Marshall Volkswagen Coulsdon Reviews Summary

Customer Service

Pros:

• "A detailed inspection video was received while the car was being serviced, covering all aspects of the service done and setting expectation."
• "Always a pleasure to return to them as they’re helpful, personable, knowledgeable and just downright fabulous!"
• "Special mention to Anthony in sales and Sue in service who always provides a first class service."
• "Fantastic service department - both senior technician and front office staff were amazingly kind, knowledgeable and helpful on my first-ever visit today."
• "Steve the service manager, and Kelly at service reception... are always warm, knowledgable, pragmatic and immensely helpful."
• "The customer service is second to none in the sales department and the service department is always accommodating and friendly."
• "David was fabulous, he was so polite and helpful."

Cons:

• "Their customer service is horrible, the sale teams is nonchalant and lack any form of proactivity."
• "However, the sales manager, Mario, is and was outstanding. After sales is the issue as once you purchase a car from Coulsdon, the after sales is appalling."
• "No after care services to remedy issues after delivery."
• "Phoned them twice on different occasions and no one got back to me been over 2 weeks what a absolute joke."
• "The actual service of the car itself was fine from what I can tell but, there is a real lack of communication from the service advisors."
• "Zero start for only one lady service reception name sue black lady she’s carry nasty bad behaviour she’s keep my car 4 days for one small part and telling me lying abt car parts."
• "It took nearly 8 weeks for a response, I emailed on 3 occasions and called twice in the 8 week period for a simple update."

Sales Experience

Pros:

• "We are delighted with our purchase of a used T-Roc from VW Coulsdon."
• "Steve Ventham, the best sales executive in Volkswagen Coulsdon, has been brilliant throughout the last 2 months."
• "Anthony Baugh... was meticulous in going through the finer details of the sale."
• "I visited without appointment, but Mr. Anthony Baugh who is a sales executive kindly consulted and helped to signing a contract without any problems."
• "Bought a used Polo from this dealership and we are very pleased. The car was prepared beautifully and everything was explained well, the handover was excellent."
• "I have zero knowledge or interest in cars- I just needed to find someone I could trust to guide me! I got this here and paid a deposit the same day!"
• "No fuss, no trouble and a very straightforward experience buying from Anthony Baugh: one of the easiest car purchases I’ve ever done."

Cons:

• "Worst retailer ever - I ordered a dash cam for VW Gold purchase in October 2021, these guys at Marshall VW, told me at the time of delivery that they didn't get the dash cam fixed and will do later."
• "I have got the worst experience possible from vw coulsdon and I’m sure not to be going back."
• "Visited showroom - no member of sales team available to help so left my contact details for them to call me back with reception. No one bothered to call me back."
• "As soon as the salesman realised I wouldn't be purchasing the car immediately that day he was no longer interested in helping me and abruptly ended the conversation."
• "CON ARTISTS!! Absolutely disgusting how these people are allowed to exist!"
• "I had to wait over two weeks for a second hand car after I’ve seen and tested the car …. I also had to chase it up as the sales person was so busy that he couldn’t return the call back on few occasions nor answer to my email."
• "Terrible customer service experienced when buying a second hand car. They constantly failed to deliver on promises and failed to keep me updated."

Showroom and Vehicle Condition

Pros:

• "The vehicles both in the showroom and outside were extremely clean."
• "Nice showroom with a good range of cars displayed."
• "Firstly the layout of the showroom was perfect."
• "This is a great showroom with friendly and helpful staff."
• "Have used Marshall Volkswagen in Coulsdon multiple times. Have always found the staff welcoming and helpful."
• "It was a pleasure dealing with you, thank again for making the experience a really good one!!"
• "I left the showroom with a car that I simply Iove, and I am absolutely pleased with."

Cons:

• "The car had only 25,000 miles on the clock and they said had been serviced and was ready to drive away. I had trouble with the rear tires, which the dealership told me was down to changes in the weather."
• "They inspected the car, and advised that nothing was wrong with the suspension, but that the noise was due to the faulty springs on the front pads which had basically given up."
• "Purchased a VW Golf MK 7.5 R-Line from Marshall Volkswagen Coulsdon, expecting quality and top-notch service. Left with a tyre issue they assured was resolved."
• "Got my car serviced here, heard a strange noise from the engine so thought I check it out, turned out the air filter wasn’t even connected."
• "Left my car on the drive overnight. Went to go out in the afternoon and my driveway is covered in oil."
• "My Tiguan R-Line car’s sunroof glass had shattered and we have no idea what caused it."
• "Buyer beware! Bought a used low mileage 2018 Sharan early last summer from VW Marshall Coulsdon with a 2 year warranty... I am now told that I will need to pay about £200 for the part, plus work."