Thurlow Nunn Avis 

Great service provided from all staff, happy to help out and make a good deal happen.

Showroom had lots of options and was clean and tidy made for an all round good visit and purchase.

Sales team were informative, helpful and not pushy. Extended warranties, service plans etc were offered which I declined on this occasion. They showed me other similar vehicles from dealerships in other areas. The one I chose was made available promptly the next morning which I purchased.

They were thorough and friendly

Salesman was very polite, showed me around the car i wanted and provided helpful advice

The professionalism and friendlyness of the salesperson.

Nick in the Milton Keynes branch was amazing! He helped me with the purchase of my van explained all my options, went through everything in the van and helped me set it up. A very positive experience and would definitely recommend

Just had a terrible experience in the service department Norwich. I phoned for an update, to be told that I’d had an update already in the morning, that there was no update or timeline, and why am I ringing 6 hours later to see if my car might be ready? Before a weekend? Sorry for your inconvenience, thought I was paying for the privilege of you working on my car. The little chap who answered was thoroughly unpleasant

Put down a £199 deposit on a car I see on their website. The car was on offer as part of the "January sale" so to find the same car at a similar price would have been impossible. I was very pleased to secure the car & I had an email confirming my reservation so I then sourced finance straight after.
A few hours later I received a phone call claiming that the car was already reserved.
The problem I have is that I got confirmation that I had reserved the car, paid £199 for this, sorted out finances only to be told I can't have it & given no alternative.
I wouldn't have minded if an alternative would have been offered to me but nothing. That isn't customer service & so unfair.
To not honour a reservation or offer to put it right speaks volumes. When things go wrong they clearly don't offer to put it right!

Car purchased as a ‘Distance Sale’ but the Norwich Dealer refused to recognise our Statutory Rights under the Consumer Contracts Regulations (despite it being clearly sold as such “at an distance” and refused to accept its return.
They were disinterested, difficult and awkward to deal with in seeking a resolution.
We were obliged, due to personal circumstances, to accept their settlement proposal that left us well out of pocket.

Beware … Caveat Emptor!

From the day we collected our car on 31st May 2025, it has been one problem after another. On collection, the air conditioning didn’t work and both number plate bulbs were out, despite being told the car had been fully checked. Within two months, the car developed a knocking noise. We returned it to the garage, where they told us the problem was a bottom suspension arm and asked us to pay £260. After we referenced the Consumer Rights Act, they agreed to fix it at no cost. However, when we collected the car, the knocking noise was still there. It turned out the actual issue was a brake pad. If we had paid the £260, we would have been charged for a car we’d only owned for two months, and for a completely incorrect diagnosis.

When the brake pad issue was addressed, the garage promised to carry out a full check of the vehicle. We then received an email containing a VHC confirming that all lights, fluid levels, and the engine oil had been checked and were fine. However, just two days later, the engine oil warning light came on, and the dipstick was completely dry. I had to put in 1.5 litres of oil myself, which clearly shows the promised full check had not been carried out properly. I emailed the service manager, no reply. Tried calling, no reply. I had to put an official complaint in to get a reaction.

At this point we wanted to hand the car back as we have completely lost faith in this garage. After chasing the general sales manager we was promised a full check of the car (3rd check) and a years warranty if we kept the car (which we still havent received any sort of warranty documents, despite chasing), we agreed to this. The car was then taken in on 18th September to fix the oil issue, which we were told was caused by the sump plug not being tightened properly during their service. Less than two months later, on 17th November, the oil warning light came on again, and the engine was completely dry, despite the car having only done around 1,000 miles. I emailed the sales manager and general manager requesting a call on the same day, and as of 21st November, I still have not received any reply. It took 10 days a negative Google review to a response from someone.

The constant need to chase them for updates, combined with repeated failures to properly diagnose or check the car, shows a shocking lack of competence and concern. Customers deserve honesty, accurate diagnostics, and a car that has genuinely been inspected before being sold.

It took until around the 1st December to get the car back in the workshop, having been led to believe it would finally be repaired or at least looked at. On 9th December, we instead received a call asking us to look for another car. We visited the showroom on 15 December to discuss our options.

After speaking with Adam Smith, it became clear that the car had not been worked on at all, despite being hinted at overwise, and the focus had shifted to encouraging us to purchase a different vehicle. This was not something we were looking to do.

Before even viewing another car, we asked about usage charge we were told we would be charged 50p per mile for “usage”, amounting to £2,000 for around 4,000 miles over six months, despite the vehicle being faulty and the dealership refusing to repair it. We paid £7,290 meaning doing 2,000 miles had cost us almost 30% of the cars value.

Eventually, we were offered a £1,000 discount on a replacement car, and we where told by thurlow nunn we would lose £1,000 by accepting this deal. We reluctantly agreed on that basis.

However, once we reviewed the paperwork and I worked the figures back, it became clear that the real loss was closer to £2,000, with the numbers structured in a way that obscured this.

When I discovered how they hidden the lose and I brought it up, all i got back was "well, you agreed", so I cancelled the new car deal, Then Adam Smith demeanor suddenly changed to be rather passive aggressive towards us, demanding the courtesy car was returned within 6 hours. leaving us with no car

The dealership is refusing to repair the vehicle as "it will cost them too much money" (words of Adam Smith), refusing to accept it as a rejection, and instead insisting it be treated as a trade-in while applying an excessive usage charge. This does go against trading standards guidelines

For context, Trading Standards guidance indicates a mileage deduction of around £600 would be appropriate in these circumstances, not £2,000.

Next steps, Finance company, Motoring Ombudsman, trading standards, solicitor and small claims court

I would definitely recommend Thurlow Nunn Kings Lynn to a friend because of their excellent customer service and straightforward approach to car buying. From the moment I arrived, the team was friendly and professional. Samantha stood out as an amazing salesperson—she was attentive, explained everything clearly without rushing, and worked hard to get me a great trade-in and deal. The handover was smooth, and I drove away feeling confident and happy with my choice

Professional service by Ranj. He went above and beyond to answer questions to provide the information required

Excellent support from the initial arrangement of the viewing of vehicle, not pushy, attentive & relaxed approach, carefully explained everything & felt the experience was in led in knowledgeable hands

second time buying a car King's Lynn was one of the best experiences I've ever had

Great all-round service provided for a used car purchase. Would buy from them again in the future.

Dylan was very helpful and the whole experience was very smooth and quick. Great salesman!

My experience at Thurlow Nunn Milton Keynes was positive because of the kind and caring salesman (Nick Kennedy) the help he gave me to punched my frist car.

very helpful staff, not pushy and allowed you your own time to look and check out the car.

A family member recently purchased a van from the Luton dealership. The customer service he has received when trying to raise the concerns is absolutely shocking and disappointing.

Sales Person Paul Sharp gave exceptional customer service.