Three Attempted Purchases – Observations and Lessons Learned
First Attempt – Cannock Branch (Price Discrepancy and Reversal)
We contacted the Big Motoring World sales team to request a price match between two identical Tesla Model Y Long Range vehicles in white, both located at the Cannock branch. One vehicle with 36,000 miles was listed at £22,500, while another with 38,000 miles was priced at £23,500. The team advised that the lower-priced listing was a pricing error but confirmed it would be honoured for the customer who reserved it.
Later that day, the £22,500 listing became available, and I reserved the vehicle immediately before travelling to the branch. Upon arrival, the advisor (BJ) informed me that the price was £25,000. After escalating the issue and presenting screenshots of the reservation and website confirmation, BJ consulted with his manager, who agreed to honour the £22,500 price. However, shortly after, BJ was called into the office and returned to inform me that the manager had reversed the decision following a call to head office. The final offer was £25,000, which I declined due to better-priced alternatives elsewhere.
I would like to acknowledge BJ’s professionalism throughout the process. He handled the situation with transparency and courtesy, and I fully understand this was beyond his control.
Second Attempt – Cannock Branch (Vehicle Relocation Without Notice)
We reserved another Tesla Model Y at the Cannock branch and visited later that day to inspect the vehicle. After a 30-minute wait, we were informed that the car had been relocated to the Norwich branch. No prior communication was provided regarding the move, and the lack of customer consideration was disappointing.
Third Attempt – Norwich Branch (Positive Interaction but Vehicle Issue)
Despite previous setbacks, we travelled three hours to the Norwich branch to view the previously reserved Tesla. We were welcomed by Jaden, whose customer service was exceptional. He demonstrated a level of professionalism and care that should be a benchmark across the company.
After a test drive and completing the paperwork, we noticed that Autopilot was unavailable. While attempting a software update via mobile hotspot, I discovered a hairline crack in the glass roof, which was not immediately visible. This issue led to the cancellation of the sale. Apologies were offered by the branch manager, Damian, but no price match was provided for similar vehicles in other branches.
Conclusion
Across all three attempts, the experience has been inconsistent, with moments of excellent customer service overshadowed by operational and communication failures. While individual staff members such as BJ and Jaden demonstrated professionalism and integrity, the overall process lacked reliability and transparency. These experiences have led me to reconsider future engagements with Big Motoring World.
Reply from Big Motoring World
Hi Kacper,
Thank you for bringing this matter to our attention and expressing your dissatisfaction with the service you've received from Big Motoring World. We apologise for any inconvenience or frustration caused by the issues you've encountered with us.
Our pricing system is designed to be fair and transparent, reflecting real-time market values. I also apologise for your concerns about the vehicle's condition. I will pass on your feedback to the relevant management teams for this to be reviewed internally. Additional training will also be provided where necessary to ensure we provide a better service going forward.
Kindest Regards,
Big Motoring World
