Mark C

Poor Customer Experience on Collection

Last Saturday I visited Available Car at Castle Donnington and purchased a car which I was to collect this evening. I was was given an appointment time for collection of no later than 5pm. I arrived at just prior to 5pm and was asked to wait for someone to complete the sale with me. At 5:35pm Greg came to me and we went to look at the car. I noted that there was still polish swirls on the body and polish dust over the roof and bonnet. Where coating had been applied to the black plastic this had runs and drips and looked shocking. Greg said he would get someone to attend while we did the paperwork. While doing the paperwork I was informed that they had lost the 2nd key for the car and hence would have to order one and then arrange how they would get it to me. We then went back to the car and Greggs colleague had concluded the car needed to be refinished in the valeting shop. There was then a discussion about when and Greg came back with another colleague who advised he could get a duster or I could leave the car. I chose to leave the car and let them finish the job. I arranged for someone to drive and collect me. The staff are polite and professional but the customer experience I have had is poor. I have paid £13000 for a car that I was going to collect tonight, it wasn't finished properly and 1 key is missing. There was no offer of help to get home and when I suggested that as a gesture they could fill the tank up the answer was no. They did offer a free coffee from the vending machine!! The only offer was to finish the job properly which is what I have paid for in the first place! Tomorrow I need to get myself back to collect my car at my expense. I am very disappointed with the experience and the fact that while they have acknowledge that the car is not right, the inconvenience I have suffered is not acknowledged.