Lookers Land Rover West London
Car dealer Lookers Land Rover West London, Concord Rd, London W3 0BF, United Kingdom:
220 reviews
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Address: Concord Rd, London W3 0BF, United Kingdom
Website: lookers.co.uk
Phone number: +44 20 8938 1300
GPS coordinates
Latitude: 51.5263698Longitude: -0.2788256
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reviews
Ayesha Chowdhury
I went to the show room twice last year. It was quite strange to me that no one would bother to approach to find out what I was looking for. Finally I asked the receptionist a couple questions, then I was told to look at the displays in the show room or website. A month ago I thought I should request a test drive as the lockdown was lifted soon. I booked online and someone called me. We arranged an appointment but he said he wouldn’t be there (apparently he left) so he would ask his colleague to contact me for confirmation. I waited for a week but received nothing. I emailed the sales manager but no reply. I rang the dealer but the receptionist said she couldn’t see the sales’ diary. I left a message for the sales manager to call me back, but nothing happened. On the day of my test drive, I finally talked to someone that confirmed my booking existed. I went to take my test drive but no one knew I was going. The sales executive who dealt with my case let me feel that he talked to me like reading scripts. He didn’t care what I needed and didn’t even wanted me to be there. I wanted to get a new car because I am not happy with the services of my current car company. I thought Land Rover has a very high reputation. However, I was rather disappointed by the pre-sale service I witnessed. If the service before sale is bad, I can’t imagine the service after sale. I decided to take my money somewhere else.
1 month ago
Sunil Padinjareppattu
An absolutely amazing experience with Lookers, all thanks to Livia. My agreement was coming to an end and I needed a new car, but I was looking for best value for money and I did shop around. Livia made it clear that she refuses to lose me as a client, and she didn't. She listened, understood, and found solutions - the caliber of a truly great sales person.
2 months ago
Alessandro Garinois
Absolutely fantastic service from Livia at Lookers Land Rover. From the initial conversation Livia came across friendly, professional, informative and generally a pleasure to deal with. No pushy sales just helpful advice and could not do enough to ensure all my questions were answered. I was keen to complete the deal in 48 hours so I could have the car for my birthday and Livia did everything to ensure that. Very highly recommend and when I look to change my car she will be the first person I contact! An absolute credit to both the Land Rover brand and Lookers
3 months ago
Ryan Shirlee
Good JLR dealership - much more responsive and welcoming than local competitors. Ed Sykes especially went out of his way to help and get me the car I wanted.
1 month ago
devin wolfe
Livia Donici has been an absolute pleasure to work with on this transaction. She maintained a high level of professionalism and professional courtesy all through. She communicates clearly, constantly and always available to provide support or answers to any questions. Without a doubt, she has made the entire process seamless. Thanks Livia, her Manager and the Lookers Park Royal Team.
2 months ago
Jack Eccles
I bought a jaguar f pace r sport 300t in Febuary 2020, as a company car, I was spending time in the the countryside due to work. I recently discovered that the parking sensors for the front and rear do not work, now it's lockdown I'm told they can only fix when the lockdown is lifted. Now the sensors have not worked since purchase why wasn't this picked up on quality control, I have been charged for a parking aid that does not even work. And I'm a heating engineer, the government had stated we can receive testing as we are essential workers, responsible for keeping, heating and water running in homes schools and hospitals. So I should be able to have this repaired.
TO DATE NO RESPONSE FROM LOOKERS JAGUAR WEST LONDON, CONCORDE ROAD.
1 month ago
David Rider
Amazing service by Keith Homer. He understands customer needs and treats people with respect. Kept me informed with all the relevant information on my car.
2 months ago
Steve Bowden
If you buying a car just ask to see Safwan! I was very impressed with his professionalism, truthful, and very customer focus and amazing in communication via phone and email. I have been lucky enough to meet him and purchased a Range Rover Velar R Dynamic HSE, he kept me in loop and update through the purchase process and also he explained me everything in very details, and ensured I understood everything, most importantly he absolutely did not mind as customer I have asked him manager questions and didn’t mind at all to explain everything again. I must also say I didn’t feel like his selling me the car as he was throughout the process informed me you can take your time and go think about it and come back tomorrow etc —— other car dealer wouldn’t of done that and instead would say: if you leave the car it would be gone etc... Safwan was very patient and extremely professional. 100% recommend him.
2 months ago
Ashley Cannon
I would like to know why you stopped offering service plans. This is the third vehicle I have bought from you and the only one where a service plan was not offered?
4 months ago
Dominique Norton
I have dealt with Livia twice now over the last few years and I have to say she is exceptional. Livias responsiveness and patience is second to none and I would not even consider dealing with anyone else in pursuit of a land rover or Jaguar.
3 months ago
Air Sensi
Very poor customer service, I enquired regarding a change of tyres and a new battery, the worst call to a dealership ever, I ve been transferred from one department to the other without even telling me what’s happening, they weren’t helpful at all
1 month ago
Khanh Mai
Just called in for the first time. My Range Rover key needed a new battery-the receptionist/ service manager took both keys away and a couple of minutes later came back have fitted batteries to both keys. I asked how much-she told me it was on the house.Great service and unexpected-thank you. While there I had a look at the new Defender-looks fantastic- a real winner. Not ready to spend £60k today however....!
3 months ago
Cindy Cobb
Bought my first land rover from lookers west London, I must say had a little hiccup, but once passed initial stage it was pretty smooth. Special mention for Livia D for giving the customer is special treatment and Tony for very smooth handover.
Hope their aftersale service will be 5 star as well.
P.s they are very very quick in coming back to you with emails.
9 months ago
Sam Dish
Used this branch on 2/2/2021. Great service, very polite, courteous and efficient. Would certainly use again, well done in these difficult times.
4 months ago
craig mclaughlin
I have been buying from this branch for the past 4 years and I am very delighted to say it has continued to be great all through. My first car I bought from Tony and now I have just swapped for another new one with him has been a delightful experience. The management and staff are really helpful if you ever need anything and they have been great in service.
3 months ago
Sergiyny
had to call Land Rover to get spec of my new car bought privately
Gemma Gilles was amazing and represented the Brand in the way that went above my expectations, a real credit to the branch and brand.
Many thanks
6 months ago
David Kelley
I've been using this dealer for over twenty years and Wayne in Service with the rest of the service team are mostly great. Only once in those years have I had a really bad experience that I still remember it now, four years later. Parts dept are also really good and helpful, Keary is particularly good. Usually the receptionists think they are working for a secret Director and make it very hard for you to speak to the person you need to. I spoke to a sales rep on the phone yesterday who was so confused and kept telling me the sales dept was closed during the tier 4 lockdown, even though I was on the phone and only looking to make an enquiry over the phone, that it was easier to put the phone down and look for a new Range Rover somewhere else. Shame as they have a nice showroom, when it is open.
5 months ago
Rachael Larrabee
very poor service, technicians do not have a clue on what there doing, keeping my car for nearly 3 weeks on every booking yet to find out the issue still remains. i would not recommend
3 months ago
CLAUDE ALLARD
very poor service, technicians do not have a clue on what there doing, i have a rattle/vibration sound from the front passenger door card which they could not solve on multiple occasions. keeping my car for nearly 2 weeks on every booking yet to find out the issue still remains. i would not recommend.
6 months ago
e hale
I have already replied to your survey - I needed a new key fob - my email and reminder were ignored so `i went to the showroom - I was told a fob could be delivered in 4 days (correct) the price was quoted - I asked if this was all - I was told yes. I got a text to say come to collect your new spare part - I should have been asked to make a n appointment because the fob needed programming so I had a very long wait - I was then told I had to pay extra for the programming - around £80 simply to plug the device into a computer to match it to my vehicle which was unexpected and an excessive cost. - very unsatisfactory plus unnecessary trip to the showroom at a rime when I am trying to avoid visiting commercial premises
8 months ago
Michael Cushman
Started going to a different dealer due to the poor service here. Came back and, sad to see, not much has changed. If anything, it's worse. Really badly run place. Senior management seriously need to sort this out. You pay a fortune for their cars and therefore would expect excellent customer service. Not the case I'm afraid. Will really put me off EVER owning a JLR product again. No one seems to care, you have to beg someone to help you and then there is no sense of urgency to do anything. Almost as if it's a chore. Had to wait over 30mins just to see someone in parts. Really don't even deserve 1 star.
11 months ago
Karen Johnson
Livia was Amazing through these very difficult times, she is very knowledgeable helpful and always answered all our questions promptly, she also put our minds at ease to all the aspects involving the purchase of our Range Rover Evoque without coming to see it in the current Covid lockdown.
We travelled from Dorset and Livia was there on the Morning to meet us and explained all about our Evoque and emailed later that afternoon to ensure we arrived home safely, excellent customer service.
We will highly recommend Land Rover West London to all our family and friends and will not hesitate to purchase our next car from you.
A Big Thank You.
4 months ago
Diedra Barrion
Crooks. I wish I had checked the reviews before I took out my hire purchase. They’re very quick to sell you a car but all of the add ons and any sort of aftercare are an absolute con. The service plan is non existent and so are the others. Avoid this garage at all costs.
7 months ago
Jake Flowers
When I booked the car in I explained exactly what the problem was. When I arrived I explained the same thing again but was then told a whole different thing and was not sure what was happening to my car. I once again explained the issue and after 35 minutes of waiting and explaining I think the technician finally Got the right information. To which they promptly returned the car to me with no conclusive resolution to the problem saying that they need further investigation at £195 per hour and not knowing how long they would need. I have now taken the car to a Range Rover specialist who fixed the problem within one hour. I must say I have never had a good experience with lookers and find there service very very poor standards with the most high prices Always passing the buck rather than being responsible service providers.
9 months ago
Mr B
Hello, a few days ago I had my Jaguar's services done. I am very pleased with the nice service in the office and the job done very well and quickly. I recommend this services to everyone. Thank you
10 months ago
Gary Chen
You get a good impression of them when you buy the car but don't be fooled. Awful customer service from the servicing + parts department. Hours on hold, phone calls never returned, etc etc.
9 months ago
Ashley Klos
I have been waiting for almost a year since the car was delivered to me brand new, for the door panel to be replaced to always be told it’s not been ordered. Can’t get a decent service from this branch that’s honest and does what they say.
Update:
Since this was posted many months ago, I have contacted all involved parties including the post below that they told me it will be sorted if I contacted them. nothing. No one replies and all false promises. Over 14 months waiting for a door panel, over 14 months waiting for 1 decent customer representative. Who does lie on the phone or to your face telling you they trying when in truth the company doesn’t invest in after sale and the poor experience by many on this review is more than valid and a 5 star is more than likely by the few who where fortunate to have a car with little to no issues otherwise they would be sharing my experience.
11 months ago
goffmedia
One of the worst service , i think they need to look at their customer service , Range rover with this service Shame ☹️☹️☹️☹️
1 month ago
Florida Man
Mike is awesome. Very honest and not a pushy sales person. He gave us space for us to make our decision
8 months ago
Lyne Shearer
Very good service. And very helpful staff thank you everyone
11 months ago
Sobin Benny
For the brand you promote and service levels your state you offer, you fell way short of what we expected.
A poor experience and one that puts us off purchasing another vehicle from Land Rover
9 months ago
Jennifer Beckford
Really enjoyed purchasing my new Evoque from Tony in sales. Highly recommend
11 months ago
Tommie Geddes
No thank you everything was very good
1 month ago
Roy Kimchi
I have previously commented on this service centre under the Jaguar banner. I have a bonnet that will not open and that could not be fixed when I visited as a drop in. The appointment offered to me was nearly 4 weeks later, which is ludicrous. There was a reply to my post that a service manager would call me, but no one ever did, which just shows that any reply is just lip service and the actual service is poor, which is disappointing for what is a premium brand - or supposed to be.
9 months ago
Andres Valencia
I have bought over 3 vehicles with Paul Fraser for the past 10 years and every time it has been an amazing experience. From this outstanding customer service he is now a manager and I continue to receive great care from Tony in sales. I must say that Nicky in service is also very helpful
2 months ago
Tanner Key
Thank you for my lovely new car!! I visited the showroom last week and I was met by a Sales consultant Tony who was extremely helpful and very polite, he helped me and my girlfriend with our new Range Rover and got us a very good deal. Also thank you to Damon the manager who got us a teddy bear for my boy. Thank you and see you again for my next car!
1 month ago
Gloria Santiago
I was shocked by the lack of COVID protection around the place. Sure there are nice reassuring emails, BUT nobody, and I mean nobody, was wearing a mask. Neither staff (to set an example), no other customers were reminded to wear a mask. Nobody seemed to keep a distance from other people. I raised the mask and distancing issue and was told "oh, we need to put a few signs up" Doh! If this is the level of responsibility taken by JLR I think this is probably the last car I buy from you.
Oh, and there is still one software problem with my car that's been going on since the last software upgrade a year ago.
Not happy, John
8 months ago
Brian Mccarty
Excellent service, 5* all round. Special shout out to the Sales rep Mo Rajab for the pleasant and smooth transaction :-)
11 months ago
Mike Ratliff
Our overall experience was good. However we are still waiting for an appointment to sort out the problem of the loose roof lining in our vehicle.
5 months ago
Samiullah Qalandari
I bought an approved used discovery sport for our new family car. The service was outstanding, the showroom was finished to the highest standards and the selection of cars was really extensive. We were assisted by Tony, who was fun and easy going but also professional and incredibly knowledgeable.
2 months ago
Kristen Tracey
Do you want to wait and wait for no one to ever approach you?
And even after asking at reception to send someone over, do you still want to waste time waiting and waiting?
Well you’ve come to the right place, the staff will ignore you, the vehicles are over priced but the showroom is beautiful.
3 months ago
Ron Halbach
Good Service. Efficient Unit
9 months ago
John Groff
this is the worst experience i have ever had from land rover west London, the service i have received from them was really bad, i was without a car for 2 weeks and they did not give me a curtsey car and i had to use the taxi every day for school droop and pick up.
the service manager did not reply to my repeated called for 4 days despite i left him several messages, i received no update what so ever about my car, all what i receive is the reply from the operator that the services manager he is with a customer at the moment and he will return your call and he never did. what kind of service is this, i did not expect this bad service from land rover,
honestly i did not expect that and i am in real chock of bad service i receive.
2 months ago
Edgar R
Staff were very friendly and helpful.
You do need to book an appointment if you want to test drive a car.
10 months ago
Ishmail
Worst customer service experience of my life, both in sales and service. Extremely incompetent team who waste time and rack up fees, they view the customer as nothing more than a cash dispenser.
1 week ago
Josh Zeigler
I do not recommend!! not nice place. I waited over 20 minutes for help no one even came over
1 month ago
Charles Skinner
Very happy with the service and assistance that I received from the staff here. Very helpful with awnsering my questions, will be returning.
10 months ago
Narcedalia Mendoza
Very polite and lovely staff at lookers
6 months ago
Eric Stacy
Attended an event here and the place was filled!
Cars was nice and staff were really friendly!
Mo Rajab and Tony answered all my questions and were very welcoming
2 months ago
Brenda Lundquist
Awful customer service book a car in for service given 3 months date. Sold my Land Rover as they always so slow with everything. Effecting brand
6 months ago
