Great service by Andy Forsdick

I enquired about a car you had for sale, spoke to sales and someone in Manchester to arrange a video on the car. They said they would get a video across to me to confirm I was happy to place a deposit. The video never came and the car was sold roughly 6-7 hours after my enquiryI have since bought another vehicle elsewhere

I had a good service from Sam and the premises was clean and welcoming

Low customer experience

We collected our V60 estate in June 2025.By July we’d discovered that the Indicator sounds were intermittent.We spent 2 hours at the dealership only to find that the fault could not be rectified. Stuart from Service Reception looked after us for the duration.We went back again in August for another 2 hours wait only to be told by Stuart that it was a known fault and that Volvo were bringing out a ‘bug fix’ and the car should download it when it became available.By November, the fault had become worse with no sounds at all on some occasions (no indicator noise, no chimes, no radio and no phone sound) This would only be overcome by switching off and restarting the engine. I called the service department again and they suggested collecting the vehicle from us and over 2 days they should be able to rectify it. I pointed out that a courtesy car would be required and I was promised a call back with the details.WE NEVER GOT THE CALLBACK.More recently, the fault has spread to the Mobile App and the car is no longer recognised.This week, on Tuesday 6th January I called the dealership to complain and after a long wait was answered by Sam in Sales who promptly put me through to the booking centre instead of Service Reception. Can’t imagine why after I had explained it was a complaint.I was answered by Chloe who then had to spend almost 30 minutes listing everything on a ‘job sheet’ when all I wanted to do was to speak to Stuart or someone at the dealership to take ownership of this sorry saga.Chloe finished by promising a callback. Again, this was NOT received!In desperation, today I have driven the 20 mile round trip to get this addressed as trying to get the message across over the phone is a complete nonsense. On Arrival, I demanded to speak to Gavin, the Service Manager. He was polite and helpful and soon discovered that there was a booking for January 15th to collect our car although we had not been informed. Also, the need for a courtesy car had been overlooked completely! He tells me everything is now in place.This is appalling Customer Service and is a totally unfair way to treat customers. I am currently unable to give Lookers a recommendation at all.Volvo also are to blame. They should be ashamed at putting vehicles into the showrooms with known faults. Minor or not! They have seriously gone down in my estimation.

Curtis Ford was the Volvo representative and he dealt with our enquiry with enthusiasm and knowledge of the vehicle's operating features. We did order an EX30 on 13/12/25 but regrettably we had to cancel the order on 20/12/25. This was due to other considerations and no reflection on Curtis' professionalism.

5 hour round trip to see a mis-represented vehicle . Shocking oversights for main dealer . Cost me a day and other expenses .

Parking sensors were faulty following my service. I spoke to Lookers Volvo who offered a free diagnostic to find the faulty sensor - expected to be dirt lodged inside following the service valet. Further to this phone call I have not had a single response to my calls or emails to book this appointment and it has now been several weeks.

We purchased the vehicle OE74 EVG from the Colchester Branch.The review my wife left was as follows:This was our most expensive car purchase but most disappointing customer service. We sourced the car ourselves and requested that it was delivered from another dealership in group. Whist we were finalising the deal for the car, which was under deposit, it was advertised for sale by Colchester with new pictures at nearly £1500 higher. This made us feel our custom was not valued and that they were trying to see if they could get more for the car or use another offer to play us off against another customer. When we mentioned this at the car pick up the excuse for this instead made the dealership look incompetent. The preparation of the car prior to pick up failed to meet the expected high standards. The underside remained muddy from our initial view, there was dried bird soiling stains on the sunroof and they had not checked under the bonnet which was dusty, full of leaf litter and had loose trim that was a source of whistling on the drive home, but easily fixed. During the process of dealing with the dealership, we felt that little effort was made and sales staff were less than attentive and often required chasing for updates from our side.Essentially, we did not find the experience of dealing with Lookers left us feeling valued as customers.We had a car shipped down from Stockport on Deposit which took around 9 days to arrive, could not view it when we wanted to as it needed to be "inspected" to the dealership standards, when we did view it the car was presented muddy with mud also on the drivers side, so had clearly not been cleaned and the standard was also low on pick up as explained in our feedback above.What irritated us the most was the feeling of advantage being taken by the dealership once we had the car down, had reviewed it and we were finalising the deal. We had the car under deposit, it was removed from sale at Stockport but as we were in the process of buying it Colchester were still advertising the car and had marked the vehicle up by nearly £1500 on their website.This made us feel,a) Not valued as customers as the dealership was still trying to sell a car I was under contract to purchase.b) The dealership was trying to profiteer and get a better offer for the car than we had agreed.c) The dealership was trying to play me off against another customer to raise my asking price for the car.d) The dealership was not operating very ethical business practices.This was all going on why we negotiated for the car, had no movement on price by the dealership and were told no on any deal to a tow bar, bike rack and roof bar combination. (We ended up getting the tow bar as we needed this extra). While being told no on any deal is not an issue we felt the left hand of the dealership was holding firm while the right hand was trying to squeeze more money from a car I was already under contract to buy from third parties or using them t to try and leverage me.I mentioned this to Sam on our car pick up and his response was just that the Marketing team must not have been aware a car was being sold. This I find hard to believe as it was an in dealership move and if they were truly unaware then this means your processes are inadequate or staff were being incompetent.What should have been a good experience to pick up a new purchase was overshadowed by a feeling that we were not valued and basically being used to try and make the dealership as much money as possible.We had already lost the car we wanted to initially get as Sam did not get back to us when promised so we went for an almost identical option. Overall I felt that we were not a priority with the whole experience and that due to advertising a car that already under contract to buy the dealership was not operating as it should.There were 3-4 days between our test drive and completing the paperwork for the purchase, what would the dealership have done if a cash offer on the car had been made in a day and the car sold to someone else, or if a negotiation was made to buy the car and you took a deposit from someone else.Overall it was our worst experience of buying a car and it is the most expensive car we have brought.

Cars offered were a bit more expensive than previously discussed.