Rimma

Extremely Disappointing Customer Service

Extremely Disappointing Customer Service During a Difficult Time We experienced appalling customer service while trying to arrange the return of a leased vehicle following the death of my mum’s husband. My mum visited Mazda Coventry to sort out the vehicle collection and was told to contact the finance company. She was given a phone number, which later turned out to be incorrect. Upon returning to the dealership for further assistance, she was taken to a separate office where a gentleman acknowledged the previous mistake and offered to help. He called the correct number and sat waiting on hold with her. During this time, she asked to speak to Paul, the salesperson who had sold the car to her late husband. The gentleman said Paul was currently with another customer. She then remarked, “When you’re selling cars, things move quickly—unlike when trying to resolve issues like mine.” At that point, the gentleman asked her to repeat what she said, and after she did, he abruptly ended the call and said, “I can’t help you anymore. You’re wasting my time—I can’t sit here all day. You’ll have to go home and make the call yourself.” He also noted that he knew her late husband and that he had purchased several cars from them. To clarify, my mum’s husband was a loyal customer, having bought four brand-new Mazdas from this dealership. This treatment was not only disrespectful but completely inappropriate, especially considering she is grieving and trying to manage practical matters following her husband’s passing. This is not how any customer—let alone a bereaved one—should be treated.