he will call the manager in charge of computers which has the final say.
The manager identify himself as Nathan Mayers and repeated what John originally said. I asked the manager if the laptop has been open, if not he could just take off the packages. He told me that the laptop has been open to perform the "optimization." I told him that I was not made aware of the condition by the ad, bestbuy.com, or any of the Best Buy personnel. I informed him that trying to sell pre-used items as new without marking it as such is unethical if not out right illegal. If the customer wants the service he or she should be able to opt-in and be informed that his or her laptop will be open and service. He told me service was performed by trained and certified employees. I told him it doesn't matter you can't sell opened items as new without informing the customer. I also asked for the credentials that qualifies his employees to service the computers because now I am worry about cosmetic defects, void warranties, or even the wrong item. He reinstated that the employees are certified by Best Buy and refused to produce the documents that I requested as if I was to take his words as truth. I told him there is nothing on the box to identify who service the computer so when it breaks upon opening who do I blame; what if the employee switch the power adapters by mistake and break the computers; what if the employee installed malware or spyware and steal people's personal information because they did not know that their computer was tamper with by uncertified technicians. I asked him: is Best Buy responsible for agreement with Microsoft and that anything I do to infringe that agreement is actually Best Buy's fault. He became more and more defensive and asked what would I like him to do. I said: since Best Buy did the "optimization" and I do not want it, there is a way to restore the computer to its factory condition by the manufacture either by disk or a partition on the hard drive. I told him I would overlook the opened nature of the laptop and I will not be getting any service that I do not need because of the restore process and I will wait. He told me that it was not possible, you cannot restore the laptop, which I knew to be a complete lie. According to the user manual taken from Toshiba's website1, on this particular laptop on page 59 one can restore the computer to its factory condition. He told me that if I was willing to wait till the end of the day and if no one buys the laptop with the plan he would sell it to me for the price promised on the ad. I informed him that idea was ridiculous, the laptop is on hand, I am here, this store is not an auction site, I should be able to buy the laptop as promised by the Best Buy ad and bestbuy.com. The manager continues to say that it is reserve for customers who will pay the extra $80 fee first, if no one buys it at the end of the day I can have it at normal price. I told him that I will complain to corporate, the FTC, the BBB, Toshiba, Microsoft, and the local new channel. I walked out the store at 1PM.
I understand that John and the Manager by the name of Michael was doing their jobs and was perfectly professional with me, I cannot say the same thing for any other employee I met at the Best Buy store in Costa Mesa.
I have a certificate of $10 and another one of $5 that I am trying to use to purchase a movie that cost $9.99''home of our own''. Unfortunately, because of your messed up way of doing business and being very tricky with you customers I cannot purchase that movie even if I was to spent $15 on a movie that cost $9.99 and lose $5.01 . I been looking for an hour on bestbuy.com to find something that will even to $15 but of course YOU made sure that I wont find anything! You guys are absolutely ridiculous and because of this I will never ever buy a thing from your store again.
Have a happy Thanksgiving!!
I purchase an LG washer and dryer at Best Buy. After four months, the dryer broke. Wouldn't power up (fancy model with bells and whistles). A machine four months old should not break and should replaced. Although I was on the phone for 5 hours with their Cust. Service and "Consumer Affairs" I was still forced to wait three weeks until they received a part and had their contract service come and fix it. With three kids that really sucks.
I bought a Toshiba laptop and it came with a free 6 month Webroot Spysweeper with AntiVirus Product. I wasn't going to use it however I just took the CD (never installed it on my system either). At the checkout, they needed my card to activate it (in hindsight I never should have swiped my card, so I can see being flamed for that, but I figured "I will just call and cancel it" and be fine) and then I paid for the laptop.
Fast forward three months later, I call the 800 number and cancel the subscription for it so my card would not be charged $41.99.
Forward three more months later, I notice during a check of my checking account, that there is a $41.99 hold on my funds. I look and see its from Best Buy (whom I canceled the subscription with three months prior!). After being on hold for at least ten minutes, I finally got to talk to an actual person. I told them about the situation and that it "will be canceled and refunded". A week later it was not refunded so I filed a dispute with my banking institution.
I had to take my daughter's camera in for repair. I was told I could have the camera shipped to another Best Buy location when the repair order was complete. I was in Lincoln for a family event and this is why left it there. I figured once the camera was fixed I could have it shipped to Omaha or Sioux City. I called the Lincoln store and I asked if I could have the camera sent to another Best Buy that is closer to me and I was told no. I have to go to that store to get the replacement because the original repair order was done at that store.
I get so tired of these companies who tell you one thing and then someone else says "oh no that's not correct, this is how we do it". I have worked in retail for many years and I understand there are certain procedures that have to be followed, but come on, it's a phone call to another store for them. Now instead of driving 1hr, I have to drive 2.5hrs. I won't be doing business with Best Buy again.
I purchased a washer on Best Buy website for what seemed to be a good price, the only drawback was this item being a special order with unusual waiting period before the item would shipped.
After waiting for more than 2 weeks for its delivery, I've decided to call their "customer service"
I have been dealing with useless representatives on the phone for the past 5 days now to find out the status of my order, it is the same ordeal over and over every time you call:" We need the order # and your name and your address, blah, blah, blah"
And every time they come back to me with pretty much nothing like oh it shows your order has shipped and you should be getting it soon, the delivery company will be contacting you soon, it shows in our system that this item has been delivered(!), the list goes on and on and on with the clowns on the phone.
When I tell them that being without a washer for 3 weeks is not fun and I want to cancel the order to go directly buy one at the store, they say I will be charged a 25% restocking fee!!!
What a joke of a company all together, these people take your money and could care less about what goes on afterwards!!!
Stay away from online orders altogether or you will be sorry.
Bought laptop and extended warranty from Best Buy. Laptop has been returned to Emachines 3 times for overheating and crashing.
When extended warranty ended, took it to Best Buys "Geek Squad" to fix broken usb ports and overheating under their PSP/warranty program. "Technician" said that it was covered. Next day he called and said it had to be shipped out for motherboard replacement. Weeks later got a call from another "technician" who said that usb ports were not covered and would cost $600 to repair. I told them I did not intentionally break any parts of the machine and that I had been told it was covered under the "normal wear and tear" part of their warranty.