Delivering a fantastic customer experience

Latest Feedback

Thalie Degraaf
Pulman Volkswagen Durham, Aftersales Department - I was driven home shortly after I dropped off my car for servicing and then the car was delivered to my home address when the service was complete. The work was completed in the time specified. Complimentary drink offered on arrival was a nice touch, though I didn't take up the offer. Car was driven to my house at the end of the service rather than me being picked up from my house and being taken to the garage to collect my car. The car was cleaned very well. The email with the inspection report was useful. The initial problem with the service plan was dealt with quickly and resolved by a member of staff who kept me well informed. Easy booking process and service went as expected including courtesy transport to and from the garage. Good communication and was kept well informed
Stephen Hailes
Pulman Volkswagen Durham, Aftersales Department - The service manager Phil took the time to speak to me direct following my request to bring forward the booking date, where he assured me my request would not be a problem and he was true to his word. I greatly appreciate how busy they were and when making my original booking I took the first available date. The fact I had to bring this forward by over a week and I was accommodated without any fuss, shows how highly they value their customers. An accommodating gesture that I greatly appreciated and helped me out with childcare issues which could have caused a bit on an issue this week. However due to their excellent customer service I now do not have the childcare issues and I can now plan my trip with my daughter during the school holidays.. First class customer service, the work was carried out and my car returned within the time frame to suit myself and the car was lovely and clean. First Class customer service, who are very proactive with a last minute change being accommodated without question or fuss. As i changed to date at short notice, the whole booking process was handled with true professionalism, with a no problem attitude, this was second to none in term of their customer service, I cannot praise them highly enough. A customer service that is second to none in my opinion, I generally do not give much feedback, but credit where credit is due with the superb customer service provided. I moved the original booking a very short notice and this was done without hesitation, well done to the service team at Pulman VW, Durham. Unsurpassed customer service, I really cannot rate them highly enough. I changed the booking at short notice and their can do attitude meant I was accommodated without any problem. The whole experience when arriving at the dealership, being offered refreshments free of charge, to the welcome I received when I returned to collect the car is first class. They go over an above to make you welcome and the attention to detail in explaining the work that had been carried out, highlighting any advisory notes, to showing me where my extremely clean car was parked, the customer care provided is superb.
David Grady
Pulman Volkswagen Durham, New Car - From the moment I decided to purchase the vehicle I was kept up to date on the progress of the vehicle. i e. Date it arrived in the country, arrival at garage, video of vehicle on site , date for collection at my convenience. Sales person Chris Taylor I dealt with was very efficient and professional. Explained everything in detail regarding the vehicles on offer and ensuring that I made the right choice for my particular circumstances. I knew which model I wanted to purchase as I my three previous cars had been the same model. Test drive confirmed it was the right car for me. ie. Performance, size, price. I have dealt with Pulman VW. in the past and in their correspondence they always said their aim was to give a fantastic customer experience I am pleased to say they have kept their standards up and the still do. On entering the building I was made to feel welcome by the friendly staff. Offered a drink on arrival and during the visit offered food if I required it. Chris who I dealt with was very efficient made sure I understood everything about the vehicle and fully explained the financial implications of the purchase. Was not pressurized in anyway to make a decision. From the moment I entered the site I was treated by friendly efficient staff. I was shown to a parking space for my old car. On entering the building I was greeted by friendly staff who offered me tea or coffee I was then looked after by a friendly very efficient sales person
Dorothy Greener
Pulman Volkswagen Durham, New Vehicle - Arrangements for my visit were made, staff were expecting me at the arranged time, and time had been set aside for helping me to make my choice. The advice I was given was relevant to my situation. The advice I received was excellent. The salesman Craig Hayes that I was happy with the car I bought. He did not press me to buy a more expensive car, just a car that would suit my needs. I always feel that Pulman take care with their advice, and offer a friendly and professional service. I think Pulman provide an excellent service, by making a customer feel comfortable, supplying refreshment, and providing solid advice which is suitable for the customer’s needs. All members of staff were friendly, helpful, and knowledgeable.
Darroch Hall
Pulman Volkswagen Durham, New Vehicle - The retailer did all of the organising and handover for me. I was given clear answers by Mick Stones to all of my questions about the whole process, in a way that even I could understand! Yes, I was given a test drive the same day I walked into the showroom to make some enquiries and a new car. An excellent experience all 'round, from start to finish. I have recommended Pullman to my partner (who is going there to purchase a New Polo), as well as friends and family. I was treated very well. The whole process can be a bit confusing but I was guided through it carefully. I was also kept up to date on all stages of locating and delivery of the new vehicle.