09/07/2020
When considering a dealership for your automotive needs, understanding the experiences of previous customers is paramount. This article delves into the delivery and collection services, as well as the broader customer service, provided by Mazda Romford, drawing upon a collection of recent customer reviews. We aim to provide a comprehensive overview, highlighting areas of excellence and identifying potential concerns.
Customer Satisfaction: A Mixed Bag
The reviews for Mazda Romford present a somewhat bifurcated picture. On one hand, several customers have lauded the dealership for its exceptional service, knowledgeable staff, and efficient processes. On the other hand, a significant number of reviews point to considerable dissatisfaction, particularly concerning aftersales support, issue resolution, and perceived unprofessionalism.
Positive Experiences: Efficiency and Expertise
Several reviewers have highlighted the positive aspects of their interactions with Mazda Romford. Simon W, in January 2025, described a "Fantastic" experience when his new Mazda CX-60 developed a critical fault. He praised the dealership's prompt recovery, daily updates, and even a 50-mile test drive conducted on a Sunday to resolve the issue. Simon specifically commended the team for their helpfulness in renewing his hire car and keeping him informed, which instilled confidence during a stressful situation. This level of dedication in resolving a significant fault is a strong testament to their commitment.
Al H, in November 2023, echoed similar sentiments, highlighting an "Excellent Service & Great Salesperson." He specifically recommended Dilraj Shokar for his expertise and customer-focused approach, making the car buying experience "truly outstanding." Chris Willis also received a mention for his assistance with service queries. This suggests that specific individuals within the dealership are making a significant positive impact.
Mark L, in April 2023, provided a glowing review for the "Excellent parts service." He detailed a swift process where a part was phoned for on Monday and collected the following Tuesday, with Connor being described as "polite, efficient and friendly." This highlights efficiency in the parts department, a crucial element for many vehicle owners.
Samuel T, in June 2022, shared a positive experience purchasing a used Mazda CX-5, with salesman H being described as "helpful" and making the process "easy." Yvonne B, in January 2021, found her first service on a CX5 to be "excellent," particularly appreciating the care taken with the collection service during the pandemic, including social distancing and disinfection. Debbie and Chris were credited for their organisation and customer service, contributing to Yvonne's decision to purchase four cars from Mazda Romford.
Areas of Concern: Aftersales and Transparency
Conversely, a number of reviews raise serious concerns about Mazda Romford's aftersales support and overall transparency.
Karl, in December 2022, expressed extreme disappointment with a "1 out of 5 stars" rating, stating, "Does not care about your car." He detailed how his Mazda 3, taken for annual servicing and MOTs to maintain warranty validity, had a headlight washer pump that was "glued shut and made nice" to pass previous MOTs. He only discovered this when another Mazda dealer failed his MOT due to the issue. Karl believes Mazda Romford should have identified and rectified this during previous visits, expressing a lack of trust in their thoroughness.
An anonymous reviewer in October 2022, rated the dealership "1.8 out of 5 stars," citing an "Untrustworthy salesman, poor aftersales." This customer reported being ignored via email and phone calls after noticing issues with a purchased used Mazda. They also experienced a "shoddy clean" and a scratch on the car after a service, with no apology or response received. Furthermore, the reviewer felt misled about the part-exchange value of their old car, which was later found to be significantly undervalued. The reviewer also noted that the salesman seemed less knowledgeable about the car's features than they were.
Stephen E, in February 2022, gave a "3 out of 5 stars" rating for "Terrible Service." While happy with the car itself, the driver's door mirror failed the day after delivery. More concerningly, his local dealer discovered an outstanding recall on the fuel pump that had not been addressed before handover. Stephen also reported unanswered messages and emails regarding his concerns and a request to buy the car back, leading to a strong recommendation against the dealership.
Specific Criticisms and Responses
Some responses to negative reviews offer further insight into customer grievances:
- Idd58's response to Karl's review: This reviewer claimed that Mazda Romford "mess up people cars," are "rude," "hide things," and are "unprofessional." They specifically mentioned that the "service manager is the main problematic person," describing them as "Rude and stuck up." The reviewer also suggested that positive reviews might be fabricated by the dealership itself.
- [email protected]'s response to Samuel T's review: This comment suggests that positive reviews are attempts to "counteract the truthful negative reviews," claiming that after the money is exchanged, customers are "treated like dirt if anything goes wrong."
- Bre's response to Stephen E's review: This brief but critical comment states that the situation described is "typical of Romford Mazda" and suggests reporting them to consumer services.
- Johnny's response to Margaret D's review: This reviewer claims that while sales might be smooth, "nothing else" is, with "pure mistakes" and an avoidance of responsibility. They describe the service manager as "not professional," "clueless," and speaking to people "like they are idiots," while also losing vital information. The reviewer suggests taking vehicles to alternative dealerships like Grays or Enfield for assistance.
Key Performance Indicators from Reviews
To better understand the customer sentiment, let's break down the recurring themes across the reviews:
| Aspect | Positive Feedback | Negative Feedback |
|---|---|---|
| Sales Experience | Knowledgeable, helpful, polite, patient, not pushy, smooth process. (Simon W, Al H, Samuel T, Margaret D) | Untrustworthy salesmen, less knowledgeable than customer. (Anonymous) |
| Vehicle Preparation/Delivery | Car ready for collection, easy process. (Samuel T) | Shoddy cleaning, scratches, unresolved pre-delivery issues (recall, faulty mirror), hidden faults (washer pump). (Anonymous, Stephen E, Karl) |
| Service Department | Efficient, resolved critical faults, provided updates, performed extended test drives, high standard of work. (Simon W, Yvonne B) | Identifies same issues year on year, fails to address obvious faults, potentially covers up issues for MOT. (Karl) |
| Parts Department | Polite, efficient, friendly, quick turnaround. (Mark L) | |
| Aftersales Support | Organised, excellent customer service. (Yvonne B) | Ignored emails/calls, no apologies, poor communication, unprofessional service manager, treated like dirt. (Anonymous, Stephen E, Idd58, [email protected], Johnny) |
| Value for Money | (Mentioned positively in several reviews, but specific details are scarce) | Expensive, undervalued part-exchange. (Idd58, Anonymous) |
| Problem Resolution | Resolved critical faults effectively and efficiently. (Simon W) | Issues not resolved, ignored, or handled poorly. (Karl, Anonymous, Stephen E) |
| Staff Professionalism | Knowledgeable, polite, friendly, helpful. (Simon W, Al H, Mark L, Samuel T, Yvonne B) | Rude, stuck up, unprofessional service manager, hides things, treats customers poorly. (Idd58, Johnny) |
Delivery and Collection Specifics
Focusing specifically on delivery and collection, the feedback is varied:
- Positive: Yvonne B praised the collection service during the pandemic for its adherence to social distancing, PPE usage, and car disinfection. This indicates that when the process is managed with care and attention to detail, it can be highly effective.
- Negative: While not explicitly about the delivery/collection *process* itself, several negative reviews mention issues that suggest a lack of thoroughness before the car is handed over to the customer. This includes pre-existing faults, outstanding recalls, and cosmetic damage like scratches. This can undermine the customer's confidence in the dealership's meticulousness, even before the formal delivery or collection occurs. The "glued shut" headlight washer pump is a particularly concerning example of a fault that was potentially hidden.
Common Issues and Customer Advice
Based on the reviews, several recurring issues suggest potential areas for improvement at Mazda Romford:
- Aftersales Communication: A significant number of customers report being ignored or receiving no response to emails and phone calls after a sale or service issue.
- Issue Resolution: While some critical faults are resolved effectively, there are instances where recurring issues are not fixed, or new problems arise (like scratches or unaddressed recalls) after servicing.
- Transparency: Concerns have been raised about the transparency of part-exchange valuations and the thoroughness of vehicle checks and repairs, with accusations of issues being hidden.
- Service Manager Conduct: The service manager has been specifically called out in multiple responses for unprofessional and rude behaviour.
Customers who have had positive experiences often highlight specific, helpful individuals. Conversely, negative experiences frequently point to systemic issues in aftersales support and a perceived lack of accountability.
Frequently Asked Questions
Q1: Was the delivery/collection service at Mazda Romford generally good?
The feedback is mixed. While some customers, particularly during the pandemic, praised the careful collection service, others experienced issues with the car's condition upon delivery, suggesting a lack of thorough pre-delivery checks.
Q2: What are the main complaints about Mazda Romford?
The most common complaints revolve around poor aftersales support, ignored communication, unresolved issues after servicing, and a perceived lack of transparency and professionalism, particularly from the service manager.
Q3: Are there specific staff members who are frequently praised?
Yes, reviewers have positively mentioned Dilraj Shokar (sales), Chris Willis (service queries), Connor (parts), H (sales), Debbie (organisation), and Chris (customer service) for their excellent contributions.
Q4: What advice do customers give if they have a problem?
Some reviewers suggest taking the car to alternative dealerships like Grays or Enfield if issues arise with Mazda Romford, and one reviewer recommended reporting the dealership to consumer services.
Q5: How reliable is the information in these reviews?
Several reviews are marked as "verified," meaning the reviewer has confirmed their email address or provided proof of purchase/ID, lending credibility to their feedback. However, as with any online reviews, it's important to consider the full spectrum of opinions.
Conclusion
Mazda Romford appears to have a dedicated team capable of delivering excellent service and resolving complex issues, as evidenced by the positive feedback from several customers. However, there is a clear and persistent pattern of dissatisfaction related to aftersales care, communication, and the thoroughness of vehicle preparation and repair. Potential customers are advised to weigh the positive experiences against the significant negative feedback, particularly concerning after-service support and problem resolution. For those considering Mazda Romford, it may be prudent to clarify expectations regarding aftersales communication and to ensure all vehicle checks are meticulously documented and confirmed before finalising any transaction or service.
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