I've been trying for weeks to book a recall fix. Couldn't get any calls answered except by an appalling bot who repeatedly asked for my name. Eventually I was told by Ford customer service that Fordth... See more
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Tried to book a service via their website but after filling in my information it actually only advises that someone will get in contact - which didn't happen. Tried phoning them and got to speak with... See more
Company replied
Recently took my van here for insurance body work repair .wish I hadn't as repairs were shockingly bad.refused to take van and asked them to redo the damaged panels as nothing lined up.when gone bac... See more
Company replied
Thank you to both Richard and Paul from the Used Car Department. I needed a new windscreen on my Ford Fiesta which was done today. I also had a few minor jobs that needed doing which Richard did imm... See more
Company replied
Company details
Information provided by various external sources
Fordthorne is Cardiff’s official FordStore dealership and has been a main car dealer franchise in Cardiff, South Wales for decades. We specialise in new and used Ford car sales including the prestigious RS and Mustang models as well as being experts in The Motability Scheme. Our extensive site also offers Accident Damage Repair, Ford Parts, Servicing and MOTs. Our Ford Transit Centre located on Llandough Trading Estate specialises in the sale, lease, service and maintenance of Ford commercial vehicles in Cardiff. As a family owned company our values and culture of service are based on your personal or business needs, and we have had thousands of repeat customers all happy to recommend our services. With multiple awards for customer satisfaction and national awards for customer care, like us or get in touch for more information about how we can help you or your business.
Contact info
281 Penarth Road, CF11 8YZ, Cardiff, United Kingdom
- 02920223100
- info@fordthorne.co.uk
- fordthorne.co.uk
2.8
Average
50 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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No bookings until end of May
I've been trying for weeks to book a recall fix. Couldn't get any calls answered except by an appalling bot who repeatedly asked for my name. Eventually I was told by Ford customer service that Fordthorne Cardiff is being taken over and will not be taking any bookings until the end of May. I was advised to contact Evans Halshaw. I have always found that Fordthorne offered great customer service and we're extremely helpful. So disappointed to have this experience.
21 April 2026
Unprompted review
Reply from Fordthorne
We’re very sorry to hear about your recent experience and the frustration caused when trying to book your recall.
You are correct that we are currently going through a period of significant change as the business transitions, and unfortunately this has had an impact on our booking availability and contact channels. We appreciate how disappointing this must be, particularly given your previous positive experiences with us.
During this time, there has been a temporary pause on certain bookings while systems and processes are being updated. We are working hard behind the scenes to ensure everything is in place, and we expect normal service to resume from May.
We truly appreciate your patience and understanding during this period of change, and we’re sorry again for the inconvenience caused.
Inadequate service
Tried to book a service via their website but after filling in my information it actually only advises that someone will get in contact - which didn't happen. Tried phoning them and got to speak with a bot (and a poor one at that). The end result was being told someone would contact me which felt like being back at square one. Then tried calling their new car sales thinking I might at least get a real person. No such luck! Phone rang and rang until my call was terminated 15 minutes later. Do I need to drive down to get some response!
17 April 2026
Unprompted review
Reply from Fordthorne
We’re very sorry to read about your experience, William, this is not the level of service we aim to provide.
You’re absolutely right to expect a prompt response after submitting an online enquiry, and we apologise that this didn’t happen. We’re also sorry to hear about the difficulty you experienced when trying to contact us by phone. We understand how frustrating that must have been, especially when you were simply trying to make a booking.
Your feedback has been taken seriously and is being reviewed with the team. We are addressing this through improvements to how online enquiries are followed up, along with changes to our phone handling, supported by additional coaching and training for the team.
Thank you for bringing this to our attention — it highlights areas where we need to do better, and we are taking steps to improve.
I bought a Ford Puma in March
I bought a Ford Puma in March. Very happy with the car and the service provided throughout purchase process.
24 March 2026
Unprompted review
Reply from Fordthorne
Thank you for the great review! We’re really pleased to hear you’re happy with your Ford Puma and the service you received throughout the purchase process.
We appreciate you taking the time to share your feedback and hope you continue to enjoy your new car. If there’s anything you need going forward, we’re always happy to help.
Fordthorne shocking service
Booked my car in for a Monday Fordthorne allowed us to change it to a Tues dropped it down in the morning they said someone will contact you regarding the parts price i said ok no phone calls I phoned them they said we can't find the issue with the door I had to explain yet again what was wrong with the door they then said ok we will have a look again I still did hear off them I phoned again towards the end of the day they said can we keep you car till tomorrow as we haven't diagnosed the problem but didn't say diagnose what problem they kept most of the day Wednesday and no phone call I phoned and asked what going on they said you can come collect as we waiting on a price for the part I went to collect my car they they waiting on a price for a GPS Ariel today is 1st March that was nearly 2weeks ago I phoned and asked for a manager to phone which was last week no phone call again shocking service
17 February 2026
Unprompted review
Reply from Fordthorne
We’re sorry to read that you feel disappointed with your recent experience.
Following your visit, our technicians spent time investigating the issue with your vehicle to try to identify the cause of the fault. Although diagnostic time was involved, we did not charge you for this work. Once the likely cause had been identified, we also provided the relevant part number to help you move forward with the repair.
In relation to communication, we did send an email update on 19 February (with costs) to the address held on our system, which we have since checked with you and confirmed is correct. We appreciate that emails can occasionally be missed or filtered, so we are glad we were able to speak with you directly afterwards and provide the information you needed. We were also pleased to hear that you found our Service Advisor helpful during that conversation.
We always aim to keep customers informed and provide a helpful service, so we do take feedback like this seriously and will review the communication around this case with the team.
Thank you for bringing the matter to our attention.
Windscreen replacement
Thank you to both Richard and Paul from the Used Car Department. I needed a new windscreen on my Ford Fiesta which was done today. I also had a few minor jobs that needed doing which Richard did immediately without question. I have used Fordthorne Used Cars for over 7 years and have always received an amazing service from the team, Paul, Richard , Rhys and Andy. They are so accommodating and will do anything they can to help. The afterservice is fantastic and i would recommend them to anyone. Thank you Richard and Paul you are stars 👍👍
16 January 2026
Unprompted review
Reply from Fordthorne
Thank you for taking the time to leave such kind feedback — it’s very much appreciated. We’re delighted to hear the team were able to help with the windscreen and the additional jobs on your Fiesta, and that Richard was able to get everything sorted for you straight away.
It’s especially nice to hear you’ve been coming to us for over seven years and continue to receive great service from Paul, Richard, Rhys, Andy and the team. Your continued support and recommendation mean a great deal to us. We look forward to welcoming you back again soon, and we will be sure to pass your kind comments on to everyone involved. 👍
Recently took my van here for insurance…
Recently took my van here for insurance body work repair .wish I hadn't as repairs were shockingly bad.refused to take van and asked them to redo the damaged panels as nothing lined up.when gone back in second time repairs were as bad as first attempt shocking workmanship shocking attitude
Next stop ombudsman ..stay well clear of this unprofessional outfit
17 December 2024
Unprompted review
Reply from Fordthorne
Hi Danii,
We regret to hear that you are unhappy with the recent repair carried out on your vehicle. Please be assured that all work performed was authorised by your insurer and completed in line with their specifications.
If you require additional work beyond the authorised scope, we recommend reaching out to your insurer directly.
However, if you have concerns about the quality of the repair, we encourage you to contact us so we can inspect the vehicle and better understand the specific issues. We carry out thorough quality checks on all vehicles prior to their release, but if any aspect of the repair covered by your insurance requires attention, we will make every effort to address it promptly.
Best
Emily
Much improved dealership.
Not used them for a while-the old XR3 days-mixed views then but recently bought "new"-customer service much better and place has a professional "vibe"-salesmen were helpful and knowledgable-I understimated how computerised cars are now (last changed six years ago) but am confident dealership would address any issues.
20 November 2024
Unprompted review
Reply from Fordthorne
Dear Anthony,
Thank you for sharing your thoughtful feedback! It's wonderful to hear you've noticed the improvements in our dealership since your XR3 days. We're glad you had a positive experience with our knowledgeable sales team and felt confident about the technology in modern cars. If you have any questions or need support down the road, our team is here to help! Enjoy your new car and welcome back! 🚗✨
Best regards,
Elena / The Fordthorne Team
Never buy a Ford
Update - Fordthorne have now repaired the transmission free of charge and Jay has apologised for the inconvenience caused. Thank you.
Two years ago we had a new transmission fitted to our Galaxy costing over £4,500. You would expect that to last many years and many miles. Last week it developed problems. We are now being told we need another new transmission costing £4,300 - more than the car is worth. No sympathy from anybody there. I left four telephone messages and two emails for Jay who had initially sent through the quote for work required for a call back which never came. I finally got through to Jay who sounded like he absolutely couldn't be arsed to speak to me or deal with my issue. He gave me the customer support line number. Customer support were no help whatsoever. I now have no option but to scrap my car. Total joke of a company. Will never buy a Ford again.
20 November 2024
Unprompted review
Reply from Fordthorne
Dear Laura,
Thank you for sharing your feedback. I’m truly sorry to hear about the issues you’ve experienced with your Galaxy and the level of service you received from us. I completely understand how frustrating and disappointing this situation must be, especially given the significant cost of the previous transmission replacement. Please accept my sincerest apologies for the distress and inconvenience caused.
We want to arrange for our Lead Technical Engineer to examine your vehicle thoroughly to address your concerns. We aim to explore all possible solutions to resolve the issue without replacing the transmission, wherever feasible. We want to ensure we’re doing everything we can to support you in this matter.
Regarding your interaction with Jay, I am deeply sorry for the lack of responsiveness and empathy you described. This is not the standard of service we expect from our team. Please rest assured that we will address this internally to ensure improvements are made and that such experiences do not occur again.
A team member will be in touch shortly to arrange the next steps.
Once again, I apologize for the upset this has caused. Thank you for bringing this to our attention so we can make it right.
Fordthorne team.
Friendly & informative information on…
Friendly & informative information on my new car the Omoda 5, Nick Jago was very helpful when I collected the car he explained the cars operations in detail on the handover. Because the Model is so new I was experiencing problems insuring it but with his help he informed me of insurers who were, and also the hamper we received was lovely, Cheers Nick thanks for your help.
23 September 2024
Unprompted review
Reply from Fordthorne
Thank you for sharing your 5-star experience! We're thrilled you enjoyed the service and your new car!
We're thrilled you had a great experience with your new Omoda 5. It's fantastic that Nick Jago was so helpful during the handover, explaining everything in detail and assisting you with finding insurance for your new model. We're also glad you enjoyed the hamper—it’s our way of saying thank you!
Cheers to Nick for making your experience smooth and enjoyable. If you need anything, don’t hesitate to reach out! Enjoy your new ride! 🚗✨
Best regards,
Elena / The Fordthorne Team
My Focus ST developed a coolant leak…
My Focus ST developed a coolant leak and intermittently went into limp mode.
Took car into Fordthorne.
They diagnosed a faulty EGR Valve and provided a quote.
I authorised the work but was praying the diagnosis was correct as I feared it would not be correct.
To my delight. I had a call next Day advising car ready.
Have now had it back for a couple of Days and all OK
24 September 2024
Unprompted review
Reply from Fordthorne
Dear Ray,
Thank you for sharing your positive experience! We're glad to hear your Focus ST is back to normal, and we’re happy we could help!
Best regards,
Elena / The Fordthorne Team
Poor customer service.
I rang earlier in the week as I have an issue with paint peeling on my Transit.
It is peeling alongside the roof sealant, previously repaired by Fordthorne under warranty to stop leaks. They had no record of revious repair,but was told they would have a look. I said I could bring it in Thursday morning, and was told the manager has lunch between 1 and 2. I arrived 10.45, was told the manager was having an audit, cold I return later, I explained, 35m round trip, previously spoke about Thursday morning, and not a great outcome, bt the manager couldnt see me. I returned home, rang them, they said they would ring back, only after a further call, and that was not to arrange a visit, just to find when I previously took it.
Poor customer service, a wasted day visiting and waiting, Still no resolution. Very dissapointed.
13 June 2024
Unprompted review
Reply from Fordthorne
Hello, Thank you for reaching out to us.
We are truly sorry to hear that you are experiencing an issue with you vehicle. To assist you better and to avoid the inconvenience of another trip, could you please send us some images of the current problem? This will help us understand the situation and provide you with the best possible advice.
Please send them to: nerys.jenkins@fordthorne.co.uk
Please note that the previous repair was completed over three and a half years ago, so it would be helpful to see the current state to determine the next steps.
We appreciate your understanding and look forward to resolving this for you as quickly as possible.
Kind regards, Nerys Jenkins – Aftersales Director
By far the worst experience I have had
By far the worst experience I’ve ever experienced from a repair garage. My car went to be repaired in December 31 and I still have not got my car back to this day.
They got the part delivered from Vauxhall only to find out the part wasn’t in the box. They have kept my car hostage for over six months now. They keep fobbing me off and I had to go directly to Vauxhall to try and get my part there quicker. As they used a supplier who then used the third-party supplier to order from Vauxhall. I am truly fed up of their poor customer service and lack of proactiveness!!!
23 May 2024
Unprompted review
Reply from Fordthorne
Hello Luke,
I want to extend my sincerest apologies for the inconvenience and frustration you have experienced regarding the repair of your vehicle.
I understand that your car has been with us since December 31st, and I deeply regret the extended delay in its return. Your patience throughout this period has been greatly appreciated.
Unfortunately, the situation with the part supply has been beyond our direct control. Despite our best efforts and constant follow-ups with the supplier, the part we received from Vauxhall was incorrectly packed, though it had the correct part number. This error has significantly contributed to the delay.
As this a seat belt, which is of course, a safety item and an insurance repair, we must ensure that your vehicle is completely safe to drive before releasing it back to you. We cannot compromise on this aspect, as your safety is our top priority.
I acknowledge the distress this has caused you and genuinely apologise for the poor service experience you’ve had. We are in constant communication with the supplier to resolve this issue as quickly as possible and will keep you updated with any progress.
Thank you for your understanding and patience – Nerys Jenkins, Aftersales Director
Numerous failings - no concern for safety
UPDATE: 24th May 2024
As requested here is a thorough review and update now that hopefully our involvement with your garage has ended,
Here is a timeline:
October 2023 Car broke down on the motorway with 8 month old baby. All the electrics failed and the car died.
I called and spoke to Kalisha to see if I could get recovered straight to Ford as it was nearly closing time and the car wasn't locking so I needed to check, she said she would call me back. She didn't and I had to get recovered home as the police needed to be called and then pay for another recovery to ford in the morning. Kalisha was so defensive of herself that she refused to listen to our concerns and made it very obvious that she didn't want to apologise or deal with us. It was resolved as a 'software update'
29th February 2024 Car broke down on Penarth Road with the SAME PROBLEM.
This time we dealt with Nerys, who did find a courtesy car for us which we were grateful for. However when they said it was just a software update again I pushed Nerys, in writing. I was distraught and crying down the phone to Nerys asking how she could guarantee the car was safe for me and my son. She should have been able to say she has done everything, but it's become very clear now she didn't, as Kalisha didn't. This put our son in danger in a car that failed in every sense of the word. It was resolved as a 'software update'
26th April 2024 Car broke down in Morrisons with our son in the car. SAME PROBLEM.
Jamie was communitive and courteous, even if he didn't have any news. He tested the car and was so apologetic that it was taking a while but we were insistent that is what we wanted and were grateful for it. It turned out to be a faulty battery, which should have been picked up the previous two breakdowns and repairs.
24th May 2024 Finally received a partial refund for the repair.
This car was out of warranty by one month and well serviced when it first broke down, you should have looked past your personal defence and pushed to provide a service that resolved the problem and sent a safe car with a new Mum. Instead you chose to put your own feelings first and endangered my child a further three times, all the time continuing without an apology on the service received.
24 May 2024
Unprompted review
Avoid like the plague
Avoid like the plague. Absolute cowboys who refuse to fix work they’ve broken and laugh down the phone at you and hang up when you try to sort it. Replaced a clutch (with an aftermarket one as they couldn’t get a Ford one despite being told it was available when I got towed 4 hours to the centre). Have since found out having my service & MOT they’ve broken and left damaged parts in my car, they tried to phone the garage I usually use to “get discount to fix it” and admitted they left it broken (without even telling me) because the “customer was in a rush to have his van back”.
Of course I want my method of transport back, but not in a dodgy state and not broken.
Already tried to tuck me up once adding VAT onto the price of the clutch after telling me the final price previously included VAT & discount then backtracked while I was on holiday trying to add a shedload more money on to my bill.
Refuse to speak in the phone, refuse to give managers details, don’t know their official complaints procedure.
Greta & Helen absolutely the worst people I’ve ever dealt with.
Small claims court & ombudsmen next.
17 April 2024
Unprompted review
Reply from Fordthorne
Thank you for taking the time to share your feedback with us. We sincerely apologise for any inconvenience and misunderstanding you experienced during your recent interaction with our Transit Centre. Your satisfaction is of utmost importance to us, and we appreciate your patience.
Our Aftersales Director has been in touch with you to address the issues raised in your review. We are committed to resolving any concerns promptly and ensuring that you have a positive experience with our services.
Please rest assured that we take your feedback seriously, and we are continuously working to improve our processes. If there are any further issues or if you need additional assistance, please don’t hesitate to reach out to us directly.
Nerys Jenkins
Aftersales Director
great no probs at all
9 March 2024
Unprompted review
Reply from Fordthorne
That's great to hear, Mohammed. Thank you for leaving us feedback. We hope to welcome you back in future
Motability vehicle
Went & purchased a vehicle in December on the motability scheme . Chose a vehicle was told it had reverse cameras . Paid £300 extra for black roof . Collected the vehicle. No reverse cameras . The whole experience was unacceptable. The manager of the showroom was so arrogant. Motability stepped in & saved the day . We went to Evan’s halshaw on Sloper rd & were treated with respect & dignity . We lost £300 due to an added extra even though we were mis informed on vehicle . Do not go to Ford Thorne penarth rd absolute terrible service
8 December 2023
Unprompted review
Check out the reviews of people whose…
Check out the reviews of people whose engines have failed after 50,000 miles.
Awful people awful service . Rude and like to charge the earth for mots services etc.
My van engine went after 55,000 miles no empathy, just rudeness and also tried to get me to have other work done at my expense. AVOID AVOID .
18 November 2023
Unprompted review
Reply from Fordthorne
Thank you for sharing your feedback with us. We are genuinely sorry to hear about the engine fault you experienced with your van. As a valued customer, your satisfaction is of utmost importance to us, and we apologise for any inconvenience caused.
At Fordthorne, we take pride in providing excellent service, and we regret that your recent experience did not meet our usual standards. We appreciate your patience and understanding during this challenging time.
Approaching Ford Motor Company for Assistance: If your van has a full service history, we recommend reaching out to us at Fordthorne. Our team can explore options to assist with the repair costs. Having a complete service history can be beneficial when discussing this matter with Ford Motor Company.
If you do not have full service history, it is unlikely that Ford Motor Company will be able to assist with any engine repairs. However, if we have not already contacted them on your behalf, please send any service history, vehicle registration number and details of the fault to nerys.jenkins@fordthorne.co.uk and we will reach out to Ford Motor Company to see if they can assist with the cost of any repairs required.
Nerys Jenkins
Aftersales Director
Useless fools
Overpriced services, incompetent mechanics, receptionist who just keeps apologizing, will never bring my truck here again. Angry is not the word 😡
11 January 2023
Unprompted review
Reply from Fordthorne
Thank you for providing the additional information. We have looked into the matter and whilst we are sorry that you are disappointed with the service, we feel that we have provided the service requested in a fair and reasonable amount of time. The vehicle, by your own admission had been to several garages in an attempt to diagnose the fault you were experiencing. We diagnosed the fault, gave you a complete cost, ordered the part and re-booked you to have it fitted when the part arrived.
Unfortunately, we needed to remove your spare wheel but the lock was jammed and seized, this had to be removed and renewed (at no additional cost to you as Ford covered it as a goodwill gesture). We have no record of informing you that the vehicle was ready when it wasn’t, however, if this did happen, we are very sorry. We did make every effort to provide you with alternative transport at short notice so that you were able to get home at no cost to yourself. I am sorry to hear that no longer wish to use our services, I hope that you are able to find another garage who can assist you should you be unfortunate enough to experience a future issue with your vehicle.
Nerys Jenkins
Aftersales Director
My experience with fordthorne and…
My experience with fordthorne and inpaticular sam ward has been exceptional i have never experienced a salesman to go above and beyond for customers.. even with delays i was always updated and kept in the knowhow absolute brilliant would highly recommend fordthorne
11 November 2022
Unprompted review
Damage done to my vehicle whilst being serviced.
Took my car for a major service £350! When the car was returned there was a scratch in the rear window, which I noticed whilst driving away. When I got home I took a good look and it wasn’t a mark that can be rubbed away, it was a proper scratch.
When I took it back they said it must’ve been there when I brought it in and as there was other marks in the boot itself I probably didn’t notice it was there already! Never going back.
26 October 2022
Unprompted review
Reply from Fordthorne
Hello Mr Leach,
Thank you for taking the time to complete a Google review. We are sorry that you were disappointed with our response to your concern, regarding a scratch to the rear windscreen. When you brought this to our attention, both our Master Technician and Service Manager observed that the scratch, along with various other scratches was on the inside of the rear windscreen and matched up with impact damage on the trims, which you were aware of. We did open the boot to check the spare wheel, but no tools were used and with the scratch being at the top of the glass, it is very difficult to see how this could have been caused by our Technician. Our Technicians are long standing, experienced employees who are well versed in the procedure for reporting any accidents or damage that they may have caused, we can then inform our customer and repair the car without any cost to either the customer or the Technician.
Kind regards, Nerys Jenkins – Aftersales Director
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