Sarah R

Shocking service

Reserved a car online, drive from Cornwall to Bristol to pick it up on a Friday, took for a test drive and there was something wrong with it, they said they would have it delivered as I live so far away, told me they would get it in to be looked at, told I would get an update, called me on Tuesday to say they would get it in the shop Wednesday and that I would receive a call on weds with an update (never called) thurs comes and I try to call them 15 times! Nobody answers and no way to leave a message, called the main customer service number got it escalated, was contacted by a guy who told me there was nothing wrong with the car! I challenged this and he investigated himself, low and behold there was an issue, so back into the workshop on Friday! Now a week since I PAID for the car! Got a call on Friday to say “we found the fault” but we can’t fix it now till next Thursday and will look to deliver on Friday! 2 weeks after I PAID! Told them it wasn’t acceptable and that they need to sort their customer service out as it was poor. Was told a manager would call me back on Friday (never called) called the main customer service number again on Saturday, got it escalated was supposed to receive a call back by a manager today (didn’t happen) finally someone calls me from the Bristol store with another load of bull now saying they can deliver on Saturday!! You’re actually me! I did not accept this, was told they would see when they can deliver and call me back, you guessed it (I’m still waiting!!) oh and if all that wasn’t bad enough I got over charged by £99.00 and I’m still waiting for my refund over 10 days later!! They don’t respond to emails, don’t answer the phone, don’t keep you informed and basically treat you like you’re an inconvenience, purchased the GuardX from them and at this point I’m not holding my breath that it’s done, I wouldn’t trust them to wash my dog, since last Tuesday I have tried to contact someone there over 40 times, don’t waste your time or money. Clearly never had training on “managing a customer’s expectations” I don’t think that keeping your customers informed of what’s happening is too much to ask! Would love to tell them where to shove the car at this point but how long would I have to wait for my almost £6500.00 deposit considering I’m still waiting for a £99.00 refund from Jan 28th! Absolutely the worst place I have ever bought a car from, would never use again nor would I recommend, absolutely fuming!