Alex Robbins is contributing editor at Telegraph Cars where, as well as responding to readers’ queries, he also contributes reviews of new and used cars, together with articles on buying and selling. 

His knowledge of the used car market informs his many buying guides relating to the best buys in particular sectors, with an emphasis on value for money.  Every week he will answer your questions on buying and selling, as well as solving your car problems, whether consumer or mechanical.

Do you have a motoring dilemma you’d like our expert to solve?  For consumer and used car advice, or car faults, email CarsAdvice@telegraph.co.uk and include your subscriber number. This week’s question… 

Dear Alex,

I ordered a Volkswagen ID.3 in September. I was given an order number, the build date was eventually confirmed and, on January 7, the dealer said the car was at the port and should be with them within 10 days. They now say they have no idea where it is. I’m suspicious that somebody else is driving the ID.3 I ordered, having paid a higher price. Is there a way I can find out independently where my car is?

– DT

Dear DT,

A I have heard of customers being gazumped by unscrupulous dealers, and indeed it must be tempting for them to do so if offered a higher price, given current supply constraints.

However, I’d like to think it’s not the case here. First, it’s rare these days because it’s such an underhand way of doing business; customers who have suffered such treatment rarely return, while if they complain to the manufacturer, the dealer can face sanctions.

What’s more, if a dealer is doing this, they’re usually pretty quick to refund the deposit. If they don’t, they are very likely to be in breach of contract.

Therefore, the fact the dealer isn’t telling you anything should, strangely, give you some hope the car hasn’t been sold to someone else. Of course, having said that, it could also be because the dealer is stringing you along, hoping to source another car in the same spec sharpish, before you get too suspicious.

On the other hand, it could be that the car has arrived and something has happened to it – for example, it’s been damaged, or the dealer found a serious fault that needs fixing. Or the delay might be more innocent.

Either way, you obviously should have been kept informed. You deserve to know where your car is, and not be fobbed off with lame excuses.

VW no longer operates its order tracker in the UK, which means there’s no real way for individuals to verify the location of the car or the dealer’s claims. However, you can call VW Customer Care (0800 333 666). Quote the order number and explain that the dealer can’t or won’t tell you – hopefully, they’ll either be able to explain the delay, or light a fire under the dealer.

If VW says the car is still in transit, the dealer is at least telling the truth, and you might then be able to find out when it is expected to arrive.

But if VW confirms the car has been delivered to the dealer, I’d visit its premises (ideally on a Saturday, when they’re busier with prospective customers) and explain politely but firmly to the salesperson that you aren’t leaving until either you’ve been shown your ID.3 or told when you can expect to take delivery.

If they admit it’s been sold, ensure you get your deposit refunded so you can take your business elsewhere.