Sophia F.
Beaufort, SCMember since April 2020

Reviews (1)

    • Apr 30, 2020
    • Verified Reviewer


    Poor communication and even worse customer service

    Overall Experience:

    I ordered a 2018 Chevy Silverado for my husband because I am about to be on a deployment basically bouncing around for the next few weeks dealing with the current pandemic. He needed a more reliable vehicle and we were excited to have something hassle-free for a second it out crazy lives. Instead, we received a vehicle that was significantly more beat up than in the pictures so we decided to use the swapping option. This is where things got terrible. I picked a new pickup, everything was good to go, so I thought. They changed $400 for delivery of the new vehicle, fine whatever, but on top of that they just up and canceled my delivery because of a "mistake on their end" and refuse to work with me on getting the vehicle here in the day our contract listed. I leave in two days and will have to either pay out of pocket to travel home and take leave after work hours or have to cancel all together. The Carvana Executive Resolution Specialist Lisa from Tempe, AZ was rude when she reached out and unapologetic. Very disappointed and hope no one has to deal with the added stress my family is going through due to Carvana.

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

    4 people found it helpful

    Link to this Review
    • May 1, 2020

      Company Response from Carvana

      Thank you for taking the time to reach out and share your feedback with us. Carvana aims to provide customers with an exceptional car-buying process coupled with high-quality pre-owned cars. It is our goal to offer transparency to our customers and we do our best to annotate the most noticeable imperfections on each vehicle. We recognize that this process is subjective and for this reason, we offer assistance from our repair team for any after-sale concerns. It is never our intent to burden customers with our repair process and we are sorry that you have been made to feel this way. Please don't hesitate to reach out to us at (800) 333-4554 if you have any further questions or concerns.

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