CAR CITY LUTON from Dealership in response to DISGUSTING SERVICE

Hi Lucy, Thankyou for taking the time to share your feedback. I have taken the time to review the points raised in its entirety from the first engagement with yourself as a customer. Firstly, I am genuinely sorry that the experience was disappointing for you. I fully understand how frustrating it must have been, particularly given the arrangements you made on Thursday to potentially attend on Sunday. I would, however, like to address some points for clarity. When you initially viewed the vehicle briefly on Monday, you indicated you may return on Sunday to view it in daylight. On Thursday, you messaged to say you would like to attend at approximately 2:00pm. At that stage, you were advised that the vehicle remained available on a first-come, first-served basis and that we would update you if it sold beforehand. Unfortunately, No deposit was taken, and the vehicle was not reserved or removed from the market. As standard practice, vehicles remain available until a deposit is taken or the vehicle is sold, and appointments to view do not constitute a reservation. Unfortunately, the vehicle sold late on Saturday to another customer. The colleague who had previously communicated with you was not in the business on Sunday, and the sale notification was not relayed prior to your arrival. Upon arrival, you mentioned that the vehicle was no longer advertised online, which indicated uncertainty about its availability — yet no call or message was made to confirm before travelling. A simple check beforehand would have prevented the situation entirely. We also do not understand why multiple communications are being sent now regarding this matter, when a single call or message prior to your visit to confirm your attendance could have prevented the entire situation. At this point, we are unclear about the desired outcome of the repeated complaints and emails, as the vehicle is no longer available. We take pride in operating as a legitimate and professional business and are committed to providing excellent customer service, as our reviews demonstrate. The personal and abusive language used in your messages — including calling our team “disgusting humans” — is completely unnecessary, unacceptable, and will not be tolerated. Our team remains professional and customer-focused at all times, and we should not be impacted by actions or assumptions made by customers. That said, we recognise that this was a disappointing experience, and we regret the inconvenience caused by the timing of the sale. We remain happy to assist you in sourcing a similar vehicle or discussing alternative options currently available