a) Inspection of the car being traded in
The chap who delivered the Fiesta and collected my Mazda2 spent a while - 10 or 20 minutes? - looking around the car, driving it off the drive to the side of the road, and checking 'stuff'. To be honest I just left him to it - didn't pay too much attention to what he was doing. I'd classed it as what I felt was a conservative 'Pretty good overall', so wasn't worried. But I think they do more checks when it gets back to wherever they take them.
I know Cazoo want more detail about part-exchanges - you have to list scratches/dents/etc., which might mean you get a better price if there aren't any, but is a pain if there are.
b) inspection of the car being bought.
That's up to you. When I went over to the Fiesta and spotted the obvious (unexpected) bonnet chip, I pointed it out to the delivery chap. He just said something about wear and tear, and pointed out that you can return it for any reason if you aren't happy. You can drive it around a bit, with a limit of 250 miles (I think) before they won't take it back. They list the various other conditions on their website - best not to crash it - which don't sound unreasonable.
Procedure for reporting problems with the new car
That can be a bit of a pain - their phone lines tend to be busy, so you will probably have to be on hold for a while. They do have online chats as well, which can be quicker, but response times depend on how many other people the agent is handling at the same time.
There is email as well - I used that for a few initial problems I had with the Mazda from Cazoo, and from what I remember the response time wasn't too bad. Cazoo do have 'dealerships', where you collect your car from if you don't want to pay their delivery fee, and take it for servicing. Not sure whether you can go there to complain in person.
and whether your old car is returned to you if you decide to reject the new car.
Nope.
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