Toronto-based Clutch is expanding its physical footprint with the launch of a new Customer Hub at Bayshore Shopping Centre, marking its first location in Ottawa and second Customer Hub nationally. The opening reflects a broader strategy to complement its digital-first model with selective in-person touchpoints as the company continues to grow across Canada.
The new Ottawa location, situated at 100 Bayshore Drive, will officially open to the public with a grand opening event on April 11, where visitors can stop by for refreshments and learn more about the company’s services.
Blending E-Commerce with In-Person Experience
The Clutch Ottawa Customer Hub is designed to function as a centralized pickup and drop-off point for customers buying or selling vehicles through the company’s online platform. As the company scales, these physical hubs are intended to enhance accessibility while maintaining the efficiency of a fully digital transaction process.
“We’ve seen how impactful a physical space can be in connecting with our customers,” said Dan Park. “Transparency and convenience are core to our business, and giving Canadians the flexibility to engage with us how they want, whether fully online or with in-person support, is important as we continue to grow across Canada.”
At the Bayshore location, customers will be able to complete vehicle handoffs, access support from on-site staff, and receive guidance through the digital buying or selling process. The space also includes dedicated stations where customers can browse inventory and compare vehicles with assistance from Clutch representatives.
Supporting Growth of Canada’s Online Car Retail Market
Founded in 2016, Clutch has positioned itself as a full-service online retailer for pre-owned vehicles, differentiating itself from traditional marketplaces by owning and reconditioning its inventory. Each vehicle undergoes a 210-point inspection process, and purchases are backed by a 10-day money-back guarantee, allowing customers to “test-own” their vehicle after delivery.
The company has experienced significant growth in recent years, driven in part by shifting consumer preferences toward e-commerce and convenience. Clutch reached profitability in 2024 and has raised more than $160 million in funding, reflecting strong investor confidence in its model.
While the platform enables end-to-end online transactions including financing and delivery, the introduction of physical hubs signals a hybrid approach that combines digital efficiency with human interaction. The Clutch Ottawa Customer Hub represents a continuation of this strategy, offering customers optional in-person support without altering the core online experience.
Strategic Location in a Major Ottawa Retail Destination
The choice of Bayshore Shopping Centre underscores the importance of accessibility and visibility in Clutch’s expansion strategy. Located in Ottawa’s west end, the centre is one of the region’s largest retail destinations, drawing millions of visitors annually and serving as a key transit hub.
With more than 180 retailers and a long history dating back to its opening in 1973, Bayshore has evolved into a super-regional shopping centre following a major redevelopment completed in 2016. Its location at the junction of Highways 417 and 416 provides convenient access for residents across Ottawa’s western suburbs, including Nepean and Kanata.
By situating its Customer Hub within a high-traffic retail environment, Clutch is positioning itself to reach a broad audience while reinforcing its brand presence in the market.
