Appalling service, poor communication and uninformed staff members!

We Buy Cars – The Dome Branch, Johannesburg, Gauteng, South Africa*:

Customer Complaint: Extremely Disappointed in the Poor Service and Communication from We Buy Cars – The Dome Branch**

I am raising this complaint to express my deep disappointment and frustration with the shocking lack of communication and poor customer service I received from We Buy Cars, specifically at their Dome Branch in Johannesburg, Gauteng, South Africa.

On 19 July 2025, I visited the branch and found a vehicle that suited my needs. I was informed that by paying R5000, the car would be held for me until our vehicle finance was approved. I paid the R5000 on the same day in good faith, trusting that the vehicle would be reserved as discussed.

On 21 July, I submitted all the required documents, with the exception of our business financials, which our bookkeeper was only able to provide by Friday 25 July. As soon as I received them, I submitted them immediately. Unfortunately, from that point forward, the service completely deteriorated.

Despite following up daily and even contacting customer service several times, I received no proper communication or feedback. The finance representative, named Christine Reeks, did not even open my messages. Eventually, I received a call from Letjeka, who admitted the delay was due to her mistake and promised to work on the matter and keep me updated. That never happened.

On 1 August, I was informed that our finance was finally approved, but the car would now have to go for a second Dekra inspection in case something was missed. I was told that if any issues were found, I could select a different vehicle. This already raised concerns, but I remained patient.

Then today, I was informed via phone call that the vehicle I had paid R5000 to secure had BEEN SOLD! I was completely shocked and upset. I reminded the representative that I had paid to reserve the vehicle – only to be told that their policy is to hold cars for just 3 days. At no point was this policy ever explained to me when I made the payment, and had I known, I would have acted differently or sought alternative arrangements. However, I made work of every request and responded immediately.

This experience has been entirely unacceptable. I have wasted time, energy, and resources, all due to We Buy Cars internal miscommunication, unresponsiveness, and lack of accountability. I placed my trust in this company and was let down repeatedly. I still have no clarity on the status of my R5000 payment, and no resolution offered despite their clear failure to uphold their end of the agreement.

I urge others to be very cautious when dealing with We Buy Cars, and I strongly suggest the company take urgent steps to review their customer service practices and internal communication processes. This situation has been highly unprofessional, and I expect a formal apology and full refund of my deposit as a minimum. There is no direct contact number for this Branch. You call *** and will be transferred to The Dome Branch.

This Complaint was raised on behalf of Mrs Hennelien van der Walt that can be contacted on ***