I have bought TVs, computers, home theaters, car sterios and various other items from Best Buy, without concern. I have returned a 2000 dollar TV for full credit and never recieved any flack from any of it. I even bought the computer I'm typing this on there, with the best customer service we've ever had anywhere, especially at Wal-Mart. The only thing better is Best Buy online.  http://www.foreverpa​tiofurniture.com

I have had numerous bad experiences with Best Buy.  I think the online discount retailers are a better bet.
But I also hope Best Buy doesn't close.  I like having their showroom close by so I can check out the things I am not going to buy from them before I go elsewhere.
15% restocking fee............BAH!
Dumb sales personnel who think they know it all (but clearly don't),  double BAH!

Last summer I went in to Best Buy to buy a computer - they kept me for 4 hours. The sales people double-teamed me; the noise was so loud in there; and I ended out buying services for my computer I didn't need. I got my money back the following week. They pushed me into running my credit;if they had only played fair I would have bought two computers and a couple of TV's. They were horrible!!! Then my hard drive crashed in Nov. I went to them and they told me some cock and bull story about how they had to send it away to a high priced machine to have the 'virus' removed and it would cost $130 up front. This was infront of my grandson who is 16 and savvy. We went home and I called Toshiba - which I never thought to do but Best Buy never suggested either. They sent a postage paid box and took care of the whole thing. If it had been a virus - it can be removed over the phone by Toshiba. I hate Best Buy and their sales and customer service are horrible!!!!! That's why they are losing!!!!

Best Buy sucks.  The first time I walked into the store I was impressed at the size and selection but it wasn't long before I was turned off by the lack of attention.  When I go into a store like that, I expect at some point a sales guy is going to walk up and ask if he/she can help.  I went back a few years later, only because my favorite store (Circuit City) had just closed it's doors.  I needed new wiring for my HD setup.  Best Buy wanted over $500 for the wiring and the same wiring online was well under $100.  I buy almost everything online now, mostly because I don't feel like I have a good choice (BB is not a choice IMO).  This year I decided to get a new TV for the bedroom.  I decided to use BB so I could see what I was going to be buying online.  While in the store this year, DirectTv was there and I've been having issues with cable so I decided to give them a shot.  One of the incentives they were offering was if you bought a TV for $500 or more you'd get a $200 BB card back.   So I started shopping.  I found a good Panasonic on Amazon for $549, BB wanted $779 for it.  I called and asked if they would price match, they said they don't price match Amazon.  Amazon was the middle man for B&H video in NY on this TV so I went to their site and printed the screen.  I took the ad in, and low and behold, it's not one of the stores they price match (there are many fine printed items in the so called price match...mostly like how they're never going to price match any really good deals).  I wanted the TV so I decided to forgo the Giftcard at BB and buy the TV from B&H.  I paid $549 - no tax and free shipping.   A couple weeks later, Sears.com had the same Panasonic TV for $549.   I decided I would buy another one for the other bedroom and try and get the GC from BB.  I went into one BB and after waiting to get help for 30 minutes, they informed me they were out of stock and didn't know when (or if) they could order more.  I decided to try my luck at another BB.  This time I went straight to a TV salesman and told him what I wanted and showed him the ad.  He checked stock and it was in.  He said it should be no problem but I had to go to the Customer Service desk and get the price match.  I waited in line for 10 minutes, then waited for the girl to call Sears and talk to the manager.  After 45-60 minutes they informed me that they couldn't do the price match because it was Sears.com and the price was just too good for them to match.  I gave the paperwork to my wife and sent her on one last trip.  Somehow she was able to get them to price match in very short order.  We got the TV from BB for $549 and I got the $200 Gift card in the mail last week.  After I spend the $200 at BB, it will be highly unlikely that they'll ever see another one of my hard earned dollars.

Best Buy is going to need to do more than just lower it's prices. They need to keep their sales people well trained in what they are selling. I want the sales person to tell me what do I get for the $100.00 more I spend on TV a over tv b. If they can't answer that simple question in a clear and respectful manner I will not shop there. I will go on the internet and read professional reviews. And that's an idea. Why not print out some of the reviews from the internet and have them there in the store for customers to read. If you are going to keep the physical building you have to offer more than ordering over the internet. Educated sales people with additional information about the items would be a big help.

Think outside the box.  Hire young, hip, attractive salespersons, TEACH THEM HOW TO SELL AND CLOSE, and encourage them to dress salaciously.  SEX SELLS, even to your old fogey customers like me.

How about letting your employees negotiate prices.  I used to shop at best buy and most recently I went in to see if Best Buy would price match Amazon for a $560 shelf system and they told me they dont price match. 

 

So I walked out and bought it from Amazon.  Saved over $100 off retail price.

 

Sure you may have made $100 less than 100% markup (msrp), but you would have sold an item.  Last week I was in there and the same unit is still there and they still have 2 in stock. 

 

Now I refer to the company as BAD BUY.  Since Circuit City went out the prices have gone up and the sales discounts have moved from items a lot of people buy to the crap they can't rid of that nobody wanted to begin with. 

 

Unless they do something major this company is in its decline of the life cycle.