The check out is terrible. It is combined with customer service so makes the wait long when customers are at the checkout with numerous questions Would not shop there again if I want a quick in and out. read more

Bad customer service nobody can help here people working here are so rude and slow can't help anybody

Frankly I've never been in store but knowing the less than stellar experiences I've had in other locations why would I shop in any store that associates with your brand name? Including your website, express stores, mobile stores, the stores themselves, and of course bell mobility? Why because I expect crap service you wouldn't know the meaning of customer service if it hit you in the head with a two by four! Don't bother replying because honestly, store employees don't care, including management, and I'm sure that your ceo Corrie Barrie doesn't care either all you care about is profit. As an actor once said they're not nice to people they're nice to money! Ain't that the truth! And oh corporate doesn't care either. Frankly the only way you could improve is to go out of business! And at the rate you're going that's where you're going! You've already lost 13 main branches, and one of your mobile stores. So keep up the crap service because I'm not gonna cry when you shut down the last store. In fact a small part of me is going to die happy. read more

I'm not usually one to leave reviews, but my wife and I have just had such a horrendous experience with Best Buy that I wanted to take the time to do so. If you're considering making any sort of large purchase through them, I'd advise you to take a minute or two to read what I've written. We purchased a very expensive new TV online through the Best Buy website, taking advantage of their Boxing Day sale and saving $1000. We purchased their delivery and installation service at the same time. The next day I received an email saying that the order could not be processed due to some missing billing information, and that the order would be cancelled automatically in five days if the issue wasn't resolved. I called their customer service right away, gave the representative the info that they required, and was assured everything was fine and the order would be processed. Guess what? The next morning there was another email, once again explaining that there was missing information and that we needed to give them a call to resolve it. So I did, it turns out the issue was that our delivery address said "Street" while the info on our credit card said "St". Crazy that they needed clarification on that, but the issue was once again cleared up and I was told that the order would be processed. A couple days pass, the delivery day arrives, and we hadn't heard from Best Buy about a delivery window, which we were told to expect. Checking the order status online, I saw that my order had been cancelled. No warning, no further emails explaining that there were any issues with the order, it was just quietly cancelled on me. I was frustrated. Extremely frustrated, even. Especially because at this point the sale was over and would have to pay full price to reorder the TV. So I once again called their customer service line, dreading yet another stilted conversation with someone using broken English. They apologized but I never found out why the cancellation happened. Eventually, I was told to reorder the TV and then call back to get the price adjusted to the sale price we originally paid. That was nice, but that's the only positive thing that came out of this whole mess. The order was placed, I called back and after more wasted time spent on hold, the representative confirmed the order and I was told that the TV would be delivered at the end of the week and installed at the same time. Perfect, I thought. But I was wrong. Two days before delivery, I called Best Buy once again to double-check that I didn't need to schedule the installation separately, and that it would happen at the same time it was delivered. I was assured that, to my surprise, it would. This was great news. However, it was a lie. Two separate representatives from Best Buy, independent of each other, lied to me and told me installation would happen at the same time as delivery. Thanks, Best Buy. I woke up early on delivery day, disassembled my current entertainment setup, moved furniture, and cleaned the area in preparation for the delivery and install. Imagine my surprise when two guys show up, put a box containing my new TV in front of my now empty wall, and then leave after saying that installation needed to be booked separately. Once again, I called their service line hoping to schedule an installation, only to be told that the next available appointment was a month away. Thanks again, Best Buy. Needless to say, at this point I cancelled the installation service and planned to go with a third party company to do so. I found one that installs the next day and booked it, saving about half the cost of the installation in the process. So, there you have it, after being a loyal Best Buy customer for decades, this is the last purchase I will ever make from them. From their terrible customer service reps that are happy to lie to you instead making a bit of effort to find the answers you seek, the literal hours of my life I wasted on hold with them, to the serious lack of communication regarding cancelled orders, why would anyone choose to deal with this company in an age where we, as customers, are spoiled for choice? We should expect better, we deserve better. Spend your money elsewhere. read more

I contacted geek squad for help with my speaker that I got at best buy, the price of the speaker was 179+tax, they wanted to charge me 189+tax to fix it... no thanks read more

I should have known after seeing the reviews on Yelp, but I needed something and they carried it (in stock) so I had no choice on the matter. You would think the company would do some clean up, as how store's run, to make everything uniform, but there is always the dark-horse, black swan, armpit of the company, and this one ranks up there. Going in for an online pickup I did not know what to expect, except that I realized that this place seemed short handed from the lack of blue shirts I saw walking around. The good part of this store is that the online pickup counter is right in front once you enter and there was a person who helped facilitate my order. She was being as helpful as possible, except that my order was big, clunky, and heavy, and it took awhile to get a male staff member to come to save the day. That was not the bad part as I can understand this. The bad part was the policy of price matching with a competitor. Taking this off their own website: The product you're comparing must meet each of the following criteria to qualify for a price beat. Must have the exact same brand name and model #. Must be priced in Canadian Dollars and include all environmental fees, shipping costs, and other charges. Must be sold and shipped by a retailer AND authorized dealer located within Canada. The product must be in stock, available for sale, and cannot be a limited time offer or available only in limited quantity. The product's price must not be lower due to an advertising error, misprint, or special sale price. Special sale prices include: VIP SALE, Black Friday, Friends and Family, Cyber Monday, Boxing Day/Week, special educational prices, restricted offers, mail order offers, rebates, coupons, premiums, free or bonus offers, Original Equipment Manufacturer (OEM) prices, open box products, close-outs, liquidations, clearances, demos, refurbished items, and financing offers. I showed them a Trail appliance add and the sales person had to get a manager to approve the match. He was trying to deny my price match, saying that 'we' would lose money and that we cannot do it since it was too low... excuse me? I practically walked, but he said that he would price match but would be unable to give me the additional 10% in their own policy wordings. I was frustrated but I did take the product. I eventually went to another Bestbuy the next day asking about the policy and they helped out correcting the problem without giving me any push back and not needing me to read them their own policy. I like shopping at Best Buy most of the time, but when you have 'rogue' managers doing things they way they like... I do have problem with this. read more

I came in last Friday having problems with two of my computers. With my first computer, a fairly new Dell laptop, they were very quick, efficient, helpful, and quite affordable (it had a computer virus which they managed to purge in about 5 minutes without wiping out the entire hard drive and it only cost around $40). The reason they aren't getting a higher rating is their attitude towards my other computer, an older model HP laptop. Because it's an older model they wouldn't even listen to what my problem with it was (the power adapter wasn't giving it any power). All I wanted to know was if the problem was with the power adapter itself, or the plug where the adapter cord connects to the computer, and he refused to even test it. I ended up taking my other computer to a computer repair shop on the corner of King George Blvd & 108 Ave. The guy there was very helpful. He tested my adapter (I was right, it wasn't working) and tested my laptop using a Universal Power Adapter (an item I'm sure Best Buy sells) and found that my computer works just fine. All I needed was a new adapter. So I bought a Universal Adapter from the shop (cost just over $60) and my computer works just fine. In fact I'm typing this review out on it right now. Had the Geek Squad guy at Best Buy just listened to my problem, he could have sold me a Universal Adapter for $60 + the $40 I paid for the anti-virus. Instead he sent me to a competitor and cost his company a sale. Fuck him! read more

Their sales associates are nice and welcoming but their management is very much business/money first and customers second. Didn't help me out at all read more

This is not a bad store! It's actually quite good as it has good selection, the store is clean, their staff are all dressed nicely (and clean), the displays have always been clean, and most importantly their special deals are amazing! I come here for their incredible deals, which is why I shop here a lot. I probably spend over $10 a year on this store as I buy a lot for my company. Having said that, the Number ONE reason why I don't like coming here is their LACK OF HELP. Whenever I come to shop here, I already know what I want, but even then it can take time to get it because their staff has to "get it from the back". I come in the middle of the day when there it's not busy and yet I can't find anyone to help me. It's like they see me come in and they run away. They avoid customers on purpose as they seem more interested in some shelf they have to restock. I walked in there today at noon and headed straight to their cables display. I couldn't find what I wanted and was headed out when the store manager saw me and asked me if I found what I needed. I explained what I needed and they had the cable in a different area. I bought it. Their staff never seem interested in helping you. They clearly lack the training in Customer Service. They often look confused at the simplest questions. The only sure way to get help here is to pick up an expensive, and clearly visible, item. Pretend you're heading to the till, and you'll suddenly see a rush of sales guys trying to get in front of you so they can collect commission. Don't blame me for having done that a couple of times, but it does work! :) I wish they trained their staff better or that they hire better staff ! ! ! read more

If you had just bought a brand new, never opened, big screen TV, and wanted to phone the store to ask a question. Would you expect someone at the store to answer the phone? If you bought from this store, you would be severely disappointed. Twelve hang ups, count 'em: 12. I never actually talked to anyone. Some tool working at the store decided it was easier to pick up the ringing phone and hang up without ever acknowledging my call. This is a store management issue. How does the store manager avoid being fired? Note to my future self: Always read Yelp reviews, even for well-known stores. read more

What an awful store...group of stores. Zero customer service and self serving policies. First I called and had to listen to endless messages on their pre-recorded telephone system telling me to use the online services for 15 minutes. Gosh, why didn't I think of that. I finally got through to the store who wouldn't take a hold for the 20 minutes it took me to drive to the store. I drove to the Langley store whose agent informed me that the online 'inventory' wasn't correct and they didn't have 3 of the phones I was looking for. The Surrey Scott Road Best Buy also wouldn't accept a hold for the 20 minutes it took me to drive there. After driving to the Surrey store from Langley, I was advised I could come back tomorrow as they where closing in 10 minutes. If the clerk had helped me, it probably would be the first time she even came close to earning her pay. Sorry, I work until the job is done...10, 12 hours a day. Guess that is just a boomer thing. That commitment level certainly doesn't exist any more. I am thankful for the explosion of on-line options as I will never shop at Best Buy again. I am giving one star because there isn't an option for zero. read more

Horrible business, staff and phone system. A friend recovering from hip surgery waited through 30 minutes to park, got up the stairs and into the store, then the staff did not attend to her product pickup. They gave her a few minutes then 'disappeared' into the store. I've tried purchasing a gift online for my friend, and no-one picks up the phone at this location. In-store the staff is too busy talking to each other to attend to customers. Terrible, terrible service and phone system. Horrible. read more

I had bought a gaming laptop from last year with a warranty and my laptop was kind of getting worse and it turned out my battery needed to be replaced and I had a warranty it had expired 17 days ago and I showed it to them they replaced my old gaming laptop with a new one cost free. Thank you read more

If you need anything make sure you research ahead of time and not have any questions .. The staff will ignore you and talk on there cells unless you are a man ..If you can go to a different location try to do so !!! read more

Singing up for my geek squad protection plan for my iPhone 6 was easy and convincing , I thought if the time came it would be a simple process of me coming into the store showing my broken phone and going home with a new refurbished phone ( this is what was pitched to me upon purchase ). Now after a year , my phone cracked. Easy enough in my head " I'll take it in and pay the $113 deductible and be on my way." Step one : call geek squad (still easy enough) Step two : geek squad gives you two options one that involves both parts shipping back and forth a lot. The second costing you the full amount of your phone , and then getting reimbursed . Step 3 : I chose the mail option and sent it in . This is where it all went wrong , I receive a glitchy phone where the touch. Would often not respond . After a week it stopped working ( mind you I did drop it once (nothing serious, no cracks) . I sent in my phone again (round two) this time it took a good 2 weeks to get it back. (It's now been a month) . This brings me to today , the morning after I revived my phone . Literally 5 minute after opening the box to the letter saying they charged me (2nd time now (226$ at this point ) it starts glitching and going to the white Apple screen, and then not taking a charge past 3% . 100% factory issue . So I call them this morning , "sorry mam, we can start another claim it's the only solution. Can i have your credit card info ?" They won't even let me deal with this in store . I am beyond frustrated as I am paying for a phone plan I can't use , and I am without a phone Which I use for work and safety getting place to place in a shitty town . Not impressed . read more

Horrible store. The people there besides geek squad have next to no knowledge. Most don't even know about the own products they sell. On top of this there phone kiosk is a joke, don't bother using the online phone price calculator then come to this store. Apparently because of "Surrey" bylaws they can't sell used phones so the maximum you will receive will be 50$. Stay clear of this horrible store. read more

Kodos to Mark, one of the Managers at this Surrey Best Buy Location that stepped up to help us, over and above anyone else, when we had gotten the run around from Samsung and the Richmond store who originally sold this new defective tv. Mark was able get us a new replacement tv, and sell us a full extended warranty for same. We have shopped at this location for years when it was future shop, and would have bought this tv here, but it was purchased through our Insurance Company using a third party company, which seemed to complicate matters further, as they used the Richmond store. At any rate, our problem is solved now, and I would not hesitate to recommend the Scott road location to anyone for good supportive customer service, after this frustrating experience. read more

Terrible customer service. When a product the sell became cheaper a few days after purchase, they refused to do a price adjustment. I had to buy a new one at the discounted price and then return it with the original receipt. read more

This location is the worst! Been trying all day to call them and they don't answer, none of the extensions answer not even geek squad... They don't even give full cash back for my $930 camera, if that was the case they should mention it when purchasing it... Not feeling Best Buy at all at the moment, such an inconvenience read more

Rude/unhelpful customer service from the front door to the costumer service desk and the geek squad (especially a long blonde hair guy with glasses), as well as shifty electranics that quickly break. Do Not buy anything from this store & in gerneral I'd say don't buy electronics from best buy because if they brake and you still buy a warranty it still means nothing and they I'll do the minimum to "fix" antlything. I have taken my laptop into here & got it sent out 2 times for the same problems plus more and and then when I got it back again the problems were still there not fixed so I took it in again & they basically told me I'm going to have to keep sending it in 2 weeks at a time & there's no garentee that they'll fix anything before sending it back & I'm a student and I can't just keep giving up my laptop for that long. Over all some of the worst customer service I've ever had to deal with. read more

Please don't waste your time and money at this location. I recently came to this location to pick my macbook air and the cashier dropped my apple macbook air on the floor when I was about to purchase it. He had one job! read more