Wilsons Epsom Arvostelua 

Kelvin was brilliant from start to finish helping me and my pregnant wife find a new family car. Very knowledgeable and helpful, patient and really wanted the best for us. Appreciate it team!

We didn’t have the best experience in the past, but Mihai at Wilson’s in Epsom completely changed that. He listened, kept us updated, and handled everything professionally. This time the service was genuinely much better—really appreciate his help.

Dear Wilsons Automobiles & Coachworks Ltd

I hope this email reaches someone who has the authority to address what I believe is a fundamentally broken servicing and MOT booking system at Wilsons Nissan. I apologise in advance if this message comes across as blunt, but after several years of frustration, I feel compelled to raise this formally.

I purchased my used Nissan from Wilsons a few years ago and, despite living some distance away (around two hours each way by public transport), I choose to remain loyal to the dealership for servicing and MOTs. This decision was based on trust in both the Wilsons brand and Nissan as a manufacturer. Unfortunately, each visit has turned into an unnecessarily stressful and time-consuming experience.

On my most recent visit, I was instructed to drop off my car between 8:00 am and 11:00 am. I arrived at 8:00 am, assuming that an early arrival would mean my vehicle would be dealt with promptly. However, my car was not taken into the workshop until around 1:00 pm. It was then left parked again until approximately 4:30 pm, at which point I returned to the service centre to enquire about the delay. Only then was my car finally taken in for its MOT.

While waiting, I spoke to other customers who were experiencing the same issues, and I was also informed by your own staff that these concerns had already been raised with management on multiple occasions—yet no meaningful action has been taken.

What I find particularly frustrating is the imbalance in expectations. Customers are required to book months in advance, confirm appointments days beforehand, and drop off vehicles within a specific time window, yet there appears to be no effective internal scheduling or resource planning to ensure vehicles are actually worked on in a timely manner. This is especially disappointing when local independent garages near my home manage to operate far more efficiently, often with much shorter booking lead times.

I appreciate that workshops can be busy and that unexpected delays occur, but what I experienced was not an isolated incident—it reflects a systemic failure in planning, communication, and customer consideration.

I regret to say that, based on these repeated experiences, Wilsons and Nissan will no longer be my preferred choice when it comes to purchasing my next vehicle. I genuinely wanted to remain a loyal customer, but the current servicing process has made that impossible.

I would welcome a response outlining:
What steps are being taken to improve the booking and scheduling system
How customer waiting times will be reduced
How Nissan UK is ensuring its franchised dealers uphold acceptable service standards

Thank you for taking the time to read this.
I hope this feedback is taken seriously and used to improve the experience for future customers.

Pleasant overall experience. Freddie was a great help.

UPD: NOBODY contacted me since then despite their promises.

AVOID Nissan Wilsons.

Two years ago, I was sold a defective car, and Nissan Wilsons has been aware of this issue. This year, when my extended warranty became even more expensive, I expected someone to finally take responsibility and fix the problem. Instead, I received awful, dismissive, and completely unempathic service.

In particular, Samuel B was extremely unhelpful and made me feel as though the problem was insignificant and that the ongoing stress and inconvenience it has caused me simply did not matter. At no point did I receive an apology or even a basic acknowledgment of how frustrating this situation has been.

My car was not diagnosed in a timely manner, my concerns were repeatedly ignored—even though I clearly put them in writing (email) and in the end, the issue was neither properly identified nor fixed. The entire process was a waste of my time.

I also emailed customer care twice at the beginning of December and never received a response from anyone in the so-called “complaints” department.

I strongly advise anyone to avoid this place if you value your time or expect basic customer care. In my experience, they simply do not care once the sale is made. I would especially caution women because I am convinced that had I been a man, my concerns would have been taken far more seriously.

Shame on you, Nissan. Your sales team (when you still had one) were excellent at sweet-talking, but when it comes to taking responsibility for known issues and actually fixing them, no one steps up.

Update: after posting google review a week ago, was told someone will get back in touch- still nothing. Awful.

Everything was professional and efficient

Great atmosphere seen too straight away. I was helped by Alfie who was amazing very helpful and answered all questioned I had. Brilliant thank you

We met with Alfie who was a great help. He really took an interest in the next car we needed for our growing family. Showed us what we had in mind, but his recommendations really helped. He took his time, we didn’t feel rushed into making any decisions and walked away with a really good deal.
Really happy thank you again Alfie for all your help!

All done for me, really helpful.

Greg is a very professional, knowledgeable and considerate salesman. After a test drive, provided us with all the relevant information. He was not pushy and came across as very transparent.

All very efficient and friendly - and our salesperson's (Stuart's) infectious enthusiasm for our electric car was a big help in allying any concerns we might have had about the transition to an EV.

What a lovely experience! I originally emailed to check on a website offer that appeared to have expired at the end of 2025. They replied to my inquiry incredibly quickly; they called me back the same day and not only honored the expired deal but actually found me an even better price for the same car!

I was booked in for a test drive and given the option to reserve the vehicle. I was nervous about my first time buying a new car on finance, as dealers often get a bad reputation online for requiring piles of paperwork. However, I was worrying over nothing; Khalid and the rest of the team made the process so relaxed and stress-free. There were no 'piles of paperwork' or pressure—just great service.

I also want to thank the lady who took me on my test drive in the Dacia Sandero; she was so knowledgeable and helpful (sadly I’ve forgotten her name!). A huge thank you also to the manager who inspected my Nissan Leaf and gave me such a fair deal on the new car, even though the promotion had technically ended. I don’t have the car yet, but I’m really looking forward to the handover and have total confidence that the experience will be just as positive. Highly recommended! Once again, thank you to all the staff.

Very welcomein polite talked us through everything need to know.

We met Jodie at Wilson’s in Epsom Surrey whilst browsing for a new vehicle. Jodie was very helpful and provided us with an option we hadn’t thought about. Her professional approach and care made all the difference. The whole buying process was very simple and Jodie took into account all of our needs with the care and attention it deserves when spending the amount of money we were spending. Thank you so much Jodie.

Very pleased with the service I recieved from Greg at hyundai today ..he has been very professional and knowledgeable about the vehicle I was purchasing took me through everything about all the legal things and various insurances made everything simple and easy to understand and made my experience at hyundai informed pleasant friendly and very professional

Sales service is good - that's the bit where they take your money. After sales service is terrible. Be aware!

I purchased a car (AV66 PKA) from Wilson’s last year (September 2024). On 15th August 2025 I took my car to a local garage for its full service and MOT. I was asked when the timing belt was replaced as it’s due at 72,000 miles or 6 years (2022), which ever comes first.
My garage said if it hadn’t been changed, it was overdue and something which the garage who sold me the car should have picked up on and replaced prior to selling me the car.
However, it has now been four months since I first raised the issue, and I still have not received a resolution.
I am yet to receive either evidence confirming that the timing belt was changed prior to the sale of my car, as it should have been, or an arrangement for this to be carried out if it was not.
Unfortunately, my experience hasn’t been a positive one.
**Response from Wilson’s on here dated 16.12 and have heard nothing further**
Hi Emma, we are sorry to hear about your experience. This is not the standards that we expect to see. We will pass your review across to management for them to look into for you and we will make sure that a member of the team contacts you. Many thanks, Wilsons

Brief version of events.

Place order on website, £353.09 payment taken, says will receive confirmation shortly.

No confirmation received. Call them on the number on the website, doesn't work. Go round the houses and call the retail site to check they received the order, yes, we'll send confirmation shortly.

2 days later, no confirmation. Call again "can't see your order". Asked them to check again as they'd already confirmed they had. Found the order "The manager is dealing with it, unfortunately he's not in today, I'll get him to call you on Monday, I've put a post it note on his computed monitor."

Monday comes, no call. £353.09 payment taken, no idea if i'm getting the order or not.

Excellent service from Alex, very professional