Hatfields Avis 

delivered my sofa & chair this morning Paul & Chris were super. can’t praise them enough. ps loving my new furniture.

I'm very dissatisfied with the after-sales service I have received following my recent purchase of a Jaguar XE from your Liverpool branch. The series of issues and lack of support I have experienced are extremely disappointing and unacceptable.

Upon collecting the car, I encountered a significant problem on the second day. The engine light suddenly turned on while I was driving. I immediately contacted the Sales Department at the Liverpool branch for assistance. However, I was advised only to drive to the nearest garage or workshop for further investigation. I didn't see any offer of support or coordination from your sales team, and I was left to contact the nearest Halfords branch myself.

Two weeks later, the exhaust parts had to be replaced. Three days after that repair, the engine light warning came on again. Upon returning to the garage, it was found that the fuel tank was leaking, necessitating another two-week repair.

Four days after the fuel tank issue, the exhaust system light came on, revealing damage to the fuel pressure system, which required yet another two-week stint in the workshop. This back-and-forth scenario has persisted for nearly a month since I bought the car, and I have only been able to drive it for about seven days in total.

The conduct of the Sales Team at the Liverpool branch has been extremely disappointing, inhumane, and irresponsible. All communication and arrangements for repairs had to be handled directly by me.

After multiple attempts to contact the Sales Team in Liverpool via phone and email, I received no responses, follow-ups, or assistance.

My wife purchased her dream car from Hatfields, Handpicked, Liverpool.

Intially we were delighted but it just went from bad to worse. My wife had already posted a review and got a reply from Mike apologising but he did have to point out that they supplied us with a fully insured courtesy car for the period. Not quite true Mike. The first 5 or so weeks you kept telling us that no cars were available. When we finally got the car, and had to return it after 5 days, I brought it back and said I wasn’t leaving till we had something to drive away in. Granted, this was sorted the next day but I’m 100% sure that if we hadn’t of approached it this way, we wouldn’t have had the courtesy car.

We understood that we bought from Jaguar and it was a Land Rover but this shouldn’t be your excuse, especially when you both fall under the Hatfield brand.

We appreciate it was sorted eventually and within 24 hours you gave us our money back but this was after over 3 months and us driving the car for 5 days. Mike - you and some of the team were good and did what you could, but in general, the constant chasing of emails and you guys ignoring most of them was a really poor showing.

When you came to collect the courtesy car, we even had half an hour of messing whilst you were trying to find the right person to give us our money back!

The car was terrible and that was not your fault, however, the service and issues with repairs was something that you have to take accountability for.

So, over 3 month later, yes we’ve got our money back but we’re out of pocket by some amount and we still don’t have a car.

Glad this is behind us now.

Today after 14 week wait I eventually got my money back. I paid a deposit on my dream car 24/03/2024 and up until today 25/06/2024 I have had the car in my possession for 1 week. Not told about a recall and waited weeks for it to be booked in and carried out then collected and had various faults so back in it went and then unable to give me time scales to fix the entertainment system I eventually asked for my money back. Lack of customer service from start to finish, having to chase constantly for any sort of update and after 14 weeks of chasing and stress to still come away without my dream car and nearly £1500.00 out of pocket too. Avoid at all costs as nothing is worth this.

Tried to book my new Jaguar iPace in today for a warranty repair. After the phone rang for a minute or so I got through to someone who was totally disinterested. Just simply told me they weren’t taking any iPace bookings at the moment.
Just lost a potential new customer.

Found the car I wanted, paid a £500 deposit and filled in all the paperwork on a Monday and made arrangements to travel to Liverpool to pick the car up at the end of the week. Got a phone call on the Thursday of that week to tell me they had sold the car to someone else. They eventually refunded the deposit and reimbursed me with the wasted train fare after several reminders. I wouldn't go near this company to buy anything. In my experience they are totally unprofessional.

I can only honestly say that the service I received was excellent. Greg was a pleasure to deal with and I would definitely recommend dealing with Liverpool. thank you and I will definitely return in the future kind regards, Mike

Excellent . I phoned in 15 mins before to say I would like an +blue refill. The car was taken off immediately and within 15 mins done. Can't thank Jess enough for her help. Great service.

Having had a bad experience with Hatfields Shrewsbury I thought Liverpool couldn't be as bad..... how wrong! Don't bother ringing the phone just rings out, we didn't want to just turn up but as we drove 45 minutes no answer.
What a waste of time, the attitude seems to be all about order taking on new models forget it if you only want to spend 40 something grand. Poor follow up if at all. Don't bother answering the customer satisfaction survey been a week no reply. Company fuel card refused and red engine warning light so no test drive! Someone removed an expensive extra but that was not reflected in the price and the reason was embarrassing!
Really frustrating when they have the car I wanted!

Failed to repair water leaks and faulty battery. Stoped answering my messages.
Just no customer service....
I have replied to you (which you didn't respond to) explaining as I expected, the insurance company would not undertake the work for water ingress...! Come clean and stop putting false statements about me not replying to you. So what say you now??
In note your reply I sent my response to you via email explaining that as I expected and stated to you, my insurance would not replace my windscreen because of water ingress so I was proved correct. The email which you never acknowledged or replied to was sent to you on 3rd April 2024. So don't point the finger at me for the delay you are simply hiding from the facts.
So I have a faulty battery and an Approved Range Rover that has running water coming in.What are you going to do about it please I again ask. If you see fit to correct these issues under warranty and as your salesman Rob Hart said it would be covered, then I will acknowledge the fact and ammend my review until then the facts will remain as they are. Please feel free to pick the phone up to sort out or take me to court for my comments recorded here, your call really!

Jaguar F-Pace purchased from Hatfields Hull. I have had all my services there but recently had a engine warning light appear. As it was saturday and I had free time I phoned Hatfields and was told get the RAC, spent the day waiting as RAC were busy and they said it was the EGR valve.

On monday I phoned Hatfields to be told that I must have an independent diagnostic by them at the cost of £165, what the RAC said (actually an ex Jaguar engineer). So I had completely wasted a day and needed to spend a day to drive to them, pay for diagnostics, return home and then contact my warranty company to get approval before returning the car to Hafields for repair. All while the engine management light was on. The Jaguar warranty was £1000 per year over 3 years whereas the MotorEasy warranty was £1000 over 3 years so no question for similar cover.

So as a busy company director I wasted a day getting the diagnostics from RAC as advised by Hatfields then waste AT LEAST another 2 days to get my car fixed.

Fixed elsewhere. I will never buy another Jaguar from Hatfields and will move all my servicing elsewhere. Turns out York Jaguar was cheaper for diagnostics also so thanks Hatfields ... but no thanks.

HATFIELD's Liverpool & Jaguar DONT GO NEAR!!
HATFIELD's Liverpool & Jaguar Continued.
Following on from my previous review about this lot. I received a phone call from Jaguar today who were not even familiar with my complaint I had to go through it all again!!! ARGH!!! They promised to contact the abysmal dealer by email (and copy me in) insisting that Hatfield's Liverpool contact me direct with regard to my complaint and explain and apologise for their incompetence and leaving me without the car for some two months! I'm still waiting to be copied into the non-existent email and the promised contact and apology from HATFIELD's Liverpool. I wont hold my breath as this dealer has history including very poor reviews on here and does what it pleases with no regard for customer care. Further I don't believe that Jaguar has contacted HATFIELD's at all hence not being copied into the email I believe not sent. Jaguar CEO and HATFIELDS LIVERPOOL have been made aware of this by me directly in several emails. He/they are a complete waste of space as not responded not taken action and not bothered. Hence his company and its dealers treat customers disgracefully safe in the knowledge that they will do nothing. I am now taking the matter up with parent company TATA. Moral of the story is don't buy Jaguar and if you already own one don't go near HATFIELD's Liverpool.
MY RESPONSE TO HATFIELDS LIVERPOOL & THEIR COMMENTS BELOW
Are you for real? you just repeat your previous excuse I repeat you didn't lose the mechanic the day before my appointment so why leave till last minute. I will tell you why its because you are disorganised and couldn't care less about customers being inconvenienced! Further what's your excuse for not contacting me direct to discuss your abysmal performance as you were instructed by Jaguar? You prefer to try and cover your shocking performance by deflecting on here. Well it hasn't worked hence the many poor reviews on Hatfield's on here. I will be taking this up with TATA including the disgrace of the CEO at Jaguar. Once again I advise all DO NOT BUY JAGUAR THEY TREAT YOU BADLY and if you already own one DO NOT USE HATFIELD's LIVERPOOL. 3 out of 4 experiences have been bad with this lot Unfortunately I was forced to use them since RYEBROOK Warrington closed who were good. Since HATFIELD's Liverpool had a monopoly the treat customers disgracefully! Read all of there terrible reviews.
FOR AVOIDANCE OF DOUBT my main complaint here is against despicable HATFIELD's LIVERPOOL with a lesser issue with JAGUAR itself. HATFIELD's take note and stop trying to squirm your way out of what are true facts. Still they don't contact me!!!!!!

Date of experience: 23 April 2024

I would highly recommend not to use Hatfields Hessle/Hull. They have the worse costumer service that I have experienced. The only thing they are interesting is about payment options, long before any issues has been reported and confirmed. I quite surprised that they take booking in with five weeks and no courtesy cars available for costumes. They asked you 6 six in advance to be aloud to have one courtesy car, as they think we have a crystal crystal ball to know when you gonna break down. Problems with Hatfields started while ago, with parts been ordered and sent back because other item didn’t arrived. I was charged two times diagnostics checks after Hatfields fitted new reversing camera and retractable tow bar and then a few days later packing assist stop, most likely second time for the work that was done. When I called back they wanted the vehicle back for full day once more to do diagnostic reports and straight away how much it will cost me. When I notice to get a courtesy car as we live in Hornsey the cost of that is nearly £100 return they refused. I will no longer be using Hatfields and I strongly advise you not to use it. Avoid any frustration.

DO NOT BUY FROM THESE COWBOYS!!!!

i purchased a car from this dealer and was made promises of excellent customer service……

The service level is shocking

the car was not ready on my day of collection, the sales man agreed to fuel the car as i had a long journey home and this was not done.

a week or so into me having the vehicle my dad noticed the tyre treads so i had them checked and to my surprise they were at the legal limit.

i was promised 1st service included and quality after care THIS DOES NOT EXISIT!! i have rang and left messages, sent emails, web enquiry’s and they do not respond!

SHAMEFUL BRAND!! Do not trust them!!

*Firstly, I was in the UK for duration of my interaction with Hatfields, thus they cannot use time zone as a reason for the shocking experience received. I have also not once stated that I wanted Hatfields to hold the car until June for me as they state incorrectly as well.*

The most appalling experience. If there car checks are anything like how they handle their customers, avoid at all costs.

I enquired about a £50k F type on 11/04 and dealt with Darron. I asked several questions over email, including about finance. I was met with my questions answered, including ‘we are really busy at the moment so can’t deliver to you’ (they should therefore remove home delivery available as an option).

Understandable to a degree and no issue there, but the enquiry re finance was met with a reply of ‘I will need to ask you a few more questions’. Those few more questions never came.

I then sent a follow up email and WhatsApp over the following days and no reply, but during this time, the price of the car got dropped (odd considering I was very interested in the car).

4 days later on 15/04 and still no response, I called Hatfields and spoke to Andy. I explained the situation to Andy who said Darron went on leave, and Andy wasn’t sure if the car was even still available now and I should forward him and his sales manager the email trail and they can answer my emailed questions including finance.

I did what Andy wanted and I also suggested politely in the same email that anyone who goes on leave could set a proxy/automated email to prevent the experience I have had thus far.

My email was met with ‘hi Charlie, when are you next in England’. No apology and no answers to my questions. I am still waiting for a reply to my email 24 hours later but due to my shocking experience have withdrawn my interest.

Being busy is no excuse for the customer experience I have received, and to not even apologise in my eyes, is completely unacceptable, especially in such a price competitive market.

If my questions was met with swift responses, I most likely would have driven away with the car last weekend.

Just my opinion, but do not take on more than you can chew, especially if it comes at the compromise of customer experience.

Well what can I say! Most people only leave reviews when something goes wrong, this is not my experience with Hatfields in Pickering. I dealt with Leon, part of the sales team. Leon was very straightforward and extremely professional with humour. The whole deal from start to finish was handled impeccably by Leon. The car was prepped perfectly, the handover was done thoroughly and even rang the day after to make sure we were 100% happy, which we most certainly was. thank you Leon and Hatfields fantastic service.

I would strongly advise not to use Hatfields Landrover service department. I had to wait 4 weeks to be booked in. When i did eventually get in, there was no offer of a courtesy car ( or even a lift to the railway station ). THey had my car for 2 weeks and received NO communication from the staff. I am now trying to get compensated for a hire car. Yet again, they have all gone to sleep at Hatfields Hull. No communication this week. Lets see what happens next week!

Me and my wife where due to purchase a landrover evoque from Hatfields Liverpool which we were looking forward too.Only to be told the day before we were going to pick the car up that the car had suddenly developed a major fault Why was it left to the day before we were going to pick the car up to find out this.
Then I was told by one of the sales team that the head of sales was going to ring and apologise, but it took me to email the sales man who sold us the that I was waiting for a phone call then only then Jay Grant was bothered to call and tried to apologise , I pointed out that my wife was interested in another car they had for sale and he said I a email that he passed my details on and I would get a phone call,
That never happened and a week later I once again I emailed him and about it and a day later I got a email and I replied but nothing has come of it
Very disappointing to find this service from a main dealership!

I bought my Range Rover in December 2022 and to this day 04/04/2024 I still have faults outstanding from the day I picked it up! I paid £165K for a Grand Marque car which is an absolute laughing point amongst my work colleagues and customers for the time it spends in the garage! The customer service is non-existent from the service department, in fact both managers have now left. Which I can only put down to their increasing embarrassment!! I have collected my car on several occasions and walked out of the service department having been told that the faults had been rectified only to walk straight back in to tell them that the faults hadn't been touched at all. One of the sales team was so embarrassed he told me to report it to the owner of Hatfield's directly, which I would if I could get hold of him!!! I have now been driving around with a "new fault", illegally for two months with a faulty indicator which they say, "is on order". I have now been stopped by the police, who have told me to get it fixed as I could face a hefty fine. Subsequently I have called Hadfield's twice since and have been told twice that I will be getting a call straight back! I’m Still waiting. It is absolutely disgusting!! I remain 16 months down the line with a so-called top of the range, Range Rover, (my dream car) that has now depreciated by £80K, still with old and new faults with the possibility of facing prosecution should I want to drive it. Thank you Hatfield's Land Rover Hull,

Catastrophic engine failure caused my 14 month old Land Rover Defender to set on fire. Despite an independent investigation proving manufacturing fault, Land rover or Hatfield's will not replace my car. Hatfields very helpful when they want to sell you a car, but have provided no support at all with this issue.