Cazoo Customer Centre Lakeside

We recieved a car that came with several major faults from the moment we picked it up. Cazoo insisted we use a recommended garage. We have now been without a car for 10 days, and both the garage and cazoo provide conflicting responses with no repairs made in this time. One of the problems included no heating in the deep winter which has made me severely unwell during my pregnancy. Despite speaking to a different customer service assistant every day this week (the last being BIANCA), not a single person has called back with a resolution even though every single individual has promised too. In addition, we have incurred several additional costs from car hiring, and no claims to reimburse have been approved or provided. We will be returning this car after the most horrendous experience and customer service. Cazoo seem to be an outwardly 'customer friendly' organisation, who will talk all the talk on the phone, but all in all absolutely no care, initiative or help is provided to resolve any issues. We have now had a disfunctional car for a whole month. Absolutely horrified with this experience and the disgraceful customer service despite several complaints. I will be returning this car and making sure we never purchase from here again.

Cazoo car service centre in West Thurrock, Lakeside offers a great experience for their customers. The fact that the service and MOT only took under three hours is impressive and convenient for those who have busy schedules.The availability of free Wi-Fi and dedicated sitting areas with free refreshments is a great added bonus for customers who may need to wait while their car is being serviced. The friendly and helpful staff also contribute to making the experience very easy and comfortable.Overall, it seems like Cazoo car service centre in West Thurrock, Lakeside provides a high-quality service, with excellent customer care and amenities.If you are in the area and in need of car servicing, it would be a good option to consider. I have a Cazoo service plan which appears to be really good value!

This place doesn’t even deserve a 1 star… absolutely the worst car sales I’ve ever brought from.I was sold a faulty car which wasn’t fit to be driven and after months of complaining they actually told me not to drive the car, but it still took them 5 months to fix the car and was only because I ended up driving the non fit car down the motorway to get it to them. The customer service team I was on the phone to at least twice a week would tell me that they will be in touch however never were and it was always me chasing them waiting 30+ minutes on hold to only be told they can’t do anything and or are unsure of who I should be transferred to. Do not recommend.You’ll be better off going to car finance 24/7 for your next purchase.

12/10/23 - still nothing from Cazoo, I have uploaded 2 photos showing one of the problems I had. My car was not clean when I received it, it was marked and stained.Update 20/9/23 - again Cazoo can not be bothered to contact call me, instead I have to ring them. I am fed up of ringing Cazoo only to be put on hold and for them to keep saying, we are looking into it. It's getting rather boring.This is a terribly run company who do not care about their customers once they have your money.We went to collect the car however there were some issues with it. Therefore we waited another 2 weeks for the car however upon receiving the car once more the issues had not been rectified. I am still waiting for a response.Cazoo are friendly when they talk however they just can't seem to get anything done for example getting updates from Lakside are near impossible. I have had to endlessly chase this company for updates but no one seems to know what's going on.If you don't want a headache and stress of buying a new car, I suggest you buy a car elsewhere. I do not recommend this place.The lack of communication is appalling.I will change my review if they get back to me about my complaint and I am satisfied with their reasoning and action.

We sold our car here, the staff was very helpful and kind. There are free coffee&tea options whilst waiting and well decorated sitting area.It is hard to find where to park as their carpark is completely full.They offered £1200 less than online offer saying that car is in 'average' condition rather than 'excellent'. Car only got small dents possibly could be in 'good' condition. And, I am sure they will sell the car with those dents and scratches. They should really mark up as in good rather than average. We had to sell our car quickly, as we didn't have enough parking space.We asked PP for our other car and got a good offer, but now we don't have their number to accept the offer. 0800 and 020 numbers are all connecting to their HQ, you won't be able to reach Lakeside if you need anything from there.

Absolute Shambles- Do Not Buy YD66NMKOrdering Process was all good quick and Easy but that’s where any good endsPicked up the car at Lakeside Service Centre. All seemed Ok other than I couldn’t park. Drove it home. Took the car for a drive once home.First Issue: No Air-Conditioning even though it was checked ?!Second Issue: Engine Light came on and Engine Bay was really loud. Suspect either leaky EGR valve or Leaky Exhaust FlexiI called customer service and they dealt with the issue quickly and was told the car is still able to be used.Took the car out on the SundayThird Issue: Back Brakes was grinding and very heavily.Called Cazoo immediately. They told me not to use it as it’s now a safety concern.They offered £40 per day for expenses. I couldn’t even get a hire car for £40. So already I’m out of pocket as I could only hire one for at least double the offeringThey took the car a week after to the Lakeside Service Centre.Called customer service to get an update on the repair. They couldn’t get hold of the service Centre. They said they should get back to me before the closed . Didn’t get anythingCalled on the next day. Again they could get hold of them.Tried for a final time Yesterday and still got no answer. So have had enough. I have opted to return the vehicle.This is hard enough as they now need to get in contact with the finance company to take the finance off my record.If there was any positive out of this and that’s a big stretch. Is the customer service people at base. They seem to take the brunt of all the cr*p as no one answers them.they have been nice and as helpful as they can.I would never trust any Cazoo car. I’m hoping that the next order of YD66NMK Mitsubishi ASX reads this and thinks twice about getting it.AVOID!As of from the last review,You could see you have said a return request has been started. But of course it hadn’t. No one has been in contact and when asked on Saturday to a customer service person a return hasn’t even started.Finally got an email from a customer service representative but again they haven’t even looked at it and still thought I had the car.If you want be out of pocket of £3-4k in a space of 2 weeks due to someone else’s incompetence cazoo is definitely the company to buy from.Please can I have a call and return to be done immediately as this is now getting ridiculous.

I bought a 2017 Audi A3 from here on 1st June 2023. It experienced a gearbox malfunction only 1 month in. Was booked in to this centre which took a week. They failed the repair by just topping up transmission fluid so they booked it into the main dealer which took another month.The first point of call for a DSG gearbox malfunction should be to go straight to the main dealer not to just top up some fluid in a Cazoo service centre.After a failed repair under warranty, I'm legally entitled to have the car refunded however, Cazoo decided to break the law and not accept my request to return the car, once their attempt at the repair failed.Once it was in the main dealer, they decided to deny authorisation for the work to be carried out. Why would you have this garage as an approved garage if you were going to just deny authorisation?Enough was enough, I had to get the car towed myself, fixed at a transmission specialist garage which cost me £3500.I was going to take them to court to claim this back so I did warn them.After a full 3 month hassle, Cazoo finally decided to pay me back before going to court.Not to mention, I had asked numerous times for a courtesy car during this whole fiasco and nothing happened. They had 2 months to get me a courtesy car but failed.The communication from Cazoo is trash - I've had to chase back for updates and callbacks never happen.Please - whoever reads this review - Cazoo used to be a very good company but in recent times, it's failing (check its stock price) - please do not buy a car from here - you will be a fool if you decide to do so after reading this.

Cazoo sold me a faulty car be careful when buying from them! I’ve been waiting for a hire car for up to 3 months now delaying the repair of the faulty car they sold me a few months ago. During my first repair not long after I first bought the vehicle Cazoo failed to share the diagnosis with me, they simply handed back the vehicle with no explanation. I had the same issue weeks later and now I’m waiting for a curtsy car. My car is scheduled to be repaired next week but they still won’t confirm a curtsy car at Cazoo Lakeside as they know it will delay the repair. This has been going for for almost a year now. Seriously wish I went to another provider. Don’t get scammed by Cazoo!

Online valuation given, I made an appointment and drove 20 miles to sell the car at the Lakeside dealership. It was in a good condition, however, after doing some checks, the sales assistant claimed that they suspect 'mileage discrepancies'? without any basis and that that they discovered a dodgy spray job after an apparent accident, as well as micro scratches at the bumper. I found all of these claims utterly ridiculous and could not believe that as a consequence, the dealership said that it was unable to accept the car. What a joke and waste of time. After this frustrating experience, I went to another car dealership who confirmed the car's good condition and I sold it there for a similar price to the one that was offered in the online valuation. What's interesting is that they could not find any of the faults described above, isn't that strange.. I will not deal with a swindling company like Cazoo again and want to warn others who are thinking about selling their car... Don't waste your time there and safe yourself the frustrating experience...

Absolutely disgusting customer service!Picked up my new BMW X3 in May and noticed scratches that were not shown on the ‘imperfections’ images.. logged them with the guy who was completing the handover to be told they will get them buffed out and to just pop in when I have time..I took my vehicle back and was told the valet team will be rectifying the issue. On collection of the vehicle I noticed they had used the buffing machine too hard on the vehicle causing areas of paint to become dull in numerous places! Was then told to put in a complaint to Cazoo Customer Service. Made them aware in June for them to confirm in July that my vehicle will be booked in for the necessary repairs asap. We are now in October and I have had absolutely no communication since 15th July! I have sent numerous message but have received no response. I paid a lot of money for my vehicle only for your valet team to completely ruin my paintwork and then ignore my request to get the issue resolved. I went back to branch (Thurrock) yesterday to be told the only way Cazoo Customer Service will take notice is if I leave a review. What Micky mouse company are they running!? I truly regret my purchase and will not be recommending Cazoo to anyone in the future! The customer service staff are the worst I’ve ever experienced. Don’t want to help and continuously lie to get you off the phone! I will be making a formal complaint to the necessary parties.