This was probably the most epic fail of any major transaction I have had the displeasure of being subjected to. Ordered a Toyota on the weekend, scheduled the delivery on Tuesday. Great. I sign everything and purchase an insurance policy, receive emails confirming as much. Monday I receive an EMAIL explaining that I need to call THEM to reschedule due to an error on their end. I sit on hold for about an hour at work, reschedule for the following Saturday, go back online and sign everything a second time, and then proceed to wait 6 days for my car to arrive. Well, it turns out their system interpreted my signing everything again as an indication the entire order should be canceled. That is correct. Without even emailing me or calling me to let me know, they axed the whole deal for no reason I can properly discern.
Come Saturday afternoon whilst waiting for the Carvana truck to pull up, I noticed that it wasn't. No calls or emails alerting me of anything, so once again I had to call THEM and wait another HOUR to talk to a representative (or "advocate" as they like to call it). They said the vehicle was not ready, nor was it in my name or my city. After waiting another hour, I was informed that their system indicated that I had logged in and canceled the transaction myself, at which point another customer had purchased the vehicle. Nothing could have been further from the truth, of course, and yet Carvana stood by their own flawed, bug-ridden system's logs and refused to return the car to my name. Telling the new owner about the mistake and making them upset was off the table. I called and begged them to reconsider, but they stonewalled me for about 40 minutes with empty apologies. I would never even consider using this hideously broken system again. The dealer would have been so much easier. I'd give a negative number of stars if I could.
Bottom Line: No, I would not recommend this to a friend
6 people found it helpful
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Company Response from Carvana
We want to start by thanking you for taking the time to provide us with detailed feedback from your interactions with the purchase process with Carvana. We want to sincerely apologize for the issues you encountered, as we know this is not the experience Carvana wants for any customer to have. It was determined that the purchase was canceled on the customer’s end. We understand that this was still a very frustrating process and we apologize that you did not receive the ideal Carvana experience we aim for. If you are willing to give us another chance, we would love to turn your experience around. Please contact our Customer Advocates if you are still in the market for a vehicle so we can make it right for you.