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New car - was I wrong ?

(21 Posts)
Boysarebackintown Tue 15-Sep-20 19:31:20

First of all this isn’t a stealth boast, it’s a definite question I need a sense check on please, I realise I am lucky.
I ordered a new car in April, a BMW, my first ever brand new car and only affordable because they were desperate to sell some cars in lockdown ( I was looking for a second hand and this came in cheaper on the finance). To be clear it’s a PCP lease car - not purchase
For the first time ever ( I am in my 50s) I got to pick a colour, interior trim, extras etc
At the time of purchase the branch was closed, so everything was done online and by phone and I hadn’t test driven car, no signed paperwork. A particular part of the conversation / agreement ( verbal) was I could still back out if the deal prior to the finance agreement being signed if I didn’t like the car when it arrived.
I waited 4 months for the car to arrive (which they had told me about) and they called me last week to say it had arrived. I asked to go to see it to test drive it before the collection day, they were a bit funny about it but I made it clear that I hadn’t seen it and was not going to buy it if I didn’t like it ( as we had agreed).
So, I went today, the car was driven out for me and it was not as I had ordered - correct colour but the interior trim was a completely different colour to the one I had chosen.
I stated this straight away ( it was very obvious - it was not a matter of shades of grey being different) and they were a bit panicked, ran inside the showroom to check and then came out to confirm that yes, it’s not-the one I ordered. The sales manager gave a weak apology said they didn’t know that it was the wrong colour but perhaps BMW have a supplier chain issue with the interior fabrics so sent this, he claimed they hadnt been advised of this.
So, I said I needed to think about it, it sounds shallow, but it really isn’t what I wanted and I was so disapppointed.
They said I have 3 choices- take this car, we will order you another car to your specification and it will take 4 months or you can walk away. So I asked for the rest of day to decide.
I called back this evening after much deliberation and told them, no I don’t want the car on their forecourt- I would like the car I ordered please.
The sales manager was extremely short with me, the whole call lasted no more than 30 seconds and he huffily told me he would order me another car, rang off. No apology, no ‘ we understand it’s not what you ordered ‘ , just basically quite shitty with me.

Have I done anything wrong here?

I was so upset about the way they treated me, I am now wondering whether I should just call them in the morning and say cancel the order. It’s really taken the shine off my excitement.

What would you do? Just realised I am in chat not WWYD - sorry.

OP’s posts: |
Bwlch Tue 15-Sep-20 19:34:15

You have done nothing wrong. Don't fret.

GetTheStartyParted Tue 15-Sep-20 19:40:53

We purchased a new house, they fitted all of the wrong flooring and then were annoyed when I asked for it to be rectified. They asked if I expected all of them to be changed hmm

Some people just have a way of making you feel in the wrong when you're actually just wanting what you asked for. It sounds like they messed up and hoped you'd let them off.

Sexnotgender Tue 15-Sep-20 19:43:12

You’ve done absolutely nothing wrong. It’ll hit their bottom line so are pissed off you’re not being a good woman and just accepting their mistake.

Boysarebackintown Tue 15-Sep-20 19:48:04

Sexnotgender

You’ve done absolutely nothing wrong. It’ll hit their bottom line so are pissed off you’re not being a good woman and just accepting their mistake.

Actually, my DH ( who wasn’t there) said much the same.

OP’s posts: |
Ernieshere Tue 15-Sep-20 19:51:01

I may have accepted it with a discount.

You are not in the wrong.
Don't be shy if they get bolshy.

I had a delivery man ring me at 06.20 a.m to give a deliery time slot for that afternoon.

I said "This is a bit early for a call?"

He said "You what, what are you on about?"

I said "No, what are you on about, waking me up at 06.20?"

He apologised, but I had to be firm.

Don't let them walk all over you.

They had one job and they ballsed it up OP.

velourvoyageur Tue 15-Sep-20 19:53:04

Don’t give it a second’s thought OP, someone made a silly mistake, they hoped they’d get away with it, now they’re disappointed/worried and taking it out on you. But it’s not the end of the world and it’s not a reaction to your behaviour, and it’s certainly not your fault that they don’t have the manners to regulate their emotions in front of a customer. It’ll be a good lesson for whoever made the mistake to triple check everything in future.

Hope you in turn aren’t disappointed for too long - maybe do something nice for you at the weekend?

wannabebump Tue 15-Sep-20 19:53:23

Sexnotgender

You’ve done absolutely nothing wrong. It’ll hit their bottom line so are pissed off you’re not being a good woman and just accepting their mistake.


This is totally spot on!

OP, you've done nothing wrong. They messed up, you've not accepted it, it's gonna cost them money and they don't like it. You're totally right - it's not the car you ordered, it's not the car you want (which is especially important because this is a big purchase, first time new car etc) x

LIZS Tue 15-Sep-20 19:53:33

No, and I would probably take my business elsewhere

Scrumptiousbears Tue 15-Sep-20 19:56:32

With that attitude I'd cancel my order and go elsewhere.

I once went to test drive a new car and the salesman suggested I get my husband first to have a go. 🤣 they didn't get the order and I complained to head office.

NeutralJanet Tue 15-Sep-20 19:59:38

You weren't wrong, they bollocksed up the order and have got a cheek being arsey with you for pointing out their mistake. I would take the option of walking away and buy a car from another dealership, you've got nothing to lose if it's going to take them another 4 months to produce a new one anyway.

opinionatedfreak Tue 15-Sep-20 20:01:07

I would probably cancel the whole damn thing. There are plenty of BMW dealers.

I hate the patronising twaddle I get as a woman buying a car. Haven't had to do it for a while.

Highlights in the past include them talking exclusively to my Dad (hello, it's my car and my salary paying).

Showing me peugeot 106s when I went in specifically to look at the 406 estates they had advertised in the paper (remember when you used to look in the newspaper not online!).

Refusing to let me test drive an Audi without proof of income (several other dealers including BMW & VW hadn't required this, only Audi).

Next time I do it it will be even worse as I"ll be a women buying a small car so conforming to stereotype. Urgh. Never been so tempted to buy something ridiculous.

keepingbees Tue 15-Sep-20 20:03:00

Yanbu! They're just annoyed because they know they made a cock up and you didn't quietly accept it.
Whether it's pcp or not you're still paying out for the car, so it should be what you want!
I would say to take your business elsewhere but I guess you wouldn't get the same price. Might be worth complaining to someone higher up though. There should be a discount in it at least for the inconvenience. 4 months is a long time to have to wait again.

WhoWouldHaveThoughtThat Tue 15-Sep-20 20:06:39

Just to add my bit - you were 100% right.

It may be they located a similar model from an associate dealer and were hoping to pass it on to you.

If they ordered it correctly they should be pressing BMW to sort it out quickly, or else they trying a fast one. I wouldn't wait 4 months... Mercedes and Audis are nice too...

RiverMeadow Tue 15-Sep-20 20:09:51

If I were you i would look elsewhere. They're obviously being shitty with you because they fucked up and you need to get a replacement.

I hate people who turn the blame on you because they're in the wrong!

mommybear1 Tue 15-Sep-20 20:12:57

As others have said I'd walk away OP dreadful customer service. I'd also complain (a lot).

tinofshortbread Tue 15-Sep-20 20:13:25

I had something similar years ago.

I needed a car urgently, and went looking at 2nd hand, but there were good deals on new ones . Got given a choice of interiors, colours etc, then they dropped the bombshell that it wouldn't be available for 2 weeks, so I tried to back out. Salesbod offered me a free courtesy car for those two weeks, so I went ahead and signed (but critically the courtesy car wasn't in the contract just a verbal agreement).

Got home and got a phone call to say that she had spoken to her manager and courtesy car would be £loadsamoney for two weeks and that they were now no longer making the colour that I'd picked, so I needed to choose another.

I told them I no longer wanted the car if they couldnt give me a temp car (I wasnt actually that fussed about the colour), and she smugly told me that I had signed a contract. But the contract was for a colour of car that they couldnt provide, so completely invalid.

They were seriously not happy at me.

WildAboutMyPlanet Tue 15-Sep-20 20:21:44

I’d be calling them back and telling them that due to their attitude I will be cancelling altogether. Fuck them, it’s their mistake, not yours and they have to accept that, not treat you like rubbish.

Jessy2903 Tue 15-Sep-20 20:24:25

You've done nothing wrong and I would be very tempted to cancel the order but don't cur your nose despite your face.
If this is a seriously good deal, then just stick it out.

I would say though- please check over absolutely everything and make sure everything is correct.
Buying bmw was the biggest mistake of my life, they gave the car to me damaged- agreed to fix it- then damaged it some more.
Finally go it all sorted- it 12 months later it goes back for a service and yet again they have damaged it.
Their customer service is dreadful.
I can't wait to go back to Mercedes!

rebbonk Tue 15-Sep-20 20:24:47

Go to another dealer

Newjez Tue 15-Sep-20 20:29:08

Boysarebackintown

First of all this isn’t a stealth boast, it’s a definite question I need a sense check on please, I realise I am lucky.
I ordered a new car in April, a BMW, my first ever brand new car and only affordable because they were desperate to sell some cars in lockdown ( I was looking for a second hand and this came in cheaper on the finance). To be clear it’s a PCP lease car - not purchase
For the first time ever ( I am in my 50s) I got to pick a colour, interior trim, extras etc
At the time of purchase the branch was closed, so everything was done online and by phone and I hadn’t test driven car, no signed paperwork. A particular part of the conversation / agreement ( verbal) was I could still back out if the deal prior to the finance agreement being signed if I didn’t like the car when it arrived.
I waited 4 months for the car to arrive (which they had told me about) and they called me last week to say it had arrived. I asked to go to see it to test drive it before the collection day, they were a bit funny about it but I made it clear that I hadn’t seen it and was not going to buy it if I didn’t like it ( as we had agreed).
So, I went today, the car was driven out for me and it was not as I had ordered - correct colour but the interior trim was a completely different colour to the one I had chosen.
I stated this straight away ( it was very obvious - it was not a matter of shades of grey being different) and they were a bit panicked, ran inside the showroom to check and then came out to confirm that yes, it’s not-the one I ordered. The sales manager gave a weak apology said they didn’t know that it was the wrong colour but perhaps BMW have a supplier chain issue with the interior fabrics so sent this, he claimed they hadnt been advised of this.
So, I said I needed to think about it, it sounds shallow, but it really isn’t what I wanted and I was so disapppointed.
They said I have 3 choices- take this car, we will order you another car to your specification and it will take 4 months or you can walk away. So I asked for the rest of day to decide.
I called back this evening after much deliberation and told them, no I don’t want the car on their forecourt- I would like the car I ordered please.
The sales manager was extremely short with me, the whole call lasted no more than 30 seconds and he huffily told me he would order me another car, rang off. No apology, no ‘ we understand it’s not what you ordered ‘ , just basically quite shitty with me.

Have I done anything wrong here?

I was so upset about the way they treated me, I am now wondering whether I should just call them in the morning and say cancel the order. It’s really taken the shine off my excitement.

What would you do? Just realised I am in chat not WWYD - sorry.

You need to write them a letter. A very detailed letter. In that letter, ask for nothing but tell them everything. Especially your disappointment, how you thought a new BMW was to be the highlight of your life. How badly you have been treated. Do some googling and get addresses for UK head of. BMW, international head etc. Send your letters and wait. You may just get an apology which will make you feel better, but they may feel embarrassed enough to do some more.

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