Best Buy — Local services in Eden Prairie

I do not live in Eden Prairie and only came out there because the SOONEST available installment for me to get my service done was 11/7 from 2:30pm-5pm. I drove from Roseville, MN and had to spend my time from 230-literally 8pm in EP because of your staff and "miscommunication." My husband and I checked in my car before 2:30pm, I was not late or "too early" either. We parked my car in front of install bay and there was also a big red SUV parked outside too. When I walked in was greeted by a female worker, she checked me in and made sure my phone number was all good to go. She said I would take about 3 hours and that I would receive a call as soon as it was completed. As I checked in I noticed 2 cars in the installment bay: one suv and one smaller compact car and there was a tech working on one. I leave the store and kill time in the area of EP. It was about 5:25pm, I did not receive a call, so I drive back to the store and by the time I get back to the install bay, I noticed my car was not moved and still parked in the EXACT same spot. I walk in and check in with the tech and let him know I'm here to pick up my black Honda Pilot. He quickly responds as say, he did not even get started on it because the current car he was working on is "having issues". I notice the big red SUV car (previously parked outside next ti my car) parked in the garage but the car that the tech was working on was a different car that I did not see present when I dropped off my car. He also said, that it would take him another hour to finish the car he's working on and it would only take him 45 mins to install mine. So I said, okay... let me go talk to my husband who is in the car. I chat with him, we agree that this is unacceptable, we come into the store and speak with the "Store Manager" who's name I don't recall. We tell him what's going on and then he leads us to Marco. Marco was great, he listened to us, refunded us our "installment" fee. But there was no point in this because we paid for it as bundle for the remote start and install. He goes and talks to the tech alone and then comes back, tell us the same thing, that the tech is behind and apologizes for no one updating us. By this time is was almost 6pm, Marco tells us to come back in an hour otherwise they will give us a call when they're done. We leave the store once again at and we come back at 7pm, the kind employee in the front goes and checks with install bay and comes back to tell us the techs said another "20 minutes". We agreed to wait in the store, time passes, we ask again, they say "another 20 minutes." By this time I notice Marco goes back to check again after 15 minutes, FINALLY they're done. Marco escorts us to install bay, the tech apologizes and tells us the car that made him behind was supposed to be scheduled for only 2 hours but it took longer. My thought is that if the car he was working on took longer than 2 hours then why didn't he "abandon the project" and come back to it after completing mine? We drive off and leave the store driving in the parking lot, my husband closes the window and the "one-click" auto window roll up was not working and the car was asking for a "radio" code, we head back into the install bay and they fixed it, thank goodness, otherwise I would have been in your store...

This is the abridged version but the meat of what happened is as follows. We had purchased a new Samsung fridge at the end of April and we added Geek Squad support for extra coverage. The fridge stopped cooling about 2 1/2 weeks later. (14 day return policy) It took about 2 weeks but they repaired the computer. Not too bad. About a month ago the fridge stopped working again. This time they said 2 weeks before they could even look at it. After a week and a few no call backs, we finally got them to send out a tech. He looked at it and said "This is a closed system issue. We can't fix this. You call Samsung."...I thought I paid extra for service and I thought I bought it from Best Buy? Oh well, called Samsung, after 4 days, we finally got a number to a repair guy...Rings, right to voicemail. Mailbox full. Called Best Buy EP to beg for help and it fell on deaf ears. "We can't help, Samsung needs to repair it." 6 days later of attempted calls, begging, shouting and groveling, Samsung says they'll have Best Buy replace it. Got an email that said they would. Called Best Buy EP. Nope. Won't replace it, it's just the request form. We need the actual form. I begged for help again. Since we are a family of 6 with 4 kids, 14, 9, 5 and 4 we desperately needed a fridge. I pleaded with them and I get the brush off in the end. "Sorry. Management said they won't help you." Finally after another 7+ days Geek Squad delivers the new fridge with fresh dents and scratches. In all we spent 6+ hours total on the phone and 1 month without a working fridge. No milk, can't save leftovers. Worst experience I've had with any company. I will never buy from Best Buy again. Thanks for nothing short chunky blond guy with the raspy voice in appliances who shall...

My experience here was pretty poor today. It is probably not representative of the store overall, but was of a particular sales person and the model of phone I came in to see.

I came in to see and handle some of the phones in person particularly some of the Motorolas and a Pixel phone. The Moto phone that I was most interested in and had mostly come to try was completely not working and after asking multiple sales people they couldn't get it working so they couldn't even get a sense of it. There were a lot of sales people around but I feel like I got minimum attention while I tried to talk with my husband overseas about the options on the phone and deal with my toddler. It's hard enough for you until I learn to do things and then when nothing works it's annoying..

The bigger issue is that the salesperson who kept helping me give me almost all completely incorrect information in a very confident and arrogant tone in which he assured me he knew how they worked. He told me that the pixels had side button fingerprint readers which is not correct. He told me that the Motorola did not have headphone jacks which was also not correct. He would make up facts and confidently assert that that's the way they were instead of looking up the details to give correct information. He was interested in upselling, but not interested in accuracy and truly being helpful. almost everything he told me could be googled and found incorrect. He really needs more training and more humility to look up and give correct facts rather than act like he knows it all off the top of his head when he's getting...