Nissan London West

Awful experience when my car was booked in for a service in April 2018. Was constantly told lies about how long the service would take which ended up leaving us without a car and wasting nearly three full days during my husband's work holiday when we had planned to take our children out. Told it would take maximum of 2 hours on the phone the evening before the service, then told it would take minimum of 6 hours when we brought the car in. No car offered for use while we wait, despite misinformation so we rescheduled and booked a pick up and drop off service for the following week. I asked them to pick it up as early as possible in the morning but they picked up the car at 12.30 and then called me in the afternoon to say it wouldn't be ready till the next day so they wouldn't be returning the car. Jason told me he "wouldn't want to rush the service and cleaning". Next day we wanted our car ASAP as didn't want to waste another day. They avoided phone calls and took a very long time to call back to tell us when we would get our car back. We were lied to and told that the car was ready to be dropped to us at 1.30pm and driver didn't arrive till 4.30pm so another day wasted. To top it all off the car hadn't even been cleaned at all inside (pictures attached). No complimentary services offered as an apology. Not how paying customers should be treated at all.

Really awful customer experience. After booking my car in Jan-18 due to an intermittent fault with the illumination of the buttons on the centre console of my Qashqai which is still under warranty, I was told that because the issue wasn't visible at the time (I did say it was intermittent) that they couldn't justify fixing it. I subsequently took picture of the fault and booked it for repair on 24-May-18 only to be rung the night before to say that they didn't have enough staff and so they will have to cancel the appointment. Next earliest appointment was a whole 3 weeks later on 12-Jun-18 and in the morning of the appointment I get a text cancelling again because of a lack of staff. Absolute time wasters and will never be using them again. Nissan should be thoroughly ashamed

I have been extremely impressed from start to finish. With the high level of customer service I have received by Mr Roger Gooding and Nissan. As a motorbility customer Mr Gooding took the time to fully understand the needs of my daughter. I must say not with any other car company I have been to in the past years have they taking that kind of time. even down to sending a video message to my daughter so she could see what colour the new car would be. To help make her feel more comfortable about the change over. Every step of the way I was kept up-to-date.
Mr Roger Gooding even took the time to come in from the first day of his holidays to do the hand over himself and make sure I was fully happy with the the car.
Now you would think he would of been hurrying me up so he could get away on holiday. But No Mr Roger Gooding took the time to make sure I fully understood all the new features of the new car and letting me take the time to just have a sit and get the feel of the car before driving of. #Amazing
I will be recommending Mr Roger Gooding &Nissan to all my family and friends
Thank you

We could not be happier with the service, attention to detail and willingness to help find what we were looking for at Nissan London West.

Roger Gooding is an absolute GEM and a real asset to Nissan. Even after spending nearly 3 hours with us on various test drives and multiple "grillings" :-), he was the most calm, polite and super helpful salesman we've ever come across.

Additionally, Amjad Yasin was also extremely accommodating to our needs and we were very happy with the deal and the car we bought from them, and have recommended them to my family and friends.

Our little doggo (recovering from an operation) also was the star of the day being completely spoiled with lots of attention!

Thank you Roger and Amjad.

Worst customer service I have ever experienced and much of this poor service comes down to my gender. Booked a courtesy car with an 11am drop off. They call me the night before and try and persuade me to have it done whilst I wait. I refuse as I had plans and needed a car that day. Turn up and get asked to sign a non duplicate damage sheet to accept my courtesy car before I've even seen it. Demand to see the car first and spot it has damage on it. Service team feign surprise and get that marked off so I'm not liable. Courtesy car is filthy. My car doesn't get same day MOT as apparently I dropped my car off too late ( arrived at the 11am time I had booked it in at). Get sent a video to say my car has failed its MOT because my sat nav holder was attached to the windscreen! Garage then say it has passed its MOT. Go to pick up car which was returned to me without a valet. Complained to head office in March - nothing back. AVOID

We bought a Juke online and dealt with Reagan. Guy was polite and sent us an online video of the vehicle, although it was poor quality so couldn't really see the car. Looked ok though so decided to purchase. They arranged free delivery which was nice but before the car was delivered we felt pressured to pay the full price of the car. This was through an email followed by a phone call basically saying if we didn't pay in full the car wouldn't be delivered. When it arrived we were shocked at its condition, having been promised a full valet. The car was in poor condition with sun damaged paintwork and smelt terrible of dogs inside. The car also had lots of evidence of accident damage which we weren't made aware of at all. We contacted Reagan who explained a valet was a simple exterior wash, with I explained wasn't a full valet. There was also a door trim missing. We said we wouldn't take the car if the issues weren't sorted but that meant driving from Nottingham to London to take the car back. We were told the door trim would be ordered and the car would be polished by the body shop. We went ahead and kept the car. We decided not to take the car back and I corrected all the paintwork myself which took 6 hours. We are still awaiting the door trim to be sent to our home address along with the log book. It's been chased up today and the part has 'just come in' so will be posted today and also the log book sent. Apparently ownership wasn't changed over as he didn't know whether we were purchasing the car or not. This was over a month ago.
*UPDATE* part has arrived next day and appears to be 2nd hand and glued back together (see photo). Not impressed!
*UPDATE 2* We sent our details as requested in response to this review but have had no phone call from any management team. 5 days ago.

Booked test drive, got confirmation email, talked to them on the phone to rearrange the time, got new email with new time, on the date of the appointment talked to them again on the phone because we were arriving some minutes late, when we get to the showroom nobody welcomes us, just two representatives talking to other customers. After 10 min waiting I try to interrupt one of them to see if I’m at the right place for the test drive, they say they had no test drive appointments for that day. I show them the emails, they don’t even want to look, they just go “I’m with a customer” … 20 minutes later and after being bored of looking a the cars in the showroom the representative we talked to looks at us and ignores us. Good job Nissan. If this is how sales representatives treat customers I don’t know what after sales service may be like..

We purchased our car on a PCP from this dealership, with 2 services free included. We tried organising these services in the last year but were repeatedly told there was no capacity to do anything. Now our agreement is almost up and they are basically ignoring our calls/requests to book in the service. Fairly certain that this dealership is more interested in making the sale than honouring their agreements. We've called the dealership many times and emailed a complaint with no response. Would not recommend at all, other local Nissan dealers have been more helpful