CarMax Shifts Into eCommerce

National used car retailer CarMax has announced the launch of a new omnichannel buying experience that will be made available first in Atlanta, Georgia.

Customers can choose to purchase a car completely from home, in-store, or through an integrated combination of online and in-store experiences. The company is also launching a new express pickup option, which allows customers to do most of the process online and complete their purchase in store in as little as 30 minutes.

“We’re delivering on an unmet customer need for a car buying experience that is flexible, convenient, and fully personalized, with the ability for customers to get help when and how they want,” Bill Nash, CarMax president and CEO, said in a press release. “The Atlanta launch is only the beginning. We plan to continuously improve the new omnichannel offering and scale nationwide. We anticipate having this new buying experience available to the majority of our customers by February 2020.”

CarMax is the nation’s largest retailer of used cars and operates nearly 200 stores in 41 states. The company offers the largest selection of used cars in the country, with more than 55,000 vehicles available to view online, including more than 6,000 vehicles available to Atlanta customers for free transfer.

Atlanta-based customers of CarMax’s new omni-channel offering will be offered such perks as completing the entire car buying process from home, including financing, appraisal and paperwork; choosing to have their vehicle delivered directly to home or work, and test drive before buying; completing most of the process online in as little as 30 minutes; receiving assistance from experienced CarMax consultants, both in-person and via phone, text or email; holding a car online for seven days, as well as requesting a transfer from another location; and returning the vehicle for up to seven days for a full refund if they are not satisfied with their purchase.

The company added that there are plans to expand the service nationwide in the future.



The September 2020 Leveraging The Digital Banking Shift Study, PYMNTS examines consumers’ growing use of online and mobile tools to open and manage accounts as well as the factors that are paramount in building and maintaining trust in the current economic environment. The report is based on a survey of nearly 2,200 account-holding U.S. consumers.