Took some time to get an idea.4 test drive organised and when we finally did get behind the wheel it was a good experience. Sales contact Maurice was helpful and patient.

Dear Lookers,I am writing to complain regarding poor customer service received today and since first reaching out to Volkswagen Battersea on Tuesday 19th May 2026.On Tuesday 19th May, I expressed interest online via Autotrader in your Volkswagen Polo (registration PN73 YUD). Your Sales Executive Mehdi Kadhim got in touch with me. On the same day, I visited Car Planet Watford and viewed another very similar Volkswagen Polo for a better price. I called Mehdi explaining my situation. He encouraged me to buy from a Volkswagen retailer. I decided to follow his advice and turned down the offer given to me by Car Planet Watford. I called Mehdi again later that day to update him and I said how I am very interested in his Volkswagen Polo (registration PN73 YUD). We confirmed an appointment to view the vehicle in person at 10am today.Mehdi sent me a document by email with Terms and Conditions. He did not provide any further information. There was no written confirmation of our appointment, nor was there any directions to help on the day. I specifically told Mehdi to inform me if there are any competing buyers or developments saying I could visit earlier in the afternoon on Wednesday 20th May if needed. Mehdi acknowledged this request but at no point did he offer a reservation fee.I have checked the online advert on Autotrader (https://www.autotrader.co.uk/car-details/202601089008495?utm_source=share&utm_medium=ios-app&calc-deposit=1610&calc-term=48&calc-mileage=10000&calc-selected-product=PCP). There is no explicit advice on paying a reservation fee. In fact the advert says, "At Lookers Volkswagen Battersea, you’ll always get great value, expert advice, and a warm welcome – making your car buying experience simple, exciting, and stress-free."I live in North London so I am unfamiliar with Battersea. I therefore used google maps to get to my appointment today. I searched Volkswagen Battersea and unfortunately, I was directed to a Volkswagen service centre near Earlsfield station. I realised my mistake soon after my arrival. I called Volkswagen Battersea informing them I would be 20-30 minutes late. I was given directions telling me to go to Clapham Junction station then it's a short walk from there. I wish I had been given this information earlier. I was not advised on paying a reservation fee.I got back on public transport and made my way again to Volkswagen Battersea. I was greeted by a kind lady at reception. I needed to wait 15 minutes for Mehdi, which I did not mind because I was thirsty and needed to use the toilet. I was greeted by Mehdi in a casual manner. I was allowed to look at the car and I really liked it! We sat down to discuss a test drive. There was an issue because my driving license is registered to an old address. Mehdi then informed me how "today was not my day" because the vehicle sold 5 minutes ago.I was obviously very disappointed. I tried to explain my disappointment and I asked why no one informed me of the competing offer like I had asked. Mehdi did not acknowledge any fault saying our phone calls have been recorded. He did not seem to understand that I was upset or show any interest in wanting to rectify the matter. I felt like we had completely different viewpoints. For this reason, I asked to speak to his manager.I waited 10 minutes. Perhaps the only real gesture of kindness shown to me today by Volkswagen Battersea was the lady at reception who offered and brought me a glass of water while I waited. I spoke to the manager. She apologised for me "feeling that way". She said I should have paid a reservation fee. I explained how nobody advised doing this till now. I repeated how I had expressed strong interest and I wanted to be informed of any developments. She repeated how I should have paid a reservation fee and said this is written on the Volkswagen Battersea website. I asked why no one called me like I was told would happen. She said Mehdi was off work yesterday. I asked why did he not tell any other staff members about me. It was repeated that I should have paid a reservation fee.The manager initially seemed to dismiss my desire to complain saying she would be the one to respond so there was no point in doing so. Eventually she acknowledged my disappointment, gave a more heartfelt apology and offered to help find another deal. I explained how, at that moment in time, I did not have the energy to start the process again.Going forward, an acceptable response to this complaint would be helping me to find another deal. I would hope to be prioritised to find a deal on similar terms to the one today. If this is not possible, then a deal with something in the way of a good will gesture would be appreciated. I would also like for there to be training for sales executives at Lookers so customers in a similar situation to myself are advised on paying a reservation fee. Better communication, attention to detail and concern for the customer would also go a long way in providing better service.I hope we can resolve this matter.Many thanks,Dr Vittorio Decaro

It has reached 14 days and have had no response

I am writing to formally express my disappointment regarding the complete lack of communication surrounding my Volkswagen Tayron order.The vehicle was ordered in April 2026, and since placing the order I have received virtually no meaningful updates regarding the status of the vehicle or an estimated delivery timeframe.I have now sent five emails and made multiple phone calls attempting to obtain even a basic update. On several occasions I was advised that somebody would return my call, however no response has been received.I appreciate that delivery schedules can change, but the absence of communication and failure to respond to repeated contact attempts is extremely frustrating and falls far below the level of customer service I would expect.At this stage, I would appreciate:A clear update on the status of my orderAn estimated delivery timeframeAn explanation as to why my repeated communications have gone unansweredI would appreciate a response as soon as possible.Kind regards,

Very pleased with whomever I spoke to. He was knowledgeable but not pushy.

Good evening, I am writing to raise a formal complaint regarding my recent experience with Lookers Battersea.My vehicle’s air conditioning is not working, and I have contacted your team multiple times over the past two weeks. On each occasion, I have been told that I would receive a call back, however no one has followed up as promised.This lack of communication is unacceptable, particularly as the issue with the vehicle remains unresolved.I would like:* A prompt call back from the service or sales manager* A clear plan to diagnose and fix the air conditioning issue* An explanation for the lack of follow-upIf I do not receive a response within 48 hours, I will escalate this matter further.Please treat this as a formal complaint and confirm receipt.

Good attentive service but not best price and trade-in value given.

On 20 April i sent you an e mail regarding my service history for LF16DVHThe online service history is incomplete as you have not uploaded two servicesPlease do this immediately

07:46•0<7 MessagesGeneral E...RED - URGENTThe following items have been identified as requiring urgent attention and can be viewed by clicking on the icon. Please select the items for approval.OtherPriceOther£889.80i Badge and sensor missing from vehicle,. connector is brokenURGENT WORKAMBER - ADVISORYThe following items may require replacement in the near future and can be viewed by clicking on the icon. If you would like this work completed now please select for approval.OtherPriceOther£10.44i Washer fluid bottle cap broken/ missingExternalOtheri Front tow eye cover missingADVISORY WORKPrice£24.48前

I am writing to ask for a repair by VW under Das Welt Auto warranty. We purchased the car (RK67VUS) from Lookers Battersea with a 3 year warranty for delivery 26/05/2023.Today the car failed an MOT at KwikFit because of a broken rear coil and badly worn coils on other corners of the car. My partner has the car in Staffordshire where she is helping care for family. We tried to use a local VW garage but they could not fit us in.The car was serviced by you in mid-March 2026. Despite suspension being mentioned on prior year health checks, this issue not picked up in this service.Following a telephone call earlier today, I checked the warranty policy, and there was a long list of items which were specifically noted as subject to wear and tear, but coils or other suspension elements were not among them.We purchased the car from VW for this warranty, and had a reasonable expectation (and consumer rights) based on what was sold to us, that a suspension failure would be covered. It is not normal for suspension to fail under normal wear and tear within 65,000 miles. It represents a failure of the part which is exactly what this warranty covers.I would appreciate a quick response and for VW to arrange a repair and courtesy car. I can share policy wording in the handover pack if helpful, but guess you have it. I like the customer service Lookers Battersea have provided to this point, and would hope to keep a long relationship with them.Many thanks, Toby.