Communication following original order being placed and delays in delivery could be improved

Josh is an asset to the team at Mini Crewe, he actually listened to what I wanted and then got it for me. He talked me though each stage and answered all my questions. I'd 100% recommend him to anyone.

I was dealt with by William Cooke, sales executive. Who was friendly and helpful, but also professional at all times. Excellent communication through out the buying process. Overall very pleased with the service given.

Very helpful and very pleased how everything went along thank you.

Excellent service from Matt

I would like to explain my low rating for the booking side of things. Let me start by saying that the staff at the dealership itself are GREAT. Lydia, the chap I dealt with (South African, i cannot remember his name) and the Aftersales manager I met were amazing. What did grate was my initial phone booking. I rang, spoke to a Scottish lady who said that someone would call me back. That call never came. I rang again, and nobody knew what I was on about.. I asked if I could simply speak to someone at the dealership, and got a lengthy explanation as to them being in Glasgow and blah blah blah. I don't really care, to be honest.. I just want to book my car in, and talk about the service it had earlier in the year. If call centres don't work properly, I would suggest Lookers invest in more staff in the dealers. There will ALWAYS be a disconnect between a dealer and a remote entity. The Aftersales manager explained to me how things are changing and improving, and this seems to be going the right way.. all good. I would say that your Crewe staff are excellent, from the lady on reception through to aftersales and everyone else. I am not saying the call centre staff are bad, but the system doesn't work well. I do a lot of work with call centres and outsourcing, so trust me, I know how it works! : )

Dealing with Josh was a pleasure; he was very knowledgeable and made sure everything was right for collection of my new car. He has followed up a couple of times and is on hand in case if query. Well done & thank you.

Very efficient service with helpful staff.

More than pleased with all the staff but especially James Berry and his manager Yvonne

We arrived as agreed at 8am for my cars service MOT only to eventually (having been standing around for 15 minutes) be told we were at the wrong garage. The “call centre” in Scotland hadn’t bothered to pass the information to us that we needed to be at the BMW garage not the mini garage which was close for refurbishment. This wasn’t evident from the garage there were still cars for sale and no notices up to inform people who had been let down by the call centre 100’s of miles away, and probably don’t give a flying fig as they are never going to meet the clients. This wasted valuable time. Luckily the service team when we did arrive at the correct garage in particular Matt were excellent and saved the day. This wouldn’t have happened had a member of the service team in Crewe had phoned us because they have day to day contact with the client. I understand for economical reasons you have to use call centres but get your act together train them properly and show your clients some respect. I’ve bought minis from Crewe for many years and enjoyed excellent service from the local team sad that that’s not going to be the case in the future