Best Buy Express — Local services in Waterloo

I recently had a very disappointing experience at the Best Buy Express in Conestoga Mall. I purchased a product from another Best Buy location that unfortunately turned out to be defective. Since I was well within the 30-day return period (I was actually returning it within a week), I decided to return the item at this store, especially since they had the last available headset that I wanted to purchase.

However, the employees refused to accept the return, insisting that I could only return the product at the original store of purchase. This was baffling to me—why wouldn’t a return be accepted at any Best Buy location if it’s the same brand? I even suggested an exchange, thinking it would be a straightforward process since I was going to make a new purchase right then and there. Unfortunately, they still declined and advised me to return the item to the original store before coming back to buy the headset from them.

To add to my frustration, the staff was dismissive and unhelpful. One employee mentioned that processing my return would cause issues with their manager, which did not instill confidence in their willingness to assist customers.

This experience has left me with a negative impression of Best Buy Canada’s policies and the customer service at this location. As a loyal customer, I expect better. I sincerely hope that Best Buy takes steps to address these issues and ensure that their staff are more helpful and accommodating...

Talked to Nazim yesterday about an issue with one of his sales person. He supposedly called the District manager Ryan about that issue but both of them did not help me. He told me I could write whatever I want to the head office and there is nothing he can do about it. The associates promise prices in writing however they do not fulfil them saying it was a mistake and anyway they were doing a favour by offering such a low price. The managers (Ryan and Nazim) also support the staff even after knowing that they are straight up lying.

The below notes were given by an associate and they when I confirmed on buying the plan, he said it's not that cheap and I was doing a favour by giving you such prices. The management did nothing about the entire situation and told me that the staff is "sorry" which the associate did not tell himself. Horrible management with arrogant...

I have never been treated so well in a busy retail environment as I was tonight. Garret was more than helpful with choosing the right phone plan for myself and my husband. He spent time explaining the different phones and uses for them to make sure we received a phone we not only love but suit our needs. We were in the store for over 2 hours making sure our decision was the right one for us, Garrett stayed PAST his shift to make sure we were happy. Matt ( with the glasses) was also extremely helpful with us as well. He spent time on the phone with my previous provider getting my phone unlocked. He also had my new phone ordered to their location quicker than expected. I highly recommend this place especially those 2 gentlemen for any of your needs. The rest of the staff was also happy and friendly during the busy post Christmas rush....