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| - Heading in to Carmax planning to spend about $20,000, I expected fabulous customer service. I've been disappointed. While our salesperson was very friendly and eager to please, she was rather uninformed. She was very young, and I 100% support her and wish for her success, but it seems that Carmax has sent her out onto the sales floor under-informed and has not set her up for success. Our salesperson not only couldn't answer several basic questions about the vehicle we were purchasing, but throughout the purchasing process, she had to get up maybe 5 times to ask another person questions about the buying process. In addition, there was marker on the back seat of the SUV that we purchased, which is ok because it's a used vehicle. Our salesperson promised that she would get the marker out of the leather when it when to get washed before we took it home. When we were filling out the final paperwork with someone else, she remembered and went to make sure that the marker was cleaned out of the leather. The marked could not be removed with the products they had. She promised that they would order new product that would remove the marker, and that someone from the service department would call me the next day and set up an appointment to get it taken care of. No problem. But then nobody called me the next day (Friday). Tuesday rolls around and still no call. I called Carmax to try to get ahold of our salesperson. When the representative answered the phone I asked "Is ______ in today?". They told me "Yes, she's here. Do you have her cell?" Then proceeded to give me her cell phone number instead of getting her on the phone. So I call her cell. She first asked if the car was under my husband's name, which it is not - it's only under my name. Then she said that she was sure they had called me but would check to make sure. Then asked me to text her my name and what car I bought. I texted her and she assured me "they will be giving you a call sometime today"........No call again. Seven days later I had a missed call, and googled the phone number and it showed up as Carmax, but there was no voicemail left. Four more days and the same thing happens. I talked to my husband and expressed my frustration with Carmax and I will never recommend this place or purchase from Carmax again and he says "Oh, they called me." His name is nowhere on the car. It's only my name. So I'm confused why they would call HIM instead of me, the car owner. My husband now has an appointment to get the car seats cleaned, but I still haven't had contact with someone from Carmax via phone or email about when my car is getting cleaned, or when I'm getting my registration information. I'm completely frustrated with Carmax and their customer service, including the sexism, ageism, and unprofessionalism that I've experienced while shopping with them. If we hadn't wanted the car, which we had shipped from another state, I would have definitely left before we bought it. In the past, I've had a wonderful car buying experience from another company, just down the street from Carmax, and I still can't shake the salesperson that keeps checking in on myself and my vehicle - which I appreciate. I can't recommend Carmax to other car buyers, but I will recommend Carmax to train your employees not only in car knowledge, but also in professionalism.
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