Carsa - Durham Reviews 

Ruby was brilliant lovely customer service skills and an absolute pleasure to deal with

Great service with knowledgeable sales men: Dannish dealt with my purchase from start to finish and was extremely helpful & professional throughout the entire process. Scott, the manager of Carsa Durham, also offered great understanding and kindness . The experience of buying with Carsa is fabulous, you don’t feel “pushed” or forced into buying extras, you’re taken care of, the cars are beautiful and well inspected before any customer purchases them and it’s overall very pleasant buying with them.
Only had my car a few hours but thoroughly enjoying it so far. So thank you Carsa for everything.

I traveled a considerable distance for this part exchange. During the inspection, two superficial scratches were identified with some difficulty. Despite the car being described as in excellent condition, £200 was deducted from the agreed-upon price. The employee was unable to provide a satisfactory justification and consulted with his manager on multiple occasions. Ultimately, an offer of £100 was extended, with the employee stating this was the maximum possible adjustment. I previously understood from customer service that minor signs of wear and tear would not impact the valuation, yet I incurred an unexplained reduction. Moreover, I told him I could find more scratches in the body than my car. He said this our value for our car and it is fixed. Disappointing!!

Saleswoman was brilliant to deal with

Really great experience, Ruby was lovely and polite and very informative, she knew her stuff.

Thanks

Great service from the team, over the moon with my new car!

Great customer service from Jamie and Scott helping me to purchase my new car, thank you so much

I just drove a round trip of 300 miles to the Durham branch to be told when I got there that the car that I had booked to test drive a '''WEEK'' ago (car registration LM72VUE) was not there. I was told by the salesman that the lorry with my car and others had broken down ''TODAY'' on the way to Durham. So despite me checking with Carsa on WhatsApp on the 11th August and Carsa sending me a reminder yesterday the 12th and another Today the 13th August, - the car was never at Durham at any time.
Am I angry at Carsa’s incompetence? You bet I am. What a disgrace.
On top of all that the person at reception before any problems transpired was very offhand. His welcome greeting was "Are you alright mate?" That may be a local colloquial Durham way of greeting but it is not the way to greet customers. The poor sales person who gave me the bad news, never at any time apologised. Was I offered compensation or even a cup of coffee? The best Carsa could offer was that If I could wait around for a ‘’FEW HOURS!’’ on the chance that they ''MIGHT'' be able to get the car here. They however could offer no guarantee of that happening. Flabbergasted and dumfounded at that point I headed home. What is even more bizarre is that after getting home I found out that they had similar cars of the type in stock that I was looking for. At no time did they suggest that I might be interested in an alternative. What way is that to run a business?
Would I consider Carsa as a good venue to purchase a car? Not on your life and never again will Carsa see any of my money.
I might add that the booking fee of £39.00 was easy to process but has proved difficult to organise a refund. Apparently you have to "APPLY" to get your money back! It should be automatic if they make a mistake. But no you have to apply. I tried doing just that and all you get is the run around as no one is available to speak to you. These people just do not deal straight with you.
The sad thing about this company is that they could be good and the way they trade is a great idea. The apologies made to one star reviews are just useless platitudes. They apologise constantly and say they will investigate internally but nothing seems to change. Try clicking the search facilty for Durham on here and it is embarrassing to read just how bad that branch is. I feel like a fool for not looking at their customer feedback in the first instance.

A month ago when I bought car, I asked for battery report and still waiting.
Also trying to contact with shop (Carsa Durham) but after pressing buttons nobody picked up phone to have chat.

It was an ev Car and as we travelled from Scotland and were travelling back we asked for the car to be charged with some decent mileage maybe enough to get us to Carlisle where we could recharge but the car had 32 miles on it not even enough to get us to Newcastle

Very quick & easy with professional service

Placed a deposit on a Lexus RZ Takumi and drove 360 miles round trip from Scotland to Bishop Auckland for our test drive. The car had arrived on Monday, our appointment was Friday.

When we arrived it was sitting with the driver’s window cracked open, filthy with polish residue as if it had just come off the transporter. The tow point covers were on the passenger seat. I don’t think anyone at the dealership had touched it all week.

A quick inspection found bird dropping etching, poorly refurbished alloys with kerbing, an external door seal unseated, windscreen chips, and scratches on the paint.

A manager accepted the presentation was sub-standard, apologised, and offered to fix it and deliver. He then said it was a "cheap car" — basically "what did we expect".

You might get lucky with Carsa, but we weren’t. There was no quality control apparent, no one had checked the car before we arrived, and beyond a basic apology, no one seemed to care. Not acceptable for a £25k purchase

The only contact I’ve had since leaving the dealership is the generic email below. No call, no name, no specifics about my visit or the car. Just a template response that looks like it was written by AI.

When you’re spending £25k and travelling that distance, that level of aftercare tells you everything.

If you’re thinking of buying from Carsa, ask yourself if you want to roll the dice with a company that cares so little about its customers.

Ruby was amazing very smart and professional would definitely recommend others to come her thanks to her service

Ruby was exceptionally welcoming, friendly and helpful throughout the car buying process. Would highly recommend Carsa to anyone looking to buy a new car.

We purchased a car from Carsa and everything was handled very professionally by Ruby. She was a delight to deal with.

Great experience, very welcoming and helpful throughout. Left as very happy customers.

The service provided is great and the price's of the cars are good

I came back the next day after having a test drive the day before. I came back to commit to buying the car . I had to wait hours on someone helping me with it . I feel that experience ruined me giving more stars .

Had a great experience buying my first car. Harry was really helpful explaining the process and answering my questions. Really appreciate that carsa was able to move the car to my nearest dealership so I could test drive before buying.

Ruby at the Durham branch was a pleasure to deal with and very professional
Nothing was a problem and would buy again from this branch