Volkswagen Polo 2024 - 1.0 TSI R-Line 5dr DSG

On 06-08-2025, I was informed that my car would require six days of preparation before collection—a delay I accepted as reasonable, though the vehicle was urgently needed. However, when I arrived to collect the car, I discovered a prominent line running vertically across the front windscreen. The staff member attempted to “buff out” the issue, resulting in a further 40-minute delay and ultimately a request for a second visit without resolution. Upon returning, I was told that the windscreen required replacement. This raises serious concerns: What occurred during the six days of “preparation” if such a significant fault was not identified until the moment of collection? Why was the attempt to address the issue via buffing considered acceptable, rather than a proper replacement at the first visit? This sequence has caused considerable inconvenience and frustration. I kindly request the following: A detailed explanation of the "preparation" work conducted during the six-day wait, and confirmation whether this windscreen issue was known or overlooked during that period?

My experience with OVW was indifferent. In some instances the service was great and in others, what I would consider really poor. When declaring interest in the car Georgia was very helpful and answered a lot of questions and shared information. However, after placing the deposit, things went south. I went to a dealership having purchased cars private all my life and can honestly say, it is the last time I will do it again given the hassle and conditions I experienced. Firstly I got sent the wrong deposit amount, then upon booking a day from work to collect the car, it got damaged in the workshop so had to cancel, went the next day and I didn’t take my driving license so they wouldn’t let me take it which is my fault however, the customer service from the manager on the day (Harry, I believe) was appalling - in a phone call he kept telling me he wasn’t willing to lose his job for me and when I went to visit the showroom (after traveling 1.5hrs), he wouldn’t even leave his glass fronted office while he could see me standing there. The decent thing would have been to come out and talk to me about it but he left it to the sales exec. Funny thing is, they eventually let my wife collect it without me being there so I fail to see why they couldn’t accept photo copy/facetime of my driving license on the saturday. In fairness and on the same day, OVW then offered to deliver the car the next working week so I was willing to leave it at that. I then get a an email (no phone call) on the Monday to tell me it wouldn’t be delivered for 14 days at the earliest. In short, I had to foot the bill for another trip there to get it. The car itself is as described and at current there are no issues however, it would appear to me that this dealership is lacking in customer service and it was later made apparent that there were a number of people interested in the car hence me being offered a refund on two occasions as they had another customer waiting. I didn’t want to write this and don’t normally take the time to write negative reviews but when you are spending a lot of money, I expect a certain level of customer service, especially from a leading dealership like VW - maybe I am wrong.