Carsa Reviews 

I just drove a round trip of 300 miles to the Durham branch to be told when I got there that the car that I had booked to test drive a '''WEEK'' ago (car registration LM72VUE) was not there. I was told by the salesman that the lorry with my car and others had broken down ''TODAY'' on the way to Durham. So despite me checking with Carsa on WhatsApp on the 11th August and Carsa sending me a reminder yesterday the 12th and another Today the 13th August, - the car was never at Durham at any time.
Am I angry at Carsa’s incompetence? You bet I am. What a disgrace.
On top of all that the person at reception before any problems transpired was very offhand. His welcome greeting was "Are you alright mate?" That may be a local colloquial Durham way of greeting but it is not the way to greet customers. The poor sales person who gave me the bad news, never at any time apologised. Was I offered compensation or even a cup of coffee? The best Carsa could offer was that If I could wait around for a ‘’FEW HOURS!’’ on the chance that they ''MIGHT'' be able to get the car here. They however could offer no guarantee of that happening. Flabbergasted and dumfounded at that point I headed home. What is even more bizarre is that after getting home I found out that they had similar cars of the type in stock that I was looking for. At no time did they suggest that I might be interested in an alternative. What way is that to run a business?
Would I consider Carsa as a good venue to purchase a car? Not on your life and never again will Carsa see any of my money.
I might add that the booking fee of £39.00 was easy to process but has proved difficult to organise a refund. Apparently you have to "APPLY" to get your money back! It should be automatic if they make a mistake. But no you have to apply. I tried doing just that and all you get is the run around as no one is available to speak to you. These people just do not deal straight with you.
The sad thing about this company is that they could be good and the way they trade is a great idea. The apologies made to one star reviews are just useless platitudes. They apologise constantly and say they will investigate internally but nothing seems to change. Try clicking the search facilty for Durham on here and it is embarrassing to read just how bad that branch is. I feel like a fool for not looking at their customer feedback in the first instance.

I was very happy with Steve and russ buying my JAECOO7 and selling me a Audi A6 avant and how they help with everything no pushing and no hassle I was very happy with their service and experience thank you

An extraordinary failure of customer service

My experience with Carsa Gloucester was so poor that I feel compelled to share it.

I travelled approximately three hours by train from South West Wales after taking a day off work specifically to view and test drive a vehicle I had booked in advance.

Despite having a confirmed appointment, the vehicle was not properly prepared and was still dirty. More concerningly, while inspecting it myself, I discovered that the driver’s-side front tyre was almost flat. Staff subsequently confirmed that it had a slow puncture and required replacement.

I was told the vehicle would be ready by approximately 12:30–1pm, so despite the considerable inconvenience I decided to wait.

I returned to the showroom around 12:15pm and waited for approximately 40 minutes without a single member of staff providing an update.

Then, while sitting in the showroom, I witnessed the vehicle being driven around the front of the dealership and colliding with another parked vehicle, causing damage.

Again, nobody came to explain what had happened or apologise.

By approximately 1pm I had been at the dealership for over three hours. The branch manager appeared unaware of my situation until I approached him myself.

At approximately 1:15pm, the original tyre was still flat and I was given yet another delay, with the replacement supposedly arriving at around 2pm.

The eventual “goodwill gesture” offered was £75 off a £12,735 vehicle.

After travelling three hours, taking a day off work, arranging emergency childcare and spending more than three hours waiting for a vehicle that was neither ready nor roadworthy, I found this offer completely inadequate.

I appreciate that unexpected problems and accidents happen. My complaint is about how Carsa handled them: poor preparation, almost no communication, a lack of ownership and an extraordinarily poor level of customer service.

I have submitted a formal complaint and will await Carsa’s response.

Based on my experience, however, I would not recommend Carsa Gloucester and would not purchase another vehicle from Carsa.

Potential customers should think very carefully before travelling a significant distance to this dealership.

Marius was very helpful and helped answer any and all questions I asked and was very friendly

Staff were great helpful friendly understanding car wasn’t charged but paid towards charging

Great service, really friendly and efficient. Would definitely recommend.
Can’t wait to drive my new car home

Jay was fantastic, very helpfull.

At first, it felt like a dream to have purchased a new vehicle from the Portsmouth branch, but then reality kicked in on the eighth day of owning the vehicle. The engine light came on and a message displayed "AdBlue system failure." I reported the matter straight away, took the vehicle to the Preparation Centre in Eastleigh for a diagnostic test, and was told the AdBlue pump was faulty. It took them almost a month to arrange a loan vehicle, and I finally got my car in for repairs after a second warning appeared. It has been there for almost three weeks now for repairs with very little communication following my inquiries, and it seems the urgency to repair the car under their cost is the least of their concerns. It's excuse after excuse, and we're not getting anywhere. Management or customer care could not be bothred to respond on any of the email chain sent over.

Wayne was amazing

Marius has been excellent and very helpful, very happy with my purchase.

Very disappointing after-sales service.
I purchased a car from Carsa Gloucester in April 2026 and took out additional protection products, including Shine/Cosmetic Protection for £449.

I requested cancellation of the £449 Shine Protection shortly after two weeks.Since then, I have spent almost two months chasing Carsa through emails, phone calls and WhatsApp. I was also directed between Carsa and Auto Protect, which made the process unnecessarily frustrating.

Eventually, Carsa confirmed that the £449 refund was valid and asked me to provide my bank details, advising that the refund would be paid within 10 working days or any update. I provided the requested details, but the 10 working days have now passed and I still have not received the refund or a response to my follow-up.

I appreciate that staff have eventually tried to help, but the amount of chasing required for a straightforward cancellation and refund has been very disappointing.

I hope Carsa resolves this promptly and improves its after-sales communication and cancellation process.

Jacob, without a doubt made the whole experience of buying a car made it a joy and explained everything clearly. Also the price was excellent. Would highly recommend Carsa Mountsorrel and definitely Jacob, he deserves a pay rise.

The car arrived without any charge and tyres were low. It was charged a little. There were scratches on the car and wheels which I was told it is a second hand car we cannot sort that. Interestingly attempts were made to sell the package to get rid of these marks. This was not offered on sale of the car.

Brought a kuga from Jorden at the towester branch . He is a fantastic salesman who helped us throughout the journey 5 stars 🌟

Gloucester branch very friendly and welcoming, great communication throughout and Rubel couldn’t do enough for us even phoning on his day off. Thank you for the service.

Very helpful amazing service
A special mention to Harvey and Rosie.
So impressed with how efficient and professional everyone was

Had an amazing experience this evening at Carsa, we reserved a car online to test drive, from the moment we walked in to the moment we signed on the dotted line, Kaelan and Kay were really helpful and informative. Now we are the proud owners of a new Qashqai. Happy days! Thanks again guys!

Very smooth process, really appreciated the WhatsApp messaging service. Callum dealt with us and was a star, very professional young chap. Nice car and all info available, very transparent process and not pushy. Would recommend!

Very good service by Jordan after waiting over an hour and had to approach 3 staff members before being helped. Car lost charge same night now will not start.

Great experience buying my car from Cara today. Marius in the Wolverhampton branch was very supportive from start to finish. Great customer service, I would highly recommend.