Best Buy — Attraction in Ottawa

UPDATE (September 23, 2025) Terrible experience. Their Customer service is still refusing to escalate my issue and kept blaming me for their mistakes. They botched a simple split delivery, cancelled my order, and couldn’t re-add items I’d already paid for. Then they blamed the manufacturer—yet I bought the exact same appliances elsewhere and got delivery in 2 days. Best Buy scheduled fake deliveries, gave me the runaround, and ultimately pushed me to cancel. Feels like they didn’t want to honor the original price. Absolutely unacceptable.

UPDATE (August 30th, 2025): After back and forth emails (via BBB) this idiot STEPHEN from customer service department is throwing blame on me. Despite my several requests, still nothing from the management or a reasonable person.

Bought and Paid months in advance, but order was delayed due to poor coordination between Best Buy store and their customer service department. Store staff cancelled my order instead of splitting it, forcing me to accept downgraded replacements at higher cost. Then I was forced to cancel the rest of the order 10 days after I moved in to my new place and i needed these items a day after my move. I was told to wait for many more weeks or cancel the order. Refund was mishandled due to a system glitch and it took over a week for them to realize only after when I contacted them to know more about the refund. I lost about $4000 during the process and despite urgent family needs, I was offered only a $200 gift card. Extremely disappointing experience.

UPDATE (August 21, 2025): Owner saying to contact them on generic number in their reply to this review. This is all bull......have contacted them multiple times before writing the review. If you are honest and really want to solve this then you have my contact information, contact me with the solution instead posting a reply here with link to your website Contact us page.

I placed a large appliance order with Best Buy back in April 2025, paying in full for six items. Delivery was scheduled for late July. Two weeks prior to the delivery I went to the store to verify all is good and I was assured all is good. Two days before delivery, I was suddenly told by the customer care department (I experienced there is no connection between customer care department and the mangement at the store) that half the items were damaged and the entire order was being postponed. No proactive communication, no apology—just a last-minute cancellation.

After multiple emails, I was forced to go in person to split the order so I can get the items which are not damaged. Their ill advice made me ended up accepting inferior replacements for my TV and washer/dryer, and was charged more for downgraded models because once they split the order the models I bought were no longer available.. The remaining items were promised for August 1. That date came and went—no delivery, no update, no accountability no communication. I returned to the store again. Still no resolution. I requested customer service to have a manager contact me ten separate times. Eventually, a team lead emailed me with yet another delay—now August 18. When I asked to escalate the issue, I was told to cancel the order. I did. It took a full week to get my refund. No apology. No explanation. No contact from management. I asked the higher management to call me, and still no call or communication from them.

This company’s customer service is appalling. They mishandled my order from start to finish, showed zero urgency, and treated me like an inconvenience.

I would never recommend Best Buy to anyone for large purchases. Their store management have no connection with customer service, zero communication and rude customer service. If you value your time, money, and sanity—go elsewhere.

STAY...

Horrible experience again today, this time for my daughter and I at the Best Buy Kanata, Ontario location.

My family of four have the lifetime screen protector program and every time we go in, there is always a problem.

Today’s problem began when we went to the geek squad desk - two men - telling us that we needed our receipt and as we did not have our receipt, we had to go to customer service to ‘try and work it out.’

When my husband signed us up many years ago, we were told when he asked, that no receipt was required. We have never had to show a receipt in the past and my husband had been informed that they could look us up by our phone number.

We went to customer service and conversed with one of the worst customer service representatives that we have ever dealt with. Her attitude was completely unprofessional, unhelpful, rude and unacceptable. She seemed to greatly enjoy our frustration and did not care to listen or work towards resolving the situation promptly or efficiently.

She kept insisting that this was how ‘the policy was always done’ and if we did not have a receipt, then the exchange for our already lifetime paid for screen protectors was not possible.

Even in attempting to escalate the matter and stating that she could look us up by phone number and should by that means get us this now required receipt, she demanded to know when our phones we bought and made no effort to work with us.

Once I made it clear I was calling my husband and we would be escalating this further, ‘suddenly’ she was able to find our phones in the system yet, was completely belligerent in refusing to talk to my husband. She was immensely enjoying making this as hard as possible for us.

She then had another employee come over to ‘defend’ her actions yet, we made it equally apparent that this matter would be brought to the attention of supervisors of Best Buy as this is not the first time, we have gone in to get new screen protectors and they told us ‘policies’ that were supposedly always in place but, we have never had to jump through said ridiculous hoops prior.

To have paid for the lifetime replacement of screen protectors and they keep changing the rules each time we go in and told that ‘it has always been that way’, having clients line up in one spot and have to then go to a second area to line up once more to just get an already paid for replacement screen protector is nonsense.

This is service that we paid for and therefore are entitled to receive and to receive in a timely manner by employees that conduct themselves...

Personal Commendation for Outstanding Customer Service by Jose at Kanata BestBuy Mobile Department

I am writing to express my sincere gratitude and commendation for the remarkable customer service I received from Jose at the Kanata BestBuy Mobile Department. As an individual who values efficient and effective solutions, I was truly impressed by the dedication and exceptional assistance I experienced in resolving a challenging issue with a defective pro max iPhone 14 lens protector.

My encounter with Jose was prompted by the need to address a defective lens protector for my pro max iPhone 14. As someone who relies heavily on my mobile device for both personal and professional communications, a timely resolution was of utmost importance.

From the moment I engaged with Jose, it was evident that his approach to customer service was unparalleled. His attentive and patient demeanor put me at ease as he listened intently to my concerns, taking a genuine interest in understanding the issue from my perspective.

What truly stood out was Jose's unwavering commitment to go the extra mile. Not only did he swiftly replace the defective lens protector with remarkable efficiency, but he also took the initiative to provide invaluable insights into proper maintenance and care.

This personalized touch showcased his dedication to ensuring not just a quick fix, but a lasting solution that aligned perfectly with my needs.

Jose's actions and attitude perfectly encapsulated the core values that BestBuy champions. His customer-centric approach, coupled with his willingness to share knowledge and provide seamless solutions, reaffirmed my faith in the brand and its commitment to excellence.

Thanks to Jose's prompt and expert assistance, i was able to safely use my phone and take photos of my children on vacation which are memories I’ll have forever now.

In recognition of Jose's exceptional dedication to customer satisfaction, I extend my deepest appreciation. His dedication and professionalism have not only left an indelible mark on my experience but have also set an inspiring standard for the Kanata BestBuy Mobile Department. It is my sincere hope that his outstanding service is recognized and celebrated within the...