Lookers Arvostelua 

Wow, this is the best time I’ve been buying a car, would like to say thank you Audi Gilford,there are not enough stars to rate my sales lady Jidu on here.
The experience was second to none and presentation was amazing.
Anyone thinking about buying an Audi, go to Guildford Audi, promise you won’t be disappointed.

Absolutely horrendous car my daughter purchased from Audi farnborough, damaged paint, holograms, dents and scratches she was promised they would be taken care of.

Once they did the "prep" still has holograms still has dents who ever the neanderthal that did the polish job left so much residue all over it got it all into the black plastic left a sheet of sand paper on the scuttle panel the interior was filthy dirt in the peddles, I've seen better back street garages in Slough total joke of a car.

I've also questioned the legitimacy of the milage of the car as it appears to have done more miles than the clock shows, also impact damage on the side of the car that's not recorded for a 2nd hand approved used car it's shocking, poor response from the staff after letting them know we are still not satisfied with it.

Failed to respond to a follow-up email regarding the problems

Lookers have been chasing me multiple times to get my feedback which I would not normally provide publicly but since this is the only option I’ll provide it here. I dropped my car off for a simple oil service & inspection. After getting a text to confirm my car had “arrived” at the garage, I heard nothing more for the rest of the day. The link to track progress didn’t work all day. When I called the garage for an update I hit a recorded message saying please try later. I finally managed to get through on the phone at the very end of the day and had to then drop everything to pick up my car before it closed. I still don’t have the inspection video (probably because it wasn’t recorded) and I don’t have the details in writing, however it was verbally discussed at pick up. The service I assume was done to a high standard but I’m not a mechanic and that’s why I’m paying the main dealer to do it. I wish the same effort going into chasing feedback from me was also applied to the customer communications whilst they had my car, so I could plan my day better. 3 stars - need to try harder.

Took 9 months to repair faulty cell & parking sensors. Communication was a disgrace from staff, had to contact JLR customer services to get them to chase updates for me. Managers ignored complaints and were just as incompetent as the staff. Lois and Lauren in the service department deserve a special mention for being particularly incompetent with Lauren quoting me £1k for my next service but saying she could do it for £800 due to the poor customer service I have experienced with them, even though I can book this for just over £600 online with them, she even directed me to a third party who could do it cheaper and would be more reliable. When the car finally went in for repair the service person was new to the job but seemed competent so presumably he will move on to a more reputable company soon.

Additional information in relation to Lookers Response:
I did submit a complaint, first one on 24th April and after speaking to Ann in your complaints department on 1st May she asked me to resubmit for her attention which I did and am still awaiting a reply. My complaint to JLR was submitted at a much earlier stage, Paula in JLR complaints team did the chasing to your team on my behalf but even she struggled to get calls returned by Lois and Lauren and could not expedite the repair as the fault was with Charles Hurst Lookers.

Friendly staff, very good customer service. Easy

Very helpful and easy to book an appointment for my car health check up. Staffs at Newtownards Charles hurst Renault are very polite and helpful. They even sent me a message to inform my car is ready when I'm unable to take call due to my deafness.

Almost immediate help from efficient staff who kept me informed.

I have purchased a brand new VW Golf can't fault the car or the sales advisor but I was sold a product calld Gardx ceramic coating it is rubbish it does not last long at all. The water does not bead off at low speeds what a waste off £549 would never use again.

Spoke with a salesman at Lookers Canterbury about a GL I had seen on their web site. Long story short p/ex price was cheap and communication difficult even by email with me constantly chasing them. Whilst still in discussion, and without any heads up, the car sold to someone else and all communication ceased.
I only found out when I was trying to communicate with the dealership and couldn’t get a response, and then saw the car had disappeared from their website. Not what I’d call customer service of any sort.
I then found another slightly newer GLS at Lookers Brighton and rang them. Spoke to a salesman who within an hour had confirmed they could do my pricing for my part exchange. They were always available when I called or called back quickly when necessary, sent documents and papers over efficiently and car ready when he said it would be. Proper communication and service as expected.
Being part of the Group and knowing the car or type of vehicle I was looking for, this could so easily have been a Canterbury sale. As it happens I am actually keeping my p/ex having changed our minds about selling it and have bought the GLS anyway.

Wouldn’t recommend Canterbury.

Would recommend Mercedes Brighton, if you are going to try and buy from Lookers Group.

Shaun was great from start to finish. Warm welcome when we walked through the doors, explained the no pressure sales approach that they take and let me walk around and look at the used stock inside.

Overall good amount of used stock at the Newcastle showroom (which is what I went for).

Found the car I was looking for and was very nicely presented inside the showroom, Shaun then took me on a test drive and then talked me through the offers they have available for finance and extras.

Collection day was seamless, only two days after initially looking at the car I was able to go and collect it. Car nicely presented under a cover and topped up with some fuel.

Shaun took me around the car, helped me get the VW app connected to the car and setup apple CarPlay.

Overall 10/10 service from Shaun, thanks for making the whole process so easy.

Purchased a 3 year old Black Edition A4: we were extremely impressed by the salesman who took us through the process and showed patience and humour as we explored payment options and affordability Having completed a test drive, we took time out to ensure we’d made the right decision and to think about the best financial option then returned. Once again our salesman was so friendly and helpful and not at all the archetypal pushy second-hand-car-salesman. The car was prepped over the week and we returned on the Tuesday to collect it. The salesman took time to show us the features of the car, especially the connectivity features with patience and humour. A great experience

Probably the worst experience ever! Last November, I had all my teeth removed, and even that was far less stressful than buying my A8. I saw the vehicle listed on the website, but when I arrived at the dealership, I was informed it was in the preparation area. When I asked to view it, I was told it needed minor bodywork and some TLC—no problem for me. It was an Audi-approved second-hand car, so I wasn’t expecting brand new. I paid a deposit and was told it would be ready in a week to 10 days. About four weeks later, I arranged to pick it up at 11 a.m. I made it crystal clear I had to be at Heathrow by 4:30 p.m. and could not be late. They assured me it would all be done by midday. I arrived at 10:50, grabbed a coffee, and was told it would be a five-minute wait. At 12:30, still nothing, so I approached the reception desk and explained I’d been waiting 90 minutes and time was critical. Again, they said five minutes. By 2:00 p.m., I was finally attended to. The whole experience was abysmal—no urgency, and I kept being called “Bro.” I’m an easy-going guy, but I was stressed beyond belief, and of course, I ended up leaving at 4:10 p.m., making me late for my airport appointment.

I’ve had no after-sales follow-up, just Trustpilot asking for reviews of my experience, which I was holding off on as I need to get a new MOT for my vehicle for work. Audi supplied an MOT, but it needs to be less than two weeks old for my vehicle inspection. I was waiting for this before leaving my review, as I suspect there may be advisories on the new MOT, particularly regarding the brake discs, which have a noticeable lip. This inspection is still pending and is unrelated to Audi.

Lookers response is such a generic reply .not related to my review non of my comments addressed.
Probably AI response total lip service

Our second purchase from Carlisle Lookers. Excellent experience, with full confidence in Hugo Mendonca who was very helpful, knowledgeable and very friendly. He answered all our queries and gave advice when asked. We will be back.

Servicing was thorough and completed on time. VW technician feedback was helpful which is appreciated. Disappointing that the complimentary car wash and vacuum was not carried out, despite being requested.

Our sales person Brendon was fantastic, had everything ready and sorted for the day and time he said he would. Brilliant service.

Jack the salesman was lovely and worked to his best ability during a busy period- however I feel that new car day should be a lovely experience and it just wasn’t. Not just new car day itself but the whole experience with lookers was rushed and impersonal, from the moment the deal was agreed the communication was virtually nil, communication was only prompted by us and felt we were putting them out. Upon collecting the car , I drove home to find aggressive stickers on the car that needed solvents to remove ( trade plate double sided tape on reg plate and factory stickers still on windows ) and the car was only valeted in a fashion - basically I redid it when I got home. Streaky is an understatement, new car day should feel amazing and it was very clinical and transactional. I must reiterate Jack was great in the time I spent with him, however the dealership didn’t feel ready for the amount of cars it was selling and it showed. I was happy but miffed at the same time to receive my new car - tainted by the sloppy delivery of the service, such a shame, would shop elsewhere in future. You must do better for people spending thousands on your product that’s for sure.

The sales person Nicole Ellis was very knowledgeable and pleasant when going through the process of buying a car .
I would recommend Lookers VW at Wallsend.

We bought our Tiguan from Lookers, Scotswood Road. Simon Dixon looked after us so well, he was friendly, polite and didn’t rush us at all, very knowledgeable and great communications. The purchase was simple and hassle free.

I had a problem with my used Renault Clio purchased in March this year. The Lookers team at St Helens were amazing, always helpful, friendly, easy to contact and the problem has been sorted for me.

Thank you guys for being so helpful.