The showroom is lovely, modern, wide open, clean and warm, all indoors which is great. The welcome was second to none, friendly staff, they have a temperature-taking camera and safety procedures in place. I was highly impressed with all of that. My car, once delivered was clean and had been valeted inside. The reason for the low score is what happened after I purchased. I was hassled to come in and collect the car despite telling them I had an urgent medical appointment. I was harrangued about them meeting their targets (it was the last day of the month) and I reiterated that I didn't care about targets when I had to deal with my health. As it turned out the car was not ready at all, but their insistence caused me to transfer my insurance over, leaving me without transport. After several phone calls (I made) it came to light that a part was on order and it could be days or weeks before the car was ready. To their credit they gave me a courtesy car and as luck would have it the part arrived quickly. Unfortunately I had to do a 45-mile round trip to collect the courtesy car and was kept waiting for 25 minutes because the relevant person didn't realise I was there (even though I saw the reception staff radio through). The poor internal communications, coupled with the terrible communication with me have resulted in the score. The impression I have is that all the customer service is front-loaded to get you to part with your hard-earned cash, then they cast you aside as an annoyance once you've paid. I did try to speak to them afterwards, so far two unanswered emails, so I've given up.
7 months ago
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CarStore Dundee has a 4.77 average rating from 2,720 reviews

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Alice, Customer Support

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