Lookers Reviews 

David was brilliant throughout the whole process.
He is very knowledgeable on the VW range , which made it easy for us to decide upon what car to choose.
Kept us informed all the way and was brilliant to the last moment, right up until we drove out of the showroom with our car.

⭐☆☆☆☆ (1/5)

My experience with the Lookers Group has been consistently poor, and unfortunately this isn’t the first time I’ve had to raise formal complaints about the way they’ve handled my vehicles.

Most recently, my Audi developed multiple faults. Audi Assist attended and confirmed there were several issues with the vehicle, along with an outstanding software recall. The car was recovered to Newcastle Audi for investigation.

On arrival, I was told it could be several weeks before anyone would even inspect the vehicle. Staff referred to an existing booking in September and advised this was the earliest they could look at it. For a vehicle recovered by Audi Assist due to multiple confirmed faults, this level of delay is unacceptable.

The courtesy car was also handed over in an unacceptable condition, with the previous driver’s McDonald’s wrappers and other rubbish still in the door pockets, and virtually no fuel.

Communication throughout has been extremely poor. Despite repeatedly chasing both the dealership and my case through Audi UK’s Executive Office, responses have been slow, with little evidence that anyone is taking ownership of the situation. Meanwhile, my own vehicle has remained sitting at the dealership awaiting inspection, leaving me without the use of the car for weeks.

Sadly, this follows an earlier complaint I had with Lookers over my previous Audi Q8. After the vehicle was damaged whilst in their care, leaving a dent in the door, it took numerous emails before they finally agreed to repair it. What should have been a straightforward SMART repair then turned into another frustrating experience. They kept the vehicle for almost five days, despite it spending two of those days sitting at the body shop less than half a mile away. I was repeatedly told it wasn’t ready, only for it to suddenly become “ready” around an hour later. When I collected it, the car had parts missing and was covered in overspray. This was a vehicle that was less than three years old, making the standard of workmanship even more disappointing.

Taken individually, mistakes can happen. However, after experiencing repeated issues across different vehicles—including poor workmanship, unacceptable delays, inadequate communication and a lack of accountability—it has become difficult to have any confidence in the service provided by the Lookers Group.

I expect much better from a main dealer representing a premium manufacturer. Based on my experiences, I cannot recommend them.

I only went to Charles Hurst in Portadown to have a nosey for what I would like for my next car! I immediately seen a car I loved. Glen was super helpful throughout the whole process from start to finish. He gave me great advice. I would definitely recommend going to him.

Purchased a new car from Colchester Volvo and it had various areas of damage internally. Disappointing to say the least on a £80k plus purchase. 3 weeks on and no satisfactory resolution. It's made what should have been a pleasant experience, very sour.

Lookers Stafford

Rang to request an App access issue to be looked at. They could not get me through to the service department so took details and said they would call me back.. 48 hrs later and No Call Back. Waste of time!

Fed up of these main dealers. Waste of time.

Dealing with Scott at Audi Tyneside. 10/10 I don’t think I’ve got anything bad to say if I’m honest. Everything ran smoothly! Thank you for helping us for our perfect car!

As always the staff are friendly from the reception to the sales man to the manager . The knowledge of the salesman was good and I ordered my new car again . Between me and my husband we have had 13 Audi cars from this showroom as they are always professional .

I rarely leave negative reviews, but after four visits to this Volvo dealership, I feel compelled to share my experience.

What should have been a straightforward repair turned into weeks of frustration, poor communication and repeated inconvenience.

My first appointment for a replacement key had apparently been changed without anyone informing me, meaning I took annual leave from work unnecessarily. At my second appointment, despite booking the car in for 9:00 am, it remained untouched until around 3:00 pm. I then spent the afternoon repeatedly chasing for updates, with my calls going unanswered until shortly before closing time. I was eventually told that not all of the work had been completed and that I would need to return yet again.

On my next visit, I was able to demonstrate one of the faults to the service adviser immediately, who agreed it required repair. This raised serious concerns that the vehicle had not been properly checked during the previous appointment.

Today was my fourth visit. I was advised that the work was awaiting approval from Cinch, which I personally chased and resolved by around 2:15 pm. Despite this, my car never appeared to move throughout the day. Once again, my calls to the service department went unanswered. I eventually contacted the sales team, only to be told that the service department had already gone home and that I would need to collect my car and arrange yet another appointment.

The most disappointing aspect has not been the repairs themselves but the complete lack of communication and organisation. At no point was I proactively informed that work had not started or that my car would not be completed. Instead, I have repeatedly had to chase for updates, take additional annual leave, and make unnecessary journeys back and forth to the dealership.

This level of aftercare is simply not what I would expect from a premium brand such as Volvo. I have lost several days of annual leave, incurred travel costs, and wasted a significant amount of time because of poor planning and communication.

I hope the dealership takes this feedback seriously, as no customer should have to make four visits to resolve what should have been a routine repair.

Joe was amazing—really helpful without being pushy, which we really appreciated. We're absolutely delighted with the car and couldn't be happier with both our purchase and the excellent service we received.

Great customer service. An all round great experience with knowledgable staff and a friendly attitude.

Sophie at Scotswood Branch made the service really easy. She provided us with the report really quickly and was happy to call and talk us through it. My car was handed back to me after being washed and she located it quickly and easily with no hassle. Thank you!

Brian provided outstanding service from start to finish. He explained everything clearly, answered every question with patience. He made the whole buying process straightforward and stress free. His follow-up call after the purchase to check how the car was driving was a thoughtful touch and demonstrated his professionalism and commitment to customer care.

From the moment I began dealing with the organisation and Simon at the Newcastle branch I felt supported, at ease and had everything clearly explained to me in a way that was not only very informative but benefited from having someone with your best interests involved throughout the process. In terms of buying a car a deserved 5 stars

I have bought many cars from George Milton as he is always prepared to go the extra mile for his customers. He is professional, knowledgeable and honest and nothing is too much trouble. As long as George is working at Ayr Audi I will continue to give him my business.

The service was good and when I collected my car the young man was very helpful and polite, which was more than I can say about the man who I handed my key too when I dropped off my car has he was talking about me to another colleague which I don’t appreciate

Very friendly helpful staff

Carl at lookers Silverlink always gives exceptional service. Between my partner and I, we have bought 5 cars in 5 years from him. We wouldn’t deal with anyone else.
After talking to other members of the team about what my needs and budget were with regards to upgrading my current 3 year old car on more than one occasion over that last 3 months, I almost went to another dealer as I was told it there would be nothing suitable for me that they could offer, but Carl came over as I was leaving and asked if he could look at a few things for me to see what he could do. Around about 40 minutes later he called to let us know what deals I could have all within my budget and an hour later I’d returned and done a test drive and ordered my new car. My partner also returned the following day and ordered one for himself too as the deal was THAT good.

Everything went well and Brian could not do enough to keep me informed as to updates on the service etc really happy with the way things went
Never had a problem over all the years I have had a vauxhall car

Salesman was helpful, friendly and patient. Did not try to sell me any car related products and gave me a valuation for my car straight away. It was a far quicker process compared to other garages visited. Only hope that if i ever need customer service they are just as helpful!!

Absolutely awful experience if could give no stars would be appropriate

Car in for "repair" & courtesy car for week booked after waiting for a month via Lookers Chester as that was when next courtesy car available

They had no idea what they were doing & were reading off paperwork & didn't know about courtesy car then couldn't find keys for booked vehicle!

Sent a video of faults from last visit 🤷‍♀️

Couldn't fix the fault & charged again for absolutely nothing complete waste of time so would suggest sending the correct report & video as doubt you actually did anything!

Courtesy car hardly any fuel in or charge & not what was booked out

Changed batteries in key fob last visit still not working

Collected vehicle in afternoon!

Would not recommend & will never go back there