Marshall Land Rover Cambridge Reviews Summary

Customer Service

Pros:

• "Impressive service from Pedro Gomez at Marshall’s Cambridge."
• "Great customer service from Jonathan."
• "Natalie made this the smoothest car buying experience ever!"
• "Just bought a new Velar. Must say that this was my best car shopping experience ever."
• "The service was absolutely first class right from the very beginning!"
• "Superb service from Pedro today at Marshalls Jaguar, Cambridge."
• "Great customer service from start to finish."

Cons:

• "Can’t believe the total lack of customer service from this business."
• "They won't remind you of MOT or Service."
• "From start to finish we had the most appalling service."
• "Complete waste of time. No cars with prices on the forecourt."
• "Worst customer service from Marshall Land Rover Cambridge."
• "AVOID AT ALL COSTS!!!"
• "Appalling levels of customer service."

Communication

Pros:

• "Grace Silver kept me fully updated and informed throughout the process of buying my car."
• "Natalie has been the only car sales person who has ever made the effort to follow up with me to check satisfaction post sale."
• "Communication was excellent from Adrian, and the whole process of buying the car and part exchanging was very straightforward and stress-free."
• "She also called a few days after collection to check all was still going well."
• "Dan did everything he said he would do, when he said he would do it."
• "Ms Kaur was our Service Advisor and made sure things went well from then onwards. All our questions were answered."
• "We feel very happy and confident about our purchase and know that we can go back at any time with any questions or issues and they will be dealt with in a friendly and professional way."

Cons:

• "I've tried the email route in the past and that too was ignored so forgive me as I'll not be trying that again."
• "I emailed the service manager email address 6 times and never got a reply or acknowledgement."
• "EDIT - another week of waiting and still no reply to my email."
• "The receptionist is absolutely dreadful and just passes the call around without using any initiative to make sure the call connects."
• "I have spent the last few days trying to speak to somebody in the service dept about a question I have concerning my service plan. Nobody answers the phones."
• "Whenever you call them their service executives will be on another call and you won't get a callback too."
• "Throughout January communication remained poor - they appear to act as individuals rather than working for each other so messages do not correctly get passed on."

Reliability

Pros:

• "Thanks for sorting out my problem after my initial review."
• "They also wash the cars, which will make you feel good."
• "Her knowledge, passion for the JLR brand, the automotive sector, and proactive service were extraordinary!"
• "So the 5 stars are for Natalie - she turned a woeful experience into a great one."
• "Grace was really helpful, especially considering we were traveling a long way to collect the car."
• "James and I would like to personally thank Natalie at Marshalls Land Rover Cambridge for her help whilst purchasing our new car."
• "Professional and knowledgeable service from start to finish, exactly as I would expect from a premium brand."

Cons:

• "However, upon arrival, I was informed that the necessary parts were not available, leaving me in an inconvenient and frustrating situation."
• "After putting a deposit on a car and agreeing a deal with Mark Willmott who I thought was head of business, I had a phone call from an Alex Blake to inform the car had been sold to somebody else and my deposit was irrelevant."
• "Car was supposed to be delivered on Friday but arrived on Monday."
• "Originally tried to buy a Velar from this establishment, only to receive totally disinterested sales service."
• "Was supposed to be there for a couple of days max then over to the bodyshop to have alloys refreshed and a scuff polished out. Not seen the car since."
• "Dropped in to book a problem with my discovery and took it in several weeks later for the problem to be fixed, needed a new part so had to book it in again, went in six weeks later after speaking to dealership that they would have the part, dropped the car in for the third time and guess what the part hadn’t been ordered."
• "With no information to go on, I travelled back through Cambridge to Marshalls for 5:40pm, where I was told they were delayed on the job and would need it another day."