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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.
302 ratings and 172 comments received in the last 90 days.
21 March 2024
All staff I encountered were extremely friendly, courteous and professional
20 March 2024
Well satisfied
14 March 2024
Nothing was too much trouble and made the transaction very simple. Tried synter bmw dealerships closer to home and got ignored when visiting them so chose the stratstone derby dealership because they were the ones who actually showed an interested.
13 March 2024
The handover was on time, car was clean and delivered in perfect condition. I was very happy with the whole procedure.
09 March 2024
Delivery delayed as they couldn't locate the car
09 March 2024
Stefan Stoica was very responsive to our enquirements
07 March 2024
Great service, friendly, reliant
07 March 2024
Louise was very helpful and explained everything, abit quick for me but I asked her to slow down and explain again
04 March 2024
Overall experience and handling of the purchase was smooth and minimal hassle. My sales representative Stefan was very helpful and quick at responding to my queries.
28 February 2024
Slight problems to begin with,felt like was being fobbed off, should of been sorted by a competent person from the start....but by Friday night all issues were sorted and collection was brill
28 February 2024
Good communication throughout, really friendly staff
26 February 2024
The purchase of my car was fast and hasel free.
25 February 2024
Great buying experience. Matt was very good with the buying process and went through the part-exchanging and purchase in a simple and straightforward way.
25 February 2024
Calm and efficient.
22 February 2024
Totally professional and friendly.
22 February 2024
Excellent communication by Chris. He explained everything clearly and took time to understand.
22 February 2024
Absolutely 100 percent satisfied
28 January 2024
Smooth process from order to handover
27 January 2024
Louise was very knowledgable and helpful.
21 January 2024
Louise Jenkins made me feel at ease after a bad experience with Sytner, her customer service amazing, above and beyond to ensure I was happy. She listened to exactly what I wanted and shedelivered. Louise made the experience easy nothing was too much
21 January 2024
Wait time when you have an appointment
21 January 2024
It was unfortunate that we experienced the issue that we did, but apart from that we were accommodated as well as we could be. We have an autistic son who was with us and we were there for over 5 hours. We were given drinks, food, and a seating area
21 January 2024
Excellent customer service
19 January 2024
The purchase process was very quick and easy. The only downside is that on the day of the collection one of the headlights had condensation in it. I queried this and told it would go after a few days, however it's still there after 2 weeks
19 January 2024
Great service and attention to detail when we collected the car from reception to sales extremely friendly and welcoming
17 January 2024
Went out there way to get what we wanted
14 January 2024
Same reason as above.
12 January 2024
Fantastic people, very helpful.and reassuring.
08 January 2024
The overall experience was very easy and hassle free from start to finish.
08 January 2024
Very satisfied with the experience, very effective and prompt with the purchase. No waiting around, Matt was very good at making sure there was as little waiting around as possible.
08 January 2024
Can't fault the process and was made to be a truly special experience.
08 January 2024
'Amazing-
05 January 2024
Delighted with purchase extremely swift and timely Shahin knew his product and understood our needs
04 January 2024
Couldn't be more satisfied. The level of service provided from start to finish was fantastic, they did everything they could to help and make the whole process as easy and seamless as possible.
03 January 2024
Everything went according to plan
02 January 2024
Start to finish excellent customer service and very good communication. Matt was fantastic through out the process kept me informed through out
02 January 2024
Matt was friendly and professional, helped set up all the features on my new car and dealt with any requests promptly.
01 January 2024
Car on time and with modifications I asked for
29 December 2023
Very efficient and simple
28 December 2023
Steve Patterson looked after me very well
21 March 2024
Would've given 5 stars but no one rang me to say my car was ready
21 March 2024
There is no preplanning to fix a fault so the car was required for a second day awaiting parts
21 March 2024
Excellent service from staff.
21 March 2024
I felt very welcome and the staff were all very welcoming and professional
20 March 2024
Very Happy
20 March 2024
Whilst my mot was carried out successfully the experience was unfortunately affected by a problem with your car ramp. What should have taken a couple of hours I had to leave my car overnight meaning I had no car for most of 2 days.
20 March 2024
They did everything I asked of them. Craig was exceptional and a credit to Stratstone Derby.
20 March 2024
Jess and Omar, everything else is pants like the drinks fridge which was broken and only had dandelion and burdoch in so was warm. You'd get better at Kia - be more bmw please!
20 March 2024
Completely satisfied with the work that was undertaken on my BMW.
20 March 2024
10/10
20 March 2024
Friendly staff
19 March 2024
Friendly atmosphere
16 March 2024
Staff were unprofessional and lacking in knowledge, errors were made with the quote with the incorrect figure being Level of service has been apalling, several emails sent to Derby branch and no response to my complaint.
15 March 2024
Phone service Tried to sell me new bonnet struts because of their age.
15 March 2024
Horrible experience with BMW
14 March 2024
Advice to replace tyre was given without full assessment of status of tyre Was possible to repair, save money and the planet
14 March 2024
Fast and efficient
14 March 2024
Easy to deal with the advisor. Explained fully what I needed to obtain my plates. Great service.
14 March 2024
Same as above really except I'll add the additional quick turn around of the repair
13 March 2024
Very clean, friendly and professional environment
13 March 2024
I would have thought that BMW could have checked that the update was not a repeat of the old one with none of the new roads on.
13 March 2024
As above- nothing is too much trouble.
13 March 2024
Everything was great.
13 March 2024
Friendly service and hosting was great
13 March 2024
Delay waiting for attention
13 March 2024
As above
13 March 2024
Was given price , I asked for battery to replaced in key fob , and check if new windscreen wipers are needed ? They didn't ,
12 March 2024
Very friendly staff who are always accommodating and providing a suitable space to work whilst my car was in for a service and MOT.
11 March 2024
Front desk and Vanessa both were great in terms of how handling my particular challenge. Obviously never easy when the car had broken down. But handled with courtesy and professionalism.
11 March 2024
Our service advisor, Omar, was very pleasant to deal with.
11 March 2024
My car was not washed / cleaned / valeted to the normal standard. Marley did tell me about this and it was my choice to take it as it was but by this time it was getting towards 5 & I needed to get home.
11 March 2024
Problem identified and cost of repair given. Part number also so that I think about getting the job done elsewhere
10 March 2024
Dark hair receptionist was not very welcoming!
10 March 2024
A very good experience on the day. Great staff and customer support
06 March 2024
The job was completed but the customer service is always really bad. Especially when we came to collect our car on purchase! No one has contacted me in regards to this yet either.
06 March 2024
Very satisfied. Omar was extremely helpful and friendly. Provided great customer service whilst I awaited my car to be ready- kept me informed and ensured I was comfortable whilst waiting
04 March 2024
Had booked an aircon service thar wasn't done
04 March 2024
Work was carried out as expected
04 March 2024
MOT and brake fluid replacement carried out and although your machine for testing the emissions broke down you found a partner dealership and sorted this on the day so I did not have to make another journey.
04 March 2024
You everything I expected.
04 March 2024
All needs met efficiently and effectively
04 March 2024
Again Vanessa the most amazing customer service given, the way she sits you down, offers you refreshments and really understands the issues and she is so great. She also got my damaged wheel replaced, she also helped me with the claim forms
04 March 2024
Despite the wait and it not being washed and problems not addressed the customer facing staff were fantastic.
04 March 2024
It would have been nice not to have problems such as not supplying the tow bar initially, messing me around with dates, taking longer than planned but your Service Manager put everything right
04 March 2024
Service was fine. The agent I spoke with to make the booking was excellent. It would be nice to have chance to speak to the technician. The locker system for key return is a bit impersonal. Nice that the car was valeted and I was offered a coffee
04 March 2024
No issues
03 March 2024
Ita a massive inconvenience to me. When you buy a new car you expect all parts within to be working properly, having defective items in a car isn't exceptable.
03 March 2024
good all round
03 March 2024
Car not washed or valeted. Plastic cover in footwell on passenger front side left unsecured with dangling cables. Cost £20 to fix at local garage.
03 March 2024
No problems except for making an appointment.
02 March 2024
Great service. Friendly front of house staff.
01 March 2024
Got better
29 February 2024
Craig was really good
29 February 2024
Well looked after by Stratstone Derby
27 February 2024
Again, no problem with the booking ,reception or hospitality, but anything i requested to be looked at didn't get looked at, so basically being paid lip service.
27 February 2024
They managed to fit me in very quickly
24 February 2024
Problem sorted with minimal fuss. Craig kept me informed of the progress
24 February 2024
I limped in with a broken foot promptly at 8am. There was no one there but receptionist requested that i use the express checkin. I pointed out my foot was broken..her response was not helpful
22 February 2024
Clutch failing after 3000 m on a brand new car. Only to be told it's not covered due to ware and tear
22 February 2024
Very efficient service
22 February 2024
Excellent service
22 February 2024
Excellent service throughout
22 February 2024
Totally messed about with courtesy cars - TWICE!!
22 February 2024
One issue was not resolved, the RH centre cent does not fully adjust. The valet was very poor, windows streaked, door sills dirty.
22 February 2024
Problem identified and dealt with quickly
22 February 2024
Great team! Always feel Matt Smith looks after me!
22 February 2024
See above.
08 February 2024
Always excellent
31 January 2024
Good customer service, refreshments and quick turnaround
30 January 2024
I felt that the screenwash should have been filled up as part of the service
29 January 2024
Phone not answered. Car booked in for 10.00am but not seen until after midday. Unnecessary wait.
29 January 2024
People trump a somewhat under resourced experience for someone who was getting a free safety recall. Tnx BMW. hope that the above was useful. Can't over emphasise how good your customer service (and parts people) are once you get to talk to them
29 January 2024
Booked a service and MOT online. Dropped the car off
28 January 2024
It was ok but had to chase for updates on progress Also was asked to contact roadside assistance to extend loan car hire which I should not have had to do Also car was in for the same fault twice in a week
28 January 2024
See above
28 January 2024
Service assistant was polite and kept me informed
28 January 2024
Was a while you wait service, was booked in first thing and by late morning when querying progress they had forgotten that I was waiting at the dealership and to service my car in the morning, so had to wait for it to be started midday instead.
27 January 2024
See above
27 January 2024
See above On time to schedule
27 January 2024
Very professional and friendly staff.
27 January 2024
See above answer
26 January 2024
Many thanks to the Head of service team Mr Matt Smith for his involvement and outstanding support during the repair process and following this through to completion and helping us to get the car repaired in time before our scheduled holiday.
25 January 2024
First time I tried Stratstone again after being unhappy many years ago, I normally go to Sytner when new than specialist, this is my son's car and he wanted to try the dealer as he is a BMW fan and the salesman at Stratstone had been helpful.
24 January 2024
On this visit they were very good. In the past I have had issues though
24 January 2024
No problems on collection
22 January 2024
Great service and staff, you checked up with me via phone call to ensure I do not miss the appointment and the you provide a cheap air con refresh service so had to get that done and I like the new checking in system. Keep up the great service
22 January 2024
Very good service
22 January 2024
Initially this would've been 4 stars, but I needed a follow-up visit and the Service Team ensured everything was dealt with.
21 January 2024
Very long wait for my call to be answered every time I called
21 January 2024
Very satisfied I was hospitalised my daughter arrange the appointment for the mot and any service work necessary they also collected the car and turned it to my home in an exceptionally clean condition after a professional valet
21 January 2024
Excellent service
21 January 2024
After taking two days off work for BMW to replace the EGR on my car I had to return two days later taken more time off work due to errors and messages On the car
21 January 2024
Communication very poor. Repeated phone calls to Stratstone required to find out what's happening with vehicle. They blamed phone issues but still failed to send an emailed update as promised.
21 January 2024
Great service
21 January 2024
Can't give you an answer they are very good
21 January 2024
Apart from the waiting times, the person i saw is yet to get back to me for additional works i needed doing.
21 January 2024
Slow to call me back
21 January 2024
Just the latest in a series a bad experiences with Stratstone
19 January 2024
No personal touch anymore, made to check in on a touch screen and place keys in a lockbox that the service staff then walk over to collect 30 secs later. I waited as it should only have been a 30 min or so job but took 3 1/2 hours.
18 January 2024
As above.
18 January 2024
Helpful
18 January 2024
There were initially some issues which I wasn't very happy with regarding my warranty but they were eventually fixed
18 January 2024
Based on the comments above. The service of the car was satisfactory, just poor communication skills of the Service team. As explained in question 1
18 January 2024
Very satisfied and happy with the work
18 January 2024
all good - would have been good to get a specific message to let me know the car was ready to collect
17 January 2024
Completed work quickly and even gave the car a wash!
17 January 2024
see above
17 January 2024
We got a hire car, all the work was carried out and documented and the car was also cleaned when we came back to pick it up which was an added bonus
17 January 2024
Expensive
17 January 2024
The service was completed quickly and i was kept informed throughout the process.
17 January 2024
Welcoming staff and an excellent valeting!
17 January 2024
Good customer service, quality of work done on vehicle
17 January 2024
As above.
17 January 2024
Fitted in a job for me.
17 January 2024
Item stolen out my car.
15 January 2024
Helpful staff
15 January 2024
Everything was excellent - EXCEPT: The car wash was terrible - a dirty cloth had been used to wipe down the ivory leather, and the exterior of the car had missed bits and light swirl marks. I had to completely redo interior and exterior.
15 January 2024
Poor service seems to start at the top. I emailed the dealership principal and service manager and have not received a response.
15 January 2024
Great service work carried out by a knowledgeable tech, and a welcoming Service team.
14 January 2024
Car all sorted on the day Friendly staff
14 January 2024
Not satisfied with poor customer service over the phone
14 January 2024
See above
12 January 2024
Always a good experience. Never any issues
12 January 2024
Poor customer service as soon as the car is purchased
12 January 2024
Problem could have been difficult to find and fix but the team were positive and proactive
11 January 2024
I would give 5 stars if the the car would be washed and vacum cleaned as was promised but none was done,the car is suffered with EGR cooler recall symptoms but all what I heard was that EGR recall was previously sorted
10 January 2024
Its still working at the moment
08 January 2024
Staff were all very nice and the waiting room was comfortable.
07 January 2024
Good service
03 January 2024
Service experience good. Booking easy etc. Issue diagnosed and fixed at same time - Craig explained what was happening and tried hard to return car before Xmas which was appreciated. Car clean also great service and makes a real difference
29 December 2023
very difficult to get through to staff. secondly I was promised someone would contact me to explain the problem that arose in car-still no calls yet
21 March 2024
Gave plenty of time to every question