John Kemp Land Rover

Service: Electrical
Sep 28th, 2022

Jan 25th, 2022

Great service wouldn't take my landrover anywhere else
Dec 27th, 2021

Dec 15th, 2021

A bit of a reluctant negative review as the mechanics were fab, but the manners and lack of professionalism of front of house woman needs addressing as today was the third time she was unnecessarily rude. First time: JK made an error in scheduling an appointment which meant that I turned up two days later. Firstly there was no apology and while the woman Diane kept repeating aggressively 'im not allowed to argue with you but...' she was clearly not even prepared to consider that she'd made a mistake. I then asked why noone called me to which I go the snotty reply 'oh we don't do that'. I quite fairly pointed out that that wasn't the best customer service policy, that either way an error had been made and my time has been wasted (plus I had a toddler with me and I'd travelled from Norwich) and that I wasn't impressed with her attitude on the whole thing. Even if I had made the mistake, which I later said to Sean on the phone, there was no courtesy, apology for a 'mix up' or attempt to rebook, just rudeness and a bad attitude which a customer should never receive. Second time: I called them when I got home to get the part name and number and Diane answered, she was snotty again and when I asked for the part info she haughtily snapped 'well I wouldn't know that information' I then had to ask to be put on the phone with a mechanic. Sean then smoothed all of it over, apologised and I agreed to book in again rather than go elsewhere. It was done and dusted. That SHOULD have been the end of it, but... Third time: I return this morning for the rescheduled appointment, and Diane, after I smiled and said I'd been taken care of, instantly started having a go at me as though I were a school child rather than a 37 year old woman, telling me off! I lost count how many times I had to tell her to stop, to let it go and that she was bang out of order to talking to me like that. She insinuated that I thought I was above her as it doesn't matter 'who I am' apparently, which I have never been accused of before in my life! I'm sorry but that was absolutely disgusting customer service, professionalism and frankly common courtesy. The only words she should have uttered today was a brief apology and laugh it off. To be honest I'd have settled for a 'good morning'. I most certainly won't be returning, and I will spread the word of how new customers get treated. I'm sorry I answered the woman back, but I won't be treated like that when I haven't done anything wrong and I'm the paying customer. - Shona, Longwater Farm, Costessey RESPONSE TO JK FEEDBACK: 1) Whether there was a mistake on your side or mine regarding the original appointment is irrelevant; the point is I was prepared to accept that it was a mix up but your receptionist is clearly still not able to accept that. Everyone makes mistakes and I called Diane weeks before the appointment and at the end of the conversation said to her "see you on the 4th" the date we made for my appointment, I was looking at my diary as I said it and even then she said "yes see you then". The fact that you're not even prepared to accept the possibility that you made a mistake, when are you are clearly in the wrong, is pretty bad. Had you called me on the day you'd booked me in I'd have dropped what I was doing and been there within half hour so essentially you wasted your own workshop time, which reinforced my original point that having a policy to not call customers is really silly...thank you for demonstrating my point. 2) I didn't need the part no etc because Sean smoothed the situation over, apologised for the mix up and we rebooked, again there was no need for Diane to he so agressive. So that point is completely invalid. 3) yes the rest of your staff was amazing, and Diane was polite the first time I came for a different job. Nor does it matter if this is the first time this has happened or someone has complained. The point is, it did happen and it shouldn't have happened and you now have the opportunity to make sure it never happens again. I suggest you take it.
Dec 2nd, 2022