Best Buy Canada Reviews 1,435

I purchased a pair of headphones for my son for Christmas on December 6th. I kept tracking the package but it never changed from “packing label has been created”. They now have my headphones and the my money. I spoke to someone at Best Buy and they escalated it and said it would take 7 days to investigate. 5 days later I received an email saying I have a case number and they would contact me in another 3-5 days. That was 10 days ago and I still haven’t heard anything and they still have my headphones and my money, so now I am forced to yet again contact Best Buy Canada and try to get my money back. I suggest anyone trying to get headphones delivered from Best Buy… just do what I had to do to ensure my son had headphones to open Christmas morning and go to Apple to buy them. Save yourself pile of frustration

Date of experience: December 06, 2024

I ordered a Canon 4270 Tank Printer online, the deal included a spare set of ink bottles as a bonus. When the printer came, there was no bonus spare ink as shown on the order. I contacted best Buy via Chat 4 times. The order was placed on Dec, 3, 2024. their response from Kusuma R was "the offer was no longer available", I pointed out that i didn't buy it today (Jan 13, 2025) i bought it on Dec 3,2024 when it was offered, they just forgot to ship it. To sell something and then not include it is fraud.

Date of experience: December 03, 2024

This is a review for Bestbuy ONLINE orders.

I purchased a Samsung OLED S92D 65" TV from them. The next morning I saw it was on sale. I reached out, they told me to cancel that order and place another. I did that. Then I never receive a refund email from them. I reach back out, I am told since I missed their cancellation window it will be 3-5 business days while they cancel things on their end and initiate the refund. All this while they have my money for BOTH tvs. I call back after 5 business days and now they are telling me it will be 3-7 business days. Apparently the policy changed?? Everyone I speak to has told me the order is cancelled on their end, heck we even passed the delivery window.. At this point it would have been faster to have it delivered and returned it. Everyone I speak to just keeps telling me there's nothing they can do but wait. Horrible experience. Never buying online again.

Date of experience: January 03, 2025

Tried to buy a pc multiple times with different payment methods, and each time after order gets confirmed, I received an e mail telling me it got cancelled.

Verified with my bank. There was no issue there. Called multiple times Best Buy customer support, not much help there, we troubleshooted a bit, nothing came up, they told me to buy a gift card and use that but I won't, because by that point I kinda expect it to fail and I'll have to use the card to buy stuff I wouldn't have bought otherwise just to make up for the loss

Date of experience: January 07, 2025

I purchased a refurbished iPhone 13 Pro Max from 2nd Turn Canada through Best Buy’s Marketplace, and it was a nightmare. The phone had defective speakers, so I returned it in pristine condition (with video proof) using their prepaid label. Despite contacting the seller for updates, they told me on they would let me know when the refund was issued. However, almost 3 weeks later, they reply to me saying the phone was "heavily damaged" and refused to refund me. They then sent the damaged phone back without consulting me.

Best Buy, as the marketplace host, was no help. All they do is say "We'll escalate the case for you" and ask me to wait 3 business days and then I never hear back. This experience shows how unsafe it is to buy from Best Buy’s marketplace—there’s no buyer protection if a seller denies a legitimate return. Avoid BEST BUY and their third-party sellers at all costs.

Date of experience: December 01, 2024

I bought a LG fridge from best buy and bought a protection plan. When i tried through their online portal for new service request, the product was not there(according to CS rep. contract was not created).When service was schedule, it was sent to wrong address(which was never mine).I have been in contact with almost 5 CS reps and everytime different story. Its been about 2 week just going around and guess what, they said they have wrong address and email whereas they always verify me through it and all their messages come on right email.
I dont know what to do?

Date of experience: January 11, 2025

In store pickup is slower than just pulling an item off the shelf and checking out. Their website has improved a lot, but watch out for marketplace items - quality and experience is not top notch.

Date of experience: December 12, 2024

I'm not usually one to leave reviews, but my wife and I have just had such a horrendous experience with Best Buy that I wanted to take the time to do so. If you're considering making any sort of large purchase through them, I'd advise you to take a minute or two to read what I've written.

We purchased a very expensive new TV online through the Best Buy website, taking advantage of their Boxing Day sale and saving $1000. We purchased their delivery and installation service at the same time. The next day I received an email saying that the order could not be processed due to some missing billing information, and that the order would be cancelled automatically in five days if the issue wasn't resolved. I called their customer service right away, gave the representative the info that they required, and was assured everything was fine and the order would be processed.

Guess what? The next morning there was another email, once again explaining that there was missing information and that we needed to give them a call to resolve it. So I did, it turns out the issue was that our delivery address said "Street" while the info on our credit card said "St". Crazy that they needed clarification on that, but the issue was once again cleared up and I was told that the order would be processed.

A couple days pass, the delivery day arrives, and we hadn't heard from Best Buy about a delivery window, which we were told to expect. Checking the order status online, I saw that my order had been cancelled. No warning, no further emails explaining that there were any issues with the order, it was just quietly cancelled on me. I was frustrated. Extremely frustrated, even. Especially because at this point the sale was over and would have to pay full price to reorder the TV.

So I once again called their customer service line, dreading yet another stilted conversation with someone using broken English. They apologized but I never found out why the cancellation happened. Eventually, I was told to reorder the TV and then call back to get the price adjusted to the sale price we originally paid. That was nice, but that's the only positive thing that came out of this whole mess. The order was placed, I called back and after more wasted time spent on hold, the representative confirmed the order and I was told that the TV would be delivered at the end of the week and installed at the same time. Perfect, I thought. But I was wrong.

Two days before delivery, I called Best Buy once again to double-check that I didn't need to schedule the installation separately, and that it would happen at the same time it was delivered. I was assured that, to my surprise, it would. This was great news. However, it was a lie. Two separate representatives from Best Buy, independent of each other, lied to me and told me installation would happen at the same time as delivery. Thanks, Best Buy.

I woke up early on delivery day, disassembled my current entertainment setup, moved furniture, and cleaned the area in preparation for the delivery and install. Imagine my surprise when two guys show up, put a box containing my new TV in front of my now empty wall, and then leave after saying that installation needed to be booked separately.

Once again, I called their service line hoping to schedule an installation, only to be told that the next available appointment was a month away. Thanks again, Best Buy.

Needless to say, at this point I cancelled the installation service and planned to go with a third party company to do so. I found one that installs the next day and booked it, saving about half the cost of the installation in the process.

So, there you have it, after being a loyal Best Buy customer for decades, this is the last purchase I will ever make from them. From their terrible customer service reps that are happy to lie to you instead making a bit of effort to find the answers you seek, the literal hours of my life I wasted on hold with them, to the serious lack of communication regarding cancelled orders, why would anyone choose to deal with this company in an age where we, as customers, are spoiled for choice?

We should expect better, we deserve better. Spend your money elsewhere.

Date of experience: January 09, 2025

Worst Customer Service Experience Ever

I ordered a new phone from Best Buy, and it has been an absolute nightmare. They lost my phone during shipping, but instead of fixing the issue, they’ve refused to refund me. Every time I contact them, they give me the same robotic response: “We’re working on it,” or “Please wait longer.” It’s clear they have no intention of actually resolving the issue.

To make things worse, they’ve lied multiple times about escalating my case. When I ask to speak to a manager, they flat-out refuse. Their lack of accountability and transparency is infuriating. I’ve wasted hours of my time trying to get this resolved, and I’m still stuck with no phone and no refund.

Save yourself the frustration and avoid Best Buy at all costs. Their customer service is a joke, and they don’t care about their customers. I’ll never shop here again.

Date of experience: December 20, 2024

Horrible service. They knew they would be busy and of course my package was delayed and then delayed again. tlThey havent updated the tracking now in 4 days. Never again Best Buy never again

Date of experience: January 07, 2025

I bought a PS5 Dual Sense Edge Controller.On taking it home I discovered it was a PS5 Dual Sense and the long paddles were missing.I took it back to the store and was investigated as if I was a criminal.I could not get a refund.The reason was I was bringing back a cheaper Dual Sense which they sold to me as a Dual Sense Edge.I was given an exchange but if you treat your customers like criminals, you will end up with no customers.Disgraceful and demeaning Service for a long time customer.

Date of experience: January 04, 2025

Shipping a product from Best Buy Marketplace to my brother for Christmas. Tracked it from Burnaby to Manitoba and then it shows up in British Columbia at the top of my driveway (where anyone could make off with ) on Dec 24 2024. Since then, I have been in constant chats, negotiations and all sorts of excuses from Best Buy including they do not have contact with their shippers. Hmmmm. Maybe they need to take a lesson from Amazon.

Date of experience: December 23, 2024

Orders are being canceled without any explanation. The support staff simply copy and paste responses. Disgusting experience with this company.

Date of experience: January 04, 2025

Worst online service

Date of experience: January 03, 2025

Bought a MacBook Air 15 inch. Opened it up to start using and found several keyboard buttons not working. Later than the 30 day return window. Store staff would not accept it as a return, offered to fix it for $200++ and possibly 2 weeks. I asked how it could be geek squad certified? They said it was returned, sent to Apple, they certify it and send it back to be sold. I call BS. Luckily I decided to ask a neighbourhood repair shop. They said it should be fixed under Apple Warranty. Got an appointment at Rideau Ottawa. Great visit, Yes, it's under warranty. Yes it's zero cost instead of $760++. Received it back and suggestion that I change the original purchase date to mine, not the one a month prior. Obvious to me that nothing was checked and it was sold again to me.
Thank you Nick Chaar at IMS in Orleans

Date of experience: November 16, 2024

I recently ordered the GermGuardian 4-in-1 Tower Air Purifier with HEPA Filter - White. Although the box was intact, the product inside arrived with visible physical damage, which I documented with photos.

I contacted Best Buy customer service and was presented with two return options, neither of which was feasible for me. I do not have access to a printer to generate a return label, and waiting for a courier within a specified window is not a practical solution. Driving to a Best Buy store to return the item is also inconvenient and costly in terms of time and effort, particularly at my age.

While a 10% discount was offered toward the purchase of another product, no consideration was given for the time I spent resolving this issue. After over an hour on the phone, mostly on hold, I eventually spoke with a supervisor named Tiffany. Unfortunately, the resolution provided fell short of addressing the inconvenience caused.

When a product arrives damaged, and clear photographic evidence in hand, the responsibility should not fall on the customer to expend significant time and effort to rectify the issue, especially without any form of compensation. This experience has been frustrating enough that I will not purchase from Best Buy again.

Date of experience: January 03, 2025

I ordered a tv that was too big. I called right away. Was told they could cancel it no problem at all.
The next day I get a shipping notice

I called back and after being on hold for 25 minutes was told it was cancelled. I asked 4 times made him say it was cancelled to me.

It was not cancelled. The tv arrived, I refused delivery and will NEVER shop at that rip off of a store again!

This is a disgusting way to treat a customer.

Date of experience: January 03, 2025

i wish we could bring a class action lawsuit against Best Buy. I bought an item that I was supposed to pick. I was never told that it was ready for pick up so the order was canceled but I do not get I do not get a refund.

Date of experience: December 27, 2024

Most painful experience trying to cancel a store-bought TV. Best Buy makes it super difficult for customers to cancel an order. They could learn about customer service from CostCo.

Date of experience: December 27, 2024

I purchased an I Phone 13 for my son in April of 2023 at Best Buy. I also signed up for the Best Buy protection plan offered by Geek Squad. The plans name was 'Best Buy Protection with Physical Damage' I have paid $15.81 monthly for the past 20 months which equals $316.20 after taxes. My sons screen cracked from a fall but when he tried calling Geek Squad they told him this wasn't covered in the plan. Finally after my son's 5th attempt I took him into the store myself (Oshawa, Taunton and Harmony) Just to be told that they do cover it and we had to place the service request. They were happy to help us make the call. In addition to the money I have already paid for the insurance there would be a $300 deductible if we wanted the screen replaced! If we wanted a replacement phone The Geek Squad would send me a phone and charge my credit card full price for the burner phone while his was fixed. Only after they received it back in the same condition as they gave it to us would my card be refunded. So let's recap, $316.20 paid for insurance to this point, $300 more for the deductible and another $1000 charged as assurance to my credit card. All to fix a screen that I can get fixed for $110 at the mall.
THIS IS A COMPLETE SCAM!
I do however want to point out that the staff at the Best Buy were very courteous and helpful and it's because of them I will return to the store in the future. But never again will I be scammed by the Geek Squad!

Date of experience: December 27, 2024