Hilton Car Supermarket
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Unprofessional, poor communication & customer service
If I could give 0 stars, I would. We saw an advert for a car on Autotrader and drove to Milton Keynes to view the car. We were told by Zayn that the car wasn’t ‘ready’ and needed to be prepared and we wouldn’t be able to see it the same day. He explained that we could reserve the car and pay a £49 refundable deposit and took us over to some computers to put my details in, I wish I never did this. Not only were previous customers (including names & email addresses) saved on the computer as I was typing my name in, which is a HUGE GDPR issue. I then had to go back through this process to delete my details from the computer and ensure they were not saved. When we told a member of staff this, they didn’t seem to be bothered. The service we received from Zayn was quite honestly unprofessional, once I’d put the details he just walked off from us. He’d previously agreed the car would be ready by Monday for us to view but didn’t specify a time or seem particularly bothered or interested about giving us a good service. We then spoke to Riley (who was great) about the issues we had and throughout the process he had showed care and professionalism and was a lot clearer and tried to meet our needs before we left the showroom. On reflection, I decided to do some research and looked at reviews on trust pilot where I saw 26% of reviews were 1*. This rang alarm bells, especially after the poor experience we already had and many of the reviews saying the cars they purchased were faulty which we cannot risk with our first baby on the way. This made up my mind instantly and I called for a refund to be processed. Since Monday, I’ve had incessant DAILY text messages from someone at the dealership, some useful updates, other messages asking if I would like to explore other cars. Even after we asked for the refund to be processed I was still getting messages and phone calls which shows the communication even between colleagues is poor until I replied and explained the situation. When we called to ask for our refund to be processed we were told that there would be no written confirmation because salespeople didn’t have access to an email address? We were also told by multiple people that they couldn’t call us back to confirm it’s done and we had to. Again poor customer service. We did this multiple times and multiple times we were told they couldn’t check it had been processed as a manager was needed to be present. After the 4th time my husband waited on hold for over 10 minutes until this was confirmed by the manager who also told him on Friday 16 August that we would have an email by the end of the day. Nothing. So we had to call again on Saturday morning to ask for this and have finally received an email. If I do not receive my deposit by next Friday (they assured me it would take 3-5 working days) I will be ringing the bank to open up a dispute and adding to this review. Not only is the whole customer service beyond poor & in breach of GDPR laws, they waste time and make it difficult to get a refundable deposit. Since then we have purchased a car from a different company who’s customer service is what you should expect when you’re spending tens of thousands of pounds of your hard earned money. AVOID THIS COMPANY.