Car Planet - WatfordReviews 

Hi Folks,
I bought a Kia Sorrento june 25th took it to my local garage to have it checked over, he said i needed all new brakes and although he would have passed an MOT as advisory some other garages may have failed the MOT because of the state of the brakes.
The cost of new brakes just under £1000
Please see pictures attached including my right to reject the car under the sale of goods act 2015
I have communicated this to the after sales service including proof of cost and photo's.
Please don't be surprised that they are not even responding back to me. I did even say apart from brakes i like the car
As they have even refused to respond to my reached a Deadlock letter i am now having to pursue this through a third party.
If you do still want to buy a vehicle from these people you will properly understand there way of doing business when they will spend so much more time on persuading you to buy their very expensive warrenty than details of the car or any after sales CUSTOMER SERVICE.
I am sorry to say they are a case of SALE & FORGET, which i fell for.
Please be warned get the car checked before you buy, but i doubt they will let you.

I visited this dealership to view a Mitsubishi that was listed as available online. However, when I arrived, I was informed that a deposit had already been taken on the vehicle. It would have been courteous to let me know before I made the trip, which would have saved me both time and inconvenience.

Instead of acknowledging this, the salesperson repeatedly tried to persuade me to look at other cars that I had no interest in. I felt pressured rather than assisted, which made the experience uncomfortable.

When I explained that I wanted to discuss any purchase with my wife before making a decision, the salesperson made inappropriate comments, suggesting that “wives never agree.” I found these remarks unprofessional and unnecessary.

Overall, this was a very disappointing experience. Poor communication, high-pressure sales tactics, and inappropriate comments left a negative impression. Unfortunately, I would not recommend this dealership.

Everyone at Car Planet were great to deal with but an extra thanks to Aljon there who is a lovely person to deal with. Very professional, friendly and not pushy. If anyone is too pushy I simply wouldn’t trust or buy. Car Planet is a great place to view and buy cars.

I enquired about a car through the website and, within minutes, received a call from the team at the Watford branch to arrange a viewing. I booked an appointment for later that same day, but was then informed that the car wasn't actually ready to be viewed as it was still in the preparation centre. I was told it would be available the following day instead.

In the meantime, I found another car I was interested in and was told I could view that one during the same visit. However, when I arrived at the dealership after driving for over an hour, I was informed that the original car was still in the preparation centre and the second car had already been reserved. It was disappointing that nobody contacted me before my appointment to let me know that neither vehicle was actually available, which would have saved me a wasted journey.

The dealership itself seemed quite hectic, but I do want to credit the sales representative, who was very helpful. He took the time to find alternative vehicles that matched what I was looking for and arranged test drives, which I appreciated.

I decided to place what I was repeatedly told was a "fully refundable" £250 deposit to reserve one of the cars, as I was advised that vehicles were selling very quickly. I arranged to return at the weekend with my brother, who is a mechanic, so he could inspect the car before I made a final decision.

The following day, after seeing another car advertised on their website that I preferred, I called to ask if I could transfer my deposit to that vehicle instead. I was initially told that the car had already been reserved by another customer. However, I was then told that the reservation was due to expire that day and that, if the customer didn't go ahead with the purchase, my deposit could be transferred to it. Around 15 minutes later, I received a WhatsApp message confirming that my reservation had been transferred to the new car. I was then informed that this car was still in the preparation centre and wouldn't be ready for another six days. This left me feeling very confused. If the car wasn't going to be available for nearly a week, it didn't make sense that another customer was supposedly due to complete the purchase that same day. It was another example of the conflicting information I was given throughout the process.

Before returning to view the car, I found another vehicle elsewhere that was a better fit for me and much closer to home. I called to cancel the reservation and request the return of my deposit. Initially, the person I spoke to understandably tried to see if they could keep my business, but once I made it clear I had decided to buy elsewhere and was thanking them for their help, I was abruptly transferred to another member of staff.

I was then put through to the sales representative I had originally dealt with. When I explained that I no longer wished to purchase the car and wanted my deposit refunded, I was told it was only refundable if I decided not to proceed because of a mechanical fault, which would then have to be confirmed by their own mechanic. I was also told that one of the reasons they could not refund my deposit was because they had removed the car from their website while it was reserved, meaning they had potentially missed out on selling it to other customers.

This explanation didn't match my experience. Between placing my deposit and requesting to cancel it, I checked the website several times and, at no point, were either of the cars I had reserved removed from sale or marked as unavailable. Both remained advertised with the option for other customers to place a deposit, making this explanation difficult to understand.

This was also completely different from what I had been told before paying the deposit. I had specifically asked several times whether the £250 deposit was fully refundable and was assured that it was. After several minutes of discussion and a brief wait while the salesperson spoke to a manager, I was eventually told that my request to refund the deposit would be approved.

Overall, the sales representative I dealt with in person was friendly and helpful initially, but the experience was let down by poor communication, wasted journeys, repeated conflicting information about vehicle availability, and inconsistent explanations of the deposit refund policy. At the time of writing this review, I am still waiting for my £250 deposit to be returned. I hope the refund is processed promptly, but the overall experience has unfortunately left me with very little confidence in the dealership.

I held back from leaving a review because my car went into the garage just three days after I bought it. But now I feel people should know about my experience.
I first enquired about a car in the last week of May and kept receiving calls asking when I would come to view it. After comparing prices, I found a car at Car Planet Watford. My friend and I travelled all the way from Birmingham to see it.
Unfortunately, my experience started badly. The salesperson assigned to me had no idea whether the car was even available, even though it was parked on the forecourt. After the test drive, I found out the car only came with one key, which was another disappointment. When I checked the key to make sure it wasn’t damaged, the salesperson rudely asked, “What are you doing?” I was simply making sure everything was in order before spending my hard-earned money.
Once I agreed to buy the car, I was repeatedly pressured to purchase an extended warranty. I declined because the car already came with a six-month warranty. After I refused, the manager sitting next to the salesperson made an inappropriate facial expression about me, which I clearly noticed. I mentioned it to the salesperson, but he didn’t seem to care. At that point, I completely lost confidence in their customer service.
The after-sales service has been even worse. They act helpful before the sale, but once you’ve paid, it’s a completely different story. Try calling their after-sales team yourself and you’ll see what I mean. I have screenshots showing call waiting times of over an hour, and on several occasions the call was disconnected after I had already waited 30–45 minutes. It makes you wonder whether they’re overwhelmed with customer complaints or simply don’t have enough staff.
To make matters worse, the engine warning light came on just three days after I collected the car. The same issue happened again within a month. Now they are refusing to repair it under the warranty, claiming the mileage is too high. I bought the car with 47,320 miles on it and it currently has 49,792 miles. A car is meant to be driven—how else are you supposed to discover faults?
I spent my hard-earned money expecting a reliable car and decent customer service. Instead, I’ve been left with repair bills and a company that doesn’t seem interested in helping.
My advice is simple: think carefully before buying from Car Planet. Read reviews across different platforms before making a decision. I regret this purchase and hope others don’t have to go through the same experience.

Very good service. Answered all my quesitons

Having seen a polished advert on auto trader for a 2019 black £20,000 Audi it seemed worth the 300 mile round trip to Watford. It was exactly what I wanted. I was in a position where I could trade in an older Audi or pay cash and sell it privately, either way not interested in finance. I saw the 4.8/5 review on Google & although didn’t expect it to be like an Audi dealership I thought it would be a reputable set up. I paid £99 online to reserve the vehicle and made an appointment for 11:30 the next day to see and test drive the car. I arrived to see an unkempt building & dodgy types in high visit jackets stood scratching their heads ‘repairing’ a car. The receptionist asked if I would be part ex’ ing my car asking for the keys. I said it was an option, but that I hadn’t seen the car yet so it was a bit presumptuous. I gave the keys and was introduced to Janusaan Jeyachandran, a relaxed slim chap gliding around in a suit. ‘Janu’ took me through to a call centre type office which was a chaotic din. He brought up a ‘we buy any car’ valuation on my vehicle which was below what I had researched. He said he might be able to ‘move on that’ but decisions are made by buyers off site. He seemed quite nonchalant, reluctantly getting me the coffee that HE offered. He asked me to wait in reception whilst he brought the car around for a test drive. I waited ages, standing outside before he appeared saying it’s an hr away & to get some lunch at the pub opposite. I wasn’t happy, nor hungry & told him I expected the car ready. He said it was with the ‘director’ who only uses the nice cars on the books. I waited more. He then said it would be 3 hours! I got my keys back from reception explaining that it was a shambles of a set up and I don’t know how they were in business. He said ‘ I’ll see what I can do’ I said unless he could teleport the car there I was off and got in my car (which they had mysteriously moved) he then called to say it was on its way within the hour, saying he wanted to see me drive away in a new car and even asked if there were any other cars I was interested in! I waited 45 mins more in which time he and another colleague with a limp handshake introduced to me as a ‘director’ took me in and gave me another coffee explaining the service packages available. Basically they don’t offer a warranty at all - asking you to pay thousands into an RAC repair plan - he even showed me a spreadsheet with lots of claims made and the amount paid - as though that is a good thing! The message I got from that was that a lot of their cars need repair after sale!
The car arrived and was dirty on the outside with bird poo which had been there a long time. The badges on it had been hand painted to match the colour of the car and the tyres / car weren’t as good as the photos. I saw the towing eye cover was missing.
By this point my research showed me that the car had failed its last two MOT’s on an engine management fault and clearly the previous owner has got rid. It had also been with car planet untaxed for 2 months… it was a lemon. I still drove it for the experience of driving one and once we got back I made my excuses and left but they were not happy I’d not left a deposit and followed me out to my car… I was relieved to escape . Please read the other one star reviews and do yourself a massive favour and give it a miss. I am skeptical as to whether any of the reviews above 3 star are genuine. I don’t expect to get the £99 reserve fee back given how these guys operate and considering I’ve averted serious further expenditure and heartache I consider that a win! I look forward to the response on here which will be ‘we are so sorry to hear about your experience’ etc… makes me laugh. Not a professional set up at all. They clearly buy problem cars on the cheap and need shutting down and quick.

The start of the process was easy and the salesperson was relaxed and happy to handle all my questions. I then went away after placing a deposit and got an additional inspection on the vehicle which highlighted some elements they hadn't picked up, and some repairs/replacements they'd done to not a very high standard. They were difficult to communicate with at this point but open to being reasonable around some of the identified issues. Mainly the communication was just very poor and unprofessional, everything got a bit delayed and I was chasing then suddenly they call me up and say I've got to get the car today as it's the end of the month, despite having days left of my deposit hold. Turns out the salesperson's numbers were done on a monthly basis and she wanted it gone, all just a bit hectic and unprofessional. Then turned up to my agreed appointment to pick up the car and the poor person doing car handovers was completely overwhelmed, we ended up being there over two hours before getting an unwashed car. Just hectic and clearly pumping out sale after sale. When we were waiting for the car I saw some of the worst sales techniques I've observed of incredibly pushy young men trying to get people to buy extras. Just be aware, the service you're getting is from a company with a culture based on churning out cars. The prices are incredibly reasonable but they clearly get a lot of commission from the extras.

Would I buy from them again, yes the prices are great, but I'd go ready to buy that day so I didn't have to handle their comms, and ready to bath off extras sales attempts.

Hi Car Planet After Sales Team,

Looking at the reviews below, you appear to respond very promptly to issues raised publicly, seemingly to demonstrate your efficiency as a company. Perhaps you would also like to explain publicly why you have failed to respond to any of my attempts to contact you.

I emailed Kleo on 9 June, 15 June, and 23 June, yet received no response. I then escalated the matter by emailing Cara Murphy on 29 June, followed by another email on 1 July. Again, I received no reply.

I also called on 30 June and, after being kept on hold for a considerable amount of time, was assured that a message would be passed to Cara Murphy and that she would call me back before close of play that day. No call was received. I followed this up with another email on 1 July, and as of today, I am still waiting for any response by phone or email.

Perhaps you would be willing to respond publicly on this platform and explain why my repeated attempts to contact your after-sales team have been ignored, and why you are refusing to honour my two rejection letters relating to the vehicle I purchased.

I am more than happy for your response to be public, as I can provide evidence of every email sent, every telephone call made, and the lack of response I have received throughout this process.

I had hoped this matter could be resolved amicably and privately. However, your continued failure to engage with me or discuss a resolution has left me with little choice but to raise my concerns publicly. The responsibility for this situation now rests entirely with Car Planet.

Based on my experience, I would encourage anyone considering purchasing a vehicle from Car Planet to proceed with caution and carefully consider the level of after-sales service they may receive if problems arise.

Very organised and helpful.
I recently purchased my first car, and Nouh made the entire experience exceptional. As a first-time buyer, I initially felt overwhelmed, but he turned what could have been a stressful process into something smooth and easy. Nouh was patient, professional, and consistently available whenever I had questions.

What stood out most was how he handled all the paperwork and guided me through each step from beginning to end. He explained everything clearly, ensured nothing was missed, and made me feel confident throughout the journey.

I highly recommend Nouh to anyone looking to buy a car—especially if it’s your first time. His expertise, professionalism, and genuine willingness to help truly made a difference. Thank you, Nouh, for making my first car purchase such a positive experience.

I liked the car by appearance and it was meeting my needs. The salesman was nice, no issues.
During purchase I as for the vehicle maintenance history and they said all online and he gave a print out of it. My car is from 2023 January from Toyota.It was showing next service in February 2027.
When I checked with Toyota the car has only done minimal maintenance and guarantee expired.
I emailed them, no reply. Phoned the salesman , he promised he will help. Somehow they phoned didn’t offer any help. They said they checked the car before sale and no further help.
After sale department line looks like a fraud line. They never answer the call. I have proof in my I phone the time I was holding on queue for than one hour and I dropped the attempt at last.
After two weeks of sale I noticed boot makes creaky noise and one of the rear seat parts coming out. Again I contacted them, no help at all.
They have cars, it’s all your luck if you get a good car or not. After the purchase they won’t answer the call, they won’t give any help to sort out.

After experiencing such a poor service and leaving a bad review, I received communication from Mashrur from support, who immediately dealt with my deposit refund. He communicated with me instantly through email and arranged for my deposit to be refunded. Instead of waiting the usual 3to5 days, he arranged for same day payment, which was received in my account almost instantly. I would still not recommend this company for purchasing a car, but I am happy to give Mashrur a 5 star review for how he dealt with the problem today.

Car planet made an error on our v5c which i have had to pay to rectify the error. Was told by car planet i would receive reimbursement if i send in proof which i did. I have made several calls & emails to them to just be ignored and out of pocket. Once you get the car from them they just leave you hanging and want nothing to do with you

Initially buying the car was reasonably pleasant, the staff member was pleasant and accommodating allowing us time to view various cars. On purchasing the car it is very obvious that the real money is made on the aftermarket warranties, paint protection, etc.
Initially I said I would pick the car up the following weekend. However it was month end and targets had to be met so I was offered free delivery. Fine, no problem, we live on the opposite side of London. Up until I paid the invoice staff were easy to get hold of.
Come the day of delivery phones were either not answered, or if they were a call back was promised and never happened.
By 6pm we'd given up hope of seeing the car. We even considered trekking over there to try to claim the car.
6.45pm and we receive a call asking if we were someone else. Eventually we sorted out that they were delivering the car and it was the right one. The car did arrive safely with a pleasant driver and all was OK.
So far the car seems fine. It was washed, but not very well.
The whole experience was stressful and took the shine off getting a new car.
Hopefully, considering this experience and the numerous complaints we have since read, we never have to deal with their aftersales department and this is the last time we'll have to deal with them. They've learnt well from CarGiant

They are ok until you have bought the car then they couldn’t care less.

Avoid Car Planet — one of the worst customer experiences I’ve ever had.
I bought a car from Car Planet on 15 June, and after reaching home, I discovered the central locking didn’t even work. I immediately returned the car the next day expecting them to take responsibility, but instead I have been met with complete silence.
Since then, there have been no updates, no phone calls, no emails, and absolutely no effort from the after-sales team. I requested a refund and yet again I was ignored. They have my hard-earned money, and I’m the one left chasing them for answers.
Selling a faulty vehicle is bad enough, but the way they have handled this afterwards is completely unacceptable. I have two children and need a reliable car for everyday life, including school pick-ups, but Car Planet seem to have no understanding or concern for the stress and inconvenience they have caused.
A company’s true character shows when there is a problem — and Car Planet have shown a complete lack of professionalism, communication, and customer care. Once they had my money, the support disappeared.
I would strongly advise anyone thinking of buying from them to think twice. A car purchase is a big decision, and you need a company that actually stands behind what they sell — not one that ignores you when things go wrong.

Four weeks ago the finance company upheld my son’s 30- day rejection after he was sold a car by Car Planet Watford with multiple issues, including a massive hole in the sill. He was told Car Planet would be in touch to arrange collection of the vehicle so the winding down of the finance agreement could be completed. However, Car Planet have so far failed to provide a date for the vehicle to be collected. Terrible customer service. Clearly dragging their heels now. Shocking and should be avoided.

Huge huge thank you to Yassin. He excelled in doing everything and more in providing us an outstanding experience and getting us our dream car at a great value!

The salesperson was very helpful and answered all our questions honestly and was very patient.

Customer service also was very helpful.