Richmond Motor Group - MG Portsmouth Avis 

Daniel was very accommodating and helpful.

He was not pushy at all.

Thank you

Dan was great to work with, polite patient professional and helpful. Would recommend.

UPDATE 11-02-26:Richmond Garages response is almost certainly using AI-assist, what a pity real intelligence was not used including in their dealings with me!

ORIGINAL REVIEW:This review is really hard for me as I normally only post five star reviews or say nothing if service received doesn't warrant five stars. I have had to delete a five-star review that I wrote prematurely a few weeks ago for these guys. A salutary lesson to myself never to write a review until everything is resolved.

It is absolutely true to say that my circumstances were far from ordinary in that I'd had a major motoring mishap while driving to Spain, towing my caravan and was and still am badly shaken. I sourced the car of my dreams from these guys and a very good friend of mine drove it down to rescue me. So clearly I couldn't have a personal handover and my friend is rather non-technical so his handover was barely digested as he was terrified at the prospect of driving through appalling weather, dodging blockades erected by striking French farmers. But I think you'll agree, a true friend.

They gave me a pre-delivery inspection checklist that had operation of sunroof ticked. My car has no sunroof. Trust pilot reviews have a limited number of words you can post, so I cannot even begin to tell you all the things that were wrong with this car that any pre-delivery inspection done by a halfway competent individual would have picked up. I will just mention the windscreen washer reservoir ran dry within hours as it was broken, the battery was a dud and needed replacing urgently and my poor friend had to drive all the way down to rescue me with satnav that just wasn't synching at all properly because it hadn't been configured correctly. I also asked the team to stick my very basic beam deflectors on which anybody can do in 5 minutes and yet they were stuck in totally the wrong place making the glare situation while driving through France worse. I'm sure in Richmond's reply they will say that it's not in their remit to do things like that. That is what the salesman said to me after when I initially asked. But I insisted as I had no alternative. I repeat, my circumstance. were far from ordinary and I was asking for a favour. You'd have thought somebody in the service department could have done this? Instead the hapless sales guy had a go. Blimey!

All the people at this garage that I've dealt with seem perfectly pleasant, but frankly that is not enough when it comes to supplying such a major technical item. Product knowledge: could do better. Problem solving: could do better.
Empathy: could do better. Refunding money when knowing you have done me wrong: absolutely fantastic!!!! Money's in the bank and that is why you're not getting a one-star review.

My advice to any customer dealing with these guys. Don't waste too much time with the sales guys after you've bought your vehicle. They have got their commission. Speak to Wayne Sims who controls the purse strings as he is head of business. Well done Wayne! You may not have apologised to me verbally or even admitted that you've done wrong, but the fact that you shelled money back in my direction is good enough for me and I appreciate it. I look forward to you honouring your promise to fund the repair of the faulty USB socket upon my return to the UK in May even though I cannot easily come back to you as I live in London.

You didn't actually acknowledge my suggestion that you need a dedicated aftersales department as they have here in Spain, but perhaps upon reading this review you will act. As I said earlier in the review and as my teacher always said to me, you can do better. You could certainly do better by not telling me to resort to the ombudsman or suggesting things are getting personal just because my personality will not allow me to be fobbed off or given bad advice, given my background as a retired eyecare professional. Some of the advice I received from your team was appalling converging on the downright dangerous. You, Wayne are aware that I have a number of disabilities that might lead people to assume I am being impolite (such as talking over people when my hearing aids are not syncing properly) but again you never really acknowledged my situation. Sadly so. Tut tut, could do better!

Dan was very helpful! Quick and easy process, none of the sales pushyness you get elsewhere. Found the exact car we wanted

Sarah was helpful, responsive and informative throughout, a good experience.

Daniel Tate provided excellent service, highly recommend, very smooth process.

Daniel at Richmond was great amazing service and felt really looked after from customer perspective….definitely recommend

Helpful, knowledgeable sales person.

Very impressed by the quality of the car followed by the excellent support from our sales person Sarah who was helpful and friendly throughout the whole process.

Dan was extremely good, giving me all the information I needed, went through the computer controls on the car, still think I need a university degree to remember everything 😜🤣
I would recommend MG Portsmouth all the staff were very friendly and helpful.

A very helpful friendly young man sold us exactly what we wanted in the Portsmouth MG branch im sorry that I cant remember his name but he needs recognition for being very professional and being a peoples person. We instantly felt like we could trust him and so felt comfortable buying from him. We purchased our vehicle on the 29th dec 2035 if that helps to narrow him down and we bought a mg zs ev

An Outstanding Service Experience at Richmond.

I recently visited the Richmond Service Department and felt compelled to share just how exceptional the experience was, thanks in large part to the remarkable professionalism of Lee Growse, Service Advisor at Richmond.

From start to finish, Lee set the tone with her warm, positive attitude and an unwavering commitment to getting things right. She combines friendliness with absolute diligence, creating a level of service that feels both personal and highly professional.

What stood out most was her communication. Lee kept me fully informed at every stage, explaining details clearly and ensuring I always understood what was happening and why. Her attention to detail is second to none, nothing is overlooked, nothing is rushed, and nothing is ever “good enough” until it’s genuinely resolved.

Lee’s determination to see every issue through to a positive conclusion is genuinely impressive. She doesn’t just manage a service process; she takes ownership of it. You can feel her commitment to the customer in every interaction, and it inspires real confidence.

To the Richmond management team: Lee is a true asset to your organisation. Her professionalism, dedication, and customer-first mindset elevate the entire service experience. Staff like Lee don’t just represent your brand, they strengthen it.

Anyone reading this should be in no doubt: Lee Growse is the gold standard of service excellence, and Richmond is all the better for having her.

Excellent customer service and the entire process was really smooth and easy.

Absolutely appalling customer service from both Botley and Portsmouth service departments. No one answers a phone- held on for 15 minutes at Botley and 10 minutes at Portsmouth- gave up. Is there anybody there??? They’re keen to sell a car but after sales?!

Very helpful staff. Listened to our needs. Got a good deal!

Brand new car sale was not without stress. After sales even worse. I can't believe how even management are not bothered about the experience and service received. Can't get them to return a call or answer an email. I will be sending an email to the Motor Ombudsman.

UPDATED: I have now written a full response to Isabelle at Richmond Motors, as requested below. It will be interesting to see if I get a reply.

UPDATED: Still no written response from MG - 20 November. If I could give minus one or more, it would certainly be my option.

Great new car handover with Sundeep. Answered all questions. Fantastic professional service. Many thanks once again.

Brilliant service, cars fantastic to drive. Highly recommend to all friends and family. I will continue to purchase MG vehicles.

Friendly knowledgeable staff and impressed with the coffee shop

My wife and I have had about 11 cars during our 46 years of marriage and the last 5 cars have been new which we know is lucky. I bought a MG HS TROPHY in March 2025. I can honestly say that this was the worst car we have had, everything was OK until we went on a weeks holiday in June, came back couldn't open the car as the battery was dead, called the AA he promptly came and said it always happens with MG's, the battery was dead. When we went to the dealership to report the issue, they couldn't care less, and were quite blasie about it, even the customer service dept said it was well known issue, so why sell me the car in the first place. In Sept we went on another Holiday and as before when we returned the battery was dead, that was the final
straw. The customer service dept in Portsmouth lack customer care and are not interested in your opinions. So people please be aware of this dealership. Lucky for us we have traded in the car.