Because your salesman tried everything to sell me a car.

The car we wanted to test drive was not available

Had to wait about 10 minutes before meeting sales rep. even though appointment had been made. Otherwise fine, although the Q2 in question did not meet the requirements on ride comfort

Good customer service

I am emailing to raise your awareness of my current situation with buying an Audi A3 from one of your franchise groups - Lookers Audi Guildford.Unfairly, I have not been refunded the full amount of my car purchase price. Audi Guildford are withholding the cost of a rear view camera which they fitted.The email trail is below, but in essence the Guildford manager wants to withhold the refund citing clause 1.3b in his terms of business.In my circumstances I do not think this clause applies. If you could hear my request and support me in resolution that would be greatly appreciated.My view:I fully expected the camera ( which they had agreed to fit for free ) to be part of the deal and therefore protected by the 14 day cooling off period.I would not have agreed to the sale or transferred money over if I thought it was exempt.It did not state on the sales letter or the order form that the camera would be a separate transaction and exempt from the 14 day cooling off period. So I would have no reason to think otherwise.For further context:The sales executive suggested they fit the camera - I agreed because my current car has one and I think they are useful.I hadn’t had a chance to test drive the car or see it in person because I live in Newcastle, so the only way I could test drive it was to get it brought up to the Newcastle Lookers branch. Hence we discussed offsetting the cost of the camera against transport costs.I also discussed my concern over the size of the engine and the sales person assured me the 1L would be fine but advised I get a test drive in - which I did. Once I had a test drive on a car in Newcastle I realised the 1 L was too small for my preference so got back in touch as soon as possible to cancel the order before they arranged transport etc.It was only at this point that the sales executive informed me that I would have to pay for the camera because they had fitted it already at my request.I feel that Lookers Audi Guildford we’re not being fair or responsible towards me, by encouraging I get a camera that they would fit for free without any reference to having to pay it back should the order not proceed.In the clause 1.3b which they are using to justify withholding my refund. It states “(subject to the company being obliged to reasonably mitigate its loss) recover from the customer all resulting loss or damage arising from non-payment of the total price”I think it is reasonable for the customer to be told in advance if they expected any changes to be paid for. I think it reasonable that whilst I was waiting to take a test drive they waited before fitting the camera and the double checking I was fully happy with the car and camera and aware of their expectation of me paying if I cancel, before they went ahead and fitted it. And whilst I was having the conversation with the sales executive “ what if it gets to Newcastle and I see it in person and don’t like it” His reply was , That’s fine , we simply won’t complete the transfer of ownership document and you,ll get a full refund”I presume these conversations are recorded for training purposes and I give full permission for you to request the recordings so you can hear for yourself.Also this clause refers to loss and damage. There is no loss on thei part because they still have the camera. They still have the car.They are free to uninstall the camera and fit it to a different car or keep it on this one.There is no loss to them or damage as it’s not left their forecourt.So I really can’t see their justification in withholding my money. It’s an online purchase which has been cancelled 4 days after it was placed. (And the 14 day car return does not actually start until I have taken receipt of the car.)I would really appreciate you investigating this with Lookers Audi Guildford on my behalf with a view to instruct them to give me a full refund.It’s hard to put into words how upsetting this has been so I’ve kept to the facts.Thank you in advance,Kindest regardsLucy Kyle18 Dene TerraceWalbottleNewcastle upon TyneNE15 8HXM: 07540825616E: lucykyle2004@hotmail.com

Car originally serviced 24th October 2025. (Service advisor Jack Webb-Mundy).Fault advised before booking, but upon servicing, advised part needed to be ordered to rectify fault.Initial delay in obtaining part, but eventually booked to have part fitted 29th December.Morning of 29th December, Audi Guildford cancelled the booking (1hr before I was due to drop the vehicle off). Advised part would be available following week, and Audi Guildford would advise when it arrived. Despite having called repeatedly throughout January (3 times just last week), no update, constantly told nobody available and that I’d get a call back. Call back never received.02/02/2026 called again, told parts department have no record of part, and again told I will receive a call back from servicing team (Jack Webb-Mundy). Still awaiting call.3 months - no part, terrible communication, continue to have a fault on vehicle, and can’t get a call back (or ideally someone to answer my call in the first place) to get the problem sorted.It’s just woeful customer service, and reflects terribly on both Lookers and Audi.

PPor customer skills too process driven and spent a lot of time telling the customer instead of listening and helping

Grant has been excellent and very quick on response and have given great detailed information.

I don’t know what this feedback requests related to - whether my service booking which I don’t know if I have a booking or not, or if this related to your wanting to sell me a car which was triggered by me checking the valuation for my car.

I had booked an appointment to view used A3s and was waiting for 40 minutes to see a car. I saw three dealers the same day, a busy Saturday, and Audi was the slowest and least interested in my business.