Lookers plcCustomer Service & resolutions TeamLookers House1st FloorLookers StokeBede RoadStoke-on-TrentST4 4BUvehiclecomplaints@lookers.co.uk05 May 2026To whom it may concern,Complaint about misdescribed vehicleI bought a used VW Polo Reg No PF23 XME from Lookers VW Blackburn on 18 April 2026. I paid £17,400.Your online description of the vehicle stated that the car was fitted with rear parking sensors. Subsequently, I found that the car was not fitted with rear parking sensors.Under the Consumer Rights Act 2015, goods you supply must match their description. As rear parking sensors are not fitted, I ask that you arrange to fit them to the vehicle.In support of my claim, I have enclosed: a screen print of the relevant part of your online description, a photograph of the rear of the car that shows that no parking sensors are fitted and a photograph of the sales agreement.Please respond within 10 days of the receipt of my covering email.Yours faithfully,Neil LeemingPS: I have asked my father, David Leeming to act on my behalf in resolving this matter. To this end on 22 April 2026, he rang the salesperson who sold me the car, Jack Ashurst who asked that a copy of the online description be emailed to him so that he could forward it to the relevant person. The screen print of the online description was emailed to Mr Ashurst on 23 April 2026. Since then, disappointingly, we have heard nothing.

Hi,I hope you’re well.I’m writing regarding a vehicle we purchased from your dealership, where we part-exchanged our previous car. As part of the agreement, Volkswagen Financial Services were to settle the outstanding balance on my previous vehicle.However, I’ve noticed that a further direct debit payment of £232.26 has been taken from my account after the settlement should have been completed. This suggests the finance may not have been cleared as expected.My agreement number is 440183551345. Could you please investigate this matter and arrange reimbursement of the £232.26 taken?I would appreciate your prompt attention to resolving this.

Dear Alex,Firstly, I would like to apologise for reaching out to you directly, but I would like to formally raise a complaint regarding an ongoing issue that I have with one of your dealerships, Lookers Blackburn.Back in March I spotted a VW Polo up for sale with the dealership so contacted them to discuss the vehicle. The vehicle was awaiting prep but one of your sales team kindly sent a walk around video of the car to my mother and based on the fact it appeared to be everything I was looking for, I paid a reservation deposit to secure the car and arranged to call over a few days later.I then received a call from the sales team to advise that the car has already been reserved, and someone was coming across that day. I thought this was strange as the car wasn’t showing as reserved online (either on the Autotrader or the Lookers website) but I was assured that someone would contact me to confirm if the other buyer wished to continue.The following day, I received the call to say that the other party had purchased the vehicle and was assured that the deposit that I had paid would be refunded to me immediately – this was around 1st April.Fast forward to 14th April and the money had not been returned so I contacted your team and was assured that the refund would be processed – it wasn’t!Now, here is the strange thing! On 16th April, the vehicle re-appeared on both the Lookers and Autotrader website, so my uncle phoned to enquire about the car and was told that it was sold the day before, despite the fact I was told that it sold 2 weeks previous!?This leads me to the 23rd of April where I yet again called the dealership and spoke with Katie who advised that Paul would return my call (she was quite hostile and dismissive being adamant that it wasn’t her who took the deposit but I explained it was completed via the website) Nobody has returned my call and I appear to be no closer of being re-united with the £250 deposit, which is actually preventing me from purchasing another car.The purpose of this escalation is that 1, I feel that I have been lied to about the car. I feel that the dealership has been dishonest with me about the situation with the car, preferring the other buyer because he could potentially complete the purchase prior to month and possibly year end so directly impacting their sales targets. I also then question why the vehicle was re-listed and yet again I feel that I have been lied to about this.The second reason is the simple reason that I want my money back. I am having to waste my time actively chasing your team and nobody appears to be taking ownership of the situation and sorting my refund. We are now a month away from the point I made the deposit and it simply isn’t acceptable having to chance it when the website clearly states that it would be automatically refunded.One of the reasons I was so keen to purchase this car because I understood Lookers to be a reputable organisation that prided itself on proving exceptional customer service and this has not been my experience.Therefore, please can I ask for your support to get this matter resolved as soon as possible and my deposit returned to me promptly.Thanking you kindly in advanceMatthew Broady07936 463010

I have not been to the the sales office but have had a number of conversations with the sales person Paul , I think his surname was Rider and he was most helpful.

Erica Thomas-HowellsBrinley HouseGynol RoadCwmllynfellSwanseaSA9 2GX07702 78162424th April 2026Ms Karen PrinceLookers BlackburnTrident ParkTrident WayBlackburnBB1 3NUDear Ms Prince,Formal Complaint – Poor Service, Misrepresentation and Aftercare FailureVehicle: VW Polo – Registration PJ21 ZNNI am writing to formally complain about the standard of service, communication failures, and aftersales care I have received from Lookers Volkswagen Blackburn, in relation to the purchase of a VW Polo (registration PJ21 ZNN). The vehicle was delivered to me on 2nd April 2026.What should have been a joyful experience, purchasing my daughter’s first car for her 17th birthday, has instead been extremely stressful, deeply disappointing, and wholly unacceptable. I have provided the sales representative, Katie Trickett, with numerous opportunities to rectify the matters set out below, without success, and I therefore have no option but to raise my concerns directly with you.Conduct Regarding Delivery ChargesAn early indication of the service to follow occurred when Katie Trickett contacted me to advise that I had not paid a £25.00 petrol charge for delivery, despite the fact that I had paid £300.00 for delivery and had settled the full balance for the vehicle on Friday 20th March 2026.When I explained that I was unaware of any additional charge, Katie’s response was dismissive. She stated that “it was in the paperwork sent the previous day”. This was both inaccurate and unfair. The paperwork in question was not sent until Sunday 22nd March 2026, two days after full payment had already been made. At no point prior to payment had the £25.00 charge been mentioned or itemised. I could not reasonably have been expected to be aware of a charge that had not been communicated or invoiced at the time of payment.Katie’s attitude during this exchange set the tone for what followed.Missing Parcel Shelf – Repeated Unfulfilled AssurancesPrior to delivery, during the video tour of the vehicle, I noted that the rear parcel shelf was missing. I raised this matter on three separate occasions before delivery and received clear assurances from Katie Trickett that the shelf would be placed in the vehicle before it was delivered.Despite these assurances, the car arrived without the parcel shelf. In the weeks that followed, I contacted Katie on multiple occasions and received the following:● Repeated assurances that were not honoured.● A promise that the shelf would be posted the day after the Easter bank holiday, which was not fulfilled.● No response to my email of Friday 10th April 2026 chasing the matter.● On Friday 17th April 2026, I telephoned again and formally complained, requesting to speak to a manager. This request was refused. Katie subsequently telephoned me and apologised, stating she had simply forgotten to send the shelf, and assured me it would be posted that same day. As I had emailed on 10th April 2026 to advise the shelf had not arrived, she had a further reminder the week prior to this call.Katie Trickett assured me that the parcel shelf would be posted on 17th April 2026. As of today, 24th April 2026, I have still not received the parcel shelf.DVLA V5C Log Book – Ignored Instructions and Failure to Accept ResponsibilityThe most serious matter concerns the vehicle logbook (V5C).I made it explicitly clear on four separate telephone calls and confirmed in writing via email (a copy of which I enclose as evidence), that the vehicle was a gift for my daughter’s 17th birthday and that the logbook must be registered in her name. Katie confirmed this would be arranged.During a subsequent call, I raised further concerns about the ongoing issues. Katie’s response at that point was to suggest that in-store customers receive a better standard of service than those purchasing remotely. I found this remark particularly disappointing given that:● I paid the same price for the vehicle as any local customer.● I believe and was happy to pay above market value for this car, as a longstanding Volkswagen Sinclair customer expecting the standard of service associated with a Volkswagen main dealer.Following the disappointment of the parcel shelf not being received, when I subsequently queried again on 17th April 2026 if the logbook had been registered in my daughter’s name, Katie advised me that this was my responsibility to action when taxing the vehicle and that I had not ticked the correct box. I am aware that this is incorrect. The responsibility to register the new keeper’s details rests with the seller. This appeared to be a deliberate attempt to shift responsibility on to me as the customer, and I made clear to Katie that I had asked repeatedly for the car to be registered in my daughter’s name.When challenged, Katie attributed the error to “admin” rather than accepting personal responsibility and I queried why this message had not been passed onto your administration team, despite my regular requests.As anticipated, the logbook has now arrived in my name rather than my daughter’s. This matter remains unresolved.I am seriously concerned that a sales representative has provided misleading information to a customer in order to deflect from a clear service failure.Dent to driver’s door & scratches on car bootOn delivery of the car on 2nd April 2026, the delivery driver advised that there was a dent to the driver’s door and scratches on the boot - he noted it on the delivery note and I was grateful for his candour – unlike Katie Trickett who advised that the car was in perfect condition with no major issues. When I raised this with Katie on 17th April 2026 during the telephone conversation, she advised what did I expect for a used car. To answer this question, I would expect full disclosure of any dents or scratches and/or for this to be rectified prior to delivery.ImpactThe cumulative effect of these matters, including the dismissive attitude, unfulfilled assurances, unanswered correspondence, and basic administrative failures, has caused considerable stress and disappointment.My first car was a Volkswagen, and it was important to me that my daughter’s first car purchase was associated with the same sense of quality, reliability and trust that I have always associated with the brand. Instead, this experience has been a significant disappointment from start to finish, and I still have not received the parcel shelf after several weeks of pursuing the matter.What I Require to Resolve This ComplaintI expect the following to be addressed without further delay:● The rear parcel shelf to be supplied and delivered to my home address immediately.● The V5C logbook to be corrected and reissued in my daughter’s name, Olivia Thomas-Howells. As this is your error, I require that she is not recorded as an additional keeper, and that the number of previous owners is not affected.● Appropriate redress for the time I have spent attempting to resolve these matters, and for the distress caused by a series of avoidable failures.I request a written response within 14 days of the date of this letter. If these matters are not resolved promptly and satisfactorily, I will have no hesitation in escalating this complaint to the Motor Ombudsman.I am extremely disappointed that a business of Lookers’ standing, operating under the Volkswagen brand, has allowed such a standard of service to occur. I expect this complaint to be treated as a matter of urgency.Yours faithfully,Erica Thomas-Howells

initial slow response

My initial thoughts were positive. But after paying a £250 deposit and then changing my mind, I have found the service to be dissatisfactory. I have emailed the salesperson direct on two separate occasions as requested and as yet haven't even received a response let alone a refund. This is now moving into the 7th day since my first contact. Naturally the money went out of my account in minutes on the same day. I can see I am now going to have to chase up this refund or escalate it. Poor customer service.

We viewed the car but there was a dint in bonnet was told would be all done on pickup but on arrival it was not done so was told she would sort it out and get someone to come out she phoned me saying we could it to another lookers closer to us but only on Monday Wednesday Friday I advised we couldn’t we work so she got very aggressive saying well what do you want me to do .I said it wasn’t our fault it should’ve been done before we picked it up as that was what we were told the car hadn’t been valeted properly inside there were still splashes on the dash that were there when we viewed it .when we got home i noticed the parcel shelf was missing so spoke to her and she said someone must have taken it for another car and she would sort it out we haven’t heard anything about it now .We feel that we were rushed to go when collecting the car she rolled her eyes at us when we said could we look under the bonnet all she kept saying was well it’s not a new car but it is to us and it was a lot of money .So now we haven’t heard anything to get the dent sorted ourselves and had to buy a parcel shelf this is not what you expect when your spending this amount of money and also using a main dealership.so to say very disappointed is a understatement i think she totally forgot when we were booked in to collect the car that’s why nothing was done .

customer has motability vehicle, issue with the key and called today to book an appointment to be told 21st May or 5th June as customer requires courtesy vehicle and unhappy about the length of time he has to wait to get the vehicle in

We saw a car we liked that we were told had foggy rear camera that could easily be repaired under warranty. Paid the deposit and then discovered not covered by warranty and a large expensive repair job. Asked for refund as not repairable by them. Now fighting for refund of our deposit as sale not proceeding.