“I initially enquired about the vehicle I purchased on Thursday 19th July and received a call back within 15 minutes. Upon visiting the showroom I met with Tony who then introduced me to Reece, my sales advisor. After discussing the vehicle with Reece and arranging a test drive we talked through some finance options and shortly after agreed on a deal.
Reece advised me he was on annual leave from Saturday 21st to Monday 23rd and advised me I could pick the car up on Tuesday. He also confirmed he would phone me on Friday 20th July to confirm my finance had been agreed.
I received a call on Friday around lunch time from Reece who advised the finance had been agreed and he asked me to call my existing finance company to finalise my Voluntary Termination. I did so and called Reece back to confirm this had been done however he was unavailable and I was promised a call back.
Unfortunately no call back was received from Reece on Friday and I called the showroom again on Friday evening as I was keen to arrange collection of the vehicle. Unfortunately, Reece wasn't available and I was promised a call back the following day.
No call back was received on Saturday and despite calling again and being promised another call back from a different member of staff this was not forthcoming.
The same scenario occurred on Monday 23rd and Tuesday 24th July and I was surprised to have still not received a call back. I called the showroom again and was advised that Reece was still off on holiday; despite advising he would be back then and I could collect the vehicle. As I hadn't been told otherwise I had taken the off work, expecting to collect my vehicle.
Following a discussion with a member of staff named Laura, I was advised that I would be able to collect the vehicle on Thursday. Unfortunately Laura's manner came across abrupt and whilst I appreciate this wasn't her sale, she made me feel like it wasn't her problem to deal with.
Finally we were able to arrange for me to collect the vehicle on Wednesday the 25th during which I would have to go to the showroom and sign some paperwork before delivering my existing vehicle to BCA, Glasgow before returning to collect the vehicle itself. Upon arriving I dealt with Laura who despite arranging for me to collect the vehicle that day, still seemed under the impression I was doing so on Thursday 26th.
Upon collecting the vehicle I dealt with a fantastic member of staff, Jordan who made the collection process very easy. I also met with the manager who listened to my feedback and offered his apologies which, whilst appreciated unfortunately were futile.
Unfortunately I was made to feel like I wasn't as important as a customer making an enquiry once my sale had been finalised. I was keen to make arrangements to hand over my existing vehicle; which I could not do without knowing when I was collecting my new vehicle.
It is unfortunate that the above could have been solved with a simple phone call which despite 4 different calls to your showroom, was not forthcoming.
This is not how a customer should be made to feel whilst making such an important purchase and as such reflects the above rating.”
(Vauxhall Motherwell) -
Posted 1 year ago