Rather than review... here is my letter to them Hi, I normally cannot be bothered to contact a business that performs customer service so badly, while trying to spend 11000 pounds, and being told it is not possible....I wish I had a business where I could turn money down. A few days again I saw a BMW Mini Clubman for sale on autotrader at your branch. We were looking for a second carat the time and this fitted the bill at your Northampton Branch. I sent an enquiry and the following day I received a call from your head office, where queries were answered and the gentleman convinced me it would be a good idea to pay the 99 pound refundable deposit and take off sale for 5 days. I was then today able to arrange a viewing of the car and test drive, so I called customer service and chatted to a polite lady that arranged a test drive for 5:30 and I stated how far we were travelling as we reside in Bournemouth, but knew if car was as described we could purchase and drive away with ease as your site explains and she confirmed. I received the email confirming that my test drive was at 5:30 and the showroom was open until 8pm. The traffic was heavy and we arrived at 5:55 and drove in and were greeted by a sales man, I explained I was there for a test drive and he looked confused, but took us to the showroom. We apologised for being late and explained again that we wanted to view and he confirmed all was ok and that he would be able to make this happen tonight. We waited until 6:25 whilst they found the car, then he came back and explained the car had a faulty key, but would get it running. I stated that I was confused why this was not ready and waiting and already attended to as I had called and booked as your website states is the process. He again went away for five minutes and came back and stated that I had booked it wrong and I had booked for Sunday. I asked him to not call me a liar and showed him the email from your team that had my booking confirmation. Test drive was OK but was surprised to hear that it is policy that you don’t valet the cars at all until they are sold, as it was so dirty I was worried my clothes may get muddy. He stated it was because you were a budget stack them high retailer, as if standards did not matter, thank goodness that Lidl and ALDI uphold basic retail standards, even though they are budget... but this is your process and your business, I just thought other car supermarkets pride them selves on higher standards, like car giant. It was now 6:45, we agreed to buy the car, I kindly declined, finance, mot, and the treatment and explained again I was a cash buyer and were ready to do the deal. He stated we must wait for a business manager,....... we waited.... and waited til 7:10 when he had finished with another customer. There was certainly an air of wanting to close even though you state you are open until 8pm. The car had been taken down to service to be prepped and we had agreed the 145 for the drive away and paperwork processing etc. Then it took a strange turn where the sales man came back and stated he could no longer sell the car as they were closing. I understand that we were 25 minutes late for the test drive they had not even prepared for, technically I was actually several days early. I explained how annoyed I was having now wasted, 4 hours driving to you and sat around for over an hour with no service and had only 15 minutes of attentive service from the sales man who looked like he was lost, but did a great job on the drive. I explained I wanted to see the manager and was introduced to Cohen, and immediately had to put up with his hostile, smarmy attitude. I explained the series of events and he immediately accused me of being an hour late for the test drive that was never organised. He then stated the reason we could not find the car was that it had been brought out for the test drive and then put away, I was surprised that it would not have been left there. I explained how far we had traveled and he said come back tomorrow if you want it. I said that is not what we were looking for and if there was anything he could do. He said he had to speak to his manager and disappeared. He returned saying it was what it was and that they were closing and deal could not be done now. I asked why you state you stay open to 8 and he said he finished at 7 and was already delayed. He then explained the woes that he was understaffed and that was the reason we should wait. At this point we still wanted to purchase the car. So ideally we were looking for some movement due to the misunderstandings and changes to your policies that you had not made us aware of. We had no choice but to book a hotel locally for 68 pounds in Stony Stratford. I stated that we would be happy to complete the deal in the morning if required, but would expect some movement in either the 145 fee or a small drop of 100 pounds to cover our inconvenience and costs, not mentioning time. He said it wasn’t his decision and he could not do anything. We asked who’s decision it was and were pointed towards a gentleman called Rashim, this is not the correct spelling I believe. I spoke to him and he stated that the booking was never made and hilariously routed through the bin and pulled out some paperwork with customer contact details on that included mine and those of other customers and was thrusting it in my face. He said he had printed this that morning and I had booked Sunday... this has never been the case and for the records I called around 2:15 pm. But I am disgusted that this is how you treat my personal data. We explained the issue a thrived time and it was now 7:30, rashim stated that he was not responsible and that Cohen was the decision maker. At this point I approached Cohens office and confronted him as to why he felt the need to lie and did he not care about customer service or even sales. I confronted him why he lied about who made any decisions and he state dit was a joint decision and that they were both managers.... as a group operations director for a hotel chain, I can actually confirm neither were managers in my eyes...excuse the inappropriate review of their capabilities. At this point I realised that I best leave as you were closing, did not want to sell cars, or even give a toss about your customer... luckily I was able to remain calm. As we left I rang customer services and spoke to a lovely lady who confirmed we were booked in and that they were in fact open til 8 and was also confused why they stated customer services did not communicate the booking to the store. She also confirmed that we had only booked one test drive, which was today at 5:30. I explained the above and she said she would call the store, I then received a call from a sales man asking if I wanted to make a complaint to him regarding the managers at the site. Is that the process I complain to junior team members about their manager. Needless to say I thought I would spare the awkwardness and decline to do this. What started as a great experience only confirmed why you get such strange reviews on trust pilot... great customer service is not hard you just have to care. You lost a sale tonight, but I am not sure you care as the two managers only cared about getting home. I am not sure I have ever experienced a moment where you can’t spend 11k, normally people would bite your arm off. Maybe it was the corona advice you have shared with the team... a strange welcome. “Sorry I would normally shake your hand, but we are not allowed because of the corona virus.” It would have just been acceptable to say hello without a hand shake, minus the explanation.