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I ordered my car weeks ago, it supposed to come the week after. they collected all the money, and finance went thru no problem on the same day. 1 week after, they said i need to renew my licence, even the finance check approved. 2days later, they said the part exchange car record need to update with DVSA, and the delivery cancelled the day before the delivery. with all the hassle, i decided to paid the deposit in cash and removed the part exchange just wanting to get the car. They called to rearrange the delivery and said they will book me in the same week. however, it didnt happened and they booked me in on the week after WITHOUT inform me. Now weeks after i placed the order and paid the money, on the day (less than 24 hrs) before the third attempt of the delivery they called and said the car is not even being check and ready yet, and it wont be ready in another 2-3 weeks. WHAT A JOKE.
If you are looking for an honest trade in for your car and good customer aftercare, do not buy a car from CAZOO. Almost 7 months waiting for a refund of agreed expenses, hours wasted on waiting for customer services to answer the phone and hours spent typing my issues on emails, chat etc. Promise to honour expenses when things go wrong, then don’t, will not give your car back, do not register it with the DVLA so you get fined and deliberately stall and avoid repairs until after the 7 day guarantee and after the warranty period. Over 3200 negative reviews with the same customer experience as mine. Why are they still operating?
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Failure to fix car, register sold car and refund expenses agreed by customer services. Bought a car from CAZOO on 11th Dec 2022 and still waiting for a refund of over £700 expenses incurred as a result of the sale of my car and their failure to honour the 7 day price guarantee. Sold me a faulty car and then seem to use a technique of stalling/delaying repairs and refunds when things go wrong. They also failed to pass my formal letter of complaint to Darren and to the director of customer service. Case handler assigned to me is simply dreadful so likely to need to take them to court to receive my pre-agreed refunds. They also failed to tax the car I sold them so the DVLA have fined me for something they have failed to do. I am not alone, there are over 3000 negative reviews with similar experiences to mine.
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I bought a car July 2022 and within their 90-day warranty period, I reported a fault. From this point on they dragged their heels for 7 months with me continuously chasing them up. I was promised a courtesy car which never arrived and they were very reluctant to pay any travel expenses and so these had to be chased up multiple times, finally being paid 2 months later. They only authorised 7 days of travel expenses and refused anymore when the car wasn't fit to be driven for weeks so this then left me out of pocket. Four months from the date I raised the issue under their warranty, they had the cheek to tell me that too much time had passed from the end of the warranty period and all they could offer was £250 towards the repair. At this point I wrote a letter to the chairman citing the "Consumer Rights Act 2015" as they'd had ample opportunity to repair and so I was entitled to a full refund. I finally received a full refund after 7 months from the date of the fault being reported. They refused any payment of goodwill considering all the time, money and stress needlessly spent over this and their idea of "goodwill" was not charging me for usage after I'd had the car for so long?! I really can't believe how a business can treat its customers like this. The only time they acted quickly was when I had to tell them I still had the car after I received my refund when they mistakenly thought they'd already collected it.
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DO NOT BUY A CAR FROM THIS COMPANY. Car had issues when i bought vehicle but had 4year warranty so thought it would be fine. Wrong. This will not allow you to book into garage near home ( min of 1hour away) and when you try to speak to them you get fobbed off. 27 calls and emails. Complaint team does not exist and managers refuse to speak to customers. If you want to buy a car with a warranty which is not worth the paper it’s written on Cazoo is your company. Worst by some distance company I have ever dealt with….
I purchased the MOT and Servicing package when I bought a car from these. When I tried to have my car serviced, they sent me to some half-baked company called Protyre who in turn did not honour the service because they stated that Cazoo do not pay them enough to service my car. When I contacted Cazoo they palmed me off on some ineffectual clowns known as 'whocanfixmycar' who promised to resolve the problem but did not even manage to call me back when they promised to do so. They took my money and did not deliver: theft.
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System is flawed ! I completed the car description honestly saying the car was in the lower range condition, car accepted and appointment made. The nearest drop of branch was at Bristol, about 100 miles away from me (West wales) after a 3.5 hour journey I arrived at the Bristol branch, went through the various document check's/car inspection, Only to be told that the minor damage (as reported) Two scratches, and small crack, are not accepted and they would not purchase the car ! Despite trying to reason with them, they did not want to know. So a seven hour round trip (for Two cars, my daughter accompanied me in her own car, to give me a lift home) 1 x day of work Approximately £100.00 worth of petrol (Two cars) A sorry from the receptionist (the management hid in the office) My advice don't waste your time. The next day I made an appointment with my local "We buy any car" sold to them on the same day, received a better price, and had the money in my account by 5pm. I know who I would recommend. Cazoo I await your response and offer of petrol/ time compensation .
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Jim in response to Flawed system
The staff saying they cant take the car, its not personal. They have information they put into the system and that determines if they accept the car or not, nothing to do with the staff. So trying to reason with them is pointless. I would also suspect theres more to this story than your telling or if the damage is worse than you say. The difference with We Buy Any Car is their staff do have an incentive to buy your car because they get paid more for buying more cars (Cazoo staff dont), so your car could of been a real dump and theyd still buy it. They are also owned by BCA, who also own Cinch and they are massive compared to Cazoo so much smaller risk for them paying a bit more for a car and making smaller profit for resell than Cazoo would have. Also, any company that offers to buy your car, has no obligation to actually buy it. They would owe you absolutely no compensation as you made the decision to accept their offer knowing the distance you'd need to travel and mentioning your daughter taking a day off work, once again her choice. Not forced to do so by Cazoo
I bought the cazoo cover 36 months & 3 year service plan on 4 Jun 2022, I’m really upset about the service experience. First of all, Cazoo Leeds branch has been closed. So, I need to drive 1.5 hour to Manchester center. This is not convenient for me. And I made the booking for service & MOT on 10 Apr 2023. However, one of the staff told the interim service can’t be processed after I wait there for over 4 hours. This had make me very angry, but I still re-schedule on today,26 Apr 2023. Today, I drop off my car in Manchester branch and hand on the key to your staff at 9:30am. The even more ridiculous thing is At 2:30pm, I saw my car still in a same parking space, and no one to start provide any service for my car then, I approached to the staff, his attitude absolutely unacceptable. He said still need to wait another 2.5 hours and if I unhappy, I can take the key and drive home.
Reviewer has confirmed their email address
Shane in response to Ridiculous Services
Had the same myself service was terrible and was forced to go there because the Leeds store was closed down. Had to hang around for nearly 7 hours and the car wasn't even moved until after dinnertime and then when it was finished I had to tell them because they was gonna leave me sat there for even longer than I had to.
This company have done nothing but waste my time. Despite advertising a quick and efficient way of buying a new vehicle they did not deliver on their promises. Car turned up with no MOT, I had to take a day of work to get this done. They offered a tank of fuel and to pay for the MOT, I willingly accepted that despite being at a financial loss due to the day I had to take off work. Getting the money back has been impossible, they do not answer emails, the WhatsApp does not work and the live chat is only operated by bots, no live agents are available. To add to this I have spent over an hour on the phone to customer services on 3 separate occasions and this is still not resolved. Awful company, do not deliver on time efficient promise and impossible to get hold of.
With Cazoo, you can buy or finance your car entirely online and have it delivered to your door in as little as 72 hours. You can search our cars and complete your purchase from the comfort of your sofa and in your own time, pressure-free. We own and have fully reconditioned every car listed on our website, so quality comes guaranteed.
Manufacturers: Sells a variety of makes and models
Independent Dealership
Cazoo
41 Chalton Street
London
Greater London
NW1 1JD
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