OK Best Buy Canada, if you want to know why you are losing the battle with online retailers, try this. Now, please bare with me as I unfold the story. I promise I will make my point at the end of this. I filed an extended replacement warranty claim with Best Buy Canada (Geek Squad) the 1st week of July to fix my broken TV. Many calls (&;;;;;;;;;;;;;;;; hours of my time) later you sent me an email (July 10th) thanking me for scheduling an appointment with Geek Squad. As I had not yet had an appointment scheduled it took me several more calls over the next week to finally get a confirmation on the appointment which was to be on July 18th. Yet, when the "tech" called to arrange the appointment he stated he was just making the appointment, not attending on the 18th. After a discussion he agreed to look at the TV on the 18th and then verified it was broken and needed to be replaced. Now the fun starts, he would need to submit a report and then about 4-5 days later someone would evaluate it and contact us. WOW! After a week goes by, I again began the task of calling the Best Buy Canada Geek Squad line to find out what is happening. When I finally get through, I am told the case will be turned over to "a store manager" for me to come in and get a replacement TV. Do I have a choice in selecting the store to shop at, NO. A few days later I receive "the call" through voice mail telling me to come to the store (Murphys Law - of course it is one I have never had any luck with in stock items, even before this Cov*D stuff started). Also, there is no way to respond to the call as Best Buy Canada stores no longer answer phones, nor do they let you leave messages. OK, now for the really interesting part. After going into the store this past Sunday (Aug 2), selecting the replacement TV (did I mention the shelves are empty at Best Buy Canada and every comparable model needs to be ordered) I completed the transaction with a promise to have it shipped by Aug 7th. Best Buy Canada if the shortcomings outlined so far are not enough to realize you have some problems with your customer service, here is the kicker. Early evening Sunday (6:30PM) I get an email from Best Buy Canada stating "Your order has shipped #83677xxxx". I got excited thinking WOW, that was really fast, and I will have a functional TV by the end of the week. HaHa! The jokes on me again. This morning (Tuesday Aug 4th) when I click the link to "Track shipment" I find that only the shipping label was printed on Sunday. Best Buy Canada has not actually sent anything, and Purolator has not actually been provided with my TV for delivery. Apparently Best Buy Canada feels that printing a shipping label is the equivalent to shipping a parcel. Now for my point, I promised I would make it so thanks for sticking with me. On the same Sunday I received the email that "Your order has shipped" from Best Buy Canada I placed an order on Amazon.com (confirmed at 8:44PM) for a seat cushion. The order was to be fulfilled by Amazon.com. On Monday morning I received an email from Amazon.com that my order had shipped. When I clicked the "Track Your Package" link I was delighted to see that it was in the possession of the courier. Apparently Amazon.com views "shipped" as to have been shipped, unlike Best Buy Canada who view printing a shipping label as being shipped, and my package from Amazon.com arrived at my door just about noon today (Tuesday Aug 4th). Best Buy Canada my order is still showing as label printed and not in the hand of a courier, even though you were delighted to tell me on Sunday that it had shipped. I think that Best Buy Canada might do well to look at themselves and ask why customers like me are turning more to companies like Amazon.com for retail products. Setting expectations and delivering on them are keys to ensuring your customer base is satisfied with your organization. The current state of the world is presenting challenges that many companies have never faced but that does not provide a new platform where every shortcoming can be explained away by the virus. Your Geek Squad people blame Cov*d for their delays, your store managers blame Cov*d for not answering phones, your store personnel blame Cov*d for lack of staff and inventory. It is easy for a company to hide behind a vail of excuses but those companies who will survive and thrive during these times will find ways to accommodate and work with the needs of their customers. It may not be pleasant to provide honest answers but setting expectations which are real and honest will prevent buyer remorse and resentment for the purchase. In my case, your store employee told me that the TV would ship by Aug 7th, not Aug 2nd. That became my expectation. Why set an unrealistic expectation through a false narrative?