• 4 million customers view diy.com each week• 71% of customers research online before

buying in store• 55% of online traffic is by a mobile or tablet

How does it work?

For UK customers where Click & Collect is already in operation, the process is as follows.

• Customer browses website diy.com and chooses product(s) they want.

• Customer pays for product(s) online and selects the nearest B&Q store which they would like to collect their items from.

• An email is sent to customer confirming that item will be ready for collection the next day from 12.00pm onwards.

• Customer collects their purchase from the Click & Collect point in the store and presents their order confirmation as proof of purchase.

How would it work in the Channel Islands?

• Customer browses website diy.com and chooses product(s) they want.• Customer pays for product(s) online and selects the nearest B&Q store (e.g

B&Q Guernsey) which they would like to collect their items from.• An email is sent to customer confirming that item will be ready for

collection:– i) if the item is in stock in the Guernsey store, it can be collected in

store from 12pm onwards the next day;– ii) if the item is not a stocked item in the Guernsey store, it will be sent

to the store for collection within 48 hours.• Customer collects their purchase from the Click & Collect point in store

and presents their order confirmation as proof of purchase.

• ‘Click & Collect’ gives the customer the ability to search and purchase their items from the comfort of their homes or mobiles.

• More ranges available online, e.g taps and doors, our online range is much bigger than our in-store selection.

• The added convenience of customer being able to purchase outside the stores usual opening hours.

Customer feedback

• Local interest in Click & Collect is high.• Many have asked when it will become available in the

Channel Islands.• Customers are searching online at diy.com before coming into

store, and also whilst browsing in-store they are looking at diy.com for product reviews and product ranges.

• Earn rewards every time you shop to get personalised money off vouchers to spend on future purchases.

• Electronic receipts sent by email for all in-store transactions, so you never need to worry about losing a paper receipt again!

• Regular email communications keeping you up to date with news from your local B&Q store, store offers, and help and advice tailored to your product purchases.

• Download the B&Q app to digitally view your Club Membership details and access all the latest offers, watch help and advice videos, scan products.

The new B&Q Club

Questions?