"I'm glad you take your customer service so seriously."
"The whole experience from start to finish was great."
"Always good customer service."
"Honestly, I would rate the level of service that I received from this car dealership better than anything I’ve ever experienced within retail as a whole."
"As always an excellent service provided by the team at Lexus Guildford."
"I am pleased but not surprised to say that my new car has totally lived up to expectations."
"Lexus Guildford give great service and really look after us. We sat in the showroom with our 2 dogs while they serviced our NX350, everyone couldn’t have been more pleasant and hospitable."
Cons:
"Stay well clear of Lexus and especially this dealership utterly useless customer service."
"Not impressed at all with the drop off/collection arrangements."
"Overall, poor service by the sales representative."
"Although the service was as usual very good and very efficient, the follow-up required has been really poor."
"Very dissatisfied and make the invoice of £700 to pay for the terrible service a hard pill to swallow."
"I really didn't think I would struggle to buy a car from a main dealer, but so far all communication has been non existent."
"Initial welcome was shocking!"
Sales Experience
Pros:
"We recently purchased a pre-owned CT200h from Paul at Lexus Guildford and the experience was great."
"Danny Vella handled the transaction. He was very enthusiastic from the word go and dealt with it all in a professional manner."
"Rui was quick to grasp this and guided the purchase process to what we were looking for in an efficient and appropriate manner following a single F2F meeting."
"I'm really impressed and very happy with the outcome."
"We drive 40 miles to go to Guildford, each time a service or MOT is due, although our nearest dealer is only 10 miles away, because it’s always worth it! 10/10."
"I have been asked to share the experience of changing my Lexus for another one. I know I shouldn't but I always expect my dealings with Lexus to be a great experience."
"Called in without an appointment to follow up a thought to change my 450h. Was welcomed and introduced to Timothy Cooper-Wren."
Cons:
"When driving to Lexus on the 29th I was called by Carl (the sales person) to advise the car was actually in Leicester and I would not be able to test drive/view the one I had reserved and couldn’t advise when it would arrive at Guildford."
"So i bought my Lexus RX450h from Lexus dealer about two and a half years ago and this was a bad experience."
"That phonecall never came! Shame as I went to another Lexus dealer who had excellent service."
"The voice recognition does not work and although I am 6’3 tall the boot does not open high enough to allow easy access."
"He did not know how to manage some of the technicalities of the screen and a colleague was called who took many attempts and a long time to remove details of Lexus' employee as previous main driver."
"Very average service, Alex said he will ensure the car be cleaned and ready to go, and since he brought up that he worked for bmw he knows standards are high and will ensure he will provide the same."
"Appalling Service - I have purchased a new Lexus RX Takumi and the seat-belt is not retracting."
Communication
Pros:
"All of the various managers who handled the stages up to and including collection communicated clearly and comprehensively."
"Paul on customer service kept me fully informed."
"I was kept informed of progress throughout the transaction."
"Everyone at Lexus Guildford was very helpful."
"The salesman Rui was very helpful answering and explaining new things that relates to the Lexus, this is my first Lexus."
"Booking arrangements were easy and friendly."
"I am very impressed with the high level of customer service they provide, very respectful, cordial and most of all responsive to any questions I had."
Cons:
"Now it is the 1st August and I have heard nothing, I have completed some long hot journeys and I have no idea if I will have it fixed for next summer! Communication would be good!"
"The wash and vacuum on my car was dreadful at best. I even had to ask my son if he thought my car had been washed."
"No one called me to say the part I needed for the locks had arrived."
"Mr Craig did not reply to my email."
"I have emailed with no response, cut off the phone twice, finally a friendly person answered the phone, but they couldn't advise if the car was available or not."
"I have had the car in with you for a week in total over the last two weeks and the communication and then actual state of my car has been extremely poor."
"Regarding the conduct of the 'customer service' representative James Ingram. His arrogance, nonchalance, perceived deception... was egregious."