Emails w Lexus re ordering a GX (1 Viewer)

[chris.gio]

I reached out with questions and concerns. If curious, here is how it went (spoiler alert: unlike every other luxury brand, you cannot order a Lexus and they don’t care how you feel about that).

My first email asked how I can order a GX. They responded:

Thank you for contacting the Lexus Brand Engagement Center.

We apologize for our delayed response.

We appreciate your interest in the 2025 Lexus GX!

Lexus dealers work with our area offices to allocate vehicles based on commonly preferred vehicle packages, color combinations, and options that will sell best within each geographical area. As such, certain packages and options may not be available in all areas of the country, while other options may be available, but only as part of a combination of packages.

While we do not offer special ordering on our vehicles, Lexus dealerships are prepared to take your request and make every effort to obtain your desired vehicle. If the dealership is unable to locate the vehicle of choice, they may submit a preference request for your desired vehicle. Keep in mind, this preference request does not guarantee you will receive the vehicle with the exact options requested.

Did you know Lexus Drivers at https://drivers.lexus.com/lexusdrivers/benefits/rewards-and-events" rel="noopener noreferrer" target="_blank">Lexus Drivers Benefits is the best way to learn about our current and future vehicles, and our exclusive rewards and events? You can also visit our Lexus Pressroom at Lexus Pressroom.

We conduct a great deal of research to gather our customers’ input. We do interviews, issue surveys, and convene focus groups. However, there’s no better source than a vehicle owner who takes time to share valid insight, so we truly thank you.

Please know, we have documented your experience here at Toyota National Headquarters. If you have any other questions, please contact us.

Sincerely,
Michael M.
Lexus Brand Engagement Center


So I responded back with:

Hello, thank you for your reply. I have to be honest—it’s not a great answer from a luxury car company. I’m not experiencing amazing.

I’ve ordered many cars over the years, in fact I have a Porsche on order now. I think I’m an ideal Lexus customer. Right age & income level and interested in buying your car. But you are not making it possible. I don’t want a car someone else has ordered, I want the car my way. It’s my money and I want to be happy. Why offer a configuring tool online if you prohibit customers from configuring their car?

I want a GX550 Overtrail+ in Earth & Chateau with sunroof delete and the upgraded sound system. Open regarding other options but do not want the Lexus roof rack. This should be simple: I work with a local dealership on one of their pending allocations that are not locked, and I customize my car.

But instead it is not simple. Instead no one will take my order, incoming cars that are poorly or wrongly configured are “first come first serve” (to quote the Lexus salesman) and dealers are trying to gouge customers on price. They advertise the car at sticker but then significantly raise the price on the lot.

It’s a terrible experience. My Land Rover experience was far better. I ordered my Defender how I wanted it, waited, and paid sticker. Same for BMW. Why is Lexus screwing up?

Can you not build my car my way and ensure your dealer prices it fairly? There are so many awesome options for SUV’s in this price range. Why make it so difficult when your competition doesn’t.


And today they said (reiterated):

Thank you for your follow up and additional feedback.

As previously discussed, Lexus does not offer special ordering on our vehicles, Lexus dealerships are prepared to take your request and make every effort to obtain your desired vehicle. If the dealership is unable to locate the vehicle of choice, they may submit a preference request for your desired vehicle. Keep in mind, this preference request does not guarantee you will receive the vehicle with the exact options requested.

In addition, while we’ve established a Manufacturers’ Suggested Retail Price (MSRP) for each Lexus model, our dealers are independently owned and operated businesses, and we can’t mandate the actual retail price at which independent dealers sell their inventory.

We want you to find the best deal on the Lexus of your dreams. Please visit our Featured Offers page at Lexus Sales Specials where you can see all our current promotions and incentives.

Please know, we have documented your experience here at Lexus National Headquarters. If you have any other questions, please contact us.

Sincerely,

Michael M.
Lexus Brand Engagement Center

 

[kscarrol]

Agreed it's frustrating as I have custom ordered all my BMW's. But the response from Lexus is exactly what my dealer told me so I knew going in I would not be able to order with sunroof delete. Wasn't a deal breaker for me but that's just my view. Perhaps later in the year when supply and demand even out, Lexus will allow custom ordering but from the tone of the response I suspect not.

 

[Nickal]

Fully agree and have posted on this topic before. It's unfathomable that Lexus does not let "luxury" buyers configure what they want, ordering directly from them to be delivered at a local dealer. The videos online showing the tremendous factory in Japan in which the GX's are made is amazing to watch and can't for the life of me understand why Lexus does not allow for customer configs by we your customers...

 

[chris.gio]

Feel free to tell them how you feel.

https://support.lexus.com/s/questions-comments

 

[jpto]

Fully agree and have posted on this topic before. It's unfathomable that Lexus does not let "luxury" buyers configure what they want, ordering directly from them to be delivered at a local dealer. The videos online showing the tremendous factory in Japan in which the GX's are made is amazing to watch and can't for the life of me understand why Lexus does not allow for customer configs by we your customers...

Unfortunately this is just Toyota/Lexus's way of doing things, they'll never offer true customization like the Germans. It's their production philosophy to simplify inventory management, automation and quality control.

 

[pmajche1]

Cringing reading this. So pretentious and condescending. Props to Lexus (and any other) customer service representatives that have to respond to this in a polite fashion.

"Hello, thank you for your reply. I have to be honest—it’s not a great answer from a luxury car company. I’m not experiencing amazing.

I’ve ordered many cars over the years, in fact I have a Porsche on order now. I think I’m an ideal Lexus customer. Right age & income level and interested in buying your car. But you are not making it possible. I don’t want a car someone else has ordered, I want the car my way. It’s my money and I want to be happy. Why offer a configuring tool online if you prohibit customers from configuring their car?

I want a GX550 Overtrail+ in Earth & Chateau with sunroof delete and the upgraded sound system. Open regarding other options but do not want the Lexus roof rack. This should be simple: I work with a local dealership on one of their pending allocations that are not locked, and I customize my car.

But instead it is not simple. Instead no one will take my order, incoming cars that are poorly or wrongly configured are “first come first serve” (to quote the Lexus salesman) and dealers are trying to gouge customers on price. They advertise the car at sticker but then significantly raise the price on the lot.

It’s a terrible experience. My Land Rover experience was far better. I ordered my Defender how I wanted it, waited, and paid sticker. Same for BMW. Why is Lexus screwing up?

Can you not build my car my way and ensure your dealer prices it fairly? There are so many awesome options for SUV’s in this price range. Why make it so difficult when your competition doesn’t."

 

[chris.gio]

Cringing reading this. So pretentious and condescending. Props to Lexus (and any other) customer service representatives that have to respond to this in a polite fashion.

"Hello, thank you for your reply. I have to be honest—it’s not a great answer from a luxury car company. I’m not experiencing amazing.

I’ve ordered many cars over the years, in fact I have a Porsche on order now. I think I’m an ideal Lexus customer. Right age & income level and interested in buying your car. But you are not making it possible. I don’t want a car someone else has ordered, I want the car my way. It’s my money and I want to be happy. Why offer a configuring tool online if you prohibit customers from configuring their car?

I want a GX550 Overtrail+ in Earth & Chateau with sunroof delete and the upgraded sound system. Open regarding other options but do not want the Lexus roof rack. This should be simple: I work with a local dealership on one of their pending allocations that are not locked, and I customize my car.

But instead it is not simple. Instead no one will take my order, incoming cars that are poorly or wrongly configured are “first come first serve” (to quote the Lexus salesman) and dealers are trying to gouge customers on price. They advertise the car at sticker but then significantly raise the price on the lot.

It’s a terrible experience. My Land Rover experience was far better. I ordered my Defender how I wanted it, waited, and paid sticker. Same for BMW. Why is Lexus screwing up?

Can you not build my car my way and ensure your dealer prices it fairly? There are so many awesome options for SUV’s in this price range. Why make it so difficult when your competition doesn’t."

You misunderstand. Strong clear language is all that makes it up the chain. I was clear, concise and really provided quotable feedback while being polite and on topic. I’ve been on the other end of this in corporate leadership—this kind of client detail helps turn a big ship and becomes the topic of meetings in board rooms. If we want the system to change, we need to give them something to discuss. Making it about other brands, comparisons, and identifying you are part of the market they spend millions of dollars and thousands of hours trying to attract is critical. My feedback was surgical in nature. Now on them to decide how they want to use it.

 

[munkeeboi]

Sad to say this, but they don't need everyone as a customer and their sales and brand value is proof of that. They're not going to change their model unless people stop buying their cars. It might be that other companies need to offer custom ordering and other perks to keep up with Toyota/Lexus, rather than then the reverse.

 

[Bluegill]

When the hotcakes are flyin' off the griddle, ain't no one cares how you want yours cooked.

 

[Mike'sGX]

I don't see what the problem is here. After turning down two offers that were not even close to what i wanted it only took 11 months to finally get a vehicle that is 95% of what I wanted. Gerat Lexus/Toyota system. (sarcasm intended)
Dealer was great, Lexus/Toyota not so much. Good thing I was not in a position of needing a vehicle right away.
Nothing like the Mercedes system that delivered 3 vehicles @ 100% of what I wanted in only 2-3 months.

 

[munkeeboi]

I don't see what the problem is here. After turning down two offers that were not even close to what i wanted it only took 11 months to finally get a vehicle that is 95% of what I wanted. Gerat Lexus/Toyota system. (sarcasm intended)
Dealer was great, Lexus/Toyota not so much. Good thing I was not in a position of needing a vehicle right away.
Nothing like the Mercedes system that delivered 3 vehicles @ 100% of what I wanted in only 2-3 months.

you've kinda just proven the point...Lexus cars still fly off the lot (and wait 11 months for a car that is not completely up to customer spec) no matter how inconvenient the process is perceived by a minority of its customers.

 

[killy]

You can’t have your cake and eat it too…

Lexus’s are priced the way they are and quality and reliability maintained because their manufacturing process is streamlined by not building any number of unique configurations one after another and keeping track of this all.

Doing what you suggest would cost money, that cost would need to be passed along to you. Based on your “price gouging” comments this doesn’t sound like something you want. If price isn’t a factor to you the resale market would be happy to oblige your configuration desires.

There is a reason Porsche charges 5 figures to choose what color thread your seats are stitched with.

Sure you could make an argument that this choice they have made costs them customers, the reality that every GX they make is sold before it hits the shore would indicate this isn’t really that big of a problem.

Lexus sells every GX they make and they are making them as fast as Japanese manufacturing wizardry can make them.

 

[DaveK]

If Lexus built it the way you want it... they'd lose money but have all but that little group of people that are so hung up on getting exactly what they want, how they want it and when they want it. This is why it's nice to have choices of other brands that are willing to make less profit to make each individual happy.

I kind of agree... that you wrote your response in a way that makes you sound pretty entitled in telling them how horrible they are, how wealthy you are and they won't survive without you.

Have fun waiting 12-18 months for your spec Porsche.

 

[vraa]

Have fun waiting 12-18 months for your spec Porsche.

To be fair I waited a similar amount of time for "random" GX, "random" LX, when my track edition showed up to the dealer I had no idea what it even was... I expect same for the LF-R or whatever is next

 

[pmajche1]

Enthusiast shoppers that want exact specifications (myself included) are likely a minority. Doesn't make sense for the company to cater to a few if it means raising costs for everyone.

 

[DaveK]

Enthusiast shoppers that want exact specifications (myself included) are likely a minority. Doesn't make sense for the company to cater to a few if it means raising costs for everyone.

As a guy who owns a Vette, Lambo, M4, GT-R, and a host of other cars....I totally get it. But to put the GX550 in category of an enthusiasts car isn't fair either. It's a NJ Mom's grocery getter.

 

[Capt CF]

Sir, this is a McDonalds, not a Burger King.

 

[DaveK]

Sir, this is a McDonalds, not a Burger King.

I do like my burgers "my way"

 

[greenspacemarine]

Toyota/Lexus packaging has always been some of the most frustrating in the industry and it's worse today than it's ever been. I'm in the camp that they should allow custom orders as the majority of the competition does at this point. I can see how their traditional method simplifies their parts management and streamlines their production but I don't buy that it leads to them building a better car compared to one that is custom spec'd. When you custom order from another manufacture you are still picking from a defined set of materials, colors, and options that are already offered in their builds, you just get to pick and choose the combinations. It's not like you're trying to use a bunch of parts that are not compatible with the vehicle. A custom Porsche, BMW, or heck even Ford or GM product does not feel any lesser than one of their "standard" builds you would find sitting on a dealers lot.

Lexus would be no different. Let me get an OT+ without the sunroof and without the cool box, but with saddle tan leather, captains chairs, tri-zone climate, and mark levinson.

 

[DaveK]

End of the conversation.