Throughout the whole process we were given very friendly and professional experience. Luke Edwards realized that a new car had just come in the previous day that fitted our criteria and took us for a test drive & and once we decided to go ahead with the purchase handed us over to Marc Walby who took us through every step of the purchase process. He also did a very thorough hand over on the day of collection. We have since had a follow up call from Marc after taking the car home to ensure we were happy and to contact him if we needed any further questions.

Recently bought a XC40 excellent car, no issues.
James made the whole experience stress free.

Recently purchased a Volvo Selekt from Volvo in Poole, having been dealt with by Marc and can't fault the amazing customer service. Had a small issue after a week and Marc and team took the car back, provided me a great courtesy car in the meanwhile and got everything fix and resolved. Excellent service and great support from the team

I very recently completed the purchase of a nearly new car from Volvo Cars Poole. I live in the East Midlands and so a visit to the showrooms was not possible. A read through some of the recent reviews produced some mixed messages about the dealership and in all honesty left me with a few reservations. I mentioned this during my initial conversation with Sales although did not ask for any response. Within a couple of hours, I received a phone call the Sales Manager and we had an open conversation about positive changes within the organisation. This plus the initial contact with Sales encouraged me to go ahead with my enquiry. I am very glad that I did.

The whole process was undertaken by telephone and email, and I found the service to be absolutely first class. I dealt primarily with Andre and had contact with the Sales Manager, John. On each and every occasion I felt that I had their full attention, and their focus was on helping me. At no point did I feel I was being “sold” anything. Rather I was engaged in a process that we both wanted to reach a successful conclusion. All the communication was clear and timely, I was never left waiting for a response. As in most processes there were a couple of glitches along the way, one from my end and one from theirs. Neither were the result of the people directly involved and both were dealt with quickly and smoothly by the company.

The car was delivered and was exactly as described. The impression that I am left with is an organisation with a clear focus on the customer that is evidenced by a very professional yet friendly approach. I can recommend Volvo Cars Poole without hesitation – in my experience they really are first class.

Great service from everyone I met there !!

The customer service at most luxury car dealerships is not what it used to be. Go into a Kia, Hyundai dealership and the experience you will receive is second to none. Volvo, Mercedes, landrover , bmw, Toyota. It’s like they just don’t care

5 star prior to purchase, 1 star afterwards.
Recently purchased a Volvo S90 remotely via Volvo Poole. I live a considerable distance away so could not view the car prior to purchase.

The car turned up with a chip on the bonnet which I had not been warned about. This apparently "could have been caused on the journey up". As the rest of the car was pretty much flawless I took it on the chin. The salesperson promised me some touch up paint but 2 months later I am still waiting. They have also provided no assistance whatsoever in getting my car on the Volvo App despite me requesting help. The app requires the dealships involvement for a pin to unlock features on the car.

I have been a Volvo owner for many years and this dealership ties for first place not only in my experience of Volvo garages but also taking into account my previous non-Volvo purchases. I have always felt welcome here, whether for sales, service or a bit of advice.
My feelings about the new on-line sales system is quite another thing (confusing, repetitive and not «user friendly »). But, to their credit the dealership smoothed out the issues for me.
Given my advancing age this could be my last new car purchase - but I recall saying that 3 years ago!

Think very carefully before buying from this company. I certainly wish I had read these reviews before I did.

The sales people are constantly in contact until your money is paid. Then, as if by magic, you can never get hold of one.

The General Sales Manager took up my issues because the sales rep had been sacked by this point. He was apologetic and I think genuinely tried to help, but they even managed to get that wrong.

Get it right first time, don’t lie, don’t promise what you can’t deliver and when you commit to do something, do it.

A really poor customer experience. Caveat emptor!

Update: After nearly four weeks the issues have been resolved. This seems to solely be due to one individual at the dealership taking ownership and resolving matters.

We were delighted to collect our new Volvo recently, our fifth. The collection was extremely informative and we were given plenty of time to ask questions regarding the new technology in the car. The teeming rain outside was of no consequence as the car was in a special area designed for handovers which was a nice touch and we could leave the doors /tailgate open.
However, before we got to the day of collection we felt that our requirements were often mismanaged, forgotten or incorrectly noted needing quite a few reminders from us and frustration.
The new portal for all our documents and details of the car appears to be causing some initial teething problems which staff are struggling to sort out making customer access a problem.

Disappointing Post-Purchase Support

I purchased a car along with roof bars, and while the sales process was smooth, the roof bars were never delivered. Despite numerous follow-ups and assurances of tomorrow's shipment, they never arrived. While I won't label them utterly useless, the lack of customer service suggests they prioritize sales over post-purchase support, which is not what I expected from Volvo.

Shockingly poor service, the initial Sales Person failed to reply to 2 email's or call when he said he would, then the Sales Manager wasn't it the showroom when we made an appointment after he asked me to give him a chance to repair what his sales person did, guess they all behave the same here - annoyed after driving 30 minutes on a Saturday morning.

I have just read Emma’s reply, which is not correct the person I had the appointment with, who confirmed it the night before, wasn’t in, so not looking after other customers - this is a clear lie

Marc and Conlan were fabulous when assisting me to purchase my Volvo from Volvo Cars in Poole. Nothing was too much trouble and they even made sure I knew they were available for post sale support too. They made the whole process easy to follow and enjoyable. As a female, anything to do with cars can be a challenge 😂

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