Client Stories: Meet Rachel and Janet

Janet from Cambridge enjoyed her experience with us so much that soon her daughter Rachel also had a Cazoo delivered. We caught up with the mother and daughter duo to hear their thoughts.

B: Hi Rachel and Janet! Thank you very much for catching up with us! Could you tell us a little about your past experience with buying a used car?

A: Janet: In the past, we always went to our local garages looking for a replacement for our old Ford Kuga.

I knew exactly what I wanted. I wanted something to tow the stable, but they insisted on showing me cars that didn't interest me. There are always so many extra add-ons and sellers confuse you with so many questions.

Feeling pretty annoyed, I looked online and found the Cazoo website. I immediately found the car I liked and then bought it all online. I couldn't believe how easy it was! 

Question: How do you feel about buying a car over the Internet?

A: Janet: I was a little hesitant, but all of the Cazoo guarantees made me feel confident. Everything was so comfortable, no pressure and no one over my shoulder. The RAC guarantee, 300 points verification and 7 day money back guarantee were very important to me. And I'm so happy that I trusted you because the service I received was just excellent. 

Rachel: When my mom and dad told me that they bought the car online without even looking at it, I was shocked. But then their car arrived in such good condition and the delivery process was so smooth that I decided to use Cazoo to buy the car myself. In addition to my mom's rave reviews, Trustpilot's reviews (which are very authoritative) have given me the confidence that many people have had great experiences as well. Trustpilot is such a trusted source of honest customer reviews and I really trust what the people there say.

Q: How did you hear about using the website?

A: Rachel: I knew I wanted a Fiat 500, but I also did a lot of browsing and I have to say that the search function is excellent. I've been eyeing the Fiat for a while and have used the search function every time to find it and it was very easy to find among all the other cars on the site. 

On the individual pages of the car, you highlight any tiny marks, and I'm very glad you do, because I appreciated that level of honesty, but when the car arrived, I didn't see any of the tiny marks. And it was such a big surprise! The condition of the car in which he arrived was impeccable.

Q: Have any of you partially exchanged your cars?

A: Rachel: I did just that and the exchange of parts was a really good experience. When I went to the dealership they offered a starting price but then haggled to try and get it as cheap as possible. Cazoo offered a price and the transfer specialist looked it over when he drove my Fiat. The process of online quotation and then personal evaluation went without problems. I also loved this car, so it was nice to know that it was going to a good place!

Q: Did you feel supported before you received the car?

A: Janet: I was so impressed with all the communication I received. As soon as I pressed the button to buy the car, the email and overall service was fantastic. I felt really confident throughout the whole process. 

Rachel: Normally I would never have considered paying this much online, but the fact that you immediately began to reassure me with communication made me feel very confident in my decision. It wasn't constant communication, but it was enough to get a good balance. I remember being thrilled when I received an email that said, “Your car is only two days away.” I felt like Cazoo went on a car buying journey with me and the customer support team couldn't help me.

Question: Did you like the car transfer process?

A: Janet: My transmission was great - outstanding! I felt like I got a brand new car. When it arrived it was flawless and the transmission specialist made sure I was familiar with every detail of the car and confident that I would drive it. They were so polite and kind and my driver really wanted to make my delivery as interesting as possible!

Rachel: The delivery itself was very interesting! It was like unpacking when the transfer specialist arrives on a special transporter and then unloads the car! We also have horses, so it felt like a new horse had arrived and was pulled from a truck.

Q: What surprised you about Cazoo?

A: Rachel: I didn't expect it to be so good and so easy! The surprise was how easy it was and also the level of customer service. The whole process was exciting, which is something I didn't expect from buying a used car. I have already recommended Cazoo to my friends because there is little that can go wrong with all the warranties and customer service. 

Janet: It was like organizing a grocery delivery. Really simple and clear. In the past, we have always returned to the same garage to update our family car. And although we know what we want, it still requires a lot of time and stress. So I told my husband that the next time we need to upgrade this machine, we will use Cazoo. And that's what I would like to say to anyone who wants to buy a used car - just use Cazoo! 

Q: Could you describe Cazoo in three words?

Rachel: Simple, convenient and amazing! I'm trying to capture this feeling of excitement - given that the car was in the car and all the communications - it was so exciting.