Craig W

Extremely Poor Customer Experience

Was due to pick up my daughters new car on Friday 30th August 2024 from Motorpoint (London Road, Glasgow). Unfortunately this was not the case which now I am very fortunate that we didn't. I have picked up two cars in the past from Motorpoint with little to no issues. Apart from long waiting times to be seen to. Have given the 1 star rating due to the fact we managed to get to an agreement of sale and agreement of trade in price for my daughters 12 year old car (or so we thought). At the start of the process it was good to be allowed to brows the cars on site with no hassle or interruptions from the sales team. My daughter was excited about picking her new car up with documents received confirming price and trade in price for her car at £900. The issue was the value of her trade in based on an intermittent engine management system light on the dashboard. We had an independent garage look at it and could not reset this light as it kept re-appearing after a few drives later, but were assured this was ok and not a detrimental issue or concern when driving the 12 year old car. My Daughter had been driving it in this condition for over 6 months with no issues. Issue was when the sales executive seen the light he said value dropped to £400. My daughter was in tears and really annoyed. I was certainly not happy to see my daughter suffer and have this poor experience. The Branch Manager talked to us and felt everything was down to how much money he would risk losing at auction when car was valued between £400 - £1200 at auction. He only increased the offer to £550 after noticing how upset my daughter was. Felt customer satisfaction was not ever considered during this whole process and this has resulted it my worst ever experience of buying a car. I was so proud of my daughter to say she would not be taking the car as after administration charges, tax and fees she would only be receiving £160 off the original advertised window price of the car. Further to this, we did notice a large torque movement from the engine when starting which was noisy and did not look right. Was told this was normal for small 1 litre engines such as for a Corsa etc. and it settles down once out of 1st gear. It did drive ok during the test drive so was not too concerned until we turned engine on when we were about to pick it up and noticed less movement as if the engine had been tightened up. This was very strange. I do not usually complete reviews but felt it was important to highlight issues when buying a new car. I would advise making sure agreement is made and a full check is made when valuing your trade in as this was far to subjective and not a very pleasant experience. Also feel Motorpoint should learn from this as not acceptable to be treated in this way. We were not even offered a drink/coffee or greeted nicely when we arrived to pick up my daughters new car. Felt Motorpoint just wanted to make as much money as possible and did not adhere to customer satisfaction standards at any point. I would definitely have serious thoughts about returning to Motorpoint in the future and advise people to be aware of this and ensure full and final agreement of trade in is agreed and clear prior to picking up of your new car. I would also suggest Motorpoint take note and learn from this feedback and have some consideration for the customer as I'm sure if they were in our shoes, they would definitely not be happy with they treatment they would have received. This type of experience will guarantee less customers returning to Motorpoint in future for their next car purchase. Just to finalise that my daughter was so upset that she wanted to look elsewhere for another similar vehicle. We managed to source one on that same day which had 14,000 less miles, a newer model and received just over £1300 more for her trade in vehicle. Daughter now delighted with her new car.