The experience was pretty good until I actually needed a person. The things that I could do on my own generally went smoothly. However, the couple of times I had to call them the wait time was 20+ minutes (shows how much they "really value your time"). The customer service reps were always nice but the quality of service was way short of what Carvana advertises. More often than not it took multiple calls / chats to get things right.
My delivery ended up being delayed because someone missed a flight. The rep left me a voicemail just a couple hours before the "confirmed" delivery was supposed to happen. She did give me a direct call back line but she had left for the day by the time I could call back so then I had to wait on the general line. The rep I ended up talking to made it sound like he was doing be a great favor by getting me a new time set up. Then he seemed put out that I wanted to be compensated for the hassle of having to arrange more time off work and a ride to and from work (even my cable company offers a $100 credit if they miss their appointment time). He was acting like it was my fault that the delivery had to be changed. He also offered me no real assurance that the delivery wouldn't be cancelled again (thankfully it wasn't, though I thought about refusing the delivery because the experience at this point was so bad). And somewhere in the middle of all of this I got an email telling me that the delay was because Carvana had found a technical issue with the vehicle which turned out to be bogus.
I really wanted to like Carvana but after my experience I think I'll go back to a traditional dealership the next time I need to buy a car.
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