I purchased my Toyota 2012 Aygo car from Dunelm Car Sales, Bearpark at the end of October 2019. Having agreed a sale and paid the deposit I went home to await collection. From curiosity I looked at previous online reviews left by purchasers. To my horror some of the reviews were not favourable. My heart sank and I regretted not doing more research on the company beforehand. On arrival to collect my new car I spoke with Kevin about the reviews I had read on the Dunelm website and told him I was not impressed by what I had read. Kevin explained that since the bad reviews had been written, staff had changed, and he was working hard to improve the customer service and aftercare. Paperwork completed and money paid over, the car was mine. I advised Kevin that I was intending to get my local garage to check the car over and would be coming back to him if they found anything wrong. A few days later I booked the car into my local garage and asked them to do a thorough check. They did find a few things that were not right and so I emailed Kevin a copy of the report. It was arranged for me to take the car back to Dunelm and Kevin personally guaranteed to fix the things that needed correcting. I also told Kevin that the inside of the car boot was soaking wet after it had rained. Water was penetrating somewhere, and the rear lights of the car were wet on the inside. He said he would check this out as well. Kevin had the car for 2 days. When I collected it on the second day, I found that all the items listed by my garage had been done as well as having two new rear lights fitted and silicone sealed to keep water out. I was happy. A few days later, after heavy rain, I once again found the inside of the boot of the car soaking wet. I Googled ‘Aygo car’ and ‘wet boot’ to find that some earlier versions of the Aygo did suffer from water penetration and that Toyota were not recalling the cars it affected. However, this did not help me as I was now feeling very fed up with a car, I could not rely on to be dry on the inside. I again emailed Kevin and followed this up with various telephone calls. I told him I was fed up with the car and wished I had never purchased it from Dunelm because despite his previous efforts the car was still leaking and it meant I would have to drive the 50 minute journey yet again back and forth to get it sorted out. Kevin said he would arrange to have the car collected from my address and delivered back to me afterwards. He said he would put it through a high-pressure water test to see where it was leaking and ‘fix it’. It was now just before Xmas 2019. Dunelm collected my car on the 23rd December. Kevin telephoned me later that day to say he had ordered a completely new rubber seal for the hatchback door and he would have the car delivered back to me the next day, Xmas eve. He also said he would take out the rear lights he had previously replaced, reseal them and put black sealant all around the rear hatch where the water was found to be penetrating. My car was delivered back to me on Christmas Eve. It is now the end of January 2020. We have had lots of rain and my car no longer leaks. I feel Kevin and crew went above and beyond to put things right. The water penetration was not the fault of the garage but the design of the car, yet Kevin persevered in making the car watertight for me. So, thank you Kevin and crew. Great Job!! Just stay as committed to customer care as you have now shown, and your reviews will all be 5 stars.

Poor service from Dunelm Car Sales they wont do what on the website Lifetime Guarantee applies to all of our retail cars. Buying the car from Dunelm is one of the worst decisions we have made

We bought a car from Dunelm Car Sales with a lifetime guarantee. within 6 months the gear box went they told us to keep driving it as needed to be booked in with 3rd party this was completely the wrong advice and should have been consequently gear box needed scrapping Kelvin then gave a different figure to the 3rd party for the costs we were left with no car for nearly a month and additional costs to pay which we wouldn't have had should the car been taken in sooner And significantly more than was quoted by the 3rd party we purchased a lifetime guarantee from Dunelm - http://www.dunelmcarsales.co.uk/lifetime-guarantee/ however there are restrictions within the terms and conditions e.g. the maximum value they will pay out is £750. This is not stated on the website the following terms are misleading: "unrivaled"- how is it unrivaled - this is unsubstantiated. I have spoken to other dealers and their guarantees and cheaper and also cover to the value of the car. Buying the car from Dunelm is one of the worst decisions we have made. Avoid.

17 days after buying my car here,it developed a slight fault,engine management came on, they offered a free diagnostic and the fault was a blocked fuel filter, there garage mechanic sorted it within an hour, brilliant after sales in my opinion. Thanks

Poor service here! They all smiles when your buying a car but After Service is dreadful! Left with no choice but to book my MOT and Service elsewhere. Left my car at 8.30am as instructed, leaving the keys over the road as they wouldn't be open. But they hadn't realised it was there! I'd called 3 weeks earlier to book it in. Had to collect the car with the MOT unfinished at 4! Disappointed

The salesman was very courteous and helpful. He involved his manager to try to get the best possible deal for me. Between them, they managed to get a deal that was acceptable to me. They made me feel that I mattered.

Stay well away. Dreadful customer service and the car I purchased was a complete pile of junk. Its wheel fell off on the A66! These are nothing but cowboys. I have informed trading standards a full investigation is pending.

They do their absolute best to sneak extended warranties into the paperwork. If you have to buy a car here, read every single word of everything they ask you to sign. Better still, avoid completely. They do have some decent cars at good prices but that's their only saving grace, and probably explains why they're under such pressure to push their extended warranties. The manager, unhelpful and argumentative. The blurb on the website about being delighted to hear feedback, whether negative or positive, is a load of tosh as their response to a fellow reviewer on here demonstrates clearly.

The bit where it says " the dealer resolved issues quickly"is a joke and just outright funny. My problem is not with the car, it's with the garage I bought it from, absolutely disgusting salesman. I have never experienced anything like it in my life, first time getting finance and this garage has totally mugged me off. If you want them to give you a quote and then a week later they change it, then go to DUNELM CAR SALES IN DURHAM! The salesman, said he could match my bank loan, which he did! He then added on a 12 month warranty which I was pressured into buying, later down the week I changed my mind and opted out of the warranty I went to collect the car and the price had gone up by £10 per month, clearly what they have done is kept the warranty on and I'm paying for it but I technically don't have it, The owner quite clearly said that the other guy was an honest guy and he would own up to it if he made a mistake, well he couldn't be anymore wrong. He lied to my face and said "I don't recall saying that price" yes, yes he did but he accused me of lying. It was then by this point out of their control and I had to take it up with the finance company because the garage had already been paid for the car. Baring in mind, he put NO diesel in my car and I broke down 3 miles down the road, he just said "we don't have them facilities" he also made no effort in cleaning my car at all. The absolute WORST garage, and the WORST employees I have ever come across in my life, disgusting behaviour they did not one bit want to help me, all they wanted to do was get MORE money than they should of a 22 year old girl who they knew was their first time doing this and they saw the opportunity to mug me off. Absolutely disgusting and they don't deserve any business at all! They take advantage of vulnerable people and once they have their money they don't give a toss about you anymore, I would not recommend this garage at all, do not waste your time and effort. Horrible staff, disgusting behaviour, not willing to help and just have no intention to help you at all. If you have ever seen someone go so red when they are embarrassed you haven't seen nothing yet, I would love to name drop but don't know if I'm allowed. You shouldn't be able to run a business with staff like that, I would not recommend, robbing employees!!!!!! DISGUSTING PLACE AND PEOPLE. I would love to give 0 stars but it's impossible! STAY AWAY FROM THE PLACE!