Lexus UK 

Bought an rx450h from Andrew recently, everything went smoothly and he was very professional. I have just got a couple of small concerns. When I test drove the car he told me they would put on 2 new tyres and new brake pads on the front. When I picked up the car a few days later Andrew told me that it now did not need new brake pads ?? I found this a bit strange but didn’t question it, probably too excited at picking up my first Lexus. They did replace the tyres though. When I got the car home I noticed a small stone chip on the windscreen which should have been dealt with before I picked it up. I did take out the service plan so I’m sure if the brake pads were worn at point of sale they will replace them at next service, fingers crossed.

We recently bought a used Lexus NX 350H from Lexus Chester and can't speak highly enough of Andrew, the sales person who dealt with us. He personifies the Lexus brand and could not have been more helpful in all aspects of the transaction.

Dishonest and impressively so.

Somehow managed to turn a trivial non-issue into an elaborate performance where the senior manager even attempted to use Jedi mind tricks to command I accept his “gracious” resolution; truly a first! Long story short, they simply overfilled the oil during our NX’s first service. Dip stick says too much, they did the service, so they are responsible. Their reaction? The dip stick means nothing, no such thing as overfilling, don’t believe your eyes, it must be due to the positions of the planets this morning… oh, have we told you how amazing we are and how quickly this humble family business (racket) has grown from literally nothing?!? ;).

Seriously though, they even offered to demonstrate the removal of the oil to measure it in front of me but when offered to go to the work area to witness this they had already removed it and had it ready to show at the max level in a dirty container. How convenient! Shame they forgot to invite me round back as they were removing it, as promised, which would have actually been the transparency they offered. Then guess what, when checking the same dip stick after they put the dirty oil back in the engine, lo and behold the oil level was now within limits! Amazing!! Maybe they were right and I’d imagined everything and the photos I took of the excess level was all some sort of trick of the lens. No, just a pointless exercise in bulshiddery from start to finish.

Conclusion? Going to such lengths over an honest mistake on their part, bombarding customers with a torrent of ridiculous lies and gaslighting, while probably ending up spending more with such a performance than it would have to just fix it by the book means one thing to me, dishonest chancers who clearly operate like this on a daily basis.

Can’t be trusted and I’d caution anyone dealing with them to think carefully before being roped in with the “gracious” patter and a free lunch of tea and sandwiches.

Will be working with a different, higher rated dealership from here on as these guys are not the Lexus brand.

Standing by for the inevitable reply seeking to deny, obfuscate, distract and act like victims.

I bought my Lexus CT200h vehicle from Lexus Chester dealership in February 2025.

Since then, the after sales service has been absolutely incredible at Lexus Chester.

Shout out to Steve Pike - he has been so helpful as my Lexus Sales Specialist - right from sending the initial car video before purchase - to replacing my cracked number plate free of charge this week. He is always a simple message away, if there are ever any issues.

There was an initial slight issue with the steering column in April 2025 on my vehicle - which was fixed as a matter of urgency - and I was issued with a temporary courtesy car to use, and he organised to drop the car off to my home address.

Would recommend - a 5* service.

Thank you,

Regards,

Naeel E

We trusted Lexus Chester for peace of mind, but less than 2,000 miles in, a serious brake issue appeared. A Lexus dealership confirmed the discs were lipped and needed replacing, something the original health check and “assured service” should have caught.

Instead of standing by the sale, Chester left us with a £900 repair bill for a fault we didn’t cause, offering multiple excuses instead of accountability. Not the aftercare you’d expect from a Lexus dealership. Really disappointing.

I've now purchased 4 Lexus RX models over the past 15 years (twice from a dealership) with the dealership experience being very poor and Lexus Chester being the worst.

Right from receiving a 'nice Lexus folder' to keep my documents in, which clearly belonged to someone else given it had 'Fuel Receipts' written on it, to being left in the lurch regarding an upgrade for the SATNAV, the experience has not been good. When I attended the dealership for my appointment with the salesman I was clearly left with the feeling that she didn't have time for me; the appointment was rushed and ended with a 'if you don't mind I have another client'; clearly they were spending more money than myself.
When collecting the car, lovely from the outside but the car wasn't clean inside; the door handle pockets in particular were filthy and not something I expect from a Lexus dealership. Also, the flowers for my wife on collection? Well, that magically transpired into a packet of biscuits!
As mentioned the whole experience wasn't good and at time of writing this review, I was still waiting for Tom to respond regarding the SATNAV upgrade; given that wait has been spread over about 6/7 weeks at least, my patience has expired. The only individual who responded positively during any time I contacted the dealership post purchase was the actual Manager.
Lessons learnt.

The Chester Lexus dealership (Michells) is head and shoulders above any other I've experienced.
Professional, helpful and efficient.
No silly sales banter!
From the moment you walk in and are greeted by the lovely ladies on reception to the time you leave is a quality experience.
Steve who sold me my car was superb!
Other dealerships could learn a lot from Mitchells!

I would never ever again purchase Lexus This company is absolute disgrace. You people are great with customer service when you want people to buy your cars but afterwards when something goes wrong all you do is washing your hands off and blaming customer for something that is completely irrelevant just because your staff hasn't got a clue how to fix your own software. Your actions and practices almost caused me a miscarriage with the stress and nerves they caused me. AVOID AT ALL COST.!!!! I will be taking my case with Ombudsman service.

Lexus Chester always a pleasure. 5* service and support. Staff really helpful and go to great lengths to make a visit a good experience. Thank you !! 👏👏👏

Fantastic Customer Service.... Service Department in particular David Pierpoint. What a lovely chap. He arrived at my property to collect my car to take for it's yearly service and first MOT. He explained to me about my expiring Service plan. Once the car was returned with a clean bill of health and passed it's MOT, nothing was too much trouble in explaining things to me that I raised with him. He even parked my car up whilst moving his return vehicle... Didn't want to disturb me, having to move it myself. What a really helpful man and Lexus garage should look after people like you... You went above and beyond. Well done and thank you for the exceptional service!! Very much appreciated.

I'm disappointed with Lexus Chester. In February of this year I received a recall notice that my hybrid model of the Lexus due to a factory fault with the fuel system might cause a catastrophic fire and it needs to be sorted very soon. I phoned them immediately to arrange the appointment. The nearest date was the 12th of May and with our jobs we booked that day off. The 10th of May I received a cancellation phone call from the service department at Lexus Chester. The reason of the cancellation was the parts were not there. I was told by them I would have to wait for the parts to arrive and they would contact me to rearrange the appointment. So far I have heard nothing back from them since. And I am very concerned with the fact that there recall on a fault on the fuel system could in danger my self and any passengers in my vehicle.

Had car in for service and other repairs at LEXUS TUNBRIDGE 1st class on the vehicle repair carried out by RYAN every thing done to my complete satisfaction young LUCY in service reception spoilt us ROTTEN she explained everything on the final invoice and was kind enough to fill in my new service HISTORY in my new book as the original one full all in all a great experience looking FORWARD to my next visit in August for mot ANDY LYNCH was my initial contact and he followed the repairs and kept me fully informed about the cost and progress of the repairs ANDY IS A GREAT ASSET TO YOUR COMPANY a really nice guy to deal with once again thank you you all for looking after us REGARDS ALEX &SHIRLEY COWPAR

Customer service is outstanding. Nothing was too much trouble for Jason. He went above and beyond our expectations. Polite, friendly and very knowledgeable. A pleasure to do business with. It made the whole experience memorable. Will definitely return when we are ready for our next car. Thank you Jason.
Best Regards Elly & Les

I have recently had the pleasure of buying a Lexus from the Tunbridge Wells branch. Talk about making someone feel valued ! Their customer service was exceptional. Rukesh was exceptional in dealing with me and couldn’t have done anymore to ensure I had the car that suited my requirements best and ensured everything went to plan. The manager Andy was also exceptional. Not only did he introduce himself and chat to me but also made sure I was being looked after. I would highly recommend this dealership as they really care about their customers. The car is also exceptional

I have recently had the pleasure of buying a Lexus NX300 from the Chester dealership and wish to the mention the Sales person Ryan Mitchell who handled my purchase.
Nothing was too much trouble for him and he made the whole event an absolute easy experience helping me to understand every process very clearly and never exerted any pressure to buy.He was very knowledgable and courteous and a pleasure to deal with.
He is a credit to his company and I would recommend a visit to him at the company premises for anyone wishing to buy a Lexus.

I have just bought a car from Lexus Chester and I was very pleased with the service received. My purchase was dealt with by Ryan Mitchell, with whom I was particularly impressed. He was extremely helpful and knowledgeable, and nothing was too much trouble. He kept in constant touch to guide me through the process and to keep me up to speed. Every year the 'Which' magazine puts Lexus as its top rated dealership, and now I can see why.

I had an amazing experience purchasing my first Lexus Car at their Chester dealership. The staff that attended to me was Jason Holt. He patiently waited for my arrival at the train station and I got VIP treatment all through the process. The customer service I received from the team was excellent. A big thank you to all the staff at Lexus Chester.

My idea and I purchased a car today from Lexus Chester and wanted to highlight the excellent service we received. The member of staff who looked after us was Ryan Mitchell - at all times he was courteous and extremely helpful in guiding us through the various stages of purchase. We look forward to returning for services and thank all involved for the positive experience.

Ian Hampton
Heswall

For a brand that's meant to thrive on customer satisfaction and for cars being built in Japan by Takumi craftsmen. Lexus Glasgow is unscrupulous and an experience that left me out of pocket and with a bitterness. Bought a car over £20K based on numerous calls and emails to confirm that car was perfect being ultra low mileage. On the day of collecting the car 25.01.2020 it had more badly touched up stone chips than I could count, swirl marks on every panel and a rippling dent on the engine hood. Which they all missed. Not only to mention a bumper graze which they did not even bother to buff. They presented that car with a wash. I was absolutely mortified for a brand that struggles to get recognition in sales compared to MB, BMW or Jaguar. And focuses on customer service satisfaction to retain returning customers
They absolutely destroyed that image. It's my second time I have bought a Lexus. And both times I have been badly affected. The first having one of their salespeople forging my signature on a gap insurance (that person got fired) and now by Lexus Glasgow. This is what you'd expect to watch on rogue traders bbc. So disappointed, dissatisfied and never to trust Lexus centers.

Lexus Chester : VIP treatment for customers from start to finish of purchasing your car.
Excellent communication right from the start from the team ,especially Josh who saw us right through the process !
5 star treatment throughout, helpful friendly and first class in keeping us updated helping with registration tax and even to getting the private number plate organised. You could not meet more friendly professional people.
The car is amazing , nothing is too much trouble , spending as much time as you need to show you everything about the car, test drives etc .As much time as needed . We would also like to thank Joshes mum who has been amazing in looking after us with coffee and treats. We cannot thank you all enough for your hospitality . and the lovely flowers given to my partner as we drove away this amazing car! Thankyou all Peter & Linda x