Published 9 years ago

Over Promise - Under Deliver

In late October I signed an agreement to purchase a Lexus CT200H. Upon signing I was informed that I should receive the vehicle before the end of November. Fast forward to mid-December and I reached out to Lexus to understand status of the delivery date only to be informed that it remains in production and could take 6-8 weeks before delivery. I was given the option to purchase a "test" car in stock (250 km), same colour with additional features, at a discounted rate, but much higher than the base car I requested. The other option I was provided is to shoulder half of the shipping cost of a matching vehicle located in Vancouver. I find it difficult to understand, in this day of predictive inventory management systems that the 2-3 month delivery timeframe wasn't known upfront and communicated to me. Lexus prides itself on customer satisfaction and my experience to date has been one of frustration. All requests for updates on delivery status have been made by me. If there is going to be a delay I would expect Lexus to proactively contact me to inform me of the situation. I also don't believe that I should shoulder half of the cost of shipping the matching vehicle located in Vancouver when the committed delivery date has not been met. I plan to talk directly to the manager to see if there's a fair and reasonable resolution to this issue. I will provide a follow-up to this review when there's an outcome, and hopefully, a resolution to this. This is a case of over-promising and under-delivering, not a good start to my experience with Lexus.

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