Cazoo Customer Centre Bristol Brislington, Bristol

Reviews

1. Jack Lloyd ★☆☆☆☆

   Terrible expirence so far. Cant get a repsonse from cazoo! We traded our car in and got a new car with cazoo. The exchange went through smoothly! Fast forward 2 months and we had a check engine light. It took cazoo 4 months, 28 emails & countless phone calls to get our new vehicle into a garage for a diagsnotic test. The problem has finally been diagnosed at a local qwikfit but because we’ve now had our car for longer than 6 months we can no longer take it to a local garage to be repaired. We have to take our car to cazoo in Bristol. We are a little frustrated as we reported the issues within 2 months of having the car and it’s Cazoo’s fault that we’re outside of there 6 month period. To make matters worse, they can only repair our vehicle mon-Friday as their mechanics don’t work weekends. Reluctantly I agreed to the appointment, and said I can only drop the car up on a weekend as myself and my partner both work 9-5’s. We will then require a courtesy vehicle whilst you carry out the midweek repair. Cazoo said they can’t guarantee there will be a courtesy car (there wasn’t) but they can offer “assist with your travel costs for one day for up to £20.00 if you can gain a digital VAT receipt.”. Baring in mind travelling to and from Bristol is a 68mile round trip. It has taken 6 months and a ridiculous amount of phone calls and emails to get to this point and they can’t even book us an appointment with a courtesy car in place. This is a joke! I don’t know how they expect to keep our vehicle for potentially days on end. Unfortunately, we are a single car household with 2 working adults and 2 children that attend 2 different schools. Am I being unreasonable? In my opinion, after all this hassle, the least they could do as a goodwill is to arrange a courtesy vehicle. I’m at a loss of what to do. I can’t get any answers when emailing. Just been on hold for 2hrs and 1min only to be cut off without even speaking to anyone. I have now submitted claims with both watchdog and the motor ombudsman in hope for some results. We also have a service & MOT aftercare plan with them, we even pay extra for ‘local garage’ use. So far I see no point in this and will be cancelling the direct debit immediately and calling (if I can get through) to arrange for what we’ve already paid to be refunded for this. I would never recommend anyone buying a vehicle with cazoo. Worst decision I ever made!!

   almost 2 years ago
2. Maria Myers ★☆☆☆☆

   We have had a litany of problems with Cazoo. First car we brought from them was all fine, a diesel Ford, but had hardly any fuel in it. Cazoo then filled up the car I had owned for a grand total of ten minutes with petrol. The ignition was started no less than three times (twice by Cazoo) and I had to take it straight back as the car went into limp mode. We were told we would hear from the Bristol Centre directly. I have never heard from them again, not even a written apology for damaging a car I owned through their negligence and poor training of their staff. Suffice to say we refused this car that we knew had been misfuelled, especially after we were told that all the mechanics had done was drain the fuel system and put an additive in (I don’t think the fuel filter was even replaced) and we had no confidence that any further issues would be resolved by Cazoo. However, we felt a lot of pressure by staff to take this car. They subsequently re-advertised the car £800 less than I had originally paid. Having had a decent experience with trading in my car, we thought okay that was one bad experience, let’s get another car from them, maybe we just had bad luck, as other people we know have had a fine experience with Cazoo. While we were waiting for the second car to be delivered, we had a hire car that ended up with a puncture. The customer care member of staff I spoke to, Josh, was rude and obnoxious and told me I had to phone RAC myself to sort the car out. It transpired when I phoned the RAC that they had given me the wrong information and Cazoo had to phone them. Back on the phone to Cazoo and they tell me that the RAC will tow the car back to them. When the RAC turned up they once again told me that was wrong and it’s a regular occurrence they have that Cazoo consistently give people the wrong information. The RAC rescue guy even told us he wouldn’t trust a single Cazoo mechanic with his car. We ended up with an undriveable car on our drive and Cazoo never updated us with what they were going to do to salvage their car. The logistics guy, Garry, who dropped off car number 2 was lovely and wonderful, and even took the hire car we had back to Cazoo that the Bristol centre had seemingly abandoned. We subsequently discovered a couple days later there was an issue with the parking sensors. I reported this to Cazoo, and five days later had an email and a missed call from them, asking for three work days to book the car in to be fixed. I gave three dates and asked how long they need and whether dropping the car at midday would give them enough time or if they’d offer us a courtesy car while they fixed a problem that their 300 point inspection clearly didn’t pick up. I have since been ghosted for over a week. I would warn anyone against buying a car from Cazoo given the litany of problems we’ve had. The small handful of staff I dealt with who were great do not make up for a systematic problem of poor conduct and mistakes that should not be made. We have essentially been ignored now we’re past the 14 days to return the car and I’m completely fed up with Cazoo. If you take anything away, don’t touch Cazoo with a barge pole.

   almost 2 years ago
3. Dale Curtis ★★★★★

   We recently sold our Ford Fiesta though Cazoo and it was a surprisingly good experience. Initially, we used a number of car selling sites to get prices for the Fiesta and Cazoo offered the top price by some margin. So we arranged an appointment at the Bristol Customer Centre in Brislington expecting the price to be reduced on inspection of the car. We were prepared to walk away if the price offered was reduced considerably. On arrival, we were impressed with the luxurious building and the friendly welcome from the staff. We were offered a private room to discuss our car sale. After a lovely coffee and a wait of around 15 minutes whilst they checked over the car, we were told that they would honour the original price offered. They then immediately transfered the money into our bank account. Very impressive from start to finish!

   almost 2 years ago

1. kian edwards ★☆☆☆☆

   DO NOT BUY A CAR FROM CAZOO. I read mixed reviews but thought I’d try them as the car only had 30k miles . Biggest regret of my life . Spent £23,000 on a 2019 a class and today the drivers screen with all the speedometers and important information has gone black and unable to be viewed, even when I got to the branch to collect there was damage which wasn’t listed , one of the keys was missing when the car was advertised with 2 and the reversing camera was broken! I was told I’d get a call in a few days to get it sorted and have heard nothing. Tried calling support but never get an answer . They will happily take your money but not help you afterwards. Take this as your sign not to do it as I thought it won’t happen to me or m I’m sure my car will be okay but it’s not.

   almost 3 years ago
2. Stuart Evans ★★☆☆☆

   Very frustratingly, they called me 5 minutes before I was due to collect my car (i.e. on the bus to the way there) to let me know the car wasn't on site and therefore unavailable. Cazoo HQ sorted out compensation for taxi home and rearranged a free delivery but I wouldn't trust the Bristol team with anything now. Surely they could have rang me in the morning to let me know!

   almost 3 years ago
3. Jaroslaw Polanowski ★☆☆☆☆

   I bought an Audi A4 from them and it turned out that no one checked that the 6th gear in the gearbox did not work!!! How obvious it is to check the gears!!! Did no one drive this car before putting it on sale or did they want to sell me a damaged Audi? I will never get an answer to that question. I reported the damage only after 21 days of writing emails and calling customer service I got a refund. In the meantime, after 3 weeks of this mess, the prices of similar Audi A4 models on their website have become more expensive and have become unattainable for me. I wasted my time! Money for gas and Uber and a whole lot of nerves. I have not received any compensation from Cazoo for this - only an apology. And then my eyes were opened! I decided to buy a car from a dealer. It turns out that the dealer gives you 14 days to return the car, not 7 like they do. He fixes the imperfections at his own expense. And the warranty is not, as in the case of Cazoo, 90 days, but a WHOLE YEAR!!!! Avoid this institution as much as possible. Look for your future car at the dealer as I found it. Much younger, with better features and a cheaper car.

   almost 3 years ago

1. Yarys ★☆☆☆☆

   I bought an Audi A4 from them and it turned out that no one checked that the 6th gear in the gearbox did not work!!! How obvious it is to check the gears!!! Did no one drive this car before putting it on sale or did they want to sell me a damaged Audi? I will never get an answer to that question. I reported the damage only after 21 days of writing emails and calling customer service I got a refund. In the meantime, after 3 weeks of this mess, the prices of similar Audi A4 models on their website have become more expensive and have become unattainable for me. I wasted my time! Money for gas and Uber and a whole lot of nerves. I have not received any compensation from Cazoo for this - only an apology. And then my eyes were opened! I decided to buy a car from a dealer. It turns out that the dealer gives you 14 days to return the car, not 7 like they do. He fixes the imperfections at his own expense. And the warranty is not, as in the case of Cazoo, 90 days, but a WHOLE YEAR!!!! Avoid this institution as much as possible. Look for your future car at the dealer as I found it. Much younger, with better features and a cheaper car.

   almost 3 years ago
2. Chris L ★★★☆☆

   Went in for interim service. Service overall is great, giving back the car spotless is an appreciated plus. The time management or expectation management could be improved however: be wary if you're told it's going to be done in 2 hours as it can take 3h30 as well... Would be nice if staff were slightly more honest/realistic about this when communicating to customers in the future. Overall polite and kind staff, nice waiting area (for those extra hours), would recommend.

   almost 3 years ago
3. Ben Royall ★★★★★

   Bought my car through Cazoo online a few months ago. Whole process brilliant from start to finish with the collection of the vehicle. I also bought the service plan which is worth getting and had great customer service using it today for the first time.

   almost 3 years ago

1. Ben Blakemore ★★★★★

   Great service from Ollie. Nice to talk to a fellow car enthusiast. Very happy with my car too. Overall I would recommend Cazoo and I would visit the Bristol centre again. Only negative was a delay to collection due to a logistics mistake but I was compensated for the inconvenience so can't complain.

   almost 3 years ago

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