September 2023 by Roumen Doukov
I placed an order for a set of 4 Goodyear tires, and based on the images on your website, it was indicated that these tires were manufactured in Germany. When I arrived at the Guildford fitting center, I made sure to confirm with the staff member present that the tires were indeed "made in Germany," and they affirmed this.Following the tire fitting process, I received a call from the staff member who attempted to upsell me on an additional wheel alignment service. However, it came to my attention that there was an issue with a rusted bolt that could potentially lead to a snap, and I was informed that I would be held responsible if this occurred. Given that I had my wheels inspected by Jaguar just 3-4 months prior and they were found to be in good condition, I declined the wheel alignment service. I requested that they proceed with the original job that I had paid for.When I returned an hour later to pick up my car, the staff member brought my car around and handed me the key. Upon inspecting the tires, I was taken aback to find that all four tires were labeled as "made in Slovenia."When I inquired about this discrepancy, the staff member explained that your company does not have control over the origin of the tires and simply fits whatever tires are received from the manufacturer. Essentially, this means that your company advertises tires as being made in Germany on your website, but then installs tires from a different origin.Upon returning from the service center, I dedicated around 30 minutes waiting on hold to connect with your "customer services" department. During my conversation with the advisor, I raised the concern regarding the disparity between what was advertised on your website and what I was provided. In response, the advisor mentioned, "We simply republish images supplied by the manufacturers, and unfortunately, we lack control in this aspect." ?I believe it's important to note that selling items online that do not align with the provided description or images is generally considered unlawful. It's imperative that you are aware of this legal perspective.Given this situation, I have decided that I will no longer be using your company's services in the future.
August 2023 by frederico pereira
Had a noise in one of the wheels. Left the car a few hours. They had a look and fix it free of charge since it was nothing major and no new parts were needed. Impeccable service.
July 2023 by Tasnim Mazid
I had some issues with my exhaust pipe (clip snapped) and they were able to see me very quickly and sort the issue out on the spot. Great service and friendly staff!
July 2023 by Ian Mackenzie
A few days I left a negative review about Kwif-Fit and a problem with how much they charged me. They have now addressed this entirely to my satisfaction and hence this new review. Had to have all tyres replaced and I am very happy with the service and cost. I would recommend and will use them again.
July 2023 by Mark
Great customer service experience at KwikFit Guildford. My slow puncture was resolved and fixed quickly. All team friendly and willing to help to make sure I felt at ease and know the job was done correctly. Highly recommend. Thanks again!
July 2023 by Henry Channing
Went in with no appointment because I'd noticed damage to the underside of my car that was scraping on speed bumps, even though they were very busy they put the car on the lift and sorted it in about five minutes. Didn't even charge me. Fantastic service
July 2023 by Teacher
Used this branch for years and sung their praises, however, they have seemingly moved some new staff in who know little about customer service. Will not use this branch again! Booked car in to have suspension done and turned out to be a more expensive job than quoted for - didn't think much of the new higher price. Picked car up and was worse than I drove it in! Staff claimed it had been road tested after the work - when it clearly hadn't. Complained - no apology given and advised I had to come back and be without my car for further time while they checked their own work! Disgusted, I went to Woking branch, where the manager was most apologetic on behalf of the company and showed excellent customer service. They checked the work done as soon as they could and sorted it - tightening things as they should have been tightened!
June 2023 by George Robbins
The manager (South African gentleman) was brilliant. The way he managed his team and customers was very impressive. Lots of jobs to complete and the team did it in a timely and professional manner. Also never an easy job when expensive repairs are needed to be communicated to customer but they handled it perfectly.
June 2023 by Jaine Walsh
I hit an abandoned towing hitch on the M25 - the police were wonderful and changed my wheel- whilst they did that I called my local Kwik Fit depot - explained my dilemma and was booked in for 3 hours later. The SA receptionist was as usual wonderful and actually, just hearing his distinctive voice gives one reassurance - where I have answered ?disagree or neutral? it is simply because those events did not need to happen - I had explained on the telephone and no more discussion was required - they are a great team and a rarity to find the same team on return visits - worth their weight in gold just for that. My only negative answer refers to the door to reception area which looks awfully shabby and spoils the overall slick appearance of the venue - best regards
June 2023 by Katarina Nielsen
They have always been good in the past, but a couple of weeks ago I booked to have my tyres changed and I left feeling very disappointed. I had asked for a quote on the phone when booking, and I was told that they would look at what I needed on the day and give me a price then. Fine. The day came and the person welcoming customers looked too busy and overwhelmed and didn't even look up when people walked in the door. I stood in front of him for several minutes before I was acknowledged. I was eventually told I needed 4 new tyres, and that (conveniently) they only had mid- to premium tyres available, making the cost astronomical. How can you not offer an alternative for each category if you refuse to give a quote in advance? He said I was welcome to order more economical tyres myself online and bring them in to have them fitted, but I was already there and finding time to book this in had already been a challenge. I felt cornered and left with no alternative but to go ahead with the (in my opinion) very expensive tyre change. I was not expecting to not be given a choice, especially when it benefits the shop to only have the expensive kind in stock.
June 2023 by Steve Driver
I came in with a flat tyre and was told it could be done straight away. The team did a check of all my tyres and they all needed to be replaced. I was shown the problem and it was explained to me.Really quick service. Not quite a F1 pitstop speed but still quick. Wasn't over sold expensive tyres. Finance offer was explained.
May 2023 by Phil Pinto
Add two new tires fitted to the front of my vehicle. And they won't balanced properly. I drive away halfway down the A3 after getting through traffic they started vibrating like hell.Good job! Kwik Fit. What skilful people you have working for you?
April 2023 by Lesley Debenham
Booked an appointment and paid for a tyre online. Email said please arrive on time. Checked in with uncooperative receptionist. Told him which tyre needed changing. Waited about an hour. The mechanic then started working on the wrong wheel. I re-explained the info I gave the receptionist. He was a bit fed up about not being given this information. Lots of huffing and puffing in general today. I think there is another member of staff here who would be much better suited on reception. He was very courteous. I wish I could have given extra information about which tyre was to be changed when I booked online. This would have saved a lot of grief.
April 2023 by Melanie Hiblen
Not great. I came in for one new tyre - half an hour later I'm told I need 2 more new tyres - can't help feeling there was a bit of scaremongering going on... I ended up spending £481 (initial quote was over £515!)The entire appointment took an hour and ten to change 3 tyres which is unacceptable.Watching the guys work there's a lot of aimless wandering around with cars just left to sit there while people wait, which is frustrating.When I finally went to leave my car wouldn't start. Then get told I need a new battery. When I queried that the south African guy was aggressive and sarcastic. He needs some customer service training. Not impressed Kwikfit.
April 2023 by holli duddridge
So thankful for the team at Guildford. I was in a really tough situation following an MOT and Mark immediately accommodated me and gave me advice, checked my car for free and sorted out my problems within an hour or two. Couldn?t recommend them enough!