Address: Stanley Matthews Way, Stoke-on-Trent, ST4 4DD, United Kingdom
Phone: +441782337900
Rating: 4.4
based on 233 reviews.
Customer Service
Pros:
"Fantastic service from all of you. Thank you all so much for a stress free appointment."
"Paul was extremely knowledgeable and dealt with my queries professionally and swiftly."
"The whole team offered a great service and delivered some personal touches that made this a fantastic experience."
"Volkswagon Stoke kept us up to date with text messages/emails, phone calls and also short videos of the work carried out."
"Excellent service across both sales and after sales."
"I was extremely satisfied with the customer service & helpfulness I received from all members of staff."
"The staff at Johnsons Volkswagen Stoke were good because they kept me informed throughout my visit and spent extra time getting my car sorted when it was found updates were needed on the infotainment system with regards Android Auto."
Cons:
"Appalling customer service. Waited 45mins with a shop floor full of staff running round like headless chickens."
"Bought new Vw, seller told me 'I can get 2 first services for free', but on first service I should be paid full price and nothing about free services."
"Went today as I was interested in a golf r... if you want sell a car it's not the way to do it... poor customerservice or none."
"Please seriously consider avoiding VW Stoke and try VW Crewe instead, they are far more professional and care much more about the customer."
"Our latest email was even ignored."
"The only reason I cannot give the fifth star is because we felt a bit hounded by staff asking for 5* reviews, three different members of staff asked for a 5* review and it felt a little pushy."
"The mobility side of it is so un accommodating I ordered a car in April... I am quite disgusted with this person's behaviour and feel now that I don't want to speak to them again."
Sales Experience
Pros:
"Was guided through the car buying process by Jake who was very informative, helpful and friendly and readily answered all the questions I had."
"Mark my salesman explained everything in detail and clearly to me."
"Walked in and was asked if I needed help, told the lovely lady what I was after and put with a used salesman straight away, chaps name was Paul and nothing we asked was a problem."
"I had a great experience purchasing my car from Stoke VW."
"Megan at VW stoke was a delight to do business with. Polite and unpressured approach to car sales was a refreshing change."
"Jonathan the car sales manager, very professional, great team and very accommodating."
"We received a 5 star experience start to finish from Jamie Turner, who was professional, friendly, knowledgeable and honest and at no time did we feel pressured."
Cons:
"When I went to collect my car it was parked outside, and while waiting it was then driven back into the workshop."
"I have since returned to VW Stoke to complain to the manager and discuss returning our vehicle, as it is unreliable and we have to jump through numerous hoops to get checks/repairs completed under warranty."
"Been into VW Stoke today. Was in there 20ish minutes.. not one person came to us."
"New Golf was delivered on time but without personalised number plate. It then took a month to sort out even though it was supposed to be ready when the car was delivered."
"The price they offered me to return the car was £6,000 less than we purchased it for, less than 12 months ago."
"Booked car in for DSG on first day and it did not get done as it was overbooked."
"Just been to have a look at buying a New Touareg and was totally ignored."
Vehicle Service and Maintenance
Pros:
"Joel... also went above and beyond to ensure the paintwork on the car would be rectified if I was not happy with the finish."
"They kept me informed all the time, offered a payment plan which helped me a lot."
"Dale spent no time in making all the necessary arrangements to remedy and repair the issues and communicated with us fully throughout this process."
"Had a major service done £355 on a golf R, staff were polite and professional, however when I collected the car it hadn't been cleaned inside or out, disappointing and not good considering I was told this would be done."
"Took car in for full service. Great price and sent me a video of chassis and underneath covering wheels brakes track rods, tyre treads & disc pad wear during service."
"The booking through Stoke was flawless, my call was handled efficiently by the service dept lady Emma who answered my questions knowledgeably and precisely."
"We couldn’t have asked for a better service than what was provided to us by Dale at Stoke Volkswagen."
Cons:
"I have bought 4 brand new cars from here, (this will be the last one from here, even I like VW car) customer service is superb, but technician —————I can’t believe, every time after my car had full service, it will back with problems."
"We had issues that we were told would be fixed that weren’t."
"Abysmal customer service. Following a service, for which I have a service contract, the subsequent work done cost in excess of £1,500."
"The outside of the car had a chip or mark on every panel of the car."
"My car was booked in for a service and MOT and other significant work in order to comply with the service/warranty package. Everything was completed as prescribed but the car still isn't running smoothly."
"Booked a 4 wheel alignment at VW UK please price and told that Stoke VW did not do it as they did not have the equipment to it."
"Then when you attempt to contact over why your car has been dented and parts for your car have been stolen during a service, they explain there is no proof and you get passed from person to person on the phone having to explain your story each time."