Our reader seeks reassurance amid uncertainty over their new car’s whereabouts; our expert offers some advice
I agreed to purchase a two-year-old Honda Jazz from Cazoo, in part exchange for my Nissan Micra. The cars were due to be exchanged six weeks ago. But having sent money for the new car, I was told that during valeting a decorative strip on the Honda had been damaged and needed replacing. Since then I have waited for notification that the car is ready, and Cazoo has chased the garage involved, but so far, no strip and no car. I have paid for the Honda, but still have my Nissan. Should I be worried?
– JW
Were you dealing with a small local outfit with a shady reputation, I would be concerned. But Cazoo is a national outfit with lots of brand recognition, not a company that could really get away with scamming you without serious repercussions.
I do, however, think you’ve been on the receiving end of some poor customer service. In my view, Cazoo should have refunded your money, perhaps less a deposit, when it realised there was going to be a lengthy wait for the part to arrive, then taken full payment again when the Honda was ready for delivery. Leaving you with neither your new car nor your cash for six weeks is unacceptable.