Steven Eagell Toyota Anmeldelser 

Excellent service from Ian and the collection service.

I ordered a new car in early March 2026. Was told it would be ready in May. By May 19th, I had still not heard anything from them. I phoned. The salesman kept asking could I confirm what colour I wanted. First of all they couldn’t find my order because they couldn’t log into the Toyota system. Then they sent me a video message, telling me the car was located and nearly ready for collection. When I ring them, I’m told it will be September. I then ask him if it’s safe to say, they had stuffed up my order. I told them they had a car in stock at their other dealership. I was ignored. I have had no apology or contact from the manager or anyone. They have wasted nearly three months, my waiting for a car that clearly wasn’t coming. One wonders how long it would go on if I had not rung them to enquire. To say I’m angry is an understatement

Very disappointing and unprofessional experience at the Bedford branch.

We were assured multiple times that our Toyota Yaris would be ready for collection, so we rearranged work and childcare and travelled there. After waiting, we were told the car was not ready due to a window mirror issue.

Shockingly, we were asked to sign paperwork saying we had collected and inspected the car, despite not receiving it. We paid in full but left with no car, no courtesy vehicle, and no clear plan.

I left feeling extremely stressed, upset, and disgusted by the way we were treated. Poor communication, no accountability, and no empathy. Completely unacceptable. Avoid them.

Wanted a small part for my Toyota Yaris Hybrid 22 plate and dealt with a fantastic guy in the parts team called Peter. He couldn’t have been more helpful and the cost to purchase and paint the part to match the car very reasonable. I would totally recommend Toyota in Romford and especially Peter .

Enquired for a new car from this place and got a call back from the executive and the way he was talking was shit and he was talking with a lots attitude and with no respect. So badly recommended dealership with lowest customer service 👎

I was this time quite disappointed with my service experience. Collection was ok although I had to call more than once to confirm as I didn’t get the usual message re time frame..
I was then called offering additional services at very high prices and finally got a call saying car wouldn’t be returned that day as driver running late which put my next day’s plans concerning childcare into chaos . I have tried calling but my calls have yet to be returned. Am hoping this is a one off experience as they’ve been pretty good before now

I had booked a service package including: general service, air conditioning disinfection, air conditioning service, and gearbox oil replacement. Additionally, I paid £30 for vehicle collection and return from my home address.
Unfortunately, both the process and the outcome of the service are unacceptable:
At multiple stages, I was asked to pay for the service despite having an active service plan.
After the service and air conditioning disinfection, the vehicle was returned; however, the air conditioning is still not working.
The gearbox oil was not replaced as agreed.
The promised exterior wash and interior cleaning were carried out to a very poor standard – the car was only rinsed and lightly vacuumed.
I was charged £200 for air conditioning disinfection, despite the system not functioning.
Additionally, the driver who returned my vehicle refused to hand over the keys unless I paid £30 in cash, which I find completely unacceptable.
I do not understand why I have been treated in this way. This situation falls far below the expected standard of service.
I am disappointed with the way my complaint and refund request have been handled.
After raising my complaint, I was asked to provide a bank statement showing my name, address and bank details so that a refund could be processed. I supplied the requested document on 21 May 2026.
Since providing the information requested, I have received no confirmation that the refund has been submitted for payment, no update on its status and no further communication.
I have fully cooperated throughout the process and provided everything that was requested of me. However, I am still waiting for a response and for the refund to be processed.
I hope the company will now address this matter promptly and improve its communication with customers.
Unfortunately, based on my experience so far, I cannot recommend this company.

I purchased a used Lexus from Steven Eagell Rayleigh for approximately £21,000 after being advised that the vehicle had two owners and full Lexus service history.

After purchase, I discovered discrepancies regarding the vehicle history and service documentation which caused me significant concern, particularly given the premium price paid for an Approved Used Lexus vehicle.

To be fair, the dealership and management did later acknowledge shortcomings in the information initially provided and offered a goodwill gesture. However, I did not feel the offer adequately reflected the difference between the vehicle as represented during the sales process and the position later clarified after purchase.

I escalated the matter through Lexus UK and the dealership management team but have ultimately been referred to the Motor Ombudsman for independent review.

I would simply advise future buyers to independently verify all ownership and service history documentation carefully before purchasing.
Automatic reply sent for this review the same response they give to every review. No care whatsoever. Toyota and Lexus are good cars but very poor sales teams profit over care.
RECEIVED AUTOMATED REPLY
Hi Sean, we're sorry to hear you were unhappy with your experience and we would like to investigate this further. If you could send your official complaint in full, including your contact details and the branch you have dealt with to -feedback at steveneagell.co.uk, where it will be viewed by Senior Management, we would be very grateful. Thank you!
I replied to this 3 weeks ago, where its supposed be viewed by senior management.it obviously goes straight into there junk folder along with every other complaint, its a very poor service from Steven Eagle, Toyota and Lexus are very good cars if you want one, use another dealer for peace of mind and honesty.
I gave one star because there is no option for Zero, even Zero would be too much.

I brought my car new from the kings lynn branch 5years and have service plan on it and have always been happy with the care and service I have received till now!! I booked my service and m o t for my car on 31st March by phone to Milton Keynes for 8th may, when arriving there the day before they knew nothing about my car being booked in so I showed them the call on my phone telling them I was having to put air in my tyre every 2 days so would they look at it. They couldn't find anything visually wrong, so I took it to my local garage and straight away they found a inch and a half nail in it.

Ordered a £38k car from Kings Lynn, in the following 2 months never had any update, on the day we collected were told that the more than £10k surplus for our trade in might take a week to pay us! After a week no money received until we complained. When we submitted a review which reflected our feelings on this a manager then called to tell me what a devastating impact this would have. They have since seemingly punished me for failing to send, after 2 months, the paper manual previously promised. You decide for yourself if that’s the place you spend your money! But for me we won’t be back!

They advertise a 1 HOUR express service. Chelmsford branch has today taken 1 1/2 hours for my intermediate service. This was only achieved because I told them I did not want the wash they include with the service and pushed the receptionist, twice’ to check on progress. Had I just sat and waited God knows how long it would have been!
Why does any Company, particularly one claiming to offer superior service AND CHARGING FOR IT advertise service levels they do not provide ?

I had my car serviced today. I would like to say thank you to Andrew who was absolutely fantastic today. Kindness goes a long way. I hope once I decide to get another car, Andrew will be there to help me. Thank you Andrew. I would not hesitate to recommend you to anyone. See you soon for a set of new tires!😊

We recently purchased a new car and must say we were extremely satisfied with Dan (Sales Controller) who took over our purchase. Very genuine in his approach and made the whole experience a pleasure.
Very happy with our purchase even though bearing in mind we have only had the car a few days, this is our second purchase through Steven Eagle Ashford and our previous car ran very well with no faults.
I would highly recommend Dan and Steven Eagle to any prospective buyers.

I bought a used 2023 Toyota C-HR from Steven Eagell Northampton on 11/3/26. Have to say without a shadow of any doubt whatsoever this was, and remains, the worst car buying experience of my life and I’ve had a few over my 74 years.
I went to enquire about this car and was promptly placed in a cubicle at the end of the showroom, little did i know then how many hours over the next three weeks in one of those cubicles that i would be spending. I was allowed out to go on a 15 minutes tops test drive. I did take a quick look around the car but was quickly ushered back in to negotiate a deal. This went on and on, so much so the salesman i was dealing with Kian, went to fetch someone, more experienced I assume, to join him to tie up the deal. Now yes, I am an adult, but the pressure they put me under was to say the least, intense. Suffice to say, I bought the car. The sales manager came over as I left to explain they are a Japanese company and their big thing was INTEGRITY…. Remember that word…!!!!
As I said earlier I picked up the car on 11/3/26, again I was placed in a cubicle, I arrived just before 1pm and left around 4:30. They transferred my private plate after admitting THEY had messed up, saying the V5 of my original car would come to me, not them as it should have done, they withheld one of the new car keys until the V5 was delivered to them by me once it arrived from DVLA due to their mistake. I did say at the time I feel I’m being blackmailed here as it wasn’t my mistake, but hey-ho. I also took out a service plan which I’ll come back to later.
I had been there hours so when I got home the car went in the garage until around 10am the next day.
It was then I noticed all four alloys were damaged, there was a stone chip dent, a dent where someone had opened a door onto drivers door, no promised floor mats and when I opened back door the parcel shelf was dangling in mid air. I immediately rand the dealership who asked me to go down.
When I arrived I was wheeled into one of those dreaded cubicles for another long stint sitting there.Of course their attitude was now totally different as I had signed on the dotted line. I knew it was going to be hassle straightaway, so I said about the Consumer Rights Act Of 2015 stating that goods had to be of a quality linked to its age and price which was £22,249.
I said from the outset I would accept some responsibility for not inspecting the car more thoroughly initially so if they covered the bodywork, the floor mats and the parcel shelf I would accept the four damaged alloy wheels to which Vickas agreed.
To keep this as short as possible, it was hell getting this work done. On one visit as we sat in a dreaded showroom cubicle Vickas assured me the parcel shelf had arrived and the stone chip dent had been sorted, after 3hours 40mins they ushered me to the car, stone chip dent NO DIFFERENT and the parcel shelf they had fitted in my car was actually WORSE than the one supplied that I had rejected.
In the meantime remember the Two Year Service Plan I had taken out..? I always questioned the paperwork of it to both Kian and Vickas but they assured me all was good. In the end I contacted the service department who also said, no, all is okay. The day after that I contacted EmaC the company who take payments and run the plan who told me the plan was ‘not worth the paper it was written on’ and do I wish to cancel it immediately which they did. I asked if they could sort another one but sadly it had to be another visit to the cubicle at Steven Eagell Northampton which I did.
Anyway, I rang Toyota UK after that to officially complain but that was a total waste of time as all they did was give me a reference number and referred it back to Northampton..!!!
After actually sending a rejection of the car e:mail to Steven Eagell Northampton they promised to complete the repairs by end of business 25/3/26 and as I was totally sick of them, the car and Toyota as a whole by then I just wanted an end to it all.
On that day, as I was sitting in that cubicle once again waiting hours for it to be done Vickas actually said to me, regarding the parcel shelf that “I have to realise the car is 3 years old so I can’t get a brand new parcel shelf as they are different now” I couldn’t believe my ears, a ridiculous statement. I told him they had been playing me and treating me disrespectfully to which he made no comment.
I got bored at times while waiting in the cubicle so I wandered out into the showroom, trust me, so many disgruntled customers making remarks about this company.
But, it’s done now, sure I’ve missed some bits out but I’m done with it. I tell everyone I come across of my treatment at Steven Eagell Northampton, as I said at the start of this, the worst main dealer car dealership company I have ever had the misfortune to step in to.
The experience has tainted me forever, I’ve even sold on that dreaded car, lost money of course, but happy to be rid

Took far too long to carry out the work.
Very unhelpful staff when I arrived to pick up the vehicle once done. Handed the key and informed I would find the vehicle somewhere in the car park.
Car park was chaotic and vehicle blocked in, would have appreciated a tad more customer care.
I certainly won’t use this place again for my own car.

After a call from amir azimian from Steven eagell Toyota st Alban's very much appreciated on the outcome from the inquiry I ask for all sorted now thank you amir from both of us for all your help

I had my car serviced here and it was returned to me with the bonnet and boot covered in scratches. I would not recommend or if you do use take videos/photos of your car before you leave it there. The video of the service they do is only on the underside of the car while it is on the ramp not much use!

Would give less than 1 star if I could.

Poor communication between branches, rock bottom customer service and lucky if you get an apology is a common theme across 3 midland branches. Don’t bother.

All went well up to the point of sale. After the sale they just lost interest and could not be bothered. When we arrived to collect the car we had to pay an extra £2000 even though the paperwork said different - sales rep Eilish could not provide any explanation for this. The parcel shelf was missing which we didn’t realise u til we got home so had to do a 2 hr round trip to collect. The worst thing by far was the fact that it took over 3 weeks for them to lay off the finance on the car we had traded in and we actually had to make an extra payment to the finance company because the finance had not been paid off by Steven Eagell who by not doing so were in breach of contract. We emailed Eilish who chose to ignore our emails even though we had made it quite clear we were making a complaint and we’re not happy customers. We phoned and were lied to by Eilish’s manager who assured us the finance had been paid - it hadn’t. It was finally sorted by the assistant manager. Would I use King Lynn again - hell no. Customer service extremely low par and Eilish would benefit from retraining

I had a recall for my car so I booked it in for 1st April 2026.I took car in and receptionist said car ready by 5pm .I went home and within 20 minutes called by Toyota to inform me they did not have the parts or tool needed to do the job.Why then book me in.I was so angry and said I could not have this conversation,I had the same problem last year when my car was booked in for a routine service.After a while I received another call from Toyota and they said they would keep my car on site and do the necessary work and car ready on 7th April.They did say it could not be done earlier due to Easter break.So 7th April no contact from Toyota,8th April still no contact from Toyota.Eventually on 9th April called by Toyota to say car ready and would I like car washed which I agreed to.I went to collect car.Reception just handed me my keys. No explanation for delay or lack of contact.Also car not washed.The lack of customer service for such a big dealer is shocking.My next car will not be a Toyota.