Failure to fix car, register sold car and refund expenses agreed by customer services. Bought a car from CAZOO on 11th Dec 2022 and still waiting for a refund of over £700 expenses incurred as a result of the sale of my car and their failure to honour the 7 day price guarantee. Sold me a faulty car and then seem to use a technique of stalling/delaying repairs and refunds when things go wrong. They also failed to pass my formal letter of complaint to Darren and to the director of customer service. Case handler assigned to me is simply dreadful so likely to need to take them to court to receive my pre-agreed refunds. They also failed to tax the car I sold them so the DVLA have fined me for something they have failed to do. I am not alone, there are over 3000 negative reviews with similar experiences to mine.

I bought a car July 2022 and within their 90-day warranty period, I reported a fault. From this point on they dragged their heels for 7 months with me continuously chasing them up. I was promised a courtesy car which never arrived and they were very reluctant to pay any travel expenses and so these had to be chased up multiple times, finally being paid 2 months later. They only authorised 7 days of travel expenses and refused anymore when the car wasn't fit to be driven for weeks so this then left me out of pocket. Four months from the date I raised the issue under their warranty, they had the cheek to tell me that too much time had passed from the end of the warranty period and all they could offer was £250 towards the repair. At this point I wrote a letter to the chairman citing the "Consumer Rights Act 2015" as they'd had ample opportunity to repair and so I was entitled to a full refund. I finally received a full refund after 7 months from the date of the fault being reported. They refused any payment of goodwill considering all the time, money and stress needlessly spent over this and their idea of "goodwill" was not charging me for usage after I'd had the car for so long?! I really can't believe how a business can treat its customers like this. The only time they acted quickly was when I had to tell them I still had the car after I received my refund when they mistakenly thought they'd already collected it.

System is flawed ! I completed the car description honestly saying the car was in the lower range condition, car accepted and appointment made. The nearest drop of branch was at Bristol, about 100 miles away from me (West wales) after a 3.5 hour journey I arrived at the Bristol branch, went through the various document check's/car inspection, Only to be told that the minor damage (as reported) Two scratches, and small crack, are not accepted and they would not purchase the car ! Despite trying to reason with them, they did not want to know. So a seven hour round trip (for Two cars, my daughter accompanied me in her own car, to give me a lift home) 1 x day of work Approximately £100.00 worth of petrol (Two cars) A sorry from the receptionist (the management hid in the office) My advice don't waste your time. The next day I made an appointment with my local "We buy any car" sold to them on the same day, received a better price, and had the money in my account by 5pm. I know who I would recommend. Cazoo I await your response and offer of petrol/ time compensation .

I bought the cazoo cover 36 months & 3 year service plan on 4 Jun 2022, I’m really upset about the service experience. First of all, Cazoo Leeds branch has been closed. So, I need to drive 1.5 hour to Manchester center. This is not convenient for me. And I made the booking for service & MOT on 10 Apr 2023. However, one of the staff told the interim service can’t be processed after I wait there for over 4 hours. This had make me very angry, but I still re-schedule on today,26 Apr 2023. Today, I drop off my car in Manchester branch and hand on the key to your staff at 9:30am. The even more ridiculous thing is At 2:30pm, I saw my car still in a same parking space, and no one to start provide any service for my car then, I approached to the staff, his attitude absolutely unacceptable. He said still need to wait another 2.5 hours and if I unhappy, I can take the key and drive home.

This company have done nothing but waste my time. Despite advertising a quick and efficient way of buying a new vehicle they did not deliver on their promises. Car turned up with no MOT, I had to take a day of work to get this done. They offered a tank of fuel and to pay for the MOT, I willingly accepted that despite being at a financial loss due to the day I had to take off work. Getting the money back has been impossible, they do not answer emails, the WhatsApp does not work and the live chat is only operated by bots, no live agents are available. To add to this I have spent over an hour on the phone to customer services on 3 separate occasions and this is still not resolved. Awful company, do not deliver on time efficient promise and impossible to get hold of.