Kwik Fit - Orpington - Sevenoaks Way Reviews Summary

Customer Service

Pros:

• "Great staff who know what they are doing."
• "The mechanic who was doing my MOT was already waiting for me. He was really friendly, helpful and quick."
• "Such fantastic friendly service. Joe was so helpful and understanding."
• "Can't rate these guys highly enough. Had MOT issues but they kept me informed and were honest about the cost."
• "The staff were very polite and friendly and professional throughout."
• "Really helpful, Joe Morris went above and beyond to help me."
• "I observed various staff members at the desk taking phone calls, meeting customers and dealing with part deliveries etc. The staff were courteous, clear and concise with all interactions."

Cons:

• "When we did speak with her, she had zero customer service skills and generally wasn't very helpful."
• "Joe very unhelpful. Called online booking call centre and given no alternatives other than a refund."
• "Do not come to Kwik Fit Tub Hill if you value good customer service. They will rip you off."
• "The staff are terrible they do not acknowledge you when you walk through the door. They are impolite, they have no idea what they are talking about when it comes to getting a refund."
• "The staff are very rude, shouting to customer on the phone, try to push responsibility instead of helping customer to solve the problem."
• "Worst customer service upon arrival...people at reception don't care about customer. One person at desk only that too VERY rude and has no sense on how to talk to customer."
• "awful rip off place that's actually no cheaper then any other garage, just avoid at all costs"

Booking and Wait Times

Pros:

• "Mot booked online day before, managed to have a slot at branch."
• "Booked my car in for an MOT. Perfect service; when I dropped the car off I was in and out of the office in under 2 minutes, and the same when I picked the car up."
• "‘Terry’ Orpington garage went above and beyond to accommodate a retest while I waited and wheel alignment even though they were very busy."
• "All done very smoothly with no delays and car MOT completed whilst I waited, in the time slot that I booked."
• "The manager Shaz was very friendly and even managed to get my MOT done while I wasn't booked in and they were fully booked."
• "Booking an appointment online was quick and easy."
• "I booked my car in for it’s MOT and I was really impressed with the process."

Cons:

• "Also arrived for a 4pm mot and didn’t leave till gone 7pm, the door was left wide open the whole time and it was really cold from 5:30, toilet was dirty, waiting room uncomfortable."
• "Booked a slot online for new tyres, arrived slightly earlier than allocated time, however 2 hours later the car still hasn't moved from the parking space."
• "Absolute joke. Had MOT booked for 8.30. waited for the MOT to be done and they had some sort of issue with the emissions machine."
• "Was called on the day to say they couldn’t do it. Re-booked for Orpington (Sevenoaks Way) on 28th. Again called on the day to say they couldn’t do it and had no appointments available until 5th Sept."
• "Called the day before to book an appointment for a replacement tyre, got there at the allotted time, which was meaningless because you still wait to be seen along with people who have just 'popped in ' with a problem"
• "Had an appointment for 9:30 but waited till 12:00 to be seen and eventually left at 2pm when all I needed was a wheel alignment."
• "Arrived at 1:30pm for my appointment and they finnally moved the van in the workshop at 4pm then decided to stand around chatting knowing full well i was waiting since 1:30"

Facilities and Comfort

Pros:

• "I noticed the waiting area is quite spacious and comfy, facilitating water dispenser and an instant coffee machine."
• "Close by McDonalds and Starbucks help for a quick meal / drink."
• "This branch has plenty of outside space for people to wait away from others."
• "Loads of space to park."
• "Coffee machine defo needed for customers waiting and reception could do with updating as open plan and no real privacy for staff working or customers."

Cons:

• "the door was left wide open the whole time and it was really cold from 5:30, toilet was dirty, waiting room uncomfortable."
• "Customer service was fine and didn't take long to get the car inside to have 4 new tyres fitted however the guys working the shop floor were an absolute disgrace, smoking around customers' vehicles, throwing snowballs around inside."
• "A shambles. Waited 20 mins in reception in a queue of 5 people. No one came."

Quality of Service

Pros:

• "The mechanic's there couldn't be more helpful"
• "Lewis, who did the work was great. He was professional and courteous."
• "Very rare these days - very happy with service would highly recommend."
• "The guy on the front desk was very friendly, explained everything and kept me informed at all times."
• "A new tyre matching the ones on the car was in stock and available at a good price."
• "The work was completed in a timely fashion."
• "Hard to find a great garage but this one is, clean, informative with staff having a can do attitude."

Cons:

• "To make matters worse, just a few days after the service, my car has been producing a terrible noise while driving."
• "After dropping our car as scheduled, we received a call stating the same exact things that we had been told from the MOT test... apparently they had retested, rather than replacing the parts."
• "Constantly messed around by these guys. Had breaks, pads and discs completely replaced spent £800 and within 8 months the back discs needed replacing again."
• "Guys at this garage told my husband there is only a month left on our break pads when having our tyres changed. Went to our usual servicing garage to have this checked out and it was complete nonsense - Kwik Fit were just trying to get more cash out of us."
• "Disappointed because the mot checks were not done properly and the garage didn't help investigate the issue."
• "So mislead over the quality of my new tires charged almost the same as premium tires and had my front alloys that were refurbished to as new in September badly damaged."
• "The entire experience has left me deeply dissatisfied, particularly as I was overcharged by at least £300 and did not receive a satisfactory solution to rectify the situation."