Before 2020, there was a big focus on Geek Squad membership sales (Total Tech Support) as they saw the $200 yearly subscription as almost free money. They were paying the Geek Squad anyways, and there was no material cost to us providing service, so that increased both customer loyalty and revenue. It’s a great service model, until one of two things happens: 1) you’ve sold the service to almost everyone who can utilize it, or 2) a global pandemic breaks loose.
As it turns out, both of those happened around the same time. (This is not based on any internal numbers, just anecdotal experience when it became increasingly harder to sell TTS as most people either had it already or didn’t need it.)
In 2020, there was a corporate shift to focus on the Best Buy website, which really felt like the nail in the coffin to the store.
My old store is a ghost town now. Horribly understaffed. I took my mom there to buy a Macbook and we were all but standing with $1.5k clenched in our fists and nobody came out to take it: not because the employees are lazy, but because there were no employees.
Every passing year that Best Buy hasn’t been liquidated is a surprise and achievement.