Our Customers

Driving What’s Possible for Our Customers

CarMax was founded more than 25 years ago to revolutionize car buying, taking it from a dreaded, stressful experience full of distrust to a high-integrity, transparent, no-haggle experience customers deserve. CarMax fundamentally changed the way people buy and sell cars and has become the nation’s largest retailer of used cars with more than 200 stores nationwide. But we aren’t done yet.

Today, CarMax continues to innovate to empower customers to buy a car on their terms, whether completely from home, in-store, or a seamless combination of both. We are transitioning into an omni-channel retailer and continue to advance our purpose by offering our hallmark high-integrity, exceptional customer experience online as well as in-store.

“We are at the forefront of reimagining new possibilities to evolve and deliver the unmatched customer experience of the future,” said Bill Nash, CarMax CEO. “We have a bold vision to deliver an iconic experience everywhere, every time.”

Our Culture and Values

At CarMax, we have taken retail’s best practices and applied them to a business long held to be dubious in reputation. Our values include doing the right thing, putting people first, winning together and going for greatness. These values are our foundation, and through them, we seek to treat everyone—customers, associates, suppliers, and investors—with the same levels of trustworthiness and ethical consideration.

All CarMax associates complete Culture of Integrity training upon starting work, thus setting expectations to always “do the right thing.” What emerges is a unique culture that empowers and inspires associates to strive for ethical excellence at CarMax.

To find out more about our commitment to “competitive excellence through lawful and ethical conduct,” see our Code of Business Conduct and our Board Governance Documents.

Our Commitment to Diversity

We recognize the value that diversity contributes to our organization and the competitive advantage we can maintain by having a broad range of talents, perspectives, and ideas with a commitment to continuously improving our business.

We ensure every associate, applicant, customer, vendor, and shareholder is treated equitably, and we respect the attributes they offer. Examples of such attributes may include age, race, color, gender, disability, sexual orientation, religious affiliation, gender identity, national origin, marital status, and citizenship. Furthermore, we acknowledge the values and needs of a richly diverse customer base, and support the communities where our Associates live and where we do business.

Supplier Diversity

At CarMax, commitment to diversity is a cornerstone of our values. It’s also critically important for our business. We respect our suppliers for the products, services, and fresh ideas they contribute in order to help us operate more effectively.

We welcome any organization, including those owned by minorities, women, veterans, and members of the LGBTQ community, to contact us with information about their products, services, or proposals. If you’re a supplier who would like to submit information for consideration, please complete the Supplier Inquiry form on our Contact Us page by clicking here.

Recognition for Our Customer Commitment

Our focus on respect and integrity in dealing with associates and customers alike is made clear by our customers’ satisfaction, with 95% of purchasers saying they would recommend us to a friend.

More evidence of our commitment and success is demonstrated by numerous awards, including local reader-voted “Best of” awards in many of our markets and being named a “Customer Service Department of the Year, Gold Stevie Winner,” 2017.

Now is a great time to find out more About CarMax!