Called them last November, can’t complain. The guy was competent, friendly and good.
Offered us to cancel our current lease (even though we called for something else entirely) after he picked up on us not being 100% happy with the car. We didn’t even outright state that we’re not happy, just mentioned something along the lines of “something something more comfortable”, which led to him enquiring if our current car isn’t comfortable enough, which led to us explaining that the seats are comparable to church benches, which then led to him explaining our options in regards to early cancellation. Took less than 10 minutes, and next day we went off ordering our new car – which, btw, saved us (in retrospect, seeing how many/little cars are left) a lot of head and heartaches, considering the car we ordered got removed like 4 weeks after.
So from our personal experience, i’d have to heavily disagree with Capuchin. They guy we talked to certainly was good and made the decisions. There was no “let me call my superior and ask” or anything, he immediately offered a solution to a problem that we weren’t calling about in the first place.
I suppose as usual, mileage may vary (we have only pleasant experiences with Kwik-Fit too, and we had them out three times). It’s wrong to suggest that they’re not trusted or “empowered to make decisions”. They certainly are.