Review Time
I am not one to post negative reviews normally, as I think most people are just doing their best.The response we have just had from the Assistant Service Manager Kashif Karim, however, is so astonishing to me after the service we've had from Lexus Cambridge, that I feel somewhat out of options and am resorting to sharing my experience in the hope that it might prompt a better response from them.tl;dr version is that their customer service and reliability is astonishingly bad, certainly as far as the Service side of things is concerned (we've had nothing to do with their Sales)Here is the timeline and the response, for anyone interested in the details:07/06/25 Car booked in for MOT and service on 13/06/2509/06/25 Email received: appointment cancelled unilaterally by Lexus and rebooked for 26/06/2526/06/25 Confirmation received that car is booked in04/07/25 Health check report received21/07/25 I call Lexus to ask why I haven’t received the MOT or service report22/07/25 No update received; I call 8 times and finally email. Lexus calls back at 20:15. I ask for a courtesy car.23/07/25 Call from Lexus with update and plan; no courtesy car provided.24/07/25 I call to chase, explaining I’m leaving the country till September and won’t be able to collect the car if delayed further.25/07/25 I call again and email to confirm our agreement:* I will collect car 26/07/25 before 12:30* The following will have been done: * Service * Clean (not done as promised in previous years) * Key battery replaced (not done as promised) * Light and tyre fixed as per MOT failure26/07/25* I call twice to chase* I email to chase* Receive reply that car is about to be brought round* Later get missed call after the agreed deadline – car not cleaned28/07/25 Car ready for collection, six weeks after originally booked in. I have already left for my holidays as warned.24/09/25 I email Lexus to say I’ll collect car on 02/10. Lexus confirms this is “ideal” and car is ready.02/10/25* I call to double-check readiness. Lexus has no knowledge of arrangement.* Lexus says they’ll find the car and call back within 5–10 mins.* I call 20 mins later to chase; it’s now too late to collect.* 40 mins after first call Lexus says car is located but battery flat.* I ask Lexus to fix the battery and deliver to the garage I’d booked.* Assistant manager emails blaming me for delay and saying I must pay to recover vehicle; I reply attaching full timeline.* 17:55 email received: “Currently I will not be recovering the vehicle out on your behalf... on Monday I will respond back to yourself.” No apology or urgency.02/10/25 My husband emails asking for contact of person responsible for licensing Lexus Cambridge – no response.03/10/25* I email assistant manager asking for manager’s details – no response.* Lexus posts public Google reply apologising and asking me to contact “feedback” to escalate; I email feedback – no response.06/10/25* My husband calls once asking to speak to deputy manager Kashif Karim. After repeated refusals he’s put through.* Kashif claims he hasn’t responded because the relevant person is “off sick”.* He refuses to connect my husband with the manager, saying the manager is “on an important Zoom call”.***Update***06/10/25* Return call from Manager not received* Reply from Steven Eagell feedback not received* Email Lexus Cambridge to put them on formal notice of Letter Before Action if I don't receive a satisfactory response within 48 hours. No reponse* Request quote for putting car in drivable state, which Lexus have offered to do at my expense. No response07/10/25 receive copy-and-paste response to this review from Steven Eagell, asking me to contact feedback. No reply from feedback to my email or 04/10/25.The car remains at the garage. I am still waiting for it to be in a fit state for me to collect it.
Generally a good experience however too many instances of the salesperson having to talk to the manager which was annoying and prolonged the sales process far longer than it needed to be. Also since the sale an enquiry has gone unanswered.
At Toyota Peterborough l received a great personalised customer service from a very professional salesman who went above and beyond to meet my expectations. The moment l stepped in, l felt a lovely warm welcome.I went to look but l came out with what l just needed and became part of the Toyota family for the first time!Thanks Raji
I wouldn’t even give one ⭐️!I order key fob from them back in April,waited 2months for coding and when I got there the key was twist and turn?!I have been told that they will order new fob for me,but I need to wait for part to come in. Bear in mind,that was back in May. Since then I called them about part almost every two weeks.When part finally came in, I’ve been told that, they will call me back to book me in for coding, but nobody ever did! That happened about 3times. Today after 6months,I finally managed to get through to book for coding and find out that they order for me twist and turn part AGAIN! Just waste of your time and money, honestly. For big name like Toyota and the prices they charging, I would expected much more then bare minimum. I’ll just go and spend my money elsewhere.
Currently sitting in Steven Eagle Cambridge chasing parts ordered from a service carried out in April! I'm afraid the after sales is poor, it would appear there is a fairly high turnover of staff.My car was not clean on when I took delivery, sat nav was out of stock & has since coming back from being installed never worked. I have a service package & on both services so far the vehicle has not been washed as stated in the service plan I wonder how many customers buy again? All furr coat.....
I was very impressed by the high level of professionalism and customer service at Steven Eagell Toyota in King’s Lynn. Having read some negative reviews on Trustpilot, I was initially sceptical about what to expect. However, my experience at this branch has been excellent.Ryan provided attentive, thorough, and conscientious service throughout. James, the sales branch manager, addressed all my concerns clearly and demonstrated the genuine importance they place on delivering a customer-centric experience.The atmosphere at the dealership was consistently welcoming, professional, and friendly. Overall, the service quality at this branch is exemplary and sets a very high standard.
Very good service after our car broke down and was towed in by the AA Roadside assistance. Alex kept us up to date by his regular emails or phone calls. Although we had to wait 4 days before they could look into the problem of our car,and not being able to have a courtesy car. We were offered a courtesy car after Toyota discovered the problem which put a delayed on the repair due to having to order the parts. We feel it was an unnecessary expense having to pay for a rental car for the first four days, while being a customer of Toyota for 22 years, which includes buying 12 new cars. Nevertheless, Toyota, Steven Eagle in King's Lynn, through all the years is still our favourite dealer.
Well what can I say nice staff cute manager lol went there for a mobility car they sorted it straight away pick it up soon can’t wait thank u so much do use this garage u will get treated with respect Warning don’t use Toyota burton they will lie and keep lieing plus they will cancel ur contract was not happy very upset
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