My delivery date was Thursday 10th August - I spoke to Lotus customer care the day before at 16:30 enquiring on delivery times for my Emira. No such time could be given but I was told I would receive a call 1 hr before the car was to be dropped off. Nothing to worry about the car was booked in for delivery in the morning with Delivery Driver No.1.
So I'm waiting in for my car to arrive .....3pm arrives and no car - the tracker still shows the car in bedford. I call Lotus.... someone will call me back, 1 hr later I call again - this time i'm told the car wont be delivered as it has failed its pdi - needs a new power steering pump. I asked what my options were and was told the option is to "....wait". Management then get involved and am told I will be called back in the morning. Per my request, they are going to look into i) when the car will be available ii) the provision of a car in the interim iii) compensation for the pitiful customer service experience.
In the morning I was called when promised (so credit for that at least!!) - told no update on an interim car, no update on when my car would be available, but a car cover as compensation. A car cover but no car - ha ha
I appreciate these problems happen but the way Lotus has dealt with it not great. I feel i've been left with no option other than to reject the car and get my money back. To rub a bit of extra salt in the wound - the registration document arrived the next day.
**** Several days later and still zero contact from Lotus - I phoned again today and was told the head of Customer care would call me ****
So I'm waiting in for my car to arrive .....3pm arrives and no car - the tracker still shows the car in bedford. I call Lotus.... someone will call me back, 1 hr later I call again - this time i'm told the car wont be delivered as it has failed its pdi - needs a new power steering pump. I asked what my options were and was told the option is to "....wait". Management then get involved and am told I will be called back in the morning. Per my request, they are going to look into i) when the car will be available ii) the provision of a car in the interim iii) compensation for the pitiful customer service experience.
In the morning I was called when promised (so credit for that at least!!) - told no update on an interim car, no update on when my car would be available, but a car cover as compensation. A car cover but no car - ha ha
I appreciate these problems happen but the way Lotus has dealt with it not great. I feel i've been left with no option other than to reject the car and get my money back. To rub a bit of extra salt in the wound - the registration document arrived the next day.
**** Several days later and still zero contact from Lotus - I phoned again today and was told the head of Customer care would call me ****
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