Lookers Anmeldelser 

AVOID ESPECIALLY BRAINTREE LOOKERS. I’m left £480 out of pocket with no car

I have been a Lookers customer for nearly a decade, but after this experience, I will seriously reconsider ever using them again.

After all the hassle, delays and poor communication throughout my attempt to purchase an Audi A1, I arranged my own finance through Car Finance 247, believing I could finally get everything sorted.

However, when I turned up at the dealership on the agreed collection day, I was told they would not sell me the car because I was using third-party finance. I was turned away without a proper explanation, despite having made arrangements to collect the vehicle.

I am now £480 out of pocket and have absolutely no car.

To make matters even worse, the exact same Audi A1 is STILL advertised for sale, and the price has now dropped to just £9,956. After everything I have been put through, seeing the car continue to be advertised at a reduced price is incredibly frustrating.

This follows previous issues with communication, cancelled delivery arrangements and confusion over pricing, including a £250 delivery charge that I had been told would be waived.

The entire experience has been stressful, time-consuming and financially damaging. I have wasted time, money and energy trying to purchase a car, only to be turned away on collection day.

I understand that dealerships may have policies regarding finance, but surely this is something that should be made clear BEFORE a customer turns up to collect a vehicle, rather than leaving them out of pocket and without a car.

After nearly ten years of being a customer, I expected significantly better service and communication than this.

I would strongly encourage anyone considering buying a car from this dealership to make absolutely sure that every detail is confirmed in writing before handing over any money or arranging collection.

I am extremely disappointed with how this has been handled and would like to see Lookers take responsibility for the situation and the financial loss I have suffered.

Purchase Volvo xc60 from Lookers Volvo Colchester on 12th Aug 2026. On 20/9/26 I was unable to get into gear and the clutch pedal dropped. Arranged recovery to Volvo Exeter. On 23/09/26 I was contacted by Exeter they had spotted lots of issues with car totalling over £7k. I asked if under warranty . They then passed up to warranty dept. Who arranged engineer inspection. They advised that they did not think that the pre inspectins had been carried oy by Lookers Colchester. They requested more info from Lookers. According to The engineers they advised that Lookers could not provide codes as evidence that the work was undertaken. Volvo waranty advised it was down to Lookers to sort.we had not received any feedback from Lookers we had to do all the chasing. We requested refund on 30.9.26. It was agreed on 6.10.26. However the car was in Exeter Volvo and not driveable according to them. Volvo Exeter wanted payment for diagnostics before they would release the vehicle to Lookers. This took too long in my opinion znd the vehicle was not collected until 17th October and the refund was not received until Wed 21st October. I am out of pocket a full tank of Diesel and a dog guard which I purchased after the purchase. I was left without a car for a considerable amount of time through no fault of my own. I understand things go wrong but the worst part for me is that Lookes failed to let us know what was happening at every stage. There were unreturned phone calls and ignored emails.One Star is too high in my opinion but I have had to put on lne star to add this review

Have been a loyal mercedes customer since 2012 but not used to the poor service received from this dealer, maybe just unlucky as other reviews seem positive, had a question about a vehicle they had for sale which i sent through Autotrader, then had a barrage of phonecalls with no voicemails left from a number i didn’t recognise and then realised it was this dealer from reluctantly ringing it back, then had a conversation with a very aggressive salesperson who gave me a price indication which was a little less than I was hoping, he went away to discuss with his manager to improve and committed to a telephone call to discuss with me the following day at an agreed time. No phone call for five days, then a call from another sales person at this branch who had no idea we had already connected and had to start the conversation all over again. Then the offer I had previously had was reduced by £3000. Just not like any service I have received from the four mercedes dealers i have had previous contact with who have all been very professional! (Carlisle, Salisbury, Southampton & Poole). So maybe Lookers Mercedes are the ones to avoid?

Appalling harassment after window shopping. Lookers ignored my opt-out.
I looked at a vehicle on Auto Trader from Lookers in Sheffield. It was purely window shopping, but I have since been hounded by their sales team via endless emails and phone calls.
I replied to their very first email stating clearly that I was not interested. Instead of respecting my choice and removing my details, they ignored my request and sent multiple follow-up emails. Infuriatingly, their latest email had the absolute audacity to state they "would appreciate a response," attempting to lecture me on politeness.
It is incredibly rude and manipulative to try and guilt a customer into replying after they have already said no. It is completely unacceptable to chase down window shoppers, and even worse to ignore a direct instruction to stop contact. If you browse with Lookers, prepare to be hounded and gaslit by their sales team.

The technician who repaired my car was excellent Vauxhall mokka
Thanks

The way I have been treated is disgusting been here 5 hours to get a part fitted
To be a good garage you got to have good customer service and after sales lookers haven't

Brought a Mini Cooper s convertible in August, sent me away with no brake lights , 20 mile drive home! Brake fluid service was due may, wasn’t done, from leaving a deposit on the car, took 2 weeks to get it, and those jobs weren’t done! I have brought a number of cars from there and won’t be going back!
When you call them, always away from there desk and never call back, and now ignoring my emails , the after care is shocking, not interested now they have sold it! Only person who tried to help was salesman Phil, management couldn’t care less, no wonder Jamie left!!!!!

This is the second occasion I’ve taken my VW to this dealership and it will certainly be the last.

If you value good customer service then you won’t find it here.

The “Senior Service Advisor” that I dealt with, was short and dismissive of my queries, and
a “not our problem/not something we deal with” attitude is clearly prevalent here.

Reading the reviews across various platforms, I’m clearly not alone.

Even my request for a phone number to for me to arrange a replacement tyre has been completed ignored. - They’re that bad.

It was a very smooth experience and we felt in such great hands with the whole team. No faults!

We bought a Vauxhall Grandland with 32000 miles on the clock from Lookers Star city, Birmingham. Next day it went into limp mode and had to be taken back to the dealer by RAC who said it smelt oily.Lookers reset eml light and test drove 30 miles and did nothing else apparently. Car kept going into limp mode and broke down near Ellesmere Port. To summarize:they put a new vapouriser ( later found out it was the third ) and wet belt in. When we drove it away it ran out of oil on average every 230 miles. Twice for every filling of petrol and over 40 times from max to minimum between services!!!!! I photographed the mileages and dipstick !! They say the RAC 2 year warranty does not cover it and Star City and Ellesmere Port are refusinng to take any responsibility. I wonder how many other 79 year olds they have fiddled?? Dreadfrul lack of integrity.

My Land Rover Discovery Sport (ingenium engine) had a new Diesel Particulate Filter (DPF) fitted about two and a half years ago free of charge (it's a well known problem due to poor design). After 20,000 a DPF related fault appeared which was found to be the mass flow sensor which they replaced (£400). About 2 months later the DPF failed again saying recharge had failed and the filter was blocked. Phoned Lookers to get it booked in. They said the soonest they could see the car was in a month's time. Thanks for that. I ended up contacting dpfspecialist.co.uk (very good) who came the next day to my house and cleaned the PDF (£300) which fixed the problem - for now. With this sort of very well known problem and given the history I would have expected a better service from Lookers. Having to wait over a month is totally unacceptable. They clearly didn't want to know or help me.

I took my Tiguan Allspace into Lookers Volkswagen Battersea for a service this morning and was impressed with the whole experience. Everything was handled quickly and efficiently, and the service from Adam in particular was excellent.

He was clear, helpful and pragmatic in talking me through the work required and the options available, including some sensible recommendations on items outside the service plan. I particularly appreciated the fact that his advice was focused on what was appropriate for the car and represented good value.

Adam’s advice and the service I received have given me comfort to book the car in here again in future.

Excellent service all round, and particular thanks to Adam - very highly recommended.

Booked my annual service in with Audi as I have for the last 5 years. Confirmed price on website which is expensive already but was willing to pay as I have had good experiences previously. Received an email from Lookers confirming my booking at double the price I booked for online. They have offered no explanation of why the price is now double what it was booked for despite the service being identical and advertised online as an ‘all inclusive quote’. Customer service advisor gave no information. Will be taking my business elsewhere.

UPDATE 19/10/26
Received courtesy car on 16/10/26, really appreciate this.

UPDATE 15/10/26

Vauxhall have replied saying they were sorry to hear this and the manager would like to speak to me.
I rang the number provided expecting to speak to a manager to receive an update on my car and discuss support such as a courtesy car. Instead I spoke to Ann who was unable to tell me what manager I should talk to and advised I log a complaint which can take 14 days for a response.
So 3 days on, my car is still off the road, I have not been offered a courtesy car and I have had no meaningful update from anyone.
Could the manager who responded to my review please reach out to me as I have tried to reach out you requested

Title: Engine destroyed after Lookers failed a critical recall. Appalling customer service.
I am absolutely appalled by the negligence and horrific customer service at Lookers Vauxhall St Helens. I bought a 21-plate Corsa in January and brought it to this branch in July following an official manufacturer safety recall regarding the camshaft chain issues. I was explicitly told by the service team that the car was "sorted" and everything was fine.
Yesterday, my car failed to start. The RAC had to tow me to a local garage in Burtonwood, where the mechanic immediately diagnosed a broken camshaft chain—meaning I now need an entirely new engine. He was shocked this happened given the July recall. When he called Lookers on my behalf, they promised a callback that never happened. I then called Vauxhall Customer Care and Lookers myself; both were unhelpful, and Lookers' only advice was that I must arrange and pay to tow the vehicle from Burtonwood back to St Helens myself.
I called back and spoke to Meghan, who shockingly confirmed that despite bringing the car in for the recall, the camshaft chain was NOT actually repaired or replaced in July. Under the official 10-year / 150,000-mile Stellantis extended warranty for this exact issue, Lookers should have performed rigorous diagnostic testing if they chose not to replace it. None of this is my fault, yet Lookers expects me to handle the logistical costs.
To make matters worse, I left work early today to get my job sheets. An agent named Layla told me no one was available to speak to me (the second time today). While waiting, I watched three other furious customers try to complain while Layla claimed she was "too new to help," another agent told an unhappy customer he needed a "breather," and adult sales executives stood by completely ignoring the chaos.
I have now been left without a car to get to work for two days. I am taking this complaint to the highest level possible. Lookers St Helens must immediately arrange to recovery my vehicle, provide a courtesy car, and fully replace my engine under the Stellantis warranty framework. Avoid this dealership at all costs.

Been a Mercedes customer for nearly 8 years and as per my previous review, would never have ever moved from Merc, but this place has gone right down the pan.
Always used Joel and never had any issues, great service and help for the last 7 years. Since he has left, i handed my car back early and the place was a shambles. Sat there for half an hour whilst staff were 'in a meeting' yet i could see them messing around in the office, funnily enough it was a friday. Was then greeted by someone to help and advised i was handing my car back early and finance had told me i can drop it to branch, to which he asked me ' so what do we do with it?' - Name was Jas if i remember right. Anyway, he had no idea so passed me to someone else who eventually helped, but the service was far from friendly and prestigious, is what i have always associated with Merc.
Since then, called multiple times as had no advice on cancelling tax, V5 etc.

It's not even close to what they used to be since a large turnover in staff and i'm not surprised if they have lost customers due to this.

I bought a 2021 MINI Countryman from Lookers MINI Crewe as an Approved Used vehicle because I specifically wanted the reassurance that came with buying through the MINI network and paid more to do so.

Within days of collecting the car I reported a noticeable motorway-speed humming/whining noise to Lookers. I was advised by the dealership to have the car inspected by my local MINI retailer under the Approved Used warranty.

Williams MINI Liverpool subsequently diagnosed a faulty front wheel bearing and replaced it under warranty. Unfortunately, after the repair the original motorway noise remains, albeit quieter, and the car is also now pulling/wandering on a straight road.

I have therefore asked Lookers to accept rejection of the vehicle under my Consumer Rights Act rights following the attempted repair. Lookers MINI Crewe has refused at dealership level and proposed another warranty repair, so I have now had to raise a formal complaint with Lookers.

What has disappointed me most is that I deliberately chose an Approved Used MINI for the additional reassurance around inspection and preparation. Lookers themselves previously acknowledged to me that this was “not what is expected of a MINI Approved vehicle.”

To be fair, Alex in Sales was responsive and helpful throughout the earlier issues, so my frustration is not with him personally. It is with the quality of the vehicle supplied and the position I have now found myself in after such a short period of ownership.

The complaint remains ongoing, and I will update this review once Lookers has provided its formal response.

Update – 16 October 2026:
I formally escalated this complaint to Lookers on 7 October under reference 91406238. Despite receiving an acknowledgement and subsequently chasing the Customer Service & Complaint Resolution Team directly, I have still not received any substantive response or been contacted by a complaint handler.

This is particularly disappointing given that I have made clear I do not feel comfortable driving the vehicle normally in its current condition. I will update this review again once Lookers provides a formal response.

Profiled before I’d seen the car.

Booked a Formentor test drive by phone, details taken, confirmed. Arrived on time, waited 25 minutes, then told I “wasn’t in the system.” No apology.

What followed wasn’t a sales conversation. Before I’d seen the car, the salesperson asked if I was “a director,” told me the Formentor attracts luxury car tax and asked if I knew that, asked what I did for work, and asked cash or finance. I said cash. He then asked how much I was willing to pay.

I’d told him I was a cash buyer and he kept auditing. That’s not budget qualification but deciding whether I looked like I belonged there.

I left without driving the car. Buying elsewhere.

Avoid Lookers Nissan Newcastle, Shieldfield. They sold a reserved car and withheld the deposit. My 22-year-old daughter paid a £250 holding deposit to reserve a CCitroënC1. Two days later, a sales executive emailed to casually inform her that another branch had sold the car the same day she paid the deposit.
​Selling a vehicle out from under a customer who paid in good faith to secure it is bad enough, but getting her deposit back has been an utter shambles. Despite immediate requests and subsequent follow-ups, Lookers failed to return her funds. ​When we escalated this to the Dealer Principal, we were met with a string of administrative excuses about "missing third signatories" and bottlenecks in central accounts. Lookers expects immediate, cleared funds when selling a vehicle, yet two weeks later, and past an agreed final deadline, they are still withholding £250 belonging to a young customer. ​We have now initiated formal proceedings via the Small Claims Court (Money Claim Online), lodged complaints with the Motor Ombudsman and Trading Standards, and escalated the matter directly to executive management: shocking incompetence, zero accountability, and completely unacceptable business ethics. Look elsewhere if you expect a dealership to honour basic agreements.

Friday 09 October 2026, seemed to be longest day of my life, car booked in for diagnosis and repair at 10.15 under warranty. At 15.45 was informed due to extremely busy workshop vehicle will not be repaired today. 16.25 finally saw technician who identified the fault. Had to rebook the car in for repair another day. Very frustrating Mercedes Benz Lookers after having day off work to get vehicle.

Disgusting customer service and terrible treatment from multiple members of the team, including management, on 2 separate occasions. Constant delays vs. initial timelines communicated, misinformation, actions not taken or followed through on, additional costs incurred to the customer multiple times, poor or non-existent communication. When trying to raise a complaint it’s not taken seriously at the local or corporate level. Avoid & take your vehicle to an independent specialist who can ensure the quality of work, basic customer service and your manufacturer’s warranty still stays valid (and most probably cheaper as well).