Sarah S

Apalling New Car Buying Experience

Probably the worst car buying experience that I've encountered - AVOID!!! • There seems to be an imbalance within the dealership with one salesperson constantly too busy with other customers to provide an acceptable level of service, while other sales colleagues are freely available to answer calls but are not empowered to actually do anything helpful. • Consideration and courtesy for customer’s time is completely absent. Whilst it may be true, when I’m being repeatedly told that a salesperson is too busy with another customer and/or has other commitments that prevent them from returning calls, the message that I hear as a customer is that “Other customers are more important to me than you are. My time and my schedule is more important than yours. You’re at the bottom of my list of priorities”. • The understanding, coordination and communication of the sales process and required paperwork is sorely lacking across the entire sales team that we’ve dealt with. The last week has been farcical with contradictory messages and a last minute panic the day before collection because some documentation was missing – resulting in me being pulled out of a business meeting to attend to things to meet their ‘urgent deadlines’ • Presentation of the new car for collection was lacking in care and attention to detail. The salesperson had to halt the handover to retrieve additional cleaning products to get rid of smears, marks and streaks. • There seems to be an inherent lack of understanding or just an absence of consideration about the impact of poor service on the overall buying experience and the effect it has on customers. • The response to complaints has been totally unsatisfactory. To be offered a few of the contents out of a paint protection kit in an attempt to make up for the poor service is almost an insult.