Lexus

Popped in one Sunday afternoon after feeling slightly deflated at the very poor customer service from staff when I walked into numerous other car dealers that day. Graham at Lexus was/is outstanding, professional, friendly and made the process from start to finish effortless on my part. Thank you!

I am very disappointed with the after sale service I received from Lexus garage in Edinburgh. Having previously owned 3 Lexus cars and buying it from Lexus garages in Norwich and Leeds, I have never experienced such unprofessional approach. One month after the purchase and at least 6 emails chasing outstanding documents, I still have not received the correct service book for my car. I was sent the wrong one one month later. That is certainly not the service one would expect from Lexus!

On arrival at the garage we entered into reception, no hand sanitizer available as machine was empty, not a good start. Went through the door where a receptionist was sitting yet to be acknowledged, didn't even smile or even register the fact that we were in the building, so rude. We walked through the showroom and were passed by an older member of staff who must have thought we were invisible also as didn't even make any attempt to acknowledge us.

Very bad customer service. We finally found someone to ask if we could have a look at some cars on the forecourt the woman said she would go and find someone and she showed us to a waiting area. We waited at least ten to fifteen minutes before she came back with a member of staff. We proceeded outside to look at the cars, I asked to view what I thought was a black car but was put in my place and was abruptly told it was grey.

I've never felt so out of place in any garage I've ever visited. The salesperson went back inside and got keys plus had informed the sales manager for used cars to come out to see us. I asked several questions about one of the cars and was politely told lexus was really the car he knew about most. Surely if they are selling the cars they should know about them.

No offer of a test drive or even to have a proper look at the cars as he was too cold and wanted back inside. His attitude wasn't any better than the rest of the staff we had already dealt with. He was quite taken aback when he asked how we expected to pay for the car and we said it would be finance. We went back into the showroom he went away to get an appraisal form for our car on him going away we sat for ten minutes and decided this garage was not for us.

We felt all the staff were looking down their noses at us. Very dissatisfied with the service and will definitely not return. Couldnt even understand why face masks were not being worn by any member of staff.

Excellent professional service from Stuart. Just the standard of service we had hoped for from Lexus.( and a brilliant car too!) If the after sales service from the other departments is as good we will be delighted.

Recently bought a used car. Fabulous service from Graham and the team. A little issue a month in. No problem to come in and get it checked out. Everyone eager to make your experience with Lexus as comfortable and as pleasant as possible. Special mention to Rachel, on reception, for taking the time organising tea, coffee & snacks.

Gavin brown is a legend bends over backwards extremely professional sales manager been dealing with him over 15 years! Never fails!

Just changed over from BMW to Lexus, found the staff to be extremely helpful and knowledgeable, I asked for a 24hr test drive and it was no problem at all. The car took a little longer than expected but this was due to circumstances outside the control of the company. The sales person (Ross) kept in touch and made the whole process from ordering to hand-over as smooth as possible. From a customers perspective the team made us feel welcome at all times and be felt our business was genuinely appreciated.

Brilliant service before purchasing the car. Could not fault. Extremely Poor after sales service. I did not check if everything was working as I had just purchased a "Lexus Approved used car" and realised the USB port was not working when I started driving down the motorway. After numerous emails I have just been told Sales manager does not wish to pay for the USB port to be fixed. Extremely disappointed. Please CHECK before collecting the vehicle.

Was ok at first, friendly, helpful but a bit slow then aftercare is terrible. Asked for info to allow tax to be cancelled on old car but not given and clearly not updated at their end and feel I'm being ignored and not helped. Terrible after sales care but quick to sell. Very disappointed in this company and Graham. Usually motor traders update this to allow tax refund but feel let down with lack of help.