West Way Stourbridge Reviews Summary

Customer Service

Pros:

• "We were well looked after by the cheerful, welcoming, receptionist on all of our 3 visits and other staff were keeping us up to date on progress regularly."
• "Both the new sales manager, Ian, and our sales exec Derek were first class."
• "Any questions or queries we had were answered effectively and emails responded to."
• "Best service and attentive staff ever."
• "Matt explained everything in detail and answered all our questions without any pressure or hesitation."
• "Fantastic place. Staff are superb. Couldn’t be more helpful."
• "We were met by Jonathan Smith and offered our test drive, he spoke to us about what we wanted and our budget and was never pushy."

Cons:

• "This has to be the worst dealership I have ever encountered, offering a terrible service."
• "Was then met by a very grumpy salesman who didn't ask our names, how we were or where we had come from/our budget."
• "Don’t deal with George at the Brierley Hill branch. Extremely rude when I asked a very reasonable question and clearly doesn’t see himself as the ‘face’ of Nissan and had a ‘not my problem’ attitude."
• "When the car actually arrived we went to view it with the intention of ordering one, but, as usual every time we've visited this dealership, all of the salespeople were in the offices, not one person was out the front to help."
• "Can't expect great hospitality. Poor handling of customers and Sales executive doesn't respond to your queries."
• "Christian in the Service is awful will not answer calls."
• "Terrible service on arrival; walking around showroom for several minutes before anyone came out to see us."

Vehicle Quality

Pros:

• "The car I purchased exceeded my expectations."
• "The car is in amazing condition, including the interior which is immaculate."
• "Thank you for helping us choose the Juke Tekna we are delighted with our new vehicle."
• "Had a really positive experience buying our 3 year old car."
• "We’re delighted to have been able to take delivery of our new Qashqai just before Christmas."
• "I couldn't be happier with my first electric car. The leaf drives like a dream."
• "I am absolutely delighted with my new car, and my driving confidence has increased exponentially as a result."

Cons:

• "Complete waste of money!! Never use that garage again."
• "Website photos, unsurprisingly, didn't show any of these marks."
• "With worn out buttons on radio and boot scuff marks all over front and back chairs."
• "The 100 point inspection did not catch the ball cell nor I can confirm the bonnet was ever opened."
• "The steering drive arm bent. The arm bent is rusted. The tyres are worn completely."
• "Arrived to it with marks and scuffs over it; inside and out."
• "The car was not serviced, and the mats were cheekily removed from the vehicle."

After-Sales Service

Pros:

• "Even after you leave with your new car they are on hand if you need any help."
• "Jonathan explained everything we needed to know but also reassured us we could phone or pop in if we needed any advice."
• "Had an issue with the car after taking delivery but I received excellent after-sales service and the issue was immediately put right."
• "Everyone is great at 'West way Stourbridge'."
• "Fantastic service as always from the sales team and other staff at West Way Stourbridge."
• "Claire is absolutely fantastic, she kept us informed every week as to what stage we were at and how things were going."
• "The team at West Way in Stourbridge were nothing but friendly and helpful throughout the whole process."

Cons:

• "By far the worst experience I’ve ever had in using this garage."
• "West Way and Nissan customer services are a disgrace to the motor industry."
• "They 'feigned an apology', asking me to send them the details, which I did 3 days ago, and they've done NOTHING."
• "Very disappointed. After kept my car 3 days in their garage nothing sorted and they wanted charge me."
• "The stress and the lying of the team made us never use west way again."
• "Appalling service."
• "Never again this dealership franchise and never again a Japanese car."

Communication & Professionalism

Pros:

• "Everything done very professionally."
• "We definitely recommend westway they are so professional."
• "Derek Fardy is amazing so welcoming as he dealt with us he is an absolute asset to the company."
• "A big thank you to Jonathan and Trevor who looked after this sale."
• "I was kept up-to-date at all times."
• "Nothing is too much trouble and never once have I felt pressurised to decide on a car there and then, Claire takes me through everything and always gives me time to think things over."
• "I would highly recommend West Way Nissan to anyone looking for a new vehicle."

Cons:

• "I tried to call 8 times but got cut off and once was put onto someone in London."
• "No one called. I phoned about 17:30. No one answered."
• "They are also really poor at contacting you and are very difficult to get hold of when you need to speak to them."
• "When I finally get the money back that I’m owed from them I will never be setting foot in that place again."
• "The phone has been put down on my partner while trying to resolve issues with the car."
• "Manager didn't handle the complain in professional manner and spoke to me in inappropriate manner."
• "Their service manager has a bad attitude towards customers who might query any anomaly."

Facilities & Atmosphere

Pros:

• "Calm, spacious, clean and a fabulous drinks machine which our other children were fascinated with."
• "A very pleasant experience even if you are waiting for your car to be fixed or serviced etc. Complimentary drinks."
• "The showroom had a nice seating area with complimentary drinks."
• "A very modern looking show room bright and light and airy, with helpful staff."
• "The facilities for customers are superb."
• "Very impressive spare parts section where they will have your order ready for you too collect."
• "Professional and polite service from the staff, job done swiftly and then the car gets a quick clean at the end, what more can you ask for, really impressed with the whole experience I received here."

Cons:

• "The whole experience was poor and was a wasted 2hour round trip."
• "Quite disappointed."
• "I was constantly left sitting waiting for people to return to give me answers to my questions and awkwardly waiting to be spoken to while staff made tea and coffees for themselves."
• "Another customer in front of me also got fed up with waiting to speak to someone and also left."
• "Went to view cars today, but shocked how rude the staff were and no customer service what so ever."
• "I've visited them today, however there is no customer car park, it is very difficult to arrange a test drive."
• "Management here could do with speaking to their staff about how they drive company vehicles."