Our family has spent almost £90k in cash on 3 cars with lookers Sheffield in the past year. Our most recent experience was horrendous.Jay, our sales rep was very friendly, easy to talk to.Savio, his senior manager, is the total opposite and not at all what I would expect from a customer facing senior sales manager. Very quick to push the blame onto Jay or back to myself, but not willing to take accountability for the issues we’ve had with the car (from the first viewing on Saturday, to the minute we drove it home, and the few hours later from what we discovered)..1. Chip on windscreen, nobody told us about it, we didn’t notice it when we viewed on the first Saturday as it was raining, so appeared as another water droplet on the screen. I was not given the keys and the car was not turned on. (we were not allowed to test drive the car as it had a flat tyre. It did have a sign on saying drive away today though which was ironic). I spotted this within a minute or two from leaving the dealership when we collected this (first drive, raining, when the wipers cleared the screen there was a clear mark remaining which turned out to be a stone chip) I immediately called to speak to our sales rep and let him know, got through to a lady who said she would pass on the message and get them to ring us back, no call back, so I sent an email when I got home with all of these points detailed out.2. Mould under rear seats, again, not something I would specifically look for on a 74 plate car with 4000 miles on it, especially from a Ford approved dealership. There was mould/residue around the plastic where the seat belts plug in, which made me look further and discovered lots of mould under the seat.3. Scratches down the front passenger side of the vehicle, I probably wouldn’t have returned for these as they would likely buff out but given the other issues I felt the need to mention them. (We pointed these out to the sales rep on the Saturday and he assured us that they would be sorted, upon collection reassured us they had been (again, it was wet and rainy when we collected it) and didn’t get a chance to inspect the car before we sat down for 2h completing paperwork and paying for the vehicle.When speaking to Savio on the phone the next day, again, nobody called me when I had emailed with the issues so I called to follow up with it, he said that we had multiple opportunities to inspect the car and that we accepted it, that they’ll take it back as “good will” but that they didn’t need to… basically pushing the blame on us for accepting the car with a chipped windscreen and mouldy rear carpets. Regardless, we agreed that I would return the car on Wednesday (28.01.2026) for the work to be Carried out on the 29.01.2026 for me to then collect it again on the 30.01.2026. He arranged a courtesy car & scheduled in the windscreen repair guy. We also agreed Wednesday because he would be there and wanted to look at this and see it for himself. When I arrived he was not there and did not make himself available, Jay came and looked at the car with me so I could show him the issues. He tried to call Savio but there was no answer. I told Jay I would be back on Friday afternoon, around 1:30 to collect the car after I had finished work.I picked up the courtesy car which was full of rubbish (used coffee cups, empty crisp & sweet packets), had no screenwash & no fuel or battery charge, I had to stop and get fuel to be able to get home.I called this evening (29.01.2026) to check that everything had been done as discussed and to make sure that I didn’t waste a journey on Friday collecting it if it wasn’t ready, Savio then told me the windscreen repair had been done, but nothing else, as he had assumed that I would be collecting late Friday before close, when we had discussed Friday afternoon, I told Jay 1:30-2pm & in my email also said Friday afternoon.I had a long conversation with Savio about this as I’m not happy with any of it, his solution was to leave the car over the weekend and collect next week which isn’t easy for us, we don’t live close & with work & childcare we can’t just come up any evening, and we also would rather use the car we’ve just bought rather a courtesy car full of rubbish with no screenwash for another week or so. Somehow it went full circle to us having multiple chances to have inspected the car and that we didn’t spot the chip on the windscreen either which was completely false. Minutes into driving the car I spotted it and rang (we left just after 4pm on the 21st and I rang at 4:16pm to let them know about the chip on the screen). Again, Savio went on to say “we’ve not asked you to cover the cost of any of these reparations” as if that would ever have been required, but wanted me to again know that they didn’t need to do this because we had multiple opportunities to inspect the car.I find it distasteful that a Ford approved dealership cannot take accountability for failure to properly inspect their own vehicle prior to sale (chip on windscreen & mould) and then go on to say it is the customers fault and that it’s a good will gesture to rectify.At this point I no longer wanted to speak to him as I felt it wasn’t going anywhere, and I was being accused of not noticing these things myself when I spotted it minutes into my first drive of the vehicle. I asked to speak to a more senior manager and was told that he was the senior sales manager. I asked for a general manager and was told that none are available, I then requested a call back from one to discuss this situation so it will be interesting to see if that happens as I’m not convinced he took the request seriously.He continued to say that if I wanted the car back tomorrow (30.01.2026) that I could come but they might not have chance to clean it & get everything done as agreed. I want the vehicle so we agreed he would “try” to prioritise it so that it was ready, but mentioned that there were 12 other cars going through tomorrow so I wasn’t a priority.He also said he would get one of the sales reps to put £25 fuel in for “the inconvenience” which I find comical, I’ve lost hours of my time & had an appalling experience buying a used “approved” car from a Ford dealership, again to reiterate a 74 plate ford direct car with 4000 miles on it.We will likely never return to Ford Lookers.

Number of events customer scrape car due to rear sensor not working. Vehilce was booked for service but was told he could not have sensor check at the same time. the health check report the brakes pads and discs were reported green- after a couple of weeks and low mileage the brakes pads had worn out and damaged discs. summer 25 customer fund corrosion on wheel arch which had been repaired few mths earlier . Branch said it would be covered by warranty but when it went in to ford approved body shop he was told as a smart repair was done on wing it has invalid the warranty on wing- In December the rear sensor start to fail again. David Critchley very kindly help get this sort, also steering wheel right hand button were replace incorrectly (not the correct part) customer had to return to branch again to for many of times and on one visit his car was blocked in with other vehilce so had to wait till the staff moved all vehilce Customer is asking for help towards the cost of wing repair. Customer is looking for Help from lookers to towards the cost of rear wing repair/replacement. Customer would prefers email contact .

Fault on vehicle not resolved and still recurring. Second gear sometimes too stiff to shift into and therefore making vehicle unsafe.Further complaint regarding my vehicle still not being registered at my home address and is instead registered to a previous address. This was raised when I purchased the vehicle but I was told to sign the relevant documentation anyway but has not yet been resolved.

Fleet Assist - We have had a complaint raised regarding vehicle, AV72UBF this vehicle was booked in for a safety recall and the site cancelled this at last minute on 23/01 advising the update is not yet available. The customer just wished to provide feedback that a sooner notification would have been appreciated.

Your manager in sales Charlie was very confusing and made promises he couldn’t keep, which in the end put us off getting the car we really wanted, which was frustrating. It was a very uncomfortable service once he got involved.Connor was fabulous though.

Dear Lookers Ford Customer Services Team,I am writing to formally complain about my recent experience with Lookers Ford, which has been extremely disappointing and frustrating from start to finish.I initially brought my vehicle in for diagnostic work, which I was advised had been completed. However, upon collecting my car and returning home, I discovered a large scratch across the bonnet that was not present when the vehicle was handed over to you.I contacted Lookers immediately, and to your credit, the issue was acknowledged. I was booked back in without issue, provided with a courtesy car, and the scratch was repaired. I was then contacted and advised that my vehicle was ready for collection.Due to work commitments, I informed your team that I was unable to collect the vehicle on the day I was contacted, but that I could attend on the Saturday. I was explicitly told this would not be a problem and that the service department would be open until 11:30am. As a result, I took half a day’s leave from work to attend.I arrived at Lookers Ford at approximately 10:00am on Saturday, only to be told that the service department was closed on weekends. The individual at the sales desk was unhelpful and had a noticeable attitude. After contacting someone from the service department, I was informed that my keys had been “put away.” Unfortunately, the sales representative was unable to locate my keys and told me there was nothing that could be done, instructing me to return on Monday.On Sunday, I contacted Lookers again to explain that, due to work commitments, I was unable to attend on Monday. During this call, I was spoken to extremely rudely and told that this was “not their problem,” and that the courtesy car needed to be returned as the insurance on it was running out. I explained that the situation was not of my making, as I had attended at the agreed time on Saturday only to find that my vehicle was not available and the service department was closed contrary to what I had been told.As a result of the lack of support and flexibility shown, I have since had to independently arrange matters myself. I have now managed to get in contact with someone from the service department who has agreed to bring my vehicle to my work location and exchange it with the courtesy car. While I appreciate this solution, it should be noted that this arrangement was only achieved after considerable effort on my part, and not as a proactive resolution from the dealership.This entire experience has caused unnecessary stress, loss of earnings due to taking time off work, and significant inconvenience, all stemming from incorrect information provided by your staff and the poor standard of customer service I received.In light of the above, I believe it would be appropriate for Lookers to offer compensation or a goodwill gesture to reflect the time lost, inconvenience caused, and the manner in which this situation was handled. I would appreciate details of how you intend to address this matter and prevent similar issues from occurring in the future.I look forward to your prompt response.

You did very well vehicle is great and delivered on time.Staff were polite and brilliant to deal with.

It might have been more than one if someone from the dealership had actually responded to my enquiry. As of today no acknowledgement in any shape or form whatsoever! Needless to say we have looked elsewhere. Here’s a top tip, don’t send surveys out unless you know someone has actually communicated with the potential customer.

I have always had a good relationship with this dealer ,we couldn’t get a deal done this time . But perhaps in the future

Clicked link for more info on a specific car advertised on your site. Chose Gateshead received a call from Gateshead to say they don’t sell new cars (why have Gateshead as a choice?) asked if Sheffield could contact me. I confirmed only wanted to know if stock at price advertised was still available instead get a call . Why not just reply to the question posed?