Vroom Review: How It Works, Pros and Cons

That 2.1 satisfaction score from Vroom - even as bare-bottom as it is - is still too darn high.

I bought what was advertised as a slightly used 2019 BMW 7 Series with 11,000 miles. It arrived completely damaged. There is absolutely NO CUSTOMER SERVICE whatsoever with Vroom so I've spent my time and effort canceling the deal. Next step is to determine was it false advertising or damaged in transit - though Vroom keeps dodging this question. We'll let the state attorney general take it from here.

Stay away. There are plenty of much more service-oriented and trustworthy places to get a luxury vehicle.

Bottom Line: No, I would not recommend this to a friend

This is one of the worst experiences I have had purchasing a car. I made the payment for the car on April 11th. The delivery team, as they call it, got the money on April 13th. Grant it, there is a disclaimer that 10-14 days to deliver the car. I got an email saying the car was going to be delivered on April 25th. Then things took a wrong turn, on April 24th, I got an email saying how was my delivery? So I called Vroom, the salesperson said it was an error email. Then when she checked, she said the car's new estimated date of delivery is going to be May 2nd due to the pandemic. I said I understand due to all that's going on.

On April 28th, I received an email again asking how likely would I recommend Vroom to others. I called up, and again I was told that the survey email was an error. At that point, flags went up. I asked the salesperson what exactly was going on. The response was she had no idea. She said she was going to do all she can, she read the notes and said the car was estimated to be delivered on May 14th. They are trying to get in contact with the driver and logistics team. Only to find out the car was not scheduled for pickup by the driver until May 6th. Be mindful, the car note which is my credit is due May 5th.

All in all, May 6th came and I had to fight tooth and nail to get a response that the car was picked up on that day and that the delivery date still remains May 14th. I escalated the matter to a manager, who stated the car will be delivered on May 12 according to the driver. Low and behold, on May 12th, I called since no one or the driver called me for delivery. I got heartbreaking news, the car's new estimated date of delivery is now May 15th. As we speak, I have yet to get a definite answer on the whereabouts of the car. A supervisor called me on May 12th and stated the delivery date is still May 14th, however, in an email he wrote the estimated date of delivery is May 15th.

Other employees worked with: Supervisor Kyle.

Bottom Line: No, I would not recommend this to a friend

After spending months online doing research to find the right vehicle, I stumbled across "THE ONE" on Vroom. I didn't want anyone else taking my car so I called right away. My husband and I had a wonderful and flawless experience with a lady named Charese Anthony, who was friendly and very professional. I couldn't have asked for better customer service! I had never shopped online for a vehicle so I was definitely nervous about the whole process. Charese completely went above and beyond to make sure my nervousness was for nothing. My car arrived a week earlier than I expected and it looked EXACTLY as it did in the picture! Don't shop online for a car from anyone else because VROOM is a 5 STAR experience from start to finish! You won't regret it!

Bottom Line: Yes, I would recommend this to a friend

So yes, ordering online is convenient and easy, sure. Vroom's price is pretty reasonable for not being able to negotiate the cost of vehicles. Truly though, I would NOT use them again. The big issues are major ones in my book, and would deter me from using their services again.

First off, the delivery window is 1-3 days' span it seems, either your car can show a day early, day of, or day late without being able to talk input on what days work best for you and YOUR schedule as the purchaser. Mine was a day late, missing 3 days of work for a car I was unable to negotiate on, and without any kickback for their lateness really was terrible.

The second and nail in the coffin with me and Vroom's future business was the title and registration of my new vehicle to the state I reside in. Waiting for my vehicle plates patiently, I gave up and contacted Vroom 9 days before my temporary plates expired. 3-4 days later I was sent a generic follow-up email like they send you for each step of the process up to delivery, letting me know that the paperwork was submitted to my state licensing department and that my plates should be here within 7-9 days, or at least that's processing time. It is now the day my temp plates expire and they have nothing other then a "I'm very sorry sir" to bring to the table while I have a new vehicle that I cannot drive for the foreseeable future all because MY paperwork slipped through the cracks in their system. No kickback, no partial prorated refund, no extra step for you. You might as well bought a car at Walmart for as much customer service is helpful with follow up.

I would NOT recommend them due to their failures to provide an even half flawless and complete transaction.

Bottom Line: No, I would not recommend this to a friend

I did tons of research and when I was ready to pull the trigger on this car the world turned upside down. Luckily I found Vroom. They helped me find the best car and I love it. Also, my sales consultant was awesome! A real professional!

Bottom Line: Yes, I would recommend this to a friend

Vroom tried to sell me a 2018 Toyota Tundra that had damage to the driver's side door. Vroom went so far as to have the vehicle door repaired (if you can call it that). However, when the decal on the driver's door fell off a week after I received the vehicle, I had the door inspected by a body shop who showed me the door had significant amounts of bondo, but the door was still not quite square. When I approached Vroom concerning the damaged door, I had to get the Attorney General of the State of Texas involved before they would agree to even pay to have the door repaired. But after further thought, I decided to return the vehicle for three reasons:

1. They committed fraud.

2. The vehicle was not worth the purchase price.

3. The resale value is not the same.

And even after all that, I am having trouble because Vroom is trying to get me to pay for the return shipping. They said, "We offered to repair the vehicle." What a crock! PLEASE DO YOURSELF A FAVOR AND DO NOT BUY FROM THESE CROOKS! If they will do this to a 73-year-old disabled Vietnam Vet, they will do it to anyone.

Bottom Line: No, I would not recommend this to a friend

I purchased a 2019 BMW 5-Series. It was delivered on a Wednesday evening. The driver called that day to say he was almost here providing a 4-hour notice. Took the vehicle and inspected it. The car had small sticky yellow dots all over it. Was pollen or tree sap. Upon washing the car I noticed a dimple on the hood along with a crease under the paint. Also noticed the gaps between both quarter panels and the hood were not the same. Took it to a mechanic and they found paint on a molding piece on the front end and said the car had been wrecked. Vroom had advertised a clean Carfax for the car and sold me a car?

BEWARE OF THIS DEALERSHIP AND HAVE YOUR MECHANIC INSPECT THE VEHICLE THOROUGHLY!

Please note, as a consumer, yes, you can take legal action for VROOM’s deceptive sale and failing to disclose the condition of the vehicle during the transaction. Please note, BUYERS can also file a formal complaint with their state consumer protection agency and Federal Trade Commission in addition with the BBB for deceptive and negligence practices!

Bottom Line: No, I would not recommend this to a friend

We received our new vehicle last week and it was just as we expected! Our sales agent was Errol and he was super helpful. The delivery took only 4 days, unbelievable! We immediately took the vehicle for mechanical inspection and no issues to report except for a bulb in one of tires, we contacted Vroom, provided the inspection report and cost, and they immediately took care of it! We are amazed by Vroom and we are very happy with the price and condition of the vehicle, this is the way we will continue to buy our next vehicles! No haggle! Great customer service!

Bottom Line: Yes, I would recommend this to a friend

Pros: 7 days return policy.

Cons: Just cross your fingers that the car arrives in the condition expected, otherwise you will get nowhere with customer support.

Mine came with scratches all over and it's been two weeks and they still have not resolved the issue.

Bottom Line: No, I would not recommend this to a friend

I purchased a BMW. It was delivered on a Friday evening close to dark. The driver called that day to say he was almost here providing a 3-hour notice. Took the vehicle home and looked at it the next day. The car had small sticky yellow dots all over it. Was pollen or tree sap. The storage compartment in the trunk had debris and the car had quite a bit of dog hair inside. Upon washing the car I noticed a dimple on the hood along with a crease under the paint. Also noticed the gaps between both quarter panels and the hood were not the same. Took it to a mechanic and they found paint on a molding piece on the front end and said the car had been wrecked. Vroom had a clean Carfax for the car and sold me a car at full market value. Vroom refused to give me some cash back to make it right. I have filed a fraud report!

Bottom Line: No, I would not recommend this to a friend

What a great first experience with online car buying! It was easy to tell their inventory is carefully selected to only include high-quality vehicles. I loved how much information was available, including pictures and specs. Once we moved forward with the purchase we received all of our documents literally overnight and were contacted regularly with updates. We were thrilled when the car arrived much sooner than expected! We are so happy with our purchase and the car has turned out to be better than expected.

Bottom Line: Yes, I would recommend this to a friend