Best Buy in kanata | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

My boyfriend and I went to Best Buy to get an X-box. We had trouble understanding how to purchase an item and were told we had to do so through an external online service. The wrong item ended up being ordered, and they were out of it in the store so we were told that we had to wait to return the wrong item. We were told to purchase the correct item online and that once the wrong item came in the mail, we would be able to return it.

Once we received the item, we brought it to the store (in its original packaging with the original receipt) and were told that we were not able to return it since it was purchased with an online service (in which we were instructed to use). When my boyfriend asked if we could receive some form of compensation such as a coupon for the inconvenience, the staff member said he was not able to approve that. They informed us we would have to call the payment company over the phone.

I wish we could have had some further help in this case. I normally try to be understanding, but we’re stuck paying for two products now until we are able to get in contact with the payment company, and it is very expensive for us as students. I wish we would have been told in advance how this return process could have been done as we had to pay to travel there and back.

**update: now the payment company is telling us they are not responsible, and it is solely Best Buy’s responsibility to refund this item so I am very confused.

Update #2: The employee named Shirley was very helpful during our third visit. Though I did not want to have to go through this returns process, she made it much easier. She understood how to transfer the balances between the accounts in order to pay off our original item that we wanted returned, and additionally found some extra funds so we were able to grab a few things. Best Buy is lucky to have an employee like Shirley, because she seems to be one of the only people we spoke with who understood our situation.

I purchased a laptop online for pick up at this specific location as this model wasn’t available at my local store.
After driving for over 20 minutes to get there, I was informed that I needed to present 2 pieces of ID to collect my purchase. I explained that I only had one ID, as the email confirmation I received only mentioned the requirement for one. The employee insisted that two IDs were necessary. I was frustrated that the employees seemed to be making up rules as they pleased, without following what had been communicated to me, the customer. The employee then offered to cancel my order. Clearly, they didn’t mind losing my business to Amazon. I requested to speak to the manager, who also initially said that two IDs were required. After I showed him the email clearly stating that only one ID was needed, he then offered to help, but it was too late, as my order had already been cancelled. What a waste of my time. Save yourself time and order on Amazon for free delivery. The prices are the same even when Best Buy runs promotions.

Purchased earphones and did not approve of the sound quality went to return the day after and they stated their policy does not refund headphones. It took a second commute, and a back-and-forth with customer service, to then involving the manager, to suggest a store credit or an exchange.

A different item was picked that day, and when I went to the cash to do the exchange, A different colleague was at the cash register, confirming if the exchange was authorized and there was still an issue with communication between colleagues. Had to Reconfirm with the manager again.

All this to say, purchasing from this Best Buy, do your homework, read the policy, & finally, research on your item beforehand.

Below you’ll find a link to the policy:

Link to non refundable items
https://www.bestbuy.ca/en-ca/help/returns-and-exchanges/best-buy-return-and-exchange-policies#non_returnable_items

Let’s stay informed and teach each other!