Tusker Avis 10 716

Excellent customer service, Advisors very knowledgeable and helpful

For the second time i have found my dealings with Tusker as exceptional. The customer support and general helpfulness from their staff is just class!

Easy to use portal, and very responsive.

The process so far has been smooth with constant updates as to where we are at in ordering.

Absolutely shocking experience with Tusker. My Audi Q6 has had ongoing charging faults and was sat with Audi for over a month, yet Tusker were still more than happy to take full lease payments while I was without the car I’m paying a premium for. Had the car back, the same charging issues are there, the car is completely unpredictable as to whether it will charge or not. Tusker refuse to take the car back without penalty costs and everyday is a battle of phone calls and emails between tusker and Audi! If you lease through tusker be prepared to spend a stupid amount of time trying to resolve issues whilst getting absolutely no-where!!!

Communication is appalling – they don’t call when you ask to discuss issues, instead just point to terms and conditions when you raise how unfair the situation is. Every time you reply to an email, you’re pushed to the back of a 5-day SLA queue, so nothing ever progresses. It feels deliberately obstructive.

Overall, zero ownership, poor customer service and no empathy for the customer experience. I will never lease a car through Tusker again.

Going for the 5th car with Tusker as they are great to deal with and are always helpful with any issues you have and provide a great set of vehicles to choose from, seamless and quick process. Highly recommended.

Enjoyed speaking with Stuart R today - very different to the usual call centre experience!
He was knowledgeable about my order status and the order process, provided extra information ("often customers have questions about...), and very quickly added an extra driver to the insurance.

IT issue has resulted in a nearly 3 week delay in ordering. Once IT issue was resolved and despite Liam asking for the contract to be created urgently this was ignored until I chased it 2 days later.
As an experienced customer service provider myself I would have expected someone to own the issue and see it through including the KAM who was also aware of the delays.
Customers do not judge businesses on when things go right, as that is expected. They judge them on how they deal with issues when they go wrong

Not happy about my first order, order a skoda enyaq with initial delivery of mid june which was changed to september after a month. Had to cancel that order and look for a stock car. I wish there was a way not to waste that one month.

Very easy and straight forward ordeing process, kept well informed of order progress and delivery

Friendly service, very helpful in answering any questions i had, always easy to get hold off on the phone.

Customer service is great very helpful and polite people

For the most part very good but received some mixed and repeat emails…

The customer service isn’t to standard. This mornings call person I dealt with had poor customer skills as did a previous one.

It's been a week since I ordered my car, and I just got an email saying you still haven't ordered the car with the manufacturer - this is way too slow, so not a great start

Quick and helpful

Leased a car through salary sacrifice scheme, the car came with a do not drive order recall which tusker failed to inform me about!! When all was said and done i asked to walk away from the car as i no longer had trust in them or the car Manufacture to keep me safe, demanded almost £2000 in fees! Many of my co workers have also had poor customer sevice from tusker, avoid!!

Called for Car insurance / Policy details: The lady I spoke was called Bushra. She was genuinely personable and super efficient / ahead of the game. She should be recognised for this - Very refreshing. Thank you

Being assisted in selecting the car that will be in use for the next 3 years. Friendly Customer Care Support team. Thank you x

A little confusing but straightforward enough otherwise. Would be great if there was a roadmap showing the process and stage along it. Staff have been helpful though.