Best Buy Express — Local services in Oakville

Advantage Care Plan - Extended Warranty Claim.

Summary of thoughts - I've always had a great experience purchasing from The Source and I am sad to post this review but feel it's important to share so they may be able to improve their operations and ensure they keep their loyal customers. Making a legitimate warranty claim is never as easy as they say when you purchase it on the day of. You will have to argue and defend your position while salespeople (in this particular situation) use "store policy" as a shield and the reason why they cannot honour an exchange under the Advantage Care Plan(Extended Warranty). They eventually agreed after having to defend myself.

My Jaybrid X3 headphones could no longer hold a charge more than 3 hours when it's supposed to be 8 and so I was looking to exchange it under the Advantage Care Plan (extended warranty).

They told me the replacement model is the X4 since the X3 was sold out with no stock at other stores. But when they checked their system, they said it would actually not qualify since the difference is over $100. Apparently, the current cost of my X3 was only $40 (I paid around $120 on sale) and the new ones are $169. They instead were offering me the Jaybird Tarrah. I would have been ok with it but the battery life was only 6 hours, not 8. I argued and they said because of the price difference I would have to pay the difference if I wanted the X4. I felt this was unfair as I paid for a warranty that claims the following:

Over-the-Counter Replacement Many products qualify for our automatic, over-the-counter replacement service. That means if your product fails during normal use within the coverage period, we’ll replace it with an identical product or one with equivalent features.

I was not happy and was willing to take my product back so I could contact someone directly in corporate to sort out. They then decided to just give me the X4 which was great, but they would be keeping the box. I’ve had replacement warranties completed before and I have never had to leave the box so I found this weird. I asked and they said it was store policy. I asked why is it store policy and they said it’s just what the rules are. I kept asking and asking to get a straight answer and they said it was so people would not sell it online. So now, they make it seem like I am disingenuous and doing this to take advantage. At this point I’m frustrated from being accused of fraudulently making a warranty claim. So, I ask for a written copy of the policy stating everything they said. They ignore it at first, but I ask again, and they said it’s not written down but just something that they follow. This was not ok because now they just confirmed that everything, they were saying was not company policy at all. The other attendant signals to the person that I was talking to and they hand me the product with the box. They didn’t even update my warranty claim in their system stating I made a claim and also didn’t provide me a receipt of the claim. I walked away with the product in my hand and yet I felt extremely dissatisfied. I do hope they work to improve this and it was an...

I had THE MOST AMAZING experience at this location today. I went in looking for a laptop and Thao greeted me on the floor and asked me how she could help. I explained to her what I was in the market for and she was able to show me multiple options. Moreover, she asked me what I would be using the laptop for so that I could get the most out of the devise. While I waited for her to fill out the required documentation, I browsed the store. A young gentleman (I am so sorry but I never caught your name...[worked at the store Monday night the 16th of November while i was there between 4pm and 5pm]) helped me with looking at different speakers. He also explained to me the difference and benefits of each one and was considerate to ask me what I intended to use them for. When I went back to the cash, Thao had asked me about my cell plan and thoroughly and thoughtfully explained an alternative that would both get me a new phone and a better rate. Both Thao and Fizza helped me (VERY PATIENTLY I might add) with finding a new and very specific cell phone number. We finally found the perfect one (after much deliberation). My payment was processed and I was on my way. The service industry these days has left much to be desired. Having worked in retail for many years I can tell within seconds if I'm going to receive good (or bad) customer service. In addition, I only ever review a company or service if I am either blown way or underwhelmed. These three staff members went above and beyond without even breaking a sweat. Thank you all so much for making my experience so positive...

Hands down the most pathetic and unprofessional customer service I’ve ever dealt with. I called ahead to confirm I could drop off my Amazon return here, only to be greeted by some rude, clueless girl with a disgusting attitude telling me I couldn’t, and that I had to “contact Purolator first.” Complete nonsense. After speaking with Purolator directly, I was told the truth: as long as I had the label, I absolutely could drop it off. So this employee was flat-out wrong and clearly didn’t care to do her job properly.

When I called back to report this, another staff member conveniently “didn’t know who worked there” and refused to give me her name. Imagine working in the same tiny store and pretending you don’t know your own coworker. Laughable. Instead of fixing the problem, they doubled down, tried to cover for each other, and even got defensive when I mentioned the call was recorded. Yes, it was recorded on my work phone — and I’ll happily share that proof.

This location is a disgrace. Lazy staff, disgusting attitude, and zero accountability. They don’t help customers—they lie, deflect, and protect each other’s incompetence. If this is the level of service Best Buy thinks is acceptable, they should be embarrassed to even keep...