Colin M

A disappointing lack of empathy

I was very disappointed by the lack of empathy shown by both the staff and owners of Your Best Car My Lexus car was stolen in March in Sissinghurst and as I was told it was unlikely to be recovered and, as I have a disabled wife and a vehicle is essential, I went to Your Best Car the next day, as I had seen they had an identical car to mine, the same year and mileage. I explained my predicament to them and, although they don’t allow test drives, I agreed to buy the car. Two days later I was informed by the police that they had recovered the car in London. I informed Your Best Car immediately as I had no idea what condition the car was in as I clearly didn’t want to end up with two cars. I picked up the car from the London Police pound a couple of days later and it was fine. I informed Your Best Car that I did not want to complete the purchase but they refused to refund my £1,000 deposit, despite the fact that they only took it off the market for five days. I even offered to pay for any out of pocket costs like cleaning. They failed to tell me at the time of the sale that I could have reserved the car for up to seven days and the deposit would have been repayable as is stated in their Terms and Conditions. It would have been helpful if they had told me about this at the time, in view of my circumstances. During the whole five days I constantly kept Your Best Car informed of the situation. I wrote a letter setting out the full circumstances of my case but haven’t received the courtesy of a reply I have always believed in giving business to local companies but, needless to say, this whole episode has left a lasting bad taste and has done nothing to foster customer relations.