My husband and I bought two cars from Eddie Wright on 18th October. Mark was our salesman, and he was great. He asked us to write a trust pilot review before we had even received the keys (he wanted us to write it there and then) but based on the service we had, we were happy to. 2 weeks later the wet belt on one car went (my car), I understand this is not Eddie Wrights problem as it was working when I drove away, so I was really appreciative when they offered to collect the car (from Newcastle), drop of a curtesy car and repair my car. They collected my car on the Tuesday, the following Tuesday I called for an update, I was told someone would return my call, but they didn’t. I called again on the Wednesday evening and was informed they were waiting on a part, but the part was on its way. The following Tuesday I called again and was informed the car was fixed (although they didn’t tell what work had been done) and they would drop it off on the Thursday after a couple of days of testing. When the car came back it was filthy. The outside was covered in mud, I overlooked this as it had been raining over the past couple of weeks and it would have been sat outside. All the screen wash in the car was gone, I put this down to the fact it must have been low when they collected it and I hadn’t realised. No one had even sat in the back of my car before it got collected but when I opened the door to put some bags down, the back seats were covered in crisps and there was mud on the seats (I assume from a baby seat as the isofix zips were open). After this I logged into my app to learn the car had been driven over 185 miles from the Thursday (when it was apparently awaiting parts until the Tuesday I called to find out it was ready). Every trip is logged, this employee was going to retail parks, fish and chip restaurants, friends (I assume) houses. I called Eddie Wright to query this as I was never asked permission for my car to be driven. I asked my brother who is a director at a Porshe dealership if this was normal, he explained cars do need a road test after work has been carried out, however, this is always done with the owner’s permission and if extended testing is needed, they should have contacted me. He said 185 miles was ‘insane’. When I called Eddie Wright I was advised by Sharon my car should only have been driven to and from the garage and she would look into it and get back to me. That was Friday, I then chased Sunday and was told no one was available that could help me. I e-mailed Jonathan on Sunday night querying the trips (with screenshots) and the state of the car but didn’t get a response. I tried calling again yesterday (Monday) and again, no one is available. The lack of communication when there is an issue is terrible (as per all 1-star reviews), this could have been avoided if someone has bothered to call me back. Very disappointing!

Very poor customer service I enquired about a car online and was told that car is £11.2k which I was happy with. Salesman and manager said that it is a really good price and wanted me to pay a deposit to secure the vehicle. Of course I paid the deposit. The vehicle was not ready at the time as was still being prepared. After 4-5 days I called multiple times to get an update if the vehicle is ready and was promised a call back multiple times but was being simply ignored. After a 3rd call to chase it up with a manager finally someone was willing to talk to me and let me know that vehicle is ready and scheduled a date to pick up a vehicle. I took a day off work, bought train tickets and planned everything. Salesman then called me 2 days later that they the price on the advert is incorrect and the new price is £12.8k which is over £1500 more. I wasn't happy with the new price and thought that's just not fair to treat a customer like that. I complained but also I offered to meet halfway at £12k - so they would still make a little bit of money and they would have a happy customer which I thought it's fair. Manager refused my offer and wasn't willing to come down on the price at all (not even £100) which is ridiculous based on the circumstances. Don't recommend...

My husband and I recently bought a BMW Hybrid from Eddie Wright, assisted by Lewis. However, on the day, he failed to show us the two charging cables included in the video we received prior to collecting the car. When we checked the boot, neither cable was visible, and we assumed they were stored in the underneath compartment. Unfortunately, only one cable was there. After a few weeks, while arranging a home charging point, we realised the 3-pin cable was missing. Expecting Eddie Wright to resolve this, my husband contacted Lewis several times by email without a response. We also called multiple times, either not reaching Lewis or being assured he would call back, which he never did. We then asked to speak to his superior, Jonathon. The conversation was accusatory, as if we had lost or lied about the missing charger. I suggested checking the onsite CCTV to see if a workman had removed the charger, but Jonathon said it had probably expired. He agreed that Eddie Wright should take responsibility for not checking or showing us both cables and proposed a 50/50 purchase of a replacement cable. Reluctantly, I agreed. He assured me I 'had his word' he would call back to confirm this after speaking to his boss, Richard. After two weeks, I had still not heard back from Jonathon, and so called Eddie Wright again. Jonathon said he had been on holiday and had no note to call me back. He told me that his boss, Richard, did not agree with the 50/50 arrangement and would not contribute towards a replacement cable. I was told I could email Richard if I had a problem with this, which I did, with no response. I trusted this company to be professional, as it is plastered all over their marketing material that they 'provide first-class customer service.' Our experience certainly doesn’t reflect that. We had other issues too - Lewis assured us that the car tax was in the lower bracket, but after purchase, he admitted it was in the luxury car tax bracket, costing us £500+ a year. The car also had minor imperfections that my husband had to ask to be rectified before purchase. We love our car, but will never purchase from this garage again. As soon as they had our money, they treated us poorly. If after-sales service is important to you, look elsewhere.

From entering the showroom we were impressed,Gary talked us through the layout of the forecourt of cars for sale. We walked around all cars available to open which was very useful to view. We narrowed it down to two which we test drove and made our decision. Gary navigated us through our options of purchase and gave us a excellent deal on our trade in.Nothing was any trouble he answered our endless questions which put us at ease.Our day of pick up went smoothly and we drove away very happy. Big thanks Gary will not hesitate to recommend the company and yourself.

Long and the short of it bought a car in January for £16k all good excellent salesman happy with purchase. Forward less than 2 months later issue with car phoned Eddie Wrights took car in to be sorted and got it back a week later and with a nice dent on front wing . Well that's where the customer service came to an abrupt end , after more than a week of calling them and getting fobbed off with we'll phone you back never did I must of phoned them a dozen times . So I gave the RAC a ring who the warranty is with turns out they claimed for a window motor on my warranty which wasn't what my car was in for . The RAC are going to investigate it meanwhile I'm seeking legal advice . As they say buyer beware 😏

An awful experience and had to make a Court Claim against them. I bought a Ford Mondeo in June. Sales team was excellent. Very prompt and quick to wrap up a sale but the after sales team was a very different story. Within a few days of buying the vehicle we discovered a few faults with it. Battery/Electrical issue, Key blades missing from the key fobs and the assisted boot opening was not working properly. On top of this, after inspection by a Ford Garage it transpired that the vehicle had been involved in some kind of accident. As the car was only bought a couple of weeks prior, I asked for the vehicle to be taken back and this was denied by their team manager Carl. He insisted that he would get the battery issue fixed. At the time I wish I had insisted and taken the matter further. Following the battery replacement to the expense of Eddie Wright the issue was not sorted as the car was still draining power. We contacted them again and they made another car appointment at a Main Ford Garage. The day before my appointment, I called the Ford Garage who had no record of any appointment. I then contacted Eddie Wright again who made another appointment at a different Ford Garage. I had to wait 4 weeks without the use of my car. Eddie Wright made no offers of help, nor did they even apologise. Unfortunately, by that time, the legal 4 weeks to return a car was expired. Although I had a request made in writing to the manager Carl, they denied having any evidence of this. Due to the issue with the electrical fault and the missing key blades I had to find a Car Locksmith to open the vehicle at a cost of £180 which I paid. Eddie Wright agreed to refund us the key blades. I called 2 to 3 times a week chasing for the payment and send them multiple emails, but they never responded. After 2 months I gave up and filed a Money Claim Court. The money was then quickly refunded to my account when the claim court was received by them. I left multiple messages to the General Manager, Paul Hutchinson, who never returned my calls and emails. Tried to contact the directors of the business by telephone and emails but again no response. Not even a single apology for the issues. Today, I am still left with fault on the vehicle with the Automatic Boot Opening failing to close properly. I am very upset of my experience with this company and their after-care team is very poor. I wish I had not bought a vehicle from them. On their website they proud themselves in delivering highest standard but that is very untrue. The General Manager and Directors could not care less of my issues. To date, I am still awaiting from a call back from the General Manager. I am currently in communication with a solicitor about the illegal deny of returning my vehicle within the allotted time.