Anonymous

Failed car collection

The initial part of the journey was good even though we had found similar cars elsewhere online cheaper, but this was the exact car we were looking for. We were advised to come and collect the car over having it delivered to “receive a better experience”. At the time of this agreement we were told that everything (the servicing, camera etc.) would be carried out by Audi. 2 days prior to our agreed collection date we received an email stating this work wouldn’t be carried out by Audi but someone local to yourselves, as this was cheaper. On the evening of Friday 20th October, we received a phone call saying we needed to make payment of the car minus the part exchange value immediately. By this time we had travelled 6.5 hours to get here. Once we arrived at the hotel we transferred majority of the payment and the rest first thing Saturday morning (due to being capped by our bank). On arrival at Marshalls dealership, we were sat us down and gave us the bad news that none of our payments had cleared into Marshalls accounts. But the payments had left my account and we had proof of this. We were told that until payments are cleared we wouldn’t be able to take the car. As you can expect after travelling 6.5 hours for our new car to come back home without it felt so disappointing and a complete waste of our time. Worst thing is we had the funds ready and could have sent the payments way before collection but due to your branches lack of organisation and management skills this failed. We tried to come to an agreement within the branch, however we were immediately turned down. Marshalls offered to drive it down to us, but we were not happy for them to this because we noticed a stone chip on one of its journeys as this was not visible on the videos received and we were told it was completely unmarked. At no point did the sales manager come out to have a conversation with us or apologise. This is normal standard practice in a branch. In conclusion, we loved the car but feel extremely let down by Marshalls Scunthorpe.