Dive Brief:
- Best Buy customers can now schedule deliveries of small products up to seven days in advance, CEO Corie Barry said on a Nov. 26 earnings call.
- The capability is currently live in several U.S. markets — including Minneapolis, Chicago, Houston and Atlanta — with a broader rollout slated for next year, Best Buy told Supply Chain Dive in an email. Shoppers in eligible locations can select a two-hour delivery window for their order.
- Best Buy said it uses “a few different gig carriers” for scheduled parcel delivery but didn’t specify particular companies.
Dive Insight:
The scheduling option for products less than 50 pounds provides customers with increased convenience, confidence and control when placing an order, according to Barry. It's one of several ways Best Buy has been pushing to strengthen the customer delivery experience.
The electronics retailer announced in August a live tracking feature for in-home delivery and installation of large items like big-screen TVs and refrigerators, for which Best Buy already provides scheduled delivery. The capability gives customers to-the-minute tracking details, including a real-time view of where drivers are during their route. Barry said the capability's "feedback has been overwhelmingly positive" from shoppers.
"Not only is this a great experience for customers, it is already starting to lower cost by reducing calls to our customer service teams," Barry said.
Additionally, Best Buy rolled out a generative AI-powered virtual assistant earlier this year that can help customers make changes to order delivery and scheduling, among other support capabilities. Late last year, it partnered with DoorDash for on-demand delivery of various consumer electronics.
