Harwoods Group Reviews 2,250

We have been Harwoods customers for many years (about 18 years) but in the last 5 years their service department have let us down repeatedly, their service manager does not answer his phone or return calls. Our car cost over £4,000 in repairs on the last visit back in April and they failed to fix the problem. The car was due to be collected today (3 months of waiting) and they have not turned up, no response to our phone call, no apologies, crickets ….. definitely not the standard of care or service we are accustomed to and will be looking for somewhere new to spend our hard earned money. Would not recommend Harwoods Basingstoke to anyone ever again.

Owned many Audis over last 25 years, usually bought from new or nearly new. I recently went to Southampton Audi to look at a very near new Rs3 saloon. The inexperienced salesman did his best but clearly lacked “product knowledge”. Tried to tell me the boot in a RS3 saloon was same size as Hatchback. He couldn’t explain correctly how PCP works and added on all sorts of extras to a quote without first explaining or asking whether I wanted or needed addons. Never mind. The worst aspect was the attitude of the branch general sales Manager who refused to allow me to put golf’s clubs in boot to check whether they fitted. Because it was her demo car she had the boot full of junk and didn’t want to unload it (would have taken maximum of 1 minute). The salesman tried his best to explain to her the customer request but she just declined while stuffing herself with food. As the car was advertised for sale both on Autotrader and Harwoods site it was disappointing to see it presented filthy and full of personal junk. Audi, you have in the past excelled on pre sales service, but this was an appalling experience. The attitude of the GSM lost you the sale. I have since purchased brand new from another dealership who will get a significantly different review.

All the detail is there already - no need to send an email.

Took £1000 deposit for a car. Then, when cancelling this - within the period defined in their own Terms & Conditions and covered by the Distant Selling Act and cooling off period further covered by UK law - HARWOODS refused to return my money. Forcing me to seek an action in the small claims, where legal fees are non-recoverable. ABSOLUTE AND UTTER DISGRACE.

Company happy to take a deposit straight away with the condition that the sale of a BYD goes through before end of month, vehicle not been transferred to workshop for checks etc and Harwoods Coulsdon can’t tell me when it will go in or when I would receive the vehicle.
Really bad service from a JLR dealership
Don’t buy from this compant

If I was writing a review on the showroom, the pretty, welcoming receptionists - 5 Stars. The service assistants - 4/5 stars. However, the review surely must be about the care of my car and over the many years I have been using Maidenbower to service my cars, I have always, in my innocence, given them a 5 star rating - until now, when it has become clear it is all ‘smoke and mirrors’ and that any actual problems not highlighted by the customer or not immediately obvious during the inspection by the engineers, get missed as has been my recent experience. Problems which I would have expected the mechanics/engineers to have picked up on either at the MOT or at the oil
change during the annual service, but thankfully
identified a few days later and dealt with by my local garage, CMW Ansty. So no Stars for Audi Maidenbower!

I have been dealing with Tom to purchase my new Audi e-tron. The customer service has been one of the best, I don't live local so this has been a remote sale. I got a phone call the morning after following my reservation, received a se it now same day, we were on a timescale due to plans which Tom has gone all out to make sure the car was prepped and ready for me for the required date. Honestly the best service. Cant fault anything at this stage.

My Audi TTS was involved in an accident and then taken to the insurance company approved repairer, they did an awful job of the repair and I was gutted! The car was subsequently taken to Harwoods Accident Repair Centre in Southampton for corrective repairs, David,Claire and the team have done an outstanding job of bringing the car back to its former condition. I have to say that not only was the repair work excellent but the communication and customer service was outstanding. It is a big ask to get a company to put right someone else’s poor quality work but David’s team didn’t hesitate. Thank you guys!

Really really disappointed to to be writing this review, after having 2 Audi's in the past from your Portsmouth branch as well as getting my partner at the time to also get an Audi after having nothing but good things previously.
My car is due a service to which it should of been done 3 months ago but financial constraints meant it went in today, to now be told no that was the oil service the car still needs a service.
Despite £1000 later (oil service, 2 tyres, spark plugs and gearbox oil change) I am now told i STILL need a 'service'.
How many extra 'services' are there Harwoods group i feel make up just to keep making money off of what was a loyal customer.
I NOW want nothing to do with Audi and will be doing anything to get away and advise all friends and family the same!

Pathetic company seemingly run by amateurs: none of their email addresses work, including on their own website. Called to make an appointment. The receptionist for some reason was unable to do this most simple of tasks. Promised to call me back. But NEVER did. If they show such disdain before they have my money, imagine what they'll do when they DO!

My daughter purchased a used Audi A1 S-Line from Harwoods Portsmouth. The sales experience was good as you would expect when purchasing a vehicle especially from a main dealer.
However the after sales /customer care is nonexistent although they claim on their website ‘Customer First’ this is far from true, beware.
The vehicle was inspected prior to purchase and as you would expect a used vehicle is not showroom condition with a few minor imperfections and general wear and tear.
After having the vehicle a short while we noticed a problem with with the drivers seat which is not visible when getting into from the driver side, only from the passenger side which is why this was not picked up at the time of purchase and inspection. As you would expect from the nature of leather, creases and marks are expected however this is excessive ‘sag’ within the upholstery, which a vehicle of its age and low mileage should not deteriorate to this extent and is not considered wear and tear. I contacted Harwoods and sent an email explaining the issue with photos which they agreed they had not seen this before to this extent. This is clearly a manufacturing defect which Audi should take full responsibility for under the dealership or Audi UK warranty. The response and suggestion from Harwoods was to get the seat repaired from a car upholstery specialist with no mention of Harwoods bearing the cost or even a contribution toward the repair. They were clearly not interested and took absolutely no ownership or responsibility, not what you would expect from a main dealership. They even confirmed the deterioration of the seat was caused by exiting the vehicle by sliding across the seat feather than stepping out the car which causes excess wear. Come on think of a better excuse who steps out of a car.
A number of emails were sent and discussions held over the phone. I finally gave Harwoods an ultimatum to respond and resolve and asked for the person with overall responsibility within the dealership to call me and they have chosen to ignore me, a very poor and disappointing service.
In my opinion this is extremely short sighted given the few hundred pounds cost for the repair.
Sorry to go on, but I feel this review needed to be written given my experience.
My advice is leave Audi alone and go the real main dealerships Mercedes or BMW, I’m sure their approach and resolution would have been different and dealt with in a professional manner ensuring their reputation whilst maintaining customer relations.

The service team in Pulborough provided a truly exceptional experience while I waited for my car. A complimentary manufacturer’s update was being carried out, and throughout my time there, the team’s hospitality was second to none. Paula, in particular, was a delightful presence—attentive, courteous, and always on hand with a fresh coffee or any other refreshment I might have needed.

I had an extremely disappointing experience with Audi Crawley. I purchased a non-Audi vehicle from their dealership with the assurance that I would still be treated as an Audi customer. They sold me an extended warranty, confidently stating that if anything happened during the warranty period, I wouldn’t pay a penny.

Fast forward just five months—and only 1,000 miles later—the car broke down during my first trip on the M25. I had to spend nearly £500 on recovery and diagnosis. When I contacted the warranty provider through Audi, they refused to cover any costs, despite what was promised at the time of sale.

To make matters worse, I was denied a courtesy car and was told to take the vehicle to the brand’s original dealership instead. Audi Crawley said repairs would take longer with them and still offered no alternative transport.

I feel completely misled and unsupported. This experience cost me money, time off work, and a great deal of stress. Audi Crawley made big promises during the sale, but when it came time to deliver, they did nothing to help.

We purchased a 3 year old Q7 from Harwoods Dec23, extremely happy with the vehicle and service/support in the 18mths we’ve owned it. Within the last month we’ve acquired another vehicle from Harwoods Crawley, an absolute peach L455 Defen de r 110. Dealt with Jordan Orland who made the process/experience seem enjoyable and fun! Don’t bother trying to trade in your old pride and joy… you’ll get more selling it via one of the many car buying sites, or even more if you fancy selling it privately! Having said that Jordan, and whole team went above and beyond what we’d expected. Great advice and attention to detail. Service plan as been arranged until 2028, 24 mths warranty and European roadside recovery, with an element of JLR finance which is flexible and affordable. Having owned several ‘British tractors’ FullFat L322’s in the past we like to cover all eventualities! Buy British if you can, if not then the M4Q7 is probably the best car we have even owned (and still for sale if you’re interested!)

I recently took my car to Harwoods Land Rover Basingstoke for its 12th-year service and MOT (13th May 2025), and unfortunately, my experience was far from what I expected from a brand like Land Rover.

From the start, communication was poor. During the booking process, I had to send multiple follow-ups just to confirm my appointment and details. On the service day, I dropped off my car in the morning and was told it would be ready in the afternoon and that it would also be washed. No one contacted me during the day, so I had to call myself to ask if the car was ready around 5pm. I was told it was, but they had a technical issue and couldn’t provide the Vehicle Health Check (VHC), which would be sent the following day. It’s now been over a week, and I’ve received nothing.

They also didn’t wash the car as promised. Normally, I wouldn’t mind, but in this case, it was just one more thing on a growing list of things they failed to follow through on.

Before the appointment, I had specifically asked for both my November 2023 service and this new one to be added to my online service history. I reminded them of this clearly. Neither has been added. No follow-up, no explanation.

On top of that, my MOT result included an advisory for “fuel tank support saddle heavily corroded still supported,” but no one explained how serious this is or what should be done. I was simply handed my keys with no summary, no feedback, and no care.

Overall, I honestly didn’t feel like a valued customer. I was proactive, clear, and polite throughout, yet the lack of attention, communication, and basic customer service was unacceptable. It makes me wonder if the dismissiveness is because my car is older (2013) — but regardless, it shouldn’t be like this.

Very disappointing experience.

Bought a £85,000 car out off hardwoods Southampton . The car was being delivered to Belfast by them . There was meant to be 450 miles to deliver this upon delivery there was 550 miles . I was ushered very fast into the car by the delivery man as he needed dropped to the airport which was a complete joke . He parked in a security bay handed me papers to sign and jumped out . The car was making funny noises and I left it to Belfast Audi where they said it was hit .

Iv rang Audi Southampton 40 times before I could get a hold off a very cocky lad (manager) Christian . He made me feel it was all my fault and nothing to do with him . Repairs done and paid for not by Audi now the car needs new break pads and discs . There’s only 1800 miles on the car am in total limbo and don’t know what to do as it’s costing me £1200 a month .

Audi when you read this please don’t reach out now cause your after care is useless.

Sam Audi manager promised to call me back two days ago . Still waiting for this call .

Hopefully my legal team and ombudsman can sort this out .

You clearly haven’t read my email as Iv stated above don’t reach out now . As for Sam in Audi he’s a liar and fabricates stories .
Said my son picked the car up when the handover happened! My son is 11 Sam . But thanks for your report Iv it all recorded.

On a recent visit, I spent over 30 minutes in Harwoods showroom in Brighton without being approached or acknowledged by a single member of the sales team. Despite the presence of several staff members, all appeared more focused on their laptops than on the customers in their showroom. It’s a familiar scenario I’ve encountered repeatedly at the showroom here and in Lewes.
Over the years, I have purchased or leased around ten vehicles from the Land Rover/Range Rover brand — a marque I continue to admire and respect.

But the sales experience at the dealership has consistently fallen short. I’ve found the team to be arrogant, dismissive, and seemingly self-important — as though the prestige of the product has somehow transferred to them personally. This attitude is not only off-putting but entirely misaligned with the values of any high-end brand that aims to deliver excellence in both product and service.

If i was a share holder I would be concerned by the kind of first impression the team is leaving with potential and returning customers. Courtesy, professionalism, and a basic acknowledgement of someone’s presence should be non-negotiable — regardless of how they’re dressed or how busy your staff appears to be.

I remain a fan of the Range Rover product. However, I will not be purchasing my next vehicle from this company. The experience has left me feeling disrespected and undervalued, and I believe they should be aware of how your dealership is being represented on the ground.
Three times i have requested information from their web site asking for details of where to send a complaint but as yet unsurprisingly no response.

I recently inquired about purchasing a £76k used car from Audi Portsmouth, but my experience was nothing short of disappointing, marked by shady and unprofessional service.

I was first contacted by Dashty Azez, who seemed more interested in upselling unnecessary extras than actually helping me close the deal. When he couldn't seal the deal, the dealership decided to have their "top salesman," Matt Khan, reach out to me. Unfortunately, his approach was far from professional—he came across as confrontational and disrespectful, which left me shocked by the poor attitude.

What the team at Audi Portsmouth failed to understand was the importance of showing real value to a customer. At no point did I feel respected or appreciated, especially as a cash buyer who was willing to make a blind purchase without even seeing the car in person. In the end, I made a low offer—reflecting the low quality of service I had received.

Overall, I would highly advise against dealing with this dealership. They lack professionalism and fail to treat customers with the respect they deserve.

I recently bought a new Audi Q4 e-tron from Audi Chandlers Ford Southampton. I received personal and exceptional service from Becky Hitches- Customer Advisor and also Peter Long - Transection Manager. Everything went very smoothly and collected the car on the agreed date without problems. I found both Becky and Peter to be very customer friendly and both very happy to explain everything in the contract . I thoroughly recommend this Audi branch for anyone considering purchasing an Audi

Harwood's Basingstoke

Avoid this shower at all costs even the staff don’t stay more than 5 minutes , no communication after 3 weeks for a window regulator and I’m still chasing

I've been a regular customer of Harwoods Brighton for many years for servicing my Freelander 2, but I'm afraid I'm becoming disenchanted of late.

The sunroof of my Freelander would not completely close, fortunately at the time we weren't subject to inclement weather but I called Harwoods and made an appointment straight away.

On arriving I explained the problem at reception and asked if a someone could go out and look at the car and close the sunroof.

After an interval the assistant at the service desk informed me I would need a new sunroof frame for £3000 and they weren't currently available. The technician who had gone out and looked at the car kindly covered the roof with a plastic sheet, for this there was no charge and I'm very grateful. The plastic sheet made a terrible noise driving home and I subsequently taped it all the way round with duct tape.

On Google I read it was possible to manually close the roof by turning an Alan key in the sunroof motor, with this in mind I contacted another garage to discuss the problem and fix a date for the repair.

I drove the car to this garage a couple days later and waited at reception expecting to be there for an hour or two.

After a fifteen minute wait a young technician arrived and said he had reset the sunroof and it was now working. I experienced a feeling of great relief at this wonderful news; no hassle no complications. I then asked him to remove the sunroof motor fuse as I rarely opened the sunroof and didn't want the same thing happening again. He took the car at my request for a short drive to make sure the sunroof didn't rattle.

For one hundred and twenty pounds the sunroof was fixed.

I would have expected Harwoods to show a greater knowledge of their own cars, they in fact offered no solution at all.