Vroom Review: How It Works, Pros and Cons

I received excellent customer service from Terri and Jessica through the purchase process. They were terrific, especially Terri who have an enthusiastic personality and was fun to talk with. The process started and ended in precisely seven calendar days, which is remarkable. It was a great experience up until the delivery process, which was awful. I got my vehicle delivered late, almost close to midnight, and no apology for the inconvenience! Also, it was extremely filthy for something that is expensive. Additionally, I was told to "just sign to accept the car." The delivery men rushed me and did not give me the opportunity to inspect my vehicle before they left. Later, I wanted to leave them negative feedback, but unfortunately, the link didn’t work when it was sent via email.

Bottom Line: Yes, I would recommend this to a friend

This was a great experience from start to finish. All customer service was on-point. The vehicle was exactly as described and a very good price, especially as compared with Carmax and Carvana. I took one star off only due to a little delivery confusion. But will definitely purchase from here again!

Bottom Line: Yes, I would recommend this to a friend

So easy to buy a car. The staff was knowledgable. They were quick to respond. I got my beautiful car earlier than the estimated date. The company they contracted with to deliver the car was amazing. On time. Courteous. Professional. So the front end of buying a car was fantastic. Now to the backend of the deal.

Vroom purchased my vehicle as a trade-in. Fair price. However, they didn't contact the delivery person until the day of my delivery, to tell him they needed him to pick up the car they purchased from me. He didn't have room on his truck. I called every day to figure out what was going to happen. Every day there was an apology and a "Someone will be calling you." Nope. No phone calls. I emailed. No response. I had to store "their" car for two weeks. It was so frustrating to just be ignored over and over again with broken promises of calling. I did get my vehicle picked up today and again, the carrier was so polite, professional, and on time. So under impressed with the back end of this deal and to this day they have not responded to me. I am now awaiting the title and papers to my new car. I surely hope it goes easier than the past two weeks.

Bottom Line: Yes, I would recommend this to a friend

Had a great overall experience with Vroom. My salesperson, Tyler, was great and financing was easy. Communication, in the beginning, was top-notch, shipping was fast, and the vehicle arrived in immaculate condition; it was hard to even tell it was a used vehicle. I was disappointed that the truck came with only one key, but they fully disclose this with each vehicle so I knew ahead of time. I was unaware that my key is over $500 to duplicate, so this is a bit frustrating. I don't understand why none of their vehicles come with both keys.

My other issue was with title and registration. It took two months to get my plates as I let them handle registration, thinking I could avoid going to DMV. Still had to go to DMV for a vehicle inspection (was not told this ahead of time), so really I could have done the whole thing myself and had plates in about 3 weeks. The communication in this department was very poor and it was very hard to get a hold of anyone for status updates, which they said they would provide.

I would recommend Vroom for your vehicle purchase, just handle registration yourself.

Bottom Line: Yes, I would recommend this to a friend

My experience with Vroom was overall great. The customer service reps were great, the delivery guy was great and I love my car.

Con: they provide an estimated delivery time but that could change at the last minute and they could come earlier so you have to be flexible. Also the process of having to wait for the contact to come in the mail and wait for them to get it back instead of an electric signature. But other than that, it was great and I would refer anyone to them.

Bottom Line: Yes, I would recommend this to a friend

The vehicle is awesome, better than imagined. The post delivery customer service was fantastic. The communication through the buying process was slow. I had to drive the conversation through each step.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

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.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

We purchased a Jeep Grand Cherokee after looking for about 3 weeks online and every time we found what appeared to be a "good deal" it was sold when we called the dealership. I have never heard of Vroom but found out about it by searching for online vehicles. I immediately found one with low miles and a better price than I had found with all my previous searching. I called Vroom and asked about how it all worked. He assured me that if there was anything at all wrong with the vehicle, they would "cut you a check" to repair anything wrong that was not listed on the website. I must have lost my mind because I did not check the reviews prior to purchasing this $22k vehicle, however, I did purchase a warranty which was WAY cheaper than the quotes I had gotten only days before on a similar vehicle. After putting down my $500 deposit to "take it off the market", I did check reviews which were HORRIBLE - now I'm really sweating - do I take my chances of losing the $500 or pay for it and hope they will follow what they told me.

I paid for the vehicle, then they said it would take 10 days for the $800 delivery of my vehicle (came to find out later, these vehicles are located in Houston which is only 5 hrs away - I would have driven over myself and saved the money if I had known that was an option). Regardless, I stress the next week wondering if I have been ripped off and how hard will it be to get my money back. On day 6 I get an email that the vehicle will be here the next day, then later that day an email that said the vehicle had actually already been delivered - so I am stressing calling Vroom who assures me it will be the next day. Then I get a call from the driver who says he will be here tomorrow, that he is out of time on his driving so my Jeep will be "at his house" which stressed me out even more. The next morning it arrives and I am stressed out to the max until I see it - it was really nice - so the relief was immense. However, on the steering wheel where all the controls are located on one side, it looks like someone took a brillo pad and scrubbed off all the black finish leaving a large silver area that is very obvious when sitting in the driver seat. We tried to look online at the original pictures online but they were no longer available. We sent a message for them to "cut us a check" like the guy told us when we bought the vehicle to have this repaired. So they produce a picture of the steering wheel from the posting and tell me it was shown (however it looks like a glare and not a damaged area), so they refused to fix it - so I felt that was a little deceiving.

However - I really am impressed with the vehicle overall for the price, no haggling and great price on a warranty. I would definitely consider them in the future - easiest car purchase I have ever made - however, very stressful about not seeing it in advance.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Found a great price on a Jeep that I had been looking for for a while. My salesman, Delroy, helped me out throughout the entire car-buying process. The only issue I had was that Vroom took a while to confirm that my wire was received on their end. After receiving my Jeep I noticed it did not have a Bluetooth radio that it was advertised as having. Vroom made it right by covering the cost for an aftermarket radio and installation. I will definitely be returning to Vroom for all my future vehicle purchases.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

Vroom corrected the mistake and I received the check for the difference. I received several follow-up calls and emails and appreciated their commitment to ensure I was satisfied. We agreed that communication to me could have been improved and they would research and correct what went wrong in this transaction.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend

I never heard of Vroom until after I started the online car buying process with another site. I was happy with the easy process of selecting my car and applying for financing. The majority of the process was online. My car arrived within 3 weeks of my initial contact. Very quick. Vroom kept in contact the entire time. My car runs smoothly. Although not detailed to my satisfaction, I was sent a check to pay for detailing in my state. The only thing I have to do is get a safety inspection for my state which is the biggest hiccup for me. I thought Vroom would take care of everything, but not this one thing. Still, I am happy with the process and the accuracy of my car details.

Length of Use: Less than 3 months

Bottom Line: Yes, I would recommend this to a friend