Bad Service !!!

I am writing to formally express my dissatisfaction with the service my siblings and I received at the WeBuyCars Epping Branch on November 27, 2024.

After waiting for approximately 30 minutes for assistance, my brother had to locate a Sales Advisor, who was identified as Erin. Unfortunately, Erin initially provided the wrong keys for the vehicle we were interested in. After waiting further for him to retrieve the correct keys, we were finally ready to proceed with a test drive. At this point, we informed Erin that we intended to use a friend’s profile for the purchase, as we did not have an account with the dealership. Erin responded rudely, stating that we were "wasting HIS time."

We then approached the Sales Manager to address the issue. However, the manager did not offer an apology and merely stated he would speak with Erin to resolve the situation. He proceeded with providing the necessary information regarding the vehicle, but the interaction left us feeling disrespected and unwelcome.

It became clear that the focus was on making a sale rather than providing a positive customer experience. I also expressed to the manager that I felt our treatment may have been racially motivated, but he suggested that I should not leave a review, as he would handle the matter internally—despite not having our details to follow up on.

This experience has been deeply disappointing, and I regret visiting this branch. Moving forward, I will prefer to visit the Brackenfell location instead. I believe it would be beneficial for Sales Advisors, particularly Erin, to undergo further training in customer service, as his behavior left a lasting negative impression on us.

I trust that this feedback will be taken seriously to help improve the service standards at your Epping Branch.