Best Buy — Attraction in Minnetonka

TERRIBLE Customer Service! I went to have a remote starter installed, & from the time I arrived, I was treated like I wasn't welcome. My appt. was scheduled for 10a & confirmed, but apparently the store didn't open until 11. I arrived on time, but needed to go up to the main doors, knock, hope someone sees me, wave & make car gestures at a few different people so they'd even acknowledge I was there & not trying to come in to the store early. Finally, an employee comes out, WITH AN ATTITUDE & says, "what can I help you with?" I asked him if he was having a bad day, & he says, "no, what's up?" There was another employee standing nearby witnessing it all, so my guess is he thought it would benefit him to be a little nicer. I told him why I was there, & he's like, "um, ok, well give me 5 minutes." I go back to my car (my 4 yo is with me and we're parked at the front). He comes out & starts setting up outdoor signs. Finally he comes back toward my car and motions for me to come inside (or so I thought.) I told him "my daughter is in the car" I didn't want to leave her alone. He says, grumpily AGAIN - "I mean, you'll be like, literally 10 feet from your car." I walk over & he takes my name & goes to get the parts. Some time goes by and he comes back out with the parts, and tells me where to go for service. He said, "the store's closed, and the door will be locked, so you'll need to get out, knock on the door." Ok, first of all, it's really cold outside. Second, why would you allow me to book an appointment when the store is CLOSED & apparently the employees aren't expecting me?! I knock on the door, and out comes an employee in gym shorts and a jacket. His name is Sam. Sam ALSO has an attitude. He begins telling me that I was supposed to have a ride, and that there's nowhere for my daughter and I to wait. He says I should have gotten an email explaining all of this. Apparently, I overlooked this statement (It blended it with the other stuff). That was my bad - but, we can go in the store, right?. Wrong - store's still closed. (But I noticed that Best Buy was supposed to call me before the appointment. That never happened. I even called them the day before to find out what I needed to do since I had never gotten service there & waited 40 minutes on the phone. No answer.) So, I'm asking Sam to help me figure this out - I just drove 30-40 min, on slick roads to make it to an appointment I waited weeks for, and you're telling me you can't help me figure SOMETHING out? He motions nonchalantly to the target next door - where the entrance isn't even visible and who knows how long it would take to even find where the entrance is, and we'd have to cross mounds of snow to just get to that side of the building. And it's so slippery, that one of the other employees slipped & fell walking over there! He says, "I mean, you can go to target." When I tried to respond, he KEPT interrupting me. He obviously was NOT trying to hear anything I had to say. Then he says, "Technically, after 15 min late, we're supposed to cancel, so you can either stand here & debate with me about where you can wait or I can see if we can still work on this, b/c we might have to cancel." And then continued to reiterate that he will have to cancel. I asked him to get the supervisor, Francis, who at least, was kinder than the other two employees. He called the GM to see if we could wait in the store for 30 min, but we couldn't - which I understand is store policy. While he and I are talking, and as I'm making suggestions about what could POSSIBLY work - like, maybe they could start my appointment at 11 (since it's 10:30 at this point) & my daughter and I wait in the car until the store opens - before I could even finish my sentence, Angry Sam is shaking his head. There's more, but I'm at my character limit for this review. It's hard to not think that I didn't "look the part" to be in that area. I'm trying to assume the best, but the employees' treatment was downright rude. Geek Squad is supposed to solve problems, not...

The staff was very helpful, very knowledgeable. Every question every single item I was interested in or not the staff has answers and were more than happy to be of help. However only 4 stars were given due to. I had made 4 separate purchases that day. Each of which the receipts wrf all emailed to me. The rent a cop door guard that thought he was on CSI Miami. Stopped and asked me for my receipts. I advised the FBI agent wanna be all were emailed I had no physical copies. Grabbing my bags in my hands. He proceeded to shift through the items. Attempting to find trace DNA evidence and hair fibers. He informed me he also was unsuccessful in locating the items in whole onone receipt. Laughing I explained of course not. They were purchased in four separate transactions. While standing there extremely impatiently after 5 minutes. While CSI Miami couldn't follow the clues of items to his hand held receipt verification electronic. I attempted to walk put the door. He placed his arm in front of me amd said I was not able to leave. Then being an amateur lawyer of Law amd Order I very calmly and firmly explained to FBI Agent Remt a Cop he has no authority to detain anyone. He must let myself and 3 children pass immediately. Being a timid person when confronted he realizes it would be horrific to his personal health to haven't obeyed my demand. He lowered he arm. Walking past he attempted to make me feel obligated to stay in the store saying he hasn't located any of the receipts for my items. Laughing as I corralled and herded my little ducklings safely across the parking lot he stepped outside an watched as I loaded my childen into my truck. I can only speculate he was documenting my license plate number. Along with make and model of my vehicle. Training and more effective means of purchase verification needs to be made. This was certainly unwelcoming behavior and time consuming. I understand and agree with thier theft control procedures. This circumstance was just astronomically difficult for me and...

Location is difficult to get to since it is located west of Ridgedale Mall and have to drive past Target shopping center, which has been under construction for a while, but even when that construction is done, there will likely be heavy traffic around center.

However, the lower rating is not from the difficult location, but rather from the lacking customer service. I would give the store a one star, but there are several very customer focused employees who offer to provide assistance, but they are out-weighed by the number of unhelpful staff.

Even requesting the in-house consultant was painful. First, the 1-800# was difficult to schedule anything, then once finally having someone come to the house to look at TV, speaker and wifi options, had someone who almost sold me a wifi mesh system that would not be compatible with Mediacom's modem.

Then, when stopped in the store on two separate occasions, had bad customer service. One employee in the TV section was more interested in showing off their TV knowledge to their boss than answering my question regarding a product that was not on display, but carried on-line. I simply wanted to a comparison of the product not on display with one on display so I could decide if the on-line option was worth the savings, but could not get a straight answer, let alone an offer to compare the on-line option to anything similar already on display.

Finally, during that TV venture, and again when I tried the store one last time, I could not find anyone around to answer questions about the home doorbell system (Ring2 or others). There were manufacturing demo employees setting up their showspace but would not answer any questions about even their product. Let alone, the absence of any Bestbuy employee who could answer any questions.

If you know exactly what you want, and it is not cheaper on-line, it may be worth the trip to this store, otherwise, it is not...