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5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
361 ratings and 228 comments received in the last 90 days.
24 November 2023
Everything ran so smoothly. The purchase process was informative and I was provided lots of guidance and options on my planned purchase. The handover was a special day, Chris Langham organised and arranged everything professionally.
17 November 2023
Steve took over from Allan Prior on the sale of my X1. This is a reflection of Steve only as he took the reins and sorted the delivery issues and false delivery promises I was given when buying the car in June. Steve did an excellent job as always.
17 November 2023
The experience was very good. There were two things that were unfortunate 1 the car had not been charged 2 the car had not been fuelled. However these were both taken care of when discovered.
17 November 2023
Shahin was outstanding, I was really nervous driving my new car away as it was expensive and has a top spec on it and I've never drove an automatic! However, Shahin really made me feel at ease and even gave me a little tutorial on how to drive a auto
06 November 2023
Made it very easy
06 November 2023
I was welcomed by the receptionist with a coffee for myself and my dad. Then seated in a comfortable area before being greeted by Chris
04 November 2023
Very, over the moon with the car can't fault it so far.
04 November 2023
Any problems were quickly rectified even coming in to get a valet redone as there were a lot of marks on the car at handover
04 November 2023
Fast and efficient. The member of staff during the handover was very thorough and went through the loading of the app and all the controls in the car so i could drive away in full confidence
03 November 2023
Very good and attentive all the way through the process
03 November 2023
No fuss, stress..smooth process
01 November 2023
Chris Langham was excellent, we were well looked after when we were in the showroom provided with drinks and snacks, everything was explained clearly and simply with no pressure, we were kept informed about the car's manufacture and delivery.
30 October 2023
everything was quick and smooth. Salesman Chris Langham was a very efficiant and a good communicator.
27 October 2023
Everything from the test drive to picking up the car.
25 October 2023
In line with expectations
24 October 2023
Delivery of the car was smooth
24 October 2023
Completely satisfied
23 October 2023
The service and assistance was excellent, nothing too much trouble and everything was done in the timeframe required.
22 October 2023
Again I feel Matt Shevloff kept in contact frequently with regular updates.
19 October 2023
Superb service
14 October 2023
Communication from Chris was very good and he took time to explain everything
09 October 2023
We were left for long periods not knowing what was happening
08 October 2023
Long lead time but we'll informed, when I picked the car up it was gleaming!
08 October 2023
unbeknown the car was not what we requested
03 October 2023
We worked with Steve Patterson who really made the experience special and I would highly recommend that people I know looking for a BMW speak to him directly.
03 October 2023
Attentive and efficient
03 October 2023
Ordering the car ok. Collection of the car dreadful. Came in 3 times - as requested to collect it. It wasn't until the 4th time that it was actually ready to drive away. Even then the number plates hadn't been transferred.
01 October 2023
We'll looked after by courteous staff.
01 October 2023
All teams worked together to have my car ready.
29 September 2023
Easy process and 10/10 care from the team, couldn't of been more helpful
26 September 2023
Nothing was too much for the BMW sales team, more than happy to help with any questions, experience was impeccable.
25 September 2023
Everything when really smoothly, no problems.
22 September 2023
Chris was very helpful .
20 September 2023
Couldn't be more pleased Younus answered all our questions
12 September 2023
Superb service from Danny he could not have been more helpful He is a credit to the dealership and the BMW brand
12 September 2023
The sales guy was extremely helpful and always returned calls.
07 September 2023
I love BMW cars. They provide great comfort and security.
29 November 2023
Great welcome by front desk staff mainly a blond hair lady and Jess both ladies are consistently professional with a friendly approach. Bob keeps the car's so clean and is very proud in his work.
29 November 2023
Very professional
29 November 2023
Friendly staff at front and service desk
29 November 2023
The Gentleman I dealt with . Craig Bagshaw was absolutely brilliant. He's so professional and conscientious he's a credit to BMW . I would employ him without hesitation. Thanks to him my problems were rectified. The five stars are down to Mr Bagshaw
27 November 2023
Communication issues . I was attempting to contact the dealership by phone . This took 30 mins being switched between service , sales & general admin (automated messages ) & therefore very frustrating .
27 November 2023
I have had to chase you for 7 months to progress resolving a problem you created.
27 November 2023
Great service
23 November 2023
Easy to book in and the staff are very friendly
23 November 2023
Fully explained service being carried out
23 November 2023
As above
23 November 2023
Problem not solved
22 November 2023
As disabled we have to rely on our car
21 November 2023
Very good customer service. Friendly and helpful.
20 November 2023
Car came back cleaned and well valeted cant find any fault.
20 November 2023
Satisfied with the service but as mentioned, the lack of loan car was an issue for me.
19 November 2023
Derby - brake pad service + Key fob battery - not replaced and still dead on collection. Rear tailgate not working on collection which they wouldn't take responsibility for. charged for oil filter /micro filters -not performed - 9 weeks for a refund!
17 November 2023
Not satisfied at all no communication and felt like not good enough to be there
17 November 2023
The collection of car took over half a an hour, as the person was on a late lunch break. I'm surprised there was no one else who could hand back the keys on his behalf.
16 November 2023
had to keep chasing the vehicle progress. price for 2 items that i may wanted to replace.still waiting on one price. requested price to extend the service plan which i had to keep chasing and when finally got the price the details were wrong.
16 November 2023
As above
16 November 2023
Price charged was somewhat higher than quoted
16 November 2023
Given the garage had the car all day i excepted the Service and investigation to be completed.
15 November 2023
Very, quick in and out no problem
14 November 2023
I've been a stratstone bmw derby customer for many years I'm always treated professionally and respectfully.
14 November 2023
Good service
14 November 2023
They sorted everything for me.
14 November 2023
The work on my vehicle resolved the problem and restored the full function of the parts.
14 November 2023
Nothing to criticise
14 November 2023
Service experience was supurb. Marley answered all my questions and was very kind and helpful 10 out of 10 for Marley.
13 November 2023
As above.
12 November 2023
Very professional operation, excellent service
12 November 2023
See above plus I had asked the customer agent to ask the mechanic to check the tyres as the car had a warning light for tyre pressures. This was not done but after the trouble getting the car back, there was no time to send it back in the workshop
12 November 2023
Easy to book in and as far as I know the service has been done correctly. Unfortunately battery replacement for my keys was not done, despite promises. It was also a long wait (40 mins) to be given the car back at the end, so I missed an appointment.
12 November 2023
See above.
12 November 2023
All done as requested and on time..
12 November 2023
Carol sorted out the problem I had on the spot and it was sorted that day.
10 November 2023
booked in for recalls and not. when asking at desk they said just booked in for MOT. Received vehicle report 5 mins before collection after having the vehicle all day. Two new tyres were really needed. I don't have the time to book the car in again
09 November 2023
Lovely staff & prompt service.
09 November 2023
You didn't do what i asked you to do with the key, and charged me, didn't clean the car when you said it was booked in for valet, no comunication, spent 5 days looking at the car for an hour, 15 mins everyday and charged me £120 for that, USELESS.
08 November 2023
Difficult to park my car on arrival. Welcomed nicely and given breakfast food bag which was nice. Offered a coffee but never arrived. Had a loan car, but after walking round and waiting for 15mins was told it couldn't be found. Given a mini.
07 November 2023
I'm 100% satisfied, with customer service
07 November 2023
Poor initial service is retrieved by apologies and excuses
07 November 2023
Yes, but very expensive
06 November 2023
Sarah Wells and Kate Norman's customer engagement.
06 November 2023
I'm completely satisfied with my visit to stratstone Derby, the staff kept me informed of the progress and was offered Coffee and biscuits.
06 November 2023
They did exactly what they said they would do
06 November 2023
I didn't give 5 stars as 1 hour check took 3 hours.
05 November 2023
Same reason as above
05 November 2023
.
05 November 2023
Kate on the service desk was great and couldn't help enough but I feel the car was rushed through on that day and the required jobs were not done properly
05 November 2023
Due to the issue (misquote) I mentioned , very poor service . The man on the day (Omar) was very helpful though
05 November 2023
Service from all at Derby was very well done
05 November 2023
Satisfactory as far as I can determine
05 November 2023
Communication is an issue. I was not contacted to say car was ready and it had not been fixed. A promised follow up call after I complained the car wasn't fixed did not materialise. I raised with Service Manager who expedited a review.
04 November 2023
Could not get a straight answer out of people when booking car in for recall,staff would not agree with what was said on recall letter from BMW. The problem was not properly explained till picking car up after checkup.
02 November 2023
The service itself is fine but the inconvenience of having to leave the car all day is poor. There should be more courtesy cars to allow people to get home whilst the car is being serviced.
02 November 2023
I phoned you and explained what had happened you told me l would have to pay £100 for a diagnostic test .I thought that was unfair as it wasnt my fault l had already payed you £320 for a service
01 November 2023
Very well looked after and explained everything clearly and friendly manner
01 November 2023
Satisfied
01 November 2023
Same as above, plus quick completion of the mot & service and car was ready at the time advised when dropping it off
31 October 2023
As above.
30 October 2023
Full details of issue given.
30 October 2023
MY INSTRUCTIONS WERE FOLLOWED AND i WAS KEPT INFORMED
30 October 2023
Highly professional, did more than expected.
30 October 2023
Car was booked in on time and I was looked after by the reception staff The completion time was longer than stated but the brought me some sandwiches and drinks, so I was quite content.
30 October 2023
Very well looked after on a very busy afternoon due to some severe weather.
30 October 2023
Wasted my time with no justification.
30 October 2023
As per question 1
28 October 2023
Car was serviced & and ready to collect on time
28 October 2023
Above
27 October 2023
None
27 October 2023
as above re staff
27 October 2023
With the new building the entrance is now very clear and parking convenient. Getting the car back,in a clean condition, was very nice.
27 October 2023
Sent my car in for an air bag recall, air bag got replaced no issues or delays!
26 October 2023
As above
26 October 2023
Friendly staff and comfortable waiting area, 1 point deducted as car booked in at 2pm for a waiting app and it didn't move for 40 minutes so took longer than expected. This wouldn't stop me from returning.
26 October 2023
Kept me up t date with the job being done.
26 October 2023
All staff are sipurb
25 October 2023
excellent
25 October 2023
always on the ball and very helpful
24 October 2023
Because poor communication and kept waiting when arrived to pick up car
24 October 2023
No communication during the day. Too slow
24 October 2023
Gemma was amazing. The gentlemen who offered me a hot drink and a biscuit And reception. All great and welcoming
24 October 2023
Again due to the time taken for what should be standard parts to arrive and to be fitted to my car and the lack of communication.
22 October 2023
Everything was professionally done
22 October 2023
Excellent - Stratstone expedited my service and MOT to help my other commitments on the day.
21 October 2023
Overall good , however I always have to ring at the end of the day to see if my car is ready and clearly it's been ready a while , more work is needed here , a call as soon as it's ready to collect so people are not waiting unnecessarily
21 October 2023
Again, very friendly and fixed the issue. Also gave me a breakfast bag which was a nice gesture.
21 October 2023
Work on my car was over two days, a courtesy car was provided by James who kept us updated throughout.
20 October 2023
Professional and good communication
20 October 2023
Professional care and polite
20 October 2023
Very polite very satisfied with my service
19 October 2023
Staff were thoughtful and communicated well. I felt 'looked after'.
19 October 2023
Efficient professional and reliable
19 October 2023
Easy and straightforward. Lovely staff. Pleased And happy I sorted everything with no delays.
18 October 2023
A work email address was taken down incorrect, therefore there was an issue getting the invoice paid causing a slight delay collecting the car.
18 October 2023
A very mixed experience. £400 service and the car wasn't cleaned or vacuumed! Jessica though was an absolute pleasure to deal with, bright and bubbly, her colleagues in service should look and learn. Lady on reception was excellent too.
18 October 2023
Helpful polite staff
17 October 2023
Smooth process and friendly
17 October 2023
Fantastic service level from everyone I interacted with at the dealership
17 October 2023
Both cars were in on the same day and the staff made sure they were finish in an acceptable timeframe.
17 October 2023
Great service everyone was professional throughout
16 October 2023
Very satisfied with my experience, the team did a fantastic job, from reception, to service very friendly team. Sarah was brilliant.
16 October 2023
Marley was superb, brilliant customer service skills and very approachable
16 October 2023
Good
16 October 2023
Always been good with me
16 October 2023
Service was done as explained to us.
16 October 2023
They did everything that was required.
15 October 2023
" hour job plus car cleaned.
15 October 2023
Garage lacked sufficient communication. Despite vowing to reach out to us to provide more information they never did. we had to communicate via our own means or we wouldn't have heard anything. We were also promised delivery dates that were not met.
14 October 2023
Let me know which parts will need to be replaced soon. Reliable and clear communication.
13 October 2023
Great service and communication from the team.
13 October 2023
My experience was brilliant! Staff were very friendly and everything was done on time
13 October 2023
Professional / Polite
13 October 2023
Very well treated in the branch, the lady in charge of the services team (who's name i sadly dont know) is always amazing.
13 October 2023
Very helpful
12 October 2023
Better than sytner Nottingham
12 October 2023
Did what they were asked to do, and washed my car which was a pleasent surprise
12 October 2023
Excellent experience, Omar was excellent, he kept me updated all day regarding my car's progress, would definitely recommend Thank you
12 October 2023
Rubbish service
12 October 2023
The staff at Derby are super-helpful and lovely. However, my experience was marred by BMW warranty/assist administrational issues which in turn led to difficulties in the Derby staff being able to carry out my repairs in a timely manner.
11 October 2023
Service & MOT was carried out as planned, all went ahead as scheduled, no issues, was a pleasant experience.
11 October 2023
An easy experience from start to finish.
10 October 2023
all done on time completely to my satisfaction. Your Head of Service Mr.M.Smith most helpful with brilliant customer focus. An asset to your company
10 October 2023
I have continued to be a BMW customer because of the service I receive from the team.
10 October 2023
Nothing is too much trouble for them
10 October 2023
Everything went completely smoothly
10 October 2023
The service was quick and thorough.
10 October 2023
Car had odd problem and software update seems to have fixed problem
10 October 2023
The service was done effectively and the staff were very helpful and friendly.
10 October 2023
Appointment time was 1030 and planned to wait for service to be completed. Arrived early (845) and was prepared to wait and told that the service team would complete the work on my car asap. Work was completed even before appointment time!
09 October 2023
Everything was trouble free and convenient
09 October 2023
You looked after me and my car
09 October 2023
Steven Johal's excellent service & attentiveness throughout, I will be back for another BMW in future & hopefully he'll still be around by then.
09 October 2023
Very satisfied with the service had an unexpected issue but this was resolved and communicated.
09 October 2023
Helpful, obliging, kept me up to date through the day. Car washed and cleaned
09 October 2023
Kept me up to date
08 October 2023
The service was great although my car was not cleaned. They did apologise though.
08 October 2023
Staff were friendly and kept me updated
08 October 2023
The first time I booked in my car I had to wait months for the appointment- which I didn't mind too much. Then the night before the appointment it was cancelled by text about 8pm at night.
05 October 2023
Booked a service with estimated completion at 1300, the car wasn't ready until after 1600 almost twice as long as estimated with no updates provided.
05 October 2023
Great service, Jessica Atkinson and Matt Smith were fantastic.
05 October 2023
Everything seemed fine what had been done, necessary information passed across
05 October 2023
My car was booked for check 10am to 3pm. By 3pm my car had still not even been seen to. On any other day this may have just been frustrating, but on this day my parents were both seriously ill with covid and awaiting for me to go to the pharmacy.
05 October 2023
Explanation could be better
03 October 2023
Boot was not hovered :-(
03 October 2023
Gemma was really good to deal with
02 October 2023
Yes they was dead helpful
02 October 2023
Booking the service was easy, the drop off was quick and efficient and Omar kept me updated perfectly.
02 October 2023
Jessica Atkinson, Front of House Manager is a credit to BMW and Stratstone Derby. Her approach, empathy and communication skills make each visit pleasurable in not always straightforward situations. She deserves the recognition for her commitment
01 October 2023
Excellent customer care. Promptly completed my MOT, car check and dealt with a recall issue.
30 September 2023
My car had been booked in for a recall for around 6-8 weeks. On the morning of the recall appointment I was sent a text to say I needed to rearrange because the part hadn't come. I was already on my way, had swapped my day off at work & childcare.
30 September 2023
I had to wait while the MOT was being done and thought that they would try and get it done a little quicker
29 September 2023
Omar Ali do was excellent. He kept me informed as to what was going on, was very professional, friendly and helpful. Nothing seemed too much trouble for him. Can't praise him enough
26 September 2023
Communication was very poor
26 September 2023
Kept me waiting 45 mins All I came in for was to pick up my car from its mot
26 September 2023
Advised car would be available at 15.00 but received a call saying it would be15.30. Chris went off to retrieve the car and eventually returned at 16.10 saying he had to move three cars to get to it. He apologized but shouldn't need to.
25 September 2023
It was a five star experience.
24 September 2023
Quick and well organised
20 September 2023
This is because my car has been damaged in the last 2 occasions it was in the dealership... First damaged alloy when in for a service then paint work damage front bumper, this has caused alot of personal time to return to get resolved
19 September 2023
Work carried out on time and price as quoted
19 September 2023
Issue with egr was fixed as promised. Follow up when I thought I was losing coolant also investigated quickly and efficiently
18 September 2023
Maybe I didn't need to be without the car all day for the work to be done. Maybe a system where you can book a slot and wait would be better. I would have been happy with that.
18 September 2023
The small details, the breakfast bag, the lunch bag that was offered. The calling to let me know wats happening with my car, they are big things
18 September 2023
Car was booked in for 10.30, When booking the service the advised waiting time is 90 minutes. I scheduled my day based on this information. My car was returned to me after 14.00 and the manager wasn't aware I was in the building! Busy is no excuse.
18 September 2023
Due to staff friendliness and welcoming showroom.
16 September 2023
Did what was required
15 September 2023
All in all pretty good, you are always pleasant to deal with and the price wasn't too bad either
15 September 2023
Couldn't fault anything
15 September 2023
Well looked after
15 September 2023
Reception staff were excellent.
14 September 2023
Staff are lazy and have zero customer service skills.
13 September 2023
Gave me breakfast coffee and a courtesy car
12 September 2023
Great service and attentative
12 September 2023
very satisfied with my experience
12 September 2023
Very thorough
12 September 2023
While the service the vehicle received was very good, my experience in dealing with it was fairy poor. Communication with Stratstone Derby service department is very difficult and slow.
12 September 2023
Service was above and beyond
12 September 2023
No issues and felt very welcome
12 September 2023
Car serviced in the time frame quoted..
12 September 2023
Worked with me as I dropped my keys off the day before as I had an appointment in the morning before my service so would be unable to drop it off
12 September 2023
They got the job done before the time they originally saud it would ge ready. Very happy
11 September 2023
Nothing good or bad didn't even get a complimentary clean
11 September 2023
Arrived to drop car off, nobody had a clue what I was doing there even though they text me the night before to remind me. Then they called me an hour later to ask me again what my car was doing there. Never answer phone. Need more characters ...
11 September 2023
I was looked after from start to finish
09 September 2023
Friendly helpful people as always
08 September 2023
Although I'd reserved a courtesy there was no record of me having booked one !!
08 September 2023
Car was supposed to be completed at 4pm. Waited for an hour and was left for me to chase, no one made any effort to find me or explain the delay
07 September 2023
I was well looked after while I waited for the MOT to be carried out. The work took a bit longer than expected but I was offered a reduced price which was a nice touch
06 September 2023
First service,clean car
29 November 2023
Again all very professional