I APPROACHED THE DEALER. THEY HAD SUPPLIED THE MOTOR CAR. ALL THEY SUGGESTED WAS THE SAME MODEL AT NEARLY DOUBLE THE COST. NO HUNGER, NO INITIATIVE - POOR CUSTOMER EXPERIENCE.

Purchased an Audi A3 hybrid Sportback at Lookers Sunderland this last week. Love it.Visited the showroom twice and was so impressed.Martin Blight the salesman was so professional, knowledgeable and patient with me.Martin sold us our previous A3 from your NC branch.He answers every question asked does not offer "hard sell tactics" I appreciate his approach and will certainly recommend him and Lookers Sunderland to friends and family.Thank you Martin and Dan..Best wish Sheila Scarr.

I’ve booked this in just today for 19th JuneI then called to secure a courtesy car and have been told the earliest I can get one is 3rd JulyReally poor this, I literally only require it to drive back home from the garage and back againAppreciate you have limited numbers but can’t believe you couldn’t borrow me any vehicle for this serviceReally poor and not the first poor service I’ve received from Audi Sunderland

2 days waiting in for my new lease car delivery. Dreadful communication, poor or no calls despite being promised updates. Playing the blame game with the delivery company. Not my problem, at the end of the day its supplied be Lookers so down to you to make sure the end user gets their vehicle. I have been offered £25 which went to £50 compensation for 2 full days waiting, making phones calls chasing my new car, not sleeping and stressing about if i have made a mistake ordering an Audi. The fiscal amount of compensation is just a joke. If I hadn't chased my new car I don't think anyone have been picked up that you had an extra A6 sat in your compound. Every time I chased the story changed, the updates as to when the transport company would call me changed. Its not even poor service, its no service as I had to do all the leg work. Nearly 20 years selling and managing new car showrooms and this is exactly the level of service I used to sack sales people for. I understand mistakes happen but its how you make amends after that turns a complaint into a customer for life.

NEW CAR PURCHASE NA26KYXI am unfortunately having to make this complaint in the hope that it will end the wall of silence I am enduring about the £11000 owed to me for the car NA73HKW that Lookers purchased as part of my new car deal for NA26KYX at Wearside Audi on 8 May 2026, 3 weeks ago.I hope and expect that you can get the £11000 paid into my bank account without any further delay.To keep things in context, I must say that NA26KYX is the 3rd new Audi I have bought from Wearside Audi with associated servicing done there too. Up until this issue, my experience has always been the positive one Lookers say they want it to be.So I am shocked, dismayed and disappointed that this matter is dragging on the way it is. I raised my concerns on 21 May by email to Melissa Fenwick the Sales Executive and copied in Shaz Hamed the Sales Manager. Melissa replied to say ‘I’ll try investigating for you. I have sent off details to accounts….’. Since then, I have heard nothing. At no time has anyone contacted me about progress with paying me the £11000. I have received nothing to tell me to expect a delay or who is dealing with it.I do not think I am at all being premature in raising this complaint. I have contacted a couple of on-line helplines who have said my wait for the money is lengthy for Lookers or any reputable main dealer and along with the lack of communication these are ‘red flags’ that things have not progressed as they should. They recommend that I do not wait any longer to pursue the matter, initially through your complaints process.The fact of me being due the £11000 ‘Cashback’ is not in dispute. I have an email from Melissa dated 2 February 2026 setting out the deal. It is additionally documented in the ‘Vehicle Order And Agreement’ I signed with Mellissa in the showroom on 8 May. I have a copy of these documents if you need me to send them, but Lookers will already have copies too.Clearly the issues to be resolved are that I am overdue the £11000 ‘Cashback’ from Lookers but have not got it; no explanations are being given about why I haven’t; it seems no-one is taking responsibility for doing anything about it!Notably in the time I’ve been waiting for the ‘Cashback’ all other aspects of the sale have been completed quickly and efficiently - the car NJ73HKW (that Lookers haven’t yet fully paid for) has been checked and serviced by them; the car is up for sale and advertised on line; Audi Financial Services have my account in place; Direct Debits from my bank account have been set up and are being collected.I look forward to hearing from you. I am hoping for a quick and satisfactory outcome to restore my hitherto positive view of Wearside Audi.

Fantastic from start to finish- outstanding customer service

If you need to speak with us please contact my husband as he can take calls at anytime

Andy the salesman was very knowledgeable and put me at ease big thank you to him

I had an appointment last Thursday to carry out a software update, as I was traveling down the country and needed to charge the car to 100%, as it was restricted to 80%. I waited 4 hours for the update, but apparently it was ready to collect after 2 hours, message was sent to my wife’s phone but I was sitting in the waiting room, this is not the complaint. After returning home it became clear that the car was still restricted to 80% charging, resulting in an extra cost for charging at a service station on my trip. The myAudi app must have been disconnected during the software update; as it is just showing that the car is temporarily deactivated on most functions in the app, and can’t change the charge limit on the cars MMI, and yes, the MMI has been reset and made no difference. After phoning Wearside Audi I was asked if I could call in one day this week and they would take a look. But now I have received an email saying my appointment was confirmed for 11am tomorrow, I didn’t have an appointment and am unable to make this appointment. I tried to re-arrange to next week but had no satisfaction. While the car was in the garage last week they were supposed to check the car mat in drivers side as peg was missing since picking it up from brand new, this was not looked at either. Basically the car has more problems now than when we brought it in. All we wanted was to be able to charge to 100% for longer journeys. And the car to be active in the myAudi app.

Dealt with professionally.