Name: CarShop
Rating: 1.78

“Found a car online in Cardiff, advertising as showroom condition. I rang the showroom and a salesman told me the car was as the photos .. perfect. I paid £99 returnable deposit and £50 delivery. 4 days later I went to see the car at the Manchester branch... It was a disgrace.. dirty, full of little scratches, and 2 really deep scratches in the leather, one on the driver's seat, one on the back seat. I get my £99 back but not the £50 delivery. If I was told the truth about the leather, I would never have asked for it to be delivered. I will be putting a letter in the post to head office.”

Helpful Report

Posted 5 years ago

“I bought a car and had issues with the information the staff provided regarding the service of the car. Was told no car would leave the lot with less than 6months service. Was told that my car would not need servicing till July 2020. My car now needs a service 4 months in to owning it and when i called i was told it wasn't 6 months, it was 3 months. Very convenient. Was given an email address to complain to and after 3 emails, with verified automatic emails saying someone would reply to me soon and 8 days i have received no reply. How can you treat your customers like this?! The servicing issue is one thing but ignoring complaints is another! Check out your own staff reviews on indeed, even they don't rate you and say its basically slave labour for peanuts! You've forced me to come out in public to get a response and i shall post this on every review i can find!!”

Helpful Report

Posted 5 years ago

“-Friday 14th June 2019- If you’re thinking about buying any car from CarShop, think smart and read this review. The reason this company has ‘5 stars’ rating, is because they quickly ask their customers to write a review (mostly on Truspilot and other websites) before they agree to anything like finance etc. Have a thorough read through the reviews and you’ll see what I mean. Don’t trust the most reviews here, read my awful experience review with CarShop Northampton. I will be making a review video on YouTube, Facebook and Instagram to spread the awareness of this CarShop company. I am 20 and passed my driving test when I was 18. I have been driving a Corsa C 2004 for just over 2 years. Unfortunately, it has failed its MOT on Saturday 8th June 2019. The repair costs are not it worth at all and decided to have a look at cars (I've been researching the cars for many months as I love cars - Golf GTD was my next dream car) After few hours of looking at the cars, checking the insurance quotes and comparing the dealerships across my area. My choices were to either buy a car from Saxon Bridge, or CarShop. Both seems to have good reviews, but CarShop's reviews looks too good to be true. On CarShop website, I found a car that I liked and decided to go to CarShop Northampton to have a look at it. My dad drives, so we went together in his car. When we have arrived there, my dad parked his car and we got out of the car. After searching for a specific car that I saw on their website, I spotted it and had a look around the car. When I was finished glancing at the car, we were walking back to my dads car. A staff walked past and asked if we needed any help, I pointed at the car and told that I would like to have a look inside. The staff brought us inside and waited for a staff to see us. We've talked for few minutes and suddenly, he went to the office and grabbed a key for the car I wanted. This was not what I was expecting, but it was nice to feel welcomed this way. However, it feels like a really quick test drive (5 minutes max), which was not enough time to allow me to proper test drive it, for example, testing the steering wheel to ensure its driving straight and not off the centre to the left or right. Although, it felt quite smooth and nippy. After the test drive, we went back inside the store and talked about admin fees, GardX protection fee etc. Then, he asked if I wanted to buy it with GardX protection and I agreed. I've paid a £300 deposit to reserve the car. I was told to come the next day at 1pm to pay off the car as it was closing very soon. On Sunday 9th June 2019, my dad drove me to CarShop Northampton to complete the purchase of my new car. We've arrived there and we had to wait for half an hour for a manager to finish with their customer. It was so busy on that day, so its understandable and I don't blame them for that. Later, I met the manager in his office, he seems friendly and approachable. We've discussed about extended warranty (they only provide 3 months free warranty, compared to Saxon Bridge providing 12 months free warranty). I am not sure if their extended warranty are fairly priced, but I agreed to pay for 3 years, which costs around £900. I am paying it for 10 months - around £86 a month. Once I've paid for everything, I was then told that I had to wait for a further 45 minutes to an hour before my car is ready to drive away. I was a bit annoyed, but again there were lots of customers going around the store so I sat down and waited. Finally, I was informed that my car was ready and walked to the Collection Point. From there, I had to sign some forms and taxed my car. The staff there were calming. After that, the car was ready for me and handed me the car keys. This is where I was from being happy to unhappy, annoyed and a bit stressed. I unlocked the car and opened the door. As soon as I sat in the driver seat, the seat was soaky and a bit musty. I looked around inside of the car and noticed some dirt spots on the passenger seats (it looked like a dried mud). I wasn't having that since I've paid £299 for GardX protection. So, I went back inside the collection point reception and complained to one of the staffs. He apologised about it and I asked them to re-clean it properly. He said that it would take a 'few more hours'...I replied, "That's fine, I can wait". He took the car keys and I sat on the chair waiting. But, literally less than a minute later, he came back and said, "Sorry, you'll need to come back here at different date." I was not very happy about it and he offered me a small paper stating 're-clean' for my car at different date. I went back inside my new car and started the engine. After driving it for about 20 minutes (my house is about 35 minutes away from CarShop Northampton), I've noticed that the steering wheel is off the centre to the left, and this is the main reason why I wrote this review. There were more problems and I listed them down on my phone. -Steering wheel off the centre to the left. If I hold the steering wheel in perfectly straight centre, the car steers right -Sometimes central locking system in the car doesn’t work (have to press multiples time to get it locked or unlocked) -Front and rear windows wiper blades worn out -Boot door plastic trimming sticking out -Front passenger door handle sticking out (possibly snapped/broken) -Front left/passenger side headlight scuffs -GardX cleaning interior not done properly: passenger seat brown spot, back seats white circle spot. I’ve complained at the collection point before driving it off, they offer me a paper to have it re-cleaned at different date. Pictures were taken. I should have done a full inspection of this car before actually buying the car, but it was too late. Few days later, I had time to contact CarShop via live chat regarding these issues. They've noted it down on their system and I drove to CarShop Northampton on Thursday 13th June 2019. When I've arrived there, this staff called Michael.P approached to me and asked me to sit down with him to talk about the problems. This guy was amazing and made me smile. I have a bit of 'OCD', so I always prefer to have everything in perfectly order, so does Michael! After discussing the problems, he went to have a look at the car and booked an appointment for 19th June 2019 to have the car fully checked and re-cleaned. He told me that if they don't re-clean the car properly again, I am eligible for a full refund of GardX £299. He seems to care more than other staffs at CarShop Northampton. So, today is 14th June 2019 and I am still waiting to have my car's steering aligned and re-cleaned. I will re-review after I get my car on 19th June 2019, hopefully everything will be sorted. As you can see, I drove to CarShop Northampton from Milton Keynes on this new car, which costed me fuel money, and I will have to drive there again on 19th June 2019. I will be asking them to cover the fuel costs (doubt they will as they seem to care more about the money than their customers anyway). So guys...be fully aware before you buy the car, test drive the car for more than 5 minutes to see if you like it or the steering wheel is off the centre. Do a full interior inspection as well as exterior. I will be back on here as soon as my car gets 'repaired' on 19th June 2019.”

Helpful Report

Posted 5 years ago

“SHOCKING NEVER RECOMMEND CARSHOP TO ANYONE MIS-SOLD TWO PRODUCTS ONE BEING GARDX PAINT PROTECTOR My son bought car from the Cardiff branch on 24 May 2019. Once agreed that this was the car we watched a video and they said that this amazing product was FREE and worth £299.00 and IN the price of the car LIE ONE .. it was added the price of the car. Product two... we agreed to the legal protection for £329.00 with the finance person of 13 years experience. We asked if that's all it is £329.00 yes was the reply.. LIE TWO.. then added £90.20 of interest to it. My sons finance went up an extra £389.20 due to the miss sale of these products. I also found that a number of people have been mis-sold these products especially the GARDX. Please if you have been conned let everyone know.. I'm waiting for a reply after a 7 day investigation... and we will have to see what happens next...maybe watchdog will be interested in this company. Also they reason they have 5 stars on the trust pilot site is that they quickly ask you to write the review before anything is agreed or signed ...shambles.”

Helpful Report

Posted 5 years ago

“By far the worst customer service I have ever received! From both a member of the sales staff (Amy) and the Cardiff General Manager. Rude, disrespectful, and very disregarding of me as a customer. I went in to enquire about a very nice looking Golf, that I found online, and i was met with hostility immediately. First, I was quite forcefully encouraged to take out a finance package, before I even saw the car, and then sighed at when said I would buy outright. When I finally saw the car it looked really nice!! But they then wouldn't let me see the service history, or tell me when the last service&mot was when I noticed an altered lead in the bonnet. The Manager then came over and laughed at when I mentioned selling my current car to my partner instead of them! He then refused to let me test drive the car unless I put down a deposit for the car today!! Stating, "unless you can by it buy the end of the week there's no real point..." I was then told to go test drive a Golf at another garage and come back and buy their car here! When I then complained about their customer service, stating that I felt like I had been treated unfairly and disrespected, the manager proceeded to imply I was the issue, saying "no one else has any issues.." This was a real shame as I really liked the car, but I have been totally put off purchasing from them due to the terrible customer service. I hope it was just a bad day at the office for these 2, and I really hope others don't get the same kind of service I was given.”

Helpful Report

Posted 5 years ago

“Bought a VW Golf and everything was fine. Paid the money ready to collect the V5, MOT, Service History etc. to be told there was none - it must be at the other branch. Issued a V62 instead which meant £25 extra when I taxed the vehicle - This would be refunded when all the documents arrived and posted to me. That was 3 weeks ago and despite chasing them I have received nothing. Not the best experience. OK when you're purchasing, but after that not good at all in my opinion.”

Helpful Report

Posted 5 years ago

“Bought Mercedes from Carshop Cardiff . When driving home car started vibrating from N/S rear. Thought wheel needed balancing.Took it to local garage and was told the wheel was out of shape. So contacted Carshop . Who made me drive back to Cardiff to tell me they will order a new wheel . Took the car back a week later after chasing them on the phone all week. The finally changed the wheel , but changed the wrong wheel. So when l home I rang them . The excuse they gave me was there was nothing on the job card in the workshop. Poor excuse any one with any common sense should of ask the question, not take a one in four chance of getting it right. After three days later they agreed to send the wheel to Halfords Bristol for them to change it . When I got there the Carshop had not booked it in , so had to go back the next day . Finally done but there is still a vibration in the car . I’ve recently emailed the car shop of this problem, and was promised a call back from customer service manager. Three days later sill no reply. It seems once they’ve had your money they don’t give a f**k. I would not recommend the place or buy from them again.”

Helpful Report

Posted 5 years ago

“Terrible when it counts. Buy car, 2 hours later engine management light on, booked in to be checked. 6 days later total failure. Will not start. Immobilised. Have to organise own recovery to them to be looked at. No support in the meantime no courtesy car - no courtesy at all actually! Pending some answer but refusing to make any decisions to refund/repair or return my PX vehicle which is still on site. Generally being really unhelpful and hiding behind x days to look at it. Where is your sense of urgency? Still time to get on top of this and provide some customer service - lets see.”

Helpful Report

Posted 5 years ago

“Didn't buy a car because the car we went to view ended up knocking over my 2 year old, pinning him under the car and dragging him a couple of metres around the Norwich showroom. The car was driven by a now ex employee. Apparently the independent investigation attributed no fault according to the CarShop. The CEO wanted to send my son a gift basket!!! A gift basket!!!? I wanted assurances that this wouldn't happen again but didn't get any. Seeing your child get knocked over and the thought about what might have happened had he been in line with the wheels will live with me forever. No remorse or compassion has been shown. Had I read reviews before booking an appointment, I wouldn't have stepped one foot on the premises. From what I can make out, it's not just the Norwich branch that is unprofessional, it's all branches.”

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Posted 5 years ago

“Bought a car from car shop today mostly happy but had to wait around for 4 hours before everything was completed. Scott was very good with his customer service but felt he didnt explain a couple things very well. He did try to get us to take out finance although i had told him it wasmt required. On the whole he did well. Another gentleman Marc went the extra mile for us that no one else did he did a great job.”

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Posted 5 years ago

“The sales person Luke was very nice, tried selling us lots of add on's but i guess thats part of his job. The aftercare totally rubbish, there was 3 things that was agreed would be done by them and to phone and book them in. This appointment was cancelled twice then when it went in they only did one job, so booked it in again to have the other two jobs done, when it came back they had only done one job and im still waiting for them getting back to me to discuss the last job which they said they would. I would not recommend car shop to any of my family or friends”

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Posted 5 years ago

“Leon was very undermining and treated me with little respect, he may have had my best intentions at heart but it didn't come across that way. Slightly disappointed as insinctly I thought he was fab but I sadly didn't leave thinking that way”

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Posted 5 years ago

“The car is very nice and staff were very friendly and welcoming”

Helpful Report

Posted 5 years ago

“As 1 star is the lowest rating I can give, otherwise ZERO or a negative rating will be given. Please stay away from CarShop (Doncaster) branch and never ever do business with them. They will do anything to sell you a car that has previous been returned by a customer and then sell it on at a even higher price with the fault not being fixed!!! Due to the data protection act, I cannot give the names off the staff, but I have been dealing with the same sales person throughout. This is my long story: On 21/07/2018 (Sat), I decided to buy a car so me and my family went into CarShop (Doncaster) to take a look. After having spoken to the sales person, I was shown a car that matched my requirements, we was also told the car is quite dirty as it has only just come in. As the car was a bit over our budget we decided to leave but the sales was very pushy and kept on telling us to take a test drive. To be polite we did. After we told the sales we needed to go for lunch as my 5 year old son was getting impatient and hungry, The sales did not want us to leave and tried to make us sit down to discuss the finance options available. After 10 minutes of persuasion we managed to leave. During lunch we googled information about the car and we did some research on the Mercedes website. We then looked at the advertisement placed on the CarShop website and the specs listed matched those of Mercedes. After some discussion, me and my husband decided we liked the car and decided to go back to see the types of finance options available. We noticed there wasn't one inside the car (which was listed in the specs) so we made note to ask the sales later. When we went back, we took another look at the car and asked about the ignition push/start button and keyless entry, the sales told us he has NEVER heard of an ignition push/start button and the only way to start, open and lock the car was with the key. We was shown the finance options available by sales team manager. They asked for my personal info and did a credit rating score, the result came back to be excellent. They then told me with my credit score, the lowest APR they can offer me was 13.9%!!! That was absolutely ridiculous I can get around 6.9% with my own bank, because of this we decided to leave. Then the sales joined us and both him and his manager both told us that 13.9% APR is a very good rate and we will definitely not be able to get an APR lower than that anywhere else!! As we was very firm, they then said they can the lower the APR to 12.9%, then to 10.9% and finally to 6.9%!!! So guys please be aware, the APR they give you must be negotiated, otherwise they will trick you and tell you that is the lowest APR they can offer with your credit rating. We then told the sales we will come back on Monday as we wanted to do some research and sort out insurance first. The sales then told us, we do not need to worry about insurance as they can provide us with a 5 DAYS FREE CAR INSURANCE so we can drive away today after the financial side has been sorted. As this was quite tempting plus we have another car to P/X, we decided to go ahead with the purchase. Before even the sales was completed the sales told me to write a 5 star review for him in trustpilot, mentioning his name and also the good job he has done. Luckily there was a problem with the network and my review wasn't uploaded otherwise I will be giving wrong review. I was then taken to another room to sort out my finance. My finance and insurance was handled by the business manager. In the end, finance couldn't be completed on the same day as it was already 5pm on a Saturday so we was told to come back again tomorrow at 11am. That night like all other people, we did more research on the car. We noticed the ignition push/start button and keyless entry was a standard spec for that car model and both these specs was listed on the car advertisement on CarShop website. Therefore my husband told me I must query on this point tomorrow as he was not coming with me to sort out the car. On 22/07/2018 (Sun) at 11am, me and my son both arrived at CarShop to complete the purchase of the car. The finance side went smoothly but was then told the 5 days free car insurance cannot be given. The sales then said it was not their responsibility to sort out insurance and it was only subject to T&Cs and a matter of goodwill from CarShop that it may be given!!! They then told me I will have to take the car home and sort out insurance myself, in other words, take the car and bugger off!!! The sales NEVER mentioned the T&Cs to me and NEVER mention one word that car insurance may not be given!! The main reason why I decided to go ahead with the purchase was because the sales told me I can drive the car away on the same day without having to worry about insurance as CarShop with provide me with a free 5 day car insurance. I told the sales I will not sign for the transfer of the car until the car insurance has been sorted. the business manager asked us to settle this matter outside her room as it was not in her area. I then asked the sales about the ignition push/start button and keyless entry function and again he told me the same thing. The sales then asked his team manager to come over as he too owns a Mercedes. It was then proven the car does have the keyless entry function but he also said he has NEVER heard of an ignition push/start button AND HE OWNS A MERCEDES HIMSELF. I then asked him then why is the spec listed on the CarShop website? His reply was the people who write up the specs made a mistake and it should not be there!!!! I then showed him a video on youtube showing the existence of the button but he just didn't want to know. After 20 minutes of arguments, I told them I did not want the car until the insurance and button has been sorted. I was then told they cannot make a decision and was told to come back tomorrow. They then told me it was their day off and they will pass my details to the member of staff who will deal with my case and I should expect a call before noon. Off course, no calls was received and I had to call CarShop myself. My details was never passed on and no messages was left to for the staff to contact me. Again on 23/07/2018 (Mon), we made our way back to CarShop and spoke to the staff in charge. He then arranged our 5 days free car insurance and gave us the ignition push/start button. On 23/07/2018 we drove the car away. The nightmare hasn't finished!!! On 29/07/2018 (Sun), my husband was cleaning the car and to our horror when looked at the car under direct sunlight, we can see the passenger side doors has both been repaired. The passenger roof rails were full of micro bubbles, there is a large amount of primer inside the passenger side door shuts, an over spray on the black gloss panels between the passenger doors, excessive amount of fillers in the passenger doors and bad smart repair made to the rear offside bumper corner. You can imagine how we felt, as we just paid over £20,000 for a car. We sent an email to CarShop immediately asking them to either rectify this fault or give us a full refund. This was done within the 7 days and 30 days period. I spoke to the customer service consultant and was advised she has received my complaint within the stated period and my case will be forwarded to the Customer Service Manager (CSM). A message will be sent to her and I should expect a call from her on Monday. That night, my husband was speaking to the people on Mercedes forum, with people who also owns a car like the one I purchased, to our horror we ended up speaking to a gentleman who had previously purchased the same car from Carshop (Doncaster) with the same issues!!! He informed us after many weeks of arguments he finally received a full refund for the car just a few weeks ago. The gentleman sent me over pictures of the faults (which is identical to mine) and also a receipt of purchase as proof. Therefore, CarShop (Doncaster) took the returned vehicle and continued to sell it on without rectifying the problems!! They even sold the car to me at a higher price!!! On 30/07/2018 (Mon) morning, I took the car to Mercedes and another body repair specialist for them to inspect the paintwork, both had advised me the job done was not acceptable. Too many fillers has been used and has not been sanded down properly. The micro bubbles in the paint will crack when the cold weather comes and the spray job is done unprofessionally. Later that afternoon, I had to call CarShop to speak to the CSM as again they did not contact me. I was advised to take the car in for her to inspect as the photos of the faults was unclear. The CSM advised us she will show the faults to the prep department and inform me of the outcome. A few days later, the CSM called to inform me a specialist will come over to inspect the car and will give a report to the prep department. On the arranged date, the specialist did not turn up and again another date was arranged. When the specialist came, again we was advised it was an unprofessional job. On 14/08/2018, I received an email from the CSM informing me she will speak to the Head of Business today about my case and will let me know of the outcome. Of course no contact was made. I called CarShop (Doncaster) every week and left messages for her to return my calls NEVER did she once call me. On 21/09/2018, I called CarShop (Doncaster) and was told she was on holiday, therefore I emailed her asking her whether she has forgotten my case? I received an email back telling me she tried to call me on 01/09/2018 to inform me the they will not accept responsibility for the paintwork. I really would like to know, being a Customer Service Manager, is this the way to end your clients complaints via a phone call which I have never received?!!”

Helpful Report

Posted 6 years ago

“Shopped online to find car. Had to bring it down for a fee but it was taken into the price. Gary took care of us and took us for a test drive. Would definitely recommend.”

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Posted 6 years ago

“Terrible after sales experience from customer services Doncaster having purchased a BMW33d from them recently. I would never buy another vehicle from them. One word to describe the experience. Awful.”

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Posted 6 years ago

“Quality of product and personal email to thank me for my custom”

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Posted 6 years ago

“Car shop in Cardiff could not do enough for me and they were very professional. thanks guys.”

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Posted 6 years ago

“I have recently purchased my car from CarShop, Northampton, their service in their premises (Showroom, Service Centre) was really very good. Stuffs are knowledgeable and friendly, they help so quickly to arrange the car to show me and made everything on right time and in right order and finally I got the car deliver to me within a day. It was a nice experience with CarShop, Northampton. I am happy and would like to recommend CarShop to my friends and others. Service centre stuffs are very nice to their customer and capable to handle query or response without delay a long. I went there without prior appointment but still they respond very quickly which is really remarkable.”

Helpful Report

Posted 7 years ago

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

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