B&Q Launches Innovative Click and Collect Service: A Game Changer for Home Improvement Shopping

Table of Contents

1. Key Highlights
2. Introduction
3. The Launch of Click and Collect: A New Era for B&Q
4. The Mechanics of Click and Collect
5. Expanding Product Offerings: A Marketplace Advantage
6. The Impact on E-commerce Performance
7. Customer Experience: Convenience Meets Flexibility
8. The Role of Third-Party Sellers
9. Future Prospects: Scaling the Service
10. Industry Trends: The Rise of Hybrid Shopping
11. Conclusion: A Strategic Move in a Competitive Landscape
12. FAQ

Key Highlights

• B&Q has introduced a new click and collect service for products ordered from third-party marketplace sellers on diy.com, starting with a pilot program in Fareham.
• Customers can choose from over 2 million products from more than 2,000 third-party sellers, with collection available the day after ordering.
• The marketplace has significantly contributed to B&Q's e-commerce performance, accounting for 45% of sales in Q1 2025/26.

Introduction

As the retail landscape continues to evolve, home improvement giant B&Q is stepping up its game with an innovative click and collect service tailored for products sourced from third-party marketplace sellers. This initiative marks a significant milestone in the UK marketplace, allowing customers to seamlessly transition between online browsing and in-store collection. With the rise of e-commerce and changing consumer habits, B&Q's move reflects a broader trend toward integrating digital convenience with traditional shopping experiences. This article delves into the details of the new service, its implications for both consumers and sellers, and how it positions B&Q in the competitive home improvement sector.

The Launch of Click and Collect: A New Era for B&Q

The click and collect service launched by B&Q is a pioneering effort in the UK marketplace, designed to enhance customer convenience and drive store footfall. Initially piloted at the Fareham store, the service will expand to 300 locations depending on customer reception and operational effectiveness. This strategic move aligns with B&Q's ongoing efforts to integrate online and offline shopping experiences, catering to a consumer base that increasingly starts their shopping journey online.

Virginia Wakefield, B&Q’s ecommerce director, emphasized the importance of this service: “Around 90% of our customers begin their shopping experience on the web, and we’re seeing strong conversion of digital customers into store footfall as a result.” This statistic underscores the growing intersection of e-commerce and physical retail, showcasing how B&Q is capitalizing on digital trends to foster in-store traffic.

The Mechanics of Click and Collect

The mechanics of the new service are straightforward yet effective. Customers browsing on diy.com can now opt for click and collect on selected products from third-party sellers. After completing their purchase, they have the option to choose their preferred B&Q location for pickup. Once the order is ready, customers receive a notification, allowing them to collect their items at their convenience.

This new service not only provides customers with additional flexibility but also enhances the shopping experience by reducing delivery times. The ability to collect items the day after ordering is a significant advantage for those who need products urgently for home improvement projects. This approach reflects a growing consumer preference for immediacy and convenience in online shopping.

Expanding Product Offerings: A Marketplace Advantage

B&Q's marketplace is a robust platform that hosts over 2 million home improvement and garden products from more than 2,000 third-party sellers. This extensive selection provides B&Q customers with a diverse range of options, catering to varying tastes and needs. By facilitating a click and collect service, B&Q not only enhances customer satisfaction but also empowers third-party sellers by offering them greater visibility and access to a broader customer base.

The marketplace has proven to be a lucrative segment for B&Q, accounting for 45% of its e-commerce sales in the first quarter of the 2025/26 fiscal year. This growth is indicative of changing shopping habits, where consumers increasingly turn to online platforms for their home improvement needs. The introduction of click and collect is expected to further drive marketplace sales, as customers are more likely to purchase when they know they can quickly access their orders.

The Impact on E-commerce Performance

B&Q's e-commerce performance has seen a notable uptick, with online sales increasing by 17% year-on-year across the 2024/25 fiscal year. This growth has solidified e-commerce as a critical component of B&Q’s overall sales strategy, which now represents 15% of the company's total revenue. The click and collect service is poised to enhance these figures further, allowing B&Q to capitalize on the growing trend of hybrid shopping behaviors.

By integrating online shopping with in-store experiences, B&Q is not only improving customer satisfaction but also optimizing inventory management and reducing delivery costs. This strategic approach positions B&Q as a leader in the home improvement sector, setting a benchmark for competitors in the industry.

Customer Experience: Convenience Meets Flexibility

The new click and collect service is designed to enhance the overall customer experience by providing greater flexibility. Customers can enjoy the convenience of online shopping while still having the option to physically inspect their products before taking them home. This hybrid model addresses a common concern among consumers who may hesitate to purchase items online without firsthand experience.

Moreover, the ability to return products purchased from third-party sellers at B&Q stores adds another layer of convenience for customers. This existing return-to-store service complements the new click and collect offering, making it easier for customers to manage their purchases and returns in one location.

The Role of Third-Party Sellers

The introduction of click and collect is also a significant development for third-party sellers on the B&Q platform. By offering this service, B&Q enables these sellers to tap into a larger customer base that prefers in-store pickup options. This not only enhances the sellers’ reach but also provides them with the opportunity to compete more effectively in a crowded market.

With the marketplace accounting for a substantial portion of B&Q's e-commerce sales, third-party sellers are essential to the company’s growth strategy. Offering a seamless click and collect experience allows sellers to differentiate themselves and attract more customers who value quick access to their purchases.

Future Prospects: Scaling the Service

As B&Q evaluates the success of the click and collect pilot in Fareham, the company is poised to scale the service based on customer feedback and operational efficiency. The phased rollout to an additional 300 stores will allow B&Q to gather valuable insights into customer preferences and operational challenges, which can inform future enhancements to the service.

The ability to adapt and scale such services is crucial in a rapidly changing retail environment. B&Q's commitment to innovation and customer satisfaction will play a vital role in determining the long-term success of the click and collect initiative.

Industry Trends: The Rise of Hybrid Shopping

The launch of B&Q's click and collect service aligns with broader industry trends toward hybrid shopping models. As consumers become more accustomed to online shopping, retailers are responding by integrating various fulfillment methods that cater to different preferences. The rise of click and collect services across various sectors indicates a shift in how consumers approach purchasing decisions.

Retailers who can effectively blend online and offline experiences are likely to gain a competitive edge. B&Q’s initiative is a testament to this trend, highlighting the need for retailers to remain agile and responsive to changing consumer behaviors.

Conclusion: A Strategic Move in a Competitive Landscape

B&Q's introduction of the click and collect service represents a strategic move designed to enhance customer convenience and drive sales growth in a competitive market. By integrating the online shopping experience with in-store collection, B&Q is not only improving customer satisfaction but also positioning itself as a leader in the home improvement sector.

As the retail environment continues to evolve, B&Q’s focus on innovation and customer-centric solutions will be crucial in maintaining its competitive edge. The success of the click and collect service may very well set the stage for future initiatives aimed at further enhancing the shopping experience for customers.

FAQ

What is the click and collect service offered by B&Q?
The click and collect service allows customers to order products from third-party sellers on diy.com and collect them from their local B&Q store the day after ordering.

How does the service improve the shopping experience?
This service enhances convenience by reducing delivery wait times and enabling customers to pick up their orders at their preferred location.

Where can I use the click and collect service?
Initially launched as a pilot at the Fareham store, the service will expand to 300 B&Q locations across the UK.

How does the click and collect service benefit third-party sellers?
Third-party sellers gain access to a larger customer base and can offer more flexible delivery options, improving their competitiveness in the market.

What percentage of B&Q’s e-commerce sales comes from the marketplace?
The marketplace accounted for 45% of B&Q's e-commerce sales in the first quarter of the 2025/26 fiscal year.