Why there is so many bad reviews connected to Arnold Clark?! They must be scums from competition - that was what I thought before I decided to buy my next car from Arnold Clark again as my previous experience was always brilliant. Unfortunately I was wrong… I am existing Arnold Clark customer. My previous car was purchased in Arnold Clark. My father in law and two brothers in law also have their cars from Arnold Clark. Everybody were always happy both from cars they selected and service provided. That was in the past. I decided to buy a Ford Galaxy Titanium X 2017 from Manchester store (Winsford Vauxhall). I live a far away from this place so based on my previous brilliant experience I decided to relay on videos with car presentation provided by Arnold Clark and get it without personal inspection. I ordered collection to Nottingham store. Based on these videos I was sure that only one downside of this car is some scratches on one alloy wheel - I have been reassured that it will be fixed before they send a car out - not as bad I thought - I am taking it! On my car collection day they showed me where the car is and ask to make a transfer. While I was doing a transfer and paperwork the car has been driven out the store and parked outside. On my inspection I noticed many stone chips on the bonnet, lots of scratches on plastics inside the car and interior trims. That’s 5 year old car - all of them will have some scratches, but in my car was a hole in the interior panel next to the floor (diameter 3in!) and 1 inch tear on leather passenger seat! I never would even assume that it is possible to Arnold Clark to sell car worth £20k with 1 inch tear in passenger seat… The worst thing is non of the above was mentioned in two video car presentation I received. From my point of view it has been done in purpose for selling purpose. I can’t understand how Arnold Clark expect to have a good reviews if they do things like that. In my opinion it supposed to be fixed before putting a car on sale. If they can’t repair it or don’t want to it is still fine as far as they will highlight it on video car presentation to allow customers decide if they want a car with such a downside for the price and repair it by it self. When I contacted my product consultant he said that Arnold Clark will fix a bonnet and passenger seat but unfortunately can’t do nothing about a hole next to a floor or scratches on alloy wheel. There wasn’t any update since that phone call. When I emailed him a couple of days later, he said he will organise 3rd party company to fix a seat AND He also said that he ordered a touch up pen for the stone chips on the bonnet for self application and get that posted out to me if I don’t like how it looks like… Almost 2 weeks later - nothing has been done so far - no updates at all My previous experience with this company was brilliant. I don’t know if I was lucky or it got worse now. One thing I now for sure is to never ever relays on video presentation as they are in my opinion misleading. Unfortunately if we want to buy a car we still physically need to go and have a look on it and even order a pre purchase inspection check by 3rd party company. That being said I hope that such reputable (or it used to be) company as Arnold Clark will return to its high service standards in some point in the future so customers will have their piece of mind alternative to buying cars from privet people