Polestar UK Reviews 656

I visited a Polestar “dealer” expecting proper assistance with purchasing a car, but the staff barely engaged with the sales process. I was told they were “just there to answer questions and show you around,” which doesn’t exactly scream dealership, and the person I spoke with couldn’t answer basic questions about the differences between specs, packages, or model years/facelifts.

Despite the website showing a specific car in stock at this location, the exact one I travelled to see, I was told they don’t actually keep cars on-site. Everything is stored in a warehouse, and I could only test-drive whatever cars they happened to have available and “they all drive the same”. The whole point of my visit was to view that particular car in person, not rely on online photos.

I went home and checked online again, thinking that must be the proper route to actually purchase a car, though I was still wary about reserving something I hadn’t seen in person.

I also planned to trade in my current car, but after reserving a different vehicle online, I was told that trade-ins weren’t accepted. Because of all the conflicting information, I cancelled the order.

Ironically, the other dealer linked to my online reservation then called to say they do take trade-ins and could provide a valuation. By that point, I was so frustrated with the mixed messages and overall confusion that I decided to stick with the cancellation.

Overall, the process felt messy, inconsistent, and lacking basic customer support. It’s a shame, because I was genuinely interested in buying a Polestar. This experience has really put a damper on the brand for me. If potential or new customers are met with conflicting information, poor communication, and limited product knowledge, it raises concerns about what after-sales support would be like… especially after reading similar reviews.

My order is still showing on my account with no confirmation it’s actually been cancelled and I’m awaiting my reservation fee refund.

UPDATE still another day later no confirmation of a cancellation or when I would receive my refund for reservation, no communication since either!

Had accident 3 months ago in my polestar 4. Been waiting since then for parts from China. Polestar should not sell cars in the UK if when they need to be fixed it's impossible to get the parts. Please be warned....Customer Services say all right things but do nothing. These cars are not cheap. We are paying nearly £2000pm on a car lease scheme which includes fully comprehensive insurance. No point having fully comp insurance if parts are not available. The accdent happened 1st Sept, have contually chased for updates -very time consuming and frustrating, with lack of commitment on any time scales for delivery. Finally got an update- parts supposed to arrive from China to Sweden on 14Th November- really not interested when they will arrive in Sweden...want to know when they will arrive in UK to the garage for my car to be fixed. Polestar unable to provde this. No update from Polestar - now 17th November - no idea if parts arrived in Sweden let alone if it will ever get to rhe UK.

Please be very wary when you buy. Car looks smashing and runs well apart from some well known software problems but god help you if you have an accident or need a spare part!

I will definitely be sticking to BMW or Audi next time.

So frustrating, time consuming and costly.

Worst car company I have ever dealt with

Had a polestar 2 for 3 years the car I liked however if there was a problem forget trying to call polestar support

The car turned up 3 months late leaving me having to get another car in between and was just as bad when trying to get rid of it, number of calls to the finance company and a number of days income lost trying to sort it out. Trying to raise a complaint and can take upto 8 weeks and asking for evidence which was all phone calls which obviously I don’t record phone calls.

AVOID

Should be 4.5 - Or 9 out of 10 - for the following reasons (PLEASE FIX!!!):

1- Allow me to select a default profile OR remove them altogether. My 'guests' don't need a profile, I'm not going to let a 'guest' drive my car, it's a solution to a problem that doesn't exist. I don't have any requirement to login to my car!!!! I've had the car 2 months and only just figured out how to turn my phone into a key - the digital key syncs to the guest profile, no matter what profile it 'says' it's synced to.

2- Allow me to turn-off disclaimers when I turn off Assists.

3- Allow me to customise the shortcut buttons on the left-side of the steering wheel

4- A normal key with lock and unlock buttons

And that's literally it. I'm a former anti-electric cars-Porsche 911/Jag F-Pace driver - this car is a knock-out! It's as-well made car as the Porsche, much better than the Jag, faster and smoother than both to drive. It's ultimate GT car experience for less money. The reviewers are wrong - if you point the rear view camera at you your eyes DO adjust to it, far superior to a mirror. The P4 is unique, it doesn't fit in a class - the side profile gets better the more you look at it, it's a swept back GT profile in many ways and there is no comparison with a Macan. Firstly the Macan is horrendous to look at, it's an SUV with less space inside and a smaller boot for £30k more. The P4 is alsoa cool car. I will say I'm surprised at how quickly the battery is going down from daily use (3-4 miles max per day) - on average I lose 20% per week going to the shops/station and back, yet to do a long journey it in. We charge it once a week, capped at 80%, never dropped below 30%. Costs £7-£8 a week to charge - VS £100+ every month in petrol. Love the car - but please fix the 4 issues!!

The reserved Polestar 4 that never was...
I had been looking at P4's for some months and arranged a test drive through Sheffield Branch.
4 days prior to that I saw on car I was interested in on Polestar website, it was a high spec car delivery Jan-26 that worked well for me. I started to the process of reserving the car through their portal and had 5 days in which to pay £500 deposit.
The test drive went, the sales guy from Polestar was great and answered all my questions, I had some comparison figures for Polestar Leasing and another Leasing company that I ran past Polestar trying to get a better price. There was no flexibility on Polestar side which was fine.
Finally decided to go ahead and pay my deposit before my reservation time expired. Only to find the car that was supposedly allocated to me was now not available and had been "sold to another customer".
Im trying to understand how and why that happened and have contacted Polestar for a response.
Looking at some of the comments on customer service here, just wondering if I have just dodged a bullet?.
I wasn't sure how few stars to rate my experience with Polestar, as I have not yet been an actual customer..Although wanting to be.
Lets see what customer service come back with, I will update this chat.

I had a few niggly issues related with the Polestar and Daisy resolved and followed everything up very quickly.
Excellent service.

I had the privilege of having Adeel help me as a first time EV (Polestar) owner.
He was courteous, helpful and patient. he deserves a raise.
Thank you Adeel.

Great customer service. Josh from the Polestar customer service team has been very attentive and great at resolving any issues I had. Even after the issue was resolved he checked in again to see if he could help further . Good customer service always speaks volumes for the brand. Looking forward to seeing how the experience with the car is.

Ordered an new Polestar 4 and have been watching the updates on my account, wanted to see if I could get an update on the delivery and chatted with Daisy who was really helpful and has gone off to get me more information and will email me back. Great service & support team.

Have been an owner of the Polestar 2 dual motor for some time. And the car is not perfect. Still, I am rather happy with it. The system, while not the fastest, and with occasional glitches, I would still call reliable. The Google brain definitely helps with the convenience. The car drives well, and the range is enough for the most part. It's an 'older' EV at this point, so I am not asking it to compete with new models. It gets the job done. I've driven it to central Europe twice without any issues. Charging could be faster, but it's not slow.
The company itself, I have also had good experience with. I had spoken to the customer two or three times, and the representatives were always kind and helpful. I also chose to believe the company's environmental efforts with parts traceability, etc.

I have a Polestar 3 Performance with Plus, Pilot, Nappa and HD lights. My delivery experience was very poor (arrived with lots of scratches and key fob not sync'd to the car). I did kick up a fuss and to be fair the dealer responsible for PDI did step up, collected my car, provided another PS 3 loan car and returned it within the expected time. I was also given a Electroverse charge credit. The Polestar customer service rep kept in touch throughout.

Since then it "mostly" works really well. My issues have been fairly minor, the connection with CarPlay doesn't automatically connect, sometimes it has no mobile data connection (it usually comes back after a few minutes) and a couple of times it has lost its GPS location. This is despite the latest software update, which is meant to address these. Hopefully the next will continue to improve stability. I had similar issues with my previous Telsa a few years ago, when their platform was "less stable" than it is now.

But I've had no issues with charging or locking/unlocking the car (whether by key fob or digital key on my phone).

It is supremely comfortable to drive, is very quiet, handles very well indeed on a windy road and the build quality and materials are first rate, it's a very special place to sit. Much, much more premium than our last Model Y Performance and not a lot slower.

Economy is "ok" for something so large/heavy. I can get over 3 miles/kwh on long motorway trips, doing 60-65mph. So easily more than 300 miles, if a bit less than the 350 mile claim. Mine has 22" wheels, the 20" wheel version can do 50 miles more (and has a slightly better ride).

The B&W audio is amazing (part of the Plus pack), best I've ever had in a car by a long way, especially on well recorded/mixed Dolby Atmos content (try REM's Automatic for the People or Dire Straits, Brothers in Arms).

Some people seem to have had major issues but I've done nearly 4000 miles without anything that would want me to give it back.

Josh the customer support agent was amazing, very patient and very knowledgeable.
I had issues with Wi-Fi connectivity in my car which Josh fixed within a couple of minutes.
Thanks for all your support:-)

Excellent customer service on chat

I ordered a PS4 at the weekend and forgot to ask if it included mats.
I contacted Polestar today and Milly replied to me instantly and confirmed my car will have carpet mats.

The most beautiful car I've ever owned. The Polestar 4 has elevated my driving experience on every level. And so much better than the Tesla model 3 I'd driven for two years .The exterior looks, the interior design, the personalisable lights. It's a joy for me and my family, and we love that it turns heads.

Great cars let down by spalling customer service. It’s almost as if they don’t want to sell cars. Poor locations and using dealerships that sell other vehicles which explains the very lack lustre pre sale experience.

Have been trying to get access to test drive a polestar 3 but nearest dealership is well over an hour away and I am in the county town of Essex.

Polestar could definitely learn a thing or two about service from Tesla and they should really work on the brand identity. Trying to say they are separate from Volvo but still relying on Volvo for servicing but not allowing Volvo to stock the cars to make them more accessible for potential customers.

It is a real shame because having driven the Polestar 4 it’s it’s fantastic - if only the rest of the brand lived up to the product

So this is the final update on the car given it’s been returned and the lease company have thankfully reimbursed me my payments. I only started to see any sort of movement once the ombudsman was involved. Whole experience with Polestar Customer Service was diabolical from start to finish. My case handler was totally disinterested and did nothing to help me during the time the car was off the road. Key points worth mentioning are:-I haven’t received any compensation from Polestar this is despite me being without any transport for a good proportion of the time the car was of the road. In fact I never received any sort of apology for what I experienced, nor did I get anything for the my personal belongings which were in the car with Polestar claiming there was nothing in the car. Out of sheer desperation I asked to speak to Emily King who is their Head Of Customer Service but was told she doesn’t speak to customers. (I would really like the opportunity to have spoken to her). It’s been such a horrible experience, exceptionally stressful, financially damaging and bitterly disappointing. I wish anyone the very best of luck if they ever have to deal with Polestar Customer Support you really do have my utmost sympathy.

I was lucky enough to be dealt with by Josh at Polestar customer services. It’s solely due to his individual ethos for customer care that he help me with a long running care issue that he saw out to conclusion. Polestar need more colleagues like Josh who take customer care seriously and appreciate there is a high level of expectation on all aspects of the Polestar experience, given the premium brand segment it’s trying to break into.
In more general terms, the experience of owning the Polestar 3 is best described as mixed. The car when it works is a dream and more than competes with comparable models in this segment. However it’s completely let down by the software. It’s only a year on that the software is largely now stable though basic advertised features of a £80k+ car don’t work.
The other thing that lets Polestar down is the service model. They rely wholly on Volvo and as of now, Volvo aren’t really up to speed to deal with the volume and complexity of warranty issues.
Polestar has so much potential, but if it’s to be a premium brand that competes it needs to compete across all areas, having a well engineered amazing car is not enough.

No answer on phone to Biscester Dealership or indeed Bristol for approx 15 minutes ring time
Automated call hold on the support line with reported waiting time increasing from 5 minutes to 10 minutes to excess call volumes to 20 minutes at which point I gave up. No wonder they are reported to be losing money hand over fist

I can’t fault the car, yes improvements need to made on the software front and more updates need to happen more often, everyone will agree to that, BUT it’s the way in which the Polestar customer service assistant handled my complaints that stuck with me. To the point I’ve had that much hassle with the car with repeated faults returning that the polestar customer service guy called Josh has become a good friend of mine over the last year.
He’s went way past that point you should go to get results off Volvo dealerships and pushed them to fix my car. He’s followed up with them for answers, booking in dates, courtesy car provided, compensation, refunds and chased managers for answers. Now that's a good person to have on my side for sure !
All I can say is thanks Josh for all your help over the last year, I think we finally got there with the car as well but as you know and seen the photos it’s gone now and been replaced.
I think the Polestar are lucky to have a person like yourself to front the brand and represent them. Not many people would push for answears like you did 24/7 and for that I thank you. I just hope your bosses realise what an asset you are to them as there ain’t many like you pal, you should be the one that trains the next generation of customer service people, now that would be something special, a load of mini Josh’s helping people out.
I hope you actually get noticed I really do 👍