The process was SO simple. I found the perfect car in less than five minutes, emailed all the paperwork and submitted each document as requested.
The car was to be delivered today at 9 am, and suddenly I received an email asking why we didn't pick our car up. We were scheduled for a delivery and the employees to speak with were either friendly and understanding or condescending and unpleasant. Why would we pick up a car when the whole advertisement is a simple process from home being delivered to you, we clicked delivery and never thought anything about it until the car didn't show up? And when it was discussed, there was never an apology, and the car was not going to be "re-delivered" until later this week, and that was not an option.
We canceled our perfect car and realized dealing with the dealership is clearly less stress than this joke of buying a car before you can even touch it. Great concept but they dropped the ball big time, so upsetting.
Bottom Line: No, I would not recommend this to a friend
15 people found it helpful
Link to this Review
Company Response from Carvana
Thank you very much for writing a review to share your Carvana experience. We are so glad that you enjoyed the ease of our online car-buying process and found the perfect vehicle for you. We apologize for any inconveniences or miscommunication you may have experienced along the way. Customer service is our top priority and what we take pride in and would like to apologize if you felt that our customer advocate team was unpleasant at any time.
We do give the option to our customers to either pick up the vehicle at one of our Vending Machine locations or get the vehicle delivered. Your selection was for pick up and we did confirm via email about your pickup day and time. Again, we apologize for this miscommunication and would be more than happy to change it to "delivery" for you!
The reason for the later delivery date is because we do have a calendar we adhere to for our schedule availability that week. If you do decide to change your mind and come back to Carvana, we would want nothing more than to turn your Carvana experience around.
Please don’t hesitate to reach out to one of our executive resolution specialists at 800-333-4554 if you have any questions or additional concerns, thank you!