Name: CarShop
Rating: 1.77

“Avoid Cardiff branch at all costs.”

Posted 6 years ago

“We felt with a lovely guy called Richard today and he was brilliant. We went in to find a car for my mum. It was busy but we were treated so well and ended up getting the car! Couldn’t praise him enough”

Helpful Report

Posted 6 years ago

“Don’t buy a car from Car Shop you’ll get better service from a back street garage than you will from Car Shop. I got car off them in mid June, had it brought up from the Cardiff shop to the Norwich shop. They said they would keep in touch and let me know when the car was in Norwich, no they didn’t took me 2 phone calls to find out it was ready to pick up. When I went to look at the car it see if I wanted buy it it was covered in bird muck when I asked why it had not be washed they said they wouldn’t clean it as I was not buying the extra paint package off them. After I complained they relented and cleaned the car. On checking the car I found the interior rear view mirror was faulty they agreed to order a new one and fit it when they got it from the main dealer. That took 6 weeks and umpteen phone call too customer service to get it sorted. Each time a lady called Julie would be on the phone on customer services and was not very help full I’ll ring you when we get it. I phoned last Friday 26 July managed to speak to someone else only to be told we’ve had the mirror in the service department since the 10 July. So I seems Julie in customer service could be bothered to let me know they had the mirror. Managed get mirror fitted the following day. All in all it was not a good experience all the are interested in is you getting finance off them to buy the car, luckily I was paying in cash for car or they want you to and buy extras off them warranty cover, paint protection or weeks car insurance Like I said at the start avoid Car Shop worst experience ever buy a car somewhere els. They promise everything and never keep to there word”

Helpful Report

Posted 6 years ago

“I firstly, rang up to book an appointment to view one of your A Classes, however was rang two hours later to be told it had been reserved. This was fine. I then reserved the A Class which I have now bought. once I was told that I could pay £99 to reserve which was fully refundable. I came to view the car that same night with my father. It however had a chip in the windscreen. I was told this could be glued but was not happy with that as it would most likely get worse in the winter. The manager then came over and told me if I claimed for the windscreen chip on my own insurance that Car Store would pay the excess. I was astonished by this as this would count as fraud as it did not happen whilst I was the owner plus it would increase my excess. Car Store refused to then replace the windscreen. I then paid £200 to get an A Class down from Gateshead which I was told was in perfect condition. Once it had arrived, I rang up and was told by a member of staff it was in perfect condition and ready for me to view. I then attended your Chilwell branch for the second time and it was not in perfect condition. The scratches were quite visible on the front and back bumpers and he just said “I didn’t see these”. I then stated that this was a second wasted visit and that I would only be interested now if you replaced the windscreen in one I've now bought. This was approved. I then noted to the staff member whilst my Father was witness that the string on parcel shelf was broken. He said he could glue it and I said no I wanted it doing properly. He assured me this would be done by the Saturday I came to pick it up. He also said the chips in the door would be fixed too with a touch up pen. I rang up the day before the Saturday, was told by a member of staff the windscreen had been replaced and that the parcel shelf string had been fixed. So, the Saturday morning came. I came in, the windscreen had been fixed. However the parcel shelf had not been. And neither had the marks on the doors. I was quite upset about this as this should have been the day I picked up my new car with no problems. Just a swift transaction. I was in your store for approximately 2.5 hours sorting this parcel shelf out. When the colleagues were in the body shop with my car, my Father walked in and stated he saw them trying to glue the parcel shelf plastic cap back in, even when I had told them it needed doing properly. I then said I wanted to speak to the Manager as every time I had come in I had a different person dealing with me and they didn’t now anything about the case previously, which did not help at all. The Manager, was initially quite helpful and apologised (first one I had had). She said she'd get this sorted with Mercedes and that if I took it into them that Car Store would pay for my fuel to and from Mercedes and the total bill for the shelf. I then took the car away that day and rang Parts department at Mercedes on the following Monday. I was told to come in so they could have a look at the shelf. I took it in the Thursday and they said it was do-able and gave me the price. I then gave a staff member at Mercedes, the manager's details and he said he’d send them to her. I then get a call two hours later from Mercedes, sating that he’s spoken to Car Store but has not yet given the go ahead and said she would speak to me. I then rang Car store, who did not call me back until last thing that day. The manager said she had sorted it and to book it in. So this is what I did. So today, I took my car in again to Mercedes and dropped it off. The colleague dealing with me asked me if it had been agreed with Car store properly as he had nothing on file from Car store manager. I said it had and to contact Car Store for the bill. He stated Mercedes had emailed Car Store previously for authorisation and they had never replied. However, The Manager at Car Store had told me she had sorted it, Mercedes did not know of this and had email proof which they showed me (no replies from Car Store Management). I then get a call an hour before I am supposed to pick my car up from staff at Car Store saying there’s an issue with the accounts your end and I will need to pay the bill and claim it back. I was very stressed by this as it had been agreed with The Manager over two weeks ago that Car Store would foot the bill. I then rang Mercedes who told me they would have to hold my car until I paid. I therefore had to go in to day and pay the £99.28 which should have been paid by mercedes. I have not had one apology for this. I did not expect a car sale process to be so stressful and I believe I am owed compensation for the disorganised and stressful situation I have had to endure at the hands of Car Store.”

Helpful Report

Posted 6 years ago

“Put a deposit down on a vehicle, asked the salesman twice to check it was still available. Went to collect the next day to be told it had been sold to someone else and head office should have called to let me know about the error.”

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Posted 6 years ago

“Worst experience I have had buying a car in the end didn’t bother apart from 6 visits and over 10 hours waiting walked out the car I was buying don’t buy it’s been painted over in there garage it is a Mercedes B class reg LM15 JNO at the Sheffield branch the staff havnt got a clue what they are doing not even a phone call with a appology do not use car ship Sheffield”

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Posted 6 years ago

“Jordan febbo was amazing areal big help”

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Posted 6 years ago

“Took our car to the York branch where crew member Jeremy dealt with the sale. Very quick transaction, Jeremy was really helpful with a great personality. Excellent customer service. Highly recommended.”

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Posted 6 years ago

“Car shop are quick when it comes to sales the service level is spot on after sales service the level then drops. I requests for call back but instead i happen to chase them call after call. When it comes to booking for repairs or vehicle service the staff are nice but overall the service level is appalling and they still don’t do anything to change the level of service they give.”

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Posted 6 years ago

“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.”

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Posted 6 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 6 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 6 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 6 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.”

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Posted 6 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.”

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Posted 6 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 6 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.”

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Posted 6 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 6 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 6 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”

Helpful Report

Posted 6 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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