Tony S

Exceptionally Poor Communications

The Jaguar XE I bought from Lancaster Reading was inaccurately (misrepresented?) described on their website. When this was pointed out to them, at the time, we reached agreement that they would pay for adding the privacy glass, which was the absent option. On recently examining the purchase invoice, it transpires, I was, contrary to the agreement, charged for it. Surely a straightforward matter to rectify – just a quick phone call, right? Wrong! Over a period of 2 months, despite numerous phone calls and an auditable email trail, the last one suggesting I would resort to litigation, no response has escaped this communications black hole. Nothing! On speaking to varying receptionists (at least they do answer the phone) I’m repeatedly told they are “very busy.” As the March figures for Jaguar show their YTD sales are down 35% and Land Rover are down 48%, I would suggest differently. I would suggest this once proud name is being very poorly supported by its complacent franchisees who are clearly not committed to the brands they supposedly represent. If you are thinking of buying into any product from JLR and expect a premium level of service, or at the very least, a response to phone calls and emails; this review stands as evidence that you won’t achieve this at Lancaster Reading.