Damien, I am so sorry to see your review, and I am very disappointed that you have had a poor experience. Of our last 81 reviews, we have largely scored 5 stars, bar some 4 star reviews. Our average review is 4.8 and we invite every customer to complete feedback, so this experience that you have had is very sad to see. I can quite appreciate your unhappiness, as your car was ordered with our dealer based on a 3 to 4 week estimated lead time, as our supplying dealer was under the impression the car was at UK Port. Within a few days of your order being placed, it was identified that this was not the case, our dealer had misread the correct location of the car and it was actually at port near the factory where the car was build - which is in South America.
This was right away emailed to you - so there was no dishonesty or lack of integrity from us - though of course it is a very poor outcome. Further salt to the wound was that the Volkswagen factory system itself was giving an expected arrival to the UK of late September, which then was followed by further shipping delays, which added a few more weeks.
You mention we had said we had sent documents when we had not. I am happy to further review this, but our funder, as do we, operate a CRM system, that I am logged in to whilst drafting this message for you, and I can see the documents having left the system at the times notified/recorded. If we can further look in to this as offered below, I can evidence this as a formal complaint response for you, with written proof from our funder and the necessary snippets with time and date from us, as I really do not want you to think we have lied at any stage, as this is not in the nature of our otherwise consistently positively reviewed service, over 11 years of dedicated work.
So - all in all, I can see you have every right to be dissatisfied with what you have received here. However, to defend our service - which is always delivered honestly, and with best customer outcomes in mind, we did not mislead, pass on updates obtained from VW falsely, or cover up any update provided to us.
Whilst we have not made an error, or been dishonest, or set out to cause you such a poor experience, I would personally welcome some further contact on this matter with you should you disagree. If you would be so kind to take the time, please email me on the address you have for me, and I can treat your experience as a formal complaint, so that we properly review every stage of the process undertaken with your order, following which I would send you a formal response, and I would also at that stage like to be able to make a goodwill gesture to try and brush off some of the mud that has been left on our name with you. I hope we may be able to discuss, and I pass on my sincere apologies for now.
