In November 2025, I reserved two cars at your Bishop Strotford branch with Sales Executive Omar Iqbal. After viewing both cars on 30/11/2025, I decided not to proceed as one car (FM69ZLV) had a strong smell of smoke, which the Sales Executive admitted to, and the other one (KR70KYA) had multiple scratches on the central console screens.On the same day, Omar confirmed by email that I would get refunded for both reservations for a total of £500.After checking my bank account a week later (20/12/2025), I noticed that I had only been refunded for one reservation fee (£250). I immediately called the branch and spoke to another sales representative (whose name I can't remember) as Omar was not working. They told me they'd look into it with their manager and that they would have called me back later that day.Ten days later, I still had not heard back. Therefore, I decided to call back in the early morning of 30/12/2025. I spoke to another sales representative (I believe their name was Will) who, again, told me that they would look into it and call me back later that day. At midday, I called them back myself and they said it was all sorted: I would receive my refund within 3 working days.As of today (06/01/2026), I have yet to receive the refund. I emailed Omar (the Sales Executive who initially dealt with my enquiry), who replied to my email asking to confirm which vehicle I had not been refunded for. I promptly replied and let another working day go by before calling him back at 4pm to ask for clarification. He told me that the refund had not been issued on 30/12/2025 as his colleague Will had told me over the phone. Omar said he had passed on the request to the finance team today and that I 'should' receive it tomorrow as "the smaller the amount, the quicker it gets processed, so you are lucky".Under the Consumer Contracts Regulations, a refund for a cancelled service must be processed without undue delay and within 14 days. We are now at 37 days, which is a clear breach of my statutory rights. Furthermore, Section 49 of the Consumer Rights Act 2015 requires that services be provided with 'reasonable care and skill.' The repeated misinformation I received from your staff - specifically being told on 30/12/2025 that the matter was 'sorted' when it had not even been sent to Finance - demonstrates a total failure to meet this standard.I am now requesting the immediate return of my £250. Beyond the refund, I find the lack of professionalism and the tone of the communication I have received to be unacceptable for an approved Land Rover retailer. I look forward to hearing how you intend to rectify this situation and what steps you will take to restore my trust in your branch.

My son purchased a Discovery YC69 YTY early last year for about £38k with just 28,000 miles on the clock. It has been back in with Lookers for around 3 months since then and first developed faults within days of being purchased. These faults continue. He persevered having been told Lookers would take the car back if they could not completely fix everything.Before Christmas Lookers had it for 6 weeks and told us the car was fine, the turbo and dpf had been checked and it was back working. That was the 18th December. Just days later a turbo and the dpf needed replacing as the car failed again.He has been told now that Lookers believe the vehicle is fit to be driven again and no further investigation will take place. However, the approach of simply replacing parts will not solve the underlying cause of the problems and there is a strong chance of engine damage and a repeat of the problems over the next 12 months by which time the car is out of warrantyThere have been numerous other faults to do with brake discs, aircon and rear windows wiring, and it is simply too many on a car of this age and price, especially if it really went through the Lookers pre-purchase checklist. (It originated at Lookers in Scotland not Bishops Stortford)We believe a full refund is due as the car sold was not as described but have been told to expect a £7k loss. I really do not wish to go down the legal route but it is in Lookers best interest to resolve this amicably and quickly by refunding the purchase price.He needs a vehicle of this size as he transports dogs regularly to training and he would consider buying another vehicle from you but has lost confidence in this one as the probability of breaking down with dogs in the car is too great and the consequences could be very serious.I am waiting for a full service history and pre-sale checklist as well as a new proposal from Lookers to refund the car cost but want this matter resolved this week and felt it was appropriate to raise with the head office to try to reach an amicable solution.

This is purely about the after sales service over a minor issue that hasn’t been dealt with and could escalate. I’m am very happy with the sales service and my discovery sport however a piece of door trim is loose. Following contact on your generic number on 5th dec about this I was assured an email was sent to the service team who didn’t contact me I chased a week later and after the intervention of the sales executive Rob Haigh I was called back by Kyle on 11th dec I explained the issue which I was sure was some faulty clips. An appointment on 15th was agreed for what I thought would fix the issue this was several days later. When I came Kyle took the car to the service team who confirmed it was a broken clip. But rather than fixing it Kyle said the clips had to be ordered and due to the Christmas period he couldn’t say when this would be. I explained I was driving to Spain on 29th dec for 3 months and wanted it sorted before i left. On 23rd I contacted Rob again for his intervention and he advised the service team had left for Christmas but he would email them all so someone could contact me on Saturday 27th when they were back. Needless to say there has been no contact at all. During this time I looked up the part and ordered 50 trim clips which arrived less than 24 hours later I’m not sure how to fit them but then why should I when the car is under warranty and you were fawning all over when I was buying the car. Your good sales service has been let down badly by your shoddy after sales service team. I’m leaving tomorrow at 6am so any further communication should be by email and if the trim falls off while I’m in Spain I will expect you to compensate me.

I am owed £250 from the 28th November for a deposit from a log book. I was told that funds had been released on the 28th yet still to recieve. I was never told that this would take 10 working days until after and I am shocked that it should take this long... that said it is now day 13 and no sign of funds, no pending payment and no reponse from my daily emailsThis is on my credit card that I am now being charged interest on, it is just over a week until Christmas and I really need the funds returning asap

I purchased the vehicle from Lookers land rover Bishop Stortford. As I reside in SW Scotland it was done online and selected approved used land rover for the purchase so I had the reassurance that the vehicle with be delivered in pristine condition, it is not!In the first instance the delivery was delayed twice and very last minute at great inconvenience as I was left without a vehicle which impacted me being able to attend meetings with my clients, but I can get past that. When the vehicle was delivered albeit two weeks late it was left with barely enough fuel to get me to a petrol station, there was a strong smell of stale smoke when I got in and the driver side window controls finish was all peeling off looks very used. There are multiple paint defects to the exterior that have not been addressed, which could have since they had it two additional weeks. I feel this vehicle has not been thoroughly inspected and prepared to a standard I would expect from land rover.Other issues, no service history document, or owner’s manual issued with the vehicle, no V5C new owner slip issued so how do prove I’m the new owner as I await new V5 from the DVLA. The InControl app was still assigned to the previous owner so unable to access the full functionality, finally got Incontrol access resolved today by all subscription services are showing as expired not usable?I have issued my concerns by email to salesperson Paige Evans (who was helpful) who has now referred them to Mohammed Adbi used sales manager. I’m still awaiting his final proposal to deal with the issues, but initial discussions have involved being sent an odour vaporising device to do myself and me taking the vehicle to Volvo dealer in Glasgow to carry out paint repairs?This is not what I expected from land rover customer care and highly disappointed thus far, I feel like I’m a dealing with a back street used car garage and not a land rover dealership

I am writing to follow up on my previous correspondence and to formally record the latest developments regarding the ongoing matter with my Land Rover Defender 110 (registration J88 NDM).Earlier today, I received a call from Helen at VOR Jaguar Land Rover Assist, demanding that the hire car I currently have to be returned no later than Thursday 4th December and that failure to return the vehicle would result in legal action. Helen was extremely insistent that the car must be taken back, despite me making it clear that I had not been updated by JLR on my complaint and also failing to take into consideration the safety concerns with my car.Although I have received acknowledgement of my formal complaint from JLR Customer Relations, the issue remains unresolved by either Land Rover Hatfields or Land Rover Bishop’s Stortford.When speaking with VOR Land Rover Assist department on the 18th November at Bishops Stortford regarding the Hire Car, I was offered a pre-paid taxi to get home, this was not accepted.The hire car was then provided to me and I was informed that the repair work should begin on the 5 December—something I have in writing. This, I thought, would give me time to contact you to get this matter resolved, I also made it clear to Mr Ali at Bishops Stortford that due to the severity of the matter and the faults with the car I will not be driving it again.As previously mentioned, Land Rover Bishop’s Stortford has stated that an email had allegedly been sent “by myself” to request that the work was to go ahead on Monday 24th November. This email did not come from me, and I did not agree to any repairs listed on the Health Report.Given the request for the car to be returned this coming Thursday, I will now be left immobile and unable to carry out my day to day work commitments.As this matter has now been unresolved within the last 14 days, I will be forwarding this complaint to the Financial Ombudsman and also seeking legal advice regarding Consumer Rights.Given the seriousness of the situation, the conflicting information I am being provided, and the unacceptable delays, I request urgent clarification and immediate action from Land Rover Customer Relations. This situation is causing significant personal, safety, and financial impact, and I expect this matter to be prioritised accordingly.I look forward to your prompt response.

On 18 November, I attended Land Rover Bishop’s Stortford following a complete loss of power in my vehicle the previous evening, caused by a failed battery and alternator. I was seen by Mr. Zeeshan Ali, to whom I made it explicitly clear that I would not be driving the vehicle again due to serious safety concerns arising from the incident. I also informed him that I would be contacting JLR Finance regarding the matter.A Health Report was issued on 21 November, confirming multiple electrical failures. Despite my clear instruction that I would not be authorising any work until I had received a response from JLR Finance, Mr. Ali proceeded to contact me on three separate occasions requesting authorisation for the repairs. On each occasion, I reiterated that no authorisation would be given at this stage.On Monday, 24 November, I then received a call from Mr. Ali advising that my vehicle was “ready for collection” as the repairs had already been completed. When I asked who had authorised these repairs, he informed me that I had done so via email. I can categorically confirm that no such email exists, nor have I had any telephone conversation authorising the work.I have now been informed that the hire vehicle must be returned immediately, leaving me without transport and unable to carry out my daily commitments. This situation is unacceptable, and the unauthorised work carried out on my vehicle raises serious concerns about process integrity, communication, and compliance with customer consent procedures.

Dear Lookers Head Office,I am writing to raise a formal complaint regarding the ongoing lack of communication and lack of resolution from Lookers Bishops Stortford concerning my Range Rover Velar (registration EO23 LDE).I purchased the vehicle new from Lookers Bishops Stortford in 2023 and, since then, I have experienced the same recurring fault with the EGR filter which has resulted in 14 Roadside Assistance call-outs to date. Despite repeated attempts to engage with the dealership, I am still without any meaningful progress or clarity on how this issue will be resolved.I was advised to deal with Jennifer, yet responses were extremely slow and I have since discovered — only through my own investigation — that she is actually on maternity leave. I have also been attempting to reach Kingsley for an update over a period of time, but calls and emails have not been returned and no communication has been received. I can provide a full breakdown of all emails sent and also the breakdown dates etc.Given the long-standing nature of this fault and the approaching expiry of my manufacturer warranty, I urgently require confirmation that, as an interim measure until the diagnostic work takes place in January, Lookers will provide the most comprehensive extended warranty cover for at least an additional year at no cost to me. This is not the full resolution I expect, but it is necessary to ensure I remain protected while investigations and discussions continue.I am extremely disappointed by the lack of communication, the absence of consistent support, and the fact that after 14 breakdowns for the same issue, I am still without a clear, proactive plan from the retailer who sold me the vehicle.I would appreciate a written response confirming next steps and details of the interim warranty cover as soon as possible.Kind regards,Denise Hockin

Ticket 82023471 & Ticket 81337669 please respond to this & my previous requests & complaints to resolve the two issues.I've even phoned your complaints, spoke with a young chap who said it would be actioned...no results do far!? 24.11.25

I am writing to express my concerns regarding the service I have received during the purchase of my Range Rover Velar and to request your support in resolving a number of outstanding issues. I fully appreciate that busy periods and unexpected disruptions can occur, and I have been patient throughout the process; however, the repeated delays, missed commitments, and communication issues have left me extremely disappointed and anxious.Please see below a timeline of events that have taken place.Timeline of EventsSunday 19 OctoberI viewed and test-drove the vehicle and paid a £1,000 deposit to secure it. Your sales advisor, Will, agreed to send over the full vehicle specification on Monday.Monday 20 OctoberNo information received.Tuesday 21 OctoberI called to chase this, only to be told it was Will’s day off. I was assured he would call me first thing on Wednesday.Wednesday 22 OctoberNo call received. I chased again, was told he would call back, and again heard nothing. Only after chasing a second time was I finally able to speak with Will, who apologised and promised the specification would be sent the following day.Thursday 23 OctoberNo specification received. No communication from Will.Friday 24 OctoberAgain, nothing received. I called and informed Will that due to continued lack of communication, I wished to cancel the purchase and requested my deposit be refunded. Later that day, Will called back asking for a second chance and promising to “put a package together” to regain my trust. I reiterated the urgency, as our lease vehicle was due to be collected on Wednesday 12 November.Saturday 25 OctoberEmail exchanges regarding pricing took place. I again requested the specification and was told it would be sent on Monday.Monday 27 OctoberNo specification received. Only after chasing Will did he apologise and claim the delay was due to a “cyber attack” — something never mentioned previously despite repeated requests. He also informed me that Mo, the Sales Manager, would call me the next day, and mentioned the bumper had been “cleaned up” and the alloys refurbished.Tuesday 28 OctoberI received no call from Mo and had to chase again. I was told he had called me, but I had no missed calls at all.This was the first day the full specification was finally sent to me — nearly 10 days after the deposit.Wednesday 29 OctoberI spoke with Mo and we agreed a final price, including the alloys being black-dipped and the Black Pack being added to the front and sides. A provisional collection date was set, as our lease car was being collected on 12 November.Thursday 30 OctoberI paid the additional £7,000 as requested and emailed Will to confirm.Following this, several emails were exchanged regarding paperwork, tax and final checks. I was advised the car only needed minor adjustments and would be ready shortly.We verbally agreed collection for Friday 7 November, so I arranged road tax and took out my car insurance accordingly.Friday 7 NovemberOn Friday afternoon — after chasing for updates — we were told the car was not ready. Lookers even asked Rommy if he was collecting the car to take it for the wheel treatment as when he called they thought he was the collection driver, despite us not being informed that collection was no longer going ahead.Collection – Thursday 13 NovemberRommy collected the car on the rescheduled date. Upon collection, we discovered that the agreed Black Pack (front and sides) had not been added. Staff checked the worksheet and confirmed the car would need to come back the following week for the work to be completed.To date, we have heard nothing further.Outstanding Issues With the VehicleSince collection, the following issues still require urgent attention & have been identified:Condensation inside both front headlightsA gap in the passenger-side door sealTail light crack.Front sensor seems to be not working.Rear bumper touch-up work not completedBlack Pack (front and sides) not added as agreed no communication as to when this will be carried out.No follow-up communication to arrange completionThe need to return the vehicle, which leaves me without transport — despite the original collection date being confirmedAdditional financial impact due to activating insurance and road tax prematurely based on Lookers assurances.Logbook (V5C) not received – I have not been sent, nor received confirmation of dispatch for, the vehicle’s logbook. This means I do not currently have the legal paperwork confirming ownership of the car, which is completely unacceptable.What I Require Moving ForwardIn the spirit of resolving this matter constructively, I kindly request the following actions:Completion of all outstanding work, including Black Pack installation, bumper rectification, door seal correction, and resolving headlight condensation. And all other items listed above.A courtesy car or suitable temporary vehicle while the work is carried out, as I would otherwise have no means of transport.Prompt confirmation of dispatch for the logbook (V5C), ensuring I have proof of legal ownership.A written explanation for the repeated communication delays and missed commitments.Details of compensation to reflect the inconvenience, delays, and additional costs incurred.A single named point of contact assigned to this matter going forward, to ensure clear and consistent communication.Please note that I am maintaining a complete record of all communication, commitments, and events related to this purchase to ensure full transparency.I genuinely hope that we can resolve this quickly and professionally. I would much prefer for the agreed work to be completed so that I can enjoy the vehicle as originally intended. With clear communication and prompt attention, I believe this situation can be resolved positively.I kindly request acknowledgment of this letter within 48 hours, along with confirmation of the next steps to address all outstanding issues.Thank you for your time and attention. I look forward to hearing from you soon.