Tesla
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Great car, extremely appalling customer service
I recently had an extremely disappointing experience at the Brent Cross delivery centre during the scheduled handover of my Tesla Model Y. Despite the Tesla app indicating that everything was complete and ready for delivery, we were unexpectedly told upon arrival that the finance agreement hadn’t been signed. There had been no prior communication—no notification on the app, no email, no phone call—nothing to indicate that any action was still required. Rather than helping to resolve the issue, the staff left us waiting for over 90 minutes with no guidance or real assistance. Their attitude felt dismissive and unprofessional, showing little interest in helping or even communicating with us. It seemed like their priority was getting through the day, not supporting a customer at a key milestone. Eventually, I had to contact the finance provider myself and resolve the issue—something Tesla staff should have assisted with but didn’t. Even after the issue was resolved, we were left waiting without any explanation or urgency. For such a major purchase, this kind of customer service is simply unacceptable. Delivery day should be exciting and seamless—not frustrating and poorly handled. Tesla needs to seriously address the service standards at this location. This was a letdown, and not at all in line with what one expects from a premium brand.