Reviews (1)

Vroom lists all of their inventory in most major cities, and I had assumed the vehicle was local. I’d never intended on buying a car through a site, but with how friendly and easy my sales person made it seem, it was hard to say no.

Unfortunately, that was two weeks ago. As the title states, they have the business plan together to make sales run smoothly. They don’t have any follow up, follow through, or logistics to actually handle inspection or delivery of the purchase. There’s no mechanism in place to provide information on your vehicle after the paperwork is received, and there is virtually no communication from them.

Once your paperwork is processed, you’ll receive an email saying it's "in for its final quality inspection" and you'll be instructed that you will hear from the "delivery team" within 7-10 days, and have your vehicle within 14 days (longer depending on location).

Well, I’m on day 13, and I’ve still yet to hear from the "delivery team." I did receive a nice email full of terrible grammar (I mean really, have someone proofread before sending out boilerplate apology emails - knowing the difference between "your" and "you're" is important) this past Monday night (day 12), with the promise that my order would be "personally overseen" and that I'd have some follow up information the next day from this person.

I'm sure it's no shock to anyone that I did not receive a follow-up. The promise wasn't kept, and I doubt they ever intended to.

Here’s my advice, if I'm as lucky as the other reviewers and Vroom is actually reading this (as opposed to my emails?).

It takes far less effort and time to get in front of and own a problem than it does to clean it up. Had someone written or called me on day 1 or 2 of your 7-10 day window and informed me of the delays, and offered some form of "hey, we appreciate your business, we know this is an inconvenience," I wouldn’t be writing this. I would have been understanding. Your customer service rep that attempted to do that on Monday after it was already past the projected date was too little too late, and his lack of follow up and follow through on his promise would have been a fireable offense had it been a core philosophy to keep customers happy.

Look, the reality is that in 2018, a company does 80% of its business with 20% of its customers, and that number is rapidly becoming 90/10 with e-commerce. It takes far less effort to keep a customer and have them come back than it does to create a new one. If you ever want to see some scary numbers, see how much each new customer actually costs from a marketing budget perspective. Repeat clientele is paramount to a successful business strategy. With your current complete failure to keep customers informed or stay in front of problems, you’re not only losing repeat business, you're creating terrorists actively trying to dissuade people from doing business with you. I’m now motivated to go out of my way and post this, as opposed to just not shopping with you ever again.

A company’s strength is measured by how it handles its problems.