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A. A.
25 Aug 2024
Verified reviewnice to deal with good stock and customer service excellent
Reply from Openlane.co.uk
Dear, Thank you for your kind words and 5 star rating! We are happy to meet your expectations!
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A. A.
4 Aug 2024
Verified reviewNo good service. The are not ready you have to wait like a week to collect the car.
Reply from Openlane.co.uk
Hi there, We apologize for the inconvenience you experienced with the service and the wait time for collecting your car. Your feedback is valuable to us, and we are working on improving our processes to ensure quicker and more efficient service. Thank you for bringing this to our attention. Best regards, The OPENLANE Team
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A. A.
20 Jun 2024
Verified reviewGreat Value
Reply from Openlane.co.uk
Dear, thank you for your positive review! We are happy we met your expectations. Your OPENLANE!
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A. A.
27 May 2024
Verified reviewVery disappointed how I was treated by this company they accept no responsibility for their incompetence. They are profiteering by supply damaged goods and not disclosing the fact and then dismissing any claims even when you send the photographic evidence, this has happened on numerous occasions and they then ban you if you try to claim leaving you out of pocket! I’ve purchased quite a few vehicles from them and nearly everyone had issues!
Reply from Openlane.co.uk
Dear, We are sorry to hear about your disappointment. At OPENLANE, we strive to ensure that all vehicles are accurately described and that our claims process is fair and transparent. We take your concerns seriously and encourage you to reach out directly to our customer service team to discuss your specific issues in detail. Your feedback is important to us, and we aim to resolve any misunderstandings. Best regards, The OPENLANE Team
Reply from A. A.
You obviously havent read the feedback I did contact your customer service team on many occassions, your descriptions are poor and your claims process is neither fair nor transparent!
Reply from Openlane.co.uk
Dear Customer, We sincerely apologize for the frustration you've experienced. Your feedback is taken seriously, and we've thoroughly reviewed your case. At OPENLANE, we strive for transparent communication and a fair claims process aligned with our Terms and Conditions and Claims Policy, readily available on our website. After investigating your claims and reviewing the evidence provided, we can confirm that we communicated our proposed solutions for your submitted claims, including reimbursement for the claim you have accepted in accordance with our policies. We regret any confusion or misunderstanding in our previous answer and acknowledge the importance of clear and effective dialogue. If you wish to discuss your case further or require additional clarification, please don't hesitate to reach out to our customer service team. Your satisfaction is important to us, and we're committed to addressing your concerns if you still have any. Thank you for bringing to our intention your dissatisfaction of vehicle description. We will take in to account for future improvements. Best regards, The OPENLANE Team
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A. A.
30 Apr 2024
Verified reviewWe buy a number of cars for you, and 90% of the time there is an issue with the sale! A number of the issues are as follows - 1. We bid on cars, it says we have won the car, then later on we get a phone call saying we haven't bid enough and that they want ie £1000 more - why is this? If there is a minimum amount that you want for the car, why is there not a reserve price on the car?? 2. We buy a car, we pay for a car, we want to collect....but no, the car is not on site and we are unable to collect it! Why do you sell cars that aren't even available for us to collect? If you are selling a car, surely you should have the car available to actually collect by the seller??!! 3. There has been so so many times that you state a car is at a certain site, we arrange collection, only to find that the car is not at that site!! I have to say that Adesa are an absolute shambles!
Reply from Openlane.co.uk
Dear customer, We apologize for the inconvenience you've experienced. We strive to ensure a smooth and transparent process for our customers, and we're sorry to hear that you've encountered issues with your purchases. We appreciate your feedback and will use it to improve our services. Please contact our customer service team to address your concerns and resolve any outstanding issues. Thank you for bringing this to our attention. Your OPENLANE team!
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A. A.
21 Apr 2024
Verified reviewThe platform works well, how ever , I am noticing the difference on other online platforms that are 1 considerably cheaper not only on price,at auction, but the online fees are far too excessive , £60 plus vat higher than cazoo, and higher the price higher the fees, so that needs amending. Prices are beginning to fall, Openlane also needs to be more competitive. My recent purchase ref Panda 4x4 was collected by myself and my wife, overall satisfied. I’m bidding on the same car on Monday but a diesel same colour and miles, it will be a lot cheaper.
Reply from Openlane.co.uk
We appreciate your feedback and are glad to hear that the platform is working well for you overall. We constantly review our pricing structure to ensure competitiveness and fair value for our customers. We'll take your comments into consideration as we continue to improve our services. If you have any further concerns or feedback, please feel free to reach out to our customer service team. Thank you for choosing OPENLANE.
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A. A.
31 Mar 2024
Verified reviewVery high fees, vehicles poorly appraised, bought a car with £500 worth of damage that wasn’t shown on the description, sent numerous emails and photographs with no reply!
Reply from Openlane.co.uk
Dear Customer, We apologize for the inconvenience you've experienced with the fees and the condition of the vehicle you purchased. Your feedback is important to us, and we take your concerns seriously. Regarding the undisclosed damage, we understand your frustration and want to assure you that we strive for transparency in our vehicle descriptions. We are currently investigating this issue internally to ensure that such discrepancies are addressed and resolved promptly. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to our customer service team. We appreciate your patience and understanding. Best regards, The OPENLANE Team
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A. A.
18 Mar 2024
Verified reviewExcellent service by the team especially Ben Price
Reply from Openlane.co.uk
Dear client, Thank you very much for giving 5 stars to your experience with us. We are very happy to know that you had a positive experience. Your satisfaction is of utmost importance to us, and we are grateful to receive your positive feedback. We thank you for your trust and for the opportunity to serve you. We hope to continue providing you with quality service in your future interactions with us. Best regards, Your OPENLANE team
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A. A.
10 Mar 2024
Verified reviewAll good
Reply from Openlane.co.uk
Dear, Thank you for giving 4 stars to your experience with us. We value your review and are happy to know that, overall, your experience was positive. We thank you for choosing our services and we hope to continue to meet your expectations. Yours sincerely, OPENLANE
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A. A.
2 Mar 2024
Verified reviewDue to their changeover from Adesa to Openlane and changed email addresses all their emails were ending up in my junk box this contributed to a late payment on my recent purchase. The vehicle that I purchased turned up with mechanical issues and the rear window was left open for some time which had caused the interior to mould very severely. They used the late payment situation as an excuse not to contribute towards the mechanical issues but verified that they will pay for the deep valet cost of £100 which has also not been paid. From my experience I will not recommend anyone from purchasing from this company.
Reply from Openlane.co.uk
Dear Asam, We apologize for the inconvenience caused by our transition from ADESA to OPENLANE, leading to email issues and payment delays. We regret the mechanical issues and mold damage upon delivery. We understand your frustration and are sorry for not meeting your expectations. Your feedback is vital, and we're committed to improving. Please reach out if you need further assistance. Best regards, Your OPENLANE Team
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A. A.
24 Feb 2024
Verified reviewEasy to navigate portal , vehicles well discribed , staff helpful and hallways accessible
Reply from Openlane.co.uk
Dear client, Thank you very much for giving 5 stars to your experience with us. We are very happy to know that you had a positive experience. Your satisfaction is of utmost importance to us, and we are grateful to receive your positive feedback. We thank you for your trust and for the opportunity to serve you. We hope to continue providing you with quality service in your future interactions with us. Best regards, Your OPENLANE team
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A. A.
7 Feb 2024
Verified reviewCar not as described, has major interior damage that was not shown ( hidded) in the pictures and of course when claiming this there is exclusion on worn ...also ordered Optimo that has additional inspection, money wasted.... completely dissapointed about this experience, I would not reccomend in buying a car from them.
Reply from Openlane.co.uk
Dear Adrian, We're truly sorry to hear about your disappointing experience with the car you purchased from us. It's disheartening to learn that the vehicle's interior damage was not accurately represented in the pictures and that the Optimo service did not meet your expectations. Ensuring the accuracy of our vehicle descriptions and the quality of our additional services is of utmost importance to us, and we sincerely apologize for falling short in this instance. We understand the frustration and inconvenience this has caused you. We take your feedback seriously and will immediately investigate the discrepancies in the vehicle's description and the effectiveness of our Optimo service. Our goal is to provide transparent and reliable information to all our customers, and we regret that we failed to do so in your case. If there's anything we can do to address your concerns or make this right for you, please don't hesitate to reach out to our customer support team. We value your business and are committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, we will work our best to find satisfactory solution for you! Best regards, Your OPENLANE Team
Reply from A. A.
Customer support was informed, they simply replied that there is nothing to be done… Again, you are sending a polite message but no follow up and no action to solve the problem..
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A. A.
6 Feb 2024
Verified reviewWorking with adesa.eu for a long time and i recommend then 100%.
Reply from Openlane.co.uk
Dear Cristina, Thank you very much for giving 5 stars to your experience with us. We are very happy to know that you had a positive experience. Your satisfaction is of utmost importance to us, and we are grateful to receive your positive feedback. If there is anything else we can help with or improve, please don't hesitate to contact us. We thank you for your trust and for the opportunity to serve you. We hope to continue providing you with quality service in your future interactions with us. Best regards, Your OPENLANE team
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A. A.
6 Feb 2024
Verified reviewThe support is not working as expected, more precisely they do not reply to emails.
Reply from Openlane.co.uk
Dear customer, Thank you for sharing your feedback with us. We apologize for the inconvenience you've experienced with our support system and the lack of timely responses to your emails. Providing prompt and effective support is a top priority for us, and we regret that we fell short of your expectations in this instance. We are actively reviewing our support processes to ensure that all customer inquiries are addressed in a timely manner. Your feedback helps us identify areas for improvement, and we are committed to implementing measures to enhance our support services. If you have any outstanding issues or concerns that require immediate attention, please don't hesitate to contact us directly. We are here to assist you and ensure that your needs are met to your satisfaction. Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to improve our support services. Best regards, Your OPENLANE Team
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A. A.
3 Feb 2024
Verified reviewSite doesn t work properly. High prices for cars.
Reply from Openlane.co.uk
Dear Manea, We're deeply sorry to hear about your frustrating experience with our website and the pricing of our cars. Your feedback is incredibly valuable to us, and we take your concerns seriously. We strive to provide a seamless and user-friendly experience on our website, and we're disappointed to hear that it didn't meet your expectations. We're continuously working to improve our platform's functionality and user interface to ensure a better experience for all our customers. Regarding the pricing of listed cars, we understand that it's important to offer competitive and fair prices. We regularly review and adjust our rates to reflect market conditions. However, in the auction environment, we are not the ones who determine the price, and while bidding, you can adjust your bid according to your preference. It is up to the seller to decide what car price he agrees on. We appreciate you bringing these issues to our attention, and we're committed to addressing them promptly. We would like to hear more details of the issues you faced by using our website that we can inspect and work on. If you have any specific suggestions or further feedback, please don't hesitate to reach out to our customer support team. Thank you for your understanding and for taking the time to share your experience with us. Best regards, Your OPENLANE
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A. A.
3 Feb 2024
Verified reviewTop-top-top-top!!!
Reply from Openlane.co.uk
Dear, Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you had a great experience, and your 5-star review means a lot to our team. Customer satisfaction is our top priority, and we are delighted that we could meet your expectations. If you have any further feedback or if there's anything else we can assist you with, please feel free to reach out. We truly appreciate your support and look forward to serving you again in the future. Best regards, Your OPENLANE Team
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A. A.
3 Feb 2024
Verified reviewEverything went smoothly.
Reply from Openlane.co.uk
Dear Robert, Thank you so much for taking the time to share your positive experience with us! We are thrilled to hear that you had a great experience, and your 5-star review means a lot to our team. Customer satisfaction is our top priority, and we are delighted that we could meet your expectations. If you have any further feedback or if there's anything else we can assist you with, please feel free to reach out. We truly appreciate your support and look forward to serving you again in the future. Best regards,| Your OPENLANE Team
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A. A.
27 Jan 2024
Verified reviewThe delivery schedule is a little bit later than expectation. The drive-side mirror is malfunctioned which had not checked and mentioned in the car damage report or optimal check report.
Reply from Openlane.co.uk
Dear Customer, We apologize for the delay in the delivery schedule and the malfunctioning driver-side mirror, which was not identified in our inspection reports. We are reviewing our processes to ensure thorough checks before delivery. Please contact us if you need assistance with the mirror issue. Thank you for your feedback. Best regards, Your OPENLANE Team
Reply from A. A.
Dear Sir, We have tried to make a complaint or claim to your company but we cannot fulfil your requirement of 7-days limit document submission. it is because we needed to wait for 2-3 weeks of vehicle legalization in Portugal. After that we can drive the car with insurance cover out for inspection and provide related proof report to your company. For this reason, we cannot drive out the car for special checking and make the report to you within 7 days. In this case, your company refused my complaint and claim. We have just got the license plate today and drive out the car for checking and just take a video to support out claim about the malfunction of driver-side mirror. We are so disappointed with your company inspection teams which had not checked and mentioned the said problem in your damage report before, and finally the customer needed to suffer for the repair cost!! This leading your service before average standard as we paid for your optimal inspection and it should have additional inspection in Hub of Setubal in Portugal, but all of them did not check and find this simple and visual problem, it's really terrible.
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A. A.
27 Jan 2024
Verified reviewStaff is friendly, i got good description of the car. It was delivered within the interval it was specified (however the status is not updated on site and until I contacted them i had no clue where my car was after 2 weeks of waiting- because you must pay upfront). When I received the car, it had everyting except the tire repair compressor was missing. I contacted openlane and they told me the cars travel unlocked and they are unable to say where the kit was lost - i find this very bad because in the same manner spare tires could be stolen, infotainment and in theory any other thing inside the car. As well they said they can't take responsibility for that (which is also unacceptable since they are the ones that arrange everything, they should be insured and take responsibility when something is missing). I am hesitating to use this service in the future - it is a matter of principle here and a matter of risk with another acquisition that can have lot more missing - in other words they have a lot to do regarding security of the vehicles that you pay upfront.
Reply from Openlane.co.uk
Dear Octavian, Thank you for sharing your experience with us. We're pleased to hear that you found our staff friendly and that you received a good description of the car you purchased. However, we sincerely apologize for the inconvenience you experienced regarding the missing tire repair compressor and the lack of clarity regarding your car's location during the delivery process. Ensuring the security and completeness of the vehicles we deliver is of paramount importance to us, and we regret that we did not meet your expectations in this regard. We understand your concerns regarding missing items and the need for improved transparency and accountability in our delivery process. We are actively reviewing our procedures to enhance the security measures for all vehicles in transit and improve communication with our customers during the delivery process. Your feedback serves as a valuable reminder of the areas where we need to focus our efforts to provide a better experience for our customers. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to us directly. We value your business and hope to have the opportunity to restore your confidence in our services in the future. Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to address these issues. Best regards, Your OPENLANE Team
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