Some Ideas for your business:1) Invest in luxury/ better coffee machines/ tea bags - for guest waiting areas (they look really cheap! not really welcoming people wanting to stay to engage with your brand/ check other models)2) Change your flooring to make it more into luxury feel - looks very hospital like3) Invest in some wall arts for your lobbies / make it more premium4) Train your staff (overall)!!! from (a) how they dress/ come across (b) how to solution sale based on life-styles - not to make it too salezy but sell an experience (c) how they should all speak to customers- Be accurate and factual (no faff and no mis-selling)- Remember respecting time of the people who come there- Deliver right quality work (do your homework and pre-qual/ check before returning the cars)- Run call listening on CS team to ensure they dont mis-represent and how they can improve5) Get your curtesy car fleet numbers right!!! 3-6 months wait time?6) Wash the car before returning.7) Make your websites is easy for customer navigation and contact email address (it looks very 80ties that hasn't moved up with technology)8) Why hide management emails/ who key people in office are? share them and have a dedicated PR team to address issues (this would really help build up your business from common feedback themes/ builds trust (you could even make up names for chief customer officers - somewhere that people can engage with??)9) Get far better/ faster wifi in your lobby/ guest zones - ever thought of landing them to Landrover page and sharing them new models videos? drive PRs? or upsell surveys on products they dont have (using AI content rotation/ learning models)10) Random curtesy calls from Management to customers to check experience - goes along WAY!Highly suggest your management having a trial / visit to other luxury car brands and build on learnings/ experiences. - at the moment it feels Lookers is rather becoming "out-dated" and it needs "optimisations and a revitalisations"

My experience with Land Rover and Lookers has unfortunately fallen significantly below the expectations I had when purchasing from a premium luxury automotive brand.While the vehicle itself is overall a great car, the aftersales experience, communication, and handling of ongoing issues have been disappointing and stressful.Key concerns1. Poor communication and inconsistent informationThroughout the ownership journey, I received conflicting and inaccurate advice from different teams, particularly from customer service call centres. Examples included:Being advised not to use the vehicle due to airbag safety concerns and potential insurance implications, which later turned out to be inaccurate information.Being incorrectly informed by call centres that there were no customer waiting/work areas available at the branch, causing unnecessary disruption to my work commitments.Repeated inconsistencies around repair status, timelines, and appointment availability.This raises serious concerns around staff training, communication standards, and customer care processes.2. Ongoing reliability and quality concerns shortly after purchaseI purchased the vehicle in late 2025 from the Battersea branch and collection was delayed to allow pre-handover issues to be resolved, including dashboard warning concerns and cosmetic preparation.However, within a relatively short period after purchase, several issues arose, including:Airbag recall noticesPersistent battery fault warningsSoftware update/install issuesElectrical reliability concernsA loose side mirror that had not been disclosed during the sales processDespite the vehicle remaining with the branch for several days and assurances that all issues had been resolved, the battery fault warning reappeared again shortly afterwards — resulting in me becoming stranded roadside with an elderly disabled family member and needing roadside assistance.3. Poor ownership experience despite purchasing additional protection productsI purchased:Extended warranty coverAdditional service plansManufacturer-backed support productsThis was done in good faith to ensure peace of mind and reliability.It is therefore extremely disappointing to now face discussions around substantial repair costs (due to battery issue) only months into ownership, particularly where the issues appear to have existed or developed very shortly after purchase.4. Delays and lack of proactive customer careAppointments were significantly delayed due to parts shortages and scheduling limitations, resulting in months of uncertainty and inconvenience.Given that I have an important European road trip planned with family members travelling internationally to join us — including travelling with a disabled family member — reliability and confidence in the vehicle are critical.I would have expected greater urgency, ownership, empathy and proactive support from a premium brand in resolving these concerns.Overall feedbackMy concerns are less about a single fault and more about the overall customer experience:Poor communicationLack of consistencyWeak aftersales coordinationInsufficient quality assuranceLack of confidence in repairs being fully resolvedI believe premium brands should be judged not only by the quality of their vehicles, but by how they support customers when issues arise.At present, the experience has unfortunately not reflected the standards I would expect from Land Rover or Lookers.I hope the business reviews this matter seriously and works towards a fair and customer-focused resolution.Kind regards,Armik Rahnema

Ref: LE23RVJ – Land Rover Defender Estate 3.0 D300 75th AnniversaryI purchased this vehicle in July 2022 from Lookers Land Rover Battersea (now closed).Following a recent query regarding the absence of a Guaranteed Future Value (GFV) on my original agreement, I requested a copy of the agreement from Black Horse.Having reviewed the documentation provided, I have several concerns:• The original agreement I signed was for 37 months, whereas the agreement recently provided from Blackhorse shows 49 months• The version supplied appears typed rather than signed, and I do not recall receiving or agreeing to this document• The original agreement I signed did not clearly show a GFV, which prompted my enquiryI want to know what the next steps are and if any fraud has taken place.

Hi,We're following up on this issue.Our car is still showing the "service required. Exhaust filter full" message on the dashboard. It needs to be re-serviced asap.Please let us know when we can bring it in.Regards,NatalieSent from Outlook for Android________________________________________From: Crawford AndersonSent: Thursday, May 7, 2026 10:25:48 AMTo: AllanbabuCc: natalie_ann234@hotmail.com; FandIComplaints@lookers.co.ukSubject: RE: Inspection report for your vehicle- KL68 NVJHi,Our car was recently serviced by yourselves, however since the service a fault has appeared and the vehicle has started stuttering whilst being driven.The dashboard is displaying a message advising that the service filter requires cleaning. This has happened previously and, once the filter is cleared, the vehicle runs smoothly again and the fault disappears.I have tried calling several times but have been unable to get through. I also submitted an enquiry through your website but did not receive a response.Can you please arrange for the vehicle to be booked in as soon as possible and confirm that there will be no charge for this, as I would reasonably expect this issue to fall within the scope of the recent service carried out.I look forward to hearing from you- car registration is: KL68 NVJ (Landrover Discovery).Thanks,Crawford Anderson, MSc.C.Anderson and Sons LLPPlumbing and Heating Company25-27 Filmer RoadFulhamLondonSW6 7BPwww.andersonandsons.co.uk

Dear SirsPlease find attached a letter setting out my complaint. This is also being sent by post to Lookers West London and Land Rover Customer Relations.Please acknowledge receipt.Kind regardsJonathan Briant07968 600 389

I booked a service, arrived on the scheduled day and time to be informed that my service had been rescheduled without my confirmation for 2 and a half months later.No other alternative was provided and I had no choice as the were "fully booked" until then, even though the system let me reserve for my chosen day and time.I had taken time off work to bring my car in and be able to collect later that day. The rescheduled date was given to me without choice if I was available or not and no other options to resolve were proposed.Complete waste of my time.

Dear Sir/Madam,I hope you are well.I am writing regarding my Range Rover Sport LP25RXK, which has been off the road since 23/04/2026 following a fault that was initially attended by the service team and subsequently referred to the dealer for warranty repair.Since then, the vehicle has remained with the dealer awaiting repair. During my recent visit, I was advised that the required part has now arrived, however the vehicle still remains in the workshop pending completion of the repair.Whilst I appreciate that faults and parts delays can occasionally occur, I am concerned about the length of time the vehicle has been unavailable, particularly considering this is a relatively new vehicle under a 24-month contract hire agreement for which I continue to make full monthly payments.In addition, although I was advised that an equivalent replacement vehicle such as a Mercedes GLE would be provided, the replacement vehicle supplied was of a lower category/specification and therefore not equivalent to the vehicle contracted.I have accepted the temporary arrangements in good faith and remained patient throughout the process, however given:• the ongoing loss of use of the contracted vehicle,• the continued monthly lease payments,• the inconvenience caused,• and the non-equivalent replacement vehicle provided,I would appreciate it if you could review this matter and advise what goodwill compensation or support Land Rover / Lookers are able to offer in order to resolve this fairly.Could you also please confirm:• the expected repair completion date,• whether an equivalent replacement vehicle can now be arranged,• and the proposed resolution regarding compensation/goodwill.I look forward to your response.Kind regards,Tharwat Jameel

Hi,Our car was recently serviced by yourselves, however since the service a fault has appeared and the vehicle has started stuttering whilst being driven.The dashboard is displaying a message advising that the service filter requires cleaning. This has happened previously and, once the filter is cleared, the vehicle runs smoothly again and the fault disappears.I have tried calling several times but have been unable to get through. I also submitted an enquiry through your website but did not receive a response.Can you please arrange for the vehicle to be booked in as soon as possible and confirm that there will be no charge for this, as I would reasonably expect this issue to fall within the scope of the recent service carried out.I look forward to hearing from you-Thanks

I was asked for A £500 deposit which would be returned as soon as o supplied the v5 for my part exchange vehicle, I duly supplied the V5 but have not had my £500 returned. I have complained and was told they would come back within 14 days but that hasn’t happened either.

Good afternoon,As per our telephone conversation I have the following complaints about the service agreement I took out with Lookers Battersea when I purchased my car. Details are within this email chainFirstly, I signed up to this when Battersea was open as it was a convenient location for me to take my car to be serviced. Once Battersea shut down the next closest option that was offered to me was West London, a 1.5-2hr drive away. When I realised this I called to speak to them and they suggested I re-booked somewhere closer and provided me with the details of Group 1 in Sidcup. West London were aware about the service plan as I mentioned it when I originally booked with them.However, upon arriving at Sidcup I was told my service agreement was not valid there. This meant I’d spent £1000 on an agreement which I could not use.Group 1 suggested I cancel my agreement and use the money returned to fund the second service, but when I called to do this the redemption amount wasn’t enough to cover the service - £340 v £650. Worse still I discovered I’d been charged a fee of £250 which was payable to Landrover Battersea - something I would have never agreed to. £250 is 25% commission!! 25% that’s outrageous.As a result, I am reaching out to you to make 2 formal complaints:1 - that Lookers West London referred me to A service department where my agreement was not valid2 - that I was charged 25% sales commission on an agreement without my knowledge.My ask is that the second service I paid for, upfront in cash when I bought my car via the Lookers service agreement, is honoured.RegardsAmanda.Sent from my iPhoneBegin forwarded message:From: EMaC Cancellations TeamDate: 1 May 2026 at 11:58:52 BSTTo: Amanda WebbSubject: RE: Breakdown CRM:0914000006069Good AfternoonWe are reaching out to you with regards to your recent Cancellation request. As you preferred to pay your Service Plan in full via card payment, In order to process your refund efficiently, we kindly ask you to provide us with your bank account details, as these were not captured at point of sale as no Direct Debit was set up.To ensure the successful transfer of the refund, we require the following information:1. Account Holder's Name:2. Account Number:3. Sort CodeOnce we receive this information we will start the cancellation process, please be advised this can take up to 28 days to complete.You can reply to this email with the required details or provide them to one of our customer Service representatives via telephone on 01270 505050.Alternatively we can issue a refund by cheque if preferred.If you require any further information, relating to your request, please respond to this email only in order to ensure that your enquiry is processed efficiently.Kind regards,—EMaC Cancellations Teamsupport@emac.co.ukT +44 (0) 330 099 6826 | F +44 (0) 330 099 6828 | emac.co.ukEMaC Limited | EMaC House | Crewe Business Park | Crewe | CW1 6GU------------------- Original Message -------------------From: Cancellations;Received: Fri May 01 2026 11:56:21 GMT+0100 (British Summer Time)To: Amanda Webb;Subject: Breakdown CRM:0914000006069Good AfternoonThank you for contacting EMaC reference Service Plan number: 14637TPlease find attached copy of the financial breakdown of your plan as per your request.We estimate the refund of this plan to be £345.04 and an estimated time schedule to be 28 days to complete the cancellation.If you need any further information or assistance, please do not hesitate to call or email.Kind regards,—EMaC Customer Services Teamsupport@emac.co.ukT +44 (0) 330 099 6826 | F +44 (0) 330 099 6828 | emac.co.ukEMaC Limited | EMaC House | Crewe Business Park | Crewe | CW1 6GU