I had an extremely upsetting experience with Carvana, both in terms of their policies and how their customer service treated me. I began a purchase for a 2021 Land Rover Range Rover Velar through Carvana. On March 19, 2026, I received an email from Carvana that my order had been approved. Later that same day, before midnight, I decided I no longer wanted the vehicle and canceled the purchase. I then received another email from Carvana confirming that "Your vehicle purchase was canceled on March 19 at 11:58 p.m. EDT" and that my refund was being reviewed and processed. In other words, I canceled the same day I was approved, well within roughly 24 hours, and long before the car was ever shipped or in transit. The issue is a 690‑dollar "nonrefundable" shipping fee. The day before, on March 18, 2026 at 5:46 p.m. EDT, Carvana emailed me saying they had "initiated your nonrefundable payment of $690.00" to cover shipping and labeled it a "Nonrefundable shipping charge" to my Citibank account. In a small note at the bottom of that email, they added that if I canceled my order by March 19, 2026 at 5:46 p.m. EDT, they would refund the shipping fee. While I did not cancel by that exact timestamp, I did cancel later on March 19--within about 24 hours of approval--and before any shipping actually began or any transport service was provided. Despite the fact that my order was approved and canceled the same day and the vehicle never moved an inch, Carvana refused to refund the 690‑dollar shipping fee. When I contacted support via chat and spoke with an advocate named Amanda, I explained that the car was never shipped, that my purchase and cancellation happened within roughly 24 hours, and that I had emails confirming both approval and cancellation on March 19. Instead of looking at the situation reasonably, Amanda repeatedly hid behind the "nonrefundable" label and the technical 5:46 p.m. cutoff, showed no flexibility, and showed no understanding that they were keeping hundreds of dollars for a service that was never actually rendered. She thanked me for my "patience" while essentially refusing to help. In my view, this is exactly how a policy becomes predatory: Carvana takes a large "nonrefundable" shipping fee up front, then keeps it even when a customer cancels quickly, the car is never shipped, and the company has not actually provided the service that fee is supposed to cover. It may be technically within their fine print, but it feels like they are profiting from customers' cancellations rather than acting in good faith. I will never buy a car from Carvana again, and I strongly encourage others to think very carefully before paying any shipping fee or relying on their customer service to treat you fairly. read more

Terrible experience from start to finish. Very nice customer service team with minimal visibility into what's actually going on with your vehicle and zero ability to fix problems. My delivery was cancelled last minute 3 times. Their "150 point" safety inspection missed a nail in the tire and I was assured the tire would be replaced only to find they patched the tire. The delivery guy sat in my driveway honking rather than coming to my door. The delivery boy knew nothing about the vehicle nor did he know anything about repairs etc.. Great idea for a business, terrible execution. read more

Everything!! They rescheduled my delivery 6 times with no reason, then they said; they were canceling my delivery due to the fact that they said they couldn't find a car. I said excuse me you can't find the car. I said I just saw it at Firestone getting inspected. They said no we don't know where it is so we're gonna have to cancel the deal I said are you guys kidding me if the six weeks would never use them again then my son told me yeah the big on doing that???? read more

I have a 2004 Volvo S 60. I just replaced a stretch timing belt water pump for tires brakes. It's almost a new car. I have 135K on it. What a joke these morons offered me $100 for it I'd rather drive it to a junkyard and get 500 don't use them. They're a rip off read more

Buyer beware - they do not do a good job inspecting their cars. ONE DAY after receiving the bmw the check engine AND drive train warning light came on. Make sure you get any carvana cars checked out by a dealer before the 7 days are up. 4 bad tires, broken arm on the suspension and a blown turbo. Silverrock warranty will cover the repair if the suspension and the turbo but not the tires. Not pleased. read more

This is a terrible company to deal with. They claim they do an extensive check of the car yet they delivered the car without a SIM card. Without the SIM card the car would fail many of the things they claim they do check. The car said no accidents on the car fax I had a friend at a car dealership and he ran a car fax and his report showed the car was in an accident. I paid them 52k for this car. I returned this car. My daughter purchased a car from Carvana She shouldn't have accepted the car either but she loved her choice. She bought a Volkswagen Jetta. The car had 17,000 plus miles on it. The car fell apart at 18,000 miles. This car had a clean car fax too. The mechanic told me that the car was in a serious accident. The frame was bent. I wouldn't recommend this company to my worse enemy read more

On April 4 I was supposed to trade in my vehicle for a newer one I missed the appointment they rescheduled the appointment without telling me the jackass that work their Jefferson akly at carvana in garden city messed up my paperwork and put through registration even though I didn't pick up the vehicle at all. on top of that I have lapse of insurance bc those transfer of plates are on my current vehicle and I never trade in my car. The car I never picked up is registed to me and I receive a title a month later for this car I never receive. The guy is jack ass he sent me a paperwork for someone else he's names is Jefferson akly number is 917-239-7969 and he's person messing up people paperwork at carvana and he don't care. read more

Very dissatisfied! This is the 2nd time I have tried to work with Carvana online and the 2nd time they did not honor their offer. Very shady. I would not recommend them if you are selling a decent vehicle.... They will low ball you and not even give market value. They get you hooked with a nice offer then after everything submitted come back and say yay your approved and slide in a different dollar amount as if that was the original offer!!! What a waste of my time! read more

Absolute worst Customer Service and completely unreliable. They had a delay with transporting my first order and they rescheduled my delivery date on their own accord which resulted in me cancelling that order and purchasing a different vehicle. Now they have changed the available delivery date multiple times in a matter of minutes and offer no customer service outside of automated messages. If I could rate 0 stars, I would read more

Wonderful delivery service. She was on time, knowledgeable, and friendly! I will never go back to the dealership! I am so happy!