John A.
Yorba Linda, CAMember since June 2019

Reviews (1)


    • Jul 2, 2019
    • Verified Reviewer

    Carvana

    Carvana vehicle delivery and customer support

    Overall Experience:

    I am listing the sequence of events that have occurred on my purchase order.

    6/14/19 Carvana order has been received.

    6/14/19 Congratulations John, your documents have been reviewed and approved. Delivery date and time Wednesday, June 19th, 2019, 12:00 PM local time.

    6/16/19 Email stating Delivery Delay and Carvana is working diligently to get the vehicle delivery back on track.

    6/16/19 Email stating new delivery date of Sunday 6/23/19, 9:00 AM.

    6/17/19 I respond to email requesting the Carvana team to try to keep to the original schedule date because I have scheduled to have a tow bar to be installed on the vehicle to tow behind my motor home for an upcoming trip. To date, there has been no response to this email.

    6/17/19 Contacted customer service to find out what was going on with the delivery. The customer service advocate put me in contact with the delivery advocate (Sandy?) who stated the vehicle was mislabeled as a 3 instead of a 1 and that was the cause for the delay and they would follow up with me with a phone call and an email.

    6/18/19 Never received email or phone call from (Sandy?) delivery team.

    6/18/19 Late afternoon I contacted customer service again to explain the issue. Customer Advocate Marshall who followed up for me on any possible solution on the delivery and getting a credit for the delivery delay.

    6/19/19 Received email back from Marshall that he was still working on following up on getting a credit for the delay in delivery.

    6/20/19 Received email back from Marshall that a $25 a day for delays would be credited.

    6/22/19 Received and email and a text from Carvana that the delivery was again being rescheduled to Thursday, 6/27/19.

    6/23/19 Called customer service and spoke to Alex and explained I needed to have the tow bar installed on this vehicle before our upcoming trip on Friday 6/28/19. He stated nothing could be changed with the new delivery date. I requested to have a manager call me.

    6/23/19 Recontacted customer service and spoke to Megan who did get me in contact with a manager (Jacob). Jacob is currently working with me to see if I can pick up the vehicle on Wednesday, 6/26/19 or early Thursday morning and bypass the new scheduled delivery date of Thursday, 6/27/19 at 4:00 PM in order to meet my deadline for leaving on our trip this Friday, 6/28/19.

    This is my first purchase with Carvana and I understand mistakes do happen. I was somewhat okay with the first delivery delay, but after the second delivery reschedule I was expecting much more of a sense of urgency to meet my deadline to receive this vehicle. I know there are ways to meet schedules and make sure you are meeting the customer's expectations. My gut tells me this may be a common problem at Carvana otherwise the advocates would have taken all the extra steps necessary to correct the issue and meet my expectation.

    I do want to compliment Marshall as he does to seem to understand how a customer feels when a delivery is missed on such an important and exciting event as a car purchase.

    Thus far it has not been a Nirvana/Carvana type of experience.

    Bottom Line: No, I would not recommend this to a friend

    12 people found it helpful

    Link to this Review
    • Jul 4, 2019

      Company Response from Carvana

      John, thank you for providing such a detailed review of your experience with purchasing a vehicle from Carvana so far. We'd like to sincerely apologize for the delays you experienced with the delivery of your vehicle. We understand how frustrating this would be considering purchasing a vehicle is not a small task. We are glad to see that you were able to get assistance form our Customer Advocates and that the vehicle has since been delivered. We hope that although it was a little rocky initially, you are still enjoying your Carvana vehicle.


Showing 1-1 of 1