Annabel

Worst service and no holding refund!

I have honestly never had such a bad customer service. I went in looking for a second hand mini as my car was no longer ulez compliant. I visited the Mini Brentford site with my mum as it’s close to my house. The salesperson I dealt with was called Ash Bhamra and he was from the beginning condescending and ultimately turned out to be a complete liar. He showed us a car (on the website) which seemed to tick all the boxes I was looking for. There was no image but he showed us an example car on google so we could see the colour better. He showed a very dark blue car and described it as such. I placed a £500 holding fee until he brought the car in. When we saw it in real life it was a really bright blue and completely not alike to the car he had showed online (in real life it had race white stripes, white wing mirrors and white roof). When I showed hesitation he said there weren’t any other cars available that matched what I was looking for. The next morning I went onto the website and immediately found other options that completely matched what I was looking for and were cheaper! I emailed asking for my money back on the 30th September and it has officially been over 3 weeks and I still haven’t got my money back. When I first called on the 4th October the receptionist said he had left the office because of an emergency but that the refund had been actioned so I sent an email to clarify and Ash at first replied saying the receptionist must have been confused by someone else called Annabel? So the refund hadn’t actually been actioned as I had asked and instead he said that he had another car to show me (which he soon after said had become unavailable), On the phone he suggested another car but it still wasn’t suitable so I again asked for my money back and he asked for me to said a copy of the receipt which I did and said he would action the refund. On the 8th I emailed again to ask for the refund as the money had still not been returned to me. On the 8th he emailed saying the refund had been processed Tuesday morning and the money would be in my account by mid-week. I waited and still no money had been refunded. On the 12th October I emailed again and he said there was an issue with the refund and that it had been rejected and asked me to send a a photo of my bank card which I did. It is now 22nd October and I still haven’t received a refund and when I tried to call today I got through to him he said he would put me on hold while he spoke to Accounts. I was on hold for 20 minutes. I was fed up of being on hold as I was a at work so I hung up and called through again and the receptionist said he magically was away from his desk…. I then spoke to a woman called Gina who said she had now sent an email to the director….and that she would call me back. Surprise surprise I have not been called back. It has been over 3 weeks of me chasing and no refund! And by the way I did end up getting another Mini from another dealership which was very easy and no issues! And cheaper! I will never go to Brentford Mini again. I ended up getting my new car outside London and even though I had to travel a bit farther it was the best decision I made.