Richmond Motor Group - MG Southampton Avis 

Here’s a firm but factual one-star review that makes the failures very clear without sounding unreasonable:

⭐ 1 star – Extremely disappointing service

I booked my MG in with Richmond MG Botley nearly two months ago for its annual service and, at the same time, requested that a cracked wheel trim be replaced. I was subsequently called with the cost, which I accepted, and specifically asked whether I needed to pay in advance. I was told I could pay on the day of the service.

I dropped the car off shortly after 8am and was told I would be contacted when it was ready, probably early to mid-afternoon. Later, I received an email from the technician with a very informative video showing the additional checks carried out on the tyres and brakes. This part of the service was actually very good, and the technician explained everything clearly.

However, it wasn’t clear from the email whether the car was ready, so I called the service centre. The receptionist said nobody was available but arranged for someone to call me back. Around an hour later, I received a voicemail confirming that the car was ready for collection – but also informing me that the wheel trim had not been replaced because it needed to have been paid for and ordered in advance.

This was extremely frustrating. I had specifically asked about payment when I booked and had been told I could pay on the day. With almost two months between booking and the service, there was ample opportunity for someone to contact me if advance payment was actually required.

Around 45 minutes after being told the car was ready, I booked and paid for a taxi back to the dealership. On arrival, I was then told that the car wasn’t actually ready and was still in the valeting area being finished. I was asked to wait in reception.

More than half an hour later, I was handed the paperwork and keys and told the car was outside and ready to go. When I went outside, I found it was still filthy and had clearly not been cleaned externally at all.

When I called the assistant back and questioned this, I was told there was a digger nearby creating dust, so there was “no point” cleaning the outside of the car that day. Why wasn’t I simply told this before being handed the keys? Instead, I was allowed to walk out believing the car had been valeted and was ready to leave.

I was told I could bring the car back on another day and, if I didn’t mind waiting, they would clean it then. After already losing time today, paying for a taxi after being told the vehicle was ready when it wasn’t, and waiting another half hour at the dealership, expecting me to make yet another journey and wait around for something that should have been done today is hardly an acceptable solution.

To make matters worse, despite the wheel trim issue having been highlighted, no attempt was made at handover to take payment, order the trim or arrange another appointment to have it fitted. So the original problem remains unresolved.

Mistakes happen, but this was a catalogue of poor communication and lack of attention to detail: incorrect information about payment for the wheel trim, failure to order it despite nearly two months’ notice, being told the car was ready when it wasn’t, being kept waiting after arriving, and finally being handed back a dirty vehicle without anyone even mentioning that the promised valet hadn’t been carried out.

The technician’s video and explanation were excellent, but unfortunately the overall customer service surrounding the appointment was extremely disappointing and well below what I would expect from a main MG dealership.

Customer service was great. Elise and Andreea were so helpful from start to finish.

Jacob was there from the start, phoning and keeping in touch, with us by email.
He was friendly but Proffessional, putting us at ease, right through the entire process.

We can highly recommend his services.

Alfie was my sales rep who was there for me each step of the way and was super helpful to answer any questions I had!

When collecting my car, I had a second sales rep who was equally as helpful and was very attentive.

Dear sir, from the first phone call to picking up the car the staff were exceptional no hard sell explaining the car details first class and even on the test run in heavy rain.it is the first time I have purchased a MG car.and would certainly recommend the richmond group Botley.

We recently bought a Škoda Fabia from the Botley branch and had great service from Mark who gave us plenty of time and information about 2 cars we were interested in. The whole process even to the delivery of the car as we didn’t have transport was much appreciated. We also received a call a few days later to check all was going well with the car. We would highly recommend this company.

We dealt with Archie in Botley. He was brilliant. Easy to talk to, friendly, listened to our needs patiently, gave us all the information we wanted, showed us appropriate models and features and we left with all the information we needed to make a decision. Thank you Archie.

I booked a test drive at the Botley branch. I arranged for a car savvy friend to join me, I then received an email to tell me that the time had been changed, as the test drive was in Totton, then a confirmation email to direct us to Botley, I called to clarify only to be told that the test drive had been cancelled as they didn’t have the car I wanted to buy available, but that I could try another one as they are ‘practically the same’. No one had the courtesy to call me or show the slightest interest in selling me a vehicle. All this was 30 minutes before the appointment. The Sales manager, Glen was absolutely not interested in selling me a car. I did not receive an apology, instead being questioned as to why I wanted a car with a big boot and that the smaller car was the same.

I then called Penton’s in Christchurch who were happy to give me a test drive at any time in the model that I wanted; I bought the highest spec car two hours later.

Excellent service! Thank you!

Excellent customer service all the employees went above and beyond

Sam was very helpful and done everything to put our minds at ease. The vehicle had some clear paintwork damage, and was able to get it sorted before collection. On collection it was noted that not all the work had been completed and the alloy had not been repaired, but Sam has said that we can bring the car in at our convenience to get it sorted

nice clean showroom with friendly helpful staff

I purchased a ZS EV and, after driving away, realised it had 32,000 miles on the clock despite being advertised as having only 9,000 miles. Once I raised this, a discount was offered. However, the car also had a chipped windscreen and an issue with the steering column. Within a week or so, it then broke down with a mechanical fault.

I informed the dealership that I wished to reject the vehicle within 30 days, as is my legal right, but was told that the rejection would not be accepted if I chose to proceed in that way.

Instead, I agreed to take a different ZS, paying an additional £2,000. I felt frustrated by this, as I was now paying full price for another 30,000-mile car when I had originally intended to purchase one with 9,000 miles.

Unfortunately, the replacement vehicle was delivered with a chipped windscreen and the same steering column issue. The delivery was also mishandled — I waited in all day on the agreed date, only for the car not to arrive due to an issue with the transporter. Communication from the sales team was poor throughout, and it took a firm email to prompt any meaningful action.

Overall, it was a very disappointing experience and I would not purchase from Richmond again. The only positive aspect was the service department, who communicated clearly and professionally once the vehicle was finally booked in for repairs.

Be very careful when dealing with Richmond MG, Botley. Get everything in writing. I was looking for a used MG and had arranged a test drive and a viewing of a vehicle that was due in. The sales manager offered to take a holding deposit of £250, I asked that if I changed my mind that the deposit would be returned, this question was answered with YES at least twice. In the mean time I found the same vehicle model at another dealer, £500 cheaper with 2k fewer miles, which I ended up buying. I contacted Richmond telling them that I no longer needed the test drive and they could release the vehicle back into stock. I was told I would not get my deposit back, despite the Sales Manager verbally telling me that it would be refunded. Whilst I had a 14 day cooling off period, because I was told that should I change my mind the £250 would be refunded, I waited until day 15 (yes my fault) thus by law they don't have to refund my money. I have twice tried to contact the complaints team, but the person has always just popped out of the office, but would call back, they never do, great complaints department. In my opinion, Richmond are a sharp business, and I thought the days of sales people/managers acting like this and lying was well in the past. What is also annoying is, that over the last six years I have purchased two other vehicles from them, spending around £30k with them. Not anymore, they may have gained £250 but because I would never use them again, £250 looks a pittance compared to what they may have made if I bought say my next two cars from them. If you buy a vehicle from them, get everything in writing would be my advice, and don't trust them.

The service from start to end was flawless. Staff were amazing - very professional, courteous and friendly as well as knowledgable. Everything was operated and handled in the most efficient manner. The car was great and the after sales was also handled with care and diligence.Highly recommended for anyone who wants to buy and MG without splashing out lots of money and more features as standard rather than optional extras.

Very good service. The sales executive Elise was very friendly and professional explained everything to me about the car.
I purchased the car on the same day was very happy with my purchase.

My Motobility MG HS was taken to MG Botley (24/09/2025) and as yet (19/02/2026) I haven't had it back.
Having spoken to the RAC Repair Management Team I have found that they are being told one thing and myself told another.
I was told that they needed a 'special tool' in order to fix my car and it would take 4 weeks to get it (strange that a Main Dealer doesn't have the right tools to fix the brand of vehicle they represent)
I was told that they had 4 other cars with the same fault, but they would fix mine first.
I was told when I called on the 24/11/2025 that they had received the tool and they would fix my car before Christmas.
They failed to do this.
They told the RAC Repair Management Team in January that they had just gotten the 'special tool' the day before, but there were 4 other cars that needed it, and my car would be done last.
This confirmed that I was being lied to.
I called them again on the 27/01/2026 and confirmed that I would get my car by the end of January. This was yet another lie.
I should point out that on the 3/10/2025, I was awarded a grant to fit a hoist in my MG to lift my power chair into the boot (it weighs 103kg)
Without this hoist, I cannot walk, so I have been trapped the whole time they have had my car.
I called Richmond MG Southampton on the 2/02/2026 and explained everything to them. The chap I spoke to was absolutely disgusted and said he would phone me back that same day. I THEN said I was a Motability customer, "Oh," he said.
As is usual for Richmond MG, I never received the callback I was promised.
Called the RAC Management Team 17/02/2026 to find out the latest date they have been given by Richmond as I can't get them to answer my calls.
It turns out that my car was transported to Portsmouth on the
10/02/2026 (of which I wasn't informed)
The RAC were absolutely disgusted by the way I have been treated by Richmond MG Southampton, and by many of their underhanded practices.
They told me that they had already
escalated their complaint to MG Head Office.
So after nearly 5 MONTHS, do NOT fob me off with one of your "really sorry, we'll look into it" standard replies.
I dont expect Richmond MG Southampton to do anything, I'm simply posting this as a warning (as intend to do in as many places as possible) to any other prospective customers.
Under NO circumstances use Richmond MG Southampton as they have proven to be the most underhanded liars I have ever dealt with.
I see that this got the usual Richmond reply
What a complete bunch off lying bell-ends!!!

I made the transition from 2nd hand cars to a new one and the help support and follow up calls to make sure im happy has been absolutely amazing
Thank you Jacob you made this so easy

Easy to communicate with staff. Jacob was so friendly and professional

Coming up to 4 years now.
I have had the same issues with my vehicle (radio module disconnected) I have gone back to Richmond MG on an average of 30 times since 2022 to try to get this issue fixed. Just found out white one of the staff at MG Richmond Botley they can't do no more and my vehicle is still not fixed.
Customer service is very poor,

When you do get through to someone they either put you on the hold and they may cut you off or they say it will call you back and never do.

And I bet the reply will be please get in contact with the customer service team that have done many many times and got me nowhere.