Tallulah P

YOU OWE ME MONEY!!! WORST EXPERIENCE!

YOU OWE ME MONEY!!!! ANSWER ALL MY EMAILS!! You are a joke, not only was it the most shocking and disgusting customer service I have ever experienced, your manager Simon Potter made promises that you haven't delivered on to make the sale!!! GOOD WILL GESTURES MEAN NOTHING WHEN YOU DO NO FOLLOW THROUGH! DISGUSTING AND OUTRAGEOUS. How dare KARA shout at me randomly as a customer, was I not taken seriously for purchasing a car as a young girl? I am going to highlight below what we were unhappy about: When speaking to Kara on the phone, she was very blunt and unhelpful. We understand that sometimes if you ask for something, you will not always get it. However, there are ways to say “NO”. From our phone calls with Kara, we were under the impression that the place was not going to be a pleasant place. However, when we arrived we were very surprised at how amazing the place looked. So Kara should also work on her customer service over the phone! On our arrival on Saturday we were greeted the manager and another sales assistant. We thought immediately “Why couldn’t we have had yourselves instead of Kara”. Kara spoke to us once while we were there, and this was what she said “I will get the vehicle details and you can set up the 7-day car insurance” she then left us to it. We had to ask another sales assistant to help us as she was even unable to connect us to the right department when setting up the car insurance (very poor for someone who does this day in day out). At this point we were getting insured on a car we hadn’t even seen!!! She was expecting us to buy the car and go through with the paperwork without seeing the vehicle – this again is very poor. She does not know one ounce of good customer service!!! Kara told us she would be 5-10 minutes; we understand that sometimes you can be busy, and meetings can overrun. But we did book an appointment for 16:00 and we were not seen until 17:15 by Seb (who was fantastic – Kara should take some tips from Seb – maybe first tip could be how to smile!) After finally being seen and taken on a test drive with Seb, we were happy with the car and thought, this is the one that we want. Also please note that the paperwork that was handed over to Seb from Kara, was not in any order whatsoever. We asked Kara in an email whether we would be able to have a full tank of fuel with the purchase of the car. This was ignored twice when asking! Seb then went and asked Kara whether it would be possible to have a full tank of fuel this was her response in front of Seb and another customer, “THIS WAS NEVER AGREED, NO YOU CAN NOT, I COULD NOT GET THE AUTHORISATION FROM THE MANAGER”. This is absolutely disgusting, especially in front of another customer, the look on his face was of disgust and I really hope that he does not buy a car from such a rude individual! After shouting at myself, she had the audacity to take the paperwork from Seb and try and finish the sale - at this point we both decided we would walk out and not go through with the sale as we did not want to go through with the sale with someone so rude. Robins and Day have Seb to thank for the fact the sale went through! He saw that we were contemplating leaving and not going through with the sale that he came out to see what was wrong and dealt with it in a very professional manner. Lastly, Kara saw that yourself and Seb walked us to your office, any normal person with good customer service skills would have come over and asked if everything was ok or even apologise for the way she had spoken, but I suppose if she does that to every customer she might even think she was being polite. Rude, rude, rude individual. I would also like to thank yourself for coming outside and dealing with the situation and offering us a £100 meal – the small gestures make a massive difference - HOWEVER YOU NOW REFUSE TO PAY!!!!!!! YOU PROMISED TO PAY WITHIN 3 WEEKS IN MARCH!!! We really hope that you deal with Kara the best way possible as she is not what you want when trying to sell someone their first car – When buying your first car, you want it to be the most pleasant of events and not shouted at. Who does she think she is!!! Quite frankly we hope she gets the SACK. Now give up our money!! £100 has different values to everyone, especially in such hard financial times. Ricardo + Tallulah