Name: CarShop
Rating: 1.78

“No response tooriginal complaintfor over three months, nearly 8m later just going round in circles.....they are not selling cars they are selling piles of junk you'll wish you had never set eyes on....unless you take out their expensive warranties you are basically stuffed.....purchased car with only 28k miles on it, under three yrs old....needed a new engine....work that one out????”

Helpful Report

Posted 3 years ago

“If I could give no stars I would! Called 2 days in advance to look at a Buick Encore got a text the morning I was to look at the Buick and asked if I was still coming I replied yes only to get there and they said the Buick was not there was used for a loaner!!!! Really? you made me waste mine and my husband’s time who worked midnight to tell me that when I got there!!!! I would not recommend or go there for business EVER again lots of red warning signs!!!!”

Helpful Report

Posted 3 years ago

“Bought a 16,000mile 3 year old BMW 640d at the end of December. Done less than 2,000 miles in it to-date, just cost me 800 pounds for a Service, coolant & break fluid change and front break disks and pads at their service centre. I have asked to see the original vehicle pre-sale prep sheet and also awaiting a call back from the branch.”

Helpful Report

Posted 3 years ago

“Great customer service and hand over from Debbie and big thank you also to Chloe for help setting up media system thank you ladies you were wonderful”

Helpful Report

Posted 3 years ago

“Just leaving the one star as need to put something to be able to write. Car Shop Sheffield are the bottom of the pits. Do not waste your hard earned money on them. Your car goes in for repair and its driven like a rally car round the car park. Hits the mirror and knocks it off. Pay for guardex and its not even put on.”

Helpful Report

Posted 3 years ago

“Read my review on Trust pilot (William Jaguar XE R Sport) Stay away from Carshop Bought my Son a Jaguar Xe R Sport for his 21 st Birthday on the 9th of February 2021 he got the car on the 22/02/21 Had problems Clutch high, Oil leak and over filled Oil level Car went back in on the 25/02/21 Still not had any work done as of 20/03/21 Doesn't look like they will do anything over the clutch, Tried to tell us on Monday 15/03/21 that the part they need for the oil leak was on back order and will take 2 weeks to come in,We phone Jaguar Liverpool who said we could collect the part the following day.This review is not the full story have a look on Trust pilot please stay away from this joke of a company.”

CarShop 1 star review on 20th March 2021

Helpful Report

Posted 3 years ago

“Great customer service from Aldi in Bristol branch so helpful thanks again”

Helpful Report

Posted 3 years ago

“My honest review of Car Shop – get comfy as this is a long read. To start off with the reservation process was relatively simple and straight forward, you find the car you like, pay the £99 reservation fee and the car is held for you. I received a phone call from one of the customer service team approximately 90 minutes after I reserved my new car online. She stated that there was no delivery charge and no administration fee which is what I though as this is not listed anywhere on their website or the subsequent emails you receive. The car was based in Wakefield and I live in Kent so they had to transfer the car from there to Northampton (as this was my closest branch) and then onward delivery to my home address using a delivery driver as opposed to a flat bed transporter. All relatively straight forward, or so I thought… A few days after reserving the car I received a phone call from one of the Customer Service team at Northampton (after chasing Car Shop as I had not heard anything). The person that I spoke to said there would be a delivery charge and an administration fee! He told me that there were 2 options of admin fee - £99 which would cover the processing of the paperwork i.e log book etc. and the other option of £149 which would cover cleaning and sanitising and extended warranty he also tried to sell me Guard X and GAP insurance which I declined. He swiftly moved on and started discussing delivery to which I voiced my concern as I wanted delivery on the weekend and this was now Wednesday (having reserved the car on the Monday) I was still trying to take in the shock and confusion of the admin fee and thinking of all the options he mentioned whilst arranging delivery so it all felt a little rushed. The following day I received a call from the business manager to talk through the cost of the car including the part exchange, and the admin and delivery fee. By now I had had time to take in the fees and questioned this. He put me on hold and the person I spoke to previously picked up the phone but sounded unsure why I had been put through to him (sounded like a lack of communication) – I was also confused why he picked the phone up as I was expecting to still talk to the business manager but I said to him I am not happy with the admin fee and £200 delivery fee as the lady I spoke to when I reserved the car said there were no such fees to which he said he will have to go away and listen to the phone call. I said that’s fine go and do that but under no circumstances will I be paying any fees so if you come back and try to charge me any fees I will be cancelling the car. A few hours later he rung back and said that as their policy had changed a few times – partly due to Covid (which seems to be every companies go to at the moment) within a short period there was confusion within the company so no one quite knew what was going on. Long story short he confirmed there will be no admin/delivery charges and he himself will be delivering the car. A few hours after that the Customer Service Manager at Northampton rung to discuss the issues I had, he went on to say he could not see a delivery booking for the car on the portal so was not sure if they could deliver the car in time. At this point I was confused as the person I spoke to previously had said he would deliver it, now I am losing my patience and told the manager that I didn’t mind who delivered it just make sure it gets delivered at the agree time. The Manager confirmed the Customer Service person will be delivering it. The business manager rung me back and went on to email me through all the paperwork that you have to e-sign (using Docusign) as well as the invoice. On the invoice it had the incorrect part exchange price, which I queried and had to get an amended invoice sent through. He said the price was different due to a slight change in mileage, obviously I was still daily driving the car that I was part exchanging as I have no other way of getting to work so maybe this is something they need to consider going forward. Whilst I was going through and signing the paperwork the Business Manager called me (about 20 minutes after sending the paperwork through) to chase me to make the payment. I said I was going through it all and will be sending it (via bank transfer) shortly. Due to the amount that I was sending I was not able to use the mobile banking app so had to log on to the website via the banks card reader to send the money. Not a straight forward process within itself and made all the more stressful by being sent the wrong invoice and then being chased to pay it! I was told the car would be delivered as arranged on the Saturday but had not received any communication on the delivery day itself with a delivery time so had to chase for this. When the car eventually turned up it all felt rushed and I was not given the time to check the car nor the paperwork over. The person who delivered it asked me to sign a piece of paperwork, handed me a brown envelope (supposedly containing the paperwork) and jumped in my car that I was part exchanging and left. As it was all so rushed it was not til after he had left that I realised they had removed the new owners slip on the VC40 so I could not tax the car nor tell DVLA of the change of ownership! So I spent the next 6 hours constantly chasing Car Shop for the 11 digit reference number to which they had no idea where this was.I was also missing the SD card for the Sat Nav so I was not able to use this either. Someone rung me back to say the collections team had the SD card and I received this a few days later in the post.Later that evening someone else from Car Shop rung me back and they taxed the car and informed DVLA of the change of ownership, I’ve no idea how they did this without the 11 digit reference number which is only on the new owners slip and quite frankly I do not wish to know. Now the saga continues… It is now about 7pm on the evening the car was delivered – bearing in mind I’ve spent all day chasing Car Shop to try and get the car taxed and ownership changed over, I am now able to drive the car. Whilst taking the car for a drive I noticed a strong vibration coming from the steering at +50mph not only causing the steering wheel to vibrate but the seats to vibrate also. The following day I notice some chips on the bonnet and the front grille and a tear in the back seat. None of these defects were mentioned to me at any point and nor were they in the advert. I call Car Shop to notify them of the vibration and defects to which they said someone will call me back to discuss further. One point to mention, whenever you call car shop you go through to a central customer service team (even if you attempt to call the branch directly) and they log a call with the branch you are dealing with who then call you back so be prepared to constantly wait around for call backs. When I received a call back from Northampton (now dealing with another person from this branch) they said to book the car in with Halfords who will sort the vibration and they will organise for a mobile mechanic to come and look at the other defects. I called Halfords and went to book it in for the Saturday as this was the only day I could do. The manager who I spoke to at Halfords said I had to get pre-authorisation from the fleet team at Car Shop as this was warranty work and he could not do anything until they had this authorisation. So I called Car shop back again, explained everything to them and they said they will log it and get someone to call me back. The next day I heard nothing so I called Car Shop again to chase and again they said they would log another request for someone to call me back. Later that day someone called me back and said it was all sorted, they had spoken to the manager at Halfords and it was all authorized, the balancing and tracking and diagnosis as I also mentioned the car felt like it was going to stall when pulling away (bearing in mind this is an automatic car). I arrived at Halfords and the person on the desk said all they have is authorisation to run diagnostics on the car and not for any repairs and the Car Shop will not pay for balancing or tracking as this is not covered by warranty. Thankfully the manager walked in and knew about the car and agreed to carry out the balancing only and if I wanted the car diagnosed with the engine problem I would have to re-book it in for a week day (which I could not do due to work). By this point I just wanted to get out of there so agreed to get the balancing done. I dropped the car off at 0800 and didn’t get it back until 1630 after chasing Halfords as I had not heard anything from them so that was that day gone. The person on the phone was quite rude and lacked customer service skills to say the least. The manager at Halfords assured me the vibrating problem was resolved and he had taken the car for a road test himself. Now I don’t know where he took the car but he clearly didn’t get up to great speeds as the problem was still there even though I explicitly told him it happens from 50mph onwards. By this point I had enough and was not prepared to be messed around anymore so I told Car Shop via webchat that I wanted to send the car back and get my part exchange back (being in the 14 day cooling off period) they said they would get the Northampton branch to call me back to discuss this. The next day I heard nothing so I called them to be told there were no notes on the system logging the chat or request. So I had to wait for a further phone call from Northampton Eventually I got a call back to be told I had to personally take the car back to them as I had to sort the paperwork out and they needed the card I had paid with in order to return the money. As you can imagine this did not sit too well with me and especially during lock down where you are not allowed to travel (hence why I bought online in the first place) they were effectively instructing me to break the law. I told them I had received all the paperwork via email and paid via bank transfer so they can send the paperwork to me via email and send the money back in the same manner.After a lot of back and forth they agreed to collect the car and deliver my part exchange back to myself. This had to take place during a week day when I was at work so I arranged for this and specifically asked several times via email for them to ensure the new log book for my old car that I had part exchanged be brought down too as I had already transferred ownership to them and needed this to tax the vehicle and change ownership back to myself.You can probably guess what happened next…the car arrived and sure enough they had sent the old log book! I was not surprised at this given their performance and lack of competence hence why I asked them to ensure this would be sent. When I was in the process of transferring the vehicle I asked them what address I should put the new log book in, no one told me and the only address I had was their head office address (in Leicester) so that is where I registered it to. The driver that delivered my car back eventually got through to Northampton who said they did not have the log book and they were not able to get hold of their head office as they had all been furloughed. Two and a half hours later, after standing outside in the freezing cold trying to sort this out, multiple phone calls to DVLA who you cannot get through to for love nor money I was told by Car Shop to go to the Post Office and fill in a V62 new owners form at the expense of £25. Now I’m no expert in this but surely you wouldn’t furlough every single person in the office, you would keep 1 or 2 people to oversee things particularly as it is the head office?! Thankfully I have an understanding boss. There are about 30 people in my office who have all seen the pain and stress I have gone through with this shamble of a company and all of whom think they are an absolute joke and would not touch them with a barge pole. Several weeks on and I receive a letter from a confused DVLA asking why I have re-registered the car back in my name after they have issued a tax refund. After explaining the reasoning to them I now (about 6 weeks later) have the new log book all-be-it with an additional number of former keepers (another thing to consider when purchasing a car) Although I have now received my money back and the cost of V62 I still have not heard anything from Car Shop apologising for miss-selling me a car and all of the cost and aggravation they have caused me. Overall there is a lack of communication within the company and a lack of communication to the customer. Their aftersales service is non-existent and leaves you with the impression that you really are just another number… My advice to you really is quite simple – avoid Car Shop at all costs – wait until the dealerships re-open or if you must buy online, buy from someone local to you that you are prepared to travel to (in case you have issues) and buy from someone that you can trust.”

Helpful Report

Posted 3 years ago

“AVOID THESE SCAMMERS. SOLD ME A CAR WHICH HAD 4 MAJOR FAULTS, I RETURNED THE CAR AND IM STILL WAITING FOR MY REFUND. CARSHOP OWE ME £24,500 BE WARNED PLEASE DONT BUY A CAR FROM THEM.”

Helpful Report

Posted 3 years ago

“Great customer service from Debbie, she took great care in helping us when collecting our car.”

Helpful Report

Posted 3 years ago

“Great customer service from Debbie, she took great care in helping us when collecting our car.”

Helpful Report

Posted 3 years ago

“DO NOT RECOMMEND WHATSOEVER! Worst car purchasing experience ever. Similar with the other reviews below, no one from Carshop has contacted us a week after we paid £99 reservation fee. I had to call them and chase for the vehicle update and was promised that we would be contacted within the next 48 hours. and of course they never did. Requested for refund and hopefully i can get my money back. They are probably the least professional car dealership i have ever encountered.”

Helpful Report

Posted 3 years ago

“I am so impressed with the CarShop and their team. Buying a car, people are most often cautious and dubious about wether the dealer has the customers best interest at heart. I can honestly say, I felt the team here did. From start to finish, I was looked after. They were lovely and knowledgeable. I picked up my car last night and so far, I've had no problems whatsoever and I think the car is in great shape. I have to give a huge shout out to the team who looked after me at the Manchester branch. Matt Howe, Callum Griffiths, Jake and a hand over lady I only met yesterday, she was new to the company and she was lovely. I unfortunately didn't catch her name. I didn't feel pressured into buying the products I was offered like most pushy car dealers. They informed me of what they had on offer and then I was told to go away and think about it for a day or two. Matt Howe, I want to thank as he was so nice and good with me. He remembered all of our conversations when most would have forgotten the little details. Thanks Matt. I will be returning 100% returning to the CarsShop when I'm due my next car.”

Helpful Report

Posted 3 years ago

“Just don’t bother!! After 5 days of appalling communication, we’d had enough and told them we didn’t want the car now! Can’t trust them! Will probably struggle to get our £99 back! They just can’t be bothered and are just not professional. Buying a car should be an enjoyable experience- unfortunately they made it a stressful one.”

Helpful Report

Posted 3 years ago

“V poor service, paid deposit, no one rang to follow up, I chased them, promised to send video by next day, and call me first thing, no video, no call. If like this at the start ....what will t car be like? Decided to get my money back and not proceed any further. Wouldn't recommend.”

Helpful Report

Posted 3 years ago

“Purchased my car: On 17/01/21 Buying a car during lockdown can be very worrying with the click and collect process as it is very different to what I'm use too. I for one was worried about spending so much money whilst not knowing much about the car much less who I'm actually making this process with. The guys at the Carshop Nottingham site made me feel as comfortable and confident as they possibly could to assure, I was happy in buying my car I was given a 14 day guarantee that if something was wrong with the car. I can return the car with full payment return no question asked. Special thanks to Edward and Michael and the rest of the team at the Nottingham Site for 10/10 customer service..”

Helpful Report

Posted 3 years ago

“The worst experience i’ve had! Brought a car (VW Polo) almost 6 years ago with the extended warranty i paid extra from. When things went wrong i couldn’t get hold of Carshop and paid over £3k worth of repairs. Brought another car (VW Golf), had the car 6 days and broke down. They have repaired the car, which i’ve asked for a refund on the car. Now they are holding almost £6k of my money and continue telling me i will get call backs, yet conveniently there is no one around to deal with my refund”

Helpful Report

Posted 3 years ago

“Not even worth a star, bought a car with an extended warranty, engine failed, had it recovered back to the Wakefield branch as advised by car shop customer service, I heard nothing from them despite me ringing for two weeks, each time I was told they would call me back, I never got a call back until I escalated it on my 8th call. Man called Travis rings me to tell me that they can’t fix it as they don’t have anyone qualified to fix an engine fault in branch???? So I would have to take it to an engine specialist at my own expense and then claim it back on my warranty. Refused to give me a recommendation of a garage or a courtesy car whilst I was without one and was completely uninterested in helping me. I then, upon looking at the reviews of the warranty company read that they are relentlessly difficult to get hold of, rarely pay out, will fight you on every detail and that the warranty wasn’t worth purchasing. I worried that if I took it somewhere and it cost me loads to fix that I would pay it and they wouldn’t pay out on warranty as seemingly what had happened with all those poor people I was reading about, I have now sold it privately at a 1500 loss as I still have 2500 left to pay on finance as the car didn’t even last as long as my finance deal. I would still rather lose 1500 than try and deal with car shop again, they do not put notes on your file so every time you ring nobody has a clue what’s going on and trying to get somebody to even answer the phone to you is so incredibly difficult!!! I am currently trying to get them to bring my car back to me so I can sell it and it’s like pulling teeth!! Waiting for call backs, waiting on hold, they only use one tow service and he’s on holiday so it won’t be for another week. Honestly so incompetent and unwilling to help you. Even had a call from them asking why I have requested a finance settlement and whether I wanted to buy a new car from them? When they had the car at the branch and knew it wasn’t running?!!! As if I would ever purchase another vehicle from them. I have never had worse customer service, fine when they want to sell you one, don’t want anything to do with you afterwards.”

Helpful Report

Posted 3 years ago

“I bought my Volvo XC60 from the Swindon Car Shop. Great price against the spec of the car. Seem less part exchange. Excellent service. Would definitely use again. Friendly staff, great website to select the cars I was interested in.”

Helpful Report

Posted 3 years ago

“Cardiff branch filled in v5 in someone else name adding a owner. 6 month later still no log book absolutely joke of a company. Also there cars are not checked correctly.”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week

CarShop Reviews