Lookers - SKODA Guildford Avis 67

I went in today to buy some parts. The attitude of the parts guy was appalling. I gave my registration number and he said the car doesn’t exist, despite the fact it was looking at him through the window. Furtger said a part I wanted they didn’t do, instead of ‘Sorry sir, not in stock, would you like me to order that for you?’ Then proceeded to throw the parts in a cardboard box. While I’ve never found the staff the friendliest/happiest bunch, today was the last time I’ll visit this dealership.

The whole experience was disappointing, frustrating and tinged with poor customer service. Completed the feedback survey in which I requested a follow up call from a Manager to discuss, still awaiting that call a week later.

Jason was great, listened to what we wanted and proposed a great option.
Got the car prepared quickly for us, and kept us updated all the way.
Thankyou

Jacob was absolutely brilliant, amazing service.

I had my car serviced and mot’d at Lookers Skoda Guildford in Jan 2026. It was the first time I have used Lookers which was recommended to me by a family member.
I can say Lookers Skoda did not disappoint at all. I was initially met by Zara in the showroom. She was warm and welcoming, very polite and professional, she pointed me in the right direction. I then went round to hand my vehicle over to Martin on the workshop who did my Service and MOT. He was very good, very polite and friendly. Very knowledgable and informative, he clearly knows his stuff. My car was given a complimentary valet after (and it needed it) so I was extremely grateful to the young man who did that! Lastly I had a lovely chat with Shaun who escorted me through to the customer waiting area and made me a lovely cup of tea. I was kept informed throughout while I waited. Well down to all at Lookers Skoda, I will most definitely be back!! Thankyou

Very impressed with the help and assistance I received at Škoda Peasmarsh dealership. I find these things quite overwhelming but was helped by Jacob Tickner who answered all my questions with great knowledge, kindness and enthusiasm and made the whole experience a delight!

Had the pleasure of buying a car and dealing with Jason Webb the whole way through. It was a positive experience from start to finish. The process was smooth, transparent, and stress-free. Jason was friendly, knowledgeable, and helped me find the perfect car without any pressure. Everything was explained clearly and the car was exactly as described. Highly recommend to anyone looking for a reliable and professional dealership

Good customer service and follow up excellent

Multiple failures across brand new VW fleet, unacceptable service from Lookers VW Van Centre Guildford

We bought 8 Volkswagen Transporters and 2 VW ID. Buzz vans for our business specifically to improve reliability and reduce downtime. At the point of sale we were reassured these vehicles “don’t break down”. Unfortunately, that has proven completely untrue.

We have experienced problems with every single vehicle in the fleet, including issues such as central locking faults, window faults, key failures, wiper motor faults, brake issues, and suspected gearbox/clutch failure. We have also been told by Lookers Volkswagen Van Centre Guildford that squeaking/whining brakes are “normal” on the ID. Buzz, despite the noise being significant.

The operational disruption has been extreme. Engineers have been left stranded for hours waiting for support, including one occasion where an engineer was left at the roadside until around 3am awaiting recovery, only for recovery arrangements to be mishandled and ultimately cancelled or changed multiple times. This has caused missed jobs, wasted labour, re-bookings, subcontractor disruption, and reputational damage with clients. It has also resulted in clear financial loss to our business.

Communication and accountability from Lookers Guildford have been equally poor. It often feels impossible to get a clear answer from the branch. Calls and emails regularly go unanswered, people pass responsibility between VW and the dealer, and commitments to call back or provide updates are frequently missed. You are left chasing repeatedly just to get basic information.

To make matters worse, we had two further vans on order (ordered before the full scale of issues became clear) which we have since cancelled due to the ongoing failures and lack of support. We are still waiting on the deposit refund, despite chasing for months.

We have also had one of our vans held for an unreasonable length of time. We were without a vehicle for months in relation to what should have been a straightforward repair, which is simply unacceptable for a business fleet.

This has been one of the most frustrating experiences we have had with any supplier. If you are a business considering purchasing through Lookers Volkswagen Van Centre Guildford, I strongly recommend asking very direct questions about aftersales support, recovery procedures, parts lead times, communication, and how downtime will be handled. Our experience has been the opposite of what was promised.

Paul and the team were incredible! Turned a fairly run down Audi into a brand new VW for an amazing price through a part-exchange and within weeks! Very very happy, highly recommend!!

They quickly identified the problem and gave me a quotation, which I accepted.
When the work had been completed, the final invoice was £1000 less than the quote. The reason being that a major part, that they thought may be needed, was not required.
This was very welcome.

I can’t believe the way I was treated was personal in which case it was just incompetence. And then after that a lackadaisical approach to accept any responsibility or show any good will, except the offer of a car wash ( as I was about to leave ) the sort of offer when you've driven for 90 minutes to collect your vehicle you thought might of been a better thing to have done whilst it was waiting to be picked up NOT when I’m picking it up. This being the fourth visit for a door handle issue for which the wrong parts were ordered twice. On one visit the vehicle had been washed but the handle not fixed though they said it had been fixed. Unfortunately my experience was terrible service. I only dealt with a customer service agent and didn’t talk to any mechanics. You get a lot of emails that all seems terribly efficient but it’s just a load of box ticking and protocols of a time slot. I always got my vehicle there at 07:45 and stressed the desire to have it seen first as I didn’t live locally. On the occasion of the non fixed handle and carwash ( this was ready by 13:30, so I don’t think my time schedule really mattered to them. I could go on but it feels petty, literally useless and wouldn’t recommend this particular branch unless you were desperate, not even for a carwash.

The team at Lookers, particularly Duncan, were extremely helpful at every step of our purchase of a new van. He spent time discussing the specifications, providing updates regularly and going through the vehicle thoroughly on collection.
I would recommend Lookers.

We found our nearly new Skoda Kodiaq via the Lookers website. The car was fairly priced and Lookers accepted our tired VW Touran in part exchange. Jason helped us throughout and was friendly and informative without being pushy. Overall an excellent experience and we are very happy with the car.

Be careful , wrong finance company used on documents that i was to sign , which was different to quote. I only spotted it after due diligence. Was supposed to be vw finance but they changed it for redline finance with a bigger commission payment. An error apparently.

Also part exchange money due to me wasnt very quick in coming. Felt like i was just another customer of many, began to be more of a pain to them cuz i kept chasing. No definitive date given just all up in the air. I did get it in the end but felt process was very poor.

Probably wouldn't by from these again if im honest.

The service and MOT was done very efficiently and the car cleaned inside and out and ready for pick up as planned.

Zara the service liaison was helpful and her explanations were clear. It was a waiting appointment and the work was completed as agreed.
For some reason I am still receiving service reminders by email though.

Good feedback from the team, found them easy to approach.

What a brilliant experience we had today. My husband, and two children visited Lookers in Guildford today, where we looked at a couple of cars there. We had plenty of questions, and the manager Dan, along with Duncan ( the Man in the know for Electric cars), had endless patience with us as we pinged query after query at them.

We test drove one a vehicle- the ID BUZZ, and absolutely loved it, what a lovely and fun car, not to mention practical!

What we loved was that there was no hard sell from the team, they understood that we are at the beginning of our car research, they also were very good with our children who also asked many many questions. Overall, what a brilliant experience, thank you so much.

I bought a used and approved Skoda Karoq. I went with my family to see the car and test drive, and all the staff were very polite and nice and even entertained the kids whilst we were there. Jacob is knowledgeable and was very helpful throughout.