I recently brought a car from this branch, after purchasing the car I found out the vehicle had been in some sort of accident. I immediately went to see the salesman for more information on the accident. He referred me to his consultant manager, who asssured me he would look into the matter and get back to me. When I did'nt hear anything from them I contacted the branch again and was told the customer service dept were handling the matter and would ring me back within the hour. Again I heard nothing and every time since i've tried to contact them they have failed to come back to me. I'm very disappointed this was'nt disclosed to me before I brought the car, as it may have influenced my decision to buy this vehicle. Their customer service is non-existant . So I wont be recommending this company to any of my friends. Please ask to see all documentation before you buy.
I bough a car from this company and the gearbox broke down just after 5 months. I bough the car with break down warranty and it had manufacturer's warranty for another 2 months. However, since the car was not properly serviced before the purchase, my warranty and breakdown cover were voided. The RAC told me that that CarShop was supposed to service the car fully before issuing the cover (which is one of the conditions for the company). This has cost me around £4000. I tried to contact the CarShop on numerous occasions, but they did not respond to my calls or emails. I would advise to avoid this dodgy company as much as possible!
Found a car we loved, put deposit down £300 to hold for 7 days as selling out house and waiting for money to go through. Sale took further week and they held it no problem for us still. Called them on the friday, got the answerphone so left a message, saying were were ready to proceed. This message was not passed on or picked up. Then, , fault with air conditioning and needing a MOT was not passed onto whoever despite being discussed on viewing the car and seeing the salesman so this delayed the pick up AGAIN. Finally had it's MOT but the air con fault still not sorted. Salesman advised me parts were being pinched from another model in the showroom to see if that would rectify it (alarms bells should have been ringing then) but problem remained. Advised it would have to go to Robinsons to have fault rectified at the carshops expense but all this and 3 weeks down the line from initially ringing and saying we were ready to go ahead, and we were still no further forward. Option given to have the car with faults, book it into Robinsons and Carshop would pick up the bill which we declined, who wants a car with those faults and the inconvienence of boooking it in yourself and being car less during this time? After everything that happened my husband said enough is enough and rung the salesman (answerphone again) to say that he had changed his mind about the purchase and to refund the £300 deposit paid. Money taken on 3rd August, we cancelled the car 2 weeks today and we are STILL WAITING FOR OUR REFUNDABLE deposit. Oh and don't believe the paperwork where it says the money will be refunded basically by the same means as you paid it. My husband has rung them on numerous occasions asking for the refund and was advised this would be refunded by cheque and gets fobbed off with accounts department closed, or operations manager not in today so someone will call you back, yeah right.
My sister warned me that once they have done the handshake it's down hill from there but we had fallen in love with the car and thought it was probably a bit of bad luck for them but no. Honestly, not worth the hassle.
Quick enough to take your money, couldn't be any slower in refunding (and not by the means stated in black and white), do not return your phone calls, and keep you waiting for the car. Great in the showroom, couldn't fault that but beyond that a complete waste of time................... Oh an I am sure that they will respond to this with some complete and utter load of bull
The good points - Rob P, the salesman was excellent. The warranty and insurance were sorted out relatively quickly and the car itself is very nice to drive so far.
As the car had only just arrived in the showroom I wasn't able to drive the car away on the day as there was no paperwork with it i.e. MOT certificate, service history. Also the CD player and air con needed fixing. I was told it would be ready in 5 days time and that someone would ring me to tell me when it was ready to pick up.
The bad points - No one had called by 1p.m. on the day so I rang CarShop - no answer. When I got through I was told someone would call back, but no one did, so I had to ring again. I have had no replies to 2 emails I have sent and no reply to the message I left on the answer machine which I find annoying.
Bought my car from CarShop Norwich on the condition that four things would be seen to by them prior to my collection. On collection of my vehicle they denied knowing anything about the work - despite it being typed on the sales invoice!
They eventually booked my car in after promising to call me with an appointment, which they never did - I had to call them! I took my car in for the work to be done and then received a call to say that they couldn't do the work as it hadn't been "authorised". After fourteen calls, most of which I was either hung up on or transferred to an answer phone I eventually got through to the right person and have now been promised for this to be rectified. If this isn't sorted tomorrow I'll be returning the car. This is breach of the sale conditions as the work is listed on the invoice as part of the sale! Will certainly not buy another car from here.
Quality Excellent, Appeal Excellent, Service Excellent
My first visit to the Norwich Car Shop showroom was by off chance, as I was in the area, and was only thinking of changing my car. A friendly staff member greeted me, took some brief details as to what I required and we headed out to have a look around. We passed through the airy showroom and out onto the well stocked forecourt to study a few examples for my needs, nothing was of interest at the current time, so I said I'll pop back another day. In the meantime I used the excellent Car Shop website to keep tabs on what was available, good views of the cars, reviews, specifications and even online chat. Second visit I was greeted by Connor who was most obliging, answered all my questions and we arranged a test drive in the vehicle of my choosing. Which went so well I ended up purchasing the car hassle free the next day, plus giving me a decent trade-in for my old car. Despite a few technical problems with the car, nothing was too much trouble for the staff at Car Shop, Britt being one of the top of my head, was very accommodating and sorted everything. Throughout my dealings with Car Shop and the staff therein, I can heartily recommend you giving them a look... 10 out 10 - great service
Buying process was relaxed and friendly; and the finance / warranty sales were not as pushy as expected (still got all the usual nonsense about having to sign for FSA purposes even though I had not requested any finance or other services - just wanted to buy the car!).
When I collected the car, there were things missing (that were there when the car was purchases) eg drinks holder. I noticed this on collection and reported it before driving away; rather foolishly I accepted their promise that they would send these on. They have not been received despite two chasers (and further promises).
It's not big stuff that's missing, but for me it means that they are acting without integrity as they shouldn't have been removed them in the first place, and they should have rectified it as promised. Integrity is pretty important when making such a major purchase so cannot fully recommend at this point. I will update this review to let you know if they eventually replace the removed items (as promised!).
My partner and I found exactly the car we were looking for on our second visit to the Car Shop Norwich. Were sold the car by a friendly young man who answered all our questions. We didn't feel pressured at all to buy. Then organised the finance plan with a specialised financial advisor, all went smoothly. We took out a service plan with the Car Shop where you pay just under £10 a month for a yearly service. Sounded like a good deal and we were attracted to it being young homeowners as the monthly plan just helps us budget more effectively.
Drove off in our new VW Golf same day thoroughly pleased and were recommending the Car Shop to friends.
But it has all gone downhill since then. Two days later a warning light appeared on the dashboard. On going to a local VW service centre to get it checked out, they flagged up a whole host of other things that needed attention:
- both bulbs above the registration plate had gone (the reason for the warning light)
- one strap from the parcel shelf missing
- cigarette lighter not working
- scratches on windscreen from wiper blades
- battery cover missing
- both front tyres worn to 3mm
And worst of all:
- front and rear brake pads significantly worn (rear brake pads 90% worn)
Why were none of these checked and rectified before we purchased the car, or at least mentioned to us upon the day of sale? Some of them are acceptable as it is a used car, but the worn brake pads are a serious issue.
When taking the car to the Car Shop, they agree only to replace the rear brake pads for free and not the front, even though they are all very worn.
And trying to speak to someone who can help at the Car Shop is a challenge! They don't publicise the individual centre numbers so you have to phone an 0800 number to be put through to a call centre, who then gives you the direct number for the customer services team in the shop. So I called that and it rang about 10 times before going to voicemail saying they are only available 9-5. What CUSTOMER SERVICES team nowadays isn't open until at least 6pm?! Useless. So I phoned the number given on the answer machine message only to be put on hold. Their hold music is ridiculous and it is randomly interrupted by the MOST PATRONISING recorded message of a woman saying how 'lovely' their sales team are, give them a call, 'you know you want to'. Ergh. When someone finally answered she called me 'sweets' and was not helpful in the slightest.
I will be asking them to fix what they should have done before we bought the car. And for the other minor things, I will be going to the VW service centre who actually care about their customers and their cars.
I will definitely be cancelling my service plan with the Car Shop and it goes without saying that I will never purchase a car from them again.
found the car i was looking for,few items i pointed out that needed doing[no problem sir we will get them done]following week i returned ,ushered into the payment room paid the full amount on debit card,ushered to collection desk signed quite a few forms out and given a few as well,got given the keys escorted to the new car then noticed work was not completed,the answer i got was dont know nothing about the works,eventually a customer services rep arrived,reply was we can get that done if you would like to come back,i live 40 miles from the showroom,i also phoned on the following day to tell them bits were missing from the car when i got home, also found some more damage,customer services was not present at that time but they will ring me monday,,,still waiting would not entertain this company or recommend to any one not even my worst enemies
Used the valuation service online, came up with a ball park price and I left details for them to book in an appointment (Sat afternoon) later I get a call to book in an appt for Sunday morning I explained I wanted a valuation not sure on whether part ex or just sell it to them, chap said fine just bring your car in and we'll have a look.
Travel in Sunday morning, I speak to a chap... "can't value your car we don't do it on a weekend, it's done by Mannheim they just tell us blah blah blah" "I can do a HPI check to see roughly but can't confirm anything"
Absolutely of no use to me whatsoever, why allow me to book a valuation appointment online and confirm over the phone to have it looked at on a weekend if you can't value the car.
Walked outside to have a peruse, all the cars in their showroom outside were in shoddy condition anyway scratches all over some new cars (as in no attempt to polish them up to make it look more appealing), dirty filthy cars, not exactly making me want to buy them if they arn't going to look after them while they're in their car lot.
We bought an Alfa Romeo last year and found the whole experience wounderful, we had been looking at cars for about 3 months and had visited lots of main dealers. Many were not interested if you were buying second hand one London dealer knew we were coming to view a certain car when we arrived flat had a flat tyre and was filthy inside, salesman said we do not prep the cars until they are sold. The CarShop at Norwich were very helpful the car was clean and ready for us to look at. Karen the sales lady went out of her way to help us and would like to say a big thank you to her.
Well, we obviously didn't read the reviews prior to visiting the Norwich Car Shop, if we had we may not have made the journey.
Our experience was very positive, the sales guy Edd was open about the way Carshop do business and the fact that the cars are not their's and that they are selling on behalf of other companies.
The sale was not very difficult as we knew what we wanted and the budget we had. So we reviewed the cars that they had in Norwich and decided on another model in Northampton.
We found a cost effective model, put on the extra cost of a 2 year warrenty and the protective sealing for the interior and exterior and we will see if we need any of this expense over the period that we own the car.
I think we probably saved a few thousand against buying a similar car from a standard car sales location and maybe four grand against buying from a main dealer.
My advice do your homework before going through the door.
PS The coffee is bloody awful.
Bought a Citreon C3 2011 plate yesterday. Was a bit dubious at going in to car shop as thought it would be hard sell. We were served by Jason who was polite and helpful. The whole process was good with no pressure, Johnathon business advisor was helpful. No problems at all, A good company to use.
Very pushy from the start they ask you for money before youve even found a car... we paid 50 pounds to have a car brought down for us to Norwich grand scenic the trade in was very low for mine managed to get them up a bit and the car was due for a service they told us but they wouldn't do it if we bought it we argued this out and in the end as part of the deal they agreed they would do it if we put deposit down... so test drove car and agreed a deal... went to pick up car and asked to see service they lost service book so asked them to find it on computer they retrieved one done by first owner and said the sales guy had said our car had been serviced again as we had requested.... hmmm it turns out they had lied our car had not indeed been serviced at all by them we asked to speak to manager who was a complete arse and gave us a take it or leave it attitude regarding our service he said it had been serviced in nov so he wasnt going to do it again but we pointed out ok about that but your sales guy had lied to our faces and infact had falsely filled out a service card to say it had been serviced to shut us up lies lies lies.... the manger was not interested in solving the matter and was happy to allow us to walk out even though all insurance was swopped over to new car incurring charges by my insurance company he didnt give a shit ....we walked as felt if they could lie about that what else would theylie about so glad I did especially now ive read all these reviews never go to car shop!!!!
Paid £9.000 for a BMW 1 series from the carshop Norwich , 5 weeks and 400 miles later the steering column failed costing £748.88 .Went back to car shop with my 3 mth warranty papers as this stated I was covered to be told the wrong papers were given to me and I'm not covered . Kept Calling them over 3 day no one would call me back , I payed them four visits no one was helping me the customers care manager was so rude I was close to breaking point at this time .The store manager told me that's a risk you take when you buy a used car and they was not going to pay for this or help me at all . My husband was on the internet till gone mid night to read up and print off office of fair trading act . we called the previous owner A Lease company to find out ant history of this problem , as the car shop was selling it on their behalf to be told the steering column needed replacing but was never done and they didn't realise till now . Took all the information to store manager who the agreed they would pay . This went on for 11 day and brought us so much stress and restless night and man hours researching our rights . Don't put yourself through this I've never felt so ill in my life very very disappointed .
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If you buy a car from CarShop and find the same car available locally within 48 hours at a lower price we will offer to refund the difference in price. And not only that if your not satisfied with your car you have 7-days in which to return it to us.