*This is an edited review by myself, at Peter Vardys request, and changed from 1* to 3* to reflect the subsequent efforts made by the team to rectify the situation(s)* The salesman we'd arranged to meet on day 1, was on his way out the door to go home at our appointment time, so did a rushed handover to a young lad called Sean who was fairly new. Sean was great, chatty and friendly, and very helpful. We got the impression no figures would be discussed until we'd decided on a vehicle. I was receiving calls from Sean, and also the man we were supposed to have dealt with in the first place. I didn't know who I was supposed to be speaking to at first. Having eventually decided on a car, figures were discussed, and income details taken. I asked if he wanted my total income or just the income from my work, and was told it was just from my work, which I wasn't convinced was right. But I went with it, a manager called Scott was brought over and a deal was finally reached that I was very happy with. I shook hands with Sean and Scott, signed the paperwork and went home happy, awaiting a phone call about the finance decision. I then got a text message the next morning to say that the finance had been declined. I suggested they include my total income, but heard nothing more from them that day, despite leaving a message asking for an update. I then got a call the next morning from Sean congratulating me, saying that I could collect the car that evening as the finance had been approved. We emptied our car, printed the utility bills we needed (which weren't even asked for in the end), and paid for a copy MOT certificate when I couldn't find the original. We were really excited and very happy! I then got a call from the manager, Scott, that I'd shaken hands with, to say there had been an issue but they had "found a resolution", which meant my monthly payment was going to go up from £150 to £201. The incorrect settlement figure had been entered into the computer when the deal was made, meaning there was a difference of £2000 to find, the only solution being to increase the monthly payment by a third. I declined as it was way above my budget. He offered to reduce it to £175 for the first 18 months. I said no. He suggested if he could get it to £175 for the duration, would we go for it? We reluctantly agreed, if he could do it for that. I then got a call from Scott to say that the best they could do would be £178 a month for the duration. I asked if he could waive the £100 handover fee as a gesture of goodwill but he said no. I asked for some free car mats at least, which he did agree to. We appreciated the effort that went into getting us this deal, albeit highly disappointed it wasn’t the deal we’d already agreed on. So we set off to collect the car, in a foul mood instead of the excitement I've always had collecting new cars before. We were expecting to be greeted by Scott at least, with an apology and proper explanation of how such an error managed to bypass everyone until the last minute. But there was nothing. We were sent to the handover area, and were expected to just sign the papers and be on our way. But we asked to speak Scott, and he eventually came over to speak to us. He apologised and explained, but it would have been nice to not have to ask for it. Sean was temporarily transferred to the Perth store that evening, as I found out later. I mentioned at handover, that the next payment on my old car would be due to come out of the bank in five days time. The girl assured me that the payment would be refunded by my finance company. We signed the paperwork, did the super cheesy music and disco lights unveiling process despite our muted mood, asked for the free car mats they'd forgotten about, and drove the car away with our free duck teddy. So far it's been a great car, it's just a shame the handover was spoiled by errors and poor customer care. After the payment came out of my bank for my old car, I phoned the finance company to find out when my refund would be paid. They said there was no refund due on the account as a secondary settlement figure had been paid, instead of the original one. I then phoned Scott but was told he was in a meeting and that he’d phone me shortly. A few hours later I’d heard nothing, so called back only to be told it was actually his day off. I then asked to speak to someone with a higher authority to try and get this sorted out, and was put through to a man called Justin. On our first call, he seemed helpful enough and promised to look into it and call me back within the hour. Which he did. He then turned into the rudest and most unfriendly person I’ve ever spoken on the phone to, who is supposed to be working in customer service. Talking over me, repeating himself constantly and raising his voice. I got really angry when he insisted on talking over me very loudly, despite me asking him to stop and let me speak. So I hung up as we were going round in circles and getting nowhere. I rang back and asked to speak to anyone other than Justin who had any kind of authority. I was put through to a lovely man called Jordan, who listened to the whole sorry tale, explained properly what had happened and promised to get Scott to call me back the next day before 11:30am. No call from Scott, however I did get a call from Sean at 3pm, who I was glad to hear had been transferred back to Dundee. He explained what had happened and that technically there was no refund due, however he arranged the refund of £130 as a gesture of goodwill, to be sent by bank transfer, which is all I’d wanted in the first place as I was promised this at hand over. If they put as much effort into doing things properly as they do into their cringey "personal videos" and mortifyingly cheesy handover process, they'd be on their way to being a half decent car retailer. Sean will make a great car salesman, he’s honest and fun to speak to, I think Peter Vardy just need to spend more time on training. Scott made a great effort behind the scenes so that we could drive away in the car we wanted, perhaps just a bit more attention to detail is needed. Justin should not be working in customer service. Instead of explaining calmly and placating the situation, he made it 100 times worse. Jordan was calm, friendly, very helpful and definitely did his best to put things right. Would I buy from there again? In all honesty, probably not. They eventually went to great lengths to rectify a series of situations that should never have occurred in the first place. However, we do have a great car that was clean and tidy.