Ive just had the misfortune to have a break down with my Jaguar. Fortunately its under warranty. This is the first time that Ive dealt with Marshall Jaguar Cambridge since 2017 after I had a very bad experience. This time I had no need to worry. I was looked after by Jonathan Giles in the service department. I cannot thank him enough for the great service that I receive. All work completed on time. 5 Stars indeed. Will be going back to Marshall in the future.

Fancy building, fancy cars, poor customer service from the service department so far.They fail to answer the phone within what I would consider a reasonable time (Ive tried repeatedly for over half an hour each time).They failed to identify & address a recurrent fault with my car.

One of the most appalling companies I have ever dealt with. I wonder if anyone actually works in this division. I have spent the last hour trying to phone in about my recent service as a brake cylinder reservoir cap had been left off and was missing, a replacement had been ordered. I have tried phoning now 8 times and the phones just ring and ring and no one answers. I have even tried selecting the sales office in the hope someone would answer hoping to sell a car, but no luck there either. Absolutely hopeless!!!

If I could give them zero stars, I would!Getting anyone to answer the phone appears to be a real challenge.When they do eventually answer, there is no one available to deal with your query and you are promised a callback...which never comes!Reverting to online booking, I received an automated reply to say that someone will deal with me request and 2 weeks later I have heard nothing.I will spend my money with another dealership and I would advise anyone else reading this to do the same!

Terrible Customer Service:Too many problems to explain them all... After dealing with a patronising and rude salesman, I liked the car I test drove so I put a deposit down to buy a car and secure it as sold to me. But 2 weeks later when I hadnt heard anything I chased them up to find out theyd sold it to someone else!After numerous other problems getting hold of people and lack of contact, they couldnt find me a replacement so over a month later Im walking away... or I would but they still have my £1000 deposit. Even the sales manager said it was being processed and would be back in my bank in 3 working days... that was over 2 weeks ago and Im having to chase them again.Its simply not acceptable to treat customers like this, especially as youve still got my money. Terrible.

I have tried to contact the service department for 3 weeks (every 1-2 days). Every single time I received no answer from the service team. Main reception took details and message and promised a call back, which never came. Eventually managed to speak to someone who told me she knew nothing about my calls/problem and was very reluctant to help. Very poor customer support.UPDATE 28/07: After the response on google reviews by Jaguar I send my contact details straight away. Of course no one contacted me.

Cannot fault the customer service the sales team are great very helpful

Do not buy from this company. We paid a deposit for a car. We never got the car (they sold it to another customer) or our deposit back. Terrible customer service.

I bought a used approved Jaguar from another dealer a month ago. I bought it unseen (I was sent a personalise video that showed all the features) as it was too far away to go look at in person. Unfortunately the condition it arrived in was not as described and I don’t believe it had been properly checked over before being delivered. Nothing huge was wrong but enough to take the shine of buying the car and below my expectations of a Jaguar Used Approved.Step in Rebecca, Megan and the rest of the service team at Marshall Jaguar Cambridge! They made sure I was booked in quickly and all the issues put right to a high standard. This was all despite the service centre being incredibly busy with people having their cars checked/serviced post lockdown. They also facilitated the payment from the dealer who sold the car over the phone, saving me the hassle of paying upfront and trying to recuperate the money later.Thanks again for going above and beyond!

Nice & elegant. Good availability of great models.

Great customer service, Covid guidelines adhered to. Repair and service carried out to exceptional standards.

Very good service from Gareth

Had to book in my car for a service. All well organised and sanitized environment for me to work on site whilst waiting for car to be ready. Good customer service

Absolutely appalling customer service and after sales care. Marshalls have no interest in anything apart from getting your money for a car. Then you’re on your own. They also have no respect for your car when it’s with them or in repairing the damage they cause. AVOID AT ALL COSTS. I WILL NEVER EVER BUY A CAR FROM JAGAUR IR MARSHALLS AGAIN!

I have just sold a mint condition, classic XKR to Marshall Jaguar Cambridge. The customer service from everyone from technicians to sales was so much better than a few years ago. Especially Ella Fish, the sales manager, who couldnt have been more polite, friendly and professional and the salesman, an Arsenal fan, who dropped me home. Thanks to everyone.

Visited in 2018 to buy XE but so put off by unfriendly staff went to Norwich Inchcape to make purchase. Two years later decided to give Marshall’s another chance as I wanted to change to F Pace. What a transformation - staff very friendly, helpful and everything that I might have expected - now a proud owner of what I am sure will be an excellent car. Many thanks to both Charlie and Stewart, you’ve rekindled my belief that salesmanship is much more than just ticking boxes! Well done.

I took my car in for a service at 09.45 and was kept waiting for 20 minutes before I could see anyone. Various executives (an executive is someone in a white shirt, slightly overweight with tight fitting trousers and a shaved head with winkle pickers) and eventually got rid of my car. I was assured that it would be ready by mid afternoon, I telephoned at 3pm and they were too busy to talk to me, eventually somebody phoned and said it would be ready around 4pm to 5pm. I collected at 4.15pm. These people are quite useless; I shall never buy a Jaguar again thereby avoiding Marshalls.

Very professional

Exceptional......If I could give more than 5⭐ I would.I have just purchased an F-Pace and the customer service was friendly, professional and genuine.A BIG thank you to Terry Beckwith who went the extra mile and was absolutely amazing, he was not pushy once he listened to what we wanted and it was a breath of fresh air. Terry is a real credit to Jaguar. THANK YOU

Brilliant service as usual

Marshall Jaguar Cambridge supplied and have also serviced my car over the last few years. The team are all so friendly and helpful. I will defiantly be buying my replacement car from you. Keep up the great work!

Never got any parts in stock

I had an great experience Rebecca was excellent ,professional and friendly, Ive seen bad reviews of Marshalls but can only say I would go back again and recommend my friends

Booked a month in advance specifically to get a loan car because I need one. Told 30 minutes after I arrived that there was no loan car available. Asked to speak to the manager and 3 hours later still did not see me. I had to go for an engineering recall. Do not depend on having a car if you use this garage.

Third Jaguar I have bought and the first from Marshalls Cambridge. From start to finish the service I received was excellent. Kirsty, who was the sales assistant dealing with my purchase, was great throughout. She was helpful, courteous and honest. I was kept informed and updated throughout and the deal produced met my needs. The handover process was really smooth with the business manager very professional and polite. Ella, the sales manager, was also very professional and helpful. On top of the positive experience I had, I love my new F-Pace. I would strongly recommend Jaguar at Marshalls Cambridge and I would buy again from Kirsty.

Very impressed with the attitude and knowledge of the salesman I spoke with today. Very honest and helpful when we were looking at the Electric vehicle options

My wife and I called in to view a used XF that was advertised and were most impressed by help and assistance provided by Nick Hipwell, particularly his patience as we returned for a further test drive . Nick listened and strove to ensure that we received the exceptionally well presented car we wanted without any hitches and with thoughtful personal touches. The welcome and service we received from all the staff during our several visits was lovely.

Very well prepared for coronavirus..

Would neber recommend this place. Unprofessional. Horrid lady there full of herself. Made us wait 2 hours! And we had booked.

Just to say thank you to Terry Beckwith and the team at Marshall Jaguar Cambridge. The support and effort shown when recently purchasing my E Pace was outstanding and very reassuring. I have been dealing with Marshalls for fifteen years and am pleased to say that the commitment shown on my last transaction is the best to date.Well done to all involved and thank you. J.

Amazing customer service. Both the Parts Section and the Service Department were exceptional. I definitely recommend this company.

Ive been trying to become a customer of Marshall Jaguar for the last two weeks. I used the email contact service as provided on their web site. No reply. I contacted their contact us facility. Got a reply this time and was asked for further details. I gave these via email. Ive had no reply in a week. Sent an follow-up email to the Franchise Director - no reply. Im giving up now. What a complete shower. If I could give less than 1 star, I would.

Please donot try to hide your poor customer service with corvid19. This is the norm with Cambridge Marshall group, as it hasnt changed over the years.Help, what positive remark can I say about this place Ill start with the same sentence Ill finish with, any business who has less then 4.0 score on Google reviews has serious customer issues, and is not customer focused.What Ive personally witness first hand, my friend has gone back and forth to Jaguar, and numerous phone calls, where you find yourself constantly repeating your issues, however your never able to actually get the right person from service, or service management. All you want is to discuss further, even if you just want to change the appointment time, its constant phone calls. If the management behaves this way then the staff copies. And all you want is a call back.So the story is my friend paid for a full service on the XF, which includes the jaguar point check, when the car was returned they mentioned on the paperwork, not with clarity, even the Jag service did not understand their own remarks, also no pictures no explanation, just a tick on a box stating rear differential leaking however only a Amber traffic light in thier document, which is Jag language for not urgent issue. Howaver the car was returned and apparently with a oil leak, and has made mess of the driveway, being a engineer Ive check under the car its seems to becoming from the front of the car, so when asked about this, they are unable to explain the comment made in the notes, except return the car in two weeks for them to investigate at a £168.00 per hour. Im confused, the car had a leak which could be from the engine area, also it did not leak before service and apparently it leaks now, and not from the rear of the car or at the rear differential, so shouldnt they investigate immediately, as a potential oil leak is very serious for a engine, and for us it could mean a loss of a car. Therefor I called Jag to help my friend, Jag promise to call back and book car for immeadite investigation, as yet no phone call has not been returned by management.I have left a message, but they seem to do this alot, never return a call. Instead they prefer their customers being a parrots, constantly repeating conversation with reception and service. This could be an error from a poor service, where oil filter or sump Bolt has not been tightened, or oil residue cleaned after serving.Anyway previous google reviews explains it all.take care everyone, better goto a standard garage.

I have just had the worst customer service ever from Janet in Marshall’s Cambridge .. her attitude was appalling actually told my husband and I that our attitude was disgusting when we expected a car to be prepped for a appointment we made 23hours ago !!!! We arrived early , roads were very quiet , to see the car I was expecting to drive sitting dirty in front of the show room , the guy who was supposed to be looking after us was sick , so he brought the car in to hand over to someone else , fair enough. 15 mins later the car was still sitting there , a sales man started taking our details before the test drive and when my husband commented that the car was not cleaned and sterilised , he told us it would take him about 10 mins to do . I was really excited about test driving the car so was trying to make allowances ... I was expecting to like it and buy it . Janet overheard my husband saying he was disappointed that the car was not prepped as promised when we made the appointment the previous day. Janet asked us what the problem was, when we stated we were expecting the car to be ready ... well her reply was appalling, “did we know they opened at 10.30” “someone is sick”” your attitude is disgusting “we had barely said two words to her. I have Never Walked out of a shop before , but when she told me we were disgusting , that was it I had to leave , I-have never been so insulted. To be disgusting because we expected the car to be ready and sanitised during social distancing, never mind that in the normal world I would expect any car to be at least clean when you go to buy it ... how in any ones mind ... especially someone who sells cars .. thinks that is acceptable not to clean a car you are trying to sell is beyond me. JANEt lost that sale .. probably not even her commission, so she probably does not care. Write to Jaguar , she told my husband, if you want to complain!!! I am not surprised that the customer rating is so poor for this dealer, if she worked for me she would be sacked. Customer service is a basic requirement for any business . There are some great courses available .. I strongly recommend this dealership goes on one!

Charlie was brilliant and they were really helpful in trying to get us the car we wanted Really looked after us during our visit

Popped in for ad blu refill. Excellent prompt service. Staff very polite and friendly.

If you wish to experience the very worst in service then Marshall Jaguar Cambridge is for you. I bought a new iPace and have been astounded at the completely dreadful service that I received. From the outset their salesperson was lazy and careless. The car was filthy on delivery and the footwell full of gravel. The handover was a joke... youve got the app.The car never functioned properly and was delivered without the sim card that was central to the navigation and other media systems. This was never resolved. Emails and telephone calls were simply ignored. This company rates as one of the very worst that I have had the misfortune to deal with .

Not surprised to see such a low rating for this dealership. A truly shocking dealership for its brand. Will never return or recommend to anyone. If you want the professional service you expect, head to Milton Keynes Jaguar.

2 examples of poor customer service now. Tried to buy a car from them and left my details to call me back twice which no one did, so I bought it from elsewhere. However as it is my local dealer I planned to use them for service/repairs. Have just tried to contact them to look at a suspension fault on my 6 month old car and it is a 6 week wait for an appointment just to diagnose a fault nevermind fix it. It is interesting to note how busy Jaguars fault finding department is.

Very rude and terrible customer service avoid at all costs !

A year or so made up my mind to get a jaguar xf sportbreak. Went into Marshalls and spoke to someone about it. Left my number so that they could tell me what was available but then never heard another word. Got a car, which I love, elsewhere. Hard to imagine how they remain in business.

Slow today

Land Rovers -The best 4 x 4 by far. This is where to go in this area for the cars that can go anywhere.

DONT DEAL WITH THIS DEALERSHIP ITS GOT THE WORST CUSTOMER SERVICE POSSIBLE.Also if you read their few good reviews they read like theyve written them themselves , I mean how many people do you know called Marlone? Well 2 have Jags and one of those has a range rover from Marshalls and a skoda from Marshalls too, yeah right !!!

First time purchase of a F Type SVR from Marshals Jaguar Cambridge. I must say the way I was treated from start to finish was impressive. I felt comfortable with no unnecessary pressure throughout the sale. The salesman James Radwell, even came in on his day off to accommodate my collection of the vehicle. Thanks again James for making my purchase a pleasurable one, Hope to deal with you again!

Appalling customer service. I picked up a 1 year old XF and immediately on pick up there was a serious vibration through the car. This was found to be the exhaust touching the chassis. Why was this not picked up on inspection of the vehicle prior to delivery as stated in their ‘approved used’ checks? 3 weeks later the exhaust dosing system failed and the washer fluid level sensor faulted. This took nearly 2 weeks to resolve. After that the vibration was back, not as bad as before but definitely not right. Couldn’t book the car in to be looked at for 2 weeks. Other issues were a loose bumper, missing valve caps on a car that has allegedly been professionally prepared. When I complained I got absolutely no response from the sales person or the management team. I felt deliberately ignored. In the end I didn’t bother getting the fault looked at as I got rid of the car and bought a BMW instead. I suggest anyone else contemplating buying a Jaguar from Marshall’s Cambridge does the same. I will never use this useless shower of idiots again.

Staff great and very knowledgeable, happy to leave us browsing, but keen to answer questions.

Personally visited the Cambridge dealership for the first time to arrange an annual service for my XKR. The service advisor was obviously stressed and uninterested. Unable to find my car on the system or quote a price for the service.Will I use my local Marshall Jaguar dealership again ? NoI WILL drive the 8Omile round trip to Jaguar Lancaster Milton Keynes who looked after me so well last year.

Very good experience and excellent help from Harry.

Brought a brand new car. Within 4 days had to go back for repair. Received back today and now a new fault. The customer service from the service department is appalling. They dont call back. They have zero customer care. I should not have bought a car from this dealership.I will use Grange Jaguar at Welyn for my servicing and see if they are any better. P Elwood

Called today with faulty air-con on our F-Pace. Jess was very helpful but Marshalls not.Car is in warranty but cant be seen for a week. Marshalls cant provide a loan vehicle or a collect and return service. Poor customer service for a premium product?? I certainly dont get treated like this when Vindis VW has our other car. Have been a Marshalls customer for 16 years and feel let down, such a shame.

Excellent Service buying my last car! Always friendly whenever i get my cars serviced.

Wanted to find out a little more about the XE XF and F-Pace but unfortunately no one around to help and answer our questions. Quite disappointed.

Having problems with my wash/wipe ! Phoned to book it in as losing 5 litres every 2/3 days. They cant see my car until 19th March (today is 4th February 2019).This is 2nd time I have experienced this type of delay. Previous time was a Recall and it also had a 6 weeks delay to see it. Come on Marshals Jaguar, you have a PREMIUM product but you are offering a THIRD RATE service. My car is due for review at end of March. Would like to stick with the brand, but not with kind of back up.

Had a failure of a window regulator early one morning, so vehicle was not secure. I was seeking to get car repaired, at the same time trying to reschedule airline travel. Marshalls collected the car and proceeded to repair quickly. Service team and support were very good; reason for dropping one star is it took several attempts intially to get a call back from the Service Department. However, once in direct communication they did an excellent job. Very pleased and I will continue to use them for servicing etc.

Very rude staff including the manager, had to approach them twice just for a quote but no response at all. Do not want to sound harsh but I felt I was discriminated because of my race. On the same day went to Merc showroom the reception was absolutely lovely. No wonder Jagaur is loosing trade.

No one seems to be in charge. I have given up trying to get them to quote for the cost to fix the air/con of the used Jaguar they sold me and taken it to an independent Jaguar specialist instead.*************************************One year later:I had to prove to Marshalls that I was covered by their extended warranty - eventually they agreed. After two months, with missed booking dates and “no spares”, today they discovered that my warranty did not cover my rear diff because oil seals are not covered - but the spare diff they had ordered did not fit… they did not seem to know that 2008 model XFs diffs are not made anymore and that diff replacements require wholesale replacement of connecting transmission items - but they still charged me for needless strip down / rebuild (although they did reduce the cost when I argued with them).

Great cars, great service.

Excellent service

Good service all round

I bought a one-year old XF that had been sold by Marshalls and then been in an accident. After explaining that the accident meant the warranty had been invalidated, they quoted me over £1000 for some investigative work (charged at £128 + VAT per hour, regardless of their ability to find the fault or cure it). They even trotted out the manager (who seemed clueless and just followed the lead of the guy whod been so obnoxiously dishonest all along), to reinforce how they couldnt help without a massive injection of cash.I later took the car to another Jaguar dealer who instantly offered to repair under warranty, even acknowledging the accident wasnt a problem by replacing (and rightfully charging for) a clip that the repair shop hadnt refitted properly.It was borderline thievery, pretending the warranty had been invalidated when clearly it hadnt. Never, ever go there unless you have absolutely no choice.And Jaguar - choose your dealers more carefully, because this one will scare off and alienate more people than they bring in. If I could give no stars and a raspberry I would.

Much better than the old site, nice new building, staff seem much better than before, new management team seems to have made all the difference.

Very Helpful and informative would highly recommend

Traded in my Xf for an Xj back in April. the Xj was 6 months older and slightly higher mileage than my Xf but I was happy as it was a better car. on signing up I was told that I would get a new set of mats and a polish pack as part of the deal, so I left my mats in my old Xf. on the journey back home to Lincoln there was a very bad shudder through the steering when braking. I was told the car had been MOTd and serviced prior to collection. I reported this to my local Marshall dealer who got authorisation to check it over and this resulted in 4 new discs. it was under a 2 year warranty but I was impressed with the speedy outcome. as the days went by and then turned in to weeks I asked about the mats and when they would be delivered. each time I was told they were on order and should be with me shortly. also I had no stamped service history booklet with the car so had to take their word at the time that all would be in order. Again I was assured this would be sent to me. I emailed weekly for follow ups and just kept getting fobbed off. It came to the point where they didnt even have the courtesy to reply. I emailed several people their end but got fobbed off or no response. I got my local Marshall dealer involved who made slight inroads but still not resolved. finally 1 week ago I received the mats and the polish pack. I still have not received the service booklet and am told they do not exist anymore as its all done on line, yet the newer xf I traded in had one which was stamped and up to date. Another cop out I guess. I asked for an explanation and response to the issues each time I emailed recently yet despite my email being forwarded to various so called Managers, none have actually come back to me and given a reason as to why I have received this appalling standard of customer service for a new customer.from the start it was a case of sign on the dotted line, take the money and run. once I had driven off and the sale was complete that was it. that is the way it came across. How terrible to constantly be fobbed of and no one in a senior position to actually explain the reasons for the failings. it may be only trivial things like mats etc in some peoples eyes, but when you purchase a car especially one such as Jaguar which is synonymous with luxury and prestige, you expect a level of service like no other. to constantly be fobbed off and lied to is terrible. still to date I am waiting for the book which will not be the original and will be stamped retrospectively, which again I dont understand, and still waiting for an explanation and an apology which to date has not been forthcoming at any point over the past 3 months. I guess its me who should be apolgising for deciding to deal with this shabby excuse of a dealership who care more about posing as prima donnas in their fancy suits rather than dealing with the customer in a respectable professional manner.If you have a choice, choose to give them a wide berth. they will talk the talk but fail to deliver once they have the deal. 1 is the lowest score available on the reviews and too be honest they are not even worthy of that. the amount of time I have spent chasing with emails and phone calls at my expense is unbelievable, but as mentioned, not one single apology. feeling miffedI notice on here, many other unsatisfied customers and the response is always the same, we shall pass on your comments to our management team. well good luck with that one. the management team have gone into hibernation i think and dont know where to start when it comes to dealing with customer complaints.

Good service from sales

Bunch of unqualified people.Been there 4 times within last 2 weeks to repair issues with decompressed and not working AC.After 4 times AC its not working, they just find a leek in system and repair it.AC still not cooling.Also they overpriced Jaguar Fix Prices which should be for some repairs same everywhere.

We recently had our Jaguar seviced at Jaguar Marshall. The customer service was diabolical. There is a split in the leather seat in a car which is 7 months old and they refused to address it. The rattle which we wanted looking at has become worse. When I was called to provide customer service feedback I highlighted the issues to them and was informed I would receive a call from the service Manager the next day. It is now 5 days later and there has been no call. Further to this the car has recently gone to a tyre centre to have a flat replaced and it transpires that one of the other tyres was illegal - yet just over a week before Marshall never even mentioned that it was near limits.I will never use them again and I will not be purchasing a vehicle from them in the future.

Excellent service.

Very good experience, friendly not hard sell.

It is difficult to overestimate how poor the customer service is at Marshalls. Both in the sales and service department. Marshalls are just milking their near monopoly in Cambridge.

Excellent service

Good dealer

Only dealt with via telephone - seems getting answers is like getting blood from a stone

We bought a Jaguar from here just over a month ago, still waiting for the spare key, after many phone calls, still waiting for a spare key. Have a problem with the car and they are not interested at all in helping. Next step Trading Standards.

Very poor car service

Bad employer

I wouldnt go back :-(

Shocking service