I am not one to post negative reviews normally, as I think most people are just doing their best. The response we have just had from the Assistant Service Manager Kashif Karim, however, is so astonishing to me after the service we've had from Lexus Cambridge, that I feel somewhat out of options and am resorting to sharing my experience in the hope that it might prompt a better response from them. tl;dr version is that their customer service and reliability is astonishingly bad, certainly as far as the Service side of things is concerned (we've had nothing to do with their Sales) Here is the timeline and the response, for anyone interested in the details: 07/06/25 Car booked in for MOT and service on 13/06/25 09/06/25 Email received: appointment cancelled unilaterally by Lexus and rebooked for 26/06/25 26/06/25 Confirmation received that car is booked in 04/07/25 Health check report received 21/07/25 I call Lexus to ask why I haven’t received the MOT or service report 22/07/25 No update received; I call 8 times and finally email. Lexus calls back at 20:15. I ask for a courtesy car. 23/07/25 Call from Lexus with update and plan; no courtesy car provided. 24/07/25 I call to chase, explaining I’m leaving the country till September and won’t be able to collect the car if delayed further. 25/07/25 I call again and email to confirm our agreement: * I will collect car 26/07/25 before 12:30 * The following will have been done: * Service * Clean (not done as promised in previous years) * Key battery replaced (not done as promised) * Light and tyre fixed as per MOT failure 26/07/25 * I call twice to chase * I email to chase * Receive reply that car is about to be brought round * Later get missed call after the agreed deadline – car not cleaned 28/07/25 Car ready for collection, six weeks after originally booked in. I have already left for my holidays as warned. 24/09/25 I email Lexus to say I’ll collect car on 02/10. Lexus confirms this is “ideal” and car is ready. 02/10/25 * I call to double-check readiness. Lexus has no knowledge of arrangement. * Lexus says they’ll find the car and call back within 5–10 mins. * I call 20 mins later to chase; it’s now too late to collect. * 40 mins after first call Lexus says car is located but battery flat. * I ask Lexus to fix the battery and deliver to the garage I’d booked. * Assistant manager emails blaming me for delay and saying I must pay to recover vehicle; I reply attaching full timeline. * 17:55 email received: “Currently I will not be recovering the vehicle out on your behalf... on Monday I will respond back to yourself.” No apology or urgency. 02/10/25 My husband emails asking for contact of person responsible for licensing Lexus Cambridge – no response. 03/10/25 * I email assistant manager asking for manager’s details – no response. * Lexus posts public Google reply apologising and asking me to contact “feedback” to escalate; I email feedback – no response. 06/10/25 * My husband calls once asking to speak to deputy manager Kashif Karim. After repeated refusals he’s put through. * Kashif claims he hasn’t responded because the relevant person is “off sick”. * He refuses to connect my husband with the manager, saying the manager is “on an important Zoom call”. The car remains at the garage. I am still waiting for it to be in a fit state for me to collect it.

This has been my 5th new lexus rx from Cambridge lexus . The service is excellent nothing to much trouble for Chris and his team from the start of my search to the delivery of my Rx ,this dealership in my eyes is faultless Lexus GB should proud. Well done Cambridge Lexus

As always the service manager at Cambridge Lexus reacted without hesitation and gave all the support required to deal with updating my satnav. Coffee upon arrival by the lovely lady on reception and a great can-do attitude from the service manager. Ten out of ten for a great service which is second to none. Thank you Lexus

AVOID!!!! TOOK MY LEXUS CT IN FOR SERVICE, THEY SMEARED MUD ALL OVER THE INSIDE OF MY CAR, AND DAMAGED THE DOOR OF MY CAR!!!! AVOID, A DREADFUL COMPANY THAT DOES NOT CARE ABOUT ITS CUSTOMERS!!!!!

Daria Raczkowska was my sales person and couldn't have asked for anything more.Kept me up to datę on where the car was in the procesu of boeing made to arriving at the Hannover of the car was amazing too.All the Little extra details such as presentation box for the stare key.Can't ask for any more.Thanks Daria,thanks lexus Cambridge.I highly recommend the salon Cambridge

I have just picked up my new Lexus UX EFour and so happy ! Brilliant drive home so smooth. Excellent service as usual from Lexus Cambridge . Thanks so much Mohammed !

We collected our new Lexus NX on the 11th November 2022. Our car salesman Mohammed Hussain provided excellent service from the time we placed our order in January and has kept us fully updated throughout this time. He has a very friendly and professional manner and we would highly recommend him to anyone looking to purchase a Lexus car.

We had a very positive visit To Cambridge Lexus today . The salesman Mohammed Hussain could not have been more helpful and was able to answer all our questions in a very knowledgeable and professional manner. We went to view a car and ended up ordering a new one, well done Mohammed.

The choice between the Cambridge Lexus or Mercedes dealership was clear. Alex Milne at Lexus impressed with his manner and approach. For our purposes Mercedes could not compete in model choice or customer care.