"Dan was very helpful and informed me about all the available options."
"Many thanks to Craig who helped us with purchasing our new car, He was very professional, courteous and friendly."
"James has been incredibly helpful today when we came to discuss options for our next car."
"Visited Lookers Guildford, with my wife, for a test drive. We received the best ever customer care level from Craig and Izzy."
"Craig was very helpful, allowing me to test drive three cars before coming to a decision to purchase my new Golf."
"Josh Butcher provided me an absolutely amazing experience going through financing a car for the first time."
"I met Daniel and he was very helpful, informative and very thorough and professional."
Cons:
"Truly disgraceful sales service. I pre-arranged a test drive of a Golf GTE and was told that the sales department would contact me in advance of the appointment. THEY DIDN'T !!"
"Service 2, a long list of repairs again, but this time they forgot to secure the coolant cap."
"As a customer that has spent over 30K on a 1 year brand new car, I can only advise anyone thinking to use their service to walk away!"
"The worst customer service I have received in many years, from the service department, The Phones are not answered, multiple messages left and no calls back."
"Please read the 1 star reviews of Lookers Volkswagen Guildford before buying a car and or using their services."
"Unbelievably poor service."
"Very poor customer service!"
Communication
Pros:
"Communication was excellent and I was so relieved to get my car back in time for the holiday."
"After picking up the car they called a few times to see how I was getting."
"James was wonderful in coordinating the sale and keep me updated all the time."
"We received Excellent customer when we came into the dealership. We delt with Rob, and were extremely impressed with his professionalism, kindness and helpfulness."
"Izzy was a most efficient and friendly lady to deal with."
"Dan Murphy was a superstar. He kept me regularly updated throughout the particularly tricky process and generally went over and above what was expected of him."
"Everyone was friendly and welcoming upon arrival, but Cameron stands out as a prime example of professionalism, transparency and genuine customer service."
Cons:
"Took my Golf to Lookers because it had a fault another garage couldn't identify... What wasn't good was the poor communication - I had to call them for updates and promises of 'we'll call you' were broken."
"The real sting was that having found the fault... they said it would take 20 hours of labour to flush the coolant system."
"I'm still without the service a month on from when I reported it and it looks like I just have accept they have my money and there is nothing more I can do about it because they refuse to call me back or take any responsibility for it."
"The service I am receiving from this company is dreadful."
"Absolutely shocking service from Lookers VW Guildford. Customer service is non existent!"
"They kept my car an extra day without my authorisation 😡 as yet again no call back!"
"Unbelievable poor service on parts."
Professionalism
Pros:
"Met with Rob today to discuss a used Golf. Versus other dealerships I’d met with, Rob was notably easy to get on with, knowledgeable, straightforward and provided excellent advice."
"Craig Bishop was amazing throughout the purchase of my new Golf."
"Many thanks to James Hart for all of his support and expertise."
"Brought a used T-Cross for my wife and the salesman, James Hart, was very helpful."
"Craig Bishop’s customer service was excellent - he was friendly, professional and his knowledge about the vehicle we were interested in was extensive."
"A very effective staff Dan Murphy at Lookers has been extremely helpful."
"Exceptional service and advice today from James Hart at the Guildford branch."
Cons:
"When he eventually approached us he did so with hands in his pocket, no cheery smile just a short good morning, it was in fact 1.30 in the afternoon."
"Honestly… two people doing nothing on reception, no one responded from parts, when you do get an answer there’s no decent knowledge."
"They then sent my car back with a completely different steering wheel on, plastic, cheap looking with heated steering wheel button missing of it plus a couple buttons on the other side had disappeared."
"Booked a simple service for my VW Touareg at Lookers Guildford beginning of December... After waiting 3.5 hours, I asked for my car, and they said it was being washed, I said I didn’t care about washing as it took almost 4 hours."
"I would never ever recommend this company to anyone."
"I feel it should be policy to make customers aware not to leave anything of value in the vehicle on service."
"We went in today to buy our second car from them, were ignored while we listened to a team member chatting to her Mum on the phone."