Lexus Twickenham Reviews Summary

Customer Service

Pros:

• "Lexus Twickenham technicians phenomenal perfecto and Jackie and service team charming as ever."
• "Dumitru Serbin has gone above and beyond while supporting me with car purchase."
• "Manaal was particularly helpful at ensuring this was all done quickly for me."
• "They delivered awesome customer service and always with a smile."
• "Always a wonderful and exceptional experience at Lexus Twickenham."
• "The staff at Lexus Twickenham are friendly, knowledgeable and professional without being pushy."
• "Very happy with my experience with Lexus Twickenham. Staff are friendly, informed and informative, and professional throughout."

Cons:

• "No call backs, or information."
• "They didn't even call me to apologise nor did they reply to my email regarding my refund so far."
• "Worst Lexus dealership I have ever been to. Did not even bother to welcome me."
• "Lexus Twickenham staff is good, but service booking staff is good for nothing, they should change them, they are like robots no emotions."
• "God knows how many people they've fleeced like this."
• "Forget going above and beyond, these guys failed to deliver on the basics."
• "Very irresponsible people. They didn't even call me to apologise nor did they reply to my email regarding my refund so far."

Sales Experience

Pros:

• "Liana is very knowledgeable and showed professionalism from the moment we walked into the show room till we collected the car."
• "Dumitru from the very beginning to the last document very professional approach."
• "Absolute pleasure to deal with Liana."
• "For anyone considering purchasing a Lexus, I can highly recommend Liana and Lexus Twickenham colleagues."
• "Best experience I have had buying a New Car friendly staff great customer experience from the minute you walk in."
• "I would highly recommend them."
• "I look forward to dealing with them for the servicing of the car over the coming years."

Cons:

• "Nothing about this experience was worth the premium I paid."
• "Whilst I am absolutely delighted with the car, Twickenham dealership and staff engagement has left me disappointed."
• "So they did nothing but waste my time. Worst experience I ever had with any dealership."
• "It seems like there is no communication among the employees."
• "Dirty Business – stay clear!"
• "Been waiting since February for a recall part and still waiting."
• "Booked the service for Saturday 8.00am. got the email confirmation to drop the car at 161 Chertsey Road, Twickenham, TW1 1ER. Came to Lexus at 8.00am and it was closed."

Staff Professionalism

Pros:

• "I was delighted with the service I received from Hiraj Brahmbhatt when I visited Lexus Twickenham last month to buy a car."
• "The staff at Lexus Twickenham are friendly, knowledgeable and professional without being pushy."
• "Dmitrii has been fanatic, his service is exceptional, ensuring I was happy with the service including a follow up!"
• "She was superb through the whole process, proactively taking care of everything through the buying process."
• "Jackie and Philip have been supporting us for years and their dedication is outstanding."
• "Philip in the Sales Team is very knowledgeable and helpful."
• "Dumitru was our sales contact who was very professional and a great guide in helping to navigate the pros and cons of EV versus hybrid at this time."

Cons:

• "The recommended air conditioning service (although I did approve the charge) made an iota of difference to the performance of the AC."
• "Minor issues like wipers changed last year have remained screechy since day one and cheaply fitted at a premium price."
• "The place was closed. I tried to call them, but no answer. I waited about half an hour and no one opened the centre."
• "I dropped my car off at 8am to have something fixed... I moved my meetings around to reach the dealership to pick up my car at 4pm only to be told that the car hadn’t yet arrived from the service centre."
• "Dropped the car at 9:30 AM only to receive a video, health report and list of jobs to approve end of day around 5 PM."
• "Telephone contact service is appalling."
• "At every step of the experience I’ve encountered a lack of flexibility and no respect for a customer’s time."