Discussion
Carzam is owned by the people behind Big Motoring World, I think.
It's not the same company, but in the interest of balance, we bought a car from Cazoo in October 2020. Buying process was smooth, the car was delivered in excellent condition, and we've had no trouble with it since then. (See my comments on this thread - https://www.pistonheads.com/gassing/topic.asp?t=18... )
I think several big dealership groups have assumed they can "do this online thing" just by building a website and conjuring up a wacky name with a Z in it. But fundamentally they're bricks-and-mortar businesses, and things get tricky when customers need aftersales service without dealing face to face.
Cazoo was set up to be an internet business from scratch. Not all online car dealers are the same.
It's not the same company, but in the interest of balance, we bought a car from Cazoo in October 2020. Buying process was smooth, the car was delivered in excellent condition, and we've had no trouble with it since then. (See my comments on this thread - https://www.pistonheads.com/gassing/topic.asp?t=18... )
I think several big dealership groups have assumed they can "do this online thing" just by building a website and conjuring up a wacky name with a Z in it. But fundamentally they're bricks-and-mortar businesses, and things get tricky when customers need aftersales service without dealing face to face.
Cazoo was set up to be an internet business from scratch. Not all online car dealers are the same.
Edited by spreadsheet monkey on Monday 14th March 09:06
ive worked in a number of different dealerships, you'll find the lack of refund is usually down to 2 things, either the salesman is being very lazy as he has already made the sale and is being very lazy. Once actioned it does take 1-2 weeks for admin/accounts to approve.
or
The refund process is so overly complicated when the customer isnt physically in front of you and the number of factors involved in getting it approved is going against you, even though it isnt your problem.
Either way its shoddy salesmanship/dealer processes.
Best advice is to call them several times a day, escalate it to management and chew their ear off. Raise an email complaint in addition
or
The refund process is so overly complicated when the customer isnt physically in front of you and the number of factors involved in getting it approved is going against you, even though it isnt your problem.
Either way its shoddy salesmanship/dealer processes.
Best advice is to call them several times a day, escalate it to management and chew their ear off. Raise an email complaint in addition
Shabaza said:
ive worked in a number of different dealerships, you'll find the lack of refund is usually down to 2 things, either the salesman is being very lazy as he has already made the sale and is being very lazy. Once actioned it does take 1-2 weeks for admin/accounts to approve.
or
The refund process is so overly complicated when the customer isnt physically in front of you and the number of factors involved in getting it approved is going against you, even though it isnt your problem.
Either way its shoddy salesmanship/dealer processes.
Best advice is to call them several times a day, escalate it to management and chew their ear off. Raise an email complaint in addition
I have tried to call - and guess what. They are saying they can't take customer service calls at the moment and so please use online chat. Parts of their service has been really good. Others - so shockingly bad is laughable! or
The refund process is so overly complicated when the customer isnt physically in front of you and the number of factors involved in getting it approved is going against you, even though it isnt your problem.
Either way its shoddy salesmanship/dealer processes.
Best advice is to call them several times a day, escalate it to management and chew their ear off. Raise an email complaint in addition
robert78 said:
Has anyone else bought a car with this outfit?
Mine has not been smooth sailing by any stretch.....I reserved the car online, and it thanked me for payment and the car has been purchased. I hadn't even added my card details. Not a huge deal and was sorted.
The car was not taxed, as expected, but they didn't have the new owner V5 slip to enable me to tax it - "it's one of those things" I was told by the person on the phone. They told me to go to the Post Office and say, 'I had lost the slip' so the Post Office could arrange the tax by completing a separate form.
I was starting to have my concerns with Carzam at this stage, but the worst was to come......
I was doing checks on the car and checked under the bonnet, and to my horror, I saw a sticky label on the engine cover saying "brake fluid cap on s*it cover". I checked the brake fluid reservoir, and a broken cap had been balanced on - god knows how it didn't come off and cause flammable brake fluid to go all over the engine bay. I called them, and after sending pics, they said sorry, and we received some wine, which was good. They also refunded the cost for the correct filler cap from the main dealer.
They also said they would refund the cost for a spare key; all I needed to do was send a quote from the main dealer. This was sent, and it was approved. Great. We went ahead with the £300 cost for coding and supplying a spare key.
I submitted the invoice to them, and nothing. I chased a few days later, and they came back and said it would be paid in a few days. Again nothing. After two weeks, I asked again, and they asked me to confirm bank details as I hadn't followed the correct procedure - not that I was told what this 'procedure' was!
A few days later, they said it had been paid and I needed to check with my bank.
I checked with my bank and, to no surprise, no payment had been made.
I went back and informed them of my growing feeling of being rather pi$$ed off. They then said it would be paid 3 - 5 days, and they had made an 'error'.
5 days later, I chased up and guess what? No reply.............They have done this a few times, when they do reply, they ask me to check if payment has been received.....as "it's been sent".
I don't think car showrooms need to worry too much about these online sellers.
Sorry for going on....would be good to hear others views!
this sound like an issue with one seller. Cazoo are brilliant.Mine has not been smooth sailing by any stretch.....I reserved the car online, and it thanked me for payment and the car has been purchased. I hadn't even added my card details. Not a huge deal and was sorted.
The car was not taxed, as expected, but they didn't have the new owner V5 slip to enable me to tax it - "it's one of those things" I was told by the person on the phone. They told me to go to the Post Office and say, 'I had lost the slip' so the Post Office could arrange the tax by completing a separate form.
I was starting to have my concerns with Carzam at this stage, but the worst was to come......
I was doing checks on the car and checked under the bonnet, and to my horror, I saw a sticky label on the engine cover saying "brake fluid cap on s*it cover". I checked the brake fluid reservoir, and a broken cap had been balanced on - god knows how it didn't come off and cause flammable brake fluid to go all over the engine bay. I called them, and after sending pics, they said sorry, and we received some wine, which was good. They also refunded the cost for the correct filler cap from the main dealer.
They also said they would refund the cost for a spare key; all I needed to do was send a quote from the main dealer. This was sent, and it was approved. Great. We went ahead with the £300 cost for coding and supplying a spare key.
I submitted the invoice to them, and nothing. I chased a few days later, and they came back and said it would be paid in a few days. Again nothing. After two weeks, I asked again, and they asked me to confirm bank details as I hadn't followed the correct procedure - not that I was told what this 'procedure' was!
A few days later, they said it had been paid and I needed to check with my bank.
I checked with my bank and, to no surprise, no payment had been made.
I went back and informed them of my growing feeling of being rather pi$$ed off. They then said it would be paid 3 - 5 days, and they had made an 'error'.
5 days later, I chased up and guess what? No reply.............They have done this a few times, when they do reply, they ask me to check if payment has been received.....as "it's been sent".
I don't think car showrooms need to worry too much about these online sellers.
Sorry for going on....would be good to hear others views!
Moderator edit: no naming & shaming please
jason61c said:
robert78 said:
Has anyone else bought a car with this outfit?
Mine has not been smooth sailing by any stretch.....I reserved the car online, and it thanked me for payment and the car has been purchased. I hadn't even added my card details. Not a huge deal and was sorted.
The car was not taxed, as expected, but they didn't have the new owner V5 slip to enable me to tax it - "it's one of those things" I was told by the person on the phone. They told me to go to the Post Office and say, 'I had lost the slip' so the Post Office could arrange the tax by completing a separate form.
I was starting to have my concerns with Carzam at this stage, but the worst was to come......
I was doing checks on the car and checked under the bonnet, and to my horror, I saw a sticky label on the engine cover saying "brake fluid cap on s*it cover". I checked the brake fluid reservoir, and a broken cap had been balanced on - god knows how it didn't come off and cause flammable brake fluid to go all over the engine bay. I called them, and after sending pics, they said sorry, and we received some wine, which was good. They also refunded the cost for the correct filler cap from the main dealer.
They also said they would refund the cost for a spare key; all I needed to do was send a quote from the main dealer. This was sent, and it was approved. Great. We went ahead with the £300 cost for coding and supplying a spare key.
I submitted the invoice to them, and nothing. I chased a few days later, and they came back and said it would be paid in a few days. Again nothing. After two weeks, I asked again, and they asked me to confirm bank details as I hadn't followed the correct procedure - not that I was told what this 'procedure' was!
A few days later, they said it had been paid and I needed to check with my bank.
I checked with my bank and, to no surprise, no payment had been made.
I went back and informed them of my growing feeling of being rather pi$$ed off. They then said it would be paid 3 - 5 days, and they had made an 'error'.
5 days later, I chased up and guess what? No reply.............They have done this a few times, when they do reply, they ask me to check if payment has been received.....as "it's been sent".
I don't think car showrooms need to worry too much about these online sellers.
Sorry for going on....would be good to hear others views!
this sound like an issue with one seller. Cazoo are brilliant.Mine has not been smooth sailing by any stretch.....I reserved the car online, and it thanked me for payment and the car has been purchased. I hadn't even added my card details. Not a huge deal and was sorted.
The car was not taxed, as expected, but they didn't have the new owner V5 slip to enable me to tax it - "it's one of those things" I was told by the person on the phone. They told me to go to the Post Office and say, 'I had lost the slip' so the Post Office could arrange the tax by completing a separate form.
I was starting to have my concerns with Carzam at this stage, but the worst was to come......
I was doing checks on the car and checked under the bonnet, and to my horror, I saw a sticky label on the engine cover saying "brake fluid cap on s*it cover". I checked the brake fluid reservoir, and a broken cap had been balanced on - god knows how it didn't come off and cause flammable brake fluid to go all over the engine bay. I called them, and after sending pics, they said sorry, and we received some wine, which was good. They also refunded the cost for the correct filler cap from the main dealer.
They also said they would refund the cost for a spare key; all I needed to do was send a quote from the main dealer. This was sent, and it was approved. Great. We went ahead with the £300 cost for coding and supplying a spare key.
I submitted the invoice to them, and nothing. I chased a few days later, and they came back and said it would be paid in a few days. Again nothing. After two weeks, I asked again, and they asked me to confirm bank details as I hadn't followed the correct procedure - not that I was told what this 'procedure' was!
A few days later, they said it had been paid and I needed to check with my bank.
I checked with my bank and, to no surprise, no payment had been made.
I went back and informed them of my growing feeling of being rather pi$$ed off. They then said it would be paid 3 - 5 days, and they had made an 'error'.
5 days later, I chased up and guess what? No reply.............They have done this a few times, when they do reply, they ask me to check if payment has been received.....as "it's been sent".
I don't think car showrooms need to worry too much about these online sellers.
Sorry for going on....would be good to hear others views!
Moderator edit: no naming & shaming please
spreadsheet monkey said:
Carzam is owned by the people behind Big Motoring World, I think.
Ah well, that explains everythinghttps://www.e90post.com/forums/showthread.php?t=27...
https://www.pistonheads.com/gassing/topic.asp?h=0&...
same s
t, different decade, evidentlyI know a few of the guys in this business, they’re genuinely trying really hard.
I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
Julian Thompson said:
I know a few of the guys in this business, they’re genuinely trying really hard.
I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
Thank you. I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
I bought from Cinch earlier this year. Same as the Cazoo reviews mentioned above - absolutely terrific experience. What mistakes they did make (SH documentation and a missing 'welcome pack') were resolved quickly. The car was immaculate, 4 new premium tyres fitted, serviced and £30 worth of free fuel.
And this from a company owned by WBAC / BCA !
And this from a company owned by WBAC / BCA !
robert78 said:
I have tried to call - and guess what. They are saying they can't take customer service calls at the moment and so please use online chat. Parts of their service has been really good. Others - so shockingly bad is laughable!
Sounds like most car dealers. The service is really good until they have the cash. Any problems afterwards and then things become difficult. robert78 said:
Julian Thompson said:
I know a few of the guys in this business, they’re genuinely trying really hard.
I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
Thank you. I just messaged them this thread, and have received a message back right away to say they are aware of this issue and working to resolve.
They have been expanding their operation and the scaling of the business has meant that a few things like this have slipped through the net.
Have you read their reviews? They are horrific! Carzam are at it - they ask you to review the delivery process/company when your car arrives but it’s actually Carzam that you are giving review against, artificially improving their review status!
Makes for interesting reading: https://uk.trustpilot.com/review/carzam.co.uk?utm_...
Coincidentally, early last week I reserved a car and I’m still waiting on more pictures of it. Though going by the reviews, it’s unlikely I’m going to proceed with it. No doubt I’ll have a fight to get my ‘refundable’ fee back.
OP, I read your review on trustpilot, hope you get it sorted.
Makes for interesting reading: https://uk.trustpilot.com/review/carzam.co.uk?utm_...
Coincidentally, early last week I reserved a car and I’m still waiting on more pictures of it. Though going by the reviews, it’s unlikely I’m going to proceed with it. No doubt I’ll have a fight to get my ‘refundable’ fee back.
OP, I read your review on trustpilot, hope you get it sorted.
Gassing Station | Car Buying | Top of Page | What's New | My Stuff