Hello Max and IzzyAfter being misled initially about you being able to get a car from another branch to your branch, where no mention of us being charged for the transport, we agreed reluctantly to pay the cost of transportation.When I said I would have gone up on the train (£60) and driven it back, you pointed out this would have put more miles on the car getting it home, as Darlington was, and you checked, 286 miles away, and we would save that on the transporter.The advert for the car stated, 17970 miles, and your paperwork today states 17977, (expected few miles for driving to transporter and service etc). However, the car shows, 18263 miles when we collected it. I saw this as I drove out but assumed the 17k miles I had confused with the price, but on checking when we got home I realised there was a discrepancy. So why the discrepancy and why did you fill the “Confirmation of cover” document etc with 17977 miles?On the transportation I queried also the £25 fuel, you stated this was because you would put £25 of fuel in for us to drive away. As the fuel gauge was on the red when we left, we filled the car up with 30 litres, so it cost you £25 for about 10 litres?When I put the navigation system on, “Lookers Walton” was the only entry. This seemed strange and like an idiot I said to Julie, “they probably put it in for when we took it for a service next”. I have now discovered that the reason the mileage is higher, is because despite you saying the “Transporter” would save the mileage on the car, the Navigation history shows it was driven down from Darlington. And surprise, the excess mileage on the car is about 286 miles. And of course £25 would be about the fuel required to drive it down, again another slight misdirection as to the actual case.You were always careful to imply the vehicle would be “Transported” to Walton leading us to assume a transporter, I hope you were not actually aware that it was being driven down.So to summarise:• We were not informed about the £415 delivery cost. When you did tell us, you said £390 for 286 miles. When I queried the difference, you stated you would put £25 in the car for us. (Actually for someone to drive it from Darlington)• The paperwork you produced today stated mileage 17977, not what was actually on the car 18263. No wonder you were trying to get us to sign everything before we looked around the car.• I am now not surprised why you were trying to get us to sign all the paperwork online before we came in and pay before we even saw the car.• We are basically out of pocket by about £300 if you take into account a 1-way train ticket to Darlington and £35 of fuel to drive back.• I realise as well that you said the car would have a full service before we picked it up, but I have no documentation that this has been done. I would be grateful if you can let me know where I can look at this information along with previous services, as I now wonder, did it indeed have a full service history previously and have you serviced it today.It has taken many years for me to put faith back into Lookers since I last bought a car from you. On that occasion at the service your mechanic crashed my car and I was without it for about 9 weeks, and never did get photos of the damage he had caused.This has been a very disappointing experience, and I feel we have been taken as fools and perhaps, the old adage of, “never trust a 2nd hand car salesman” should have been at the forefront of my mind.I was all set as you know to walk away from this car when the transport costs were mentioned, and now I wonder if I should have stuck with my gut feeling and done just that.I look forward to your responses, I guess the double hit of £415 transport costs unexpected, and then someone drove it down when I could have done that, has made me feel a little disappointed.Philip & Julie Buckland10 Hilley Field LaneFetchamKT22 9UX07414959527

Hello,So we ordered our new car on 31/10/25 after being told by our local dealer of lookers less than 5 miles away they don’t need to do it! Then we went to where we were directed by said dealership to buy the car who done the deal which was great although 220 miles away in the same network.Since ordering we have had such poor communication with regards to the purchase to the point we have had to use this contact method to even get contact, a video or even an order form.I believe the finance is yet to be put in place even as of today as we were told the BM was off Sunday/Monday ! Today both myself and partner have called the dealership to be told the BM (Manish) would call us back which he never !!! And after asking for the last week for Izzy to call us back the GSM ? Nothing !!The crooks of it is the dealership asked us for £1400 for delivery of the vehicle which we are not willing to pay so last night we changed our plans for our London trip on Tuesday.We have cancelled our return trains to and from London on Tuesday to driving down Tuesday staying in a hotel on the evening and picking the car up Wednesday lunchtime to travel home to Teesside but no one responds or updates anything.I am disgusted in the service we have received ! We need to collect this car Wednesday and we want compensating for the whole massive inconvenience the whole process has been horrible and I cannot stress how important it is that someone from your SLT contacts me first thing.The car is in the showroom not even locked or marked sold as we have the video from your sales people which I’m sure comprises VW brand standards.It’s been a shambles if we are honest so can someone please take control of this ? Delivery should be free with the amount of bad service and miscommunication we have received throughout this journey !

We booked our car in for a warranty repair on 24th September to look at our Car Play as it gets confused when 2 different phones get in the car that have previously been linked, also after a few minutes it will just randomly disconnect, or sometimes doesn't connect at all which makes navigating impossible. Despite having the car all day, they did not fix the problem, citing that the main guy for this job wasn't in that day. We re-booked for 3rd November and this time they had the car all day but clearly didn't prioritise our vehicle as they ended up keeping it overnight. We collected the car late morning the following day (if we hadn't phoned up, we wouldn't have known that the car was ready to collect, there was no continuity of customer service) and the software update the problem continues.

No one returned my calls on four separate occasions.

As a prospective new EV customer looking to make the switch from my ICE Volvo, I visited your Walton showroom several weeks ago to enquire about a used ID4 being advertised on the Lookers site and on AutoTrader. I had an initial useful conversation with the Sales Executive about the cars which unfortunately weren't on site as they were being driven by staff members.The Sales Executive promised to call me back when he knew they would be on site for me to visit and test drive. Radio Silence.A week later, I've taken the initiative to call the Sales Executive and ask whether the cars were around and if it might be possible to organise to visit. Again, no, the cars are not on site but he promised to call me back Monday morning to organise something.Monday, Tuesday, Wednesday, Thursday, Friday - radio silence.I guess business must really be booming for warm customer leads to be ignored. Marshalls of Gatwick appear far more enthused to win my custom.

Hi just wanted to say the staff are brilliant at Walton - i go there even though we have Brentford closer. I am a bit confused as my car came in for an MOT and has been given an advisory on three tyres of which 2 have 4.5mm of tread , now being in the car trade for over 30 years i find this very confusing as there are many thousand miles left on these - why would you class this as an advisory and ruin the MOT history of the car as we check the depth of the tyres on a monthly basis. car is a Golf R line KM69UFW .Sorry but this does not make any sense to me, please explain - my email is IKiegill@gmail.com

Customer Service absolutely appalling. Agree times to call, no response continuously fobbed off by Sales Team. Trying to organise delivery of a car paid deposit on 31/10/2025, didn't receive order form until 12/11/2025. No communication or urgency to get anything resolved. Sales advised waiting for a Registration Number to be allocated, this should be complete by now but no update

My overall customer experience with Walton has been awful, from after we placed an order to the potential plan as we near the end of the agreement.1. The communication pre and post sales from the sales team is next to appalling.2. Once the order placed, no one replied to email or phoned back.3. I got an email in July for an account review, a telephone call time and date was arranged, and nobody called. I followed up with an email and nobody had the decency to acknowledge they missed a telephone meeting.4. I then get a call 2 months later for an account review again, we put a preliminary date in.5. You clearly have no system as I get another email from someone saying I need an account review. I replied saying already have a date in. A courtesy email to say ok would be professional, but nothing.

We have been trying to test drive and buy a new VW Passat Elegance from Lookers in Walton on Thames. Over the course of a week we called 5 times to try to book an appointment, spoke to 3 different people and no one returned our calls, despite having been told that they would. The staff were neither helpful nor particularly polite. We did manage to make an appointment for today, though arrangements were vague and no confirmation via email or text was sent. We did receive a call from a salesman on the morning to 'check we were coming'.Upon arrival we weren't greeted by anyone and when we asked after our salesman, his colleague looked up from his phone just long enough to point us in the right direction. The salesman was polite and took us to the Passat we were considering buying which was parked up at the side of the building. The car was £44k and brand new so we couldn't drive it but it was neither washed or cleaned. It had the renants of two small wasps nests in the boot and still had the mud "from the rugby club field where they store them". It certainly didn't look like a brand new car to us! Why would anyone be prepared to buy a car that was in this state, new or used?We test drove a hybrid version of the car which was a different spec (R Line) but we hoped it would confirm that Elegance was the right car for us. Sadly, due to the presentation of the car and the poor experience with the dealership up to this point we decided as we drove that if we were to buy it would be from elsewhere. We were so excited at the thought of buying a brand car for the first time however came away from the experience disheartened, disappointed and disillusioned. Lookers is a dealership that we went to as your reputation is a good one, but we will not be returning, at least not to Walton on Thames.

The Sales representative committed to include floor mats as part of the sale and some months later we still do not have these. The individual in question has since left the company however I spoke with a colleague who said he would investigate and its now a week later with two follow up emails send and no response.