<strong><a href="http://cbxblog.com/wp-content/uploads/2010/07/Karen-Smith-blog1-e1278536954548.jpg"><img class="size-full wp-image-1125" title="Karen Smith blog" src="/wp-content/uploads/2010/07/Karen-Smith-blog1-e1278536954548.jpg" alt="" width="40" height="40" /></a> </strong>By Karen S.<strong></strong>

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<a href="http://cbxblog.com/wp-content/uploads/2010/09/Best-Buy-copy.jpg"><img class="size-full wp-image-1349" title="Best Buy copy" src="/wp-content/uploads/2010/09/Best-Buy-copy.jpg" alt="" width="500" height="308" /></a>

I’m not a fan of Best Buy. My opinion has come from years of retail frustration. I find the stores difficult to navigate, the sales people either apathetic or in your face, the product selection for many categories,  so-so, and the checkout process can feel a bit like <em>Waiting for Godot</em>. The store’s only redeeming value to me is its convenient location just two blocks from my apartment, so I find myself in there from time to time, like it or not.

But recently I had an experience there that changed my perspective, and I’m now reconsidering Best Buy.

A couple of months ago, my Dell laptop died (a story for another time), and I started searching for a new computer.  I did my usual e-trolling of <em>Consumer Reports</em>, <em>PC Report</em> and other consumer-reporting sites. By the time I got to CNET, I was able to narrow my selection; That’s when I noticed an option in the corner to purchase at Best Buy. The price was right, but I expected that almost anything I bought would need to be shipped. But to my pleasant surprise, among the shipping options was an offer to pick up my computer in-store. Now, I know this isn’t a new concept, but given that I believed my options would be 1) waiting several days to have a computer delivered; 2) going to Best Buy and dealing with their sales team and the register lines, this was an unexpected bonus.

<a href="http://cbxblog.com/wp-content/uploads/2010/09/Best-Buy2.jpg"><img class="size-full wp-image-1355 alignright" title="Best Buy2" src="/wp-content/uploads/2010/09/Best-Buy2.jpg" alt="" width="114" height="154" /></a> So, a couple of clicks later to confirm that the unit was available at my closest store and complete the financial transaction, I bought a new computer. A few minutes later, I got an e-mail from Best Buy, confirming that my computer was ready for pick up with all my order information. I went in to the store, found the “in-store pick up” counter, showed them my e-mail, received my computer, and was on my way in less than 10 minutes.

So here’s what I took away from all this: I don’t like the Best Buy in-store experience. But the reality is that they do have some of the products and brands that I prefer and because I’m pre-disposed to expecting a bad experience, I perceive that they don’t. However, a simple online experience, combined with a super-convenience in-store pick up, helped change my point of view; and place them squarely in the “friend” category for me.

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