Mr Townsend

Hi there,

Hi there,

Thank you for taking the time to share your feedback. We're sorry to hear that your experience didn’t feel positive, as that’s certainly not how we want our customers to feel at any stage of the process.

We’ve reached out to request a few more details so we can locate your account and better understand what happened here. Once we have that information, we will review the situation to ensure everything was handled appropriately and to see where we can improve.

Thank you again for bringing this to our attention. We appreciate the opportunity to look into it further.

Best regards,
Inês at Carwow

Hi Mr Townsend

Thank you for your great 5-star review!

I will pass on your feedback to Lesley and Natalie.

Kindest Regards,
Big Motoring World

Hi Mr Townsend,

We regret that we didn't notify you about the vehicle being sold.

We'll review our procedures to prevent this in the future.
Evans Halshaw Customer Services

Hello,
Thank you for sharing your feedback. I'm sorry to hear about your experience. If you'd like to discuss this further, our Customer Services team would be happy to help. You can reach them on 0141 648 1088 or via email at customerservice@arnoldclark.com.

Arnold Clark Team

Hi Brett,
Thank you for your review. I'm disappointed to hear this has been your experience. I've shared your comments with the branch management team. You're also welcome to contact them directly on 0141 648 1088 or via email at customerservice@arnoldclark.com.

Arnold Clark Team

Once again, Mr Townsend, your review does not reflect the correct information. This is the second time within the space of a month that you have left us a negative review - we would say that this one is premature as well.

The reason for this is, you emailed the business at 1:48 am and have been responded to within the same day by our team, who have then emailed again, checking whether you missed the first email as you had then left a review.

We are not sure what you are trying to achieve by leaving negative reviews - previously, we escalated it to a Manager and responded to your request within the review, as you felt we hadn't given you sufficient information in the responses you had received up to that point.

If you would like further assistance, please respond to the email we sent to you or give us a call at 01283732527, option 1 for Sales. We are happy to help and would like to sell you a car, as we would with all our potential customers.

Regards,
Hilton Garage

Hi there,

Hello, and thank you for your feedback regarding the end of your car sale.

We're sorry to hear that you felt there was no option to cancel at the end of your sale. We understand how important it is to have clear, straightforward choices when finalizing a transaction, and it sounds like this process caused you unnecessary confusion and concern.

Every seller on the Carwow platform is absolutely entitled to cancel a deal if they change their mind or if a situation arises after accepting an offer. However, instead of a self-service button on the website, we require sellers to contact our team directly via email, SMS, or phone call to request the cancellation.

This is handled by a dedicated team because we need to properly record the cancellation, notify the dealer immediately, and confirm that there are no further obligations. While we know this step is not as instantaneous as a simple click, it ensures the process is logged accurately.

Kind regards,
Andre at Carwow

Hi Mr Townsend,

We are sorry to see this updated review and that your issues are still ongoing. We are here to help.

We have passed this review on to our senior management team at the branch, who will contact you. You can also contact Customer Services at 0141 648 1088 or customerservice@arnoldclark.com.

Thank you,
Arnold Clark Team

Mr Townsend,

Thank you for your feedback. We’re sorry you felt your question was not answered, though we do want to clarify that the vehicle in question does have a full and up-to-date service history — most recently serviced by Ford on 04/10/24 and again by ourselves on 15/09/25.

We always aim to respond to customer enquiries as quickly and clearly as possible, and it’s disappointing to hear that you left with a different impression. Your comments will be reviewed with the team to ensure communication is as clear as possible going forward.

Kind regards,
Hilton Garage

Hi Mr Townsend. Thank you for taking the time to leave us your review. I'm sorry to hear you've been unable to get things up and running on our Banking App. So we can fix this for you, please give us a call on the phone number on the back of your card. You can find alternative ways to get in touch by visiting the contact us page on our website.
Thanks again and take care - Bethan

Hi Mr. Townsend,

Thanks for your feedback.

We’re really sorry you felt ignored when contacting our sales and documents teams. Our goal is always to support sellers through the process, and if there were any gaps in communication, we sincerely apologize.

You can always reach our customer support team directly on 020 4586 4000 for assistance with any outstanding issues.

Best regards,
Caio at Carwow.

Hello,

We appreciate you bringing this to our attention.

We're sorry you had this experience with our platform. We'll review your feedback to improve our service.

If you need our support, please call us on 020 4586 4000.

Kind regards,
Caio at Carwow

Hi Mr. Townsend,

Thank you for your message, and please accept our apologies that you feel this way.

Having reviewed your concerns with the relevant team, I can confirm that FOW has not gone back on any agreed deal. Our process with Carwow is straightforward: we place bids on vehicles through their platform, and you are free to accept or decline these offers. If Carwow displayed a price expectation that did not align with our bid, this would relate to Carwow’s platform and not to FOW directly.

If you require any further clarification or assistance, please do not hesitate to contact us.

Update:

Hello Mr Townsend,

To be completely transparent we have not "dropped" the price on your vehicle. Carwow have provided an indicative valuation of what you might achieve through their platform and we have offered a price for the car through their trade portal. We have no visibility of their valuation throughout the process.

As you rightly state, we have not seen the car. We only make adjustments if the vehicle is not as described, for example if the car is damaged, missing service records or has been modified. This however doesn't happen very often.

We'll be happy to help you further - if you would like clarity on how our or Carwow's process works then please let us know.

Many Thanks,
Ben
FOW Customer Service Team