Rob Poulos

I am very disappointed to need to write this review! I have been a BMW customer for 25 years and it was time for my BMW lease to be turned in. My friend Mike suggested a Lexus and let me share with you I have been a BMW customer for 25 years and it was time for my BMW lease to be turned in. My friend Mike suggested a Lexus and let me share with you my journey. It all started with me visiting the Lexus store near my home in NJ, but I discovered that the specific vehicle I wanted was at Lexus of Wilmington, in Wilmington, De. The NJ Lexus dealer spent many days trying to reach Lexus of Wilmington to conduct a dealer trade. They never received a response, and this is unprofessional in my opinion and probably affects their ability to have other stores help them when they need it! Please keep in mind I was a customer who had no trade-in, great credit, and an $8,000 cash down payment, pretty hard to mess up right? My friend Mike went to the store and looked at the car since I lived two hours away from this dealership. I said, “I’ll Take It”, I gave them my credit application, was approved, and we agreed to numbers, additionally, we agreed that the vehicle would be delivered on Monday by 1:00 PM, just 2.5 days after we reached an agreement. So, with the impending delivery of my new Lexus ES 250 AWD, I went and turned in my BMW Lease, so until my new vehicle arrived, I was without transportation! I called on Monday and spoke with Tiffany S. the sales advisor, I intended to confirm the delivery, but then she broke the BAD news to me, that on Saturday they SOLD the Lexus ES 250 AWD vehicle that they made a deal with me on just the evening before. This is absolutely unacceptable, lacks integrity, and is extremely unprofessional. If I had not called, they would have just left me with no vehicle! Keep in mind, I did not say I was going to go home and think about it, I SAID, “I’ll Take it” have it delivered on Monday! Then Tiffany went into full-blown excuse mode, stating “Well you didn’t give me a deposit” Well the reality is you did not ask for one! I was prepared to give an $8,000 down payment, so giving you a few grand on Friday evening would have not been an issue, but you didn’t ask for one and that’s your job! Further, if Tiffany had done her job and put a SOLD TAG on the vehicle, I would not be writing this review. This is an issue that Andrew G. should be working on with his sales team, in my opinion, this is basic sales 101 rookie mistake, that cost you a deal, cost you a customer, and a poor review with whoever I can share with. The opportunity for this store to improve is great, and I humbly suggest the next time you make a mistake, you don’t try to make your customer WRONG for your process errors. As a result, I couldn’t and would not recommend this store to another future buyer, friends or family as your integrity and professionalism are in question! Be pleased to know another Lexus store stepped up and took very care of me, very pleased with my new Lexus! Diane R. More

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I recently purchased my pre-owned 2024 GRENADIER, and I couldn't be happier with the experience, all thanks to ROB, Steven, Troy and DJ! ROB and his team went above and beyond to make the process incredibl couldn't be happier with the experience, all thanks to ROB, Steven, Troy and DJ! ROB and his team went above and beyond to make the process incredibly smooth and hassle-free. DJ also expedited the entire process, His professionalism, knowledge, and commitment to customer satisfaction were outstanding. If you're looking for Lexus Dealership who genuinely cares and delivers top-notch service, Lexus of Wilmington is your store. Highly recommend! More

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