Review Time
**Title: Unprofessional Experience at Steven Eagell Toyota Romford**On July 31, 2025, at 5pm I called Steven Eagell Toyota Romford because I was looking to buy a spare estate vehicle VK66LEF for my daily commute to work. After discussing with a colleague at work, I decided to reserve a specific model.A member of the staff, named Danny, was initially helpful in locating the vehicle with the specific plate number. However, during our conversation, I overheard him asking his colleagues about the vehicle, and I discovered it had already been sold.Danny then started questioning me about my interest in that vehicle and suggested a Yaris instead. As I expressed my preference for an estate car over a smaller vehicle, he became increasingly arrogant and spoke over me. At one point, he made a dismissive comment suggesting I was only looking for a cheap car, which I found inappropriate since I hadn’t mentioned my budget.His tone continued to escalate, and I was about to inquire about another vehicle, the Corolla 2023, but I decided to hang up. I do not tolerate that level of unprofessional language. It was a disappointing experience filled with rudeness, and it seemed that Danny was doing as he pleased. Good luck to the Toyota dealers the customer service is for the toilet.An official report has been submitted to Toyota and an email to feedback@....... as requested.
I would like to express my disappointment with the service I received from the Steven Eagell Group, particularly at the Birmingham branch. Initially, I was interested in purchasing a Toyota Corolla from the King’s Lynn branch. I was informed that the vehicle was marked as sold and was being transferred to the Birmingham branch. I fully understood and accepted this situation.Subsequently, I contacted the Birmingham branch and spoke with a salesman named Steve. I expressed my interest in purchasing the vehicle outright with cash, should it become available again. Steve agreed and later contacted me to confirm that the vehicle was mine to purchase, stating that the previous finance arrangement had fallen through. This conversation was allegedly recorded. He promised to call me back within the hour to take a deposit, which he did. During that call, I requested that the vehicle be transferred to the King’s Lynn branch, where I preferred to complete the transaction.Steve appeared displeased by this request and ended the call abruptly, stating, "Make sure they request it." When I spoke to the manager at King’s Lynn, he advised that Birmingham ultimately had the authority over the sale and could refuse to transfer the vehicle. Within approximately five minutes of calling Birmingham back, I was informed that the vehicle had already been sold—despite never having declined the offer.I then submitted feedback via email to the Feedback Team. Following this, I was contacted by Mark Brown, the General Manager of the Birmingham branch, who acknowledged that his salesman had acted inappropriately. He explained that finance had been attached to the car, although this had never been communicated to me prior. Regardless, I had been clearly told that the car was mine to purchase.As a resolution, Mark Brown assured me that his team would locate a similar Corolla, which they did—though it was found by King’s Lynn. He also committed to price matching the original vehicle as a gesture of goodwill. However, when it came time to finalise the sale, this promise was not honored. I was later informed by the store manager, Ben Carwardine, that the price match would not be applied after he had spoken to Mark Brown.Communication from this point onward was poor. Despite requesting confirmation of the vehicle registration, I received no clear response. I did not reject the second vehicle and even increased my budget in an effort to secure the sale. Ultimately, the vehicle was sold to another customer for approximately £1,000 less than what I had offered—this price was publicly listed on Toyota's own website. The manager said the vehicle was "not for me".I attempted to resolve the matter by offering several reasonable solutions, all of which were declined. I contacted both Mark Brown and Ben Carwardine directly by email, but found both to be unhelpful and unwilling to take responsibility for their branch’s poor handling of the situation.I have also reached out to their Customer Service email in the hope of escalating my concerns to someone more senior. Unfortunately, each attempt has simply been referred back to the Birmingham branch.This experience has left me feeling frustrated and let down by what appears to be a disregard for customer service and the core values that the Steven Eagell Group claims to uphold. I sincerely hope this feedback prompts a thorough internal review, and that someone in a position of authority will take the time to address my concerns appropriately.
I took my late son’s car, a Hybrid CHR, for its regular service to Steven Eagle in Peterborough where my son had purchased it from new. I decided to px for a newer model because the mileage on it was getting high. I spoke with Ben Garton, who was great and recognised this was also very emotional for me to px the car. He was understanding talking me through everything answering all my questions and identifying my needs but not pushing me to purchase as he understood my attachment, but common sense prevailed it was time to let it go. Ben is lovely, patient, helpful & professional, making my buying experience with him enjoyable. Thank you Ben for looking after me and I have no hesitation in recommending Steven Eagle Peterborough for your purchasing and service needs.
Update. Following the review, quickly contacted by the garage Missed email and manager has gone on holiday, so still a conversation to be had. 🤫We currently own a 5 year old Toyota Yaris and our local dealership garage is Worcester. Service is poor -Last year we had an AA callout as the battery under the seat died, it should have been covered by the warranty (the reason we have the car serviced at a Toyota dealership), nope rejected.It has just had its annual service (£265) for a low mileage car - advisory repairs read -- Battery replacement for in car SOS button £344 (not warranty covered)- Front brakes have rust £393Front tyre wear £109 (note all 4 tyres replaced last year)- Air con antibac clean £185Add a rear wiper blade that has a nick in end and an advisory cost total is £1041'Complimentary clean' missed most of dirtSales staff want to sell another car and insist you take a seat whilst waiting foe service to sort the invoice.The Toyota is an ok car, but i'll not be buying another due to the poor local service options
I'm not actually a customer, but I contacted them for advice regarding a car I'd purchased elsewhere.Regardless, they were polite, helpful and quick with all the information I needed. I wouldn't hesitate to give them my custom, in the future. Thank you.
Terrible sales experience at Toyota Ashford. We traveled for an hour for a prearranged appointment to view a car that was confirmed by Marios Zagoris only to be told when we arrived that he had sold the car to someone else. When we complained about this he said he didn’t call us to tell us this as he thought he could sell us another car. He then tried to sell us another more expensive car that wasn’t even on site to test drive and worse started at a price that was more expensive than the car was advertised at on the Toyota website!Completely wasted half a day of our time plus fuel driving there and back. Put in a formal complaint, but no resolution to my satisfaction other than the dealer manager trying to call me, but I didn’t want to waste any more of my time with them. Subsequently went to Mercedes and got a much better service and bought an A class.
I bought a vehicle from this company, and I will never deal with them again. It’s a shame that such a company represents a major brand like Toyota. I run a large fleet of nearly 450 cars and buy vehicles from dealers all over the UK — and I have never had such a bad experience before.I paid a deposit on Friday and was assured I could collect the car the following day (Saturday). I travelled over 4 hours, paying a driver £200 to accompany me so he could bring the other car back. When I arrived, they told me I couldn’t take the car because it still needed “90-degree checks.” That meant a wasted full day and £200 out of pocket.The following week, I was told the car was finally ready. I made the payment in full and asked if they could offer any discount for the hassle they had caused me. They flatly refused. To make things worse, the manager was extremely rude. He even offered to post me £50 — but only on the condition that I leave them a 5-star review. I told him to keep it, because I won’t be bribed into lying.This is my honest review and real experience with this dishonest company. I strongly suspect many of their glowing reviews are paid for or incentivized. Never trust this company.
I regret ever purchasing a vehicle from this dealership! I will never return there again.Last year, we bought a car from the Rayleigh branch. After collecting it and driving home for about 20 minutes, we discovered a significant crack in the rear light upon arrival. The damaged section had been glued back together. We immediately reported this issue via phone and email, including pictures.They then accused us of causing the damage during the 20-minute drive home. After a dispute and requesting them to review the dealership's CCTV footage, they finally agreed to replace it. However, it took weeks for the replacement to occur, as they continuously misled us about the part being ordered when it had not been. Eventually, it was replaced, but we received no apology from them.A year later, the car has just undergone its first MOT, and it was discovered that the manual handbrake switch is not functioning properly. We were informed that it was broken when the aftermarket parking sensors were installed. These sensors were fitted at the time of purchasing the car from the Rayleigh branch. Now, Rayleigh is refusing to cover the replacement cost of over £600, despite the fact that we paid them to install the parking sensors.With a warranty of up to 10 years, one would think these issues would not be a concern!We will never buy a car from them again due to their poor aftersales service and customer support.
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