Lookers Reviews 

Reception team really helpful. Service efficient

Everything from first contact to completion was smooth and faultless. Communication was excellent.

Efficient and friendly, Rupert from Tyneside Audi was proactive and helpful in his engagement from the start, especially in the part ex process. Even when the valeting service let them down, he was ready with a very pragmatic solution. Great service to date.

Simon is brilliant.. no bull just facts and he knows VW's inside out. Friendly greeting, not overpowering.. listened to what we wanted and although it wasn't available in store he searched and found a car in London. It was transported, cleaned and ready to pick up in 6 days. I would definitely recommend.

The handover completed in car was very thorough. Staff member was very familiar with the car and technology within.

Car was also ready within the predicted timeframe.

Really pleased with my recent visit and repair. Dealt with by Damien, After Sales Manger. Couldn’t have been more pleasant and went out of his way to fit my repair in. Kept us well informed and gave us a good price.

Amazing quick turnaround for a minor fault which should have been an hour wait was 10 minutes as the Lady knew I had an urgent appointment elsewhere .
So helpful and amazing service
Thank you

I recently ordered my lovely new Peugeot 2008 via the Belfast Charles Hurst Store with a lady called Jennifer. It was a quick, seamless process and I received my car in less than a month! I cannot speak highly enough of the lady Jennifer who served me. She was truly wonderful: kind , empathic, funny and genuinely seemed interested in me as a customer. She really made the whole process enjoyable. Please let her know how wonderful she is!

Always a pleasure purchasing a new car from Charles Hurst Nissan. All staff professional, friendly and extremely helpful
Delighted with my new Juke, sales executive Corman Curley is an asset to Charles Hurst Nissan, went through every detail with me, even paired up my phone. Very friendly and approachable.
Would highly recommend the entire team however an extra star for Cormac, customer service at its finest.

James made the process very easy and explained the details of the vehicle in simple terms.

Very helpful ...knowledgeable about the car specs....great service

The experience right from ordering to picking up the card was perfect. I want to shout out Philip Earl who was our contact who we dealt with. He was great and went above and beyond to make sure we were completely happy with our new car.

Hannah was very helpful, knowledgeable friendly and professional. She made the whole process of selecting the right car and purchasing it really easy and stress-free.

The work was completed on time and Chris kept in touch.

I raised a formal complaint with Lookers Audi following a dispute relating to a warranty claim on my Audi Q7 and, unfortunately, the experience only reinforced my concerns.

Lookers' complaints process stated that I should expect a response within 14 days. In reality, it took almost a month before I received any meaningful contact. During that period, I had to make multiple follow-up calls simply to obtain an update on the status of my complaint rather than being proactively kept informed. That is not the level of customer service I would expect from a premium retailer representing a premium brand.

When I was eventually contacted, I did not feel that my concerns had been properly reviewed. Instead, I was presented with the same position that had already been communicated previously, with no meaningful explanation as to why the complaint had taken so long to investigate or what additional review had actually been undertaken.

Throughout the process, I repeatedly asked what evidence supported the conclusion that I was responsible for the damage in question. Rather than addressing that concern directly, I was repeatedly referred back to Audi UK's position.

Whilst Lookers were quick to explain that Audi UK had made the warranty decision, as a customer I do not distinguish between the manufacturer and the retailer network that represents it. My experience has been shaped by both.

Most disappointing was the lack of ownership. The complaints process felt more like a formality than a genuine attempt to understand and resolve a customer's concerns.

As a result of this experience, I have decided that I will not be purchasing another Audi vehicle, renewing an Audi warranty, or using Lookers for future servicing or vehicle purchases.

A very disappointing experience and certainly not the premium customer service that Audi and Lookers promote.

The customer service was first rate. Any questions I asked were answered quickly. All staff were friendly , knowledgeable, and respectful.

Kevin was fantastic, from start to finish a seamless, professional, honest experience.

Lady on phone made booking easy for my service, at the branch was a quick and simple exchange and a call and heakth check video later in the day to say my vehicle was done and ready for collection.

Excellent service for my MOT and repairs. Friendly, professional staff and clear communication throughout. Really pleased with the service and would happily recommend this dealership.

I bought a new car and to say the some of the customer service was pathetic. When the salesman was handing over the car, he came across as totally uninterested. As my car was delayed, I had to MOT my car. The salesman offered me a Mercedes unbrella as a gesture. When I picked up my car, no umbrella. He spent the next two weeks making excuses. Even his boss ducked the issue. Eventually, a lovely lady from service sorted the issue. Now my car is 18mts old, I'm contacted to change my car. After the treatment I received from the salesman & manager, I would go elsewhere if I wanted a new car. Whist I was buying my car, the salesman was asked to source a car for my wife. He couldn't be bothered.