Rigid process, poor flexibility when things go wrong
I had a frustrating experience with XLEasy that ultimately led me to cancel my contract.
The process started smoothly, but things quickly became rigid and inflexible once an issue came up. The car I was supposed to receive had a technical problem just before delivery, which caused delays. While I understand that issues can happen, the way it was handled was disappointing.
Communication felt very procedural rather than customer-focused. There was little willingness to provide concrete solutions or flexibility, even when the delay was entirely outside of my control.
What stood out the most was their handling of the cooling-off period. They explicitly told me that they intentionally do not deliver the car within the 14-day cooling-off period, and only proceed with delivery after it has expired. This means you cannot actually see or assess the car before your right to cancel without reason is gone, which defeats the purpose of a cooling-off period from a customer perspective.
On top of that, there was very little sense of ownership of the situation. Everything was attributed to external partners, with no clear accountability or proactive effort to resolve things quickly.
In the end, I decided to cancel the contract. While the cancellation itself was handled without issue, the overall experience left me with little confidence in the service.
If everything goes smoothly, XLEasy may work fine. But if something goes wrong, don’t expect much flexibility or support.
