Lookers Reviews 

I am very happy and satisfied with the customer care shown to me at Charles Hurst, JLR, Belfast.

I had an issue regarding my new vehicle earlier this year. This issue was handled extremely well from the onset to completion.

The two General Managers that dealt with me on different occasions throughout both treated me respectfully and in a very competent and professional manner.

The experience with the Charles Hurst JLR Dealership was down to how these two gentlemen dealt with the issue and in my opinion they displayed their customer care skills at the highest level.

Managers like these are the driving force behind a successful business ensuring customers return to a business in the future.

For me a very stressful situation was sorted at the on set with immediate action taken to correct the issue and to ensure my customer satisfaction at conclusion.

Each time I visited the Dealership I was greeted warmly and was shown the utmost respect which made feel at ease on arrival.

From my experience I have no hesitation in recommending this Dealership and how these two Managers looked after me throughout making me feel valued at all times.

We experienced Politeness,empathy,and expert knowledge of the Motability scheme plus in-depth expertise in the Ford product.

STRESSFUL….That’s my experience of buying a used vehicle from Lookers and having to return it for a refund. I will not buy from Lookers again. I’m still awaiting for my refund and had handed the vehicle back last Friday.

If you have the time, please read the facts and it may help you to make your own mind up if ‘not to buy’ or ‘buy’ from Lookers.

I bought this vehicle ‘at a distance, it was advertised on a ‘used/approved’ manufacturers website. I contacted the Lookers dealership and requested the salesman send me a video of the vehicle, which it duly arrived. In it, the salesman stated “it’s a lovely and cracking vehicle”.
Having bought through this particular used/approved website at a distance two times already, I arranged to have a test drive at my nearest Lookers dealership of a similar vehicle. After that, I agreed to purchase the vehicle and paid to have it delivered to them.

A few days later, I was informed that the vehicle had arrived in the afternoon and ready to pick up next day.
We completed the paperwork and only then I was informed that one of the key fobs was not working and a car mat was missing. The salesman told me that a new key had been ordered and that they needed the car back to reprogram a new key in. He also put a new mat in, but it did not match the others in the car..
He then showed me the vehicle and I noticed a deep scratch on the wing, then having a look around it, we found several chips and scratches. I was not impressed. A sales manager said he had a ‘mate’ that when I was to bring the vehicle back to have the key reprogrammed, they would have bodywork touched up.
I did complain at the time that they should have rung me up prior to handover to let me know of these issues. I could have requested more information on the faults.
I accepted remedial works in good faith and drove the vehicle away with odd car mats, a partially working key fob and with many scratches & chips.

After an hour, I examined this car more thoroughly. I then found the drivers door was really scratched low down, the inside had not been valeted properly. When I lifted the bonnet up, there was a white emulsion around the oil filler cap and unscrewing it, there was more under the cap.
I decided there and then to reject this car and return it to Lookers for a full refund.
I called Lookers and emailed them, but no response.
I complained straight to the vehicle manufacturers’ customer services team through which it was advertised and copied them in. They apologised for this stressful experience and got involved.
Eventually Lookers retuned my call and we arranged to bring this car back and whilst driving it back, an engine management light came on.

I have had no apology from either the Lookers dealership where the car was advertised or the Lookers dealership where I picked the vehicle up for them selling me a car with many faults.

QUESTIONS I HAVE ASKED MYSELF:

-Would I buy at a distance again?…No.

-Would I have bought the vehicle from Lookers having first seen all the scratches, chips, odd car mats, key fob not working, water in engine issue & engine management fault?….No

-Would I have bought the vehicle from Lookers knowing I would not receive an apology during this stressful experience that was not my fault?….No

-Should Lookers, where I picked the vehicle up from, checked the vehicle and let me know of the issues before handing it over to me?….Yes. They just blamed the Lookers dealership that had advertised the car initially for the vehicles current condition.

I hope you find this helpful. Thanks for taking the time to read my experience of buying with Lookers.

Mitchell S is an angel. He made sure I got a good deal. Thank you.

Jonny made the experience great and made me feel at ease with all the updated

Hi, I was dealing with Errin and she was great getting my new car was super easy and straight forward would give an extra star but it doesn’t allow me, pergout Charles hurst

Fantastic 10/10 service! Chris made everything so easy from start to finish. He was honest, approachable, and kept me informed throughout the entire process. From my first phone call to collecting the car was just three days. I wouldn’t hesitate to recommend Chris and everyone at Lookers Northallerton. I’ll definitely be back when it’s time for my next car!

Ordered and collected my second Motability car with the super guy Philip Earl, very informative and professional. No problems from start to finish. Took time to talk us through the cars new technology etc..
Thanks Philip!

My window opener broke while the window was down. Lookers took my car in that day and checked it over the next day. Ordered the parts and I got it back the following day. They also fixed my air conditioning Great service Well done I was very grateful.

Well received, quick service. Procedure clearly explained. Arrived 7:40, home by 9:30

Helpful staff
Efficient service

Staff are always very friendly and helpful at Lookers. I was well looked after and fully updated with my cars progress whilst in the garage. Andy was particularly helpful and kind. Thank you.

Trying to find work on a mint condition, low mileage, 8500 miles car. Advising the car required 4 new tyres because they 4mm tread left - was a red alert lol. The legal limit is 1.6mm, so had over twice the legal limit left. Very dishonest and would never go back again!

Very keen to sell you a car but then totally ignore you once they have your money.

I purchased a vehicle from Lookers VW Guildford on the 30th June 2026 and shortly after this, I telephoned their aftersales and service department as I had a problem and I wanted their advice.
All of their service agents were busy but I was informed that I would be called back shortly.
This call back never happened.

I telephoned them again the next day and again, everyone was busy and I was promised a call back.
Again, this callback never happened.

I then sent a message via the "contact us" link on their website and this was also ignored.

After leaving details of this poor service on the reviews section of their website, I received a reply asking me to raise a complaint and giving me details of how to do this.
I duly submitted the complaint (ticket number 89730643) and received an automated reply stating that I would be contacted within 14 days to discuss my complaint.
Here we are, well over 14 days later and surprise surprise, nothing whatsoever heard from them.

By all means buy a car from them but make sure that you have another VW dealership close to where you live so that you don't have to attempt to contact Lookers VW Guildford for a resolution to any problems that you may encounter with your vehicle.

Edited to add the following.

Instead of simply replying with yet another generic fob off statement, why not actually reply to the original query?

Your response (or rather, lack of) simply goes to prove that you couldn't care less about dealing with any dissatisfied customers.
I honestly thought that the customer service from a VW franchise would have been better.

Staff provided excellent customer service going above and beyond. I was very happy with the deal I received and how everything was handled.

Excellent service went above and beyond to get a van for me.

I purchased a Scirocco on 3rd June 2026. Once I purchased the car I was ignored by the salesperson.
I had a fault and he totally ignored me. A simple “ that’s not my department would have been suffice.
I then had further faults on 14th July.
I really wished I’d not bought the car from Preston VW as I live in Crewe which is over an hour away.
When my car was showing faults I had a VW technician come out and he said to take it to the Crewe VW Dealership which they agreed it had faults, however I was required and responsible to bring the car back to Preston.
The car is still in the workshop. My son who is a qualified Mercedes Technician is handling the the phone calls etc. He is now being ignored.
The car I bought came with a 90 day warranty in which over three weeks of this has been in the garage.

Never again will I use Lookers especially Preston as totally let down.
I thought getting a car from a main dealer would be the best thing to do with a 2nd hand vehicle.

I am now concerned that I have no warranty left.

Sorry but dreadful

Kevin Williams

From the moment we walked in the show room every one was very help full and polite,
Martin Blight showed us the car and let us have a test drive. We decide to buy the car and the process was vary easy. Martine explained everything to us clearly . Thank you Martin,