Lookers Reviews 

The Service Department at BMW Stoke has been extremely unhelpful.
I currently own two BMWs purchased from the dealership and was also visiting with the intention of buying another new BMW. My current BMW M440d has developed an oil leak from the turbocharger oil feed pipe, which is spraying oil over the engine. The leak is clearly visible at the top of the engine when the bonnet is opened.
While at the dealership with the bonnet open, I asked whether someone could take a quick look at the leak and advise if it was safe to drive and whether it might be covered under my BMW extended warranty. Despite the issue being easily visible and me already being a customer with two BMW vehicles one of which was in for service last week, I was unable to get any assistance. I was told it was against their policy.
I find this level of customer service extremely disappointing, particularly given my history with the dealership and the fact that I was actively considering purchasing another BMW. I would expect a much more helpful and customer-focused approach from an authorised BMW dealer.

Appalling customer service from Lookers Stafford. I organised to have my vehicle valued and sold here. I explained to the sale representative Edward, that I struggle to do weekends with work but agreed to an appointment time of 15:00 on Friday at his request. I had my vehicle cleaned, finished work early and travelled half an hour to the dealership for the appointment. Only for the receptionist to tell me that Edward “is up to his eyeballs in work, can you come back another day”. I explained that I had struggled to come today and gone out of my way to do so. I was told that he wouldn’t be able to honour the appointment as he was just to busy. This is shocking customer service and a lack of respect for existing customers. My time and effort was not respected and they didn’t have the courtesy to even look at my vehicle. I would avoid this dealership at all costs as they have no respect or decency for their customers.

I had a fantastic experience buying my car from lookers in Teeside , thanks to Johnathan.
He was friendly, professional and incredibly helpful from start to finish .
He made the whole process easy and stress free , taking time to answer all my questions and making sure I was completely happy with my purchase.
Nothing was too much trouble for him , I really appreciate his patience and excellent customer service , I couldn’t be happier with my new car !
Thank you Johnathan !
I would highly recommend him to anyone wanting to buy a new car from lookers !

I bought a Volvo from Lookers Stockport in Feb 26 and they also sold me a Bumper insurance at £55 per month . I had a claim in August this year for a minor dent . Bumper insurance gave me a claim reference on 7th September and said the body shop Kia Stockport also part of the Lookers group would be in touch within 2 days. I have tried to contact them at least a dozen times and no one picks up. If I contact the sales team they agree to pass on a message and still no one calls me back . I have complained to head office who state they have to give the branch 2 weeks to answer a complaint so to ring back after two weeks . I am at a loss of how to get a company which should be a trusted dealer to respond . I would advise not to buy Bunper insurance from them and if this is their after sales service I will not be purchasing a car from them again

Have requested data from the GDPR Team, no reply have chased several times but nothing happens. Matt Foster is the Director responsible for this team, he should be ashamed that his fear are ignoring a data request as it is a legal requirement to provide subject access requests in a reasonable time frame. BEWARE OF THE DATA YOU PROVIDE AND ALWAYS ASK THEM TO REMOVE ANY DATA THEY HOLD ON YOU.

Sales experience is good, after sales has been very poor.

I tried to book a service but when I rang to rearrange a couple of weeks later I was told the booking was sat on the system and hadn't been approved. Zero communication.

I'm now trying to get a copy of my service history and two separate people in the dealership have said they'd send it to me. Neither have and I've been trying for 4 days. One of the people said it was a 5 minute job and now I am unable to reach anyone of the phone to try a 3rd time.

Very very poor as it's now holding up me picking up a new car

Was interested in buying a used ford puma from Colchester and was told they would not budge on the price it was up for. I asked what if it didn’t sell, I was told it would go in an auction!!! Guaranteed to fetch a lot less so why wouldn’t they budge on the price

Powertrain malfunction light has been on and off for over a year, first fix they just added a rattle to my engine (great help) in march they decided it was the oil life (despite being over 60% left) and said not to worry they’d get it straight in if any more problems. Rang in June was told they’d schedule an appointment for September but then ring to get me in sooner they just needed it as a reference. Then the day before they emailed to say it was now November, still no call back. Other highlights include when they fixed exhaust fumes coming in to the cab only for it to happen 30seconds after collection

I’ve had a few interactions with Lookers mainly car and alloy repairs in North Shields but also the sales and service department at Silverlink and I would highly recommend both. The day to day staff on the ground work very hard to deliver a great service.

Lookers Guildford
Test drove a car. Salesperson put together deal. Never emailed deal to me and failed to make the phone call promised to me.
Very dull.

Went to look at a used car yesterday in Lookers Kia Chester, after locating the car we requested the key from one of the sales man who went to get the key, after a while he came back and said it had been sold earlier,. We asked if he had any similar cars for sale he stated he would have to look through the stock. We went inside and after looking through the stock and not explaining what he was doing he turned round and said the only cheapest car they had was in Belfast and they wouldn't be getting from there for us! We were thinking of taking a lease out but it certainly won't be from therei think it was a Scottish gentleman who didn't help us.

Poor, bought from lookers ford had a fiat 500 for 11 months both shocks need doing already and the driveshaft needs replacing.
How do these people sleep at night.
Won’t be using them again!

Absolutely astonished to see how high Lookers are rated and would question the legitimacy of some of these reviews. Not allowing google reviews and “reviews.io” being 2.5/5 suggests this is a very suspicious score on this website. My Jaguar car has been in for repair with their Belfast branch for nearly 3 months (after waiting 2 months for an appointment). Communication appalling, lacking fact or detail, dismissive and barely existent. This goes higher than the Belfast branch however as after several emailed complaints to Lookers directly, including vustomer service, complaints and even their CEO. I havr still heard absolitely nothing. Avoid at all costs because if you havr a problem in store, you can be guaranteed the parent company will not help at all either

Well done Dan and team at Lookers in Guildford! We had a problem with our car entertainment system and they did brilliantly. Really helpful, coffee while we waited. They also did a good job at my brakes. We had booked a date in advance and all ran smoothly. Only thing is I'd love more of is some collection opportunities as these can make a massive difference to people working. Thanks again for a great service.

Shocking experience from start to finish at Mercedes-Benz of Brighton

I visited Mercedes-Benz of Brighton today for what was booked as a service and MOT, together with a pre-arranged courtesy car.

I arrived at approximately 8:30am and the problems started immediately. Despite booking both a service and MOT, I was told they only had the vehicle down for an MOT.

I was then told the vehicle had apparently missed a service last September. I have only had the vehicle since November and it is a lease vehicle, so I explained that they should contact the leasing company and carry out whatever servicing was required and authorised. I was subsequently told they would complete the service.

I was then taken to the courtesy car.

For a Mercedes-Benz main dealership, the condition of this vehicle was frankly shocking. It had scratches and damage all around it, missing bumper trim and part of the bumper appeared loose. I was the one who had to point the condition of the vehicle out.

The trainee member of staff assisting me said she had not been aware of the damage and went back inside to ask if another courtesy car was available. She returned to tell me there wasn’t one. I was told they would video the existing damage and that I should do the same.

The situation became even worse when I opened the car. The interior was filthy and there was rubbish left inside it.

This was apparently considered acceptable to hand over to a customer.

Unfortunately, I needed to get home for work and therefore had little choice but to take the vehicle.

Approximately two hours later I received a call saying my vehicle’s service and MOT had been completed. I was told it was ready for collection but specifically asked to allow them another hour because they wanted to give the vehicle a good wash and clean before I returned.

Rather than giving them one hour, I gave them several.

I returned at approximately 3:30–3:45pm and discovered that my vehicle had not been cleaned at all.

After everything that had already happened, this was incredibly disappointing. I mentioned it at the service desk but received very little response. I was extremely frustrated by this point and decided it was better simply to leave rather than direct that frustration at the member of staff.

I then called the dealership whilst travelling home and explained how uncomfortable and disappointed the entire experience had made me feel.

I received an apology and was offered the opportunity to drive back to the dealership so they could give the vehicle a “quick clean”. They were due to close shortly afterwards. Considering I had already specifically been asked to leave the vehicle with them for additional time so it could be properly cleaned, asking me to make another journey back for a quick wash was hardly an adequate response.

There is also another issue which concerns me.

I asked for a detailed invoice/job sheet showing exactly what work had been completed on the vehicle. I particularly need this because the vehicle is leased and I want to discuss the servicing history and today’s work with the leasing company.

I called twice requesting the documentation and it still had not been sent to me at the time of writing this review.

After being told that work had been completed, I do not think asking a Mercedes-Benz main dealership for a detailed record of that work should be difficult. The failure to provide it has understandably left me wanting clear confirmation of exactly what work was performed, what was authorised by the leasing company and what has been recorded or invoiced.

This was not one isolated mistake. It was a series of failures throughout the same visit:

The booking did not reflect the service I had requested.

The courtesy vehicle was badly damaged, dirty and had rubbish inside.

My own vehicle was specifically promised a wash and clean and this was not done despite me leaving it there for several additional hours.

The response when I raised the issue was poor.

The detailed documentation I requested has still not been provided despite two calls.

Mercedes-Benz is a premium brand and customers understandably expect a certain standard when using an authorised main dealership. Unfortunately, nothing about today’s experience reflected that.

I have experienced substantially better organisation, communication and customer care from independent garages.

Extremely disappointing and I will now be raising this formally with both Lookers and Mercedes-Benz UK.

I bought a lovely little Fiesta last month from Lookers in Chelmsford and was looked after by Craig. What a professional service!! So friendly, helpful and made the transaction so easy and smooth. I left with my new car the same day and have been so happy with it!! So thank you

Karen Kelsall sale of CLA 250+ electric Sport
To Alwyn Morgan.
A great experience from start to end.
Very knowledgable of product, clearly describing this was the car that fitted all my needs.
Friendly manner, and highly professional.
A great explanation of the cars functions that got me on the road feeling confident.
Big thank you Karen.

⭐ If I could leave zero stars, I would.

Absolutely terrible service. They had our company vehicle for over 4 weeks for what was supposed to be a repair. One week later, it broke down again one week after driving the vehicle out of the service depatment.

It has now been towed to a different service centre, and guess what? The work carried out by the Newcastle service department is the very reason it broke down again. Four weeks they had our car — and they still couldn't fix it properly.

On top of that, we had to hire a vehicle at our own expense while they "repaired" the car.

Even though the vehicle is under warranty, they don't want to know and simply don't care.

I would never buy a Renault again. Avoid this service centre at all costs

Bought a 2024 Transit Trend today. Excellent service. There was a missing lever on the drivers seat. They just took one off another van for me.

Cheers again Ben for excellent Customer Service.

We brought a car back in April, the whole sale was amazing. However of you have any issue like we have had with the car it’s like they don’t even care. Our car has been back four times for the same fault and was apparently fixed last week, yet again same issue. Will never go back to this branch as they are absolutely shocking and unacceptable when you buy a high end car you expect the service to go along side that. Would not recommend buying any vehicle from them.