Complaints

This profile includes complaints for Canada Computers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Canada Computers

  75 West Wilmot St Richmond Hill, ON L4B 0B7

• 

  Canada Computers

  6600 Yonge St North York, ON M2M 3X4

• 

  Canada Computers

  105 - 545 Hespeler Rd Cambridge, ON N1R 6J2

• 

  Canada Computers

  14 - 920 Upper Wentworth St Hamilton, ON L9A 5C5

• 

  Canada Computers

  2433 Yonge St Toronto, ON M4P 2E7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a set of headphones for my computer . The quality of the headset was poor and there was a hum when the volume was over 75% .
  I went back to the store I bought them from to return them , and before I had a chance to explain why , one of the clerks in the back yelled “ IS THE BOX OPEN ?? “ .
  I replied “ well yes , I bought them to use , but the quality is horrible and there is a hum. “
  The clerks Reffered me to the website , and showed me where it says “ no returns on headphones if box is open ! “ .
  I asked them “ where in your store does it say that in the headphones section , and how come at the sale , you didn’t warn me !? “
  They appologized and said there was nothing they could do .
  Issue number one . How can they refuse my return , when I walked into the store . I wasn’t on their website . There was no warning visible or posted that all headphone sales are final If box is opened . No one at the time I ran my credit card to pay told me the sale was final . * **** **** **** ****** ** * **** , *** **** * **** *** ** ***** ****** **** ** .
  I am sure I am not the only one who has complained about this policy .
  **** *** / ******** , all allow returns on headphones as long as they are returned in new condition , so it isn’t a provincial or sanitary reason . **** ** ******* * **** *** **** * ***** ** ******** ***** .
  I called customer service and they only confirmed that if the box is open , the sale is final .
  This policy if legal , needs to have visible warning , and verbal consent or even maybe have them sign the bill !!!
  I am very upset , and it was enough to file this complaint .

• Initial Complaint

  Date:30/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 27th of 2021, I purchased a house brand (*******) PC from Canada Computers (Inv #: ************) for the sum of $2352.00. Over time, the machine began exhibiting issues with its USB connections randomly resetting, or simply failing outright. The CPU manufacturer acknowledged an issue with their chipset, easily resolvable with a BIOS update.
  
  Here’s the problem. CC used an OEM Gigabyte motherboard in the computer, and in doing so, is responsible for issuing the BIOS update, rather than Gigabyte. Where the latter has long since released this critical update (***** 1.2.0.2), and others, Canada Computer has failed to delivery any BIOS updates whatsoever.
  
  Computers require BIOS updates to be fit for purpose; otherwise, they’re essentially unsupported in the face of commonplace hardware and software issues, greatly reducing the usefulness of the machine. They absolutely refuse to acknowledge the issue, despite it being known industry-wide, instead suggesting some other troubleshooting might resolve it.
  
  I, and any other consumer who had the misfortune of having been sold this dead-end device, should have access to the BIOS updates we can reasonably have assumed would be available to us, and I would like Canada Computers held accountable for not disclosing the significant limitation these machines are saddled with.
  
  If they’re not prepared to provide such updates on an ongoing basis, they should be disclosing this unusual business choice up front. I would like this complaint on record, so that other consumers can be made aware of this unethical business decision, so that they might spend their money more wisely elsewhere.

• Initial Complaint

  Date:26/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a monitor from Canada computers and it’s been nothing but a massive headache, employees being rude. Not answering calls. Head office not returning calls. Brand new monitor came out of box broken and I’m being blamed, $600 and im now told that they have to check with Samsung if they can refund and can take a few months. When I reached out to Samsung they said they should replace it instantly?

• Initial Complaint

  Date:26/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this computer in November of 2023 as a xmas gift. The computer has never worked out of the box and the return date has passed. The retailer told me to go to the manufacturer for warrantee work but the manufacturer has ignored most of my emails and calls. Canada computers (Randolf) who I spoke to told me i was "*******".

• Initial Complaint

  Date:25/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high end computer for $2499 in Oct 2022 from Canada computers in St. Catharines. The customer service person helping me recommended that because it is such an exspensive computer I should get the extended warrenty package . I tend to avoid these, but I asked her what it covered and what the benefits are. She told me it covered any defects or parts and labour that need to be repaired or replace over the term. The 3 year tech repair warrenty cost $449 , but given the price of the computer and its components I thought it was probably a good idea. Within 1 year the hardrive fried, I brought it in knowing I have full warrenty coverage, brought it to the store and the tech told me that the warrenty I purchased can only be used once and it would be approx $100 to replace the hard drive. He told me I was welcome to use the warrenty but after the repair there would be no more warrenty left….I was so angry! There was never once a mention about it could only be used once! I never would have purchased that kind of warrenty, it was sold to me as a regular extended warrenty. Of course I wasen’t going to waste a $449 warrenty on a $100 repair. So I paid for it to be fixed. Now I feel completely mislead *** ****** *** being sold a warrenty for so much that is not what I was told it is. The store will not refund it as it is almost a year later now, personally I feel it should be refunded as I was sold something other than what I was told I was purchasing. Plus what harm is it for them to refund it since I haven’t used the warrenty!
  
  I recently went online as I was really bothered by the situation- the tech care repair plan I purchased should cover repairs and diagnostics for the duration of the 3 years, at this point I just want the warrenty refunded as the clearly do not honor their warranties, and are telling me it can only be used once.

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #3****** is Cancelled
  
  On Dec 21, 2023, at 8:11 AM, Canada Computers & Electronics wrote:
  
  Didn’t receive refund my order were cancelled

• Initial Complaint

  Date:21/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i went in to the store relying on the store specialists ** * ** *** * *** **** ****** -
  i told the techs i wanted to run 4 monitors on the computer and asked his advice - they said the ******* build would suffice - I bought two monitors - they were acting up almost immediately so i though it was manufacturers issues of the monitors but when i checked them as per manufacturers suggestions it was the video card in the computer - i took it back to these guys * **** ****** ** ****** ** *** ** and wasted my time *** ******* ** *** *** ********** ***** ***** **** *** ******* ** **** **** *** * and because i don't have the bolts and the sata wire and the little baggy that came with the computer in the box they said you out of luck - the video card is barely usable as the screens keep crashing so there is something very wrong with this thing - they told me my monitors refresh rate is too high - but this is why i bought this computer for the video card to handle this stuff in the first place - they wont even exchange the video card for a new one even though i have video of the screen malfunctioning due to the video card - they said its working normally * ***** ********* **** *** **** * i spent 1200$ on this computer and they told me they cant help me even though i bought the computer on june 7 and they have a 15 return policy and it is now the 21st which is well within the return policy date - i asked if they could at least do something to help me with a new video card they said you can buy one off the shelf - i said i want to return this computer and get one with ta video card that can handle what i am doing with the monitors since this one is not capable of doing that and i was told it could - they said sorry we cant return the item so i am out 1200$ with a computer that doesn't work and the computer is 14 days old - i would like at least like some customer service ***** * ****** ** **** ** *** ***** *****

• Initial Complaint

  Date:14/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an ************ laptop from Canada Computers in August 2021. I reluctantly bought the 4 years extended warranty for close to $400 only after asking the sales person Rishabh who confirmed from his manager that it covers unlimited times of battery replacements.
  On May 24, 2023 my request to replace the battery under warranty was denied by Sarah and her female store manager who claimed warranty does not cover battery replacement. I argued that the extended warranty was purchased ***** ** ********** *********** ***** ** ********* ***** ******. On the same visit I raised an issue with recent high noise of laptop and requested fixing it after replicating it to Sarah who said the fan needed to be replaced and that it should take 3 to 5 days to have it ordered and replaced. The receipt we got showed wait time of 2-3 weeks which Sarah said was the worse case scenario.
  **** ****** ****** ***** ***** ****** ******* ** ****** * ***** ** ***** On June 4th I got a call from Abdul who told me that while replacing the fan they blew up the motherboard and they're going to order a new one. I replied that I still needed the laptop within a max of the promised 3 weeks and if they could not then they would have to order me a brand-new identical replacement. Sarah who confirmed that I should still get the laptop in three weeks from the original drop off date changed her mind today June 14 after exactly 3 weeks from the drop off date and said that they still need 7 more days to get the motherboard. * ****** *** *** ******** ******** **** ** **** *** ****** ** ******* *** * ***** ** ***** ** ***** ******* ****** ** ****** ********* ** **** *** **** ** ******* ** ** ****** ***** ****** **** ** ** ********* *** ******* ***** *** ******** ******** **** **** **** **** *** **** ***** ***** ****** *** ******** ******** ***** **** ********* ******* ****** ** ** *** **** ** ******* ** *** ******* **** **** *********** *********** *** ***** ****** ********* **** ***** ********* *****

• Initial Complaint

  Date:02/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop from the Barrie location of Canada Computers on Feb 18/23. The information provided to me by the sales rep (Roland) was that the RAM on this laptop was upgradable, as I require more memory than came supplied. I attempted to purchase memory from Canada Computers when I purchased the laptop, however they did not have the correct RAM in stock. I ordered the correct RAM from ****** (the type as told to me by Roland) and when it arrived, went about installing it in the laptop. This is when I discovered that this particular laptop has non-upgradable RAM that is part of the motherboard. On top of the $58 I wasted on RAM from ****** that I cannot return, I also now have a laptop that will not complete the tasks for which it was purchased. I have attempted to get resolution from Canada Computers via their customer service, however they have done nothing: no one from either the store or head office has contacted me to resolve the issue. I have the email streams to validate my attempts.

• Initial Complaint

  Date:16/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an **** Laptop I7, with touch-screen on October 08, 2022 from Canada Computers & Electronics in Mississauga. At the time of purchase, the store advised me to buy store warranty because if something happens we at the store can repair it for me - I declined. However, they advised if you do not buy our store warranty, I still have one year manufacturer's warranty. That if something happens - just bring it to us and we will send it back to the manufacturer and then that would be between you and the manufacturer.
  On or about February 23, 2023 the same laptop when I open it in the morning the screen was broken (not physically) but right above the left hinge there were lines and half the screen was gone.
  On or about February 24, 2023, I took the same laptop to Canada Computers & Electronics - I spoke to the staff that I acknowledge that I did not buy your store warranty but I still have manufacturer's warranty. That could you please send it back to the manufacturer to get it fixed (because you mentioned this when I bought the laptop). There response was we do not fix this problem because this is physical damage. I replied I am not asking that you Canada Computers & Electronics to fix this - all I am asking is to send it back to the manufacturer so they can fix this and that would be between me and them. Again Canada Computers staff replied because I did not buy the store warranty that's why they cannot send this to the manufacturer. They (the store staff and their Senior Manger) also replied that the manufacturer would not fix this physical damage. I asked them send it back and that would be dealt between the manufacturer and me. But they denied to send it back. They kept on saying on behalf of the manufacturer that they would not fix this physical damage.
  
  Subsequently, I contacted Canada Computers & Electronics through their customer service (attached are the emails) and got the same replies.
  
  Given my work and this laptop being a very important piece of equipment/tool for my work, it was urgent for me to have the laptop working. I therefore, had it repaired from the open market.
  
  I do not understand why Canada Computers would not send it back to the manufacturer for repair. Is Canada Computer & Electronics the sole agent for **** (the manufacturer) because they seem to give answers on ****'s behalf.
  
  Despite I have one year warranty and I am well within the manufacturer's warranty, because of Canada Computers & Electronics I had to pay $400 along with other associated expenses of $300 for getting the computer repaired from the open market and I also lost the touch-screen feature of my laptop (for which I initially paid for). I would still would have this feature had the laptop was repaired by the manufacturer.
  
  Either get my laptop repaired as it was when I bought it or reimburse the expense of $1000.00 that I had to pay out of my pocket and a declaration that I still have warranty for both manufacturer and Canada Computers & Electronic store.