WITHOUT PREJUDICE
My recent experience with Volvo Poole can only be described as a pantomime, read on.
Act 1) I visit the showroom and Marc briefly explains the different electric vehicles to me and promised to send me the UpToDate information on two of the cars. A 10–15-minute visit to inform of Vehicle electrification WOW.

Act2 having received nothing I revisited the showroom and Athol apologised saying he would send me the required info, also informed me that Marc was an excellent salesperson and maybe I should recall him about my new purchase.

Act3) After I received the info, I called the showroom and was informed that Marc was not available and that there was a message for him to call me tomorrow.

Act4) As I never received any call, whatsoever, I returned the info to Athol and suggested that maybe I had upset someone, G*d Knows How, as I pride myself on being courteous at all times.

Act5) My XC60 Was booked in for a service and MOT, the car was collected, the works done and returned to my home. (Something that in the past was an excellent service, although I do understand the other dealers do the same)

Act6) I did not use the car for a week, mileage shown was proof, when I noticed a minor scuff on the rear of the car. I drove straight to Volvo Poole and reported the problem.

Act7) After waiting over and hour, no service manager available, I chatted to an excellent young man who seemed to be in charge of sales, he was horrified to hear of the above and would send me the info I require, and he would handle the sale.

Act8) Nicola arrived on the scene and she noted the dint on my car and immediately remarked “I do not think that one of my staff would do that and not report it" she then went on to say that she would "ask H/O to send her the days CCTV recording", she took no photos and made no notes.

Act9) 10 days later I received an emailed from the head of sales (JOHN) saying “so sorry we were unable to be of assistance to you”.

Act10) there then follows a stream of emails between John and myself with me telling him why I would be very unlikely to deal with Volvo again and he trying to placate me. I asked why Nicola has never returned to me over the dint in the car which was obviously caused by Volvo when they had the car in for the day? he says he'll investigate!

Act11) John calls me and says, NOW THIS REALLY IS THE CUSTARD PIE SCENARIO, “Nicola, service manager, was unable to view the CCTV footage as the system being used by Volvo Poole was broken down AND HAD NOT WORKED for 5 days. YES, I KNOW AS N!GEL FARAGE WOULD SAY YOU COULD'NT MAKE IT UP.

Act12) I emailed John, head of sales on 26/07/23, with a copy to the senior management, explaining that at aged 77 I am worn out trying to deal with Volvo Poole, they’ve worn me out (was that the plot?) to this date I have not received even a common courteous, acknowledgement, or the decency of a reply to my email from Volvo Poole.

Will be interesting to see how Emma respond to this review; I hope not the stock type response she has placed on other Trust-pilot reviews, which seem to be a polite get stuffed, Will there be a curtain call, I think not, Volvo Poole can just bow out disgracefully.

The cars are good, its Volvo Poole, that when treating customers with total and utter contempt are the problem we deserve better.
PS, the one star is for the receptionist, lovely lady and really knows her job.

31/072023 "O" dear, Emma, whilst I did not expect you to be open, up front and unbiased I did not consider that you would be using the Volvo Poole mentality of denial and head in the bucket approach to this very bad treatment of a loyal customer.
let's analyse your response,
(1) No mention of the fact that your service manager took over an hour to be bothered to speak with me and only did so when reminded by a salesperson that I was still waiting.
(2) You ignore the fact that the service manager took no notes and or photos to investigate the damage claim.
(3) Are you in a position to say why the service manager never contacted me after the complaint and it was left to the sales manager to inform me that the CCTV system was out of order for five days so there was no evidence, either way, that the damage was caused when the car was within the security of Volvo Poole? to this date I have still not been contacted by your service department!
(4) I do agree with your assumption that I was not going to replace my XC6 with one from the Poole dealership for all the obvious faults that Volvo Poole were unable to solve. Can you blame me?
(5) You seem to gloss over the fact that the previous sales attention was so bad that the sales manager, John, DID apologise for the fact that I had been let down at the very beginning of my search for a new vehicle.
(6) You say that "we feel we have done everything that could be reasonably expected to try and help you in respects of your current car. Sorry Emma you are wrong.

Popped in for an MOT for my XC60, popped out having purchased an XC90!! Bought my XC60 two years ago from Volvo Poole and have been a faithful customer ever since. Gave me a decent price for my car, but we always want more, but gave me a good deal on the XC90. Lewis is the man to blame for my latest expenditure. Don't talk to him unless you want to walk away with a new car and a belly full of coffee!
That being said, I have always found Volvo Poole to be accommodating and helpful if they can. Lewis's sales and aftercare was second to non, all my calls were answered and emails replied to, even after hours, which is commendable. I popped in yesterday to purchase a rear windscreen wiper as mine sounded the fingernails on the blackboard of the Jaws film and as I had only purchased my car 2 weeks ago I was given it for free as it could have been replaced prior to purchase. I have no bad things to say except a bigger car park for the customer, but that just shows you how busy and popular they are.
See you in a year for the next MOT and an upgrade!!

We part exchanged our car in September. We had to wait until January for our new hybrid car. But, this wasn’t really the problem. They had issues selling our car because they couldn’t get a certain document from the DVLA.

We had to chase and chase for an update on the new car as the girl that sold us it had left, and we kept being reassured of a full contact about where the process was… never happened.

Then, The new car had intermittent faults all the way through, ultimately resulting in the car breaking down.

They had it collected that day and assured me a car within 12-24 hours. 3 days later they found a temporary car for us. By then we had already arranged to collect our car on the fourth day. So it was too late. They had no idea what was wrong with the car. I had to travel 40 miles to go and pick it up, because they refused to return it. When I got there, they gave me the keys, but there was no car, it took me and a member of their team 15 minutes to find the car, it was tucked away, ready for resale.

Then I received a fine from the DVLA about my previous car being driven untaxed on the road. The one that I had part exchanged with them over 6 months prior.

Finally, I needed to change the finance on our new car to a different account. I asked for their help on the matter as the only paperwork I have is from the team at Volvo. They weren’t interested, still aren’t.

The staff are useless, uninterested (both in person and over the phone), and seem to do nothing and try and look pretty. Won’t be using them again.

Very helpful salesman, car well presented at reasonable price. Very pleased with car, not needed a service yet but overall experience pleasant and confident in their cars.

Just popped in to showroom to look at what was on offer . Shown a couple of cars and James was very knowledgeable and helpful and not pushy ,was a pleasant experience that ended with me changing my car a lot sooner than I thought I was going to .

Volvo xc40 WA68HLO

Before I took the car for last service, I booked an inspection because of the car had an oil problem , the only thing that was done was to give me a bottle of oil to fill up, but the problem persisted and on last service again was mentioned the same problem , so the service was done and points checked and the car came out from Volvo with the same problem ... so who is in fault in this situation?! Again the problem maintain and was explained the situation again, took the car back to be checked , the stayed 3 days in your garage, no car was offered in returned so i was carless this days, was sent this check-up details with the value of 0 to pay , and even so, should be asked if needed to pay anything it should first mentioned to the owner to be aware of the spent and to give the authorisation to carry on the job...after calling a date was given to pick up the car and the car was delivered to me dirty not even Volvo had the effort to clean the car before the return, this is the service that now Volvo offers to their clients????? Then this invoice was given to me to pay for something that i wasn't aware and to take the car i needed to pay that amount... plus, these young chaps having coffee with cup in had and elbow sitting on the engine, that is a good image to have ...
I worked for Volvo before for 25 years and never in my life had to experience this attitudes, lack of professionalism.

I wasn't sure what car I was getting, and was honest with Mark the salesman about the competition. It wasn't a problem, a representative test route was set out, and no pressure test drive. Mark knows his cars really well and pointed out the v60 features. Start to finish a pleasant experience, no pressure sales for the extras, and a good deal on finance and service plan. Very pleased with the outcome. A little bit more exclusive than the usual brands, and a great looking car

Volvo servicing department show a really poor attitude towards Volvo owners with 'old' Volvos. A number of issues.
1. They are refusing to repair a known fault in my XC60. Windscreen leak. They want to just replace the windows and charge over 1k. Usually known faults mean a recall, but Volvo have swept this under the carpet, call our cars old and wash their hands of the situation.
2. I have a leaking washer bottle. They tell me it's fine , I know it's not. It seems they are happy not to support customers with older Volvos, however in a recent service, they said its a great car and worth keeping. ( Not if they create barriers to fixing it)
3. They don't like giving out courtesy cars. Evidently a 2 month waiting list. This is clearly not true. No large garage could function like that.
4. Volvo have lost faith in a customer and user of Volvos of other 30 years.
A disgraceful regard for customer service. Only interested in charging large bills to people with newer cars.
Goodbye Volvo.

Very helpful staff. Ben Schofield looked after me all the way through the sales process, always had time to answer any questions and made the whole experience straightforward. I would recommend Ben and Volvo Cars Poole

Great cars, would use again.

Just this past week I purchased a used V60 Mild Hybrid car.
From my initial enquiry to collection day everything was handled with utmost care and consideration.
Kate Lawrence has been an absolute star as far as we are concerned, the car was sorted, our car was taken in Part Exchange with no hassles or issues.
Collection day, the car looked like brand new, shame that only lasted for 15 min as it was raining on the way home and now looks like I have been rallying in it...
A great experience, friendly & knowledgeable staff, and 1st class cars.
Keep it up Volvo Poole, you’re a very rare thing in the car market.

The finance company of Volvo says 10 different people 10 different answers. Just want to say I'm totally disappointed,if buying Volvo I can't drive to my origin country which is EU country and in Norway which is nice country,can't drive there as well for holiday,that what Volvo finance says. What is the Volvo for ? Driving between UK countries only? Why do you need a big massive JEEP car like XC90? For going to Wales ? No thanks. Need to be for snow or mountain off road countryside like places in Sweden or Norway or any other places like that .

I would like to thank Leanne for her excellent customer service in solving the issues I had with my V60 tailgate and sunroof
Chris Caunter

I bought a V90 T6 brand new in September 2022. Sale was easy I knew what I wanted and they had one - they couldn't get the paperwork right on the finance docs no matter what - I had to tell them the figures didn't add up - It was four occasions that I was sent paperwork to sign for the purchase of one car. Funny enough it was never the fault of the person I spoke to on the phone though always someone else. I never did get a survey form...

I have now purchased two Volvo XC60s from Volvo in Poole. Both times the selling process has been nothing short of outstanding. I also use the dealership for servicing and have never been able to fault them. Unfortunately, yesterday I noticed a fault in my latest XC60 (purchased brand new in December 2021) whereby the car would’t open and the electrics had completely failed. I called Volvo On Call who impressively arrived within 1.5 hours. They diagnosed the car as having an alternator fault and arranged next day collection. I was told that a courtesy car would be arranged as soon as the car had been assessed by the dealership. I did think this was a bit strange as the car wouldn’t get to the dealership until the following day so would inevitably be without a car for at least 24 hours. We have two children and the XC60 is currently our only family car, so we rely on it solely. We also live rurally and are at least 45 minutes away from the nearest big town. Fast forward to today where the car was indeed collected and taken to the Poole dealership, as arranged. I tried calling Volvo On Call and Volvo in Poole to establish whether a courtesy car could be triggered earlier given the circumstances. I was told by Volvo On Call that Enterprise (who provide their courtesy cars) would be in touch with me to arrange a car. I spoke with Nicola at Volvo Poole several times who was very helpful and tried really hard to work out why obtaining a courtesy car was proving so difficult. Enterprise didn’t call, so I called them and I finally got through to Enterprise Trowbridge who advised me that we would have to wait until MONDAY at the earliest for a courtesy car. When I delved a bit deeper, it appeared that a car couldn’t actually be delivered, I would need to be COLLECTED by someone from the Trowbridge branch (a 2-hour round trip) who would the drive me back to the depot for me to collect the courtesy car. I was absolutely disgusted, especially when I was told that a car would be delivered. I work full time and can’t just take time off last-minute. Nicola at Volvo Poole kindly offered us a courtesy car to collect tomorrow, which unfortunately isn’t possible as we just can’t get to Poole (1 hour away). Even if I could get to Poole, I can’t afford the time being a busy working parent. So, here I am, with no car (mine or courtesy) and no prospect of having a courtesy car delivered any time over the weekend or into next week. I am so disappointed that nobody from Volvo Poole’s sales/after sales team has phoned me since yesterday to apologise for inconvenience caused over the last couple of days. They were very good at getting back to me during the sales process, sadly the after sales isn’t as responsive.

Having viewed a couple of (what ended up to be below average) used XC90’s from non dealer garages I decided to take the plunge and go direct to Volvo Selekt. Having reserved the car over the phone and then travelled 150miles to collect the car i was a little concerned with the state of the car. However upon collection i was very impressed with the condition of the car and the work that volvo had done to the car to transform it from being a used trade in, to a nearly new car. IMO Poole had gone the extra mile in this respect and this gave me confidence that the car wouldn’t cost me a penny in any aspects until the next 12month service.

I've been waiting waiting 10 months for my xc 40 R design plug in hybrid through lex auto lease I'm doing 3,5 thousand a month where is this car.
I'm not happy do something.

Went to Volvo cars Poole two months ago to have a four wheel alignment done on my 1998 V40. They were extremely helpful and kind, very sympathetic to my old car and didn't try to write it off and sell me a new one. Also their four wheel alignment prices were cheaper than what the local tyre fitters charge, plus you get a much better service!

I'm very interested in a new V60 for my next car, so looked round one in the showroom while I was waiting and no salesmen came over to hover round me which was bliss! I then asked to speak to a salesman when I was ready, where I was promptly greeted by Marc who was very helpful and kind, and gave me all the information I wanted without pressuring me into buying a car there and then. Also had a good chat about the older models!

I've had a pretty bad experience with other car dealers over the last few years with poor sales and aftersales (both Volvo and Renault), but Volvo Poole have completely restored my faith in main dealers. I'll definitely be back to order a V60 when I'm ready!

Recently purchased a car from this dealership - for the first time.
Checked the reviews first and I was not disappointed. They offer a very good sales experience. Honest and knowledgeable.
The salesman was Marek and I would recommend him for general customer service and in his knowledge of cars. He was not aggressive in his sales technique but enquired of our needs and then helped us through the choice in vehicle.