The BBC Watchdog on the One Show has reported that some of its viewers have had cars delivered from Cazoo with problems, resulting in them having to return cars for repairs.
In response to the show, aired last night (7 April, 2022), Cazoo said: “We are sorry that the three customers featured in the BBC One Show didn’t have an experience that matched their expectations. We regret this, however we did do all we could to quickly rectify these isolated issues and ensure that they weren’t left out of pocket financially. We have sold over 60,000 cars in the last two years and with 95% of customers rating our service as either ‘Excellent’ or ‘Great’ on the independent review website, Trustpilot, we believe that the way we handle any issues is what sets our service apart.”
The show was aired on the same day that Cazoo announced revenues of £668m for the year ended December 31, 2021, up 312% YoY and ahead of guidance given with Q3 2021 results.
It saw vehicles sold up 233% to 49,853.
In 2022, the Company expects to sell over 100,000 retail units and to generate revenues in excess of £2 billion, representing year-on-year growth of ~200%.
Alex Chesterman OBE, Founder & CEO of Cazoo, said: “I am incredibly proud of what the team at Cazoo has achieved since launch and particularly over the last 12 months. Our strong growth, rapid market expansion and market-leading consumer feedback, give us increasing confidence in both our strategy and our ability to deliver on our market share and profitability ambitions.
“During 2021, we made some important strategic progress, creating further moats around our business. In the UK we brought our vehicle reconditioning in-house well ahead of schedule, a challenging process but one thathas significant long-term advantages. We also successfully launched our car buying channel, now sourcing a substantial proportion of our vehicles directly from consumers.”