I had a terrible experience with this company. Applied to buy a car. After a couple of days in calls with their customer service and their finance company, Evolution Finance, everything was fine, collection was booked for the next day, they sent me an email saying that I only needed to tax the car and activate the 7 day temp insurance. I sold my car, was ready and the family excited for the new car. But that same day I receive a call saying that the finance company needed one more check, nothing more than a 5 minute call. When I call them they say that they can't accept my full european driving license, it can only be a full UK DL. They knew from day one my DL was European and when I sent the proof it was accepted. I call again, costumer service apologise, said there was a confusion and that I just needed to reapply, the finance company would call me again. When the finance company calls they continue saying that actually there was no confusion, they can only accept full UK DL, that I have been in the UK for so long I should have changed my DL to UK already. I actually should have not, as my European DL is valid, more than 30 years, no reason to do so. They insisted that without a UK DL we could not go ahead. I was left without my deposit (it is being refunded, but now I need a car urgently, as I sold mine) having to cancel the road tax, having to cancel the temp insurance and with the emotional distress. Going to make a formal complaint! Never again!

Where do I start! Incompetent, left hand right hand, don’t return calls, took money out of my account illegally, sent me numerous emails that were incorrect, out the car I originally bought back on the web site the day after I bought it! For less money! Spent many ours on the phone, only to get nowhere! Now will have to spend hours on the phone trying to get my money back that they took illegally! Theft!! Don’t be fooled by their tv adverts!

Very poor communication, everytime you contact them, they say only a certain member can deal with your enquiry and that they will contact you via phone but never do they just send you an email, with very little info on it, I wouldn’t recommend using this company, they come across professional but they are very much the opposite

please don't waste your time and money .my new car was due for delivery today 1 hour before delivery I get an Emil saying your new car needed some work on it, Before they can deliver it . order car on the 01/10/21 today is 06/10/21.NOT GOOD AT ALL .

Without doubt the worst customer service I have ever encountered. They give the impression of caring, and dress up the service to look good from the outside, but the moment something goes wrong or needs doing, it all falls apart. Here's a list of my issues: 1) The car I collected had no fuel. I know I should have checked this before driving off, but minutes before doing so a member of staff had assured me they provide at least a quarter of a tank. There were fumes at best. The needle was below the red and the range was below zero, showing "--". Luckily I noticed fairly quickly and could limp to a petrol station. 2) There was a service warning light on the car. They told me it had just been serviced by them, but if it had, why was the service light on? There was no record in the car that a recent service had been performed, with the previous one showing > 12 month previous. 3) Despite them listing the car as having "service documents", the only document was a fresh Cazoo-headed printed slip of paper listing the historical service dates. No detail of what was done, and not exactly proof of anything. 4) When I rang to bring up these items, I was told I would be called back. This didn't happen. Twice. 5) When I finally made contact with someone who seems to want to help, they did refund me £50 for the fuel, but also said they would book the car in at a garage to have the service issue checked. This didn't happen, despite 2 follow-up calls by me. 6) I decided to return the car before the 7 day period was up. This wasn't just due to the issues above, but by now I had lost faith in Cazoo. They said they would contact me to arrange collection. They didn't call. 7) When I made contact with them again, I was told collection would happen the following day between 10 and 12. The time came, and no collection and no contact from them. I called again, and was told there was an issue, but they couldn't tell what it was, and would call me back. They didn't call me back. 8) I called again, twice, and was finally told the logistics team were at fault, and they would re-book collection for the following day. Hallelujah, this time the collection actually happened. 9) Following collection, I heard nothing from them. They had my part-ex car, and my money, and I had nothing to show for it. So again I called and asked when the refund might happen. I was told it had been requested and would be with me in 2-3 days. 10) 2 days later, given the issues above, I thought I would preemptively enquire how it was going. I was told there was an issue with the refund, but they couldn't tell what the issue was, so they would call me back. I pointed out that I was used to hearing this, so could they please make sure this actually happened. They did not call back. 11) I called again and was told that yes, there had been an issue with the refund because the collection driver did not sign something he should have signed. They said (again) that the refund has been requested and would be with me 2-3 days. 12) I'm exhausted, and I still have no money and no car.

I so wanted to love Cazoo. Read scores of reviews during last lockdown & as the showrooms were all closed, buying online seemed the only way to go. Or I could wait until things went back to normal. I'd never bought a car without seeing it. My problems started in early March this year when I paid cash for a Range Rover Evoque. It arrived a week later with the promise of a 300 point check, 3 months warranty, a covid-clean, a week's free insurance & 11 months MOT. As the driver unloaded it I noticed that the front off-side wheel trim was sticking out. He made a note of it & took a picture on his 'phone, promising to report this to Cazoo. He tried to pop it back but it wouldn't click in. I emailed Cazoo to let them know of this & they acknowledged by email that they would pay for any repairs. After the driver left my fiancee & I decided to take the car out for a spin. Around 20 minutes from home, as it was a little chilly, I turned on the heating. No fan. This was worrying and so I wondered if there was a switch I'd missed. My better half was checking google for an answer & that was when she read out a common Evoque issue with the climate control. Simply put, it did not work. We drove home. I rang Cazoo & spoke with Tom. He would send RAC round that day. Sure enough RAC turned up within 2 hours. He looked under the bonnet. His initial report was that 2 of the 4 fan cover screws were missing indicating that someone had been in there already, the air-filter box had been broken to the point at which it was impossible for him to get in for a look without sawing the entire box off, & the front parking sensor was recessed due to a bump. Then there was the wheel trim. A 300 point check & an MOT? I called Cazoo again & backed up my call with an email outlining the faults, concerns & confirming what they offered to do for me in response. True to their word, the car was collected 7 days later & was taken to the nearest Land Rover dealer, over 50 miles away. A courtesy car was provided for the duration of repairs. I received the RR back a week later. By now I had had the car for 3 weeks & I'd driven it for just 1 day. In trying to make things right, they offered me an extended 4 year warranty. I accepted. The day I received the car back, I noted that most of the fixes had been done. But the wheel trim was still flapping. I would take it to a local garage after all. That evening, I was working a nightshift. At 2.30 am, the alarm starting going off in the carpark, probably waking the entire street. I quickly shut it off & checked the doors, alarm settings, and so on. I could find no issue & so, thought nothing more of it. At 4a.m, it went off again. I shut it off & left it unlocked. I was home by 7.30 and in bed by 8.30. At 11.30 - the alarm went off again. I woke & immediately called Land Rover who told me that they were certain that it was dodgy boot or bonnet catch & that the car would have to come back in to have them replaced. Needing two cars in our household I told them I would call them back. I rang Cazoo again. I told them that as I'm not happy, they shouldn't be happy - their slogan which should not be confused with a mission statement. That in itself would suggest customer care. But their customer service representatives (Tom, Charlie, Lauren, Dan) all talk the talk. I advised them that I was returning the car & would like another of my choice to replace it. They agreed & I forked out another thousand for the privilege of receiving a different car. 4 ddays later the Cazoo driver returned in his transporter, unloading my new, new car & loading up the Evoque. But lightning had indeed struck twice. The driver noted that the bonnet, though online images showed around a half doz. stone-chips, had over 3 dozen sprayed up the off-side. He was embarrassed, apologised, took his pictures & made the usual promise. The chips had been daubed with white paint & would need a professional repair. I emailed Cazoo. They were very sorry & would sort it. I took the car for a spin & couldn't believe the loud rattle from the rear of the car over every uneven surface. I called them again. They agreed to extend my warranty to one year & pay for any repairs at my local garage. I booked the car in but, no bill as they couldn't find the source so, I let Cazoo know. For the next 7 weeks I waited for news of the bodyshop repair. Cazoo 'Seniors' wouldn't agree it. I demanded they take this car back but they refused to exchange again as I had had 1 exchange already(!) & said it would take up to 10 days for any refund despite my payments to them being received instantaneously. I was incensed, feeling sucked in & blown out. In the end, I advised them I'd be dealing with this myself - & I did. I sold the car the following day for £1400 more than I paid for it & bought a very nice replacement (from a REPUTABLE dealer) with change to spare, warranty, free servicing for 2 years - perfect. Cazoo? NEVER AGAIN!