We spent almost £20000 on a car (April 2023) which developed a fault after 2 months, the car couldnt be moved & was collected by Cazoo 2 months later (September 2023) They told us they wouldnt honner the warranty as they fealt "We had tampered with the car" We sent it to BMW who proved that we haddnt..... we are still waiting for an answer from Cazoo (January 2024)

*Update 08/12/2023* Finally, on 01/12/2023 I have received my compensation for the uber bills. I had finally received a phone call from the senior customer support specialist giving me an update on the car saying it had taken a long time to repair the car due the staff not having the correct tools and they have since ordered the part and it is coming. Even though I have clearly stated I no longer want the car and I want a full refund (Doubt they even care). I questioned to why the car is has not been sent back VW specialist, I finally got the confirmed answer that they did not want the repairs done there due to the cost so they are going to do it in house at the centre. Cazoo are meant to be a big company but seem to have a problem paying to get it repaired despite having a total revenue of £171 Million as of June 2023. I had to even ask for the CEO but I was told that he does not deal with the customers. I am still pending for a refund response as of 08/12/2023 due to the senior staff not being in till next Monday. I had purchased a VW Golf on the 23rd of June 2023 and on the 20th of September 2023 the engine management light had come up along with a Stop/ Start Error and ACC error, (This was not the first time this has happened). I proceeded to ring the AA run a diagnosis scan on the vehicle. The scans identified the issue as a stretched timing chain. I then rang Cazoo customer services and said I would be dropping the car off to the depot centre the following day. However, I was not given a courtesy car as there was none available at the time, they said Cazoo will reimburse up to £40.00 a day, they have not kept this promise as I am still waiting for the reimbursement, I had sent receipts on the 10/10/2023 and are still waiting to be paid the amount. I was without a car until I was notified on the 4th of October that a Kia XCeed was available for me to use ready to collect from the depot however I went to collect it and one of the members of staff said I could not be given the car legally as it is damaged in which there was at the rear of the car. There was a communication error between Customer services and the depot, so I was without a car until the 28th of October 2023. I had wasted a journey for no reason. I rang customer support the next couple of days however each time I received the same reply that there is no update as of yet but they will let me know about the repairs needed and the costs. On the 28th of October 2023 I finally collected the courtesy car and enquired about what is happening to my car. I was then informed by the staff at the depot when I collected the loan car that it was at a VW Specialist centre down the road and hopefully, the repairs should be done soon. I rang Cazoo a couple of days later for an update on the car however I kept on getting the same response that the car repair still have not been approved despite me not having the car since the 20th September 2023. Additionally, I used the live chat asking update an update on the repairs however I was given the same answer that the repairs are awaiting approval. On the 20th of November 2023 I finally rang the VW Specialist team today they said the car had been taken back to the Cazoo centre and no repairs were done. I then questioned to why and they had replied that the repairs still have not been approved by the approval team despite getting a confirmation that the repairs have been approved using OEM parts. Even the VW Specialist team question why the approval has not been commenced yet. Cazoo seem to think this issue is a joke, it has nearly been three months since this started and I am shocked by the poor level of service provided by Cazoo, especially the approval team's severe professionalism. I had spent over 21k on a car only for it to be in the garage for repairs after only owning it for a couple of months. I cannot even get in touch with the approval team at all to ask them why it has taken them this long and why is it still pending. Every time I rang up about the issue nothing came of it, this is shocking I have never dealt with this level of poor service before. Cazoo clearly has a severe lack of communication. The Staff at the Cazoo Centre even don't know why it's taking so long. The repairs for the timing chain should not be an issue considering Cazoo are a ‘big’ company but it is clear they just want the money and do not care about its customers nor care about providing a good service. I honestly regret buying the car, if I had known beforehand that Cazoo do not keep there promises to fix issues under there warranty I would have never purchased the extended warranty and got one from the manufacturer (Volkswagen) directly instead knowing they would fix the issues straight away or keep me updated with repairs. I am now waiting for a full refund I honestly do not recommend buying from here, take your money elsewhere.

When I collected the 2 year old car it had: - Flat tire - Faulty drivers door - Faulty wing mirror that didn't power fold with the other - Massive tears in the seat which were not included in the condition report I raised this with them the day I collected it. and I was told I would basically have to complete several hour round trips, take time out of work and be without a car in order to return the car to them for repairs. No apology, no courtesy car, no compensation, no option for them to collect it from my home address. They couldn't care less. I'd strongly suggest avoiding buying a car online, and in particular from Cazoo.

In our experience and opinion, the most appalling business model nothing short of blackmail. We bought a car from Cazoo and traded in our Nissan. The online valuation was accurate with an excellent condition. When the inspector came on the day of the handover, he agreed that the car was indeed excellent condition. The system however marked it as good condition. This resulted in having a devaluation of £525 that could not be overridden. We were told either pay it and complete the transaction or decline it and don’t get your new car. In other words, pay an extra £525 for no legitimate reason other than for Cazoo to make more money, or don’t have your car. Please be careful when trading in your car to Cazoo, it seems like they will over price it to pull you in and when your shiny new car is sitting on a delivery vehicle outside your house, they will employ this tactic to get more money out of you hence why we feel blackmailed. Nobody in customer service cared or was willing to assist or at the very least to even sympathise. Needless to say will never use Cazoo again and don’t have a single good word to say about them.