Ordered a new Toyota Aygo X at Jemca Bromley and was told it would be a 2-3 month wait. I emailed a week before the ETA and they said everything was on track only to let me know it's being delayed a couple of days before. This was only the first delay and many more followed. At one point they offered me a used Aygo that was available straight away, as if they were doing me a favour. In the end I was given an ETA 6 months after I ordered the car. They called me a week before the date to say the car is there, asking if I could come collect it the following day. The evening before the collection day they emailed me a long list of documents I needed to send over for the finance (which I was told had been approved long before). After 6 months of waiting and replying to their emails asking them if they need any documents, they sure picked their moment. I didn't have one of the documents they requested, which meant that I spent an hour making phone calls and looking through emails on the day of collection, while on the way to the dealership. The best part was the attitude - the sales transaction controller, Charlene Wright, was condescendingly telling me I should have these documents readily available "in a folder with important files". Her excuse for this delay was that the finance department only requests these documents the day before collection so that I don't start payments too early, which looking back sounds like utter bullshit. Regardless, as I'd said to her, I am not the first customer who is being asked to provide these documents so they could have given me a proper notice to have them ready just in case. They had 6 months for that too. When I got to the dealership, I spent another 2 hours or so waiting for the documents to be processed. Because of the distrust I had in them as a customer, it made for a very stressful day looking over documents and making sure everything was fine. I was sent a confirmation email for a HP finance instead of PCP, I had to sign some documents again because they printed the address wrong, I had to clarify things 10 times over and it was just an exhausting experience overall. I am not unreasonable and was actually too patient throughout the process, which I think made them not take my complaints too seriously. I understand delays happen and there are circumstances out of the dealership's control. Had they been upfront with me there would have been no problem. But in their case it seemed like everything was out of their control. They didn’t take accountability for anything - not the delays, not the lack of communication, not the late notice for the documents. I am actually wondering what their job actually is, because if being clueless and passing on the blame is all it takes I might just apply too. I have never had to deal with such unprofessional people. Would I be this careless in my profession, I'd be unemployable. They were clearly completely disorganised and what's worse is their nonchalant attitude about it. I think they actually don't really see anything wrong with the way they operate. As proof, the customer consultant that I dealt with the whole time, Mickell Thomas, had the nerve to suggest I leave them a "9 stars and up" review. I was supposed to be happy to buy my first car and drive it home but really I was just happy I don’t have to deal with these amateurs again. I even bought air and oil filters to service it myself because the warranty is not worth putting up with them. I had little contact with the other departments at the dealership but they were all great, the sales team really drags the whole place down and they’re meant to be the interface between the customer and the brand.