Upon initiating a purchase I got phone calls from 3 separate sales reps (after stating that email was my preferred method of communication). Vroom contracts out delivery, so I'm sure it's luck of the draw, but my delivery person called me 3 days before delivery date at nearly 7 pm on a Sunday and told me he was an hour away and wanted to drop off the car. No 24 hours notice. Fine, I suppose?
Next, I decided I wanted to upgrade the trim, so I called them back and initiated a return/exchange for a more expensive model. That was it. Customer service over. I've called for days and days and every single time I'm put on hold for 15-30 minutes. No one can ever help me and has to transfer me. Meanwhile, the previous car sits in my driveway. It has now been a week and a half with zero follow up. I absolutely will not be using this service again, nor recommending it to anyone.
Pros and Cons:
Bottom Line: No, I would not recommend this to a friend
Company Response from Vroom, Inc.
Thank you for bringing this matter to our attention. We regret that you had a negative experience, and will use this as an opportunity to improve. If you would like to share anything additional regarding your experience, please don't hesitate to reach out to us at: feedback@vroom.com. Your feedback helps us improve, so thank you for taking the time to let us know how we did. If you are willing, please email us at location-email so we can discuss your experience further. We look forward to hearing from you.