Tabith walker

⭐ 1/5 – Disappointing experience despite loving the car

I want to start by saying that I genuinely love the Ford Puma I purchased. Unfortunately, the buying experience and after-sales service have been extremely disappointing.

The issues started before I even received the vehicle. The original vehicle I purchased was not actually available, as it had been loaned out as a courtesy vehicle to another customer and had approximately 2,000 additional miles on the clock. They were unable to confirm the exact mileage at the time as the vehicle was not due back for another three days.

I was also advised that the vehicle would not undergo another 159-point check when it returned. This concerned me, as the vehicle had been out of their possession and used elsewhere before being supplied.

I was then offered an alternative vehicle.

Before delivery, paperwork had already been prepared. However, I was subsequently informed that the vehicle only had one key, no mats and no handbook.

I was also advised that the vehicle had been subject to a safety recall relating to the possibility of the fuel line chafing against surrounding components, potentially causing a fuel leak and fire risk. I was initially asked to sign a disclaimer before the vehicle was delivered. I was not comfortable doing this without confirmation that the recall work had been completed.

Only after questioning this was I advised that the work had been carried out and a mechanic's job sheet was provided. I was not provided with official recall completion documentation or the original recall paperwork. I was also told that invoice paperwork was still outstanding and expected this would all follow with the other vehicle documents.

The vehicle was then delivered after a six-hour journey. Once I had time to properly clean the car, I discovered previously undisclosed cosmetic damage, including significant paint chips above the rear passenger door which appeared to have already been touched in, but poorly, along with a dent on the boot.

My concern was not that a two-year-old vehicle should be perfect. I completely understand that a used car may have signs of use. My concern was that damage which had already been attempted to be repaired was not disclosed before purchase.

I reported this within the required timeframe and contacted Car Supermarket multiple times. Despite copying in relevant departments, I had to chase three times before receiving a response. Unfortunately, my request to have the undisclosed damage rectified was refused on the basis that this was "expected of a two-year-old vehicle".

I found this response disappointing. I was not looking for a reason to reject the vehicle — I love the car. I simply expected the condition of the vehicle and the information provided before purchase to be accurate and transparent.

To add to the disappointment, I still have not received the vehicle paperwork, as the delivery driver did not pass it over. I was advised it would be sent on, but it has not arrived.

The car itself is great, but the purchasing process and after-sales support have left me feeling very let down. I would advise anyone buying from this company to thoroughly check everything before accepting delivery.