Best Buy

• Excellent Customer Service 
• Product Replacement Policy
• Wide Variety of Products
• Easy Shipping and Pickup Options
• Price Match Policy

Excellent Customer Service

We liked the Geek Squad approach to customer service. In this medium, we found one of the most robust customer service platforms in the industry. Geek Squad is an owned subsidiary of Best Buy. In addition to providing customer service at every Best Buy store, customers can also get support 24/7 online or over the phone. Best Buy sells support packages with each item that is sold in a store. 

Product Replacement Policy

Geek Squad has a "lemon" policy. If your product requires three repairs during the life of your service plan, the Geek Squad will turn your lemons into lemonade by replacing the product with a similar model if your model is no longer manufactured. 

Wide Variety of Products

Best Buy offers customers a vast selection of electronic, home entertainment, gaming, and appliance products. This is very convenient and outpaces many competitors. We were impressed with its selection of Apple products and that the company offers sales on these items.  

Best Buy also had a wide variety of "wearable technology" available. These included sports training aids, sports watches, and activity monitors and pedometers. Some of the companies in the industry lacked the number of items from Best Buy. Best Buy also carried home assistive technology, items ranging from phones to computers that helped those in need live easier at home. 

There were more than enough accessories to make your computer user-friendly and ergonomic. When we looked at the keyboards and mice available through Best Buy, we found more than 164 pages of items, 97 items in total. We found a lot of good wireless mouse and keyboard combos, great for the person who wanted an ergonomic work center or specialized accessories for gaming. 

In addition to the consumer electronics products, Best Buy offers customers a huge selection of products for home: appliances, cardio equipment, sustainable living products for home, smart home products, home and office furniture, and more. 

We also liked the website's functionality, especially how it let customers sort through items. Customers could sort through items by brand, price, and other characteristics. Also, each item included a high-quality picture of the item.

Easy Shipping and Pickup Options

Best Buy goes above and beyond its competitors with its excellent shipping and pick up options. Thousands of items on its website are eligible for free, next-day shipping on a $35 minimum purchase. Next-day delivery is based on product availability and on the time of day the order is placed. The company also offers free standard shipping on orders $35 and up on qualifying items. 

And if you’d like your order even faster, Best Buy stores offer the convenience of in-store pickup and curbside pickup for free. 

Price Match Policy

Best Buy won’t be beat on price. It matches the product prices of key online and local competitors for immediately available products. At the time of sale, Best Buy will price match local retail competitors (including their online prices) as well as these major online retailers: Amazon.com, Crutchfield.com, Dell.com, HP.com, and TigerDirect.com. It will also match its own lower in-store, online or app prices during the return and exchange period upon request.

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• Poor Customer Experience
• Customer Complaints

Poor Customer Experience

The in-store experience with Best Buy often leaves something to be desired. Some reviews online, as well as a recent Forbes article, listed this as one of the reasons Best Buy often struggles to keep customers in the store. The Forbes article commented on the typical customer experience at Best Buy. Often, a customer walking into a store for self-service (to purchase the items they know they need) will receive an experience pressuring them to buy more things. This was a trend in some of the reviews we read about Best Buy online.

Customer Complaints

Best Buy has received mixed reviews online. One customer complaint involved the purchase of an Apple MacBook Pro from a store. The customer found the 2012 model sticker on the inside of their computer, contacted Apple, and was told that they had purchased an "old-stock" computer. The inventories of some brands in stores are often older models that Best Buy has purchased in stock.

Another customer had purchased a $450 computer, according to a complaint, and it was not working after the 15-day Return and Exchange Promise. The customer was advised to go to the manufacturer or purchase a Geek Squad plan. Electronics are expensive investments, and consumers should have access to the best products available.