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
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
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