The Donalds Group Avis 

We purchased a Kia Sportage from Donald's Group in July 2023, and by March 2024, the car broke down with serious engine faults. The nightmare began when we had to take the car to Donald's for repairs. It sat there for 6 months with little to no progress. The level of service was absolutely appalling.

It took three weeks just to get a diagnostic, and even after that, they still had no real idea of how to fix the car. We had to push constantly for a courtesy car, which was reluctantly provided. The communication was horrendous, with constant lies and broken promises. We were promised call-backs that never came, and staff even made comments like "Oh, yours is the car that's been here ages!"—as if they couldn't care less about the situation.

After countless phone calls, we finally escalated the issue to the directors and CEO of Donald's, and the After Sales Manager did respond quickly, admitting that the situation was unacceptable. Our car was then transferred to another branch for repairs, but even then, several issues remained unresolved. The car was returned with more faults, and after another attempt at repairs, we still couldn’t trust it as a reliable form of transportation for our family. It is now 8 months since the initial breakdown, and we had no choice but to sell the car.

Throughout this process, we were out of pocket financially, despite Donald's promising to "look after us." Their gesture of goodwill? Two free services on a car that has been returned twice with unresolved faults and is now sold. Any further attempts to communicate with them have been met with indifference, and they’ve essentially washed their hands of the situation.

In short, Donald's Group is great at selling cars but terrible at after-sales service. They make promises they can't keep, and you're left with a huge hassle and significant financial loss. We would advise anyone to steer clear—it’s simply not worth the stress, time, or money.

We purchased our Kia Ceed from Jamie and he was very helpful throughout the process. He kept us up to date and spent time with us to find the right car and in our budget. Our car has been great and couldn't recommend him enough! Thank you!

Brought a Kia ceed GT- line a couple of weeks ago. The MOT was due when I put the deposit down and was told they will do whatever needs doing. So I check the MOT and it has advisories for the suspension bush/pins to get this done with Kia approved parts so I can keep the warranty I was looking at over £300. I called up and asked if they would do it as if I'm paying 13.5k for a car I shouldn't have to pay out for wear and tear that I didn't do. They said they wouldn't do it but would knock £100 of the price of the car. I really wanted the car and accepted it but still wasn't happy about it but just wanted the car. So I payed for it and as I drove it home it started shaking when it changed gear. By the time I got back the engine management light come on and I couldn't drive the car as it wasnt safe. My dad had a look and said the brake pads and discs looked really worn aswell. The garage did come and collect it for free and offered to fix the problem with the car but by this point I lost confidence in the car. If they hadn't been so funny about the suspension to start of with I would have considered letting them fix it for me. But unfortunately I felt the customer service was not great and I also lost confidence in the car. Took a week to get a refund which they did give but they did keep trying to get me to keep it even after I said I just want my money back as i was not happy with the car. When I called up and said I was concerned with the amount of wear and tear that was on the car I got told that it's an old car and it's going to have wear and tear. The car is only 5 years old, I know cars do get wear and tear and if it was wear and tear I had done I would be happy to pay for it. But it should have all been done before I brought the car and I shouldn't have to pay for wear and tear on a car which I didn't do especially paying 13.5k for it.
Customer service was really poor and let the garage down.
This was at the Bury St Edmunds garage

Bought a brand new car from Kia Bury St Edmunds. Varies issues with the charger and heating, following constant chasing to the maintenance manager someone was sent to my property to carry out various tests which showed a problem but again following multiple chasing emails I have not received an update and the maintenance manager simply stopped responding.

Efficient and friendly staff, comfortable waiting area with complimentary drinks (decent coffee), car washed after service.

really great service from davide nobrega and the lads in the service team , I recently had an accident in the family car sand was without transport for a couple of weeks so came to donalds kia Ipswich at Augusta close and found a car we liked and divide helped us through the whole process and made sure car was available to drive away two days later making us very happy and grateful to the team and especially David for making the whole process so smooth and very efficient ,would definitely recommend donalds kia to my friends and family

We have recently purchased our car.
Davide Nobrega was such a fabulous guy to deal with.
Our experience with him was truly amazing and everything went so smoothly.
Very knowledgeable on the car we purchased.

All good, on time and car is great. Just 1 thing:
If you need to change or access settings to do the service please return them to the way they were. It’s disconcerting when you’re driving and then realise something needs changing.

Friendly knowledgeable staff.
MOT completed in an hour whilst I waited

Took our car in for its third service ,The staff were very friendly and helpful ,car was ready on time all cleaned at no extra cost .great value for money .will use Kia Ipswich again

Excellent service, collected the car and then delivered it back promptly.

Big shout out to Tom from the service team Kia Ipswich.
Thank you for your helpful, kindness and patience this morning re:- talking us through technical features of our new Kia Sportage. Super happy with the car. Thank you again.
Ron and Barbara Edwards

Excellent and professional

Sorted out problem without issue. Kept us informed throughout. Provided a replacement vehicle

Further to my review previously I am happy to update that the group service manager called me today to gather further information on my experience and to apologise for the poor customer services that I had. He updated me on what had happened and why withoutgoing into the personal circumstances which led to my poor experience on this occasion. He has even given me a package of compensation which I was not expecting or looking for, and which has ultimately led to this updated review. I hope that the lessons learnt from my poor experience will have positive results for other customers and I sincerely hope never to have an experience like this again.

First service on my Sportage. Initially some issues over service package which was handled professionally by Blake. Blake kept my informed brilliantly, very satisfied with him and dealership.

Wide range of cars & excellent back up service

Only visited one Mazda car sales room ever ,never again.
Had an appointment, which they made ,when we arrived the person not available ,great ,could not be bothered to call us.
Anyway long short ,tried to sell me HP, not interested ,add on on second hand car £700 plus for scratch proof cover,plus £100 plus for car mats ,then without a blink a trade in of at least 25% less than other garages .awful embarrassing experience ,as a sales professional in my career ,the worst sales ever .sorry .

Waiting 3 weeks for appointment,3 days before Donald's rang me to make sure I was keeping my appointment, 1 day before my appointment they rang to cancel, saying the workshop was closed for building work! Told me the next appointment was in 4 weeks! I have now found out the mechanic have left, this would never happen under right Wrights Mazda, I will never use them again very disappointing.I now use Wright's Mazda in beccles.

I’ve just picked up my Volvo XC40 plug in Hybrid from Donald’s Ipswich. I couldn’t fault the quality and service. Rhys Jeffs looked after me and what amazing service. Thanks so much - I wouldn’t go anywhere else and love my XC40.