I purchased a vehicle from the seller in October 2024. The sales representatives were helpful and answered my questions without being pushy. However, I encountered issues with a switch pack that needed replacement, which was delayed due to backorder. I was assured I would be contacted when it arrived and that a faulty light in the boot would also be addressed. In August 2025, I followed up for an update and was informed the part would be available soon. Yet, during my repair appointment, I learned that the wrong switch pack had been fitted. The representative expressed frustration about the mix-up but did not investigate further. She scheduled another appointment for the correct part. At the next visit, I raised concerns about the boot light, but the representative claimed she couldn’t hear me. After the repair, she requested payment for the bulb replacement, insisting I could have addressed this earlier. After showing her previous correspondence, she waived the fee but mentioned a lack of communication between the sales and service teams. Additionally, she noted that my boot catch needed replacement and quoted a high estimate. To my surprise, the boot wouldn't open when I attempted to check it afterward. The representative later offered a discounted price for the catch, stating that the boot light was now functioning, but I confirmed it still did not work. When I sought clarification via email about the fault, I was met with a focus on warranty issues instead. Conflicting information about how the boot was accessed left me confused, and I felt my concerns were not adequately addressed. Despite requesting a breakdown of costs and possible causes for the issue, I received no helpful information. I plan to consult another garage for repairs and prevention advice, as the seller was unresponsive to my feedback requests. I hope this review reaches the appropriate parties to improve future customer experiences.
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Established in 1996, one of the original car supermarkets in the UK, Direct Cars is now in its 28th year and enjoying continued success in a very competitive retail environment. With a solid reputation built on some firmly established core principles we boast a database of no fewer than 135,000 customers.
The overwhelming trend when you analyse our customer reviews is quite obvious -
people actually enjoy the experience of buying a new car from us.
Why? Because we don't believe customers want pressure, or hassle, or any of those tired old sales techniques - all they really want is a friendly atmosphere, some professional advice, a helpful hand, and most of all: to enjoy the experience.
We rely on customer retention and we rely on customers recommending us to their family and friends, these are valued sources of our everyday business and we aim to continue making the car buying experience an enjoyable one.
Good customer service is an integral part of building and maintaining an impressive reputation that has stood for over 20 years.
Excellent customer service is part of the Direct Cars DNA.
It's grown as the company has grown and forms part of our continued success.
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