Best Buy Champaign

Had a great experience when we purchased TV from them. My husband opened a credit card to get 10% rewards. We went the next day to get soundbar. They said they will use a bundle offer for TV and soundbar and still get 10% and cancelled the 1st purchase. But now, they gave only 5% rewards. Upon questioning, they say the transaction didn’t happen within 24 hours. This is so frustrating. If thats the case, we could’ve used my best buy credit card rather than opening a new card. My husband spent hours talking to best buy people and they said they couldn’t do anything and offered a 50$ gift card. We are still losing around 100$. And lost all the afternoon time dealing with this. I hate to have a hard inquiry on credit history for no reason.

Fantastic Christmas shopping experience at Best Buy yesterday. I went in on a mission for a new flat screen TV to be fully compatible with everything to take advantage of all the PS5 technology for best gaming experience, etc... I was quite fortunate to find Jace who took me through the whole process. It was undoubtedly the highest level of customer service and aiding in the decision making process when asked for assistance that I have ever experienced. There was no rush, no pressure, simply you need to at least look at these other 2 brands to see what they offer, shared strengths and weaknesses of all, ultimately narrowed down the selection and even found me a discount I wasn't expecting with credit application! I was also thankful that he ultimately steered me into a 65" instead of the 77" and between the better picture of the smaller LG - 65" Class C5 Series OLED evo which saved us a little, then the savings of the credit application, we went ahead and purchased a great soundbar system to go with it. Jace made sure I could fully see and hear what I was purchasing and made sure to let me know that several of the mgr's at the store have the same C5 model. On top of all of his expertise and walking a novice through the process, he wouldn't even accept a $20 tip afterwards (which he more than deserved). Oh, and don't let me forget to state that he stayed humble as I had asked him how long he worked there, and he shared it was a little over 3 months. I thought he was B.S.'ing me but knew he spoke quite intelligent and so I told him how intelligent he was. Through more conversation in the checkout process, I discovered he is studying at the U of I and in a very impressive program. Best Buy - you knocked it out of the park today at a level I haven't seen or experienced before! I realize with this man's studies he ultimately isn't looking for a career with your store, but that's what makes this even more special. He gives the effort regardless of whether he is going to be with you all in the future or not. If they were selling stock in Jace right now, I'd be an early buyer. Great job, young man and thanks for making our holiday season that much more bright!!!

My son brought his Apple phone in as it was continuously rebooting. He was initially told that the phone needed a new part but it wasn’t in stock. This was on December 2. They told him to come back on Friday the 5th. He went back, they still did not have the part. He returned again on the 6th, they told him the part that was sent was also defective and they would order him a new phone and that would take a couple more days. He returned to the store again on Sunday the 14th and they still did not have his replacement phone. We have been trying to get a hold of someone at the store to find out if the phone is there before he has to make the 2 1/2 hour drive back to the store…AGAIN. We get put to a call center where one person was semi-helpful however informed me the soonest anyone would call us back would be between 11am-2pm the next day. This is THE MOST inefficient process and the communication on top of it has been completely awful.

I traded in my PS4 for a PS5 here, apparently on a special online-only trade in deal for $150. When I went to pick it up, I realized I had ordered the wrong edition. I mentioned as much to the customer service rep. He did his best to navigate the trade-in, pick up, and exchange, with his manager confirming that the trade-in would be applied to the edition I wanted to buy. A few days later, I realize the trade-in was not applied to the exchange. I contact customer service. They advise me to go to the store. I go to the store. They tell me to contact customer service because they can't handle the transaction at the store level. I talk to customer service again. They again tell me to go to the store. So I go to the store again and am told that the $150 trade-in value I got on my PS4 was online-only and would not be applied to the exchange, despite what I had been told at check out. Instead, the regular $50 trade-in value was applied. This manager told me if I had ordered the right product the first time, or told the customer service rep I wanted a different product before checkout, I wouldn't be having this problem. When I asked,"So there's nothing I can do?" this customer service rep gave me a phone number for "higher ups" to contact. Surprise, it's the customer service hotline again. The person I spoke with this time told me only the store has the ability to rectify the transaction and that he doesn't know why they keep sending me to the hotline. He advised me to go to the store--again--and that if they tell me to call customer service again, don't, because they're "wasting your time." If I had been told from the jump that the trade-in value I got was online-only and that I was misinformed by the first manager I spoke with, I wouldn't be thrilled, but I would understand. Miscommunications happen. The fact that I've been given the runaround by store management and then blamed for the original miscommunication is wild. I won't be shopping at Best Buy again and apparently I won't be getting my $100 back either.