Best Buy Canada
Burnaby, British Columbia
Canada - V5J5K3
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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 they said it does not apply to computers or phones cuz it mite be outdated or not have any in stock.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.
Bottom Line: We should have been shown the Sony Bravia 40” KDL40EX600, not the Samsung 40” LN40C530F1F, as a replacement for our JVC 40” LCD TV. We were completely lied to that there was no other LCD TV, other than the Samsung, that would be a comparable replacement. We didn’t even know the Sony Bravia existed until we returned home after a 2 hour interrogation by our local Best Buy salespeople and manager, feeling shamed and beaten down. I don't even have our Geek Squad order number or original sales receipt, because the sales manager failed to return our paperwork after we said we were leaving and would be contacting customer service. They have promised to mail it to us, but I bet they are hoping it gets lost in the mail. This horrible experience began 3 years ago when we were convinced by a BB salesman to purchase a $2, 000 JVC 40" LCD TV, which was on sale for $1, 799. We were told it was a top of line TV due to its video and audio capabilities. We were also convinced that purchasing the $200 PSP was a "great deal" because it would cover all repairs or we would get a new TV. When our LCD panel went bad 2 weeks ago, we were told that the replacement was $2, 500 and would not be ordered because the cost exceeds the amount paid for the TV. We were then told “it was actually a good thing because we'll end up getting a better TV because of technology changes and improvements". My husband and I were actually excited to “go shopping” as the Geek Squad tech put it, but we should have known it was too good to be true. When we got to the local BB store, before we were even shown so called "comparable" tv's, we were told to "prepare ourselves for sticker shock". The salesperson told us this before they even knew the specs of the TV we purchased. I had printed out the basic specs of our JVC TV, which the salesperson looked at, and then immediately brought us to a $674 Samsung Model: LN40C530F1F. We tried looking at other TV’s, but were told that “no other LCD TV compared to our JVC". We were also told that "we should be happy about this because it was actually better than what we had." We were repeatedly reminded and encouraged to use the $674 towards a better TV, but that was not what we were promised when we purchased the TV and PSP. The fine print says that the replacement TV must be “comparable as determined by Best Buy” but that is a complete scam. The salesperson said that she would love to offer us a better TV, but Corporate would not allow it. She said the major issue was that our refresh rate was only 60 Hz and “absolutely no other LCD TV’s other than the Samsung had specs like this. We didn’t know anything about refresh rates, but felt we were getting taken, so we asked to speak with the manager. This was useless as the manager gave us the same song and dance about there being no other TV's that were comparable. The more we asked about seeing other TV’s the more we were told that “this was our replacement offer, take it or leave it”. So we left with our JVC still in the back seat and went home feeling like shamed criminals. If we had known it would be such a belittling experience, we would have gone better prepared. When we got home, we looked at the Best Buy online store to see if the Samsung really was the “ONLY” comparable TV and of course it was NOT. Our local Best Buy had a Sony Bravia, Model: KDL40EX600, with specs just like our JVC. WHY WEREN’T WE EVEN SHOWN THIS TV? We are not idiots and realize that technology has changed and that LCD TV’s are less expensive now, but we were promised a fair exchange under the PSP, and this was not the case at all. The reason we were shown the Sony Bravia was because of it’s price, not its specs. If you compare our JVC with the Sony Bravia and Samsung, it’s obvious that the Sony Bravia fits the bill much more than the Samsung. It was a complete lie that no other LCD TV had our pitiful 60 mZ refresh rate. Best Buy just didn’t want to give us a $1, 079 credit, they wanted us to be happy with $674, knowing full well we would end up paying more out of our own pocket to get a decent TV. They convince us to spend our hard-earned money on their products and plans, and then take full advantage of us when we try and get what we were promised. They say the PSP is not about the money but it COMPLETELY about the money. If there was more than one TV with similar specs to ours, why weren’t we told about it? Why were we belatedly lied to? We even checked if the Sony Bravia KDL40EX600 was available at our local store and it was. So where was it and why weren’t we shown it? Why was a $674 value placed on TV when the salesperson and manager didn't even take the time to familiarize themselves with our JVC specs? It was like saying if my Honda CR-V broke down, that I should be happy with a Hyundai as a replacement. No disrespect to Hyundai owners but we all know they are cheaper than Honda’s for multiple reasons. All we want is what was promised. A TV that is equally comparable to our original. This TV would be the Sony Bravia and NOT the Samsung model. We have nothing against Samsung TV’s but we bought our JVC for certain qualities that are not present with the Samsung’s budget model. The “no lemon” policy is a joke. They should have to tell you that you better not expect too much should anything go wrong. The fine print about the local store determining what’s comparable should also be illegal when they don’t even take the time to learn about the product you are trying to replace. Has anyone successfully sued Best Buy for this shameful practice?
After having my Frig for four years and dealing with it leaking for about 2 years, I previously had a Tech look at it and he states it had been worked on before. He refused to make any repairs to it. I later called out Best Buy's people to look at it and they said the same thing. That it had been worked on before. I had never had a repair person to fix or make any repairs to the frig! The sore manager passed the buck to the 1800 customer service and said he could not do anything. Customer relations and the service supervisor passed the buck back to the store. The store even had the audacity to recommend that I contact LG and deal with them. I will be contacting the Corporate office directly! They RIPPED ME OFF!!!
On June 4, 2010, I purchased an "Invisible Shield by Zagg" (UPC: [protected]) Best Buy SKU: 9952932) (cost $29.99 plus tax) for my new HTC Evo from Best Buy. I was told that if I didn't like it that I could return it. Well I got it home and put it on my phone. All seemed well. A few hours later, the corners started peeling off, and would not stick to the surface of the phone. I peeled it off, and put it back in the box to return. While in La Mesa on June 6, I attempted to return this item to the local Best Buy. The customer service rep didn't know if she was allowed to return it or not, so I was told to wait while she spoke with the store manager. She comes back 25 minutes later, and tells me that it is a consumable item, and therefore not returnable. I informed her I bought it merely 2 days earlier, and that it is defective, and asked to speak to the store manager. The store manager, Tim, took his sweet time to come talk to me. He advised me that he would not allow me to return the item, since I did not pay Best Buy to install it for me, and instead installed it myself. I then asked to exchange it, since it is defective. I emphasized the fact that I was NEVER told this was a consumable item, nor that I would not be allowed to return it. He again denied my request, saying I don't care, I am not going to allow you to return it, and told me to call 1-888-BESTBUY. I called, and they were closed. Normally, I would not take the time to make this complaint, but he had the worst attitude of ANYONE in customer service that I have ever encountered. I am extremely UPSET about this matter, and will tomorrow call my credit card to dispute the charge. I will NEVER do business with this Best Buy again! If an item is unreturnable, it should be marked as such on my receipt!
I went to my local Best buy store to purchase computer parts. The motherboard, CPU and memory modules were not availlable in the store, so the salesman ordered them for me. they were not availlable for in store pick-up so I was told there would be shipping charges. when the memory modules arrived, the 3 of them were in the same small box, for which I had been charged 3 times, ($5.99 each). when I called to ask why I had been charged 3 separate shipping charges when they only shipped one box, I was tolld that this was best buy policy, and that I could call corporate if I was not satisfied. I called, a total of 3.5 hours over 2 days, got shuttled around, put on hold and eventualy disconnected, (by them).
My first problem with Best Buy was 3 1/2 years ago when I bought a Laptop. I bought the extended warranty and had the Geek Squad set it up (extra cost).
When buying, they will put extensive pressure on you to buy the warranty and the setup. Second, when they set it up, they put their own? (or higher profit?) virus software on the machine. Of course, their warranty was very expensive. But I didn't know any better at the time.
Second, when I had to return my Laptop for repairs, the Geek Squad manager of the store was incredibly rude throughout the entire process which took weeks despite other promises. I tried to call the store manager - and guess what - they don't answer the phone like the Geek Squad did not answer the phone. I will say that there was one person in the Squad that I finally found, realized the issue, and helped me out. They also figured out a way to charge me extra - which I do not think was valid according to how I read the warranty agreement. Of course, you have to be a lawyer to read it and truly understand it.
My second problem was recently when in buying my new PC. It is a PC that for what it had, was at a great price. I had sworn never to pay them another dime and this is an exception because they have gotten an exclusive on certain PCs. Best Buy was the only place I could get this brand and setup.
Pressure on to get the warranty again. I refused with difficulty. You do not have to buy a warranty from them. Go to SquareTrade.com, an independent warranty company that has about the best ratings I have seen for any such company. Many TV news and newspaper reporters have checked them out and report universally great reviews as far as I have seen.
They have also figured out another few ways to get you. They now have software on the machine that gives you trial downloads that end up costing you a lot. I suggest you do not buy anything from them because it is probably less expensive and better elsewhere.
They also offer you Microsoft Office Student (basic programs) for over $100. I include MS in this issue. What they didn't tell me, and I think an honest retailer would, is that Office 10 will be available for free online - with advertising. So what - Google does that. The cost to put it on your computer will be several hundred dollars I understand. The point -Office 10 comes out in June or July. You can do one of two things - use the trial Office 2007 on the new PC for the intro period, or download the Beta version from Microsoft.com. At least Best Buy didn't get another cent out of me.
1 - There is a reason that Consumer Reports rated them dead last of consumer electronics stores.
2 - If you buy a warranty or any extras, especially involving Geek Squad - I would guess that you will be paying considerably more money for considerably less value.
3 - In my case - going to the Geek Squad was a bigger headache than my PC breaking down.
4 - My guess, while not being in the industry, is that they offer good prices and make money on the warranties and other stuff they can sell you.
So - save your self some money and the headache of dealing with them.
It all started the day after Thanksgiving, "Black Friday." I decided to order via bestbuy.com and I purchased $307 worth of items using my best buy credit card…I was also taking advantage of the no interest on purchases of $249 or more. Dec 2nd I rec’d an email stating that there was a problem with my billing and if they didn’t hear from me they were going to cancel my order. So I called the number listed in the email and spoke with a CSR from bestbuy.com… was told that they were going to send the order through again and that she wasn’t able to tell me exactly why it didn’t go the first time. I said that was fine, didn’t see a need to investigate further, all she said they needed was my authorization to process the order again.
Dec 3rd I rec’d another email stating that there was an issue on the billing and my items might be canceled. So, I went online to view my account and to my surprise my account was overdrawn ($196.27). I called bestbuy.com and got the run around. After the 5th person I spoke with I was told to call HSBC. I called HSBC, after the 3rd person it was determined that bestbuy.com charged my best buy card twice on Black Friday, 2 charges of $307 each, no duplications on the products just twice the charges. I was then told by HSBC that they couldn’t reverse the charge without bestbuy.com approving this…which meant I had to call bestbuy.com back and then have them call HSBC. Oh, and in the meantime I rec’d another email regarding billing errors in which 2 items on my order were canceled!!! Now where was I, yes, after 2 hours on the phone trying to get a credit of $307 back on my account I thought everything was fine so the call ended.
Dec 4th I look at my online account balance and notice that yes, a credit of $307 was issued back to my account but the items that were canceled on my order were still charged to my best buy card. So, I called Bestbuy.com since by now I knew the process was to call them first and have them call HSBC on the other line…anyways, after speaking with 3 people and a supervisor I was assigned a case# and was told someone would call me back. 2 days later no one ever called me back!!! I then proceeded to call bestbuy.com and go through the process again only to be disconnected after an hour on hold and in which I was being transferred to the 3rd person who I was told would be able to help me. I didn't call back, instead I took my business elsewhere to purchase the products that were canceled and told everyone I know what happened!!!
Never delivered, I purchased a Refrigerator from Best Buys in mid February with a delivery date of mid March. Not having received a phone call to confirm delivery I called the store and spoke to a young clerk who checked the delivery sheet and confirmed my delivery was set for noon to 4 pm that Saturday. At about 3:30 PM I called the store to check on delivery status and was informed that my item was on back order and they could not give me a delivery status. It is paid in full on my Best Buy card. Two months later still no delivery and I requested my money back and I was informed store policy was that they could only give me a " store credit " only . The item is still not delivered and I was informed it was no longer manufactured even though their web site indicated available to purchase. I dont need a $ 1458 store credit, I want my money back for item that cant be delivered... I feel ripped off, filed complaint with department of consumer protection, better bureau and am scheduled to go on air with Television to promote Best Buy rip offs ...
HP laptop (14 months old) was stuck at HP screen. Geek squad did nothing but charge me $84 to send to service center. They did nothing but tell me they've see this before: it needs a new motherboard for $500. (Why couldn't they have told the Geek squad this so I wouldn't have to send it off and waste $84???
So, I said "no" and took it to a local repair shop who fixed it for FREE. Took a second. Complained to BBB; they refused to give me the $84 back or even tell me where the $84 went. Beware of Best Buy.
I was in Chicago March 16-19 for a business conference and on March 17th my wife called me to tell me that...