Review Time
Amber in the Polestar support team was very helpful - I'd been struggling to configure the Digital Key on my Polestar 4, but with her help it was sorted within minutes. Thanks Amber!
A few years back, at a major sustainable business event in the UK, I met the individual responsible for designing a certain vehicle. He shared an inspiring vision of a future where every component of the car would be cradle-to-cradle and carbon-neutral. That vision resonated with me. Having owned several luxury cars, including three electric ones, I was genuinely eager to receive my first vehicle from this brand. Unfortunately, my experience has not lived up to expectations. DELIVERY:
Scheduled for 2pm, it arrived at 7pm
Delivered in a poorly lit, wet area
The center console was damaged upon arrival
I signed for it as damaged, but it remains unresolved SAFETY CONCERN:
Days after receiving the car, my young daughter screamed as we passed by it With the key in my pocket, the door handles retracted automatically They clamped down on her hand This was alarming and completely unacceptable from a safety standpoint SUPPORT ISSUES:
Two weeks into ownership, while on the motorway, a warning appeared stating the car “will not drive” I immediately contacted support I was repeatedly reassured it was nothing to worry about and safe to continue Despite my doubts, I insisted they stay on the line until I reached my destination, a venue hosting important meetings. I parked outside the main entrance. When I tried to leave, contrary to prior assurances, the car wouldn’t move and locked me out entirely. RECOVERY EXPERIENCE:
I was told assistance would arrive at 12:34pm At 12:45pm, I was informed the technician had cancelled New ETA of 2:30pm was also missed This pattern persisted throughout the afternoon By early evening, I was told recovery would arrive at 7pm. After a full day of missed and cancelled ETAs, I lost all confidence. I left the vehicle and took a taxi home. I was stranded at the venue for nearly six hours after the event had concluded, waiting for recovery that never showed up. This already stressful situation became a complete waste of a workday. I missed crucial meetings and an important event scheduled for that afternoon. The car was not recovered until the next day and has remained with the dealer since. WIDER ISSUE:
I have now driven more miles in the courtesy vehicle than my own Communication and follow-up have been severely lacking I was later told the car was safe, despite the evident risk had this happened on a busy road I have made numerous calls and sent multiple emails. The difference between the brand's marketing vision and the reality of its aftercare is striking. I am sharing this publicly not out of frustration, but because all private avenues have failed. I bought into the vision and values of this brand, but the ownership experience has not met the standards of a premium, safety-focused brand. I would appreciate direct contact from someone senior to properly address the time, disruption, and safety concerns caused. Initially, I told others it was better than other electric vehicles. Based solely on safety and support, I cannot recommend this brand - it has now been over a month since the main incident and I still do not have my car! A real disappointment. The vision deserves a much better execution.
Exceptional support from the service team. As is often the case, there are days when things don’t go as planned, but reaching out to customer support resolved all my issues and got me reconnected to the app and digital keys for my vehicle. Thank you to the team for your patience.
I leased a model three months ago, and it's been a nightmare with constant problems: The car rarely detects the key and takes forever to unlock. The key cards are ineffective (only the mobile app works). The sound system, including the radio and indicator noise, fails intermittently. The car refuses to start, displaying 'car not ready to drive,' even when it's 55% charged. I needed roadside assistance because the support team couldn't help beyond suggesting a restart. The car also mistakenly detects collisions on empty roads and suddenly brakes or tightens the seatbelt. Getting through to customer support takes at least 30 minutes.
The service was extremely disappointing, and my order was cancelled. While some of the responsibility falls on the company, I initially ordered a vehicle but decided against it after test driving another model. I went through the local dealer to cancel my order and request a refund of my deposit. I followed up on at least four occasions to inquire about the refund, but I was told emails were sent without any results. After chasing again last week, I was informed that the support team had not received any communication. It feels like someone is not being truthful. I'm still waiting for my deposit back, and given this experience, I wouldn't consider buying from them again. I can only imagine the poor service I'd receive if I faced an issue with a car.
Exceptional customer support from the company. As with any service, there are days when things don’t go smoothly, but reaching out to customer support helped me resolve all my issues and get reconnected to the app and digital keys for my vehicle. Thank you to the team for your understanding.
We received a new model in April, and issues started right from delivery. In the seven months we've owned it, the car has spent 2.5 months in the dealer for software faults. The company has gone silent in these situations, not returning calls or emails, leaving us to handle the problems alone. Recently, a fault caused a pyrotechnic explosion that removed the bonnet while we were exiting a car park at low speed. Thankfully, it didn’t happen on a motorway. Now, we have no car, no answers, and no idea what to expect next. The customer service is appalling, and the car has so many issues it could be considered life-threatening.
The service has been utterly ineffective, leaving me feeling abandoned, ignored, and facing numerous issues with extremely poor customer support. This has been an expensive experience, and I'd return the vehicle immediately if it didn't involve significant costs.
I've had two separate experiences with the company's customer support, and both times, the team exceeded my expectations. Recently, I encountered an unusual technical issue that required several departments' involvement. The issue wasn't caused by the company; it was just a rare situation needing deeper technical attention. Throughout the process, Alex was consistently patient, proactive, and committed to resolving the issue. They kept me updated and ensured the case progressed, even when it became complex. It's rare to find such dedicated customer service. This experience has further strengthened my confidence in the brand. A huge thank you to Alex and the entire team.
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Polestar cars are a new form of electric performance. One defined by minimalistic design, technological innovations, sustainable solutions, and a complete lack of compromise.
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