Max Burgess looked after us well.

Lack of response to sales enquiries, making promises to contact me and then not doing so, changing position on a scheduled test drive

I contacted Lookers on Tuesday morning to try to arrange a test drive of Walton's used Polos, and possibly a new Polo and despite following up a number of times by email, no one emailed to confirm availability for the Saturday. In the end, I went to another deal and bought a Polo and literally had a call from Lookers a few minutes after I paid.

We visited the showroom on a Saturday morning with a pre-booked appointment. I am an existing Volkswagen customer of over 15 years. Despite the showroom being virtually empty and at least three sales staff present, we were not acknowledged on arrival in any way. No greeting, no eye contact, and no attempt to engage. The sales team appeared more focused on talking amongst themselves than on customers entering the showroom. After waiting and receiving no engagement whatsoever, we left and drove 15 miles to Lookers Volkswagen Guildford. The contrast could not have been clearer. We were immediately welcomed by front-of-house staff, my young children were offered refreshments, and a sales advisor promptly assisted us. A test drive was arranged the same day, and I purchased a new Volkswagen Tiguan that afternoon. This experience clearly demonstrates how critical first impressions and basic customer engagement are. At Walton-on-Thames, these fundamentals were entirely absent. At Guildford, they were handled professionally and effectively — resulting in a same-day sale. The Walton-on-Thames sales team urgently needs to review its approach to customer experience from the moment someone enters the showroom. Failure to acknowledge customers, particularly those with appointments and long-standing brand loyalty, will inevitably result in lost sales and lost repeat business.

No one gets back to you, Max says he sending me cars by email this was 2 weeks ago, disgrace, since then I’ve now heard bad feedback on them

I was enquiring on a vehicle and they falsely advertised the mileage on that vehicle, they were only offering a non refundable holding fee over the phone and kept insisting I should come to see this vehicle after I stated I couldn’t come any earlier than the booking date. They also stated they would call me back a day before the appointment which they never did, Walton on Thames definitely should consider getting advice from other branches about customer service.

It took three attempts to get someone at the dealer to contact me to arrange a visit to discuss my existing PCP contract. The first two times I phoned and was told someone would call be back to arrange a meeting – this didn't happen. The third contact happened only after I emailed Lookers' main customer service point. At the third attempt, I arranged a time to visit the showroom. I was, admittedly, five minutes late, but when I entered the showroom no one approached me and I was ignored. I wandered the showroom for a short while and then gave up on anyone enquiring why I was there. Really poor service, I'm afraid.

Rude and unhelpful. Did not return calls.

I only phoned on the one occasion, but the gentleman who dealt with my enquiry was helpful and friendly and dealt with my questions quickly. However, I found the model I was looking for at a local Volkswagen dealership so did not pursue a purchase from Lookers on this occasion. Thank you.

I’m in the market to buy a new car and I would say the approach was ‘disinterested’. I aim to buy my new car in the next two weeks and will now be purchasing from a BYD Retailer where I’ve had a much better experience. It would appear that VW had no interest in retaining me as a customer at all