Leaving aside for the moment how good Best Buy is or isn’t - they have a cost structure that is unsustainable because of their tendency to have gigantic stores with huge amounts of floor space which cost money to lease and then the need for huge numbers of sales people to staff those stores. This cost structure is a millstone around their neck when they try to compete against the likes of Amazon. I agree that certain shoppers want that “high touch” experience but they will never succeed unless their stores become *much* smaller - which is not really in their DNA.
Maybe they could rent out half of each store for Obamacare “navigators” ?