Terrible service and the car was returned because it was misrepresented in the advert and by the salesman

My experience with Paul (sales agent) was unfortunately disappointing. Before the test drive, which I was expecting, everything initially appeared to be progressing well. He took my documents, prepared the paperwork and asked me to sign it. However, immediately afterwards, the conversation changed unexpectedly to negotiating an additional £25 for fuel if I wished to take the car away (buy the car). The manner in which this was raised left me feeling somewhat uncomfortable, as though I should not have taken the test drive unless I was already committed to purchasing the vehicle. While I appreciate that costs and negotiations are part of the sales process, I found the approach discourteous and not in keeping with the level of customer service I would expect from a Volkswagen dealership. As a result, I decided not to proceed with the purchase. I hope this feedback is helpful in improving the customer experience.

The staff at Blackburn were very helpful and went out of their way to try and find us a suitable car as we have been VW customers for many years. Whilst some very good prices were on offer during the VIP Event your interest rates only served to negate the generous offers on hand. The biggest killer from our point of view was the fact that you were unable to take h high end motorcycle in part exchange. Our existing PCP was still in negative equity and the bike would have cleared that AND served to provide our deposit contribution in any calculations. Without this step anything offered was beyond what we could afford. I will be totally honest now and tell you we have purchased a new Volvo, part exchanging out bike in the process. we have opted for a 36 month PCP agreement with a £500 paid deposit and the remaining monthly payments little more than we paid to VW. The PCP interest rate was less than 5%.

I purchased a new TRoc in April 2025 PJ25 CZZ. The car broke down after 10 months, requiring a new instrument cluster, it was off the road for 4 weeks, the issue only being resolved when I spoke directly to VW head office. Three months later the car has again broken down again due to an electrical fault. Clearly whatever was wrong in the first place has not been resolved properly. Following a call out to the AA the car was delivered to Blackburn Lookers on Monday 20th July for further repair. Despite this clearly being an ongoing problem I was not to be offered a replacement vehicle and furthermore due to the workshop being busy my car will not even be looked at for at least another week. I had to ring the dealer to obtain this information as nothing was forthcoming from the garage. I am a 74 year old woman living alone in a rural village with not even a shop and I now find myself without transport despite being a loyal customer of Lookers Blackburn and VW over many years, this car being my third TRoc. In addition to writing to you I fully intend to contact VW directly, VW Financial Services and if necessary the Motor vehicle Ombudsman as I believe my car is not fit for purpose and at the very least I should have been offered a courtesy car. I feel the treatment I have received from Lookers Blackburn is nothing short of disgraceful.

I am writing to log a formal complaint regarding my recent vehicle purchase and the subsequent, highly unacceptable level of customer service I have received from Lookers.I purchased the above vehicle seven weeks ago. Shockingly, I was only able to drive it for 24 hours before it developed faults and had to be returned to you for repairs. Since that time, the vehicle has undergone four separate repair attempts and remains in your possession.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Given that this vehicle failed within 24 hours of purchase and has required consecutive repairs over nearly two months, it is clear that the vehicle was not of satisfactory quality at the time of sale.Furthermore, the management of this issue has been entirely inadequate:Communication Failures: I have received no proactive updates regarding my vehicle. Every update has required me to chase your team, only to be provided with conflicting and incorrect information regarding part availability and timescales.Courtesy Car Inconvenience: My original courtesy car was sold out from under me. It was replaced with an automatic vehicle, despite the fact that I purchased a manual car, causing further unnecessary disruption.Appalling Customer Service: To compound these issues, during my last phone call on 17th July 2026, the agent I was speaking with abruptly terminated the call mid-sentence. This is completely unprofessional and unacceptable.I have shown a great deal of patience, but I have now been without the car I am paying for for almost the entire duration of my ownership.As a resolution, I require:A definitive, accurate diagnostic report and an absolute timeline for when the vehicle will be fully repaired and independently quality-checked.An apology and appropriate compensation for the severe inconvenience, lack of use, and poor customer service I have endured.Please acknowledge receipt of this complaint in writing within 5 working days, outlining the steps you intend to take to resolve this matter. If this is not resolved satisfactorily, I will have no choice but to escalate this matter to Lookers' Head Office, the Motor Ombudsman, and, if applicable, my finance provider.

Hi there,Paul was fantastic and not pushy at all. Makes browsing the forecourt a more pleasant experience.My only concern is before selling a used car please make sure that it has been checked thoroughly before selling.I went in to the back seats of the car and pulled down the centre arm rest which contained sticky/chalky crushed sweets and a toy.The material was marked where the sweets had obviously been stuck to it for some time. I have been able to clean most of it but cannot reach some of the stains due to them being too far down.I don't expect it to be brand new inside but i also don't expect to sit cleaning sticky, chalky sweets off the upholstery.A little more attention to detail on the little things would have made the experience a 10 out of 10.Great salesman, great car. Thanks.Dawn and Darin Bracey

Felt like the sales person looked down her nose at us. Offered me £3k less than I had been offered by Bowkers for my car

I paid a deposit for a vehicle on the 10th June the car was advertised with 59000 miles but actually had 73000 so we explained this was way above the mileage we wanted we was told that re deposit refund was issued on the 15th June and would be in my account on the 19th we did not receive the refund I have rang the dealership 15 times and told this was completed when it was not I have had 3 different sales people say it was issued and been completely dismissed, I have rang today 14th July and been told that it had been missed and will now be sorted, that £250 was my monthly money to buy my food shop and pay some bills, I can not tell you how distressing it is to be completely dismissed and to have the phone put down on me, it is my money and I have a right to have it fully returned within the 3-5 day timescale.

cust purchased after receiving any defaults on the vehicle and he received the vehicle on Thursday 9th July. Cust has rejected the vehicle on the 11th July. Cust would like to return to his local VW dealership. The vehicle is terrible it has had no valet or even been clean. The sales man Paul Raw is not returning the cust calls or responding to emails

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