Markus

Disappointing experience

I had a very disappointing experience with Martins of Camberley regarding a 24-hour test drive booking for a Volkswagen Tiguan. I booked the test drive on Thursday 22 January for Wednesday 28 January at 9:00am and arranged time off work specifically for this. At 8:30am on the morning of the appointment — just 30 minutes before it was due to start — I received a call to say the test drive had been cancelled because the vehicle had apparently been sold overnight. I find this explanation hard to believe, but regardless, cancelling at such short notice shows a complete lack of respect for a customer’s time. I was given no alternative vehicle, no meaningful apology, and no attempt to resolve the situation. This test drive was booked for a genuine reason. I previously owned a Volkswagen T-Roc and am now actively looking to purchase a hybrid vehicle, having owned a hybrid Range Rover in the past. The Tiguan is exactly the size and type of car I am currently in the market for, so I am a serious potential buyer. Unfortunately, this experience made me feel that my custom was not valued at all. I went out of my way to accommodate the appointment during a busy working week, and the way this was handled was poor. There are many other brands offering similar vehicles, and this experience has made me reconsider where I spend my money. I would expect far better customer service from a Volkswagen dealership.