Best Buy UX & Post Purchase Experience Review

Action Time
Order to Ship 2 hours 15 minutes
Order to Delivery 3 hours 56 minutes
Order to Pickup Ready 1 hour 3 minutes
Curbside Arrival to Pickup < 2 minutes
All times are calculated based on the orders placed on BestBuy.com

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Homepage

Best Buy Home Page>
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Category Page

Best Buy Category Page>
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Product Page

Best Buy Product Page>
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Drop Down Menu

Best Buy Dropdown Menu>
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Search Result Page

Best Buy Search Result Page>
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Shop by Store

Best Buy Shop by Store>
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Store Detail Page

Best Buy Store Detail Page>
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Cart

Best Buy Cart Page>
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Checkout

Best Buy Checkout Page>
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My Account

Best Buy My Account>
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Purchase History

Best Buy Order List>
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Order Details

Best Buy Order View>
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Return List

rei return step 1>
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Return Reasons

Best Buy Return Reasons>
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Return Method

Best Buy Return Method>
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Return Review

Best Buy Return Review>
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Return Confirmation

Best Buy Return Confirmation Email>
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Return Tracking Page

Best Buy Return Tracking Page Mobile>
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Homepage

Best Buy Home Page Mobile>
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Category Page

Best Buy Category Page Mobile>
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Product Page

Best Buy Product Page Mobile>
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Drop Down Menu

Best Buy Dropdown Menu Mobile>
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Search Result Page

Best Buy Search Result Page Mobile>
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Shop by Store

Best Buy Shop by Store Mobile>
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Store Detail Page

Best Buy Store Detail Page Mobile>
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Cart

Best Buy Cart Page Mobile>
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Checkout

Best Buy Checkout Page Mobile>
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My Account

Best Buy My Account Mobile>
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Purchase History

Best Buy Order List Mobile>
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Order Details

Best Buy Order Details Mobile>
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Return List

rei return s1 mobile>
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Return Reasons

rei return reason>
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Return Method

rei return methods>
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Return Review

rei return review>
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Return Confirmation

rei return confirmation>
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Return Tracking Page

Best Buy Return Tracking Page Mobile>
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Welcome Email

Best Buy Welcome Email>
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Order Confirmation

Best Buy Order Confirmation Email>
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Ready for Pickup

Best Buy Ready for Pickup Email>
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Order Picked up Email

Best Buy Picked up Email>
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Order Shipped Email

Best Buy Shipping Confirmation Email>
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Return Confirmation

Best Buy Return Confirmation Email>
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Page Page Speed (Time to Interactive) Accessibility
Desktop Mobile Desktop Mobile
Homepage 4.7 (sec) 23.2 (sec) 97 91
Search Result Page 5.8 (sec) 31.7 (sec) 96 90
Category Page 5.9 (sec) 26.3 (sec) 98 92
Product Page 7 (sec) 29.8 (sec) 90 90
Cart Page 4.3 (sec) 21.7 (sec) 100 94
Checkout (each step) 5.5 (sec) 26.9 (sec) 94 92
Order List 2.6 (sec) 12.4 (sec) 100 100
Order View 5 (sec) 21.8 (sec) 100 99
BestBuy.com Speed and Accessibility data provided by Lighthouse

Transcript:

Hey guys, this is Virgil from WeSupply! Let me show you how you can order on Best Buy. You can order it curbside, ship it to a store, and all the good stuff. I want to show you what they did with their post-purchase experience as I think Best Buy does it quite well. So let me walk you through!

Okay, this is the homepage. And on the homepage, I created an account. It was a little bit disappointing where other companies basically show you a really nice welcome email, telling you what you can do, because they are offering store pickup, curbside, products, etc. For Best Buy, that’s all you get: ”Welcome to Best Buy, please verify your email address”, and that’s about it. No other email, no nothing. A really cool thing is that I received a text message, that basically tells me the same thing.

Coming to the website, I can clearly see that I can select the store which is picked up based on my IP address. So I did not do much more. And it’s not the closest store at all. So IP detection is good, but not the best in this situation. I can basically change it here, but this is definitely not the store that is the closest to my location.

Other than that, on the homepage, you can see that they are offering curbside pickup, which I really like, or next-day delivery, same-day delivery, products I’ve viewed, etc. So, let me show you, if I click here, you can read more about how they do contactless curbside, and we’re gonna place an order for curbside. I’m going to show you how. Let’s get started!

Best Buy Home Page Curbside Pickup Information

I want to show you a product that I basically found, and this is going to be my cart with the products I’m going to order. And I want to place this order quite fast because they are guaranteeing it’s going to be delivered today by 9 PM. There’s a snowstorm outside and I’m really curious how they’re going to do it. I still have eight minutes left. So let’s hope I can push this through in the next eight minutes. This product is apparently not available at the store that is not closest to me. Anyways, I’m gonna get this product shipped to me. And I like that they have for this Insignia paper 9000 reviews with pictures. So this is really cool.

Best Buy Estimated Delivery Date

The second product I’m going to order is going to be picked up at the store that is actually closest to me. This product is available at the closest location, I can see where is this available, I can change this location, and I can type in the ZIP code. And this is the one that’s available in one hour. I’m really curious if they can stick to one hour and deliver it today. So I added this to the cart already.

Best Buy Store Locator Update Location

And the third product that I want to ship to the store that is not available, was a more expensive one. Probably I’ll get it and then I’ll return it just to show you guys how the entire return experience works. The third product is this cutting machine basically. And this one is not available in any of the stores, but I can ship it to home. But what I want to do is to ship it to my location. I hate this, by the way, it does not remember my last location. I can order it and I’m going to be able to pick it up Saturday, February 6th, so it’s eligible for curbside. I’m not going to add it again to the cart, as I’ve already added it.

I really like the following. I like to hear that on the product page they show right away what’s the last date until it’ll to be delivered. They show you how many days you have to wait in order to pick it up. They also show you all the locations where this product is available or when it’s going to be available. Really cool.

Best Buy Estimated Delivery Date

Let’s check if on the category page you can basically shop for all the products that are ready for pickup today. Apparently, nothing is available. Let’s see something more common. So here you can also shop by store, which is really nice. There you go. These are the products that are available currently in the store. Now let’s check out this cart. So I have here some special offers. Okay, nothing that I care about.

What I like here on the cart page, is that I can see that this is the product I’m going to pick up at this store. And it’s going to be ready for pickup Saturday, February 6th. It’s going to be available curbside, this is really nice. Then the next product is this Insignia paper that I’m going to get it shipped to me in the next five minutes. I’m gonna order it and I’m wondering if I get it today by 9 PM. If I do, I’m gonna let you guys know. I’m really curious about that. I’m going to place the order right now. And the third product will be picked up from the South Philadelphia location, again curbside and it’s ready in one hour. So really cool that they offer it all ship to store, ship to home, curbside pickup experience.

Best Buy Cart Page

Look how cool is this ”People also bought” section for this product, really, really cool.

Best Buy People also Bought Section

I’m gonna check out right now. So let’s do this together. The first product, yes, I want it for today. I still have like four more minutes basically. For the second product, I’ll pick it up curbside, as in-store is not available. Probably due to COVID. I can switch it to shipping and I get it tomorrow, which it’s really cool as well. Here as well I can switch it for curbside. All that looks good. I’m gonna type in the payment info and place the order. I’ll be back.

Okay, guys, I’m back. I had to place the order. Because I was running out of time. So this is the Thank you page. It’s okay, more or less. I like that they have this message here: ”Stores may be busy and wait times will vary. Check the store traffic and hours before heading to the store”. I don’t think it’s that busy today. There’s literally a snowstorm outside, so I doubt there are many, many people on this road.

Best Buy Thank You Page

So this is the order I made. I can view the order, which is right here. So let’s see how this order looks like. That’s really good. I really like this one. I really like how they’re trying to upsell you based on your purchase. That’s really good. Love it. This is the View Order page. And let’s see all the orders from my account first. They have Track my Order page, the first section. And for Recent activity, you can also see here the recent purchases and the status. Like how cool is that? So recent activity, preparing, and I can probably see all everything else. Purchases, track order, this is really cool. So if I do this, I can see all orders in process. Everything is in processing right now. Canceled, nothing yet.

I have the three products, for which I’m also receiving text messages as my order was confirmed. Really nice. They’re keeping you updated with text messages. So this is my order. This view is very similar to how Walmart has it. Let me show you. You don’t have to click into it. That’s what I like. You can click into it, but you don’t have to. It just shows you everything right there. I don’t need to click into anything, although I can.

Best Buy Order View

So preparing for pickup today indeed, arriving today. I really want to see how are you guys gonna do it on this snowstorm. And this is going to be shipped to the store, available on Saturday. Anytime I can cancel this order, I can change the way I want it, so I can ship it instead. I can make changes to pick up. What kind of changes can I make to this pickup? Let’s see. Oh, I can change the person. Change the store or change from store pickup to shipping. I really love it.

Best Buy Curbside Pickup Changes

Okay, what else? Let’s see the Order Detail. Order Detail has the payment details, gift receipt, so I can send it as a gift receipt. Really nice. Disclaimers: ”Store pickup orders could take a little longer. Please wait for a Ready for pickup email before you head to the store”. Yep, very, very important. Everybody’s mentioning this. Everybody’s mentioning do not go to the store before the order is ready for pickup. This is a must. Probably they are processing thousands of orders and it’s not uncommon. That’s why they do it. It’s a very good practice. Very nicely detailed here.

Best Buy Order Detail Page

I love how you can basically buy other products. And what happens? Let’s do this. It’s gonna be a new order. I would have to place a completely new order. That’s fine. Let’s see if I received any other email. It just went into Promotions. Okay, so this is the Order Confirmation email, contactless curbside. I really like it. It takes me back here. And then Thanks for your order. Store pickup, ship to home, ship to store, like look how nicely they are separating everything. That’s exactly what I’m talking about. This is really cool!

Best Buy Order Confirmation Email

Best Buy Help CenterYou can see when your item is ready, in the same day, I can view the order, topics, common topics from the Help Center. See how store pickup works. Okay, it takes me back, change the store pickup options, I can come here. I really like how all these brands are embedding Help Center topics into each email. This is something that’s really relevant today. They know how to upsell, so really well done. So far I’m liking it.

But this is so nice, like look at this. It’s so easy to understand, what’s coming into stores, home, ship to store, and when I’m going to pick it up. Okay, one hour. I’m waiting for you. I’m going to keep you guys updated with every update that I get from Best Buy. Apparently, I’m going to pick it up today. And I’m also going to get it ship to home, so I’m really curious how they’re going to do this and who is actually going to ship it. I will let you guys know.

Curbside Experience

I arrived at Best Buy and they have a dedicated curbside pickup area. However, I’m not sure if you guys can see, but there are a bunch of cars parked right in front of the store. Like nobody’s actually waiting in the pickup line. Why would they stay there? That makes no sense. I’m gonna give it to try here and if nobody comes out in a few minutes, I’m gonna pull up there in front of the store. Maybe it’s just better.

Anyways, so I’m here, see your order status. Let me see what happens. Don’t tell me, I have to log in now. Let us know when you get here. Okay, I’m here. Oh, this is so cool. So check this out. I hope everybody sees this. So I can basically see the order details. And I can hit the I’m here button. I can extend this pickup. Okay, what happens if I click this? No, nothing. Just hours for in-store pickup and curbside, popular times, pickup times. You can see that the usual curbside time is three minutes. Wow, this is pretty cool. Shipping for Saturday. Good. I can see all the details. But this is really cool. So they don’t just show you that you can pick it up in that hours, but you can actually see when it’s the busiest time tomorrow. Let’s say tomorrow. Tomorrow they are expecting the same. How about on the weekend? Does it change? Yep, it changes over the weekend.

Anyways, I’m here so I’m just gonna click this. In-store pickup isn’t available right now. We’ll bring the order using curbside. The wait time is three minutes or less. So bring my items out. Okay, number seven and next. This is very similar to how Target does it. I really love this UI where you can actually select the type of car, the color, cannot tell. I’m black if it’s selected. That’s quite shitty how they make it. I’m done. Truck black, done. Now they want to get my location. Okay, that was interesting. Why did they want my location? What do you guys think?

Oh, and it has a countdown, check this out. You can actually track how long it takes for them to deliver it. So already 30 seconds went by, and it would be out soon. About three minutes. There’s a PIN code with four digits that I have to show. I really love that. ”Just pop the trunk or open a window or door”, really cool. Let’s see what happens. Three minutes, right? Maybe I should just sit there so the guys don’t have to walk out. Probably they requested the location to make sure that you are here. Not sure. We’ll see. This is really cool. I really liked the other page, if you guys remember. I’m going to have another pickup in a few days when the other product arrives. Okay, the text message: ”We’re heading out with your curbside order, please have your 4-digit code ready. Thank you for your patience!”. Text messages every time.

The guy is coming. Okay, he probably hates me because I parked here and not there. But he is coming, on this side or on the other side? Okay.

Hello! Hi! 7014. Cool. Thank you. Have a nice day! Thank you! You too. Okay.

The guy actually delivered it in this shitty water. Like, look at this guys, it’s freaking horrible weather and they are doing their job. They’re coming out and they’re giving you the product. So let’s see. Two minutes 40 seconds more or less. Okay, I really like it. Let’s see what happens if I refresh this page. It should say that it was picked up today. Picked it up today. I can start a return, as it’s returnable until February 16th. And I’m still waiting for the other product, this cutting machine. Okay, it doesn’t matter. And I have a confirmation email, ”Thank you for shopping with us”, this is your receipt, pickup completed on Monday, February 1st. I especially love that page, that long page with all the stuff, with time, and when it’s busy. It’s really nice. I’m gonna wait for the other product. And then I’m gonna return one of the products and walk you guys through that entire post-purchase experience. Take care.

As I was pulling off, I just received this text message that my order was shipped. And this is basically for the paper that’s supposed to ship today, that guy is going to hate me. Not sure if you guys can see it, but this is going to be shipped by using the provider Shipt. But yeah, apparently the product is going to be shipped today, even in these kinds of conditions. Best Buy, well done. If I receive this product today, you have my respect. They are actually doing it today. I was trying to stop by to get pick up some food and actually, even drive-throughs are closed today. So we’ll need to cook something. Okie Dokie. Have a great day, guys. Bye, bye.

Order Review

Hey guys! So my cutting machine from BestBuy just arrived at the store and I should be able to go and pick it up. But what I want to show you is that as soon as you arrive to the homepage, one of the big sections of the page is advertising different products , but they take off half the page to show you the recent activity, which is basically that your product arrived at the store.

Best Buy Recent Activity Ready for Pickup

And right from here, I can basically start. I’m at the store. Yeah, I can basically start the process for the guy to be notified that I’m at the store, and he should bring the product. But what I really like here is that they showcase it directly on the homepage. And right below that, they’re upselling these little accessories to use this product. I love how they upsell here, and I love how they let me know directly as soon as I arrive at the website. Like if I come back and I didn’t pick this up they want to let me know. And they also avoid the where is my order type of question. So that’s really cool.

Best Buy Start Curbside Pickup

Let’s take a look at how this actually looks. So this one got delivered by Shipt. Yes, I received it that day. It was really nice. It’s returnable until February 16th. I love that they tell me how much time I have to return it. This one the same, and ship it instead, I can still change it, I can cancel it, I can make pickup changes, extend pickup time. I think this is very well done. Like all these options are critical. Yes, I might not be able to come and pick it up, so I need to extend it. Also what I want to call out here is that they promised that this product is going to be ready this weekend if I remember correctly. And it was ready last night, so basically took them like two days to get the product shipped to the store. That’s insanely good.

Best Buy Order Review

 

Best Buy Return LabelReturn Experience

Let’s try to return a product and see what happens. Let’s return this paper. Select the reason, change my mind, continue, return to a store, prepaid yes. Apply printed UPS label and we’ll mail your confirmation, perfect. And this is the label. I love how they have the packing slip, the return code, it’s very easy for their warehouse to process it. And below I have the return, six pounds, prepaid label, UPS Ground.

Yep, pretty good. I like how they put here the reference number and also another reference number for prepaid. What they could do, they can make it based on scan, and then you’ll be charged based on the weight as soon as you drop it off. They did it quite well. I can print this right and print it nicely.

Let me see the Return request confirmation email because apparently, they sent it to me. Wow, look how cool it is. Store pickup two, right, and I’m at the store, I can extend it, it gives me the hours.

Here they basically allow for curbside pickup until 8 PM where in-store hours or only till 7 PM. That’s really cool. For example, for Home Depot’s case was exactly the opposite. The store is open until 9 PM, but they just bring your product out to you by 6 PM. I think that’s backward.

I like how they tell you when it’s busy as maybe during COVID you don’t want to go when it’s busy. That makes total sense.

Best Buy Popular Pickup Times

Can I change it back to the previous page? No, so this one maybe I can return it to a store. Remember to bring this and for return I can choose another store. For example, I select this location and probably they are going to be notified that there’s an incoming return.

Overall I really like it. Really nice. The return process is really cool for Best Buy. Do I have to say that so far probably Best Buy does it the best? Not sure. Let me know guys what do you think. Best Buy is definitely the top three in my case. The way I look at it so far is REI, Target, and Best Buy. That’s what I think. Very well done.

This was Best Buy and I’m going to post all kinds of images regarding each step of the process, so you guys can analyze and look at it deeper. So it’s gonna be really good content. Make sure you check it out. Take care, bye!