Best Buy is rolling out some big changes only in Charlotte. Here’s how to check it out

Just in time for the biggest shopping season of the year, Best Buy customers in the Charlotte region will be the first in the country to test store remodels and new shopping experiences starting Monday, the company confirmed exclusively for the Observer.

The Minnesota-based electronic retailer’s pilot program includes opening its first-of-its-kind outlet, its first auto installation garage and its first “experiental” hub, while also adding more warehouse space for online orders and expanding tech repair and support.

There are 10 Best Buy stores in the Charlotte area.

“We’re testing a handful of store prototypes within the Charlotte area with the goal of providing our customers with different shopping experiences — all within the same market,” Best Buy spokesman Kevin Flanagan said.

The Charlotte stores hadn’t seen any changes in over a decade and as the customer base kept growing, people may not have had the chance to experience the “best of Best Buy,” said Damien Harmon, Best Buy executive vice president.

He oversees all of Best Buy’s stores, Geek Squad, and services, as well as leading the work around enhancing customer experience offerings in stores, online and in customers’ homes.

“It’s the perfect opportunity in a growing area,” Harmon said. “The pandemic accelerated our willingness to test our stores in a geography like this.”

During the company’s last earnings call in August, Best Buy shared its plan to test a network of store and fulfillment options for a seamless shopping experience.

The company reported better than expected second quarter results, with Best Buy CEO Corie Barry citing an increase in the need for constant technology innovation because of hybrid work and streaming. “We are providing solutions that help them work, learn, entertain, cook and connect at home,” she said.

Changes at Charlotte Best Buy stores

While all of the 10 Charlotte-area Best Buy stores will see product and fulfillment changes, two stores are leaving the traditional store format, according to the company. It’s unclear when the changes might roll out elsewhere in the country. “We’re still in the early phases of evaluating (and) learning, Flanagan said.

Here are highlights of the pilot program at the local Best Buy stores:

▪ The Pineville store will become Best Buy’s first outlet store and its first “Autotech Megahub” that includes a garage to install new speakers, radios and remote start systems done by certified autotech experts.

The Centrum Parkway store is the only location for customers to shop clearance and refurbished items at a discount, including televisions, computers and appliances, according to Best Buy.

The store also will be a hub for repairs throughout Charlotte to fix a cracked phone screen, a broken washing machine or other items.

▪ The newly renovated Charlotte-North Lake store will be a “hub of experiences,” where customers can learn more about each product brand. “Customers can experience what we sell all in one location,” Harmon said.

The 35,000-square-foot store will be the hub of immersive experiences for audio, home theater and appliances, as well as fitness equipment. The store will showcase all of the brands Best Buy sells, from Apple and Samsung to Oculus and Lego, letting customers see how everything works and learn how to use it.

“What we want to do is create an immersive experience so when you walk in you feel like you’re going to get all of the best technology to be able to support you, you understand how to use it when you walk out,” Harmon said.

Need more help? Best Buy will even send a consultant designer home to help.

▪ Some store sales floors have been reduced from 45,000 square feet to 35,000 square feet or even 15,000 square feet to provide for more storage space for fulfillment orders to speed up delivery.

For example, the Gastonia store includes a new customer fulfillment center, and an expanded warehouse section with new technology to fulfill online orders faster for local shoppers.

Harmon said customers won’t necessarily notice the smaller floor space because of its fresh look that’s easier to navigate.

▪ All locations also have added pick-up lockers with 24/7 access.

▪ Expect to see more product offerings. For example stores in Concord Mills and Hickory have expanded home theater, appliances and computing sections, as well as new “experiences” from Apple, Microsoft, Google, Samsung, Sony and LG.

Best Buy has more than 1,000 stores and about 100,000 employees in the U.S. and Canada, according to the company website. Best Buy has about 1,500 full- and part-time employees in the Charlotte area.

This story was originally published November 22, 2021 at 6:30 AM.