I would like to share my recent experience with WJ King CUPRA Bromley in the hope that improvements can be made to their customer service and communication processes.On the 26th of February, I contacted the dealership to enquire about a CUPRA Formentor and spoke with Usman Ismail. I received a quote that I was happy with, and the following day I called back and paid a deposit to reserve the car and take it off the market.Initially, I intended to purchase the vehicle through PCP, but after finding the APR offered by WJ King CUPRA Bromley to be very high, I decided to proceed as a cash buyer using Charles & Dean finance company. Up until this point, Usman Ismail had been very helpful and responsive. However, once I mentioned that I wanted to use my own finance company, issues began to arise.I was informed that they were unable to create an invoice addressed to Charles & Dean with myself as the vehicle's owner. Over the next two days, I experienced a frustrating back-and-forth — initially being told they could accommodate this request, then being informed they could not. On the second day, Usman Ismail was off work, and I was advised that Matthew Rogers, the Business Manager, would contact me to confirm whether the transaction could proceed. Unfortunately, I received no communication from Matthew, and my calls went unanswered.Charles & Dean informed me they had never encountered a dealership that was unable to issue such an invoice. They facilitate vehicle purchases daily from brands like Porsche and Ferrari without issues. Adding to the frustration, both WJ King CUPRA Bromley and Charles & Dean were using the same finance company, yet WJ King CUPRA Bromley was quoting a premium APR — seemingly in the hope that I would revert to their financing.The lack of communication and explanation during this process was extremely disappointing. Two days after my finance company informed me that the deal had fallen through, I called Usman to enquire about my deposit refund. This started another ordeal — I made approximately 20 to 30 phone calls to the dealership, and neither Usman nor Matthew was ever available. I also sent several emails, none of which received a response. Ultimately, after expressing my frustration to the receptionist, I finally received my refund on the 12th of March.I am extremely dissatisfied with how this situation was handled. The poor communication, lack of accountability, and prolonged process created a stressful and frustrating experience. I sincerely hope that WJ King CUPRA Bromley reviews their customer service protocols to ensure this does not happen to other potential buyers.I would appreciate confirmation that my feedback has been received and what steps will be taken to improve the dealership's processes moving forward.
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WJ King is a trusted, family run business who have been leading the way in car sales for over 60 years. We are one of the fastest growing car dealer groups covering South East London and Kent, across leading automotive manufactures, incorporating Vauxhall, Peugeot, SEAT, CUPRA, Suzuki, Kia and Dacia franchises.
We are an award-winning group who offer outstanding customer service and exceptional value for money. Whatever you or your family motoring needs are, we can help and don’t forget to ask us about special offers.See more
