I am writing this review while still undergoing the delivery process from a recent Carvana purchase. I recently purchased a vehicle from this company (two weeks ago), settled all of the required paperwork and financial checks promptly, and scheduled my delivery for the 15th of April, 2018 (nearly two weeks from order date).
I had reasonably expected that during the intervening time, Carvana would take responsibility to ensure the vehicle would be transported with sufficient window to guarantee delivery as scheduled. This was not the case; evidently, the company chose to wait until the last minute to perform transport, and now due to mechanical delays with their transport have informed me that my delivery is to be delayed. This represents a failure to meet the agreed commitments, and shows an incredibly poor sense of responsibility, all before the vehicle has even been delivered!
Furthermore, due to the last minute nature of their handling transport, I am given zero recourse provided to address this failure to a mutually satisfactory outcome. No effort has been made to satisfy the customer on the part of Carvana; if anything they have shown relative indifference in that regard. I have not decided yet if I will continue with this purchase, though as it currently stands, barring a show of genuine interest in customer satisfaction in the face of this issue, I will not be recommending them to anyone.
Bottom Line: No, I would not recommend this to a friend
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Company Response from Carvana
Thank you for providing your feedback of your Carvana experience and bringing this matter to our attention. We sincerely apologize for all the inconsistencies, miscommunication, and lack of organization in regards to your vehicle delay. It is unacceptable for any of our customers to have to go through these hassles during the Carvana buying experience. As you mentioned, this vehicle was delayed due to transit and our transport scheduling. We would like to apologize for the disappointment of not having your vehicle delivered at the scheduled appointment time.
That is not the experience we aim to provide for our customers and it is clear that we failed in providing the easy and stress-free car buying experience that we pride ourselves on. Our customer advocates truly do want to help advocate for our customers, so we do apologize for falling short here with this as well. We cannot thank you enough for your patience and we're happy to see that you have now received your vehicle. We are taking your feedback over to our logistics team and the appropriate departments to continue to improve our process and customer service. Thank you for your continued patience throughout and for being part of Carvana!