BYD Brisbane — Attraction in Brisbane City

My experience with BYD has been disappointing from the very beginning, and after everything I’ve encountered, I feel compelled to share my experience so others know what to expect.

It all started with my test drive, which should have been an opportunity to ask questions and properly assess the vehicle. Instead, the sales representative spent the majority of the drive speaking negatively about Savage Tech, a well-known YouTuber who had purchased a vehicle from this very branch. Rather than providing useful insights about the car, the salesperson went on an unprofessional rant about this customer—someone who has actually brought a significant amount of business to BYD through his platform (myself included!). This was completely inappropriate. The experience left a bad first impression and set the tone for what would become an increasingly frustrating journey.

After deciding to proceed with my purchase, I was given a confirmed collection date of March 26th. Based on this information, I made the decision to sell my personal vehicle in preparation for my new car’s arrival. However, as the date approached, I received no proactive updates—only to later find out that my vehicle’s arrival had been delayed.

What followed was a series of inconsistent and conflicting communications, primarily from Sean, the sales manager. First, I was told my vehicle’s ship would arrive on April 13th, only to later be informed that it had actually docked earlier. Then, my collection date kept shifting, with no firm commitment from BYD on when I could expect to take delivery. Each time I sought clarification, I received vague responses and excuses rather than concrete answers.

Even when I raised concerns about the misleading nature of the “scheduled” delivery date, Sean dismissed my concerns instead of acknowledging how this miscommunication had impacted me financially and logistically. I was told that the word "scheduled" implied an estimate—despite the fact that no disclaimer was given when the date was communicated to me. Instead of taking responsibility for presenting a planned date as a guarantee, Sean’s response made it clear that BYD was unwilling to acknowledge how their miscommunication had caused unnecessary stress and additional expenses.

Rather than trying to rectify the situation or offer solutions, Sean’s responses became increasingly defensive and dismissive. Instead of acknowledging the conflicting information I had been given, he insisted that BYD had been "fully transparent" and shifted the blame elsewhere. At one point, I was even told that my frustration was unwarranted and that it was my personal decision to sell my car—despite the fact that I had done so based on BYD’s own confirmed collection date.

To make matters worse, when I finally reached my breaking point and requested clearer communication, I was met with condescension rather than professionalism. Instead of attempting to improve the situation, Sean’s handling of my concerns only made an already disappointing experience feel significantly worse.

At this point, what should have been an exciting purchase has turned into an exhausting and frustrating ordeal. From the unprofessional test drive experience to the misleading delivery dates and dismissive customer service, BYD has repeatedly failed to provide a level of professionalism and transparency that customers deserve. What could have been an opportunity to build trust and loyalty has instead left me feeling frustrated and unheard.

For anyone considering purchasing a vehicle from this branch, I strongly urge you to proceed with caution. If my experience is any indication, clear communication and customer service are not priorities for this dealership, and I would hate for others to go through the...

Bottom line upfront – This dealership has directly cost thousands and caused me massive inconvenience. In my experience, they have been deceptive and dishonest and lack any sort of accountability. I regret ever engaging with them, having purchased 8 (not BYD) vehicles in the past, this has been by far the worst experience and I cannot express strongly enough my desire to never deal with them again. I would give zero stars if that was an option. The full details of my experience are outlined below for those who may be interested.

I contacted this dealership and ordered an Atto 3, standard range, in silver. This was after placing a deposit online. A day later, I received a call advising me a vehicle was in stock, I signed a contract via DocuSign and completed the vehicle registration paperwork. An appointment was made to collect my vehicle for a week later and I organised to have that day off. Two days before my collection appointment I contacted the dealership to request the details of the vehicle (for insurance) and the confirm the delivery date. I was then my order had not progressed, allegedly because they had not received my signed contract via DocuSign. This surprised me because I had received the counter-signed contract from DocuSign with the dealer’s signature a week before. I emailed this through and informed them that the error was not with DocuSign because the contract was signed. I then asked for an explanation so that I could provide this to my employer, who had given me time to collect the vehicle and now needed to shuffle their schedule yet again for a different delivery date. Instead of an explanation, I received a call to inform me that the vehicle I had ordered was now allocated elsewhere and all standard-range vehicles had been allocated just days before (while my contract was allegedly sitting in some imaginary DocuSign purgatory). The only option available to me was to take an extended-range vehicle at thousands more, or risk waiting until the new year (when the government rebate could run out and cost me additional losses). They did not bother responding to my email asking for an explanation of how this occurred and did not bother responding when I pointed out that there was in fact no error with DocuSign. It is difficult to see this action as anything other than a blatant fabrication and a poor attempt to shift blame for incompetence onto a computer system. These actions have caused me to form the opinion that I am now forced to pay thousands more, because of poor administration and what I would describe as blatant incompetence. And when informed of these facts... nothing... no explanation... no apology... nothing... other than a feeble attempt to blame a piece of software (which evidence would suggest actually worked perfectly). It is my opinion that this dealership has zero desire to cultivate any sort of customer satisfaction and do not care in the slightest how their actions or lack of action impacts their customers.

**Edit. In case anyone is curious, after the owner posted a response to my comment making promises that they take feedback seriously and would contact me to address my concerns… there was no contact made. It would appear that “the level of customer service we normally deliver” does not extend to actually doing the things they say they will do. I wonder if some feeble attempt will be made to blame this on...

Recently purchased and collected the BYD Seal Premium from the BYD Eagleby depot, which we purchased through our local dealership.

We purchased the additional non-factory window tint (x2 front) for an additional $400, and the car boot liner for $160. While it doesn't seem much, it is a lot to charge someone to then never supply after collection.

Our vehicle was 'ready for collection' in February from Brisbane after we purchased in January, and we arranged for the pick up date with a guarantee from the sales team that the tinting and liner would be included, and the car would be ready. Arrived on collection day, waited hours past the designated time to collect the vehicle with a baby in tow, and were told they had a factory floor Seal available after enquiring multiple times why our vehicle was not ready.

We stated the window tinting did not look like it was completed when we inspected the vehicle we were designated, to which the representative couldn't confirm but simply said, "oh, I think it was". So, we contacted BYD Customer Care as told too, to state the tint had not been supplied; nor the boot liner we purchased. Despite the guarantee it would be completed; it was frustrating that we could not collect the vehicle without upfront payment of these services and they weren't supplied. BYD Customer Care has argued the tint was 'completed' but cannot provide ANY proof of installation, and no specifications. We have had the windows professionally inspected, returned to the dealership at Sunshine Plaza Maroochydore, and we have inspected another BYD Seal Premium with the tint installed, and we HAVE confirmed there is no additional tinting on our windows as paid for. BYD has refused to refund us despite not supplying the product, and charging us for it. Boot liner has never arrived so requested a refund, and submitted all forms; and still no refund and no response from BYD "Customer Care" team despite attempts.

One of the reverse breaking lights on our Seal does not work, but was informed that's how it comes ??

I then receive a call a month after collection from their 'audit team' to state they had lost and couldn't find our original registration papers which needed to be lodged to TMR. This was so concerning, as they asked whether I had the files, which I hadn't. Apparently, all our original sale files were lost. Not sure what came of it, but that was also not pleasant to learn!

Overall, the customer service has been terrible and what an awful sale process and experience it has been. I wouldn't go through this purchase if I had to ability to go back in time. While the vehicle is good, there are limitations with the Seal that other EVs just don't have, and I cannot recommend BYD for their customer service, support and assistance with any warranties or any product guarantees. Despite not supplying an install, they still won't take any liability and have not refunded or supported us.

Once it's off the...