The initial valuation from Cazoo for our car was £14,250 and we managed to make an appointment at Manchester for handover. The value was agreed and stipulated the price was guaranteed until handover before 26/10. As we are in negative equity on a pcp, the settlement figure was incorrect, and the appointment was cancelled automatically after we had received confirmation of the appointment. We had no opportunity to adjust the figure. We were forced to start a new valuation which came back at £14,100 even though this was well before the end of the previous valuation. We weren't given the chance to update the finance details and the new valuation cost us £150. I then couldn't book a handover because the system gave the error message " something has gone wrong, try again ". I raised this with the customer service team who raised it with the tech team, I had no feedback, I tried different browsers, a laptop, and different method for bank authentication. During this period I was told that I had a pending appointment despite the error message, I believe this to be untrue and a lie just to put me off the phone as 30 mins the later the appointments were available again and I later discovered the problem. I was told that to make a complaint I needed to redial and pick option 4 then option 1, this is to report an issue with a car bought from Cazoo and was of no use to me, another tactic to get me off the phone. Yesterday I spent 6 hrs on the phone trying to get a resolution, and asked if it was because the settlement figure and new valuation now matched so the balance was zero and was told no. I rang for an update this morning and nothing had occurred. I lied online and adjusted the settlement figure to give a positive balance and this allowed me to make a booking, I was told this wasn't the issue yesterday! The booking was confirmed for 8am on Monday and the email I received stated 9am. I've since been told 8am is correct? so why the wrong email? Cazoo have forced the valuation price lower due to the 'automated' system even though its within the 'guaranteed period', I feel like I've been robbed of £150, I have lost around 8 hrs in phone calls + time online spent trying to book a handover ( 3hrs ) , I've been put on hold and cut off twice, and I've been lied to at least twice. It sounds more like a street robbery than trying to sell a car. A Manager call back was only to apologise and blame it on the 'automated system', At the moment I have zero confidence in Cazoo being able to provide good customer experience, or even near acceptable to consider ever dealing with them again.

I recently had the unfortunate experience of purchasing a car from Cazoo in January 2023, and I must say it has been nothing short of a nightmare. If I could give them zero stars, I would. First and foremost, within just several weeks of purchasing the car, I encountered a dead battery issue, which was soon followed by an unrelated engine management light coming on. This was just the beginning of my Cazoo ordeal. When I attempted to address these issues, Cazoo's incompetence became glaringly evident. I booked an appointment at one of their centers, only to arrive and discover that they had gotten the date wrong. That should have been a clear sign of things to come. No, it was not my mistake! My main issue with Cazoo revolves around their inability to resolve the persistent engine management light problem. Since February, I've been reaching out to them time and time again, and they kept assuring me that they were scheduling repairs with the dealership because they couldn't fix the issue themselves. However, much to my "surprise," my warranty expired because they failed to make the necessary arrangements. After filing a complaint due to the excessive amount of time it took to address this issue, I was promised that a booking would be made. But, shockingly, I ended up being the one responsible for arranging it, as Cazoo refused to assist me, citing the expired warranty. This entailed even more of my time and effort, all because Cazoo couldn't follow through on their promises. It was lucky, I had taken out extended warranty on my vehicle with the DPF issue being stated as covered, so one would think you would get a quick approval for the near £4,000 remedial work cost. How wrong was I. Fast forward to October 2023, and my car is finally booked in with a dealer for diagnostic work. However, the nightmare continues. Each day, Cazoo claims they will provide approval for the necessary remedial works "tomorrow." It has been a week now, and despite my daily phone calls and emails, nothing happens. "Marked as urgent" is their favourite phrase, but it's just empty words. Every mechanic or even the dealership state “oh dear, not Cazoo - We get so much business from people who brought cars from Cazoo”. Don’t be fooled by the glossy website. To make matters worse, I've been forced to rent a courtesy car from the dealership, costing me £30 per day. But now, the dealership wants their car back, and Cazoo's incompetence will leave me without a vehicle. This is not just an inconvenience; I have a young baby and vulnerable elderly parents to care for, and this situation is totally unacceptable. If you call Cazoo, make sure you have booked an afternoon off work, as it takes sometimes 30-40 minutes just to wait for somebody to answer, to be told they can't assist with your issue. You get provided with the menu options to speak to the relevant team, but no-one answers so you get redirected to the main customer support desk in a never ending cycle. I have tried all times of the day, even weekends and I have not yet spoke to the correct team, it appears they hide behind emails. Oh and make sure you check your direct debits, to make sure they don’t charge you twice for the extended warranty. In conclusion, Cazoo's lack of professionalism, inability to keep promises, and disregard for their customers' needs have made this experience an absolute disaster. I strongly advise anyone considering Cazoo to look elsewhere for their automotive needs, as this has been one of the most frustrating and disappointing experiences I have ever had with a company.

They're ok until you have a problem with your new car; bought a car which turned out to have a problem the very next day after I collected it. I called immediately and that was a month ago. They keep fobbing off saying that someone from the Repair Team "will be in touch soon". I will get the repairs done myself and never use Cazoo again.

Warranty package is not worth paper its printed on! I have been without a car for three weeks now and still nothing resolved! Purchased a new car 12 months ago and assured their top warranty package would cover any needs and we just take it to their Exeter Cazoo garage and everything is fine. They then closed said Exeter garage and we have to go to one of their 'preferred garages' Halfords Autocentres - Had a red light come on the dashboard as engine is overheating and garage said its the water pump which sits inside the cam belt. The problem is the warranty package you buy is not with Cazoo its with a separate warranty company who cazoo just put you in touch with if there is a problem! now the garage wont start the work until warranty company agree to pay the warranty and the warranty company wont agree until the garage has done the work (remember this is their preferred supplier garage that they asked us to go too!) - in short Cazoo will miss sell you any package as long as they get your cash and its not worth the paper its printed on! avoid using Cazoo at all costs as I have paid out on extra increased warranty and I still have to pay for anything that goes wrong with the car. Con men at their finest!

I purchased a vehicle from Cazoo in June 2023. After just over a month there was a fault in my vehicle where I then contacted Cazoo to book it in for a repair under warranty. Till now they have still not contacted me to confirm a booking date to one of their service centres. I have called and chased many times and they keep giving me the same excuse saying they do not have enough staff / mechanic at their service centre in Wembley, which is the closest one to where I live. This is totally unacceptable and I am also paying for extended warranty service every month!

Avoid Cazoo at all costs. I purchased a vehicle with them in July 2023. I made them aware of an issue with the vehicle 2 days later. Well within their “7 days test drive” policy. They took three weeks (instead of the advised 10 days) to respond and informed me to take the garage to Kwik Fit. The problem was noted by Kwik Fit on the initial assessment that the brake pads were warped. However, on the day of fixing the issue the work had been rejected by Cazoo as the size of the brake pads fell marginally within the accepted parameters. This is despite me telling them there was a clear issue with the way the vehicle was driving/braking. What started as fantastic communication fell to appalling standards once they had my money. I had to chase them on numerous occasions, time and time again once the issue had been raised. Apparently, I had a case manager. No idea he existed! Not one call or phone call. They have now rejected my return of the vehicle despite the issue being raised within their test drive period and the case being prolonged by their lack of communication. To top it off, the last phone call I was laughed and scoffed at by the call taker when I was discussing my concerns about my vehicle and how unsafe I felt driving it. Finished off by her advising me that if she progressed to matter to management as I had asked, they “wouldn’t even bother reviewing it”. I now have to start the long unnecessary process of taking legal action because of they refuse to take any accountability. I’ve been conned and lied to and ultimately left with an unsafe vehicle. Bravo, Cazoo. Top work