Lexus Reviews 

lexus at cardiff took time out to go through the cars controls with me although i didnt buy the car from them so a big thank you to ollie who put me on the right track

I recently bought a brand new NX. Initially I found it on Autotrader. Went to a relatively local dealership to take a close look at the car, but they didn’t have the spec’ or price to match so I ended up buying from Lexus in Swindon.
I’ve never had a Lexus before but by most measures , reliability quality and to some extent value they always score highly. I also believed that this would apply to the dealerships and their colleagues.
I’ve scored my experience of buying at 3. That’s because it was my decision to buy a car almost 300 miles from me and to deal with their colleagues either online or more usually via telephone.
What I would offer Lexus Swindon is some feedback in customer service and it’s meant with good intention.
I had dealings with Lexus colleagues in Birmingham, Wolverhampton and Cambridge. Without exception they were helpful and supportive and very professional. Had any other of those dealerships had the car spec at the right price I’d have bought from any one of them without hesitation. I guess buying so straightforwardly and for the sales colleague to get a sale ‘in his lap’ so to speak might have been a factor , but the young man I dealt with was not in the other dealerships league from a customer care perspective.
Everything was like pulling teeth and a bit of an effort Any and everything required me to prompt him for the next steps. I even explained that I would need my hand holding at every stage. I had an issue with the docusign process. Response , ‘I’ve never known anyone else have that problem’. But no advice or help. I was asked to get certain documents back to him as soon as I could. I did. Then he emailed me , this is after speaking with me only the day before saying that he’d filled one of the documents in incorrectly , could I do it again.. This after having explained how I would need help if any of the forms required even the most basic of technical know how. He wasn’t really interested.
Even when valuing my vehicle. I explained to him and quoted verbatim from the autotrader protocol about condition and price . I offered to send a video and pictures , no apparently I didn’t need to do that. Yet he disputed my comments about condition , implying that things like stone chips must be an issue. I do understand the need to get things accurate, but the tone and behaviour wasn’t at the other colleagues I encountered level of customer service.
He initially said that he’d arrange for one of their new vehicle specialists to do a video call, but never followed this up. I’ve also now had the car for a full week. No phone call to ask how things were going. I was given only one key with the new car. Apparently a common practice with Lexus because of issues with semi conductors and short supply, they decided ages ago to not slow down delivery lead times. I never got a call about this and had to chase it up myself. It turns out that my fella was on holiday so I spoke with two other colleagues from the dealership, again both head and shoulders above my chap. In my profession, which was all about customer service and interaction we were measured on satisfaction and incentivised . If I was planning a holiday I might have let the new customer know that I was away and if he had any concerns to contact another colleague. I’d also have made him aware of the key issue. All these things didn’t make the person , a rude or obstructive individual. He just didn’t make the whole buying process particularly memorable or even enjoyable. Hence 3 stars. I used my own money to buy a car from a new brand , I wasn’t impressed at all. We will see what happens when I turn up at my local -ish dealership on Friday to collect a second key, let’s see what they’re like.
Did it matter ultimately? No. I bought the car because wanted it.
I guess the question for Lexus Swindon is, why would your sales colleagues vary so much in service levels?
I would assume that the benchmark was the other three dealerships that I spoke with, as they were the majority. Perhaps not having to do very much made life too comfortable for the guy I dealt with.
Does it matter? Yes. I think it does. I certainly wouldn’t buy another vehicle from Swindon next time around. I would though buy from one of the other three dealerships and I’d certainly take my vehicle for servicing there. Whereas not Swindon .
I would also tell people about their customer care. And some people wouldn’t be impressed enough to continue with an enquiry. So , yes , it does matter to people.
I haven’t named him because it wouldn’t be hard to get in touch with me for that information.
I did expect better service when I’m investing in such a relatively expensive purchase. And from a proported quality brand. The date of experience, below I have made as the day I took ownership . That should narrow it down to who the colleague is.

Small damage to the door found after it was purchased , My fault because i signed a damage waiver when the AA came to access the car due to the battery running flat even though that is AA company policy. The AA mans fault because according to Lexus Bolton he damaged the door when removing the key cover on the handle, i watched him and at no point did any damage occur. In the end one of their sales team attempted to paint over the damage, not the best job and i was told that’s the best i’m going to get, not what id expected from a Lexus dealership …so disappointed

Excellent service at FRF Lexus Cardiff. The staff were all very helpful and welcoming. A special mention for Sean Reed who helped us through the process with great professionalism and accommodating attitude. Also a mention for Ollie who looked after us when visiting the showroom to learn about our first all electric car.

Awful awful company with cars that lack any kind of security when things wrong. Don't believe the hype.

Ordered car charger with new LEXUS late November still waiting on a site visit. It was subcontracted to Bordgais/Easygo asked again today and they will get back to me with a date. Very poor service. Really good advertisement for Electric Vehicles.
Lexus need to take some hands on responsibility to sort this out

Received great help from Anthony today setting up the controls.

Excellent service at Snows Lexus Exeter.
I visited Lexus Exeter yesterday on 17/12/2024for an annual service of my ES300H.The service provided there is perfect,The personel was very helpful and very friendly.Thank you.I am commpletely satisfied and I highly reccomend Lexus Exeter.

I would like to thank all the staff at the Gatwick dealership and in particular, Alex who was very helpful and accommodating in the purchase of my recent LBX. Despite many obstacles Alex worked hard to overcome them and get the car I wanted in record time and also to help me sought out an issue with the DVLA.

When I purchased my Lexus the nearest place I could get a recognised service was Plympton 73 miles from my home in Cornwall . Then earlier this year that branch closed, that meant the nearest service place was Exeter 107 miles from my home. As I am a pensioner and do not relish driving at night besides the additional cost of going that far I would need to pay overnight accommodation . So I decided I had no alternative but to sell my Lexus I was shocked by the level of depreciation in this low mileage vehicle that I had for just over a year. I contacted Lexus who were less than helpful!

I have had my Lexus for nearly 2 years, it is a 350nx hybrid. I have had 4 issues with the car battery not allowing the doors to open, each time I had to wait for the AA arrive. Yesterday; the doors opened, I got in, pushed the start button; then everything went wrong. The doors all locked, the whole system shut down, I could not get out of the car. I had to sit in the car; luckily I had my phone with me. I was able to contact Lexus; it took over 30 minutes to actually speak to somebody who knew how to help. They told me how to release the drivers car door. If the car had caught fire, or myself following a panic attack, became seriously unwell, nobody could have got into the vehicle. I keep being fobbed off as to why this happens. Surely this is a dangerous issue.
Lexus customer service has been appalling. I would seriously not recommend this vehicle to anyone

On Wednesday last week I took my Lexus car into Lexus ( Star City ) Birmingham for my annual winter check.

I have had 4 Lexus cars, all from Lexus Birmingham, over the past few years my last and current one being a brand new 18 plate GS 300 Executive Edition - one of the last to be made apparently - and which still drives like an absolute dream.

Lexus Birmingham is always, but always, absolutely spotless - so spotless that the undersides of all the vehicles on display are clearly visible on the highly polished floors without the aid of mirrors.

My greeting at reception and always by name is, without question, absolutely exemplary and always accompanied by lovely, friendly chat with the receptionist about this that and the other. And before I've hardly sat down on the comfy settee there is a cup of tea and a biscuit, or two or three waiting for me.

With regards to my visit this time all I had booked in for was a routine winter check and a valet and even though it was a low cost visit the service provided at the service desk was no less impressive and faultless than if I was going to collect a top of the range brand new car.

This time new wiper blades were recommended, permission was given and withing a few minutes my car delivered back out at the front of reception gleaming and spotless, as always.

It is impossible for me to speak more highly of Lexus Birmingham, particularly of all the incredible staff working there because no matter how mundane my visit I am always treated like royalty.

Thank you everyone at Lexus Birmingham.

Had my car in for winter check. As usual good service and staff were excellent and courteous. Thank you Sally, Elaine and Christian for your excellent customer service.

I would like to say how pleased we were with Tony Okoromadu from Lexus Ipswich he helped us set up our Lexus Link App in our New NX 450 we can not thank he enough he was so helpful and patient with us thank you Tony

Sure Enough I am serving my car with Lexus Twickenham. Jackie as you might know is the person who "nicely" ask 20 times for a good feedback but on the other hand we got the service where my car got squeaky noise while driving and I booked appointment for a check while my car is still in warranty. From 10am until 5:15pm there was no call back from Twickenham. Then I called them just to be told that I need to get the car in some other day. Today the car was there as well and apart from the other services that has told me that the noise is from the bushes Lexus Twickenham reported that it's from the brakes and asked for£460 while my car is in warranty. And I have also been told that the breaks are in warranty up to 60 000 miles while on terms and conditions with Lexus IS up to 100 000 miles. Funny enough I am waiting for response from either Lexus or Twickenham or I will raise a law suit for fraud. DO NOT GO TO LEXUS TWICKENHAM!!!. Would like also to add that Lexus costumer service is not compitent enough to do their job as they don't even know how to open the warranty T&C's... Lexus IS not the same brand as it was unfortunately

I had service from Lexus Croydon on Friday 29 Nov 2024 and the whole experience was EXEMPLARY/EXCELLENT, as was the pre-booking process. Everything was carried out successfully and fully and all staff were professional and warm. I'd especially mention Shannon, who assisted with the collection of my car - even kindly offering to be there if I should arrive 5-10 minutes late for the collection, as seemed possible at one point. Overall, it was an exceptional and special experience. Thank you so much !

Absolutely fantastic service from Kayleigh at Lexus Bristol ⭐️
Even though it was bad news regarding my Lexus RX there was no pressure into getting my car fixed there (money pit) & I will definitely use there services again once I get a new car!!!

Have just bought a Lexus for the first time.
Had a vauxhall all my life but thought it’s time to change.
Ordered an Lexus Lbx had an outstanding customer service .my car was ordered and from day one I was looked after by Steve Pyke really nice person could not fault any of the procedure that he took me through.no push selling.
Even picked me up to collect my new car on the day due to me selling my old car.
Took me through all the technical stuff on the day.
Could not thank Steve enough very patient.
Kind regards
B douglass

I’m Lexus driver over 20 years. I like NX450+. I talk to Chris at Lexus Preston who send me video clips and send him my car ES300H Takumi with digital mirrors. We negotiated the price, paid it in full and collected the car. I only saw this car physically on the day of collection. ES I bought from them in February 2022 I had not seen except on the collection day. I am very pleased with my experience. There were some minor hiccups but Chris sorted out professionally.

Lexus Guildford where I was looked after by Mr Martin Sears and from the moment I arrived at Lexus Guildford I was treated very well, staff asked if I would like help and I said give me a few mins to look around and then I asked to see a used NX350h and took it out for a test run and I was delighted with car and staff treatment, so I paid my deposit and sorted out a fair price for my PX car, then yesterday picked up my new car and all the staff I met at the Guildford Lexus were first class.
Great choice of cars and lovely staff and I’ve bought many different cars over the years and Lexus Guildford deserves 10 stars.
Well done to the staff.