The BBC Watchdog on the One Show has reported that some of its viewers have had cars delivered by Cazoo with issues, causing them to return cars for repairs.
In response to the show, which aired last night (April 7, 2022), Cazoo said: “We are sorry that the three customers featured on the BBC One Show did not have an experience that lived up to their expectations. We regret this, but we have done everything we can to quickly address these isolated issues and ensure that they are not forgotten financially. We have sold over 60,000 cars in the past two years and with 95% of customers rating our service as ‘Excellent’ or ‘Excellent’ on the independent review website, Trustpilot, we believe the way we dealing with issues is what sets our service apart.”
The show aired the same day Cazoo announced revenue of £668m for the financial year ending December 31, 2021, up 312% year-on-year and ahead of guidance given with results from the third quarter of 2021.
It saw vehicles sold up 233% to 49,853.
In 2022, the company expects to sell over 100,000 retail units and generate revenues in excess of £2 billion, representing annual growth of around 200%.
Alex Chesterman OBE, Founder and CEO of Cazoo, said: “I am incredibly proud of what the Cazoo team has achieved since launch and particularly over the past 12 months. Our strong growth, rapid market expansion and feedback from market-leading consumers gives us growing confidence in our strategy and our ability to achieve our market share and profitability ambitions.
“In 2021, we made significant strategic progress, creating a new moat around our business. In the UK, we brought the reconditioning of our vehicles in-house well ahead of schedule, a difficult process but with significant long-term benefits. We also successfully launched our car buying channel, now purchasing a substantial portion of our vehicles directly from consumers.