I so wanted to love Cazoo. Read scores of reviews during last lockdown & as the showrooms were all closed, buying online seemed the only way to go. Or I could wait until things went back to normal. I'd never bought a car without seeing it. My problems started in early March this year when I paid cash for a Range Rover Evoque. It arrived a week later with the promise of a 300 point check, 3 months warranty, a covid-clean, a week's free insurance & 11 months MOT. As the driver unloaded it I noticed that the front off-side wheel trim was sticking out. He made a note of it & took a picture on his 'phone, promising to report this to Cazoo. He tried to pop it back but it wouldn't click in. I emailed Cazoo to let them know of this & they acknowledged by email that they would pay for any repairs. After the driver left my fiancee & I decided to take the car out for a spin. Around 20 minutes from home, as it was a little chilly, I turned on the heating. No fan. This was worrying and so I wondered if there was a switch I'd missed. My better half was checking google for an answer & that was when she read out a common Evoque issue with the climate control. Simply put, it did not work. We drove home. I rang Cazoo & spoke with Tom. He would send RAC round that day. Sure enough RAC turned up within 2 hours. He looked under the bonnet. His initial report was that 2 of the 4 fan cover screws were missing indicating that someone had been in there already, the air-filter box had been broken to the point at which it was impossible for him to get in for a look without sawing the entire box off, & the front parking sensor was recessed due to a bump. Then there was the wheel trim. A 300 point check & an MOT? I called Cazoo again & backed up my call with an email outlining the faults, concerns & confirming what they offered to do for me in response. True to their word, the car was collected 7 days later & was taken to the nearest Land Rover dealer, over 50 miles away. A courtesy car was provided for the duration of repairs. I received the RR back a week later. By now I had had the car for 3 weeks & I'd driven it for just 1 day. In trying to make things right, they offered me an extended 4 year warranty. I accepted. The day I received the car back, I noted that most of the fixes had been done. But the wheel trim was still flapping. I would take it to a local garage after all. That evening, I was working a nightshift. At 2.30 am, the alarm starting going off in the carpark, probably waking the entire street. I quickly shut it off & checked the doors, alarm settings, and so on. I could find no issue & so, thought nothing more of it. At 4a.m, it went off again. I shut it off & left it unlocked. I was home by 7.30 and in bed by 8.30. At 11.30 - the alarm went off again. I woke & immediately called Land Rover who told me that they were certain that it was dodgy boot or bonnet catch & that the car would have to come back in to have them replaced. Needing two cars in our household I told them I would call them back. I rang Cazoo again. I told them that as I'm not happy, they shouldn't be happy - their slogan which should not be confused with a mission statement. That in itself would suggest customer care. But their customer service representatives (Tom, Charlie, Lauren, Dan) all talk the talk. I advised them that I was returning the car & would like another of my choice to replace it. They agreed & I forked out another thousand for the privilege of receiving a different car. 4 ddays later the Cazoo driver returned in his transporter, unloading my new, new car & loading up the Evoque. But lightning had indeed struck twice. The driver noted that the bonnet, though online images showed around a half doz. stone-chips, had over 3 dozen sprayed up the off-side. He was embarrassed, apologised, took his pictures & made the usual promise. The chips had been daubed with white paint & would need a professional repair. I emailed Cazoo. They were very sorry & would sort it. I took the car for a spin & couldn't believe the loud rattle from the rear of the car over every uneven surface. I called them again. They agreed to extend my warranty to one year & pay for any repairs at my local garage. I booked the car in but, no bill as they couldn't find the source so, I let Cazoo know. For the next 7 weeks I waited for news of the bodyshop repair. Cazoo 'Seniors' wouldn't agree it. I demanded they take this car back but they refused to exchange again as I had had 1 exchange already(!) & said it would take up to 10 days for any refund despite my payments to them being received instantaneously. I was incensed, feeling sucked in & blown out. In the end, I advised them I'd be dealing with this myself - & I did. I sold the car the following day for £1400 more than I paid for it & bought a very nice replacement (from a REPUTABLE dealer) with change to spare, warranty, free servicing for 2 years - perfect. Cazoo? NEVER AGAIN!

Very easy to order the car. Took around ten minutes, if that, on the website. Delivered today. Den, our Cazoo delivery man was great. He went through everything about the car that I possibly needed to know and we gave it a thorough inspection together. He was very patient with my questions. Did not rush me. Only left when he was satisfied that I had all the info I needed. Great service. Definitely recommend. Car is spotless, too.

IF YOU HAVE A CHOICE, USE SOMEONE ELSE!! Following the worst customer service experience of my life if you have a choice DO NOT use this company, once your faulty car is delivered and they have your money they are not interested, 12 calls later still waiting to be sorted, beyond words. best thing we did was cancel the car because god help us if you have an issue after 7 days. PLEASE USE SOMEONE ELSE. NOT WORTH A STAR

Originally took a service plan out with Imperial Car Supermarkets which has now been bought by Cazoo. I cancelled the service plan on 09/02/2021, and it was confirmed by Cazoo I would receive the refund within 28 days. 27 days later I chased up said refund to be told it had not yet been processed and they would look into this. After multiple emails and calls to chase this, I am yet to receive my money, now way out of the 28 day period. Cazoo have said they are having an issue with The Warranty Group - the original service plan providers, and they will not return my money to me until this issue has been settled. Absolutely disgraceful that a company of Cazoo’s size will not refund my money and then take up the issue with The Warranty Group. It takes multiple phone calls and threats of the ombudsman and trading standards to even get a reply to an email, no matter how unhelpful the response is. If you have a product with them, don’t expect your money back when requested, and if you are thinking about taking a product out with them, think again... they do not uphold their own processes or return money that is owed to you. Absolutely shocking customer service.

Would never buy from this business. Bought a car off this garage, was told it would be serviced and MOT'd on pick up. They lied and never serviced it, was checked by numerous garages for confirmation. The car had lots of problems including engine faults after purchase from day one and was never fit for sale or to drive. I returned the car two days later to be kept telling it was fine and nothing wrong with it. Was then charged £200 to give the vehicle back. Was not given any apology or compensation for the trouble they caused me. A very dishonest business and would not recommend. Would advise to shop elsewhere.