"I was interested in buying a Kia Stonic from Kia Stockton so went into the dealership after receiving a quote online from Laurence a sales exec. Customer service was good up until I asked to test drive the car, the sales exec then said he was too busy, then said he could do 9am which did not work well for me, then gave me a cancellation time slot of 4pm which also did not work well with me so I requested for someone else to organise the test drive (yes this isn’t ideal for the sales exec but if I am unable to make the only 2 time slots provided this should be allowed) this was the rejected stating that his colleagues where in fact "too busy with other customers". After this I addressed my concerns stating I had signed for a car that I hadn't test drove and was unsure and needed to complete the test drive to confirm I was happy with my purchase. Once this was addressed Laurence was suddenly "free any time". I then went to the dealership to test drive the car and all of the sales exec where stood around gossiping (clearly were too busy to do the test drive with me) as there were no customers in sight. If a time works well for the customer this should be accommodated and I should not have been lied to stating that the other sales people were busy when in fact they weren't. After test driving the car I confirmed I was happy with the vehicle but thought it may be best for me to test drive another vehicle in a similar "small SUV" category. From Kia I went straight to Seat and test drove the Arona, this then confirmed that the Kia Stonic was not the car I thought I wanted. In comparison, the Arona was much more of a small SUV than the Stonic, the Kia Stonic was just a Kia Rio on bigger wheels (of which I currently drive a Kia Rio so felt there was no point in upgrading and paying extra money for a very similar car). I then, on the same day, got in touch with Laurence to inform him I was no longer happy with the Kia Stonic, and stated that I felt as if I jumped in head first and didn't assess all of my options. From this he replied to my email asking me why I had a change of heart (of which I had already explained in my first email). After this I didn't hear back from Laurence for quite a few days, he ignored my emails after I asked when I would receive my holding deposit back. I then had to email his Manager for a response as I felt I was being ignored. After the email to his Manager, I received an email from Laurence stating I would not get my holding deposit refunded in full and they would deduct a charge from this for cancelling as they already set the Finance up. This is where I began to laugh as in my documents/contract it stated I could cancel at any point up to 14 days after receiving the documentation (this was 5/6 days later so well within the terms) without a reason. I then sent another email to his Manager to say this was not outlined to me to begin with and may have altered my decision and this also wasn't stated in the documents I signed. The next day I received an email stating "as a gesture of good will" they would refund my holding deposit in full. That was the final straw with me and I would advise no one to buy a car from their due to the customer service I received. Yes it is rare that people pull out from deals but this just shows how much they care about a sale and how little they care about customers."
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