Best Buy

Avis

• AC

  Anish Chaudhary

  5 days ago
  1.0
  I visited Best Buy Canada at Heartland Centre with my friends and brother between approximately 4:30 PM and 5:45 PM to purchase a MacBook Pro. Initially, we looked at the laptops and asked for assistance from a customer representative. Unfortunately, the first representative who approached us was quite rude and unwelcoming in the way he communicated with us. We felt disappointed by the interaction. Later, we spoke with another representative who was polite, professional, and provided us with helpful information regarding financing and leasing options. Based on that positive interaction, we decided to proceed with the purchase. We went to the counter near Geek Squad, and everything was going smoothly. Later, a female representative assisted us with the payment and financing process. She requested Canadian identification. As international students, we only had our valid passports from our home country available at the time. We understand that Best Buy and its financing partners have policies and identification requirements that employees must follow. However, the way the situation was handled was extremely disappointing. The representative questioned my brother about how he had been approved for a Fairstone account, even though he had previously purchased a laptop from the same store and had paid his previous account dues. We contacted Fairstone directly to clarify the situation. During the call, my brother spoke with a Fairstone representative. We also checked the identification requirements online and found information indicating that a passport from another country may be accepted for a Fairstone account. We showed this information to the Best Buy representative, but her response and manner of communication were still very disappointing. What concerned me most was how my personal information was handled. I voluntarily showed my Fairstone account information to a male representative, who confirmed that my account was active. However, while we were speaking with the Fairstone representative, the female Best Buy representative attempted to discuss/share my account information without first obtaining my consent. I was uncomfortable with how my personal information was being handled and expected more care and professionalism in this situation. At that point, we decided that we no longer wanted to purchase the MacBook and simply wanted to leave. However, my brother was repeatedly asked to remain and wait while the representative continued communicating with Fairstone. I completely understand that Best Buy employees have to follow company and financing policies, and if we did not meet the required identification or financing requirements, the representative could simply have explained that the purchase could not be completed. We would have understood and respected that decision. The problem was not being asked for identification or having the purchase declined. The problem was the manner in which the situation was communicated and handled. As customers and students, we expected to be treated respectfully and professionally. Unfortunately, after this experience, we left the store without purchasing the MacBook. The earlier helpful interaction with the other representative was appreciated, but the later customer-service experience completely changed our impression of the visit. I hope Best Buy management reviews this interaction and provides additional customer-service and privacy training where necessary. Customers should be able to ask questions and resolve financing or identification issues without feeling disrespected or uncomfortable.
• SC

  Sagar Chaudhary

  6 days ago
  1.0
  Wanted to let you guys know that one of your employee is very rude lady customer service agent who is around age 30+. We went to buy a laptop today and while talking to a customer service we said that we had the fairstone account and wanted to buy the laptop using that, she asked us for ID we provided her passport, then she started asking about why we don't have a canadian passport, or pr or g1 license and saying how we made a fairstone account if we didn't have the canadian ID, we calmly told her that we had bought the laptop previously from that very store using the fairstone account, but she insisted on verifying how we made the account and what not. She didn't even let us talk to other agents and insisted that we couldn't have made the fairstone account legally and must have used some illegal ways. We even called the fairstone customer service and talked with them they said they had no problem but she was very stubborn about it. After my friends asked about the laptop that we wanted to buy from other agents we found out that the laptop wasn't even in stock at the store and had to order it online. Afterwards we did not waste time with her and went out of the store as we didn't wanted to have a useless arguement. It was a very bad experience for me.
• KC

  Kapil Chaudhary

  6 days ago
  1.0
  I recently visited this Best Buy location because I wanted to purchase an Apple MacBook using my Fairstone account and finance the purchase. I had previously used Fairstone to purchase a laptop about a year ago, and that balance has already been fully paid. During this visit, I was assisted by a young employee who seemed new but was polite and helpful. Unfortunately, my experience with the other two employees was very different. One was a woman who appeared to be in her 30s, accompanied by a man who appeared to be in his 50s. They asked me for Canadian identification, which I do not have. I explained that I already have an approved Fairstone account and have successfully used it before. Instead of simply explaining what identification or documentation was required to complete the purchase, I was repeatedly questioned about how my Fairstone account had been approved. The way the questions were asked made me feel as though I was being treated with suspicion rather than being helped as a customer. I contacted Fairstone customer service in front of them to clarify the situation. The employee even took my phone and spoke directly with the Fairstone representative. I understand that stores need to follow identification and financing requirements, but there is a respectful way to explain those requirements without making a customer feel as though they have done something wrong. I also showed the employee information indicating that an international passport could be accepted. Her response, “Oh, then Nepal’s passport is very strong,” felt mocking and unnecessary. I had only stated that international passports were accepted; I was not claiming that a Nepalese passport was “strong.” As I was leaving, she also told me, “If your ID gets blocked, I am not responsible.” This added to an already uncomfortable experience. I understand that there may have been identification requirements that I did not meet, and I would have been completely willing to provide whatever documentation was legitimately required if it had been explained to me respectfully. My concern is the manner in which I was treated and spoken to. Even if a customer is unable to complete a purchase, employees should explain the requirements clearly, provide guidance, and treat the customer respectfully. Instead, I left feeling unwelcome and embarrassed. I hope management reviews this interaction and reminds staff that professionalism and respectful communication are important, especially when dealing with customers who may not have standard Canadian identification.
• KH

  Kaur hbhinder

  Sep 17, 2026
  3.0
  I had mixed experiences during my recent visit to Best Buy to buy a laptop. On one hand, Shahzeb was absolutely fantastic! He went above and beyond to help us find the right laptop, answered all of our questions, and made the buying process smooth and pleasant. His customer service, patience, and positive attitude were greatly appreciated. On the other hand, our experience with Ravleen was completely different. She had a terrible attitude and acted like helping us was a burden. As long-time customers, we were very disappointed by how dismissive she was when claiming we couldn't return an item. Shahzeb is a great asset, Shahzeb deserves 5 stars for his outstanding help, but the negative experience with Ravleen made our overall visit far less enjoyable. Management should definitely recognize Shahzeb for his great work while addressing customer service standards with Ravleen.
• ME

  Mujtaba Emal

  Sep 8, 2026
  1.0
  ⭐ Very disappointing experience with Best Buy – Asim & Zaheera I came to Best Buy to purchase the newest Microsoft Surface Pro along with the compatible keyboard. Asim assisted me initially and cross-sold me on the protection plan. The protection plans range from approximately $200 to $614, depending on the coverage, and I ended up purchasing the highest $614 protection plan. Asim also offered me a discount on the Surface and keyboard as part of the transaction. However, one of my biggest concerns is that nobody could clearly explain the differences between the various protection plans. If I am paying $614 for the highest level of protection, I expect the employee selling it to clearly explain what additional coverage I am receiving compared with the $200 or other plans. I was told that I would receive an email explaining the protection plan, but it has now been more than a week and I still have not received any email or clear information about my coverage. I also did not receive a proper explanation from the employee about what exactly makes the $614 protection different or better than the other protection options. This is extremely frustrating when you are spending that much money on additional protection. I was also told that the keyboard would be delivered the next day. It did not arrive. I came back to Best Buy to ask where it was and whether there was a tracking number, but nobody was able to properly help me. It eventually took a couple of days to arrive, and when it finally did, the keyboard was not even compatible with my Surface Pro. I had to return to Best Buy again and ask for the correct compatible keyboard. I originally wanted the black one, but it was out of stock, so I was willing to accept the gold version instead. The original keyboard was $369 + tax, while the compatible replacement was $319 + tax. Since I had already purchased the protection plan and received a discount on the original keyboard, I expected the same discount to be applied to the replacement keyboard. Instead, they only matched the price and refused to provide the equivalent discount. I was particularly disappointed with Zaheera, the team lead. I found her attitude extremely rude and unhelpful. Instead of trying to understand the situation and find a reasonable solution, I felt like I was being treated as though I was asking for something unreasonable. What makes this experience even more disappointing is that I am a professional videographer, and a large portion of my photography and videography equipment has been purchased from Best Buy over the years. I have been a loyal customer and have trusted Best Buy for many of my professional purchases. Because of this situation, I had to make three separate trips to Best Buy for something that should have been a straightforward purchase. The wrong keyboard was provided, there was poor communication regarding the delivery, nobody could properly explain the protection plan I paid $614 for, and I still haven't received the promised information about my coverage. Mistakes happen, and I understand that. What matters is how a company handles those mistakes. Unfortunately, I did not feel that Best Buy took responsibility or made any genuine effort to make the situation right. Not even a simple apology for the inconvenience of making me come back multiple times. As a long-time Best Buy customer and professional videographer, this experience has seriously changed my impression of the customer service I can expect from the store. I hope management looks into this situation, especially the way it was handled by Zaheera, and also reviews how protection plans are being explained to customers. If a customer is paying $614 for the highest protection level, they should be clearly told what they are paying for and what additional benefits they are receiving. Very disappointing experience. I expected much better from Best Buy, especially after being such a loyal customer