Jen W.
MichiganMember since February 2020

Reviews (1)

    • Feb 15, 2020
    • Verified Reviewer


    Updated review

    Not such a good experience - but working through

    Overall Experience:

    We had some issues during delivery and after. I was not receiving adequate support and was very frustrated...After I posted my review, I was contacted by supervision at Vroom and we are working through things. I will update again after all is settled.

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

    2 people found it helpful

    Link to this Review
    • Previous review
    • Feb 13, 2020

    Awful customer service - BEWARE

    The purchase process seemed too good to be true - turns out it was! I found a car I liked, I bought it. Super easy, just as everything claimed online. However, once we got to the delivery process, the lack of concern for customer service and/or support really showed through. It's been beyond frustrating since that point.

    I attempted multiple times to find out when to expect my vehicle. Vroom never had any information until, all of a sudden, the car was in route and scheduled for a time/date that NO ONE was going to be available to get it. At no point in time did anyone even ask my availability! I was just expected to deal with the date and time given. Vroom had no concern for the inconvenience. I could cancel the delivery and start the delivery process all over (but they couldn't even give me a date range for when the new delivery would be!) or find a way to get someone to sign for the vehicle. I had to have my brother-in-law come into town to help. Then they missed the delivery window anyway. I requested to speak to a supervisor a minimum of 4 times and never heard from anyone. They refused to refund my delivery fee regardless of the massive inconvenience and headaches. They claimed that since it was during the allotted 10-14 day window, there would be no refund, regardless of the fiasco.

    We also were only given one key and one key fob for our vehicle and they are not even OEM. I called about it since the fob doesn't have the features that are shown for the vehicle and was told the fob was just worn out and they wouldn't pay for a replacement. This is a 2019 vehicle - there is no way that the remote is so worn that you cannot see the buttons. And it doesn't have the functions they say it should. It will unlock the car but not do anything else - not open the hatch, not remote start. I've asked again to speak to a supervisor and have yet to hear back after three requests.

    Vroom has provided the worst customer service I have experienced in a long time. I am a business owner and we purchase cars frequently. I would not go this route again and caution anyone considering it. I only hope we don't have more issues because Vroom is clearly not interested in resolving them.

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