Lexus Reviews 576

I purchased a 2021 Lexus NX 300h F-Sport Premium Plus, priced around £29k, from Lexus Birmingham in Sept 2024. Purchasing experience was good as the sales staff were helpful and welcoming. However, when I informed the dealership of irritating noises coming from underneath the car, the attitude of the General Manager became highly uncaring and unprofessional. … The service department had three unsuccessful attempts in Sep, Oct and Nov to sort out the issue, but unfortunately the noises persisted. It turned out that noises were due to the ‘creaking of chassis and suspension related components’ that made the car dangerous to drive and unfit for purpose. This meant that during Sep-Nov, we had been driving an unsafe car, without knowing that we were putting our lives in danger, though the GM at Lexus Birmingham knew the situation full well. In fact, by not taking the matter seriously, the GM’s inaction equated to ‘reckless negligence’ which is a criminal offence. … In Dec, I formally requested that the car be taken back, and full refund organised so I could purchase another car. In doing so I was exercising my right under the Consumer Rights Act 2015 (CRA) to ‘reject the car as a serious fault existed at the point of sale’, but the GM kept quoting company policies. Eventually, after several emails in Dec 2024, the GM agreed to refund what I had paid, minus usage charges. Although, following the CRA, the GM could have resolved the matter much earlier, he was intentionally delaying it. All this is well documented in my emails to the GM. … It is important here to mention that we returned the car on an afternoon in Jan 2025 but the following morning the car appeared for sale on Lexus UK website. I doubt very much that the problem of noise was resolved. A question arises here that if Lexus Birmingham did manage to fix the problem in one afternoon, then why their multiple attempts at resolving the issue remained unsuccessful. Now my worry is that if the next buyers do not test drive the car properly, then they may purchase the said car that is ‘unfit for purpose’. … At the time of writing this review on 28 Jan 2025, the car is still being advertised for sale via the Lexus website. I would suggest that Lexus UK look at my emails to the GM and investigate the way the GM at Lexus Birmingham deals with customers and how he conducts his business at the dealership. I would also suggest the buyers to be aware when purchasing at Lexus Birmingham.
................ Rehana (Zaigham) Mahmood

Disappointed with Poor Service Experience at Sidcup Lexus

I’m deeply disappointed to be writing this, but my experience with the servicing team today was unacceptable.

I had booked a service online following the usual procedure. Given that the garage is 45 minutes away, I clearly noted in the booking that I required a hire car for the day, as I needed to pick up my two young children from nursery. This morning, after an hour-long drive through traffic to reach Sidcup, I was informed on arrival that no hire car had been arranged.

I was directed to the service manager, who read out my booking notes, confirming that I had indeed requested a hire car. She also mentioned that a voicemail had been left to inform me there were no cars available. That was the extent of their effort to communicate this critical information.

When I questioned why they hadn’t made additional attempts to contact me—such as calling again or trying alternative communication methods until they got a response—the service manager’s responses were both dismissive and unprofessional. Her exact words were, “Do you think we should have continued trying, yeah?” followed by, “There are no cars available today. I can’t magic up a car for you.”

During this conversation, another instance of unprofessionalism occurred. Nearby, some Sidcup Lexus staff were swearing loudly in their conversation, which the service manager also overheard. She interrupted our discussion to shout “Oi!” at them, calling attention to the inappropriate language. This added to the overall feeling of poor standards and unprofessionalism throughout the experience.

This situation caused significant inconvenience to my family and me. My wife had to take the children to nursery before heading to work, resulting in her being late to her office. I then had to drive an hour to drop off the car, disrupting my own workday. On top of all this, I was subjected to condescending behavior and poor communication from the staff.

Adding to the irony, while this ordeal was unfolding, I was receiving emails from the Lexus sales team about potential new cars—highlighting a glaring contrast between how Lexus handles sales versus servicing.

I chose Lexus for its reputation for prestige and exceptional customer service, but this experience has left me questioning whether I want to continue my relationship with the brand.

Lexus Bolton
An approved used car no longer means approved used! They buy them by auction without a Lexus service history, they are vague about the history of the car and dodge awkward questions. They argue the toss with you when you call them on it and make you feel like your a problem.
They showed me a figure which I could afford and didn’t clearly explain that there would be another payment to come out due to there being some negative equity on my trade in.
This was never the case before and the staff couldn’t work out what it was and didn’t come back to me until 3 weeks after I asked. (I had to contact them)
They promise to contact you and don’t bother.
They then often say they have been on holiday even though there is no out of office on their email. From walking in before you’ve decided to buy a car they try to force additional products down your throat, extra insurances paint protector etc.They even add them to the price without you wanting them in the hope you’ll feel awkward refusing them. Whilst being excited about collecting a new car they try and groom you to leave them 10/10 reviews when Lexus Uk call for your opinion.
Then to top it all off they send a manager in to groom you some more.
They even call you a few days after you’ve driven away to ask if you’re happy with the car then try to make sure you’re happy to leave them full marks.
Just so we’re clear that this isn’t just the staff the manager is the biggest lier of them all. Don’t use Lexus Bolton!! Don’t take anything for granted!!! Ask as many questions as you can, Wait for answers!! Don’t be took in by them pretending to remember your name and offering you coffee!!!

Mid-sold a used vehicle in regards to service history. Had to pay out of own pocket due to the mis-selling, no response from Lexus hierarchy, only customer relations. No urgency when the customer (us) is out of money, but when you owe them money they’ll be straight on the case.

Lexus Preston is such a nice place no pressure selling here the whole experience was just wow I kind of felt at home and didn't want to leave ii did not buy a car but was made to feel important and appreciated even after telling the staff that I was only window shopping even after that they went above and beyond giving me coffee and even offered food I will be back once I'm confident in making the move to ev. From what I've looked at at other dealerships lexus looks the way forward.

I recently purchased my car from Snows Lexus Exeter, and I must say the experience was nothing short of exceptional. Ella, the sales executive who assisted me, was incredibly professional, knowledgeable, and attentive throughout the entire process. From the very first interaction, she went above and beyond to address all my enquiries, ensuring every detail was taken care of seamlessly.

What truly stood out was the level of customer service I received—not just from Ella but from the entire team. Their dedication to delivering a premium experience is evident in every aspect of their work. I felt valued and well-cared for, and their genuine passion for what they do made the entire journey enjoyable and stress-free.

If you’re in the market for a new car, I wholeheartedly recommend Lexus Exeter. Their commitment to excellence and customer satisfaction is unmatched. Thank you, Ella and the Lexus Exeter team, for making this such a memorable and rewarding experience. You’ve set the bar for what premium service should be!

Just tried to book my car in with Lexus (Johnsons) in Liverpool. Person not helpful, first question was "did you buy the car from us" and when I said no the lack of interest was clear. I asked for the car to be collected, as they did so previously, as part of the booking and they said they had never offered this service!!! Poor experience.

lexus at cardiff took time out to go through the cars controls with me although i didnt buy the car from them so a big thank you to ollie who put me on the right track

I recently bought a brand new NX. Initially I found it on Autotrader. Went to a relatively local dealership to take a close look at the car, but they didn’t have the spec’ or price to match so I ended up buying from Lexus in Swindon.
I’ve never had a Lexus before but by most measures , reliability quality and to some extent value they always score highly. I also believed that this would apply to the dealerships and their colleagues.
I’ve scored my experience of buying at 3. That’s because it was my decision to buy a car almost 300 miles from me and to deal with their colleagues either online or more usually via telephone.
What I would offer Lexus Swindon is some feedback in customer service and it’s meant with good intention.
I had dealings with Lexus colleagues in Birmingham, Wolverhampton and Cambridge. Without exception they were helpful and supportive and very professional. Had any other of those dealerships had the car spec at the right price I’d have bought from any one of them without hesitation. I guess buying so straightforwardly and for the sales colleague to get a sale ‘in his lap’ so to speak might have been a factor , but the young man I dealt with was not in the other dealerships league from a customer care perspective.
Everything was like pulling teeth and a bit of an effort Any and everything required me to prompt him for the next steps. I even explained that I would need my hand holding at every stage. I had an issue with the docusign process. Response , ‘I’ve never known anyone else have that problem’. But no advice or help. I was asked to get certain documents back to him as soon as I could. I did. Then he emailed me , this is after speaking with me only the day before saying that he’d filled one of the documents in incorrectly , could I do it again.. This after having explained how I would need help if any of the forms required even the most basic of technical know how. He wasn’t really interested.
Even when valuing my vehicle. I explained to him and quoted verbatim from the autotrader protocol about condition and price . I offered to send a video and pictures , no apparently I didn’t need to do that. Yet he disputed my comments about condition , implying that things like stone chips must be an issue. I do understand the need to get things accurate, but the tone and behaviour wasn’t at the other colleagues I encountered level of customer service.
He initially said that he’d arrange for one of their new vehicle specialists to do a video call, but never followed this up. I’ve also now had the car for a full week. No phone call to ask how things were going. I was given only one key with the new car. Apparently a common practice with Lexus because of issues with semi conductors and short supply, they decided ages ago to not slow down delivery lead times. I never got a call about this and had to chase it up myself. It turns out that my fella was on holiday so I spoke with two other colleagues from the dealership, again both head and shoulders above my chap. In my profession, which was all about customer service and interaction we were measured on satisfaction and incentivised . If I was planning a holiday I might have let the new customer know that I was away and if he had any concerns to contact another colleague. I’d also have made him aware of the key issue. All these things didn’t make the person , a rude or obstructive individual. He just didn’t make the whole buying process particularly memorable or even enjoyable. Hence 3 stars. I used my own money to buy a car from a new brand , I wasn’t impressed at all. We will see what happens when I turn up at my local -ish dealership on Friday to collect a second key, let’s see what they’re like.
Did it matter ultimately? No. I bought the car because wanted it.
I guess the question for Lexus Swindon is, why would your sales colleagues vary so much in service levels?
I would assume that the benchmark was the other three dealerships that I spoke with, as they were the majority. Perhaps not having to do very much made life too comfortable for the guy I dealt with.
Does it matter? Yes. I think it does. I certainly wouldn’t buy another vehicle from Swindon next time around. I would though buy from one of the other three dealerships and I’d certainly take my vehicle for servicing there. Whereas not Swindon .
I would also tell people about their customer care. And some people wouldn’t be impressed enough to continue with an enquiry. So , yes , it does matter to people.
I haven’t named him because it wouldn’t be hard to get in touch with me for that information.
I did expect better service when I’m investing in such a relatively expensive purchase. And from a proported quality brand. The date of experience, below I have made as the day I took ownership . That should narrow it down to who the colleague is.

Small damage to the door found after it was purchased , My fault because i signed a damage waiver when the AA came to access the car due to the battery running flat even though that is AA company policy. The AA mans fault because according to Lexus Bolton he damaged the door when removing the key cover on the handle, i watched him and at no point did any damage occur. In the end one of their sales team attempted to paint over the damage, not the best job and i was told that’s the best i’m going to get, not what id expected from a Lexus dealership …so disappointed

Excellent service at FRF Lexus Cardiff. The staff were all very helpful and welcoming. A special mention for Sean Reed who helped us through the process with great professionalism and accommodating attitude. Also a mention for Ollie who looked after us when visiting the showroom to learn about our first all electric car.

Awful awful company with cars that lack any kind of security when things wrong. Don't believe the hype.

Ordered car charger with new LEXUS late November still waiting on a site visit. It was subcontracted to Bordgais/Easygo asked again today and they will get back to me with a date. Very poor service. Really good advertisement for Electric Vehicles.
Lexus need to take some hands on responsibility to sort this out

Received great help from Anthony today setting up the controls.

Excellent service at Snows Lexus Exeter.
I visited Lexus Exeter yesterday on 17/12/2024for an annual service of my ES300H.The service provided there is perfect,The personel was very helpful and very friendly.Thank you.I am commpletely satisfied and I highly reccomend Lexus Exeter.

I would like to thank all the staff at the Gatwick dealership and in particular, Alex who was very helpful and accommodating in the purchase of my recent LBX. Despite many obstacles Alex worked hard to overcome them and get the car I wanted in record time and also to help me sought out an issue with the DVLA.

When I purchased my Lexus the nearest place I could get a recognised service was Plympton 73 miles from my home in Cornwall . Then earlier this year that branch closed, that meant the nearest service place was Exeter 107 miles from my home. As I am a pensioner and do not relish driving at night besides the additional cost of going that far I would need to pay overnight accommodation . So I decided I had no alternative but to sell my Lexus I was shocked by the level of depreciation in this low mileage vehicle that I had for just over a year. I contacted Lexus who were less than helpful!

I have had my Lexus for nearly 2 years, it is a 350nx hybrid. I have had 4 issues with the car battery not allowing the doors to open, each time I had to wait for the AA arrive. Yesterday; the doors opened, I got in, pushed the start button; then everything went wrong. The doors all locked, the whole system shut down, I could not get out of the car. I had to sit in the car; luckily I had my phone with me. I was able to contact Lexus; it took over 30 minutes to actually speak to somebody who knew how to help. They told me how to release the drivers car door. If the car had caught fire, or myself following a panic attack, became seriously unwell, nobody could have got into the vehicle. I keep being fobbed off as to why this happens. Surely this is a dangerous issue.
Lexus customer service has been appalling. I would seriously not recommend this vehicle to anyone

On Wednesday last week I took my Lexus car into Lexus ( Star City ) Birmingham for my annual winter check.

I have had 4 Lexus cars, all from Lexus Birmingham, over the past few years my last and current one being a brand new 18 plate GS 300 Executive Edition - one of the last to be made apparently - and which still drives like an absolute dream.

Lexus Birmingham is always, but always, absolutely spotless - so spotless that the undersides of all the vehicles on display are clearly visible on the highly polished floors without the aid of mirrors.

My greeting at reception and always by name is, without question, absolutely exemplary and always accompanied by lovely, friendly chat with the receptionist about this that and the other. And before I've hardly sat down on the comfy settee there is a cup of tea and a biscuit, or two or three waiting for me.

With regards to my visit this time all I had booked in for was a routine winter check and a valet and even though it was a low cost visit the service provided at the service desk was no less impressive and faultless than if I was going to collect a top of the range brand new car.

This time new wiper blades were recommended, permission was given and withing a few minutes my car delivered back out at the front of reception gleaming and spotless, as always.

It is impossible for me to speak more highly of Lexus Birmingham, particularly of all the incredible staff working there because no matter how mundane my visit I am always treated like royalty.

Thank you everyone at Lexus Birmingham.

Had my car in for winter check. As usual good service and staff were excellent and courteous. Thank you Sally, Elaine and Christian for your excellent customer service.