Hilton Car Supermarket
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Lessons have NOT been learned!!
The whole fiasco started when we asked for a quote for a trade in price for a part exchange, we had a phonecall in less than 30 minutes, we then reserved the car, paid a £99 deposit and made an appointment for Monday 20th May. So we set off for the 90 minute journey to Milton Keynes, they knew we were coming, this was undeniable, so when we arrived to find the car in the front of their car park filthy with dirt and bird poo, not only did my heart sink, but it also set the tone for the rest of the day, we arrived just before noon after our 90 minute journey, we were greeted and asked to wait for someone to come see us about the car, Bash then introduced himself to us and took us out to to the car we had reserved and tried to tell us that it had only been sitting for the last couple of days in the car park for it to get in the state that it was, but then went on to blame Ali for not being there as it was him that should have had it detailed, not our problem, you knew it was being viewed, get it cleaned, we then inspected it inside, well we did, once we removed rubbish and gave it to Bash. Now we wanted a test drive, no worries on that score, out we went, both myself & my husband drove the Audi A3 it was great, but we found the air con didn't work, hmmmm. Why wasn't this picked up if they inspect every car that comes in so they can price it up? So down to the garage, off site to fix, and a valet so we could inspect the paintwork before committing to buy. We were told at 2.30 ish after being left with no updates, and with only a poorly stocked vending machine on a very hot day, to go for some lunch and come back in an hour and a half! So dutifully we trotted off to find a pizzeria (🤢🤮 yuck) and returned, only to hang around some more without anyone bothering to update us when we asked. We did see Bash but it seemed like he avoided us and then disappeared, we were then ushered overed to this guy who told us basically that he would be happy to give us a £49 discount on top of the rather paltry trade in amount for my CASH payment of over £10k said there was no movement on it because of Head Office blah blah blah, so reeling from his shocking trade in and telling us to sell privately then saying no discount for cash, we are left for a wee while longer until I ask a manager if my custom is of importance as I am about to walk out taking my wee sum of cash with me, and why has it taken nearly 7 hours to sort this out!! We left with the car, 30 days warranty (another joke) a bill for lunch and just a feeling of the crappiest customer service ever......... I wonder what Head Office will make of that? I don't want platitudes, I don't want "lessons will be learned" because clearly this bunch do not care for customer service, in fact, I think they'd be happier without the bother. I would like some recompense for my time, energy and lunch bill, I didn't get home until 8.30 pm that evening, almost 12 hours after leaving my house.. so avoid or take lunch, dinner, bucket & sponge oh and perhaps your overnight things too. After having a conversation with Jo, the new Customer Service Manager who advised that she would investigate my complaint as well as many others that Hilton Car Supermarket had received I am hugely disappointed with this response. In regards to our part exchange, at no point after our car was inspected was I made aware of any issues as described in your response, I would argue, for its age, the car is in very good condition. However, I would like to make it clear a dirty car inside and out, a 8 hour ordeal and non-exsitent customer service is the reason for my one star review.