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1 month ago
I recently purchased a new MG from James Haugh (Dumfries) and the entire experience was extremely disappointingboth the car itself and the subsequent refund process were handled very poorly.
The car was well below the standard expected of a new vehicle (or even a well-looked-after used one), especially given its price tag of a new IM6. It arrived with various scratches, compound stains, buffer trails, green staining to interior plastics, and a cracked number plate. These faults were noted by the dealership before they asked me to pay in full prior to collectionunbelievably bad practice and quite astonishing lack of effort in preparing a car at this price point.
When I rejected the car on Monday 30 March, Chris (the owner) had a terrible attitude. Instead of apologising for the condition of the vehicle, he played down my concerns and stated that no new car comes like new anymore regardless of make or model. He also tried to lock eyes with me in what felt like an attempt at intimidation. This made my partner and the sales person feel very uncomfortable. The sales person was actually okay to deal with, but I suspect he has a difficult time working with Chris.
The refund process was just as bad. It took two days after rejection for them to claim they didn’t have my bank details (despite the original payment being a bank transfer, which would have shown my details). I had to provide them again on Wednesday 1 April morning. The day after I supplied my bank details, I was told that the bank was cancelling the original payment. In reality, the payment wasn’t cancelled at allthe money only arrived on Wednesday 8 April via Faster Payments (which normally processes in a maximum of two hours and works on bank holidays and weekends).
As the money had come fromChris’s Accountand given Chris’s abysmal attitude, thefelt like nothing more than a petty attempt at retaliation.
I am thoroughly glad I have now taken my business elsewhere.
I strongly advise others to think twice before buying from James Haugh.
Leonard Mein
James Haugh MG Dumfries
Response from James Haugh 1 month ago Hi Leonard,
Thank you for taking the time to leave your feedback. We are genuinely sorry to hear that your experience did not meet the high standards we aim to provide.
Regarding the condition of the vehicle, we fully acknowledge the concerns you raised during your visit. Our team did attempt to rectify the issues identified, but it is clear that we were unable to meet your expectations on this occasion. We will be reviewing our preparation and handover processes to ensure improvements are made going forward.
With respect to the refund, we requested that our bank cancel the original transaction so that the refund could be issued directly by them. As this request was submitted over the bank holiday period, the bank did not process it until earlier this week. Unfortunately, the timing of this was outside our control, and we appreciate how frustrating the ## must have been.
We are disappointed to hear that aspects of your interaction with our team made you feel uncomfortable. This is certainly not the experience we want any customer to have, and your comments will be shared internally so we can reflect and learn from them.
While we regret that we were unable to provide a satisfactory outcome for you, we do value your feedback and will use it to help improve the service we offer.
If you would like to discuss anything further, please feel free to contact us directly.
Kind regards,
James Haugh Dumfries
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1 month ago
Fantastic company!!
Lorraine Montgomery
James Haugh MG Dumfries
Response from James Haugh 1 month ago Hi Lorraine, thank you so much for your review. We are so pleased to see this, and your kind words mean a lot to us!
Kind regards,
James Haugh MG
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2 months ago
Graham New
James Haugh MG Dumfries
Response from James Haugh 2 months ago Thank you for rating us 5 stars! We really appreciate it!
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2 months ago
Extremely poor
We had the language change to Chinese over night and called in to ask if someone could help. First question wasdid you buy the car hereclearly not as it was from Arnold Clark, then unsurprisingly there was no one available to help (5 minsSorted it myself in the end but won’t be returning to this dealer, very unhelpful and a poor advert for MG, never been treated like this before at Arnold Clark.
David Charles
James Haugh MG Dumfries
Response from James Haugh 2 months ago Hi David,
We’re sorry to hear that you felt disappointed by your visit to us. Our team will always try to assist customers without an appointment where possible, but availability can vary depending on how busy the showroom and service departments are at the time.
We’re glad to see you were able to resolve the issue with your vehicle settings. Providing helpful and friendly service to everyone who visits is important to us, whether or not you purchased a car from us. Your feedback has been shared with the team, and is important.
We hope you will consider us again in the future for the opportunity to demonstrate our commitment to excellent customer service.
Kind regards,
James Haugh MG
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3 months ago
We use James Haugh regularly to service our MG, to deal with the tyres, to sort out any faults and to take care of the car. Shona, Steph and Leon provide the best customer service we have ever had, in more than 50 years of motoring. They make everything simple and easy. James Haugh MG servicing could not be better. What a lovely team!
Nick Lyth
James Haugh MG Dumfries
Response from James Haugh 2 months ago Hi Nick,
We really appreciate your wonderful review! Thank you so much for your incredibly kind words and for your continued loyalty to us here at James Haugh MG.
It’s fantastic to hear that Shona, Steph and Leon have made such a positive impression. We’re very proud of the way they look after our customers, and your comments about their service over 50 years of motoring will really mean a lot to the whole team.
Thank you for trusting us with your MG. We look forward to welcoming you back again in the future.
Kind regards,
James Haugh MG
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3 months ago
They are very good xxx
kaley mcconnell
James Haugh MG Dumfries
Response from James Haugh 3 months ago Hi Kaley,
Thank you so much for your 5-star review and kind words, we really appreciate it! Thank you for choosing us.
Kind regards,
James Haugh MG
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3 months ago
My wife and I have bought cars from James Haugh for around 30 years. We recently purchased an MG and the service we received from Grant Cowper and Chris Haugh was excellent as usual. They take time to go through the process and kept us informed regarding delivery date and other information. The hand over went smoothly.
Rab & Ismay Murray
Ismay Murray
James Haugh MG Dumfries
Response from James Haugh 3 months ago Hi Rab and Ismay,
Thank you both for your continued loyalty over the past 30 years — it truly means a great deal to us.
We’re delighted to hear that Grant and Chris provided the excellent service you’ve come to expect, and that your MG handover went smoothly. I’ll be sure to pass on your kind words.
Wishing you many happy miles ahead, and we look forward to welcoming you back again in the future.
Kind regards,
James Haugh MG
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3 months ago
Grant was a helpful and efficient young man with a cheerful personality. It was a pleasure to deal with your company. We are pleased with the MG.
walter wightman
James Haugh MG Dumfries
Response from James Haugh 3 months ago Hi Walter,
Thank you so much for your lovely review. We’re delighted to hear Grant looked after you so well and made the experience an enjoyable one. I’ll be sure to pass on your kind words to him.
Wishing you many happy miles in your new MG, and we look forward to seeing you again in the future!
Kind regards,
James Haugh MG
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4 months ago
Small, local, independent dealer and it shows! More personal service (Chris is extremely helpful and not at all pushy), service staff are flexible and try to work with you (unlike the take it or leave it attitude of mainstream dealers).
Overall a far better, more pleasant & friendly way to buy a car!
Stuart
James Haugh MG Dumfries
Response from James Haugh 3 months ago Hi there,
Thank you for such a thoughtful review! We’re really pleased you enjoyed your buying experience with us. Our team always aims to offer flexible, friendly service without any pressure, so it’s great to know that came across. We truly appreciate your support and hope to see you again in the future.
Kind regards,
James Haugh MG
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10 months ago
Absolutely brilliant experience going in to look at a couple of cars, Grant Cowper came over introduced him self showed me and my son a couple cars and helped me decide a fair car fair price and came out over the moon and a few days later I have a stunning new MG
Robert Little
James Haugh MG Dumfries
Response from James Haugh 10 months ago Hi Robert,
Thank you so much for the fantastic review! We're thrilled to hear you had such a brilliant experience with Grant and that you're loving your new MG. Enjoy the drive, and we hope to see you again in the future!
Kind regards,
James Haugh MG
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1 year ago
John Ference
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi John, we have reported this review to Google due to a conflict of interest, as you were previously an employee at James Haugh and are neither a customer nor a recent visitor to the business.
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1 year ago
Absolutely Brilliant service provided when I purchased my new MG, Rob was a great help.
He provided all the information I needed and made it clear with a very friendly approach.
I'm very happy with my new car.
K M
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi there,
Thanks so much for the lovely review! We're thrilled to hear you're happy with your new MG. Rob will be pleased to know his friendly and helpful service made such a positive impression. Enjoy your new car!
Kind regards,
James Haugh MG
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1 year ago
Gregory Smith
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Gregory, thank you for rating us 5 stars, we really appreciate it!
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1 year ago
felicity henderson
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Felicity, thank you for rating us 5 stars, we really appreciate it!
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1 year ago
Jonathon Mcwhir
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Jonathon, thank you for rating us 5-stars, we really appreciate it!
Kind regards,
James Haugh MG
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1 year ago
Very informative, knowledgeable and spent time explaining everything, nothing was too much
Fiona Allison
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Fiona, thank you so much for your kind review, we really appreciate it!
Kind regards,
James Haugh MG
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1 year ago
Wonderful customer service , second to none and couldn’t fault all the help they have given .
Anna Metcalf
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Anna,
Thank you for reviewing us, it's great to see you found our customer service was second to none! We really appreciate it and hope to see you again in the future.
Kind regards,
James Haugh MG
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1 year ago
I've been driving my own cars for more than 50 years and never experienced such excellent service. Steph and Danny in particular are outstanding. I cannot imagine being in safer, more efficient or faster hands, but all their colleagues share the same qualities.
Nick Lyth
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Nick,
Thank you so much; what an amazing compliment! We're truly honoured to have provided you with the best service in over 50 years of driving. Steph, Danny, and the whole team will be thrilled to hear your kind words. Thank you for your support. We look forward to seeing you again in the future.
Kind regards,
James Haugh MG
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1 year ago
Grant Cowper was a great help and a very pleasant young man. Highly recommend a visit to Haughs on St Mary’s Street
David Thompson
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi David,
Thank you for your kind words! We're delighted to hear that Grant provided such a great experience. We appreciate your recommendation and hope to see you again. Enjoy your new car!
Kind regards,
James Haugh MG
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1 year ago
Super friendly service. And a good deal.
Louise Irving-Davidson
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Louise,
Thank you so much for your kind words and 5 star review, we really appreciate it!
Kind regards,
James Haugh MG
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1 year ago
Thank you to Grant for all his advice and help when we bought our first electric vehicle. His customer service was excellent and we couldn't have been happier . The whole experience was straight forward and we were very impressed with the MG ZS that we bought. He explained all the controls and systems etc that the car had and we just wanted to show our appreciation for the way that we were treated. Many thanks again to Grant and we look forward to dealing with you again sometime in the future.
David Edgar
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi David,
Thank you so much for sharing your experience! We're thrilled that Grant made your first electric vehicle purchase so positive and straightforward. It’s great to know you're happy with the MG ZS and that Grant could guide you through all the features and controls. We look forward to welcoming you back in the future and helping with any of your motoring needs. Thanks again!
Kind regards,
James Haugh MG
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1 year ago
Less than a month ago, we went into MG and spoke to Grant, a very pleasant salesperson who make the whole process so easy and relaxed. From showing us the car and explaining the complete process, he could not have been more helpful. No pressure to buy, once picked, he kept us informed and was very helpful with the handover. Once again, thank you. Janette Smith and family
Janette Smith
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Janette,
Thank you so much for your wonderful feedback! We're delighted to hear that Grant made the experience easy and relaxed for you. Keeping our customers informed and comfortable throughout the process is so important to us, and we're glad Grant delivered on that. We appreciate your trust and hope you're enjoying your new MG!
Kind regards,
James Haugh MG
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1 year ago
Rob made purchasing my first brand new car so easy and painless, his knowledge, passion and humour is what made this a done dealRob and the fact that this is still a local family owned business are good reasons for buying your next car from James Haugh MG Dumfries.
As for the carit is amazing, enough gadgets to keep me entertained, but not too many to confuse me.
I would highly recommend Rob, James Haugh and MG.
Jude Weddell
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Jude,
Thank you for your fantastic review! We're so glad to hear that Rob made your first car purchase a seamless experience. His knowledge and passion truly shine, and it’s wonderful to know you’re enjoying your amazing new car! We appreciate your support for our family-owned business. We look forward to welcoming you back in the future! Happy travels!
Kind regards,
James Haugh MG
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1 year ago
Tam McClorey
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Tam, thank you for rating us 5 stars! We really appreciate it.
Kind regards,
James Haugh MG
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1 year ago
David Sweeney
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi David, thanks for rating us 5 stars! Customer service is very important to us, and we work hard to deliver great experiences. This is great to see.
Kind regards,
James Haugh MG
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1 year ago
Excellent service from James Haugh MG. Simon was very friendly, offering great advice on the purchase of my new car. I was kept well informed every step of the way and Simon made the process so much easier. Thank you to Raymond for the most thorough hand over that I have ever had buying a new car. I would certainly recommend this garage.
Campbell Jardine
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Campbell,
Thank you for your wonderful feedback! We're delighted to hear that Simon and Raymond made your car-buying experience smooth and enjoyable. Our team always strives to keep customers well-informed and ensure every handover is thorough and stress-free. Enjoy your new car!
Kind regards,
James Haugh MG
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1 year ago
Excellent friendly service from Rob, everything was straight forward when purchasing my new MG
Kara Scott
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Kara,
Thank you for your kind words! We're thrilled to see that Rob provided you with excellent service and made your MG purchase smooth and straightforward. Enjoy your new car, and thanks again for choosing us!
Kind regards,
James Haugh MG
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1 year ago
Excellent and friendly service
Mandy Logue
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Mandy,
Thank you so much for taking the time to review us, we really appreciate it! It's great to see you found the service friendly and excellent, our team will be very happy to know they have assisted another satisfied customer. Do reach out in the future if you have any questions at all, we're here to help.
Kind regards,
James Haugh MG
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1 year ago
Raymond Reid
What a Gentleman, relaxed, not pushy at all,nothing was a bother to him
Highly recommend speaking to Raymond
Knows his Carsexcellent service
Julie Murray
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Julie,
Thank you for your fantastic review! We're so glad to hear that Raymond provided such excellent, relaxed service without any pressure. He truly knows his cars, and we're happy you had such a positive experience. We appreciate your recommendation and look forward to welcoming you back in the future!
Kind regards,
James Haugh MG
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1 year ago
Fantastic experience, every one was nice and transaction was a breeze, good coffee
Billy Jardine
James Haugh MG Dumfries
Response from James Haugh 1 year ago Hi Billy,
Thank you for taking the time to write a review for us! It's great to see that you have a fantastic experience with the team and that you felt the process was handled well. We hope to see you again in the future for another coffee!
Kind regards,
James Haugh MG
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