Customer Service

Best Buy debuts live tracking feature for those big product purchases

Photo: Courtesy of Best Buy

August 15, 2024

Best Buy is launching a live tracking feature for large product orders.

The digital feature, which taps AI, lets customers track deliveries and installations of large items like big screen TVs, refrigerators, washers, dryers and more. Customers will have to-the-minute tracking details on the progress of their order, including a real time map view of where their driver is along their route, according to a press release.

Earlier this week Best Buy was deemed one of two top sites where consumers flock to buy electronics.The tracking feature aligns with some recent Best Buy customer support services to provider easier access to information. The electronics retailer is using data, such as predicted demand and retal-time traffic patterns, to cut delivery lead times and optimize routes.

"Our new live delivery tracking experience removes the frustration so many of us have felt when we're given a window of time to wait around at home for an appointment or a larger delivery to arrive," Brian Tilzer, chief data, analytics and technology officer at Best Buy, said in the release. "We know our customer's time is extremely valuable and we're proud to bring a level of convenience to technology delivery and installation that nobody is currently providing."

On the morning of delivery, Best Buy will send an email or text reminder, letting the customer know arrival time within a four-hour window later that day and a "Track our Progress" button which takes you to our live delivery tracking map experience for your order.

The map can zoom in to street view and show more specific details on the location of the driver, the route and a live ETA of their arrival down to the minute.