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118 reviews from our car dealer reviews community
Leave a review for Cazoo
Leave a review

118 reviews from our car dealer reviews community

Leave a review for Cazoo
Leave a review
"Literally terrible "
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Sold me a mouldy car with a broken gearbox and a leaking roof. Have had the car for 10 weeks, not provided a courtesy car, are now ignoring my emails, and have given me no information on when my car might be returned to me, all while refusing to discuss compensation, refusing to cancel the PCP, even refusing to send me images of my own car.

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"Sold car with undeclared accident damage"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Cazoo sold me a Jaguar XF which was delivered on 18/10/23. It had 4 'minor' faults (although one was a critical safety issue, as the front passenger door did not open from the inside - a safety issue in an emergency). It took Cazoo exactly 100 days (over 3 months!) to resolve these 'minor' issues. Worse than that, when the car was in for these repairs it was found that there was water ingress into the lower rear chassis, with water collecting in the battery compartment (which on the XF is a 'well' underneath the boot floor). In stripping out the interior trim of the boot to try to find the cause of the water ingress the garage found evidence of previous accident damage and repairs to the rear of the car. This looks like a significant previous rear end impact and repair. Damage that was not disclosed to me by Cazoo at the point of sale. Cazoo have been a nightmare to deal with over this. During the time attempting to get the initial known issues resolved they made numerous promises of 'prompt call back' by their aftercare team, which never happens. There have been over 60 emails back and forth with Cazoo and I am still sitting with an unrepaired accident damaged car still leaking water into the battery compartment. On 26th February Cazoo indicated that they would prefer to take the car back and refund it (rather than refund it and compensate for the lower value of the car now the previous accident damage is known). They agreed to arrange to collect the car and to process the refund, providing me with evidence of the refund leaving their bank account before driving the car away. Unbelievably, they have now told me by email today that they are now reneging on that promise too and cannot refund at the point of collection! (Imagine if when buying the car I asked them if I could drive it away and pay later!!) Five months on from buying the car I have now had to threaten legal action if they do not now act to resolve this quickly and acceptably. There are lots of good reviews for Cazoo on TrustPilot, so I assume that they must sell lots of cars with no issues. However please be warned that if anything goes wrong (based on my experience) you will be in for the worst customer care experience of your life, weeks and months of delays in putting things right, and failed promises from this unreliable car seller.

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"Worst customer service"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

After purchasing a car, I received one day before delivery a phone call that they experienced a technical issue. According to "Harry" a warning appeared on the dashboard display. He confirmed that the car will be checked in a garage and he will call me back with an update. I never received a call back and spent hours on the phone trying to get through to the customer service. Every time I was able to talk to somebody, I've been promised that I will receive a call back with an update. It never happened. Customer service in none existing after payment is made or a problem happened. The car was supposed a gift. At the end I had to cancel the purchase and chasing my money. Never ever again I would use Cazoo and I would warn everyone to stay away.

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+1 Found this review helpful
"Not helpful after massive fail"
1.6 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

We had reserved a car on Sunday with Cazoo around 1 PM, and were advised that we had until 6 PM on Tuesday to purchase the car. Having received an e-mail from Cazoo to confirm our reservation, we rushed to sell our car to meet the deadline. As soon as our car was sold and we had cleared funds to purchase the car we had reserved, which was around 2 PM on Tuesday, we phoned Cazoo to complete our purchase. After a long wait, our call finally got answered, and we were advised that the car had already been sold to someone else. We asked how it could have already been sold, as we had been advised that the car would be held for us until 6 PM. We were then told that the reservation was just for 48 hours, and that it had expired, even though we had been told otherwise by their employees when we reserved the car. Being dissatisfied with the situation, we asked to speak to a manager. Dan, the manager we spoke to, did not offer any resolution for the issue, just saying that the staff had wrongly advised us, and only offered free car paint protection worth £299 as a good will gesture. We saw a similar more expensive car, and asked whether he could do something about the price of the car as a goodwill gesture, but he was not prepared to budge. This is not the way to treat a customer who has been let down through its own errors. The least Cazoo could have done is offer us first refusal on the car before selling it to someone else. Instead they failed to honour their word and did nothing to address the disappointment and inconvenience caused.

"Don't buy a car from cazoo"
1.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I in good faith bought a car from the cazoo website in the knowledge that surely there's no way the car wouldn't have been serviced or mechanically tested and looked over before being put on the website. I saw the noted imperfections and it was fine. I booked to pick the car up on the only day and time I could do as I had the day off and can only travel to work as a nurse with a vehicle which i didn't have. I traveled around 125miles on the train to Bristol, a city I have never been to only to arrive and be told the cars gear box is faulty. My anxiety and stress went through the roof. I was visibly distressed as a young female stranded 125miles from home no idea where I was and without transport not only home but for work either. I was then told I could claim £30 per day for travel. There was no specification on what kind of travel from that day the 8th of Feb for 7days. I'm no mechanic but I'm not stupid either. An issue with a gear box does not happen overnight and was clearly missed with whatever inspections the car was supposed to have before being advertised on your website. The dealership reluctantly gave me a courtesy car with minimal petrol so I filled up the tank to then drive 125miles home and get on with my week. To have constant stress and anxiety about whether I can actually have my car in a week's time. I received no communication when I was told I would hear by so I had to take time out of my day to call and enquire. I then had to drive another 125miles with my heart pounding with anxiety to collect my car again. This time being told that the button for my media system was noticed as broken at the last minute and it needed to be fixed ... Clearly another oversight, or someone broke it and didn't notify anyone. I was told I would be contacted about getting it fixed which I haven't received any communication on and also no paperwork about what was actually wrong with the car and what was done to fix it. I've had no response from their customer service which is absolutely awful and extremely unhelpful. Worst experience ever.

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"300 point check!!"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

WORST CUSTOMER SERVICE EVER!! Simple to buy a car, but if you have an issue then prepare to be disappointed! Car bought April last year with 6 month warranty. Their 300 point check is a con! Break pads needed changing, speakers blown, air con didn’t work, and usb ports broken. Raised within the first month and it took 8 months to get it booked into their garage. Over 20 calls and even more emails (all one way) no one calls back, can’t speak to any manager or the garage directly. Just in the call centre say they’ve asked for an update and they never call back. They’ve now had the car in the Bristol garage for 1 month. With no updates or curtesy car. I don’t know what to do to get it back, but I do know I will never buy a car from Cazoo again!!!

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+3 Found this review helpful
"Terrible service when it goes wrong"
1.8 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Cazoo seem to not want to sort my car. RAC report submitted as requested confirming car has to go back to manufacturer. Radio silence from cazoo even though its still in warranty.

"VERY UNRELIABLE COMPANY"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

My wife currently works in Scotland but we still have our home in London, she needed a car as soon as possible as her last car got grounded. I assisted her by going online to search for what we thought would be a good and reliable car and we bought from Cazoo last December, the company set the pickup from their closest location to our home for the 4th of January, we on our own moved the pick up till the 6th of January as my wife was to come down to London from her base in Scotland on her off day to pick up the car and travel back to Scotland with it. To our surprise, we got to the designated pickup centre and we were informed that the said car wasn't ready. A purported email was said to have been sent to us which we later discovered was in the spam folder, it was surprising that we couldn't even be given the benefit of a phonecall to inform us of the change in the pickup date. At the end of the day, we began to follow up with Cazoo as we could only reach the company through phone. We spoke to several customer service representatives on the phone, many were very unprofessional while only one or two took ownership of our situation. One clear point is that Cazoo has NEVER called us back for once despite promises to call back till date, this alone goes to show how much this company appreciates her customers. If I knew what I now know about this company today, I would have avoided them. My wife was stuck in London for days after the pickup dates, she lost work days which were unpaid. To avoid losing more days, we resolved to renting a car which she drove up to Scotland to resume work. We reached an agreement with Cazoo to bring the car we bought to Manchester as they weren't able to bring it to Scotland and then we would have to travel down to Manchester to pick up ourselves. The only reason why we agreed to this was our desperation to have a permanent car my wife will use for her work in Scotland, we got the car and drove back to Scotland same day driving till very late in the night. Surprisingly the next day, a check engine light showed up on the dashboard of the car. We got on the phone with the company to report, they then promised that they will send a mechanic garage they have an agreement with here in Scotland to pick up this car. As I write to you, we are yet to get any information of any mechanic to pick up this car. As I write to you, the car suddenly has started moving sluggishly on the road. My wife has been forced to park it now and we will proceed to hiring a car for her to be able to get to work

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"Avoid like the Plague!!"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Avoid like the plague!.....bought £15k car from Cazoo and within 10k miles I have spent another £10k on repairs. Their 2 year extended warranty that I took out is not worth the paper its written on either, their are loads of clauses where they can get out of reimbursing you. I have lost count of the amount of complaints I have made they just don't care.... If I could give a negative score I would

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+5 Found this review helpful
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"PLEASE DONT BUY FROM THIS COMPANY"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

We spent almost £20000 on a car (April 2023) which developed a fault after 2 months, the car couldnt be moved & was collected by Cazoo 2 months later (September 2023) They told us they wouldnt honner the warranty as they fealt "We had tampered with the car" We sent it to BMW who proved that we haddnt..... we are still waiting for an answer from Cazoo (January 2024)

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Dealership Information

With Cazoo, you can buy or finance your car entirely online and have it delivered to your door in as little as 72 hours. You can search our cars and complete your purchase from the comfort of your sofa and in your own time, pressure-free. We own and have fully reconditioned every car listed on our website, so quality comes guaranteed.

Manufacturers: Sells a variety of makes and models
Independent Dealership

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Ratings
118 reviews1.6 out of 5 stars — Rated Poor
Excellent
10
Very Good
0
Average
9
Poor
33
Terrible
66

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  • Contact Information

    Address

    Cazoo
    41 Chalton Street
    London
    Greater London
    NW1 1JD

    Get in touch

    020 3901 3488
    https://www.cazoo.co.uk/

    Opening times

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    Dealership Statistics

    8%
    Would recommend this dealer to family and friends
    0%
    Percent of reviews responded to by this dealer

    Additional Information About Cazoo

    Company Formed: XXXXXXXXXX
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    Directors: XXXXXXXXXX
    FCA Ref: XXXXXXXXXX
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    Premises Type: XXXXXXXXXX
    Registered Name: XXXXXXXXXX
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