Lookers Reviews 

Disgusting customer service and terrible treatment from multiple members of the team, including management, on 2 separate occasions. Constant delays vs. initial timelines communicated, misinformation, actions not taken or followed through on, additional costs incurred to the customer multiple times, poor or non-existent communication. When trying to raise a complaint it’s not taken seriously at the local or corporate level. Avoid & take your vehicle to an independent specialist who can ensure the quality of work, basic customer service and your manufacturer’s warranty still stays valid (and most probably cheaper as well).

Just bought an Audi q6 on 2nd October 2026. One week later the 360 degree cameras stopped working.
I contacted lookers Audi (Hamilton) and the first appointment they could give me was 25th January 2027.
I asked about the Glasgow branch, only to be told their first appointment was March 2027!!! Are Audi’s so poor they are clogging the workshops. Very poor from lookers and not a great look for Audi.

This is a review for Lookers Ford Colchester

Tried to sort a test drive - different people telling me different things. Wouldn’t reply to my message. Had to call multiple times whilst getting told conflicting things about the vehicle.

Test drove vehicle - asked if I needed to put down a deposit - I didn’t because I paid £250 already to reserve. Said I wanted the vehicle but had to double check finances and for Chloe to call me at 14:30 the next day as she finishes at 15:00.

14:45 no call so I call them… Chloe is busy and will call me back. 15:30 I call them again and told she won’t be in until Friday and will call me then. I explain that I want to buy a car and that I want it sorted today. Told manager ‘Oli’ will call me back in 5 minutes. 1 hour later no call so I call again… manager says he will send over the PO…. Nothing… call back again and get told he’s now on annual leave and that Chloe will deal with it in the morning. I said that someone told me she was off until Friday… “Oh yes, she is…”

I said I wanted it sent over and so end up speaking to another manager ‘Peter’ who said he’ll send over.

Peter sent over the vehicle order form and all sorted.

I was told the vehicle was going in for repairs on Thursday and that I’ll get a video of all the work done on Friday.
Friday I had no communication so in the afternoon I called and was told that Chloe was busy with a client and that she would call back. Had no call back and knowing they closed at 6pm I tried to message them in their WhatsApp… no response so I called just before 6pm.

Chloe answered and told me that she’s been really busy and not even had chance to have lunch. I explained that I’m buying a car and that I was promised the video. She told me that she was just about to leave to go home… she seemed reluctant but said she would go and do the video for me now.

Chloe sent me the video and all looked good. I then asked about delivery.

Saturday I get sent two documents to sign… one was the vehicle order form that I had already signed with her manager (Bit confusing) and the other was the finance option they presented which I didn’t go for. I then got a follow up email from Chloe apologising for the bad communication and that she would like to start fresh by me signing the vehicle purchase order… again… not sure how signing it twice counts as a fresh start or why I even had to sign it again as it was the exact same…

At the end of the email it then stated that Chloe is now on annual leave for a week and that ‘Peter’ the main manager (Who I signed the first contract with) will be taking over communications. So at this point I’m now even more confused why I’ve signed a contract with Peter for Chloe to then ask me to sign it again with her to then straight away be passed back to Peter. Can only assume it’s due to a commission thing but in all honesty this is really poor, messy and shows that Lookers has poor customer service.

Received the vehicle all looked ok except a few scratches that I was told would be removed weren’t and the car wasn’t valeted as I was promised…

To be fair to Peter he was very responsive with this issue and offered to pay for me to get it valeted which I did. Unfortunately that is then where I had to chase and didn’t get paid until almost 14 days later. Overall I poor experience that left me anxious most the time. I’ve never found it so hard to purchase a vehicle from a dealer in my life.

I took my vehicle for two tyres to be changed at Lookers Garage in Ilford IG3 and was not impressed at all with the service I recieved. For starters, they broke one of the TPMS sensors while changing the tyre and then would not own up to having broken it.

They said it was my fault that the sensor was broken being adamant that it was already broken when I took the vehicle.

Hmm not true, as I would have noticed the light appear on the dashboard before the tyre was changed. Lesson learnt - take a picture of the dashboard before getting any work done!

I had to purchase a new sensor myself and then get it replaced. I had to wait a few days before they offered to replace it. I am not going again!

Looked after by Ellie today at Dunston,Gateshead branch, absolutely delightful young lady, a fine ambassador for your company.

BMW have recalled my car due to a manufacturer fault. I contacted lookers to book my car in for the faulty drivers airbag to be replaced and they cant find an appointment time that suits both party’s so I have three choices. Drive with a faulty airbag, take time off work at my expense or pay bmw £30 for a service car.

Last time they replaced the battery on my car and broke the stop start system …

Not to be trusted !!

My car has been with them since 24th August after breaking down, and as of 3rd October I still don't have my car back or even a clear diagnosis of what's wrong with it.

The communication has been terrible. I made 16 calls between 24th August and 4th September trying to get updates, plus another call on 18th September. I shouldn't have to constantly chase just to find out what's happening with my own car.

On 1st October, I was told they were sorry for how long it had taken and agreed themselves that it wasn't acceptable. I was promised my car would be made a priority, looked at on 2nd October and that I'd receive an update by 3rd October. I've still heard nothing.

I also have a 4-year Warranty through Lookers which I bought through them when I purchased the car in July 2023, but I'm still without a car and haven't been given the information I need to arrange a replacement vehicle. I'm being told they need to log 8 hours worth of work first before the warranty company can even look at getting me a replacement vehicle which they apparently haven't done even though they've the car since end of August!

I honestly feel completely let down. After buying the car and an additional 4-year warranty through Lookers, I expected much better aftersales service. The lack of urgency and basic communication throughout this experience has been incredibly disappointing.

Just to add this is not the first time having issues with Lookers since I purchased the car back in July 2023. Just feel like a constant battle with them!!

Audi ayr
Nearly two weeks on from a promise of service and repair details for my car , management did call back but never replied to the two emails I sent to management.
Their promise of the requested paperwork has again came to nothing.
Multiple emails, multiple calls and face to face requests but still no copies .

We had researched a used Cupra Born 2026 (being used as a demo model until 2 Nov 2026). We had visited the Stockport Cupra showroom on Tues 29 Sep, only to be told that vehicle was offsite all day. We phoned first thing on Thurs 1 Oct and made an appointment for a test drive, only to receive a call just before we set off from home to say the car wasn't actually available that day. So we made an appointment for Saturday 3 Oct. Test drive finally complete, we agreed to buy the car. We were given a price for our part ex of £14,000. However, before we could complete the paperwork and pay the deposit, the 'manager' appeared and dropped the part ex offer by £600. He had made a mistake and wanted to take off 2 months of depreciation. We queried why it was 2 months as we would be completing the purchase and picking up the new car in just under 1 month, but he insisted that it would lose 2 months between 3 Oct and 2 Nov. He was quite rude and unwilling to make any kind of compromise, despite the error being his. We were made to feel very uncomfortable and ultimately we walked away without completing the purchase. All in all, despite the salesperson being lovely, we have been left with an extremely negative impression of Lookers.

My Kia ceed was serviced at Lookers Kia Stockport today. The car is two years old and wheel nuts are going rusty, informed not covered by warranty. Are Kia using poor quality materials? Also, previous service included car wash, no such service this year. Tried to contact service dept to check on progress waste of time, phone not answered. Had the same problem earlier in the week and called Kia central booking number, who were also unable to get through to Stockport Kia. I guess my next service will not be at this dealership.

Very rude service lady at lookers Chester vauxhall , blonde lady spoke to me like i was bothering her, would never go back or recommend.

Just picked up my BMW ix1 today all arranged by Mr Adam Melville who gave me the conference at 71 which isn't easy at my age answered all my questions from start to finish hand over went so so smooth thank you Adam you were Brilliant.

Researched new car on Lookers own website.
Car offered at discount and financed at 0% through the manufacturers own finance company
Visited showroom…
Car sat there ..new and unregistered.
To buy at that price car needs to be registered tomorrow..which I half expected..but not an issue.
Then said yes and deposit and 0% finance.
Sorry that price is cash only!
Would not move even though Lookers own website showed
Car in stock and price
Finance example at 0%
Option to tweek finance…which I did and took a screenshot shot…still 0%
Would not mind but checked with the car manufacturers finance company.
As long as new and unregistered…car qualified for 0% finance.
The discount on the car was a matter between the dealer and buyer…..
So car will sit in the dealers..unsold, targets not met, additional target incentives to dealer through volume discounts not met.

Disappointing vehicle preparation and poor aftersales careWe purchased a vehicle from this large franchised dealership expecting a properly prepared car and professional aftersales support. Unfortunately, what should have been an enjoyable purchase has turned into an exhausting and unnecessarily prolonged dispute.The standard of vehicle preparation fell significantly below what we reasonably expected from a prominent group. Furthermore, the handling of our subsequent complaint has been highly disappointing. Instead of receiving substantive customer care, the matter has simply been referred back to the individuals whose initial actions caused the issue.This situation has caused us considerable additional costs, lost earnings, travel expenses, and a significant amount of lost time and inconvenience. We are still awaiting a proper, substantive response from management to address these issues and provide appropriate resolution. Highly disappointing service from Lookers.

The reason it’s 2 star and not one is the actual buying of the car went smoothly but the big issue had come down the line with the car and the “platinum” extended warranty i was sold. I bought the car for my partner and was told this warranty would provide peace of mind for her incase anything went wrong, what an absolute lie! Less than 3 years into the 4 years warranty we have had a major issue, lookers (leeds) have asked us to provide loads of documentation which we have done and now they’re say after 8 weeks of having our car that the work is not covered buy the warranty. When asking them what’s the point in the warranty then and can i be refunded for the warranty they’re just saying no.

The point of this review is to warn people about buying any warranty from them, firstly they make it unbelievably difficult by asking you to provide documents that most people don’t have and drag it out as long as possible and then if you do provide them (which we did) they refuse anyway. On top of this the service team never return your calls or emails and will do everything they can to make things as difficult as possible.

In the last couple of days I picked up my new car up from BYD lookers teeside . The process was an absolute joy throughout no hard sell quick and easy no hassle whatsoever every question answered nothing to much trouble very professional but welcoming ,myself and my wife were treated with the utmost respect and not patronised , The gentleman we dealt with was Alex Emery I have to say what a super guy brilliant to do business with very attentive and nothing was to much trouble , I love my new BYD seal 5 easy for me to get in and out 10 out of 10 so far lookers BYD many thanks and superb support especially from Alex Emery .
Gary &Kathryn

Joe Pepper (BMW Sales executive at Stafford) provided excellent service from beginning to end. He explained the process of buying the car very well and maintained a good balance of offering additional products while not making it feel like a hard sell. He was aware I had had a particular bad experience buying a car from another dealership earlier in the year and I felt he kept that in mind while working with me. There were a few blips along the way - not Joes fault - that he resolved professionally and in a timely manner. Would absolutely recommend Lookers BMW Stafford and Joe. (Very much enjoying the car I bought from them.)

I purchased my Mercedes from Mercedes-Benz Wolverhampton in May 2025 as an Approved Used vehicle. Unfortunately, my experience since purchase has resulted in a complete loss of confidence in both the vehicle and the aftersales service.

The vehicle has been back to the dealership on numerous occasions — more than 15 visits in total — and I estimate that I have been without it for approximately three months cumulatively while various issues have been investigated.

Problems have included the intercooler/air cooler pump, differential-related concerns, warning lights, alarm/overhead control unit issues, a rear nearside wheel bearing and fuel-gauge problems. Some of these items have subsequently been repaired under warranty.

I have also raised a formal complaint concerning the information provided to me when the vehicle was sold, particularly regarding the warranty and the vehicle’s service history. I was initially told the vehicle had warranty cover until May 2026, but I subsequently had to seek clarification regarding the nature of that warranty. I have also raised concerns regarding gaps in the service history that were not apparent to me when I purchased the vehicle.

Another major frustration has been obtaining the pre- and post-repair diagnostic information. Given the number of faults and visits, I believe it is entirely reasonable for me to want a clear documentary record showing what faults were present, what was diagnosed and whether those faults were cleared following repair.

Most concerningly, after the latest round of repairs and investigations, I have now experienced another warning indicating “Drive at max…”. After everything that has already happened, seeing another warning has further undermined my confidence in the vehicle.

I am paying over £1,000 a month in vehicle finance, in addition to insurance and other running costs. For a vehicle purchased through a Mercedes-Benz dealership, I did not expect to spend this much time dealing with faults, diagnostic appointments, repeat visits and complaints.

I appreciate that the dealership has carried out a number of repairs under warranty and has provided courtesy vehicles on some occasions. However, that does not change the overall experience or the amount of time and inconvenience involved.

My complaint is now also being considered through the vehicle finance process, and an independent inspection has been requested. I therefore hope Mercedes-Benz Wolverhampton/Lookers will now take a comprehensive view of the history of this vehicle rather than treating each individual fault in isolation.

At this stage, after the repeated problems and the latest further warning, I simply do not have confidence in this vehicle anymore.

I will update this review fairly if and when the outstanding complaint and vehicle issues are satisfactorily resolved.

Plenty of customer parking out the front of the building - no maneuvering into a packed area full of other cars. We were greeted by a friendly customer servive team. The person who was dealing with our booking was very friendly and was prepared for our arrival.
The reception area was very clean, had an easily accessible toilet. Free hot drinks were available and for a coffee machine, the drinks were actually very tasty.
We were informed of the full process our car would be going through and provided with a clear indication of when it would be ready to collect. Excellent customer experience

Guildford Lookers (VW)
Our experience with Guildford VW Lookers has been extremely disappointing. The sales process started positively, but once we took the car home, the customer service became almost non‑existent.

We bought a car in July 2026 and reported a fault the very next day. Despite this, the earliest appointment they could offer was two weeks later. When the car finally went in, the Master Technician went out with my husband and heard the noise, yet we were repeatedly told afterwards that they “could not reproduce it.” We were advised to take the car away and return it if the noise came back.

The noise reappeared within a short drive, so we returned immediately. From that point on, we had to constantly chase for updates. The car was driven around 500 miles by staff, yet we were still told they couldn’t reproduce the noise. Communication was extremely poor, and we were left without clear information for days at a time.

We also had issues obtaining a courtesy car, receiving contradictory information from different staff members. Eventually VW Customer Services arranged one for us.

We were then told the car had been “fixed” with a software update. After a test drive, they claimed the noise was gone. However, after driving just 30 miles home, the exact same noise returned.

Over the following week, we made multiple phone calls and sent emails with no response. When we finally spoke to someone about formally rejecting the car, the process became even more frustrating. We are now heading into the third week of trying to get the rejection resolved. Calls are not returned, staff blame each other, and no one takes accountability.

We have spent over six hours sitting in the dealership previously, and I can say confidently that they are not “too busy” — staff spend a lot of time at desks and occupied by their mobile phones while customers wait.

Even the manager, who I spoke and he informed me that he hadn’t got to my email and said he would respond the next day- I phoned the following day and he was on a day off. No phone calls or acknowledgment from anyone in response of emails- they have been received as Lookers head office send a notification to respond but then they don’t investigate or get in contact.

Customer service has been extremely poor, and it is clear the customer is not a priority. This situation has caused stress, time off work, and disruption to our plans, especially as we cannot travel anywhere with the courtesy

Still waiting someone finally takes responsibility and resolves this ongoing issue ASAP- but have been informed that getting said refund and first payment back could take up to 3 weeks and that’s after we have chased them.