I was happy that once I sent in my inquiry Jamie was on the phone and secured me the car the following day. He then was very helpful with any information I required after this. Jamie then went on holiday and it turned into a shambles. I was firstly told to go in and test drive the car on the Friday. I arrived and no one knew why I was there. A group of colleagues sat whispering before one approached to ask me why I was there. I was able to test drive the car which was great. The process afterwards was a bit of a joke. I was told I could pick my car up the Tuesday when I called for an update they told me that they didn't have the V5 so would need to chase previous owner and that they would call me back. This went on for the next 3 days of someone promising to call me back and every day I kept having to phone for an update. It took a further 2 weeks of me chasing to finally get my car. I was booked to come in on the Monday and got a phone call 2 hours before to advise that the previous owner had gave the wrong log book so couldn't collect it that day so booked me in for the following day. The Tuesday came and I called in to make sure everything was ok for me to come in. I was then told that the couldn't get a hold of the previous owner at all, they would try again and get back to me. I then received a call to say that the log book had been sent in first class post to Peter Vardy and should be here by tomorrow at that stage I advised that if the car wasn't available for me to collect on the Wednesday then I would be withdrawing. The Wednesday came and I got a call to advise they still didn't have the paperwork however as it had been changed over from the old private reg to the new reg then they could now tax the car. Bearing in mind I had done my own background checks on the car and the change over took place on the 4/8 and this was now the 31/8. I had told them on the phone on 2 occasions that it is no longer finance purchase and it would be a cash purchase. I also told them I didn't want gap insurance or paint protection. When I arrived at the carstore I was booked for 7pm and it was 7.50pm before anyone was able to do the handover. Colin was lovely and was very professional and apologetic however when he handed my paperwork to me it was all incorrect.(not his fault) I had gap insurance on it and also the paint protection. I then advised I didn't want any these products to be told that Gap insurance could be taken off but as the paint protection was already on the car then it was too late. I then had to pay £249 for something I didn't want as no one actually took the time of day to go through everything with me prior to me coming in. They just assumed after being told I didn't want it and it got put on my bill. I was basically told tuff it's on now so you need to pay for it. This was by the managers on shift at the time. Once again Colin at the end showed me around the car and was very helpful and Jamie at the beginning was helpful however in between dealing with the handover team was extremely frustrating and I didn't feel their customer service was great at all. I now have my car and it is great. I received a call from Jamie to make sure everything was ok and I was thankful of this. Great service at the beginning and the end from Jamie and Colin but through out the process it was very unprofessional and frustrating.