Pam H

Dreadful communication and customer serv

Feeling really let down by Lexus Bolton, I have recently purchased an NX from them. No hard sales and easy purchase as it was the car I wanted. However we was unable to test drive it when we saw it due to a family commitment. The salesman at this point did offer to drive the car over to Stockport for me to drive in a familiar area, however due to work commitments I couldn't manage this and wanted my husband to be present for the drive also. We left a deposit and returned the following week to sign the papers and test drive it. Our salesman was busy so we stood and waited. No one else asked if they could help or get drink ect ( total contrast to the professional service at Stockport who couldn't do enough for you and were amazing, but just sadly didn't have the car I wanted). Our salesman came over and we signed for the car, we asked for the test drive, but was told it was to busy and there was no one available to take us out. We left disappointed but it was one of those things and I had driven a different NX so assumed it would be no different. During the course of the week I contacted Lexus regarding payment and delivery, I spoke to a lovely lady, who advised me I would get a call back. This didn't come until I had to ask my husband to phone. Due to the salesman being off and wanting to hand over the car we couldn't collect from Lexus as I had hoped and so arranged for him to deliver it to me. On the day of delivery I again rang and left a voicemail for him to ring me and confirm the payment had been recieved and delivery time, again no reply came. From an earlier conversation I was expecting the car around 3pm and waited in. At 3.20 I recieved a call to ask me to sort tax out for the car and they had been busy so were leaving soon. As the days are short and it would be getting dark by the time it arrived, I said I wasn't happy. The reply was that I could collect from lexus on Saturday at 9.30am or wait until Monday. As I had been without a car all week already I was keen to recieve my new one. My husband spoke to the salesman and he arrived at 4.30 with the car. Let's just say it wasn't an exciting, pleasant exchange as collecting a new car should be. I phoned Lexus to complain and spoke with a lovely helpful man. The manager phoned me back and was most helpful, he promised the manager working today would call me before 12, to address the issues, as yet I have not recieved this call(it's 14.00hours now). Be wary once you have purchased your car, other potential customers take priority over you and its like you don't matter to them. I am so disappointed. My husband purchased a Lexus from Stockport and had an amazing very different experience. Bolton I think you could learn alot from Stockport. I am now sorry and wishing I had purchased the car from Stockport even though it didn't have the spec I wanted. I feel totally undervalued and let down. The communication is dreadful and has totally ruined my experience.