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'I Feel So Disregarded:' Woman Drives 4 Hours to Sacramento for Carvana Vehicle Pick Up. Then They Cancel Her Appointment
"Yeah, that's a sign to not get the car."
Photo by: AdobeStock
Stacy Fernandez 
By: Stacy Fernandez
Aug 12, 2025 at 1:00pm ET
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If you’re thinking about buying a car from Carvana, beware that it might not go as smoothly as the website makes it seem.
One buyer, who spent weeks researching her perfect car, said her experience turned into a nightmare of delays, excuses, and radio silence. Here’s how it all went down.
Carvana Customer Shares PSA
In a trending video, content creator Emma (@emestrellaa) explained that she’d had her eye on a car from Carvana for over a month.
She meticulously scoured numerous listings until she found a ride that checked all her boxes.
“I even financed it through my local credit union because Carvana’s financing rates? Insane APRs,” Emma said.
Delivery was already complicated since Carvana didn’t drop off in her rural area, but she was able to arrange for drop-off at her best friend’s house, which was within Carvana’s delivery zone (and Carvana approved using that address).
The delivery was supposed to happen on Sunday, but Saturday evening—13 hours before delivery—she was given a message.
“Sorry, we have to delay your delivery. No reason given,” Emma said, shocked.
“This makes zero sense. On Friday, it was all good to go, and suddenly, it’s ‘paperwork problems’? That’s the excuse they gave me,” she added.
But the “paperwork problems” didn’t come with any clarity or solutions. She called, used the virtual chat, emailed, but nothing or no one actually helped.
“Chat reps just gave me a link and hung up,” Emma said. “No one wanted to actually talk or take responsibility. It felt disrespectful, like I was just a problem to be bounced around.”
More on Carvana
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Carvana's Massive Success Is a 'Mirage:' Report
After persistent pushback, Carvana offered a $150 voucher—but only if she bought the car and kept it for seven days. Emma was skeptical but accepted, hoping the rescheduled delivery would stick.
It didn’t.
Less than 12 hours before the new appointment, Carvana told her a mechanical problem was discovered during the “final inspection” and her delivery was pushed back nearly three weeks.
“Are you kidding me?” Emma said.
“One minute they’re telling me everything’s set, the next it’s a three-week delay because of a mechanical issue they just found? Where was that inspection before?” she continued.
Emma suspects something went wrong during the first attempted delivery—maybe an accident or damage.
“If they’d just been honest, ‘Hey, we had a problem with the car during transport,’ I’d be way less mad. But this back and forth, no accountability? That’s what’s killing me,” she said.
The whole ordeal has cost Emma countless hours, extra gas money for long drives to pick up the car, and plenty of frustration.
“This isn’t just an inconvenience,” she said. “It’s disrespectful to customers who trust them.”
The Saga Continues
After all the delays and frustration, Emma says she got a call from Carvana offering a $250 discount on a future purchase, only if she decides to stay with the company. (Though why would she want to at this point?)
On top of that, Emma had to cancel the loan she arranged through her credit union because of the delays, and she said she’s now responsible for paying interest on a loan she never used.
When she asked Carvana’s customer service about reimbursing those costs, they made it clear they aren’t responsible for any expenses customers might incur.
“They basically told me they can reschedule or cancel my order whenever they want, but I have to follow through, and they aren’t liable for anything,” she said.
Between extra travel, loan complications, and poor communication, Emma’s experience highlights ongoing issues with Carvana’s customer service.
She’s also heard from others who’ve faced similar problems, making it clear that her experience is not unique.
As Emma puts it, “I don’t understand how Carvana has stayed in business with service like this.”
Carvana Complaints
Emma’s experience isn't isolated. Motor1 previously reported on another customer whose Lexus, which she bought from Carvana, seemingly didn’t exist.
Carvana has faced multiple regulatory challenges and consumer complaints. In 2021, Raleigh, North Carolina, suspended Carvana’s license due to delays in title transfers and improper temporary registrations.
Plus, a January settlement in Connecticut allocated $1.5 million to consumers affected by issues like delayed titles and deceptive vehicle descriptions.
Commenters React
“Selling to carvana is great, buying from them, absolutely not,” a top comment read.
“Yeah, that's a sign to not get the car,” a person said.
“We ordered a car from them and it literally never shipped,” another shared.
What do you think?
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Comments
“[Expletive] u caravana ! A working mom should not have to go thru this !” a commenter exclaimed.
Motor1 reached out to Emma for comment via email and Instagram direct message and to Carvana via email.
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