"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 #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 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?
"

"Be aware that Bestbuy takes no responsibility for any sales on their website via a third party seller. They do not even have contact numbers for their sellers so be very cautious when ordering off of the BestBuy website. Ordered an iPad on the website but order was apparently lost. Took 2 weeks for Samphone to determine that the order was lost. Received a phone call stating it was lost and that in 3 days would receive a new order number of the new item. 5 days later I still haven't heard anything. Went to the local Bestbuy on St James street in Winnipeg hoping they could assist. Spent almost 2 hours with 2 customer service personnel and 2 managers only for them to say that sales on Marketplace are not their responsibility and that they dont even have a contact number for Samphone. Total waste of time. Not sure if all stores are the same but the St James Winnipeg store is absolutely pathetic. Samphone is not returning emails so after almost 3 weeks since ordering I'm basically sitting here out a crap load of money with no order. Thought BestBuy was better than this but apparently they are like all of the other slimy online stores "

"I recently ordered a TV from Bestbuy.ca. The item was an open box item, so I was a little apprehensive as to what I would be receiving, but on their website, they state open box items are rigorously inspected, and use words like "mint condition products" and "perfect condition open box products" in their description. Also, they state "all of the regular Best Buy policies apply to Geek Squad Certified Open Box products including, returns, free shipping, lowest price grantee". Having read this, I figured there was no risk in buying an open box item.
When I received the TV, I saw there was some small damage to the edge of the screen. Also, there were some dead pixels. I called BestBuy the same day I received it and told them of the damage. I was told they will submit an exchange request and see what they can do. But since this is an open box model, they might not have another one to exchange with. In that case, they might offer to exchange it with a new one or a different model. After 4 days without hearing back from them, I called again to find out what's happening. I was told that the exchange request has been denied and because this is an open box item, the sale is final, no refund or exchange. They claim this is their open box policy (Lie #1). Of course, this is not written anywhere, and they could not tell me where I can find this policy on their website. I was also told that if I tried to return it at a local store, they would tell me the same thing (Lie #2). I asked to speak to a manger and pretty much got the same excuses. After 30 mins on the phone, they finally offered to submit a return request. It would take 1-2 more days before I hear the result.
After that phone call, I went down to my local BestBuy. Im fortunate there is one very close to me. I asked their customer service what their open box policy is. I was told they do not have an open box policy and that open box item sales are treated the same as the sale of a new item. I then told them what Bestbuy.ca told me on the phone, and after reviewing my receipt, I was told I still have 14 days to return this TV. I went back home, boxed up the TV and returned it at the store. The only thing I didnt get a refund on was the shipping fee. Even though I told them their policy states if an item is deemed defective, the shipping fee will be refunds. The they claimed since the TV is working, its not defective. I dont know how you define defective, but to me, if something has defects on it, its defective. I didnt feel like spending more time arguing this, so I accept it and got the refund for the TV.
So, theres my experience with bestbuy.ca. They are dont stand behind their claims, and they lie about non-existent policies. They will tell you whatever they need to keep you from returning an item you rightful can return. Very dishonest business!"

"Tried purchasing an Essential 360 camera for them where they had it listed for $269.99, and Telus was selling for $49.99. Was denied with the reason being "Telus is the OEM (original equipment manufacturer)." Anyone in Canada knows they are a carrier and does not manufacture phone accessories...

UPDATE: After some reasoning with the rep they finally agreed on the beat and provided me the refund."