Hi, my name is Sandra Gibbons, I am the current Customer Service Manager at Carcraft. If anybody has any current issues that they do not feel have been resolved please give me a call on 01706 753391and I will be happy to talk through any problems that you are experiencing. Thanks.

If you enter "carcraft" in the search box, you will be able to add a message to threads involving your company. Subscribers to those threads will get an email about the update. Subscribers to existing threads will not get a message about this new forum thread.

Hello Sandra, we have been given your contact details as someone who may be able to assist us. We are in a terrible situation with Carcraft at Enfield where the general manager Jeff downwards have given us such a poor customer service and response to our requests through this week, that we are feeling at a dead end and my wife has become very depressed over it all. We bought a citreon c2 last weekend and the test drive round the local roads was carried out. however, when we drove home on the motorway, the steering wheel wobbled, the car shaked, and the whole car was so uncomfortable that my wife refused to drive it and she cannot face having it for 5 years. It is not the car we first hoped it would be. We have been customers of carland and basically understood that carcraft was carland as its the same everything - your call centre staff even confirmed to me several times that carland is carcraft as they bought them out two years ago. On the carland website which is still up and running with all the contact details etc the same as carcraft - it clearly states on the Day Exchange policy that any unsatisfied customers can exchange their car. We have spoken to 3 different managers since monday this week who all said that the GM is the only one who can agree to this exchange and he was on holiday until friday. Enfield never answer the phone, they never call back. I eventually got hold of this jeff because i refused to be fobbed off and was on hold for an hour on friday - he basically said tough luck, the car only has a wheel balancing problem which has been fixed, so come get the car. What he fails to appreciate is that as a customer, we are trying to exorcise our exchange rights as per the carland website - but on one conversation he said he wont agree to the exchange policy, and on another conversation the same day he said they are carcraft and not carland so there is no exchange policy or return. I spoke to customer services as he told me it was them who made this decision as he cannot do this (a lie i have since found out) but a lady there refused to refer our case to the managers as she said that the car has been fixed - i could part exchange it if i wanted. She was very sarcastic, nasty and unhelpful. I spoke to the finance company to advise them of this dispute and they were stunned that there is not a cooling off period or 14 day return if not satisfied - they told me take the matter further and get legal advice. I have spoken to Consumer Direct who said that even if its minor, the car was sold to us with a fault and have instructed me to write certain letters and proceed to court. All this seems so unneccesary as all we are asking for is some human element here - we identified a vw bora on the website which is the same price as the citreon, so nobody loses out and we would pay any costs to change the finance set up again. The GM said tough luck (those were his actual words) so i asked to speak to his boss - paul? I have rang and spoken to the GM twice since yesterday, and twice he told me he would get his boss to call me back to discuss - no call of course. I am in the middle of compiling a letter to Mr Noel & Mr Mckee the owners - to inform them of our plight. I am also intending to write to Lord Turner, Head of FSA - and to involve the Retail Motor Industry Federation - and then to proceed to an ADR or a court case if necessary. Surely someone in the company can help us - there are a lot of complaints on forums about carcraft and our son in law said about carland/carcraft being on watchdog. If someone can assist us, i would highlight to those forums and to Mr & Mr Mckee who that person is as a thank you. i am so concerned about my wife as well, this was her first car we have bought for her (i have been a carland customer since 2002) as she is so distraught and is off work sick with depression. Please help us. our direct contact is XXXX i hope to hear from you as you will be the first person in carcraft that would be in contact with us without me having to chase and be on hold for an hour.

Note: email address removed to prevent spam. Please place your email address in your profile. Please also read the moneysupermarket.com Community Standards and Terms of Service. Cheers.
To edit your profile, log-in in and go to the News & Community homepage and click on ‘Edit my community profile’ on the top right-hand side.

Dear Sandra,

I will be brief.

Five months after I purchased a Ford Focus car from Carcraft (Ford Focus NH53 EUX) it suffered (and these are the words of the recovery mechanic) “a catastrophic failure of the offside wheel bearing”.

Given that I had my family in the car and I was in the fast lane of the A1 at the time you can imagine the entertaining few seconds I had.

As a result of this failure the brakes and ABS sensor were damaged. It transpired that the Carcraft warranty only covered the wheel bearing itself and not the further items which Carcraft stated were ‘subsequent damage’ and not covered under warranty – it cost me some £400 to sort out. Not only was the warranty inadequate but to add insult to injury I was told by Carcraft that ‘I should have seen it coming – it must have made a noise earlier’.

We complained about the service and were fobbed off with a rude letter.

I am currently receiving calls from Carcraft requesting that I book my M.O.T. with them. However, despite courteously stating that I will not be doing any more business with you I continue to receive calls and letters.

The time for courtesy is over.

I would rather put my *** in a bear trap than give your company one further penny of my money.

Let’s save each other some time by taking me off your database.

Best regards,

Paul Haynes