Customer service was good but car unsuitable for me.

Wouldn’t take price off car even when there was a scrape on the bumper

Staff seemed to not know what they were doing. One staff member attended to us for half an hour then passed us to someone else and we were no further on. She then pussy footed around, left us waiting apologies for keeping us waiting, then disappeared. We were there an hour and then we left! We went to Boucher Road, Charles Hurst. There was worse. No member of staff came near us. We asked for help and we were told he would get someone. Still no one came to us. Another member of the public waked out with us as she had the same experience!!! Very very poor.

Dissapointed not able to place order in for new toyota aygo hybrid

Can you please give me a progress report ref ticket number 85725270

The sevice staff were fabulous, they couldn't do enough for me, highly professional and very friendly, especially Ryan Hill and Annie Majury.

Didn’t seem to have any interest in selling me a car. I had been 3 times and only seemed interested in a sale if it was on hp or lease not interested in a cash sale, very disappointing.

Complaint: Management of Loyalty Event and poor customer experience​Dear Sales Manager,​I am writing to formally express my disappointment following my visit to your recent loyalty event. As a customer currently on my third Charles Hurst vehicle, I attended with the intention of securing a fourth. However, the lack of regard for my time and the dismissive nature of the appointment has left me with no desire to proceed with your branch.​I arrived for my 2:30 PM appointment at 2:35 PM, having called ahead to apologise for the five-minute delay. Despite this, I was not seen until 3:20 PM. I was informed that you would be out to speak with me during the wait, yet you never appeared. Furthermore, the test drive I was assured would be available was retracted without a clear reason.​After my details were taken a further 30-minute wait for "news" on my car, I was told that my current Hire Purchase was in "negative equity." While this was framed as "bad news," the subsequent quote of £266 per month for an Aygo X Hybrid Design proves that the deal is perfectly viable—likely due to the £3,250 total deposit contribution currently available to loyal customers.​My decision to end the meeting was not "rash"; it was a response to being treated like a first-time buyer rather than a loyal client. To be left waiting for over an hour, denied a promised test drive, and then spoken to as if my financial position was a problem—only to be given a quote that proves the opposite—is not how a "loyalty event" should be conducted.​Paul was polite and professional throughout, but it was evident he was working within a poorly managed process.​I am aware that other dealers in Northern Ireland are currently offering the same manufacturer incentives. Given the lack of transparency and the disregard for my time at Charles Hurst, I will be exploring those options instead.​Regards

It was a bit of a wait before anyone spoke to us even though I had an appointment. It might be useful to have someone welcoming clients at the door as happens elsewhere

I was notified back in September that I could change my car. I went down to see and decided on a Yaris. However, I had to go through numerous finance checks. I have been a Toyota customer for around 10yrs and had never missed a payment. There was no explanation as to why I was suddenly having to go through all this. I was told if I could put a further £300 down I would be accepted for finance. I was agreeable to this however to date (04/02/26) I am still waiting a reply for the staff. I was then not notified that my finance was expiring even though I had changed my information when in around September time. I had asked for support and my agreement number from the staff in the showroom, and again I am still waiting for a reply on this. I had phoned several times and emailed and no one has got back to me. Once I have paid this car out I won’t be back to Charles Hurst Toyota on Dundonald. Horrible experience throughout this whole process and not one person has got back to me regarding anything. Loyalty obviously means nothing