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Very poor experience – misleading practices and unresolved issues I purchased a car from Henley Niss

Very poor experience – misleading practices and unresolved issues
I purchased a car from Henley Nissan in July last year for just under £22,000. At the time of purchase, nothing was explained to me regarding warranties or guarantees. I was also sold additional GAP insurance, tyre cover and paintwork cover at a cost of £1,500, including £500 specifically for a paintwork polish.
When I first viewed the car, it was not clean. I was assured this would be fully valeted before collection. I also pointed out a tear in the passenger seat and a small dent on the exterior, both of which I was told would be repaired and that the car would look “like new” when collected.
A week later, I collected the car and it was still filthy. When I mentioned this, I was brushed off with a comment along the lines of “our guys aren’t very good.” As I drove away, it became clear just how bad the condition was — pastry crumbs throughout the interior, makeup on the door handles, and extremely poor repair work. The so-called leather repair was horrendous, and despite paying £500 for a polish, the paintwork clearly had not been treated at all.
I contacted Henley Nissan immediately and returned the car. They kept it for the day, but even after this, the repairs were still substandard. The seat repair remained poor, the buffing was minimal, and I felt it was completely unacceptable to be charged for work that clearly had not been done. To make matters worse, I later discovered I had been driving with an axle blade left on the roof of the car — a serious safety issue.
After four months of ownership, more problems appeared. The passenger wing mirror no longer folds in when the car is locked, the centre console slams shut, and the already-poor seat repair has completely worn away, leaving it threadbare.
I contacted Henley Nissan again and, after a delay due to Christmas, took the car in. I was told the issues were covered under warranty, parts would be ordered, and I was booked in for repairs with a courtesy car provided. However, midway through the wait, I was contacted and told that one item was suddenly no longer covered and I would need to pay — despite the repair already being authorised. I refused, as this is completely unacceptable.
I was told the matter would be escalated and I would be contacted. Two weeks later, I have heard nothing.
Overall, this has been a very disappointing and stressful experience. Poor vehicle preparation, misleading charges, substandard repairs, safety oversights, and a complete lack of communication. I would not recommend Henley Nissan based on my experience.

Date of experience: Feb 06, 2026