Mr L

Terrible terrible customer service!

Awful customer service! Wish i hadn’t purchased the car but they wouldn’t provide my deposit back to me! Purchased the vehicle on Thursday with Leonard who after passing us the online agreement to sign, left to speak to another family and didn’t even come back to thank us or shake our hand. We agreed for collection on the Friday. They said they would text confirming that the vehicle is ready before heading in. On the Friday i had a few further questions i wanted answered before committing so i called in at 11.40 and was promised a call back. No one called back. So I called in a few hours later at 1.28 and was promised a call back that day. No one called. At this point i decided if the customer service is this low when i am trying to purchase a new car i don’t want to purchase from them and so i emailed in. Florian replied with no apology for the customer service i had received and just told me they don’t offer refunds on deposits. We communicated over several emails and he never apologised. We also received a text on the Friday saying not to come in as the vehicle is not ready. The Saturday i headed in as i hadn’t heard back from them and they were holding my deposit money, i was told by leonard he would be over in 5 minutes, half an hour later - nothing. I complained to other staff and reception. He then said again he would be over in a couple of minutes. Finally after 50 minutes someone helped us. I asked a member of staff about the poor customer service and he informed me that too many members of staff are leaving, and so customers are left waiting. A gentleman named Scott, was the only positive from the Wimbledon branch. He then helped us get someone from finance to finalise the order and helped us with collection. Excellent customer service from Scott as no one else was willing to help us. After the text told us not to come in, on the Saturday we were asked why we didn’t come in Friday as agreed. Despite the car not even being washed, a text telling us not to and the fact we had called twice and not received a call back. Saturday we were there for a total of 6 hours to complete a vehicle collection! Customers are just left waiting around at this garage. Really advise avoiding this place. They are still yet to clear my settlement on the vehicle i part exchanged. I received basically an empty tank with no fuel. No boot cover in the back. Issues with the windscreen wipers. No battery left in one of the keys. At this point the customer service was so bad we are rectifying most of the issues ourselves as i’m sure the hassle I would have to go through for this garage to sort something is not worth it.