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Updated April 28 @ 3:30 p.m. CDT

An Update From Best Buy CEO Corie Barry On How We Can Safely Get You What You Need

I genuinely hope you and your family are staying safe and feeling well. We all know the world continues to react to an unprecedented pandemic, and I wanted to update you on the ways in which Best Buy is evolving to meet our customers’ vital technology and appliance needs. Just as importantly, I want to share a big step forward in how we are now able to better serve you in your home.

Across the country — in virtually every city, county and state in which there is a stay-at-home order — we have been designated an “essential” retailer. This means the products we sell, from the equipment you need to work or learn from home to the appliances you need to care for your family at home, are considered critical as so many of us continue to engage in some form of self-quarantine. In our view, however, the conversation is now starting to move from what it means to be an “essential” retailer, to what it means to be a “safe” retailer.

It was with safety in mind that more than a month ago we suspended the part of our business that typically works in customers’ homes more than a million times a year. We did this despite being designated essential and even as others continued to deliver, install and repair in homes. Simply put, we made this decision because we could not look our employees — or you — in the eye and say we knew fully how to do this work safely.

Now, a month later, the world has learned much more about the virus, and we’ve taken the time to build what we believe are the right processes, acquire the right equipment, and create the right employee training. In short, we believe we’ve learned how to perform essential work in your home safely, for both you and our employees.

As a result, we are pleased to announce that we are returning to the kind of in-home work many customers have been asking for — the kind that fixes what’s broken, installs what’s missing, and improves the very technology we all need now more than ever. Our employees will follow new safety guidelines before, during and after an in-home visit that meet or exceed CDC guidance. These requirements will apply equally to any third party entering your home on our behalf.

To learn more about this process, including the use of protective equipment, social distancing practices and employee self-health checks, we invite you to watch this brief video. As you would expect, we will not offer this service in communities where local governments ask us not to or where, in our view, things are not as safe as we require.

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Elsewhere at Best Buy, our contactless curbside service has been operating for about a month, and in that time we have helped many of you pick up your products within an hour of placing an online order. Many more have had their orders sent to their homes, with most arriving within two days. In both cases, all our precautions are consistent with federal health and safety guidelines and in keeping with our determination to be as safe as we possibly can.

Finally, a great number of people have taken advantage of our ability to troubleshoot and repair their technology remotely, using virtual tools that allow us to help from afar. So many Americans have been trying to create an effective office-like experience in their home or use technology to enable remote learning for their children. No matter the challenge, we can help you. You only have to go to Geek Squad remote support.

Looking ahead, we are planning how we will begin welcoming customers back into a number of our stores across the country. At some point soon, we will invite customers to shop Best Buy in person, in innovative ways that follow strict social distancing practices and use proper protective equipment. Any in-store shopping experience will initially be by appointment only, and we look forward to bringing this experience to some of you soon.

Please know that we remain committed to helping you stay connected to the people and things that matter to you the most. My hope for you and your loved ones is that you remain safe, and that together we see the other side of this crisis soon.

Corie Barry
CEO, Best Buy

Updated March 22 @ 9:30 a.m. CDT

An Update From Best Buy

To Our Customers:

Across the country these past several days, you have come to our stores to buy the technology and household necessities that are so valuable at a time like this. We remain determined to continue to serve you and are announcing today a new way of making our stores accessible while even further enhancing customer and employee safety.

In our stores

Beginning Sunday, March 22, we will offer contactless curbside service at all locations across the country where state or local laws allow. Rather than ask you to come into our stores, any items you order on BestBuy.com or the Best Buy app will be delivered to your car curbside. If, for any reason, you didn’t order the product in advance and the product is in stock in the store, one of our employees will be more than happy to go get it in the store and sell it to you while you remain in your car. This service also extends to returns and exchanges, the period for which has been extended on most products so that you have more time. Only employees will be allowed in the store, but we are determined to serve you as fully as we can. Unfortunately, we are temporarily unable to continue our product trade-in and recycling services.

For those who want to continue shopping with us online or on the app, we will, of course, still get you what you want.

In your home

As you know, Best Buy works in millions of customer homes each year, and we have long been proud of the services we provide. Because of the increased concern for you, your families and our employees, we have made the decision to suspend currently scheduled installations, haul-aways or repairs for large items like refrigerators, freezers, washers, dryers and TVs.

Beginning Monday, March 23, we will no longer deliver these large products into your home and will, instead, offer free doorstep delivery. This means we will take the item as close as we possibly can to the front door of your home without bringing it inside. We know that this change will be inconvenient, and we are truly sorry. It was made with our employees’ and your best interests at heart. If you have an order scheduled for installation in the next 30 days, please expect an email or text from Best Buy about your delivery options.

Employees

Speaking of our employees, everyone working right now is doing so on a voluntary basis, and all hourly employees who volunteer are receiving a temporary pay increase. Additionally, anyone feeling sick is told to stay home, and they will be paid for that time. Finally, anyone exposed to a confirmed case of COVID-19 is also told to stay home, with pay, and we are paying employees who may need to stay home to care for their children.

All of us at Best Buy are grateful that so many states and localities believe we are an essential business, allowing us to continue to serve you when you need it most. We thank you for your patience and loyalty and look forward to continuing to provide you with the technology and home essentials you require to stay connected and work and learn from home. Thank you.