in march cust part exchange his vehicle. V5 given to the dealership, the have not registered them selves as the owner of the car. DVLA have fined the cust for not advising the change of ownership. 12.07.26 is the deadline for the fine. If not paid will be 1,000 cust is not liable.

I enquired about Approved Used Tiguan's in Walton Lookers on 7th June, and Salesperson Iftikhar found me a suitable car at your Battersea location. I paid a £500 deposit.Iftikhar called a few days later to say he was no longer able to offer the car and tried to propose an alternative, to which I said I was no interested. A couple of days later, on 13th June, I emailed asking for a refund of my £500 deposit. I did not receive any reply from Iftikhar.I emailed again on the 15th June asking for a refund of my deposit, and on the 16th June I received a reply stating it would be refunded to my card in a couple of days.On the 19th June I emailed Iftikhar asking if my deposit had been refunded, as it hadn't arrived in my account. No reply from Iftikhar.On the 23rd June I emailed Iftikhar asking if my deposit had been refunded, as it still hadn't arrived in my account. Again, no reply from Iftikhar.On the 26th June, I called Walton Lookers and spoke with a salesperson who I believe was called Alex, who said he would ask Iftikhar to call me - I advised Alex that I didn't want Iftikhar to call me, I wanted me deposit back. He said he would follow up with accounts.It has now been 3.5 weeks since I paid my deposit and it still hasn't been refunded. I am incredibly unimpressed at the complete lack of customer service provided, which I can only assume has resulted from me not purchasing a car from you.Your salespeople clearly only care to help potential buyers, and ignore correspondence from those who are no longer interested. The irony in the situation is, I purchased a VW Tiguan, but from another provider as your team cancelled my order.As someone who personally runs a Sales Department offering high-end products, similar to your own, I would be investigating why your team are offering such poor standards of customer service, as it will ultimately damage your brand.I expect my deposit to be refunded by close of business on Friday or I will have no option but it post my thoughts in the form of a public review online.RegardsJames Townsend

I complained about the service I received from the lookers Sales team at Walton on Thames on a trust pilot. Only then to be asked to complain directly to lookers and then I receive a bog standard reply from Lookers who did not address my concerns or even address me personally. I am unable to reply to there email as is from fautomated system. So, this is my reply Dear sirs , I have received your reply regarding my customer service and the appalling customer continues. Instead of addressing my question you have sent me a big standard reply and did not even have the courtesy to address me by name. I am very disappointed in lookers Regards, Glenys Balchin

I am still awaiting my V5 document. I purchased the car and collected it on the 2nd January 2026. Despite numerous attempts to contact the dealership, I have contacted both Max and his manager Izzy. I was told it would be dealt with asap but I still haven't received anything and now I'm not even getting a response to my e-mails. This is now beyond a joke. I would like my V5 to be sent to me as a matter of urgency.

I just wanted to write to say how disappointed, angry and upset I am at the way I have been treated by Lookers Hersham and by VW.I am well aware that my car was 6years and 3 weeks old and I did not buy it from Lookers but to treat your customers like this is totally unacceptable. I was subjected to a plethora of accusations without any evidence. I repeatedly offered to show them the paperwork but that was ignored.To have engine failure after only 6 years and 3 weeks and 71,000 miles was totally unexpected and I thought that a VW dealership would have done everything they could to help. As you can see from the report from YOUR technician it was not my fault.Given all the details of my car, your customer service, emails/letters and phone calls would you be satisfied with the customer service? Would you not have expected a goodwill gesture? And every effort to help? Made to pay the £180 for the report which was ignored and information never used as confirmed by your staff.Is VW aware of the cost of living crisis or are your customers just meant to find the extra money when VW don’t put their cars together properly. Has VW learnt nothing from their emission scandal.My son and I wanted to buy a Polo, but Izzy Daly refused to negotiate. You could have sold two cars, in cash. I went elsewhere.It is clear that VW and VW Lookers are not bothered about they’re customers and their reputation. I was not asking for much—just some acknowledgment of the situation. At no point did I expect the aggression, lack of professionalism, and total incompetence that your staff exhibited.Yours sincerelyHannah Lomas

Hi,Please can some one help?I have not had a response since last Friday.I purchased the car just over a month ago now, 1 year old.On the drive home from collecting I noticed the steering wheel shakes at Motorway speeds and gets worse the faster I go. To the point I can feel it in the seats. I make Luke aware the following day via email.I have been told by izzzy they most likely won't be able to prove this as it happens at motor way speeds and they have provided no additional help or response.The car was also missing the drivers side car Matt and was told this would be posted. I have not received anything and this was over two weeks ago.This is my first experience with VW and I assumed the 1 year old car would have no issues. Instead I am now concerned taking my family on the motorway.Please help, I want to stay with Vw as the cars are nice. I just don't feel safe with this car becoming of the fault.John07949438266

07/06 reserved a vehicle paid £250. Saturday tried to call several times, sunday they drove to the dealership. The cust lives some distance away, arrived few colleagues, no one was interested in us. Cust in the end cust approached the staff, give the cust the keys to take the vehicle on a test drive but it wasnt charged. Cust felt very harassed to purchase the car. Max was very pushy regarding the sale of the vehicle not ready for the cust and the experience was terrible. They have still not returned the deposit. cust was refused delivery.

The person that I dealt with had absolutely zero customer service skills.I was basically handed the keys to go for a test drive and wasn’t actually told anything about the car when I got back. I handed the keys back he asked me what I thought and then said goodbye. That was it.Bloody awful service.

Max,We still haven’t received the v5 documents. Please can you chase this up urgently.Meadhbh

Dear Lookers Volkswagen Walton,I am writing to raise a formal complaint regarding my recent experience when my vehicle was booked in for a service and MOT. I hope this feedback will be taken constructively and that we can reach a satisfactory resolution regarding the damage that has occurred to my vehicle whilst it was in your care.When I arrived, I explained that my wing mirror had recently been damaged but that I had secured it with electrical tape. The mirror remained functional, including all electrical features and sensors. I was reassured by a member of staff that, provided it remained secure, it would not cause the vehicle to fail its MOT.Later that day, I received the MOT advisory report, which showed no significant issues. I was also provided with a quotation of almost £1,000 to repair the wing mirror. This seemed unexpectedly high, particularly as I have previously had the same mirror repaired after it had been completely torn off by a lorry, and that repair required more extensive work at a lower cost.When I contacted the dealership to discuss the advisories and whether my vehicle was ready for collection, I spoke with Stephen (if I have remembered his name correctly). Unfortunately, I found the communication disappointing. I felt that my calls were treated as an inconvenience, despite simply seeking clarification regarding the work carried out and the advisories raised.On several occasions, I was told I would receive a call back, but this did not happen. During one conversation, the call was ended before I had finished asking my questions. This left me feeling uncomfortable about making further contact and gave the impression that my enquiries were unwelcome.My primary concern, however, relates to the condition of my vehicle when it was returned. I do not believe the wing mirror was fully assessed in the manner described, as the electrical tape I had originally applied remained in place. In addition, someone had wrapped duct tape around the mirror. This appeared unnecessary given that I had already been advised the vehicle would pass the MOT with the mirror secured as it was.The duct tape partially covered the mirror, looked untidy and unprofessional, and showed little care for the condition of the vehicle. More importantly, I am concerned that the process of applying or removing tape has resulted in scratches around the wing mirror housing that were not present before the vehicle was brought to your workshop.When I collected the vehicle on 20 June, I showed these scratches to Richard. He agreed that the appearance of the repair was untidy and unprofessional. He also reviewed photographs taken when the wing mirror was first damaged and was able to see that the scratches now present were not visible prior to the vehicle being brought into Lookers Walton.I would also like to acknowledge that another member of staff I dealt with on 20 June was polite, professional and apologetic. They advised that my concerns would be raised and that arrangements could be made for the damage to be reviewed next week.I understand that there were staffing issues on 19 June. However, whilst I appreciate operational challenges can arise, customers should still be able to expect professional communication, appropriate care of their vehicles, and a consistent standard of workmanship.I purchased this vehicle through Lookers and had a very positive experience at that time. Unfortunately, my experiences since then, including MOT and servicing visits, have left me feeling that the standard of care and attention has fallen short of what I would expect from a Volkswagen main dealer.I would appreciate a prompt response outlining how you intend to investigate this matter and, in particular, how the scratches and damage around the wing mirror will be rectified.I look forward to hearing from you.