Richard A

Awful, avoid like the plague

Had an appointment to sell our car at Brettle Lane, Stourbridge. There was no one greeting customers as they arrived but I did find a helpful chap who tried to find someone to help us. Everyone was apparently busy despite the fact we had an appointment which your HQ had checked we would be attending. He parked us in your waiting area and invited us to help ourselves to refreshments. Although we were there to sell a car we bought from you 3 years ago my wife was quite taken with the Black 500X Sport in the showroom and had decided to see if it would be possible to swap her 2019 Citroen C3 for one, the space would be useful. While we were waiting it was obvious several members of staff weren't doing anything, they we just milling around. One chap in particular, wear a suit, walked past us at least half a dozen times while we were waiting and didn't once ask us if we were being looked after, he didn't even acknowledge our presence. After waiting 45 minutes I thought I would have a look around to see if I could find out what the delay was, the chap with the suit was chatting to two lads - one in a white shirt and one in your blue uniform. I stared at them for a little while before they got the message I needed help. The chap in the blue uniform came over and when I told him why I was there the chap in the suit came over. He told me all the buyers were busy. His attitude sucked and I'll be honest, I told him it was a f***ing joke. His only response was to tell me to mind my language. He couldn't care less that I hadn't been looked after, that I had been waiting 45 minutes. I pointed out to him that he, as the General Manager, had walked past us half a dozen times and not once made sure we were being taken care of. Even though I told him during this exchange what I was there for when I asked him if he knew why I was there he said no! When we came in we had to go through the used car sales area, the quality of preparation was appalling. Every car has damage evident that could easily be rectified (this is what my company does but on luxury cars.) I'll go out on a limb here and say that branch is under performing. Having a GM with an attitude like his is a sure fire recipe for failure. He couldn't care less about his customers and because of that neither can his staff. I would love to have a chat with his Regional Manager about it because he is doing your company no good. Anyway, bottom line is I'll never do business with Arnold Clark again and I'm pretty sure I convinced a lovely couple who had just test driven a Fiat Panda not to buy it. I really hope they took my advice.