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May 2023 the passenger electric folding mirror worked fine when we got home the night before I reported it an it was parked off road in the yard and no one can get to it. Came out in the morning unlocked the car and the mirror on the passenger side never folded out. Called & got a booking date, took the car to lakeside Cazoo, spoke to Angel on arrival, she said it was booked in for diagnostics. She informed me since it’s a straightforward repair it wouldn’t need diagnostics, she will order the part and get me booked in the Friday of the same week or following Monday. A week passed no correspondence. I had to email customer service. Got the car booked for repair October 2023, took car in again only to be told it was booked in for diagnostics again not repair. No parts ordered as previously advised by Angel. Needed service so I left car after 9am-4pm went to collect the car nothing has been done car was just sitting there and I had my newborn baby and family with me at the time. The service and diagnostics was only carried out when we got back to the branch, which we had to sit and wait for over 1hr. I asked Tia service manager, what’s the progress with the car, she went and check seemingly only to come back to try blame me for the mirror not working saying it had impact damage so it won’t be covered by warranty. I told her if she talking about the tape residue I put tape to hold it steady?I asked for diagnostics report and to speak to the engineer on how they came to that conclusion, the engineer was unavailable so I took the print out for the report. It stated carried out diagnostics check at 9am, REMINDER, I reach cazoo after 9am and we had to wait while they did the diagnostics at 4pm, so how can you do diagnostics on a vehicle that’s not present? 1.Left wing mirror doesn’t go in and out (DK- 9am) engineer. Nothing about damage mirror. 2. carried out interim service 0cc-1200cc (DK) engineer 3. Wing mirror motor testing correctly, visible damage to wing mirror (NT-11.00 am) NT meaning No Technician. So who did this diagnostics if it had diagnostics earlier that morning and no technician? This is where the lies and the poor customer service really became apparent. Writing up false reports just to not help the customer. This happened on three more occasions. Last appointment on 27th Feb 2024, dropped keys off, took our baby and left. Got a call after 3pm from Tia to say they have replaced the mirror and it’s still not working so it’s the wiring and it gonna need more time to fix, and I have two options, get a hire car or take cab home. When we arrived back to the branch, the information have changed, it won’t be covered under warranty because it wiring issue. When the so called diagnostics clearly showed/stated “after inspection we have found that the wing mirror has 12 volts earth which means the power is running correctly to the wing mirror”. In all the reports there has always been power to the wing mirrors. The wing mirror has power, the blind spot light works, indicators work so what wiring? Now that they’ve opened up, all of a sudden there is no power to the wing mirror, so any issues after the fact its on Cazoo not the customer. No courtesy car option available as previously told, just pay from our pockets then send invoice to customer service, what if we had no money for travel? After getting nowhere we booked cab home and went to collect the car next day. Nearly a year later an there’s still no working side mirror. Bunch of cowboys and cowgirls taking liberties out of hard working people making it hard to trust anything this company does or say, it’s just endless fabricating lies and excuses not to stick to their contractual agreement. Lastly, couple days after, while driving my son to school he opened the glove compartment and the wires were all hanging out, which is a health and safety hazard. I had to pull over and take pictures and videos and push them back in. After all we have been through with Cazoo, this is the sort of work they do. I DO NOT recommend Cazoo and Assurant to no one.

Sold me a mouldy car with a broken gearbox and a leaking roof. Have had the car for 10 weeks, not provided a courtesy car, are now ignoring my emails, and have given me no information on when my car might be returned to me, all while refusing to discuss compensation, refusing to cancel the PCP, even refusing to send me images of my own car.

We had reserved a car on Sunday with Cazoo around 1 PM, and were advised that we had until 6 PM on Tuesday to purchase the car. Having received an e-mail from Cazoo to confirm our reservation, we rushed to sell our car to meet the deadline. As soon as our car was sold and we had cleared funds to purchase the car we had reserved, which was around 2 PM on Tuesday, we phoned Cazoo to complete our purchase. After a long wait, our call finally got answered, and we were advised that the car had already been sold to someone else. We asked how it could have already been sold, as we had been advised that the car would be held for us until 6 PM. We were then told that the reservation was just for 48 hours, and that it had expired, even though we had been told otherwise by their employees when we reserved the car. Being dissatisfied with the situation, we asked to speak to a manager. Dan, the manager we spoke to, did not offer any resolution for the issue, just saying that the staff had wrongly advised us, and only offered free car paint protection worth £299 as a good will gesture. We saw a similar more expensive car, and asked whether he could do something about the price of the car as a goodwill gesture, but he was not prepared to budge. This is not the way to treat a customer who has been let down through its own errors. The least Cazoo could have done is offer us first refusal on the car before selling it to someone else. Instead they failed to honour their word and did nothing to address the disappointment and inconvenience caused.

I in good faith bought a car from the cazoo website in the knowledge that surely there's no way the car wouldn't have been serviced or mechanically tested and looked over before being put on the website. I saw the noted imperfections and it was fine. I booked to pick the car up on the only day and time I could do as I had the day off and can only travel to work as a nurse with a vehicle which i didn't have. I traveled around 125miles on the train to Bristol, a city I have never been to only to arrive and be told the cars gear box is faulty. My anxiety and stress went through the roof. I was visibly distressed as a young female stranded 125miles from home no idea where I was and without transport not only home but for work either. I was then told I could claim £30 per day for travel. There was no specification on what kind of travel from that day the 8th of Feb for 7days. I'm no mechanic but I'm not stupid either. An issue with a gear box does not happen overnight and was clearly missed with whatever inspections the car was supposed to have before being advertised on your website. The dealership reluctantly gave me a courtesy car with minimal petrol so I filled up the tank to then drive 125miles home and get on with my week. To have constant stress and anxiety about whether I can actually have my car in a week's time. I received no communication when I was told I would hear by so I had to take time out of my day to call and enquire. I then had to drive another 125miles with my heart pounding with anxiety to collect my car again. This time being told that the button for my media system was noticed as broken at the last minute and it needed to be fixed ... Clearly another oversight, or someone broke it and didn't notify anyone. I was told I would be contacted about getting it fixed which I haven't received any communication on and also no paperwork about what was actually wrong with the car and what was done to fix it. I've had no response from their customer service which is absolutely awful and extremely unhelpful. Worst experience ever.

Cazoo seem to not want to sort my car. RAC report submitted as requested confirming car has to go back to manufacturer. Radio silence from cazoo even though its still in warranty.

My wife currently works in Scotland but we still have our home in London, she needed a car as soon as possible as her last car got grounded. I assisted her by going online to search for what we thought would be a good and reliable car and we bought from Cazoo last December, the company set the pickup from their closest location to our home for the 4th of January, we on our own moved the pick up till the 6th of January as my wife was to come down to London from her base in Scotland on her off day to pick up the car and travel back to Scotland with it. To our surprise, we got to the designated pickup centre and we were informed that the said car wasn't ready. A purported email was said to have been sent to us which we later discovered was in the spam folder, it was surprising that we couldn't even be given the benefit of a phonecall to inform us of the change in the pickup date. At the end of the day, we began to follow up with Cazoo as we could only reach the company through phone. We spoke to several customer service representatives on the phone, many were very unprofessional while only one or two took ownership of our situation. One clear point is that Cazoo has NEVER called us back for once despite promises to call back till date, this alone goes to show how much this company appreciates her customers. If I knew what I now know about this company today, I would have avoided them. My wife was stuck in London for days after the pickup dates, she lost work days which were unpaid. To avoid losing more days, we resolved to renting a car which she drove up to Scotland to resume work. We reached an agreement with Cazoo to bring the car we bought to Manchester as they weren't able to bring it to Scotland and then we would have to travel down to Manchester to pick up ourselves. The only reason why we agreed to this was our desperation to have a permanent car my wife will use for her work in Scotland, we got the car and drove back to Scotland same day driving till very late in the night. Surprisingly the next day, a check engine light showed up on the dashboard of the car. We got on the phone with the company to report, they then promised that they will send a mechanic garage they have an agreement with here in Scotland to pick up this car. As I write to you, we are yet to get any information of any mechanic to pick up this car. As I write to you, the car suddenly has started moving sluggishly on the road. My wife has been forced to park it now and we will proceed to hiring a car for her to be able to get to work