Review Time
Placed an order for 1st September delivery on a Lexus, this was Sunday afternoon, for personal reasons changed mind and called spoke to salesman Monday 9.30 to cancel and emailed on the tuesday confirmation of cancellation-they refuse £1000 refund-was not told at purchase that there was no cooling off period and not verbally told deposit not returnable and not in t and c's
Very aggressive and harassing company, specifically Toyota Oxford. I bought my car when Toyota Oxford was Inchape, a nice company, and soon after it changed to Steven Eagell it became incredibly harassing. Phoning multiple times in a week begging me to sell my car to them and buy another. I fell for it the first time and bought a car with a 10 month lead time. Even after buying one they were relentless, even calling my mother multiple times a week to sell hers too. I ended up cancelling my new car because of this horrific experience and now I tell EVERYONE I know buying cars to never use Steven Eagell branded car dealerships. Moving to Renault was a much better decision. Such a shame, Toyota is a phenomenal brand but Steven Eagell ruined it.
Purchased car chr on 26/06/23 only one key am still awaiting second key with little or no contact from Cambridge branch.I have to contact them to be told no news yet totally unacceptable. It appears once they have your money you are forgotten completely. Finally have second key but still not happy as I had three issues of which one was the key the others completely ignored.I feel that the young man I dealt with was excellent Max Winter , but unfortunately the team above him let the company down especially the manager as he is the one they report to.I must say I love the car but the service is questionable to say the least. I leave it up to anyone who is considering to judge for themselves.
I really can't believe it takes 19 days to post out an owners manual and a service book. To use the words of the Sales Manager on the 6th of June, "I will arrange for this to get posted tomorrow". I have been accused by the sales person that I am now waging 'war' against the dealership. Yet, they have not contested one single point of my complaint. Every single one of my issues, I have evidence for.I clearly pointed out from the original complaint that I will be posting 1 star reviews until I was satisfied that all of my concerns had been dealt with. I'm just pointing out to other prospective purchasers the truth. As a potential customer, you should expect poor performance, lack of communication and false promises.To highlight, the automated response copied below will still not deliver the promised reply:'We’re sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention. If you could send your complaint in full, including your contact details to feedbackatsteveneagell.co.uk, (I have had to remove the @ sign in line with Trustpilot rules) it will be addressed by Senior Management.' I have emailed the suggested contact and as expected, I have heard nothing.
I visited Steven Eagell Toyota Oxford recently and was met by sales executive Jevahn Mckinley who provided an excellent quality service. Jevahn was friendly, relational, patient, listened to my unique needs and requirements, and found the best deal to suit me. An incredibly good deal! Jevahn remained in regular contact via email and was ready and waiting to greet me on collection of the car. Jevahn demonstrated his sales executive skills naturally which made the experience pleasant, easy, and enjoyable. Admirably, Jevahn demonstrated his learning from customer feedback as he endeavoured to provide an excellent service, demonstrating his genuine care regarding my experience. Before leaving, I was met by the sales controller Mubarik Awan, whose primary concern was my experience as a customer. This was appreciated, particularly the personal touch in hearing about the ethos of salesmanship influenced by Steven Eagell's own journey into dealership. Leading through his personal passion to 'nurture culture' and train managers from within, recognising that teaching managerial skills are important however, it is the 'value and attitude-based' ethos within the service that creates the desired staff. As a customer, I experienced this value-based ethos and left feeling personally understood, that my needs were cared for, and that I had a great deal on my new car.
Helpful action taken by Brian and Ant at Colchester Toyota 22nd June in an emergency when we coudn’t close our car door. Receptionist, Jane, sorted everything out and helped entertain our passenger who had been travelling all day! Unfortunately it was very difficult to access a thank you page
I continue to be impressed by the after sale services at Steven Eagell. All staff are polite, welcoming and very helpful. Once again Joe Pickering helped me to transfer my private plates and followed up the sale with courtesy calls.And as always ‘I love my Toyota!’
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