Thomas B

Highly recommended team
I dealt with Jayden, Zach and Hannah and they were really empathetic to my situation. Hannah arranged a hire car for me and Zach got the other insurer to pay out for my write off. Really made a stressful situation simple.

Where do i possibly start.

I first placed an order with Cazoo on the 15th feb 2021. after seeing loads of adverts & POSITIVE REVIEWS i thought id have a nice easy experience buying a car. I saw a car I liked lisited for just short of £10,000 so I went ahead with the purchase.

It all seemed to good to be true. after my part ex finance & deposit being accepted within 20mins I thought wow this company really are that good. i selected my delivery date for the 2nd March two weeks after my order so i could sort out insurance quotes etc.

I then followed up with Cazoo a couple of days later to just make sure everything was okay... they said yes everything is in hand on their end & that there shouldn't be any problems.

THIS IS WHERE EVERYTHING WENT WRONG!!

I received a phone call from cazoo on Sun 28th feb (LESS THAN 48HRS BEFORE DELIVERY) saying that they found a problem with the car. Straight away I said the Cazoo website states all cars go through a 300 point check prior to being lisited so why has this suddenly only come up now!!

The lady who called me didn't have an answer to this. Was told there was an issue with the on-board satnav ) she said it was booked into the garage for the following day and that she would call me back later that day to give me an updated ETA.

The following day came around & by Mon 14:00 i still never heard anything so i called up cazoo to ask for an update was told it was "with the dealer as we speak and that we should get an update soon" at this point I was getting slightly worried so I asked if the satnav was literally the only problem

THIS IS WHERE IT GETS INTERESTING

I was told no its not just the satnav problem but the wipers were inoperative & the dipstick is stuck in the engine!! But I was already told this the day prior (TRUST ME I WAS NOT)

When I heard this I was fuming because not only did they have 2 whole weeks to figure out the car was faulty but they also WITHHELD this information from me

( trading standards would have a field day)

Most would cancel the order their & then BUT I gave them one last chance to have the car fixed Wed 3rd. I called up at 10am that morning & guess what ...

THE CAR WASN'T EVEN WITH THE DEALER - CAZOO STILL HAD IT

Once again I was lied to saying the dealer was fixing it when obviously that wasn't the case. Every time id ring up id be promised updates but this would never happen

At this point I said i want to cancel/change the car but I was told id have to go through another credit check which would affect my credit score but was given the option to wait for a guaranteed update later that day

BASICALLY PUTTING ME OFF SO THEY DON'T LOOSE OUT ON AN ORDER

I was Naive enough to take their advice & wait once again. This time i did get an update at 19:30 that evening ( just before closing time convenient right )

I Had enough at this point so the following morning as soon as they opened i demanded to cancel my order & was basically told to wait for diagnostics results I hung up called again and asked to speak to manager

( YOU'LL BE LUCKLY TO SPEAK TO A MANAGER IF REQUESTED AS TOLD " THEIR IN MEETINGS")

At this point I was so desperate I called up BlackHorse the finance comapny to see if they can help as my finance agreement was live at this point but I hadn't received the car!! They were also trying to chase Cazoo with no luck

3PM that day ( 5 days after the issue first presented itself I managed to get a hold of a manager ( Chloe )
I explained the situation and was apologised to explained I wanted to cancel she said that's fine but if you stay with us well give you a free year warranty to which i agreed.

In all fairness Chloe went out of her way to help she emailed me similar cars so i then placed an order for the second car.
However i did have to wait 8 days to receive my deposit refund as Cazoo couldn't transfer it over luckily for them i had enough for another deposit otherwise there wouldn't have been no second order.

I had to go through the whole process again finance,part ex, deposits
TO THEN HAVE MY FIANCE APPLICATION DENIED DUE TO THE ONE OUTSTANDING ON THE FIRST ORDER

I REALLY REALLY HOPE THAT DOESN'T AFFECT MY CREDIT SCORE

Luckily Cazoo had a second finance company who accepted my application about an hour later after yet more phone calls.
This was done within 2hrs and then sorted collection out for 3 days later.

GUESS WHAT?

Finance documents came back with the wrong price trying to charge me over £70 extra a month. This was rectified but if that wasn’t bad I received a call on the sunday once again less than 48hrs prior to delivery saying they found a scratch on the rear bumper and it needed repairs. which delayed the order by 2 days. ( was given £200 for this issue eventually)

I could see the scratch easily on the photos listed how can they miss it??


57 PHONE CALLS
24 EMAILS

GOT THE CAR IN THE END THANKS TO IIlona rushing the ops team

MOST STRESSFUL EXPERIENCE

THESE 300 POINT CHECKS CLEARLY NEED WORKING ON

The rewards you can earn if you drive in a safe manner are fantastic up to £62 quarterly in gift cards and a potential 33% discount of your next policy is amazing. The only set back of this policy would be that if you work night shifts and have to drive to work you would be marked down on your score for just driving between 11pm - 5AM meaning you earn less bonuses even if you are driving safely!! There is no leeway to this which I find very unfair. Prior to driving at night I had a score of 9.9/10 after driving twice late at night my score dropped to 8.6/10 even though my score for speed and smoothness was a 10. However I would still recommend this as a good starter policy