Stockport Car Supermarket, Stockport, Cheshire Review

My partner and I purchased a car just a little over a week ago. The car we purchased was for family use as we have 2 small children age 5 and 3. We took it for a short test drive and all seemed fine. The only things we had noticed is that there was a message on the screen stating that the service was 69 days overdue we was told they would get it serviced for us, and the back window wiper was missing but we was assured that this would be sent to us in the post. The day after we drove it home I'd been driving it with my children in. when my partner got home he was dropping me and the kids off at their dance lessons and said he could hear a grinding noise (I'm hard of hearing so had not noticed this) upon inspection we was not happy understandably, to see that the break pads where worn right down. We rang the dealership who stated that they would order in new break pads and discs and for us and to take it in on the Sunday for them to replace them. The salesman we spoke to stated "he is shocked as they give their cars a full thorough check over before selling." My partner took it in on the Sunday where they then realised they had "ordered the wrong size pads and discs." On the way home that night the engine management light came on. We rang the dealership again and we was told to get someone locally to look at it and order the break pads and discs also to get them fitted locally they would pay. My partner got the parts ordered and booked the car in to get them fitted and the engine management sorted. my partner after doing a few other checks noticed the break fluid was near empty, filters hadn't been touched etc so the service they "had done" was not fully completed. When challenged about this they admitted that they only did an oil change. We was obviously not happy about the service we'd received and the things that should of been done simply where not. When u buy from a dealership u expect the car to be fit for purpose and in satisfactory condition otherwise u simply would not buy a family car that needed money spending on it to fix issues immediately after purchase. My part was told that the manager was in that day and to go down to sort things out. When he arrived they told him the manager had nipped out to Manchester for something to eat and he'd need to go back in an hour. My partner had left work to sort the problem out and had made another 1hr journey. the salesman that had spoke to him on the phone (with a very big attitude may I add) was once again very rude, arrogant and smug told my partner when he complained about the whole situation that they would not be paying for the parts or the engine lights to get done locally to us (bare in mind we'd already booked this in and got the parts on their instructions) and when my partner asked for them to put some petrol in the car to compensate for the travel he refused laughed and stated tell u what I'll do that n u pay for the car fixed yourself. After a bit of disagreement with said salesman my partner went to wait for the manager, so he spent this hour having to sit around the corner waiting. When he returned the manager was also very rude with an attitude stating that they would not pay for the car to be fixed elsewhere as they can get the pads and discs fitted cheaper themselves (we hadn't even give them a price from the garage we'd book in with) and that they would not pay for us to get the engine light test sorted as they can get it done free. At this point my partner was getting very frustrated due to their attitudes towards him (it's all been recorded on his phone) the run around they was giving us and I did not want them touching the car due to the poor checks and half jobs they had already done I have to drive around in that with my children I want a thorough job doing In the end after getting know where with them my partner asked to return the car and receive a full refund so we could purchase a car else where at a dealership with a better customer service and cars that have had a thorough check before selling them on. They refused point blank stating "we will not take the car back and won't return your money" even though as my partner told them, it's within our rights under the customer rights act 2015 where it clearly states " that you are within your rights to reject something faulty, and that you are entitled to a full refund within 30days" the managers reply was "we do not operate under that as people could just use the car for 29days and return it as they no longer want the car". Since when can they make up their own rules and laws and who the heck would go through the hassle or purchase a car, trading in their old.one.to then return the new one for no valid reason in 29 days and be left with no car? They wasn't apologetic whatsoever, didn't care that the car could of caused an accident with 2 young children aboard. They say on their website "we pride ourselves on our high customer service" I'm sorry I work in that department and I would never treat any customer like that. From our experience and reviews that I wish we'd of read prior to purchasing the car, the customer service is absolutely appalling. Several review websites have very low ratings, 1 & 2 stars for this dealership with most stating they'd been sold a faulty car only a small minority of the large faulty car sales had been rectified. A lot said they refused to fix, take responsibility or take the car back and give a refund. In the end due to my partner sticking to his guns they rang the owner of the company who instructed them to do what we was asking and needed to be done to fix the car as they don't want any hassle." This tells me they are obviously dealing with a few complaints. Their attitude towards my partner then changed and they gave him a courtesy car whilst they Kept the car we'd purchased 8 days ago, to take into Mercedes tomorrow (which is where my partner insisted it get done as the dealership is unreliable and untrustworthy) we have the promise of a full tank of fuel when we collect the car. we will see if this happens when we collect it and if the problem has been rectified.
It's ridiculous that the 'big man' has had to get involved and we've had to fight tooth and nail to get the issue we have not caused resolved. I will definitely NOT be returning nor recommending this dealership for future car purchase and I will be making a formal complaint. I will also be reporting these as not just the quality of customer service that's atrocious but also the fact that they are selling faulty cars that could cause a serious accident and this needs to be prevented. I'd hate to think what would of happened if my partner who works away had gone away 2 week earlier as the breaks would not of been noticed until his return. This could of caused a serious accident with my children in the car. Good Customer service is the heart of any successful business, treating customers fairly and selling fit for purpose and beneficial to the customer products. We received none of this what so ever and by the sounds of it neither have a lot of other customers that have been here. How they have winged their way through day to day business life and stayed open is beyond me. It's ridiculous that it's took a week of us pestering to get this resolved with something so dangerous.