Charles Hurst Land Rover Belfast used cars in Antrim

Post enquiry we received a personal video with commentary showing us the car which was very helpful. We had a good chat with Dougie about the car then went to the showroom to have a look at the car . Not once during the process did we feel under any pressure or obligation to purchase the car. Dougie was very straight, professional and he added a couple extras to make it even more special. It was a very enjoyable experience and my wife love her big new wheels.

Extremely poor after-sales service. We booked our Range Rover Velar for a service and collection with Charles Hurst Land Rover Belfast on 24 August and received written confirmation. Nobody turned up to collect the vehicle. When I called, I was told there was no booking on their system and actually had to send them a copy of their own confirmation email. I was then told the matter had been escalated to management and someone would contact me. Over two weeks later, nobody has. Since then, emails to the contact provided have bounced back and repeated attempts to telephone the service department have resulted in sitting on hold for 5, 10 and 15 minutes without getting through. People are busy. Customers should not have to spend their time continually chasing a Land Rover dealership because of its own administrative failure, particularly when there appears to be no effective way of contacting anyone to resolve it. For a premium brand, the whole experience has been remarkably poor. Very efficient at taking bookings and customers’ money; considerably less impressive when something goes wrong and some actual customer service is required. Still waiting for someone from management to contact me.

My Defender was left in for a 2 year service and warranty work to the trim around my front mud flaps. My service was carried out at 17303 miles. Today the mileage is 17347. It was only today when getting ready for along trip I checked the oil. which is quite black. I checked the invoice and it has been changed. When checking the bill I noted screen wash at 8.73 plus VAT. I'd filled my water bottle a few days before. There's no screen wash in it! You also charged me for a new battery in my key that I had replaced a few weeks earlier. These are minor things I know. However the car had been booked in for 2 days to sort out the service and trim as the customer service manger and worship manger were very helpful and agreed it didn't look right. I was delighted when by lunchtime on the day I left it in I had a phone call to say the service was completed. I asked about trim and the guy said the workshop would look at it. I picked the car up at 4pm, they said they tried to fit a clip, however a week later the gaps are as bad and the trim is loose. I only done 40 miles since the service.

My recent experience was excellent from start to finish. The booking process was straightforward, communication was clear and timely, and I was kept updated throughout the service. The staff were welcoming, friendly, and professional, making the whole experience stress-free. My vehicle was returned on time and to a very high standard. A special thank you to the service advisor and the entire team for their excellent customer service—they are a credit to Charles Hurst Land Rover Belfast. I would happily return in the future and recommend them to others.

I am extremely disappointed with the customer service I received. My Range Rover went in on 30th June at 9:30am for what was supposed to be a one hour diagnostic. At 2:46pm, having heard nothing, I rang for an update and was told my service advisor, Ross, would call me back. No call came. I called again at 5:27pm and Ross told me the technician hadn't yet given him any feedback. The following day, I called at 12:53pm and asked to speak to Ross. I was told he was busy and would call me back. Again, no call. On Thursday at 1:50pm, I rang once more and was again told Ross was busy and would call me back. I explained that I had been waiting days for a callback and still hadn't received one. Eventually, at 2:25pm, another colleague phoned me and explained what was wrong with the car. I told him that was fine and asked him to send me the bill so I could get it sorted. He said Ross would email it to me. Once again, no email arrived. On Friday at 9:40am, I called to explain that Ross still hadn't sent anything and asked to speak to his manager. I was told she would get back to me, but once again, nobody contacted me. The lack of communication has been shocking. I have repeatedly had to chase for updates, promises of callbacks were never kept, emails were never sent, and even my request to speak to a manager resulted in no response. This experience has been frustrating and has fallen well below the level of service I would expect from a premium dealership. Based on my experience, Ross clearly needs more training in customer communication and customer care. If you tell a customer you'll call them back or send them information, you should follow through. I was repeatedly promised callbacks and emails that never arrived, leaving me to chase updates myself every step of the way. I appreciate that workshops can be busy, but keeping customers informed is a basic part of the job. This experience fell far below the standard I would expect from a premium dealership, and I hope improvements are made so other customers don't have the same experience. Land Rover Boucher Road N.I