Anonymous

Awful Experience – Avoid BIG

I’d heard a lot of negative things about BIG over the years and even had a bad experience with them in the past, but gave them another chance because they had the exact car I’d been searching for. To be fair, the initial sales process was great. The salesperson was genuine, helpful, and answered all my questions. That convinced me to pay a deposit on a Saturday, with the promise that the car would be ready within two days after a quick polish. That’s where the good experience ended. I never received the promised update on Monday. I chased on Tuesday and was told there was no ETA and someone would call me back—no one ever did. Over the next 12 days, I called multiple times and was always told the person I needed was unavailable. No one followed up. I finally went to the showroom in person. A manager apologised and promised I’d have the car the following Wednesday, and said he’d confirm everything in an email. That email never came either, despite me chasing again and again. Only after threatening to cancel and demand a full refund did someone finally call me to say the car was ready. Even then, when I arrived to collect it, the process took an hour and a half—not the “quick handover” they promised. To top it all off, the floor mats I was told would be included were missing. When I emailed to follow up, I was told they wouldn’t be provided or reimbursed—despite what I was told at the point of sale. The whole process was a complete shambles. Once my deposit was paid, I felt like I was no longer a priority. Communication was appalling, promises were constantly broken, and I had to chase every single step. I’ve bought many cars over the years and never experienced anything like this. It completely reinforces every bad stereotype about used car dealerships. I’ll never buy from BIG again and will be warning friends and family to avoid them too.