CARGEM 

I have replied to Cargems response regarding their offer to remedy the situation fully.
I will keep this forum posted on the outcome.
To note Cargem did pay me for the value of the vehicle however I lost nearly £1000 due to admin charges, car care plan and a battery I had to buy within two weeks of having the car, which cost £299.
Again I have evidence to support this and the admission of Cargems after sales person.

Excellent service very happy with Diren wr22

Diren was excellent amazing service o didn't buy a car for 1 year travelled 11 different dealerships I met diren and bought my dream car wd68

Diren was excellent ld15 thank you for your servicd

Initially was great, obviously, they wanted the car sold. After being told the car would be ready in a few days I paid the deposit. End of the week happens, vehicle needs a part they’re waiting on. Another week goes by and I’m assured they’re still waiting on a part, I give it another week and request my deposit back as I’m told it’s still not ready.
Was told my deposit was non refundable to which I know I would’ve got it back due to them not fulfilling the contract. However, I decided to let another member of staff take over and the sale went through.

Day of the pick up. I go to leave and I find the sound isn’t coming out of the stereo so I spoke to a manager and was advised I’d have the car picked up and dealt with on Monday. The next day (Sunday) upon starting the vehicle my dashboard is lighting up with fca, blind spot issues. It’s now Tuesday, i spoke to Jas yesterday who told me he’d sent an urgent email asking cs to call me. I’m still waiting. I phoned and emailed today with no luck. I’ll be turning up to the office today to reject the vehicle.
I should’ve gone with my gut about the car initially and went ahead with getting my deposit back.
They make it sound great and that they’ll look after you but as all sales places all they care about is the sale. After that you’re on your own, literally. Can’t believe I trusted these people over my gut. Won’t be making the same mistake again.

Extremely disappointing and unprofessional experience. I called ahead about a specific car, confirmed its condition multiple times, and made a near three-hour journey based on those assurances. Shortly after, another staff member tried to push a different vehicle on me. I was reassured again the original car was available, so I reserved it and arranged travel. Later, I was told the alloy wheels were a problem and that pictures would be sent in 15 minutes. After waiting nearly four hours, the images that arrived were not even of the car I reserved. As someone familiar with the model, it was obvious. When I questioned it, the response was dismissive. The next morning, I was told the car had been sold. Which raised a serious question about whether it was ever actually available. Promises weren't kept, information conflicted, and my time and money were wasted. I want to note that Julia and a couple of female staff were polite and tried to help, but it didn't make up for the overall experience. I don't often leave negative reviews, but I think others should be aware of how this was handled. (RYAN) should not work in car sales , if you get him AVOID at all costs !!!!!!

I had a great experience dealing with open-minded people who, in my view, find pride in assisting their customers. Specifically, Diren really guided me and ensured a smooth closure when I purchased my car WV69.... It is a great car to drive.

Diren was amazing really good at his job he done me a really good deal on warranty and williams racing this guy really knows his stuff im.so happy im fully protected- p.s if you want a really good deal on warranty tyre and alloy protection paint protection and scratch protection go to Diren he will look after you yj68

Based on my experience I would really advice buyers to proceed with extreme caution.

I ignored the warning signs from previous reviews because I wanted to give CarGem the benefit of the doubt, but honestly.. I genuinely wish I had trusted my instincts.

This was a distance sale. All of the paperwork was completed remotely before I travelled from Northern Ireland to England to collect the vehicle. Before committing to the purchase, I specifically raised concerns about what would happen if a fault developed once I had returned home. I was reassured that the RAC cover included with the vehicle would recover it back to the dealership if a fault arose within the first 30 days. That reassurance gave me the confidence to proceed.

The experience before payment and the experience after payment could not have been more different.

Within 2 days of collecting my 2019 Audi A5, the engine management light illuminated. An independent garage confirmed the fault. I reported the issue immediately.

The dealership asked me to obtain an independent VAT diagnostic and repair quotation, which I did. After following every instruction they gave me, they then refused to authorise repairs unless I drove the vehicle approximately 400 miles back to their garage with an unresolved emissions fault. The reassurance I had been given before the sale regarding recovery was no longer honoured.

I have exercised my statutory right to reject the vehicle under the Consumer Rights Act 2015 already - the dealership rejects this right. The dealership continues to accept my rejection, despite the fault developing almost immediately after purchase. The matter is now being pursued through my finance company, and I am taking legal action to enforce my statutory rights.

What disappointed me most was not simply that the vehicle developed a fault—mechanical issues can happen with any used car. It was the complete contrast between the excellent customer service before the sale and the lack of meaningful support afterwards.Trust me - this shocked me.

If I could go back in time, I would genuinely take your time to look through the negative reviews. The culture and identity of a business are defined by how they manage customer expectations when things don’t go to plan or go wrong - and the negative reviews show how this business manages these complaints. I was unfortunate to be one of the unlucky ones, and it could be you next. Beware.

Based on my experience, I would strongly advise anyone considering purchasing a vehicle from CarGem to think very carefully, particularly if you are buying from a distance and relying on the assurances given before the sale. Read every review before making your decision.

In every honesty, I really don’t mean it lightly - AVOID.