I am immensely impressed by the degree of commitment Vroom has to delivering quality customer service. Upon further review of my experience, the company followed up further to inquire if there were additional steps they could take to improve their customer experience and assured me that the issues I faced were unique and were to be followed up upon immediately (the carrier company contacted, further review of customer service received, etc.) While this does not diminish the experience I had, I think a lot can be said for their degree of follow up and commitment to seeing customers overall be satisfied with their purchase and experience. With this being said, I DO recommend looking into using Vroom and be assured that if (and hopefully you won't) need customer service to rectify an issue it will be handled promptly and professionally.
Pros and Cons:
Bottom Line: Yes, I would recommend this to a friend
First and foremost, I preface this review by saying I have decided to keep the car I purchased from Vroom and after numerous hours on the phone with customer service representatives I have received compensation to my satisfaction for the hectic and unprofessional services I received. The car I decided to purchase is a 2019 model, I was impressed to see the price range Vroom was offering, it was approximately $6,000 less than other models I had researched with the same mileage. With this being the case, I decided to purchase the vehicle. The transaction process went smoothly (because Vroom wants their money) and from there it was downhill.
Once my transaction was complete I received a shipping estimate and scheduling details. It took approximately 2.5 weeks for my car to arrive and after SPECIFICALLY scheduling a time to have my vehicle delivered on the day I was supposed to receive my car it had been hours and I heard nothing from Vroom. I called for an update and they proceeded to tell me that the vehicle would not be delivered until 2-3 days later. This is completely unacceptable, if we weren't in the midst of a pandemic I would have had to take off to receive and sign for the car, so the fact it was not being delivered on time and in fact was days away and Vroom did not update me in the slightest was angering to say the least.
The next issue arose on the SECOND day the I was told the car would arrive, when the driver arrived he had me sign off and provided no paperwork. No registration. No temporary tags. NOTHING. No proof I had even purchased the vehicle. Mind you the car was supposed to be delivered with temporary tags and registration for the 7-day trial period. I had to have the paperwork overnighted to me because they had forgotten to give it to the delivery driver. Let alone the fact the car was late and had no paperwork, it was absolutely FILTHY. The exterior had caked-on dirt and grime from easily weeks even months of not being clean. The interior was also filthy, with small stains and defects that I had not even previously been aware of because Vroom did not provide photos to alert me before the purchase took place. Needless to say, I was fuming, this was completely unacceptable and prepared to send the vehicle back, however, during these times I was hoping to avoid this entire debacle, especially since the shipping fee is non-refundable. In speaking with customer service (most agents were friendly enough, 7/10) I was able to secure a shipping refund and additional compensation for a thorough professional detailing service on the interior and exterior.
I am satisfied with the customer service reimbursement I received but after this entire ordeal, I DO NOT RECOMMEND VROOM and will never be purchasing with them again. I have never heard of this type of feedback for Carvana (the other online option I was exploring) so I suggest going with them!
