A man went viral on TikTok after sharing his unusual experience buying a car from Carvana, the online platform for purchasing and selling used vehicles.

In a throwback post, TikTok user @getright_garage recounted rejecting a blue Chevrolet SS Sedan he’d ordered. When the car arrived, he noticed something strange: Beneath what he said was a poorly applied wrap, the paint wasn’t blue at all. It was black.

“Yeah, dude, I gotta reject it,” he said in the clip. As he peeled away the wrap, viewers could clearly see the darker color underneath.

“Sending it back. They sent a black car,” he wrote in the text overlay, adding, “Carvana be like.”

As of this writing, the video had been viewed more than 4.9 million times.

Can You Return a Car From Carvana?

Carvana has a seven-day money-back guarantee, and the clock starts the day the car is delivered. If you wish to return a vehicle purchased through the site, its website advises customers to contact Carvana by phone or chat before 8 PM EST on the seventh day after purchase. Notably, customers can drive up to 400 miles during the trial period, but any additional mileage will incur a charge of $1 per mile.

The return process is relatively simple. Once you notify Carvana, it will help set up an appointment date. At that meeting, you hand over the keys, sign some paperwork, and the car is gone. Refunds typically take 10 to 15 business days to be credited back to your account.

If you’d rather swap it for something else, you can exchange your purchase within the 7-day window up to two times.

Trade-ins are trickier. If you traded in a car, Carvana keeps it as part of the deal. Some customers on Reddit have reported issues with retrieving their trade-ins after a return, or have had to dispute reimbursements for repairs made during the trial period.

Carvana also won’t take back cars that have been modified, damaged, or have certain liens. If the vehicle is in a prohibited condition or you miss the seven-day deadline, you’re stuck with it.

The Customer’s Experience

Speaking to Motor1, @getright_garage said he’d been hunting for a blue Chevy SS for a while.

“I wanted a blue one; they’re a bit harder to find,” he explained. “I spotted one on Carvana, and it looked great, so I went ahead. I’ve had a friend who’s had several good experiences with them, so I felt comfortable.”

But when the car arrived, he immediately noticed something was off.

“The wrap was already showing wear, there were random cut lines, the car had a coolant leak, and there was still rubber caked on the rear fenders from burnouts,” he said. “The delivery driver was super chill and had no problem with me rejecting the vehicle. Getting my money back took a while and a few strongly worded phone calls, but it all worked out, and I won’t make that mistake again.”

He added, “They obviously didn’t catch the wrap issue during the inspection, so I can’t really be that mad.”

Problems With Carvana

Carvana has accumulated numerous customer complaints over the years, ranging from poor communication to significant issues with the cars themselves, as @getright_garage has shown.

Communication problems are a recurring gripe among Carvana customers. According to MarketWatch, many customers have reported getting the runaround on paperwork, fees, and claims. Others claimed to have been blindsided by Carvana’s internal financing rates, which can be higher than those of other lenders.

Vehicle condition issues are another theme. On Reddit, one buyer reported receiving a vehicle with undisclosed damage and mechanical issues. Additionally, they reported that their car arrived with bald tires and misaligned wheels, despite the company’s much-touted 150-point inspection.

There have also been complaints about warranty and repair coverage, according to Sherpa Auto Transport, with customers expressing frustration over the costs and slow service. In some cases, the issues have gone beyond poor customer service. Carvana has faced accusations of deceptive practices, including manipulating loan accounts, inflating earnings, and misrepresenting vehicles, some of which have led to lawsuits.

Even the delivery process isn’t immune to criticism. As Motor1 previously reported, Customers have reported random delays when trying to get their car. One woman shared on TikTok that, 13 hours before her vehicle was supposed to get delivered, Carvana delayed her delivery without specifying a reason.

Viewers React

While Carvana may make buying and selling a car feel easy on paper, for some customers, the reality has been far more complicated.

“Carvana sent me a car with almost 4k more miles than what was stated on the Carfax and website when I ordered it,” one viewer shared.

“I got two cars,” another wrote. “Alfa Romeo Giulia covered in hail damage that wasn’t disclosed, the second was an Alfa Romeo Stelvio, [which] had a blown head gasket.”

“I bought a Mustang with a bad transmission from them,” added a third.

These horror stories led some self-described Carvana employees (or former employees) to advise car buyers against using the website altogether.

“Worked at Carvana, STAY AWAY FROM THEIR CARS,” one commenter warned.

“Worked at Carvana in the digital department,” a second said. “We’d use spray paint to cover dirt we couldn’t clean. Avoid, avoid, avoid.”

“Never buy Carvana,” added another. “They literally just sell cars as is, marked up from what they paid.”

In an email to Motor1, Carvana declined to make a formal statement but provided the following information on its seven-day “love it or return it” policy:

“We want you to love your new ride. Which is why every Carvana car comes with a 7-day return policy. Take it for a spin and see if it fits your life. If you don’t love it, simply return it. Learn more about our return policy here,” it states.

 
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