Ordered car from Cazoo and they are delivering the wrong one!

kodiplod

I purchased a car which I thought was a great deal approx 10 days ago. Received order confirmation which confirms it is the car I thought I was ordering for the price I paid (£17k).

I had been emailing as there was an issue with the car and a delay (still not received the car) and noticed the registration was wrong on the correspondence. I checked with live chat today and they confirmed that I had apparently ordered a different car (much lower spec model, same car and colour, higher miles) and that the order confirmation email must of pulled through the wrong car.

The car I thought I had ordered is apparently still live on the website and is £10k more! They said there is nothing that can be done. What are my rights here? Have I got a leg to stand on?

Obviously I want the higher spec car for the price I paid as that's what was originally advertised to me and I have the order confirmation as proof.


Any help would be appreciated. The car is still due to be delivered next Tuesday (the lower spec model).

MattMattMattUK

kodiplod said:

I purchased a car which I thought was a great deal approx 10 days ago. Received order confirmation which confirms it is the car I thought I was ordering for the price I paid (£17k).

I had been emailing as there was an issue with the car and a delay (still not received the car) and noticed the registration was wrong on the correspondence. I checked with live chat today and they confirmed that I had apparently ordered a different car (much lower spec model, same car and colour, higher miles) and that the order confirmation email must of pulled through the wrong car.

The car I thought I had ordered is apparently still live on the website and is £10k more! They said there is nothing that can be done. What are my rights here? Have I got a leg to stand on?

Obviously I want the higher spec car for the price I paid as that's what was originally advertised to me and I have the order confirmation as proof.


Any help would be appreciated. The car is still due to be delivered next Tuesday (the lower spec model).

You can return the car, at any point up to seven days, you should be able to reject before delivery as well.
https://www.cazoo.co.uk/7-day-money-back-guarantee/
Anything beyond that would depend on formation of contract and whether it is on obvious error, which it could well be deemed. I expect that you are in a position where you will not be out of pocket and back in the position before you started (eg. no car, no cost), but you are not entitled to get a £27k car for £17k.

easy

I think you will have to cancel your order.  If your account is true,  it sounds like they may have made a mistake when they listed the car for sale,  and realised their mistake when you ordered it  -  As you said,  you thought it was a great deal ....  

Despite your order confirmation, I don't see any way you can force them to deliver the higher spec car for the price you paid -  It is shoddy of them however just to substitute another car -  they should have cancelled the order with an apology.

Ayr_Rage

Agreed, time to cancel and start looking again.

LightFlare

With the difference being 10k - I suspect that an error has been made somewhere.

Was the price obviously a good deal or just about a good deal (compared to other sources)

Your rights will be to be left in the position that you were previously

Are you willing to share the make,model,mileage of the 2 cars in question ?

Grumpy_chap

If this was a totally remote purchase, the OP's consumer rights are to cancel within 14 days of delivery.

Has the OP asked Cazoo whether they can cancel the order now, rather than waiting for the delivery to complete?

If the difference was £10k on a £17k car, that is a significant and obvious discrepancy that the OP should have noted was clearly incorrect.  It won't be possible for the OP to force Cazoo to fulfil the order for the £27k car at £17k.

Herzlos

So did you buy the £27k for £17k, but they then later changed it to another car, or

did you intend to buy the £27k car but actually ordered the £17k car?

How much do the car listings and registrations differ? I wonder if the car was listed incorrectly initially and then corrected when the registration changed.

In the former case you can chance your arm but they aren't likely to take a £10k hit on a car, but you may be able to haggle a bit of good will towards it.