Adam R

Absolutely Awful

1 star is far too kind! Fairly major incompetence at every stage of the process! Car was bought online , told it would be delivered on a Wednesday to be told Wednesday afternoon that it was actually Thursday, managed to get a day unpaid leave for Thursday - no delivery. Car eventually arrived Friday morning. Poor communication from sales and handover, it was always myself chasing up. Car arrived and was instantly rejected: No Service history present (agreed it would be), Clutch slipping quite badly, broken headlight (completely missed on the MOT test that had supposedly been carried out the week before), a grinding / squeal noise from the rear of the car. It was also very obvious that the car had been repainted very badly with overspray everywhere (leads you to think it may have been in an accident?) the locking wheel bolts and carpets had been removed despite the salesman stating they are there (they were in the photos advertised!) There was also a "checklist" that arrived with the car, one item was GDPR related - remove previous owners information from sat nav etc, this had not been done but the box ticked. The list also stated that a valet had not been carried out and it was an agreed exception - not sure who agreed this but it was not me. There were also a few broken bits of interior trim and a very bad aroma of smoke inside. Took around 3 weeks for the car to be collected then the V5 didn't arrive so had to wait further weeks for that. Approx 8 weeks from the car being rejected to getting a refund. When the refund did eventually arrive it was missing the "holding fee" that was paid to secure the car. This was specifically agreed to be refunded but again, up to myself to chase and sort out. Very obvious failings in the organisational structure and basic communication. I estimate throughout the transaction I have phoned them around 60+ times and they have called me 3 or 4, always being promised that the "manager" will call you back. Having been in touch with customer service the short story is you get a "sorry" over email. No compensation or offer to try and make up for wasted annual and unpaid leave and 8 weeks with no car whilst they hold your money. Not even an offer to pay the road tax you are out of pocket for, for a car you don't want or own! That said, particular shout out to Lia in handover and Sharon in Customer service - the only ones to actually take some ownership and responsibility of the issue and try to rectify. To summarise - avoid at all costs.