Salesman never emailed or got back to me . Was supposed to email me about car’s within my budget.left a message the following day with another car I was interested in still no response. Salesman also didn’t know stock and price of vehicles terrible service.

Initial contact good. Still waiting for the video of the vehicle. Purchased elsewhere

Failure of vehicle due to electrical fault . A known fault yet there was no recall. I had to call rescue out then wait 3 days for a replacement vehicle . My car is less than a year old and I had not expected problems so soon. I urgently need transport as I am a carer and need to get to hospital regularly. I am 72 and felt was not dealt with understanding by Lookers Preston. I am not good with app or phone yet have no idea how long my car is out of action. This is very stressful . I have had 2 new cars from this dealership both VW’s and am very disappointed

Cust paid £300 28/04/2026. Cust has advised that they no longer want to go ahead with the purchase.

Excellent very good communication very helpful sales consultant went above and beyond to support me

No proper response, not responsible. Came for scheduled test drive, but not ready. No reply after that

To Whom It May ConcernI am extremely unimpressed with my recent experience of Lookers.I spent a lot of time researching to buy a VW Gold ClubSport. I eventually found one at Lookers Preston - CAR REG MC23 DXF, £28,772. I spoke to the sales manager Andreas who took my car details for a trade in value and said he would get back to me shortly.I did not hear back. I then called the next day and spoke to "Matty" who said he was picking up the sale and would help me. I said I had already been on a test drive in an identical car and wanted to buy it. Matty told me the car was "on hold" for me in the workshop and having a few minor things done.I asked re my car valuation and was told it has not been resolved.Over the weekend, I spoke to Matty and said I wanted to come and buy the car on Monday.On Monday, I called and was told it would be ready on Tuesday. I asked for a valuation and was told around £23,500 on my car.On Tuesday I called Matty and told him I was definitely coming to buy the car. We arranged to meet around lunchtime. On route he called and asked for some additional details.I arrived around lunchtime and spent two hours at the garage.The car had some issues!... a) the wheels were a different colour to the photo as they had been painted black (I wanted silver wheeels), b) it smelled of smoke c) the tyres were really poor and the front tyres were cheap budget tyres (not ok on a performance car). I agreed to pay cost at £670 for 4 performance tyres. d) there were warning lights coming on when driving - I was assured these were just related to a flat battery.Anyway, we spent a while talking and finalised the trade in value and price and I paid a deposit.I drove home expecting to collect the car the following day as I needed it for a trip.I received a call from Matty that evening to be told that there was an issue and that the car had actually been sold to someone else!!I was not happy and spoke to Lincoln who explained that a car is only held for 90 minutes as I had not paid a deposit.To be clear, this was a total shambles. At no point was it explained to me that the car might be sold to someone else. I paid a deposit (now refunded). How is that even possible if that car has been sold? Why didn't someone ask me to pay a deposit earlier?I took a day off work and spent 90 minutes each way traveling to the site. I am very unimpressed.Lincoln apologised and subsequently offered me an alternative in the group but it was not the right colour / spec.I have not agreed to buy an alternative like the one I wanted but that is in Newcastle and it is costing me £5k more (15000 less miles and has sunroof), also with £500 less on my trade in which I needed to rush through.Firstly, can someone senior please reply to confirm my complaint has been received.Was this car actually sold to a genuine customer - something didn't feel right about how this happened??Secondly, please have a think about my experience and how I can be compensated for it. Perhaps financial credit towards work / parts on my VW in return for the unnecessary stress and cost I have incurred. I am based in Cheshire fyi so preferably locally.Morgan Davies07801067931

I would like to raise a complaint about the communication and aftercare I have received since purchasing my VW ID 5.I went into Preston branch on Tuesday 31st March to obtain support for issues with the Primary User on the car (the previous user is still assigned). Upon advice in branch the car was booked in for Tuesday 14th April, with courtesy car and collection/delivery. I was told this was for a 'data cleanse' and to look at an separate issue with the wing mirror. At this point I made clear I needed to be in work by 10am on Tuesday 14th April, so the car would need to be collected before then, which was agreed with the person I booked in with in branch. Since then it has been a series of poor customer service and communication:I received a call on the evening of Monday 13th April to confirm the car was booked in. However, there was no record of collection/delivery. The woman I spoke to said she would rectify this and I would get a call back. No call back was received.On Tuesday 14th April, no collection was made due to issues with the courtesy car. I had to take the morning off work to wait for this, beyond the 10am request I had previously communicated. Most frustratingly, it was 12:30pm, and only after multiple back and forth calls prompted by myself, that it was confirmed there would be no collection and I would need to rebook in for Wednesday 22nd April 9:15am. I was advised at this point I would receive a call the day before the rearranged appointment to clarify pick up time, but this again did not happen.On Wednesday 22nd March, no collection occurred until 10:45am (despite the appointment time of 9:15am). No communication of a delay was passed to me, other than myself calling to get updates.Most frustratingly upon arrival, it was explained the appointment was for a technician to look at the car on the driveway to see if a fix could be done and was not actually booked in for a data cleanse/wing mirror repair as agreed. It took the technician less than 15 minutes to ascertain that was what is needed - leaving me in the same position I was in when I first came in branch on Tuesday 31st March. (I want to make clear the technician was a lovely young man and I have no issue with the service he provided - he has been let down by the communication and organisation around him). Ultimately, again took half a day off work for no service.The technician explained to me I would get a call within a few hours of him leaving to arrange a new booking. It is now over 24 hours and still no call - this is despite multiple attempts to call branch by myself and 2 promises from the staff member(s) I spoke with that someone from branch would call me back soon (namely a John) - however, still no call. I have also emailed a contact provided by the Technician (his manager - John Healy), but this email has not even been acknowledged. As a result, I am still awaiting a call to book in my car for the exact service I agreed over 3 weeks ago.I would like this complaint to be addressed and replied to explaining why this has occurred and what compensation I will be offered for the total of 1 day's annual leave I have now wasted waiting for delayed/cancelled collections.Ultimately, this currently feels like a dealership who put full effort and care into selling the car and very little into after it - which is very disappointing after a strong initial experience with Jordan and the initial aftercare due to a touchscreen issued which delayed the collection of the car.I am more than happy to acknowledge that often things are out staff members control and I will be patient and reasonable, as evidence by my approach with Jordan following the initial touch screen issue and my willingness to rearrange after failed collection on Tuesday 14th April. However, this customer service is now simply unacceptable.Thank you in advance for your time.

I have had a very disappointing experience buying a used Kia Ceed from Lookers Volkswagen Preston, with so much dishonesty, lack of care and shockingly poor customer service, it’s by far been the worst experience I’ve had buying a car.Firstly I spoke to them saying I just need a really reliable car. They said this would be extremely reliable. The car was advertised and described to me as being in immaculate condition inside with no marks or scuffs, but when it arrived it was anything but. The interior had significant marks and scuffs, including permanent pen marks/drawings all over the left side rear panels and visible scratches/holes including a huge tear in the seal of the door. The car was also dirty, still had the sticker mark on it from a bumper sticker they said they would remove for me, as well as a missing aerial (so the radio didn’t work), they said they had touched up some chips they discovered after I’d bought it (so the car wasn’t inspected before sale like they said it had been thoroughly?) it just looked awful and not worth the money I’d spent at all, but the worst part was that clearly it had not been inspected or prepared before delivery!Delivery itself was also a problem. It was delayed by nearly a week than the day I was originally given - because they then discovered some chips on it after I asked for a video (proving it wasn’t inspected), then they pushed back further multiple times with poor communication throughout - I had to keep chasing different staff members to get any updates on the car all throughout, otherwise I’d hear nothing. I had made it very clear I needed the car in time for my birthday plans (around 2 weeks later than when I reserved it), which they were aware of - yet it still arrived weeks and hours late, last minute so much so that I had to cancel my birthday plans going away because of it all! My friends had to celebrate it without me! I was honestly so disappointed that I’d trusted Lookers to buy from them and it ended up taking away my birthday.But the worst part of all, the car broke down immediately on my driveway after delivery due to an engine issue. I had to call out RAC, who confirmed the engine had flooded so the car would not start. Obviously at this point I did not want to drive it, because it was clear Lookers hadn’t inspected it at all with all of obvious false advertising so I didn’t feel safe to travel in this car. I contacted Lookers immediately.Customer service after the sale was EXTREMELY poor. I spent an entire day chasing for help with little to no response - everytime I’d call they would say they are trying to sort something out for me and will call me back asap. Promises of call-backs were not honoured at all, I was told someone was “sorting a courtesy car” only to have to call back for a fourth time as it was nearly their closing time, to find they had just gone home without updating me or sorting anything out. This left me completely stranded, when they well aware I was waiting to find a way to get down south for my birthday plans where everyone was waiting for me. I had no way of sorting anything because of how last minute they had done everything, knowing my plans.As a result, I had to cancel my own birthday plans going away and missed seeing friends so they had to celebrate without me while I was stuck at home alone. I was forced to hire a car at my OWN expense in the end because Lookers were so incompetent, just so I could travel to see family after feeling so low spending my birthday alone after a really tough few months.Overall, this has been the worst car buying experience I’ve ever had. The vehicle was not as described, broke down immediately, and the aftersales support was unacceptable.I am still waiting for my full refund and without a car because of it which is causing even further inconvenience and money.I didn’t even get a genuine apology, never mind any help. I had to chase several times for anything, all through the process, even collecting the car.

On 4th April I waited 1hr+ in person in the dealership to enquire into test driving an ID.3, to be turned away as they had none available to test drive and no available dates for booking. I then completed the online booking form. Jordan Reay in the VW contact centre asked me when I was free to test drive, implying they might have an ID.3 available. When I replied to this, Daniel Scanlan from the dealership emailed me, trying to sell me a car. When I again responded asking to test drive, Danny's rude and unhelpful response was as follows: ‘I understand but my job is to sell cars. I would ask the company you work for to get in touch with the leasing company you use and ask them if they can get you a car to drive.’