Openlane is trying to get more involved in the relationship with its customers and offer them support. Although we are loyal customers, until now we have not felt support-advice from them.The prices a... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Support Center - Fast response was a plus. I wasnt able to get a definitive answer to my request but the contact person was kind enough to pursue the matter on my behalf.
Company replied
Great variety of cars with OK prices. I have even received a Voucher for my first purchase through the site. One downside I found is that not all the time you win an auction the seller will actua... See more
Company replied
I would like to especially thank Kata for her outstanding support. After speaking with several people during this process, I can honestly say that Kata was the only one who truly kept her promises... See more
Company replied
3.9
Great
497 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 96% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
be very careful
be very careful, it does not indicate enough information to know the condition of the car, nor the mechanical condition, you have been working with auction for almost 7 years I was thinking of switching to a better one, but OPENLANE I think is the worst. I bought 2 cars from them, one came hit by hail and another with engine noise. I do not recommend buying from here.
October 6, 2025
Unprompted review
Reply from OPENLANE Europe
Dear Customer,
Thank you for sharing your feedback with us. We are sorry to hear about your disappointment and the difficulties you’ve experienced with the vehicles purchased through our platform. We fully understand how frustrating it can be to receive cars with damages or technical concerns.
We can confirm that our Claims Department has already reviewed your case regarding the additional damages and offered compensation of €625 to support the necessary repairs. This amount was calculated based on the average repair costs in your country and in line with our Claim Policy. We sincerely hope this gesture helps to restore some confidence in our collaboration.
Regarding the second vehicle you mentioned, we have not received a claim related to engine noise. If this issue persists, please ensure that the defect is properly documented through a diagnostic report and submitted within the timeframe defined in our Claim Policy, so our team can assess it accordingly.
Kind regards,
The OPENLANE Europe Team
Advertisement
Best auction car place online!
September 26, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you so much for your fantastic 5-star review! 🌟 We’re thrilled to hear you consider us the best online auction platform for cars. It’s our mission to make the process easy, reliable, and professional, and your words confirm we’re on the right path.
We truly appreciate your trust and look forward to continuing to support your business.
Kind regards,
The OPENLANE Europe Team
Very great experience.
Very great experience.
Helpfull
Chat help when i need and have much patience
September 26, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you so much for your kind 5-star review! 🌟 We’re really pleased to hear that you had a great experience and that our chat support was helpful and patient whenever you needed assistance. Providing clear guidance and support at the right moment is something we truly value.
Your feedback inspires us to keep improving and ensuring every interaction is as positive as yours.
Kind regards,
The OPENLANE Europe Team
All information provided by Leo helped…
All information provided by Leo helped to resolve my questions.
September 24, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you so much for your 5-star feedback! 🌟 We’re delighted to hear that Leo was able to provide you with all the information you needed and helped resolve your questions.
We’ll make sure to pass on your kind words to him – they’ll certainly be appreciated.
Kind regards,
The OPENLANE Europe Team
Support Center
Support Center - Fast response was a plus. I wasnt able to get a definitive answer to my request but the contact person was kind enough to pursue the matter on my behalf.
September 17, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 4-star review! 🌟
We’re glad to hear that you experienced fast and friendly support from our team. Even if the initial answer wasn’t immediately available, it’s great to know our colleague could follow up and continue assisting you on your behalf.
Providing attentive and proactive support is something we truly value, and your feedback confirms we’re on the right track.
Kind regards,
The OPENLANE Europe Team
Advertisement
We work with a lot of different auction…
We work with a lot of different auction houses, but Open Lane really stands out as the best. The customer service is amazing, always super friendly, professional and quick to help. The platform is easy to use, works smoothly and makes the whole process simple.
What we appreciate most is the personal support and the great advice we get whenever we have questions. It honestly feels like working with a partner who really understands their clients.
Definitely the best auction house when it comes to customer service, usability and overall experience.
September 5, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you so much for sharing such a wonderful 5-star review! 🌟 We are truly delighted to hear that you consider OPENLANE as a standout among auction houses. Knowing that you appreciate our platform’s usability, the smooth processes, and—most importantly—our personal and professional customer service is incredibly rewarding for us.
Your words reflect exactly what we aim to achieve: being a reliable partner that truly understands and supports our clients every step of the way. Feedback like yours motivates our team to keep improving and delivering the best possible experience.
We’re grateful for your trust and look forward to continuing this partnership with you.
Kind regards,
The OPENLANE Europe Team
Prompt and complete response and very…
Prompt and complete response and very polite .
September 5, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your 5-star review! 🌟 We’re delighted to hear that you received a prompt, complete, and polite response. Clear and respectful communication is a priority for us, and it’s rewarding to know this was reflected in your experience.
We look forward to assisting you again whenever needed.
Kind regards,
The OPENLANE Europe Team
Fabiana F
Fabiana F. is the best for a morning answer and support,
September 3, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you so much for your 5-star review! 🌟 We’re very pleased to hear that Fabiana was able to provide you with excellent morning support and quick answers. Offering timely and helpful assistance is something we truly value.
We’ll be sure to share your kind words with Fabiana – she’ll be delighted to know her efforts made a difference.
Kind regards,
OPENLANE Europe Team
They don't delivery the cars as they…
They don't delivery the cars as they write in the initial estimate term max 14 days, it's been 30 days from when we have paid an auto and they don't know what to say about delivery. Can't recomand to buy from openlane.
September 1, 2025
Unprompted review
Reply from OPENLANE Europe
Dear Customer,
Thank you for sharing your feedback with us. We are sorry to hear that the delivery of your vehicle has taken longer than the initial estimated time. We understand how disappointing it is when expectations are not met, especially after full payment has been made.
We encourage you to share your reference number with us in case you still need assistance, and we will do an investigation on your case.
We know how crucial reliable timelines are for our customers, and your experience shows us that we need to further improve both the efficiency of our logistics and the clarity of our communication.
We truly value your feedback and regret that we did not deliver on the service level you expected. Please be assured that we are working to make our delivery process more consistent and transparent.
Kind regards,
The OPENLANE Europe Team
Advertisement
CARS WITH FAKE AT KM, TECHNICAL PROBLEMS, LACK OF SUPPORT FOR CLIENTS and not only
It would be ideal for this company to go bankrupt and give up the idea of trading in used cars because:
1. 2 months ago I ordered a Mercedes GLE, worth 60,000 euros, which was delivered with the following problems: reset km, fake km, fake mileage, fully repainted and with major paint problems, hit on the right sill and many others
2. out of the total 60,000 euros paid to Openlane they returned 58,000 euros to us, mentioning that there are a lot of bank commissions and that there is political instability in Romania, that's why they considered us idiots and could be lied to in this regard.
3. then I ordered a Porsche Cayenne which in the damage report had 2 problems, the car came with complete paint problems, the hood completely scratched, the doors scratched, it had over 950 km more than the number of kilometers in the invoice,
4. the Openlane response from the CLAIMS department was an embarrassing one: "the fact that the market value of the car does not differ much against the background of the difference of almost 1000 km from the invoice, we believe that a possible compensation process is not taken into account."
5. I ordered a Skoda Yeti and I received a car with technical problems, with a headlight stuck with a sponge in the right wing, with technical problems with the air conditioning and with a defective flywheel.
6. I ordered a Citroen C-Elysee, and I received a car with technical problems in the operation, lack of accessories and of course: extremely worn tires, technical problems, without a technical inspection performed and confirmed.
In conclusion: in less than 4 months I ordered over 6 cars, all of them had problems, the number of kilometers being falsified, the technical condition of the cars deplorable, problems with the functioning of key elements of the cars..
These situations were also mentioned by the CLAIMS department, in our opinion, a very unprepared department and made up of people who do nothing but make fun of good faith customers.
We consider OPENLANE to be a second-hand car sales platform that DOES NOT check the cars, does not support the end customer in any way and does not ensure full control of the cars they sell.
We definitely DO NOT RECOMMEND concluding a business partnership with second-hand cars with this car sales platform.
August 25, 2025
Unprompted review
Reply from OPENLANE Europe
Dear customer,
Thank you for sharing your detailed feedback. We regret to hear about your negative experience with several vehicles purchased through our platform and would like to clarify a few important points.
Nature of our platform (B2B model): OPENLANE is a business-to-business auction platform where professional car traders buy and sell used vehicles. Cars are offered at attractive prices because they are sold as-is, directly from the sellers, without additional investment from OPENLANE. All our professional clients are aware that these vehicles often require added value (repairs, preparation, etc.) before being resold to the final customer. If the cars were fully ready for retail clients, we would be selling them ourselves at a much higher margin.
Mileage and condition reports: Vehicle descriptions, photos, and damage reports are published transparently as provided by the sellers. Buyers are responsible for reviewing this information before bidding. Where damage is covered under our Claim Policy, we offer the possibility to request repair compensation. The conditions of this policy are transparent and publicly available.
Refund of the Mercedes GLE: You mentioned that €58,000 was returned from the €60,000 transfer. Please note that OPENLANE operates strictly in euro (EUR). If a payment is made from a non-EUR account, local banks may apply conversion rates and additional charges. These differences are not retained by OPENLANE but are applied by the financial institutions handling the transfer.
Claims handling: We understand your disappointment with the outcome of certain claims. However, all claims are reviewed strictly according to our Claims Policy, Terms & Conditions, and the principle of normal wear and tear in used cars. Reports from non-official third parties (e.g. CarVertical) are not considered official verification documents.
Transparency: Our policies are clear and designed to ensure fairness for both buyers and sellers. We strongly recommend aligning your expectations with the B2B nature of our business model.
We appreciate your cooperation.
Best regards,
OPENLANE Europe
Kata C is the best…Thank you so much…
Kata C is the best…Thank you so much for your help
August 26, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your wonderful 5-star feedback!
We’re delighted to hear that Kata C. was able to support you so well. Personal service and quick assistance are exactly what we strive for, and it’s great to know you felt well taken care of.
We’ll make sure to pass your kind words along to Kata – they will be very much appreciated.
Kind regards,
The OPENLANE Europe Team
Delayed shipping and no help
I purchased a car through Openlane approximately two months ago, and despite repeated follow-ups, the vehicle still has not shipped. I arranged transport through the platform, assuming it would be handled in a timely manner, but that has not been the case.
Their terms don't let you submit a claim for delayed shipping... At this point, it’s unacceptable. I paid in full and have been patient, but this level of service is deeply disappointing.
Buyers should be aware that while the auction process might be smooth, the post-sale logistics especially transportation can be a nightmare.
July 7, 2025
Unprompted review
Reply from OPENLANE Europe
Dear Customer,
Thank you for taking the time to share your experience with us. We are truly sorry to hear about the delay in shipping your vehicle and the frustration this has caused. We fully understand that once a car has been purchased and paid for, our customers expect a timely and smooth delivery.
As mentioned in our Claim Policy, transport delays unfortunately do not fall under the eligible categories for claims. That said, this does not mean we take such cases lightly. Your feedback highlights a point where we must continue to improve.
We sincerely regret the inconvenience you faced and appreciate your patience. Please know that we are working to streamline our procedures and strengthen cooperation with transport partners to prevent situations like this from happening again.
Kind regards,
The OPENLANE Europe Team
Engages in illegal conduct of IBAN…
Engages in illegal conduct of IBAN discrimination.
I win a bid from Hungary. As you know in Hungary we do not use euros, and sending international payments to Euros is extremely expensive. I topped up my fully licensed bank account (zen.com) that has a lithuanian iban with Hungarian forints, then converted the money to Euros, in order to pay for the car and minimalize my FX losses.
They then proceeded to email me saying that this is not allowed, because it has an LT IBAN - despite the zen.com account being under my name, and under the same address as the delivery location.
This is considered as IBAN discrimination and we will file a complaint at the Belgian regulators for this conduct.
edit: over a week passed. Withholding refunds. Promised refund for Friday. Nothing sent. Promised refund on Tuesday. Nothing sent. No replies to emails. Anyone that considers doing business with this company AVOID. They have over 12k euros from me with NO car or the money back since the 18th. Today is the 27th
August 21, 2025
Unprompted review
Reply from OPENLANE Europe
Dear Mr. Balazs,
Thank you for sharing your feedback with us. We take your concerns seriously and understand the importance of ensuring that payment processes are compliant with EU regulations, including the prohibition of IBAN discrimination.
At OPENLANE, our priority is to provide our customers with a transparent and compliant payment experience. We are currently reviewing the matter internally, together with our legal and compliance teams, to ensure that our practices fully align with applicable EU legislation.
In the meantime, we would like to assure you that your case is being given due attention. We will reach out to you directly once our internal review is concluded and will provide clarity on the next steps.
We also want to emphasize that for security and anti-fraud reasons, OPENLANE does not accept payments from accounts held by different account holders than the registered buyer. This measure is in place to protect both our customers and the integrity of the platform.
We appreciate your patience and understanding as we investigate this matter further, and we are committed to addressing your concern in a fair and compliant way.
Kind regards,
OPENLANE Europe
Advertisement
costumer service
from costumer service person name is Leo is so much helpful to us
August 18, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you for your kind feedback! We're glad to hear that Leo from our customer service team has been so helpful to you. We'll make sure he receives your appreciation. Support like his is what we strive for every day!
Best regards,
OPENLANE Team
Great comapany buy used cars
Great comapany to work with! I have both more then 15 cars and never had any issue. They are trustworthy. Customer service is excellent and ready to help! All recommendation!
August 1, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you for your kind words and 5-star feedback! We value your trust and it's great to know that our customer service exceeded your expectations.
Sincerely,
The OPENLANE Team
After the various comments I've read
After the various comments I've read, I don't feel encouraged to even sign up to the platform, much less participate in an auction.
July 30, 2025
Unprompted review
Reply from OPENLANE Europe
Dear,
We’re sorry to hear about your decision. Please find some more information on how we operate and can support you: https://info.openlane.eu/en/start-to-buy/
If you want more information on how OPENLANE can help with your needs, we are here to assist.
Best regards,
OPENLANE Team
essentially convey confidence in this type of purchase.
Well, what surprised me most was the quick and agile support from the customer service team, I reinforce that I give a 10 to Ms. Mariély who provided all the support from clarifications, and reporting the timings throughout the process.
July 30, 2025
Unprompted review
Reply from OPENLANE Europe
Thank you very much for your review! It's great to know that our customer service, support and processes exceeded your expectations. We are here to always offer the best service.
Sincerely,
The OPENLANE Team
Advertisement
Reply from OPENLANE Europe
Dear valued client,
We’re sorry to hear you feel this way. If there’s something specific you’d like to share or if you need assistance, we’re here to listen and help.
Best regards,
OPENLANE Team
Appaling across the board
The experience has been terrible. The car took too long to arrive, it arrived on the 3rd I was only notified on the 8th that it was in the country. They give you an expected arrival window that was not met and they take no responsibility for it. The page of the auction mentioned that the vehicle had COC, I downloaded the car information where it says it has COC. I bought the car, paid for the car, and then they changed the information saying the COC is not available. I complained about it and sent them proof that the information was tampered with they completely disregarded it and the customs demand the COC. Extra cost for me. They also did no mention in the damage report damages that the car has worth between 500-800eur to repair. I complained about it didn't even get a reply. Not a reliable company at all from my experience. Customer service are also unreliable, when they don't have an answer they say they will reply via e-mail and never do and if you insist on an answer they disconnect the chat. Very, very poor standards.
July 29, 2025
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We’re truly sorry for the poor experience you’ve had. Delays in delivery, inconsistencies with COC documentation, and undisclosed damage are serious concerns — and we understand the added stress and cost this has caused you.
Your feedback will be shared internally to address these failings. If you’re open to it, we remain available to revisit your case and offer support.
Best regards,
OPENLANE Team
Bad company ☹️
Bad company ☹️
the waiting time is very long, i waited 2 months until the last car i bought could be used. the damage reports/checks are not done well. there are defects that are not displayed in the ad. long delays on the part of the documents. the support team does not help you at all
July 29, 2025
Unprompted review
Reply from OPENLANE Europe
Dear valued client,
We’re sorry to hear about the delays and issues you've experienced. Waiting two months to use a vehicle, along with incomplete damage reports and lack of support, is far from the experience we aim to provide.
Your feedback is important, and we will use it to improve our processes. If you'd like to discuss your case further, we’re here to assist.
Best regards,
OPENLANE Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.