My complaint is regarding the treatment of myself as a returning customer to yourselves after first getting a car before 'Cinch' became what they are today. I first ordered my Mini Cooper Hatchback on the 5th August 2023 as I was after a faff free experience due to my job making it hard for me to go out to dealerships, and as well I had already had a car from Cinch. I ordered this for the following Saturday (12th) - to be delivered between 8AM and 10AM due to this being a period I was not travelling with work and I would be home in order to accept my vehicle. After a week and me arranging my work travels - I was ready for delivery of my car and received a text at 06:30 saying my driver was on route. I then received a phone call at 08:30 - saying that my car would not be delivered and that they would update me with a date - only being told the seal on the light was not working. Why did I receive a text confirming delivery if the car was not on route - I even got a tracker link? This is not customer service at all! I then called back on the Saturday after being on hold for 40 minutes - and then gave up as I had WORK to do. In addition to this I called a further 5/6 times over the course of the week and told the gentleman I spoke to to email as I work at the airport and am always away and with no phone signal. I was left in the dark for days and was told that a simple light fix would take 2 weeks which made me question how much you actually were pushing this through. Quality checks: I got told my car had the final checks which was not true as the final checks are the FINAL before the driver leaves with my vehicle - so this is another misleading check you are doing and lying to your customers paying a premiums for a faff free experience. I wanted the car to be delivered this week at the earliest Monday/Tuesday as I would be at home but no I had to rearrange my work in order to be home at again a time what suits you. So 2 weeks later I have my car and will be watching it like a hawk for any issues which occur. So overall - I would not trust CINCH as they clearly do not do final checks of the car as otherwise this would not have happened, as well as being hung up on. I would not used CINCH again and would advise others not too!

Having been in contact with them recently, i can say beyond a doubt that their customer service is terrible. They also manipulate review sites, and will flag any negative one they come across. DO NOT USE THIS COMPANY!

Car purchased online approximately 2 1/2 weeks ago. Due to be received today 15th Feb 23. Online cinch journey confirms in-depth checks carried out, car all ready, next notification said car on way to us. Text received to personal mobile advising name of driver bringing car to us. 20 mins before receipt of car call received from customer services team advising that the car is not arriving!! Car door lock not working and water ingress found in car. Time taken off work to receive this vehicle by us, we taxed and insured the vehicle expecting its arrival. No one able to give a definitive date the car would be delivered however in the meantime deposit paid and we as the buyer are out of pocket. Update will be given on social media and reviews trust pilot as it progresses. Buyer be very aware our vehicle wasn’t put through checks, obviously as these issues would of been found before and not on the day of delivery and the car hasn’t even been delivered to us! Not a cheap car either! Customer service staff I feel sorry for! That’s when you can get through on the phone! If this is not fixed urgently Cinch will have failed in its promises and the car can stay put with them!

We paid just under £19000 in full for a car that should have been delivered on 7 January. As it stands we have bought car tax and insurance but have no car and they have our money.. Cinch promise call backs with a delivery date but never call back, the complaints team are just the same. If you’re thinking of buying from Cinch don’t, go to your local dealer it will save you the worry and hassle which we are experiencing

From start to finish my experience with Cinch was brilliant. From seeing the advert I ordered a Ford Focus Eco Boost from them, kept up to date with process and even though I was a bit skeptical about ordering a car online, I would definitley do it again as the hand back process was what installed faith in it all. Would highly reccommend.