Review Time
Lexus Croydon CR04RF
After making an online enquiry on 4th February regarding the Lexus CT 200, I was contacted the following day by phone to confirm an appointment for Saturday at 2:30 pm.
On Friday 6th February, I received another email from Selina reconfirming my appointment with Fahim for Saturday 7th February at 2:30 pm. The email stated:
“Dear Mr Beldjoudi,
Many thanks for your time earlier. I am pleased to confirm your appointment with Fahim at 2:30 pm on Saturday 7th February 2026.
As we would like to offer you a test drive of the vehicle of interest, please remember to bring your full driving licence. Drivers must be over 21 and have held a full licence for at least one year.”
After this, Fahim also called to reconfirm the Saturday appointment. Up to that point, everything seemed perfectly organised.
In order to attend the appointment, I had to make several arrangements:
I cancelled my daughter’s swimming lesson at Tooting Leisure Centre at 2:00 pm (the lesson was already paid for and non-refundable).
I arranged a shift change with a colleague, who kindly travelled from Fulham to Tooting Broadway at 12:00 pm to cover my shift until 5:00 pm. I will return the five hours to him on another day.
I borrowed a car to drive to Lexus Croydon.
On Saturday 7th February, I left work, went home, picked up my wife and daughter, and drove towards Croydon. At approximately 2:10 pm, while we were on Purley Way and only a few minutes away, I received a call from Fahim.
I answered and said, “Hello Fahim, I’m almost there, arriving in a couple of minutes.”
He replied, “Sorry, I’m calling to let you know the car has been sold and is no longer available.”
I was extremely shocked and disappointed. I completely understand that cars can be sold — that is absolutely fine. However, I find it very difficult to believe that I could not have been informed earlier, at least at the beginning of the day, instead of being notified when I was practically outside the dealership.
It is hard to accept that someone supposedly arrived at 2:00 pm and immediately purchased the car without any prior notice given to me.
Does a customer’s time have no value? There was no consideration or appreciation shown for the significant effort I made to attend this appointment.
Overall, this was a very disappointing and extremely poor experience.
Had a replacement battery from Lexus lasted just under 8 months, the replacement battery was 45ah 325 28800 azc35 yet original battery lasted 9 years 20hr 49ah ccs 325a. They want to replace the replacement battery but I want the original battery which can be bought elsewhere, also the post size is larger on original battery than the one they use as a replacement!! Not happy with the service so I’ll be avoiding them and get original battery!! Lexus are useless and unhelpful
Absolutely awful experience considering I've been a customer for around 20 years. I am having more than one problem with my local service centre so decided to contact head office to resolve it. Their recorded message informs me they are only open Monday to Friday 09:00-17:30 - but I'm writing this at 11:07 on a Thursday. I have tried other numbers but nobody wants to know. By the way - one of the problems is my local service centre is unable to source tyres for my vehicle. Kwik Fit can get them within a day. How does anyone explain that?
Lexus Croydon CR04RFAfter making an online enquiry on 4th February regarding the Lexus CT 200, I was contacted the following day by phone to confirm an appointment for Saturday at 2:30 pm.On Friday 6th February, I received another email from Selina reconfirming my appointment with Fahim for Saturday 7th February at 2:30 pm. The email stated:“Dear Mr Beldjoudi,Many thanks for your time earlier. I am pleased to confirm your appointment with Fahim at 2:30 pm on Saturday 7th February 2026.As we would like to offer you a test drive of the vehicle of interest, please remember to bring your full driving licence. Drivers must be over 21 and have held a full licence for at least one year.”After this, Fahim also called to reconfirm the Saturday appointment. Up to that point, everything seemed perfectly organised.In order to attend the appointment, I had to make several arrangements:I cancelled my daughter’s swimming lesson at Tooting Leisure Centre at 2:00 pm (the lesson was already paid for and non-refundable).I arranged a shift change with a colleague, who kindly travelled from Fulham to Tooting Broadway at 12:00 pm to cover my shift until 5:00 pm. I will return the five hours to him on another day.I borrowed a car to drive to Lexus Croydon.On Saturday 7th February, I left work, went home, picked up my wife and daughter, and drove towards Croydon. At approximately 2:10 pm, while we were on Purley Way and only a few minutes away, I received a call from Fahim.I answered and said, “Hello Fahim, I’m almost there, arriving in a couple of minutes.”He replied, “Sorry, I’m calling to let you know the car has been sold and is no longer available.”I was extremely shocked and disappointed. I completely understand that cars can be sold — that is absolutely fine. However, I find it very difficult to believe that I could not have been informed earlier, at least at the beginning of the day, instead of being notified when I was practically outside the dealership.It is hard to accept that someone supposedly arrived at 2:00 pm and immediately purchased the car without any prior notice given to me.Does a customer’s time have no value? There was no consideration or appreciation shown for the significant effort I made to attend this appointment.Overall, this was a very disappointing and extremely poor experience.
The service from Lexus Stoke has been exceptional from initial purchase to ongoing service and maintenance. Recent example of urgent need for prompt response and helping to address a mechanical failure through the service area-James and his team —has been exceptional . This has reinforced my desire to stay with Lexus for future vehicle choices.
Lexus extended warranty not worth the cost.Premature wiper linkages worn on my Lexus RX 450h at 13,000 miles .I was told at my dealership service that there was slight wear in the wiper linkage ,that would need resolving in the future. I had no concern as the noise was minimal and my car was under warranty. When the noise became worse I contacted the Lexus dealership and asked to have this problem resolved . I was then told that the wiper linkage was not covered under Lexus warranty .I was shocked .It cost me £200 to have a wiper linkage replaced at 13.000 miles.It was obviously a manufaturing fault as both pins on the linkage were worn.Contacted Lexus on two occasions reference a manufacturing fault not covered under warranty. I also noted that I had kept the worn part for further examination ,so that thay could investigate why the linkages would wer at such low millage on a prestige , so called reliable vehicle . No interest or reply from Lexus UK. Warranty not worth the extra you have to pay .This is my second Lexus . I have now lost confidence in Lexus and their reliabily, as I now have another problem with a shock absorber.
My car was going into limp mode and x2 garages could not find the problem .Step in Lexus leeds ,after diagnostic we still needed to try work out why .It turned out to be cat that had disintegrated into the exhaust .Any garage would have charged the earth for the time spent but not these guys .250 all in I’m obverse the moon .Big shout out to Tom and paddy the master technician .Not only the best cars the service 2nd to none .5 stars
Lexus Hull continue to amaze me with their outstanding customer service,Like yesterday when Patrick picked my car up from my home and delivered it back to me after carrying out a small warranty repair.And this is the standard of service i have received from this dealership since purchasing my first Lexus car from them.
This a review of Lexus Swindon.We purchased a brand new NX 450+ in September and waited 3.5 months for its delivery only for the interior to be incorrect. We couldn’t come to a sufficient financial compromise for us to take the car so we walked away.What is annoying is the fact that nobody checked the order or recognised the issue allowing us to travel over 100 miles to pick up a car that was not what we ordered. Then they rubbed salt in the wounds by offering us the servicing deal but requiring us to bring the car back to Swindon each time, a round trip of over 200 miles for us.We then had to wait nearly 3 weeks for the return of the deposit.Ultimately there are two key aspects to this experience.Firstly, this was definitely not the ‘Lexus Experience’. Secondly, there seems to be complacency within this franchise at all levels and everyone abdicated responsibility. A change to process and procedure is definitely required plus some re-training.Based on this experience I would avoid, avoid, avoid.
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