Carzoo 

We are in the surrey area and went around all the local dealers putting the cars in auto trader to work out the mark up that people put on 2nd hand cars, this worked out at somewhere between £1000 - £1750 on each car. Needless to say, NO car is anywhere near the value Autotrader states.

We opted to go through carzoo due to the being a bigger company dealer although they all do the same thing: Conduct mechanical and safety checks and Highlight the imperfections and as they state on their website they will not knowingly sell a vehicle that has “mechanical or electrical faults”.

I turn up (Carzoo Chertsey) on the day 28/01/2024 someone goes through the paperwork, I’m given the keys, the car is inside, and I’m left to “Look” over the vehicle. The key being Left, actually just left. So I look over the car unsure if I’m meant to be popping the hood checking the tyre tread or what, so I go to the counter and I’m asked to sign for it. They open the door and I drive home as it’s the middle of the work day.

Problems:
After getting home and the car being stationary for a little the wife comes home and we head out. When opening the car, we notice an intoxicating smell of cigarette smoke that wasn’t there before, We start the car to notice the radio time isnt set and the radio is in “factory” mode, after some googling it appears that this needs a Nissan scanner in order to be put into consumer mode. So the next day first thing we head back to Carzoo, explain the problem ask them to stick a scanner on it and not just to factory reset the radio as this has been tried obviously as the clock wasn’t set, after 2hr they tell me they have reset the radio and its all working. I explain to them that it isn’t and asked them to go and check again. 45 min later they come back and say that they don’t have a scanner and we will need to book this with “customer services”. I ask about the smell and start to point out some scratches and “dings” that were not in the advert and again im told to talk to customer services and re-assured that its inside warranty it will all be sorted, although they cannot do anything in the branch.

We got a call from Carzoo a couple of weeks later offering to book it in with Nissan to get the car sorted.. GREAT. So we take it off to Nissan for the day and two days later we get it back being informed that the wrong radio is installed for the vehicle and they have carried out a AC clean. They inform me that they have informed carzoo and they are waiting for them to approve the repair.

While we are waiting for this the offside wing mirror starts to Jam then the driver side wing mirror starts to jam, again we raise these the via email.

A couple of days later I then have to log the Air Bag and IBS light on the dash as these are now “not being consistent” with the operation of the car.

Carzoo then call me back saying they have authorised a repair and could I take the car to Carzoo on the 1st of march in order to get the radio replaced. GREAT I think only to have this followed up by a call from Nissan saying carzoo have declined the repair. Clearly looking to fix it themselves to save some money.

Resolution
I drop my car in behind people all with the same complaints, and head home expecting a call to tell me its ready, This call never comes!, 16:00 rolls around and I start trying to contact the centre. Now! you cant call the centre and there is no one on the live chat feature and I’m sitting on hold to customer service till 19:00 at which point I come to the conclusion that they have all gone home, GREAT CUSTOMER SERVICE.

I ask if all the work had been done and im informed the radio is the RIGHT model and no replacement was sent or ordered, (the car manufacturer would disagree) and that they have inspected the wing mirrors and both motors are failing, and all the irregularities of the lights are due to a central unit that "required and update"- this cant be done by carzoo and it will have to go to Nissan.

Now frustrated and angry and without a car for two days with nothing being done we head home…

Although we MIGHT get there in the end, I can state at this point the following
- They will cut corners.
- You cannot get hold of them, and the customer service is non-existent in branch or centrally.
Watch it change once your money has been handed over.
- They will lie give you a run around, who is going to stop them!.
- Almost certainly no one looked the car over before it was brought.
- They will not do anything quickly and you’re lucky if they keep you informed.

The problem is all the above is about a company not the car.. That’s what you should take away.

At least with a bigger company people might be looking for feedback on them. My advice would be try any other company first.

Its a long drawn out frustrating waiting game !
We purchased a car for my son which has had a fault since picking it up. Car is now with audi to fix the fault but has taken almost 8 weeks to get it booked in there. Audi have had the car a week now and still waiting approval for cazoo to go ahead with the work. Still waiting to see if we can get a courtesy car! We had even taking out the extra warranty cover with cazoo but really not sure why ! Calling the help desk has a minimum wait time of 25 mins it seems every time we call. Very frustrating and poor long drawn out customer service.

Re order CZGB3406250905

Day 3 of my car being delivered. Still no call back or email regarding my dissatisfaction.

The promised paint and fabric protection was not applied. This was offered as goodwill for their misdelivery.

I've also emailed and tried to speak to them about an imperfection they failed to advertise, no such luck.

Awful Customer Service
I did a full service by Cazoo on 11 Jan 24, and the staff said all documents record should be in the car. But I can’t find anything at that time, when I asked the staff to get back the invoice and service record, the staff instructed me to call a hotline. They can’t do anything for me.

I am still chasing my full service record by email, by phone and even visiting the branch in person but in vain. After you paid for the service, and just want a record for keeping. This is not the first time dealing with their awful customer service, always no response and lack of communication.

They offered me a price on line. I drove down to them at the weekend to let them have a look over it. They told me there was a leak with the rear diff. I drove it straight to BMW who put it up on the ramp and told me that there was no problem with it. They couldnt find an issue with the car to reduce the price so found mechanical issue that didnt exist to not pay for it. Complete time wasters!!!!!!!

We purchased a Discovery Sport. Alan at the Chertsey centre was knowledgeable, welcoming and extremely helpful. He talked us through the car and how everything worked over a coffee in the showroom.

On arriving home we noticed the parcel shelf was missing, we hadn't noticed in the dealership as the car had been in the 7 seater configuration.

We phoned customer services and Pete was fantastic, helping us to find a replacement to purchase on line and refunding our costs within days.

Would definitely use again

Brought a car from this company had a problem with a dent which was there when we picked it up, emailed that day with pictures 18 days later and more emails I decided to phoned them only to be told not interested. They made silly comments about not being able to see the dent 2 meters away without seeing the car. They have the money so go away. Would not recommend this company

Left without tax due to Carzoo not sending off log book. Husband had to take day off work..

I had to ring carzoo 5 times ( 22.5hrs) in total due to other errors
Terrible company - don’t get involved with them..

They respond and detail what YOU have pushed or made them do like it’s there idea..

Terrible service

KR18FFA

After buying a jag from them it cost me 4k to fix the issues. I would never buy a car from them again!

I had a problem in relation to selling my car last week regarding payment the car was taken by the delivery driver I then received an e-mail from customer service asking me to provide my e-mail and telephone number so they could contact me nothing but silence
Today I have just received a phone call telling me that he will be with me in 20 minutes to pick up the car that they took last week what a shambles

I sold my Toyota Argo 2018 red/black to Carzoo using there online portal which was very easy to use including details of any mechanical issues, paint work current mileage current MOT with at least 3 months to run and current V5 The price was very fair . I had the car collected and drive did all the checks . The money was credited into my account within few hours

Purchased a Jaguar with 20000 miles on the clock. Lasted two month before problems started. Then took them 9 weeks to replace a turbo which didn’t cure the vehicle. After a second attempt the vehicle lasted another 2 month and problems started again. I’ve now had the vehicle nearly a year and I’m no further forward. What a pleasant experience! You’ll be better off walking!

If you buy a car from cazoo the customer service is brilliant if you have a vehicle and it’s Faulty your in big trouble .They don’t answer any calls do not reply to emails mini car currently sitting at chertsey with a faulty gearbox.Failed to contact me attended in person explained I had 2 hours use out the vehicle that’s it the company have done nothing the only way you can get things done is attend there premises BBC watchdog would have a field day with this company

What can I say other than rubbish, customer service. They have know idea, been waiting 5 months for my car to go to main dealership to be fixed angle eye gone new headlight needed, so my car been in bmw Reading since Monday morning, couple of other faults been fixed not costing carzoo anything, now they won’t authorise headlight to be fixed, bmw have my car in bits waiting for carzoo, meanwhile carzoo phone me at work saying my car is ready for collection & it will be booked later at carzoo chertsey. They want me drop it of at my expense, my car mot runs out end of this month, shocking company to do business with,

I was sell my car to carzoo valuation was ok and I book to Northampton to handover .
Paid me same day but car was on finance and now is over 2 week and my finance is not paid of . I train call them every day asking when my finance will be paid and this is over £21k to pay . I waiting hours on the call and disconnect. I n ready asking by email and on line chat to call back no one call me . I asking now immediately to pay my finance as is late and is ready have mark on my credit file as late payment. I think i dont have options as report cazoo to police and trading standard

Wow where do I begin!!
CAZOO YOU HAVE LEFT ME NO OTHER CHOICE BUT TO SHAME YOU FOR YOUR LACK OF ACTIONS!!
my golf R
1) my car was delayed by 2 1/2 weeks due to lack of drivers,costing me money changing all the insurances over again as my car was going to be part ex…no reimbursement..
2) car was finally delivered…Dirty,full of scratches and had various issues..
3) car has a frayed seatbelt and a perished tyre which are both MOT FAILURES!!
My car had a fresh MOT 2 days and 2 miles before it was delivered…they are putting dodgy tickets on the cars!!
4) clutch is slipping badly!! Only done 20k miles
5) customer service is an absolute disgrace!!
I honestly think that chimps could run it better!!
5) after a month of phone calls and empty promises they finally sent a driver to me to pick up my car for repair as discussed with a case manager called Oliver …8:30 am was the time agreed in writing with a courtesy car supplied…1:10pm a driver pulls up with no courtesy car and no clue about the crap that I’ve had to endure with this utterly useless company !!
I am a self employed carpet fitter and having taken the day off today have lost out on at least £300 so WHERES MY MONEY CAZOO!!!
I’m still waiting for contact once again and am genuinely gutted that I part ex my old car…
A word of advice …DO NOT BUY A CAR FROM CAZOO!!!
Disgusting company…

I am extremely disappointed with the poor service I received from Cazoo. I was supposed to have an MOT and service for my car, but never received the call to book a time as promised. When I tried to contact Cazoo, it took an hour to get through to someone, and the representative I spoke to was unhelpful and refused to connect me with a supervisor.

This is not the first time I have had problems with Cazoo, as the first time was when I purchased the car. I had expected better service from a company that claims to be professional and reputable.

I urge others to be cautious when dealing with Cazoo, as their service is unreliable and their representatives are unhelpful. I hope that they can take the necessary steps to improve their service and avoid disappointing more customers in the future."

Followed with the good reviews on Carzoo on the internet, we bought our first car in UK from this store. In addition, we also paid for the waxing for it.
On 5th April, my son from Coventry came to Tamworth to pick us up, we arrived at Birmingham customer service center at 9:00 am , according to the email notification time.
A polite salesman received us in the reception room, soon he came back and said that he found only 1 car key on the afternoon of 4th April ( but we didn't receive any information about this , it's ridiculous !)
He suggested 2 options:
1) We can pick up the car with only 1 key , we can have another duplicate key , it cost £150.
2) They can help us with a new key , which takes 5 working days.
Have no choice, we could only go home and wait. All the activities scheduled for the Easter holiday were cancelled.
Before leaving, we went to the car park to have a look of our car, we found that the car was still dusty and not waxed !
Today is 15th April, we still haven't received any email or phone call to get back the car!
I have contacted Carzoo customer service in the past 2 days , and they just said they are still following up.
We are completely disappointed with Carzoo with this deal and there us no room to complain.

Sold us a broken car was returned within two days….three weeks have not had any contact from returns team despite multiple calls and promises of someone getting in touch. They even acknowledged they broke their SLA and someone should have contacted us weeks ago. Shameful service, this is now actively causing wellbeing issues.

Super impressed with Carzoo! Their service was so good when we sold them a car, we went back the following week to buy one from them!
When we had an issue their customer service was absolutely superb, working very hard to resolve it satisfactorily. Thank you to the team. Would definitely recommend