Nobody followed up about my enquiry!

Paul at Lookers was excellent and looked after us extremely well. Communication was excellent and he resolved all our queries.

Dreadful experience. Took time off and travelled all the way to Guildford to view a car because it wasn’t around at the weekend - got there to be told the car had just been sold and to look at other options. There were no similar options so we left. The car in question is still visibly for sale on Autotrader at a further reduced price, so how could this be. All very shady and a poor customer experience. Poor communication throughout.

I dropped my vehicle off for a service and MOT on 8 December 2025 at 08:00. When I collected the vehicle at approximately 16:00, I immediately notified the service advisor that there was damage present that was not there at drop-off.I asked whether this could be verified against the vehicle check-in photographs. I was advised the images could not be accessed at the time, so the advisor took a photo of the damage and told me he would get back to me. I have not yet received any update, which is why I am contacting you today.I am disappointed that, despite raising this before leaving the site, no one has been in touch to acknowledge the issue or advise how it will be resolved. Please can you confirm the next steps and the timeframe for doing so.For completeness, I have obtained a quotation from a reputable local body shop to repair the affected area. Given the circumstances—the vehicle was damaged by someone onsite whilst it was in your care and that I have had no follow-up despite being told there would be one—I am not comfortable returning the vehicle to your site for rectification. I would therefore like to discuss settlement based on an independent repairer.I would like to resolve this amicably and promptly. Please respond confirming:1. who is managing this matter,2. whether you have now reviewed the check-in photos and workshop records, and3. how you propose to arrange reimbursement.Finally, I would like to note that I appreciated the technician’s work and the thorough vehicle health check; my disappointment relates to the lack of follow-up from the front-of-house/management after I reported the damage

Formal Complaint – Outstanding Refund for Cancelled Vehicle Purchase (Volkswagen Tiguan Allspace)I am writing to formally raise a complaint regarding the refund process following the cancellation of my recent vehicle purchase with Lookers Guildford - reg SD74 FXG.Several weeks ago, I made arrangements to purchase a Volkswagen Tiguan Allspace. I fully acknowledge and appreciate the time and effort your team invested in sourcing the vehicle, particularly given the earlier reservation complications. Unfortunately, shortly after transferring the full purchase amount, I received distressing family news which necessitated reallocating my funds. As a result, I had no choice but to cancel the purchase.When I originally cancelled on Monday morning, I was advised that it would take 3 to 5 working days to refund the money after cancellation. I then contacted Lookers again on the Friday of the same week and was informed by a different member of staff that the vehicle had not yet been cancelled on your system and therefore the refund had not been processed. The following Monday—one week after my initial cancellation—I was contacted and asked to provide my bank details for the refund. As a result, I only received a partial refund yesterday, which was Wednesday.The total amount I paid was £18,484 via debit card, which I am pleased to confirm has now been partially refunded. However, there is still an outstanding balance of £2,000 that remains unpaid.Throughout this process, communication has been extremely disappointing. Every time I contacted Lookers Guildford after the cancellation, I spoke to a different member of staff who informed me that the person handling my case would call me back. Despite these assurances, I did not receive a single call back. I found myself repeatedly making contact, only to be told the same message again. I also sent several emails apologising for any inconvenience caused, yet received no reply. Given the circumstances—particularly that I informed your team of a genuine family emergency—I would have expected at least basic courtesy in acknowledging my messages and updating me on the situation.When I cancelled the purchase, I was advised the refund process would take no more than 3–5 working days. It has now been almost two weeks, and although I appreciate this is a busy period due to Christmas, the delay is causing significant distress. As previously explained, the cancellation was unavoidable due to a family emergency in Vietnam which requires me to travel urgently, and the withheld funds are critical for dealing with the situation.I want to make clear that I did not wish to cancel the purchase, and I regret any inconvenience caused to your staff. However, given the circumstances, the extended delay and lack of communication has been both upsetting and frustrating.I therefore respectfully request confirmation of when I can expect the outstanding £2,000 to be returned to my account as a matter of urgency.It is very regrettable that I am having to do this, and I want to stress that I genuinely did not wish to resort to submitting a formal complaint; however, the circumstances now leave me with no alternative.I trust that this matter can be resolved promptly, and I would appreciate written confirmation at your earliest opportunity

No follow up email as promised

The garage is refusing to repair my car under their legal obligation from the Consumer Right Act 2015 and is insisting I use my warranty.

turned up and was left waiting didn’t really know who we were then told the car we were looking at was under negotiation but we could still take for a test drive - was told we’d be called back if the car was still available and did get a call. 1 week later got a call to see how we were doing to be told the car had just been sold. Quite frustrating as we would have bought that car have now purchased else where

Poor experience with sales team. Still awaiting a quotation even now. Gone to another garage.

Reserved vehicle was not available, reservation fee taken twice, emails regarding refund have been ignored and no money has been refunded.