cust ordered 2 vans around 16.03.26, delivery would be the beginning of April, this came and went and no vans were available, then again end of April again no vans and then 2nd week May and nothing has has arrived the Paul Williams is not responding to the customer emails. The cust has now lost all confidence and would like to cancel the order and have the deposit refunded. Cust paid £1,000 on each van totaling £2,000

All good service just didn’t have the car in stock that I was after.

Darren was great

Vehicle purchased and received mid January. Have complained from day 1 that the vehicle has faults. Have requested full rejection and refund repeatedly. Emails and phone calls ignored. 1 repair has not rectified one of the problems. Almost 3 months down the line and speaking with anyone to get updates or to take ownership is near impossible. Appalling customer service and will all be detailed in a review.Whilst they are dragging their heals I am being put in a position where I will have no choice but to seek legal representation.

I couldn’t praise and recommend more the detail of care, help and expertise service I received at Looker this week. Thanks to Zara Rojas specially, who went far and beyond with her help, and to Dean, and the rest of her team for the service. ⭐️⭐️⭐️⭐️⭐️Thank you

Dear Rob and Lookers Complaints I need to raise a complaint about the lack of a return of the deposit I paid on a car. The £250 deposit was paid to Lookers on the 2nd March 2026. Unfortunately due to a high cost of a non-refundable transfer fee I pulled out of the purchase and notified you of this and first requested the refund on the 4th March. I have since chased many times on the phone and by email for this to be completed. I have been met with promises of looking into it, but with no actual call back in each instance. I have spoken to several of the staff at Lookers Guildford but all with no luck. Please can you ensure that this is completed with no further delay, as it has now been c. 3 weeks since the initial request. Please contact me to confirm this is in hand. Ed Smith

Salesman didnt really listen to what i wanted, tried to change my mind to other vehicles

Dear Sir or Madam,I am writing to formally notify you of a recurring fault with the vehicle I purchased from your dealership, Lookers VW Van Centre, Guildford.Vehicle and Purchase Details:- Vehicle: Volkswagen ID. Buzz Pro LWB (86 kWh)- Registration: RE74 KWX- VIN: WV2ZZZEB6SH000912- Date of purchase: 4 March 2026- Mileage at purchase: 14,354- Current mileage: 14,527- Purchase price: £49,700- Payment method: Bank transferDescription of Fault:Since 4 March, the vehicle has been displaying the following warning on the instrument cluster and the app: Electric drive not working correctly. Please visit workshop.”This warning first appeared on 4 March whilst looking at the van with a Lookers employee. They looked at the fault with their technician and returned to say it was addressed and it had cleared, and has since recurred multiple times. The warning is currently active on the dashboard as of today, 16 March. I have photographic evidence of occurrences with timestamps.My Position:This vehicle was purchased from you as a Volkswagen Approved Used car just 12 days ago, having ostensibly passed VW’s multi-point pre-sale inspection. A drivetrain warning appearing post purchase indicates that the vehicle was not of satisfactory quality at the point of sale.I am reporting this fault under the Consumer Rights Act 2015. As this fault has manifested within 30 days of purchase, I am within the short-term right to reject period. I am not exercising that right at this time, but I wish to preserve it while we establish the nature of the fault and agree an appropriate resolution.What I Am Requesting:Given that the vehicle is currently displaying an active drivetrain warning and I do not consider it safe to drive, I am contacting VW Assist to arrange immediate recovery of the vehicle to a local VW service centre. I anticipate the car will be recovered to Volkswagen Bromley. I am informing you of this so that you can coordinate with the receiving workshop as needed. As the selling dealer, I expect you to take ownership of the diagnostic and repair process from this point , including keeping me up to date with progress, authorising any work required and ensuring I have access to a replacement vehicle for the duration.I would appreciate a response within 48 hours confirming how you intend to proceed.I trust we can resolve this matter promptly and amicably. Please do not hesitate to contact me to discuss.Kind regards,Mary Claire Mereuta07590 025 620Email: mary.vlad.m@gmail.com

Since purchase date (4 March), the vehicle has been displaying the following warning on the instrument cluster and the app: Electric drive not working correctly. Please visit workshop.”This warning first appeared on 4 March cleared, and has since recurred. The warning is currently active on the dashboard as of today, 16 March. I have photographic evidence of each occurrence with timestamps.My Position:This vehicle was purchased from you as a Volkswagen Approved Used car just 12 days ago, having ostensibly passed VW’s multi-point pre-sale inspection. A drivetrain warning appearing within two weeks of purchase indicates that the vehicle was not of satisfactory quality at the point of sale.I am reporting this fault under the Consumer Rights Act 2015. As this fault has manifested within 30 days of purchase, I am within the short-term right to reject period. I am not exercising that right at this time, but I wish to preserve it while we establish the nature of the fault and agree an appropriate resolution.What I Am Requesting:1. Diagnosis and repair: I request that the vehicle be properly diagnosed using VW ODIS and the root cause identified — not simply the fault codes cleared.2. Vehicle collection or local authorisation: I am based in East Dulwich, south London, and do not consider it safe or reasonable to drive the vehicle a long distance to your workshop with an active drivetrain warning. I request that you either arrange collection/recovery of the vehicle, or authorise a local VW service centre (Volkswagen Buzz Centre Bromley would be most convenient) to carry out the diagnosis and any subsequent repair on your behalf.3. Replacement vehicle: Given that this fault has appeared within two weeks of purchase and I am unable to safely use the vehicle, I request that a courtesy car or hire car be provided for the duration of the investigation and any repair. The Consumer Rights Act requires that any repair be carried out without causing significant inconvenience to the consumer; being left without transport while a fault that existed at the point of sale is investigated clearly constitutes significant inconvenience.4. Diagnostic report: I request a copy of the full ODIS diagnostic report showing all stored fault codes and the technician’s findings.I would appreciate a response within 48 hours confirming how you intend to proceed.I should note that I have also contacted VW Assist regarding recovery of the vehicle, given the active drivetrain warning. However, my claim under the Consumer Rights Act is directed to you as the selling dealer, and I expect you to take responsibility for the investigation and resolution of this fault.I trust we can resolve this matter promptly and amicably. Please do not hesitate to contact me to discuss.

Originally logged against the wrong branch 08-03-26Customer Comments:I raised a complaint a couple of weeks or so ago following my visit in reg no VW22 OCN. I am yet to receive a response which i find quote disgusting indeed. What's the point of having a complaints procedure? Regards Ian