Anonymous

Not helpful after massive fail

We had reserved a car on Sunday with Cazoo around 1 PM, and were advised that we had until 6 PM on Tuesday to purchase the car. Having received an e-mail from Cazoo to confirm our reservation, we rushed to sell our car to meet the deadline. As soon as our car was sold and we had cleared funds to purchase the car we had reserved, which was around 2 PM on Tuesday, we phoned Cazoo to complete our purchase. After a long wait, our call finally got answered, and we were advised that the car had already been sold to someone else. We asked how it could have already been sold, as we had been advised that the car would be held for us until 6 PM. We were then told that the reservation was just for 48 hours, and that it had expired, even though we had been told otherwise by their employees when we reserved the car. Being dissatisfied with the situation, we asked to speak to a manager. Dan, the manager we spoke to, did not offer any resolution for the issue, just saying that the staff had wrongly advised us, and only offered free car paint protection worth £299 as a good will gesture. We saw a similar more expensive car, and asked whether he could do something about the price of the car as a goodwill gesture, but he was not prepared to budge. This is not the way to treat a customer who has been let down through its own errors. The least Cazoo could have done is offer us first refusal on the car before selling it to someone else. Instead they failed to honour their word and did nothing to address the disappointment and inconvenience caused.