Am happy with my first Audi Q7 and it’s Performance and Specs in the car it’s comfortable, and the way it’s looked and the service provided by Audi staff members was amazing so thanks to Poole Audi and Ryan winsor 👍

Great car, but disappointing customer service at a major Audi terminal

This is our third Audi. We love the brand and have always valued Audi’s customer service, which is why we drove 3 hours to Poole Audi for our car collection at the end of September. Unfortunately, the buying experience before collection fell far short of expected premium standards.

During initial negotiations, the salesperson made an unprofessional comment, suggesting 'maybe this car is not for you and you should look for another car anyway'. Communication was instant before paying the deposit, but dropped completely afterwards.

On Thursday, after transferring funds, I asked for confirmation that payment was received and to verify if my insurance quote was sufficient for handover. My request was completely ignored for nearly 5 hours. It was only when I called reception directly that things moved—within two minutes of hanging up, the salesperson emailed to confirm the payment, though the insurance question was left unresolved until Saturday morning. (The Sales Manager later excused this delay by claiming the salesperson was simply 'too busy').

We were also put under extreme, unnecessary pressure regarding collection time slots days in advance. Despite explaining that I worked late shifts all week and faced a 3-hour journey through heavy traffic, we were strictly limited to early morning options (8:00 or 10:00 AM). Forced to wake up at 6:00 AM on a day off, the pressure was so intense during scheduling that I actually had to ask if they would still hand over the vehicle if traffic delayed us.

To be fair, the car itself is fantastic, and the handover specialist on Saturday was great.

However, when the Sales Manager initially approached us expecting praise, his tone shifted the moment we raised these issues. After consulting privately with the salesperson, he took a completely defensive stance, countering every point we made. He simply smiled and nonchalantly remarked that 'we offer home delivery anyway' if collecting the car was an issue. Collecting a new car is an exciting milestone for a family—not just a delivery package—and brushing off poor service like that was completely unacceptable.

For one of the largest Audi terminals, this lack of genuine care and accountability was a deep disappointment. We left with a great car, but as long-time Audi customers, we were left completely unsatisfied with the sales process.

scammy email practice - When you unsubscribe they have the fonts set so only the word here shows if you click it the whole lot disappears - If you look after highlighting box they have hid all the text in the same colour as background so you re subscribe by accident. Had a couple of Audis they have got progressively worse but I don't think tricking subscriber will help sell cars

This is the email address: Marketing at poolaudi

Terrible customer service, have called twice and spoke to receptionist who stated someone would call back, expect better from Audi. They also have a WhatsApp but no answer on there. Do better for your customers.

*Note re reply from Audi, your receptionist has my number as shes taken it twice and I had work carried out by your service dept. So yes I am on your system

Poole Audi have a wonderful, spacious, customer friendly showroom with plenty of new and used cars on show. The staff were very friendly and knowledgeable, without pressuring us. Audi are a reputable company and we were made to feel special from our first arrival on their forecourt right up to driving away with our new car. We were looking for a used A4 Avant, but ended up choosing a brand new A5 Saloon. We were pleased with the PCP deal that we settled upon.
Follow up calls and online help with tech has been very good thus far. The first service is 2 years away but I look forward to being able to give Poole Audi a positive review on that side of things in due course!

Shocking after service, be aware don’t respond to emails very quickly. I purchased a 2023 Q4 Etron and part exchanged my 2017 Audi Q7. One month later the car tax wash taken out of my bank account for the Q7 after a few emails without a reply got a phone call
From the sales saying that it all been transferred over now and it shouldn’t happen again but didn’t to give me a refund for the amount taken out😮😮

It was all so simple whilst being informative and exciting at the same time. I love my new car. Daniel was so helpful and patient.

The Audi experience gives you that bit extra, Tim was great always very helpful and not pushy.
Very please with the car and the bottle of wine that came with it

Everything seemed pretty ok until the rubber mats that Audi Poole were suppling with the car we had bought were not in stock. I was told they were going to be sent on, nothing received. Now 2 months on and a few phone calls no one wants to help. Once they have your money they do not seem to want to know.
Customer service after you’ve picked your car up is shocking.

I am extremely disappointed with my experience regarding my Audi Q2 1.5 TFSI and the way my concerns have been handled.
My vehicle was booked in for a scheduled service, and it was during this service that the dealership discovered a serious issue. I was informed that only around one litre of oil was drained from the engine and that metal was also found within the oil. This was obviously extremely concerning, particularly given that the vehicle had only been in my ownership for a relatively short period. I was then left questioning how such a significant issue had developed and whether there may have been an underlying mechanical problem with the vehicle.
What concerns me most is that finding metal in the engine oil and such a low oil level does not feel like something that should simply be dismissed as routine maintenance. I would have expected much clearer answers about where the metal came from, whether an underlying fault was present, and whether the vehicle was in the correct mechanical condition when it was supplied to me.
Another particularly frustrating part of this situation is that approximately three months after purchasing the vehicle, I began receiving emails stating that my vehicle required a service. I took these notifications seriously and contacted the dealership to arrange the service. However, whenever I called, I was told that the vehicle was not actually due for a service yet.
I therefore relied on the advice I was being given by the dealership and continued to use the vehicle. Given what has subsequently happened, I am now extremely concerned that had the vehicle been inspected or serviced when I originally received those notifications and contacted the dealership, the low oil level or any developing mechanical issue may have been identified significantly earlier. It is impossible for me to say whether this would have prevented the eventual damage, but I believe this is something that should be properly investigated rather than responsibility simply being placed on me for maintenance.
Throughout this process, I have felt that I have had to repeatedly push for information rather than being given clear, reassuring and transparent answers from the outset. There have been periods of several days where I have received no meaningful update whatsoever. Even when I have called the dealership myself to try to find out what is happening, I have often been unable to get any further information.
Considering the seriousness of the issue, I have also been extremely disappointed with the communication surrounding the potential cost of the repair. I was initially told that a replacement engine would cost "around £10,000", without being given an exact figure or a proper breakdown. I have now been quoted approximately £12,000 for a replacement engine. When someone is potentially facing a repair bill of this magnitude, I believe they deserve clear, accurate and transparent information rather than vague estimates, particularly when the difference amounts to thousands of pounds.
What makes the situation even more concerning is that my vehicle is still under warranty. I purchased the vehicle with the reasonable expectation that the warranty would provide protection in the event of a serious mechanical failure. To now be faced with the possibility of an approximately £12,000 engine replacement while the vehicle remains under warranty is incredibly concerning.
I also find it difficult to accept that maintenance is now being raised as a potential factor when I had previously acted upon the dealership's own service notifications, contacted them about arranging a service and was specifically told that the vehicle was not yet due one. I relied on the professional advice I was given.
When dealing with a potentially catastrophic and extremely expensive engine issue, customers should be able to feel confident that their concerns are being treated seriously, that the history of the vehicle is being thoroughly investigated and that they are being kept properly informed. Instead, I have felt that I have had to continuously chase for answers while facing uncertainty over the condition of my vehicle and who will ultimately be responsible for the repair.
I am still hoping that this matter can be resolved fairly and that the warranty, the previous service notifications and the advice I received from the dealership will all be properly considered. However, based on my experience so far, I have been left extremely disappointed with both the situation surrounding the vehicle and the level of communication and customer service I have received.

My experience was really good. I was looked after by Harry Cooper. Nothing was too much trouble.

It was a quick and easy purchase.
10/10 to Cavin

I have been going to them for years and for sometime their decline of service has drastically fell.
They are very kind and very thoughtful,however their system of working together as team doesn't seem to be working. I have an issue with my car and for the first time they have ordered the wrong part. The second time they called me in and said they would get it done on that day the issue that came up is "their parts manager" hasn't ordered the part. So I wasted my time both occasion.

I am now still waiting and my MOT is coming up yet no part and this issue for the car I made them aware a long time ago. Also I did have to pay a price as it is a"special part".

In my opinion it is really heartbreaking to see their decline and I wish they turn around for the best.

From walking into Poole Audio and the staff appearance gives it a real air of professionalism. The staff are really helpful and knowledgeable. For us they made the experience of buying a car comfortable and the sales person who dealt with us was as mentioned before extremly knowledgable and gave us all the options regarding purchase and made our decision easy.

Had Mercedes a very long time so I was hesitant to go with Audi. Have to say they are first class and show Mercedes up by a long way . From buying the car off Luke who was excellent to the quality of the Audi itself and aftercare . ⭐️⭐️⭐️⭐️⭐️

Josh was very helpful and made sure that the experience of buying a new car and selling my old car was easy and smooth.

From start to finish the service that Harry C gave us whilst purchasing my new Q2 was excellent. Audi made a genuine offer for my A3. No pushy sales tactics. Explained everything. Could not do enough. Sent out a video of the car when it arrived and made sure that my experience, when I picked up my Q2 was fantastic. One very happy customer.

Wish i never bought the car now. Never thought to get into the corners of inspection on a 419 mile car. Got home noticed after a few days a cut in the seat right in the corner where you wouldn't really go into and not expect to go into the corners of every seat on a 419 mile car. Cost is 1k to replace. Audi Pool say it wasn't on PDI. Fine my mistake i should have checked a brand new car basically, i trusted it being new. Closer to the 1000 miles mark the leather starts peeling. Been going round in circles with Audi. Poor quality poor service and never highlighted with me the build quality compared to models up or down. It felt like a Good sales experience at the time but looking back was it🤔?

I was well looked after by the team whilst I and my two children waited for our MOT to be completed. Hayley was lovely, helpful and engaged well with the kids. Little things make like easier.

I had a good experience at Poole Audi . Laura was particularly helpful , eased my concerns and answered my questions . She was always responsive to my queries . The whole team made me feel welcome
Would recommend & also love my purchase !!