Lookers Land Rover West London

I have bought 2 cars from this branch of Lookers, and always have issues with reaching members of staff. Staff that would rather duck and hide rather than be open and transparent about delays or problems. Must AVOID!

I thought the first sales representative might be a one-off, but the poor attitude runs throughout the branch from sales to parts and service.

A body-part i ordered in May has not yet been delivered, when I followed up they seemed to have completely forgotten our order. Now, two months later, I’m having to chase this up again.

With the semiconductor shortage, it would be understandable to have delays. But every time I try to contact our sales representative, he ignores emails, avoids face-to-face meetings as much as he can. Just a quick update would have solved all the issues.

All in all, I doubt another branch could provide a poorer service.

Brought my car in after a breakdown, car stayed there for 5 days, came to pick up the car and after only 30 mins of driving all faults came back on the dashboard. Called Land Rover Assistance who sent an engineer down to my house to have a look, was told to bring the car back into the garage, which I did on the same day. I found out my car been laying around for a week, without even have someone to look at it. Keep trying to contact them for an update, every single time I get a promise of someone calling back, never happen. Their level of service is rubbish I can tell.

First time I have bought a Jaguar. The dealership was impressive and the service I received was excellent, truly first class. The salesperson Miz was incredible. He was extremely friendly and polite and did his utmost to make sure I was happy. He spent the time answering all my questions and nothing was too much trouble. He did his very best to get me to where I wanted to be regarding my monthly payment. My car wasn't ready to be collected on the agreed date. I had travelled quite a distance to get to them. I was offered a loan car and when my car was ready only a few days later, they delivered the car to my house. The level of customer service was excellent and Miz and one of the managers Damen, were both extremely helpful and and courteous. I bought my first E Pace and I couldn't be more pleased and happy. Thank you. A very satisfied customer indeed. I highly recommend them and Miz especially too. They will most definitely look after you.

Don't hold your breath on any reply from their service department. Service Manager Wayne Hamilton never return calls/emails despite promise to reply for over a week. How hard is it to acknowledge an email ? When your customers are spending hundreds and thousands on pounds for the services?

AVOID!!!

Car is in for the second time, after the first they didn’t have the parts even though they had a breakdown report and knew what would be needed. Had to make a new appointment 4 weeks later.

Car dropped off first thing Wednesday morning, was asked by service manager, Wayne, when I needed it back and said ideally same evening but worst case Thursday.

Have phoned every hour on Thursday and cannot get hold of Wayne Hamilton, just been told by reception that they have left a note on my account to call me back.

Friday still nothing! I will be collecting my car for the second time without any work being completed! Will have to try elsewhere.

Went to collect my car and was told the part the had ordered in had been returned! She couldn’t believe no communication for 2 days!

Have made a complaint to Lookers and am awaiting there response.

Would not expect this service from brand a so called premium brand. Never again!

I have been using the guys here for around 4 years and I cannot say anything but great things about them. They are attentive, informative and always have a smile to offer!!
Alison Willbourne in particular is fantastic! Always makes you feel welcome and has no issues going the extra mile to ensure client satisfaction is at a premium.

Amazing experience with this dealership. Shaquille has been awesome with helping us find our new car Range Rover Velar. He has made our experience very smooth. He’s very professional and has excellent customer service, also with all the questions we have been asking he is very patient. Overall Shaquille has been fantastic thank you for a great experience. Will definitely ask for him again for any of our next purchase.

Our car broke down the day before Christmas, and due to the issue, it could only be looked at and repaired by a main JLR dealer.

We were advised there was 46 cars in the recovery queue waiting for repairs. Our expectations of getting our car repaired in a timely manner were very low. The stress of whether they'd be able to get the parts and how long we'd have to hire a car for were mounting.

Until we spoke to Wayne Hamilton. He completely understood the situation and went out of his way to be helpful.

When you get good customer service these days it stands out a mile!!

Wayne was exceptional. He kept us completely informed the entire time. He kept us updated and he called us when he said he would. He exceeded our expectations and he over delivered. Wayne is a credit to the company.