Best Buy — Attraction in Burnaby

I was totally disappointed about the accidental damage warranty/ins I've been paying for computers/laptop I got from here. I'm not really keen as to where I would buy computers for myself or my kids. However, when I purchased my daughter's computer in 2017, one of the sales person convinced me to get an "Accidental Damage" coverage for a number of years (I took 4 years) with emphasis "if by any chance she drops it, spills anything on it or cracks it, just bring it here and you can exchange it with a new one". I told him that I could not believe it but he insisted that that's how it works when you get the coverage. Given the carelessness of my kids I usually would buy a brand new computer/laptop after 2 to 3 years because of these kind of incidents. So I signed up for it. Few months later, I got another computer for my son, and different sales person (Jan) but same pitch ""if by any chance he drops it, spills anything on it or cracks it, just bring it here and you can exchange it with a new one". So, once again, I signed up for 5 years. And few months later, my husband bought one and again paid for Accidental Damage Coverage Plan with the same pitch from the sales manager (Sami). A few days ago, my son accidentally spilled his drink on his computer, and from then on it wasn't working properly. We went to the store today, expecting it would get changed but we were told it will be checked first, assessed if needs replacement and will take up to 2-3 weeks if for repair only. I am totally flabbergasted of what I've heard! I felt I was ripped off! We were told differently when we signed up for it, but when you claim, they will just insist differently. The person who attended to us was Dominic who was kind enough to listen to my rants (who wouldn't be mad?) and explained that a few months back they've already corrected staff . How it works is just like any other insurance protocol: in short, there's no such a thing as you can easily "just exchange it with a new one." Then please give a clear picture to your clients how it works and not insist on something for your clients to believe just to close a deal! I did not expect this from such a huge company. Staff from The Source were much more honest explaining how their warranty works but then again, your AD coverage were (I thought) much better, so I purchased from your store instead without knowing how your staff were very consistent in their way of fooling your clients. Big disappointment. Heavily heartedly pressing 1 star coz my review won't be posted without...

Overall, the customer service was abysmal We have become so disillusioned with this washer/dryer purchase experience that we no longer trust Best Buy. We wasted 4 weeks and thousands of dollars in lost wages waiting for Best Buy to deliver. We are never shopping here again.

Laundry list comedy of errors (no pun intended): Sales reps neglected to remind us that we had to buy required accessories, e.g, vent and hose.

Outsourced disconnection crew showed up late and did not unstack the old unit even though it was in the work order. They said that the delivery crew are supposed to do it. We immediately called customer service. They erroneously reassured us that the delivery crew are responsible for unstacking it.

Delivery crew arrived the next day and could not deliver the product because the unit was not unstacked and they cannot do it, rather the disconnection crew must do it. We were told that we had to reschedule everything.

The disconnection crew returned and had the audacity to argue and accuse us of not wanting it unstacked the first time. They grudgingly unstacked it but their rough handling damaged our door frame, so we asked them to stop. That night, we had to haul the dryer off the washer ourselves.

After 3 weeks, the rescheduled delivery finally arrived but alas the new unit arrived badly dented. This was the last straw so we refused to accept it and decided to cancel the order.

We had to return to Best Buy for the 3rd time to complain. They suggested rescheduling the delivery for the 3rd time. The trust is broken, so we refused. They offered us $100 discount off each unit. This does not compensate for missing $1000+ in wages having to stay home to await the disconnection and delivery instead of working shifts. The manager was especially disingenuous and dismissive, inappropriately smiling and not validating our frustration and extreme disappointment in their mismanagement of this purchase and delivery.

We later escalated this complaint but nothing came of it.

Of course, even the full refund did not go through, so we were forced to return several more times to try to receive it.

Finally, after exactly 4 weeks we received the full refund. Unfortunately the damage is done. This was an absolute nightmare, so we are never buying from Best Buy again, especially not large appliances. For peace of mind, I’d recommend companies that specialize in large appliances such as Trail. They were swift and...

Dear Customer Service Manager,

I am writing to express my profound disappointment and frustration with the treatment I received during my recent visit to your store. I purchased an iRobot machine from your establishment, which I had eagerly anticipated. However, upon opening the box, I discovered that the plug wire was missing. Naturally, I assumed this was an oversight on the part of iRobot.

Unfortunately, my attempt to address this issue with your staff led to an unfounded accusation of fraud and theft. I was deeply shocked and dismayed by the implication that I would engage in such dishonest behavior. It is important to note that I purchased the iRobot from Best Buy with the expectation of receiving a fully functional product, and any missing components should be resolved through proper customer service channels.

Despite my attempts to resolve the situation amicably and seek a solution, I was met with disbelief and suspicion from your staff. Not only was I accused of theft without evidence, but I was also denied basic assistance in obtaining a replacement wire or seeking a refund. Instead, I was directed to another location with baseless insinuations about their security practices, which only compounded the disrespect and indignity I experienced.

I find it deeply concerning that your staff would jump to such conclusions without considering the possibility of a genuine oversight or defect in the product. It is not only insulting but also unprofessional to treat a paying customer in such a dismissive and accusatory manner.

I urge you to investigate this matter thoroughly and take appropriate action to address the behavior of your staff. Furthermore, I request a prompt resolution to my issue, whether that be a replacement wire for the iRobot machine or a full refund for the defective product. I trust that Best Buy, as a reputable retailer, will uphold its commitment to customer satisfaction and rectify this situation promptly.

I expect a formal apology for the distress and inconvenience caused by this incident, as well as assurance that steps will be taken to prevent similar occurrences in the future.

Thank you for your attention to this matter. I look forward to a swift resolution and the restoration of trust in Best Buy's...