Lookers Škoda Guildford Reviews Summary

Customer Service

Pros:

• "Iftikhar and Bentley were exceptional on the phone and they really helped me in making the right decision for our current needs."
• "Bentley was really friendly and professional."
• "Very friendly, helpful and refreshingly non pushy service today by Archie and his colleague."
• "Bentley and Leanne were wonderful in helping to guide me through the process and doing everything they could to keep me informed every step of the way."
• "Jamie's customer service was excellent. He made the time to see us, at very short notice, twice."
• "I had a great experience today with Archie and he was very helpful in giving all the necessary information and after visit contact was excellent."
• "Thank you Mustafa Ahmed for your great customer service and going the extra mile."

Cons:

• "I felt that I was not being told the truth."
• "Awful service from start to finish. Lack of response to enquiries..."
• "I asked repeatedly to speak to a manager about my concerns but of course my calls were never returned."
• "Never been so disappointed with the service that I received at Lookers."
• "We wrote to the manager at Lookers about our experience and we're yet to receive any kind of reply or apology."
• "Poor customer service. Could not be bothered to help us yesterday as writing an 'urgent' email and did not follow up with an email to us as promised."
• "Communication skills are non existent."

Facilities and Amenities

Pros:

• "Having approached, disappointingly, another dealership via the online chat system, I was delighted that despite approaching this dealership direct, without an appointment, it resulted in my being asked relevant questions with no repetition."
• "The only bright spots - they picked me up from Guildford station when I went to collect the car and the gentleman from parts who sold me the boot liner was very nice and helpful."
• "Nice and friendly sales people and nice selection of cars."
• "Comfortable showroom, staff very polite make you feel welcome at first contact."
• "Job done while I waited and had a short walk round the nearby park, free coffee."

Cons:

• "What is it about all car dealerships that they fail to provide anywhere for visiting customers to park?"
• "Parking is very small and limited."
• "However due to site space the disable parking is very narrow, not allowing enough room to park and open drivers door fully."
• "For All things Skoda. Terrible customer parking. So bad that I avoid going here which is such a shame."

Quality of Service

Pros:

• "The Service Team were very polite and communicative."
• "We had our current Skoda Yeti serviced and were very satisfied with the attention we received."
• "Lewis looked after my car and as far as I can tell did a good job on the service itself."

Cons:

• "Expensive and returned my car with a puddle light missing."
• "Complete failure re getting a part, fitting it and keeping me as the customer informed that my car wouldn't be ready for collection on second day!"
• "Terrible value for money, poor customer services."
• "The car also required a software upgrade, which has some issues."
• "The servicing arm of this dealership is worrying."
• "The whole experience represents an absolute litany of failures on the part of all Lookers Guildford staff that I encountered."
• "Utterly useless. Accompanied my friend who had booked in for a service... Drove all the way there and guess what, not booked in."

Sales Experience

Pros:

• "Adrian was brilliant on the test drive as I was a little nervous about driving a different car and in an area I don't know at all."
• "Cameron was an excellent liaison/sales advisor from initial enquiry, right through to completion of sale."
• "Iftikhar is one of the best and is always on hand to help."
• "I can't recommend Lookers sales team enough."
• "Leanne was helpful, very knowledgeable and not in the slightest bit pushy."
• "Great people. Very helpful."
• "I rate the customer service outstanding which is a big reason why I carry on to be Skoda’s customer."

Cons:

• "Feel like I’ve been completely conned."
• "Be aware that should you order a new Skoda, you will be passed from sales rep to sales rep."
• "We were urged to stay to look at cars which were yet to be listed."
• "Yes agreed to buy the car an ex demonstrator... Dealership was dishonest."
• "Purchased a used Yeti in October '19... Brusque and arrogant salesman who wouldn't answer our questions even during viewing."
• "Lying salesman, manager who of course sticks up for the lying salesman, no integrity as they do they back to you when promised."
• "A salesperson took me through the sales process with a lacklustre attempt at selling me the various extras."