customer service

I never heard anything back

As a customer for over ten years, the experience was absolutely awful from start to finish.Initially dealing with Ryan Sloan in useddirect, who told me Charles Hurst would meet my current cars settlement figure and find us a new Mercedes GLC, told him I’d call down with my partner on a Thursday night, arrived down to be told by staff “that fella doesn’t exist”.Turns out Ryan was new and gave wrong address to us. Great start.Instead we spoke to James Beattie, told him our budget, our part exchange agreement with Ryan and what we were after.Emails back and forth with James over the next week or two where James said instead of giving us the settlement figure part exchange alongside the £500 event, that he’d instead offer us £1500 less.More back and forth with James by email who came close to settlement figure but as soon as we mentioned not bothering with finance and taking out a personal loan instead his interest ended, replies were few and far between and dropped part exchange price again by £1000.I explained that I was literally ready with money in account to buy the car within 24 hours and all I wanted was for Charles Hurst to honour what was agreed with Ryan and then James.I tried to explain my position and then James…just stopped replying.I followed up with him two or three more times and not even a reply.Not even the common courtesy to explain anything more, just ignored and gaslit.Suffice to say, I’ll never be using Charles Hurst Used Direct ever again, more than ten years of business and maybe 4 cars…done.Great way to treat repeat loyal customers. Wasn’t looking special treatment, basically looking what was already agreed.Thankfully I’d a lot better experience with Shelbourne Motors, who were very happy to take my £20,000+ and treat me and my fiance with a bitOf common courtesy and respect.Realistically, you haven’t just lost my custom for good, but my father was also interested in buying an electric car from you, but I’ve told him to stay clear of Charles Hurst Used Direct.PS: Customers know when you’re using AI to reply to emails, the false platitudes that don’t correlate with the personality we’ve spoken to in person, the em dashes, the waffling, it again just sums up how little effort is put into looking after customers.

This is for Budget Direct, couldn't find it on the drop down.Purchased a car from there the other day and I cannot praise the member of staff that assisted me - Patrick O'Connor, a true gentleman that went above and beyond for me. I'd be a bit daunted by the whole car buying purchase and salesmen before but that's completely wiped now and as long as he is working for you, you have gained a customer for life. I'll end up writing a full essay here about how well he did and so you can call me if needed to get more details but yeah I was extremely impressed by his generosity and his willingness to help out, kudos to him.

Paid deposit no response

Never answered my question

Staff were excellent and attentive, but sadly the current car quality is not what it used to be, my current vehicle is a Hurst Budget purchase which couldn’t be faulted at purchase time, Charles Hurst use to mean quality across the forecourts to me, sadly not in the lower budget range anymore.I also requested my Holding deposit returned to which I’m still waiting, hope I don’t have to contact my credit card company to chase it, that would be extra disappointing

Hi there,To whom it may concern.I have been waiting almost 3 weeks now , The car is ready since last week but has a cherished registration which is to be retained by the existing owner. Kieth my car salesman who sold me the car has been trying to resolve the issue but can’t as he hasn’t got the tax book and it sits with his management .So we feel let down and disappointed.Stephen woolsey

I have my car 6 months and already there are faults i left the car in Thursday last week i am 6 days now without it I have been told they are waiting on the warranty to see whats covered under it how long does that take !!!!! I work early shifts so the car is a nessesity

No follow up call, I did advise I needed the car urgently and he would check. Didn't get a call and then a random email about financing. Never again.