They sold the car that I was meant to be collecting through lookers star cityI have made a handful of complaints and received nothing backI think it’s time to take this further

I wish to formally complain about the service received during the attempt to purchase a Mini Aceman Electric from Lookers Mini in Stoke on Trent. On 25th June my wife and I visited the dealership intending to purchase the car. We saw salesman James Ashworth and experienced a test drive. We were interested in the BMW interest free offer and James worked out the PCP finance offer as advertised on the website. We placed an order based on the agreed terms. Documents were signed. An expected handover of 17th July was stated but James suggested he expected this to be earlier even within one week. within a couple of days we had received our order documentation and this included a request to pay 'immediately' the deposit of £5618.85. Looking at the agreement this indicated that finance had been approved and the order had been placed and agreed. As this was our first electric car we purchased and arranged the fitting of an EV charger. On 2nd July James emailed me to indicate the car was due to arrive at Stoke on Tuesday/Wednesday the following week and that he would call me on Saturday to arrange the handover( This would be 11th July). No call was received. I requested an update on 14th July and was told that the car was due to arrive on 15th July and that 'with any luck we can get you in the car on Friday". This would be the 17th July- the original hangover estimated date. Again I heard nothing to confirm and sent a request for an update before closing on 17th. There was no reply. I rang Lookers Stoke on Monday 20th July to be told the car had arrived and an apology from James for not getting in touch. However he had worse news. He described that the offer of finance had been withdrawn and the only option was a 24 month 0.9% deal that needed an additional deposit and increased payments or a standard PCP deal for 4 years. This has been extremely annoying and disappointing. I am shocked that we had an agreed purchase and finance and this appears to have been withdrawn. This is unprofessional and to be honest seemingly dishonest. I cannot believe a premium brand feels it appropriate to act in this way. Date 26/06/2026 Offer No. 2566266/1 Finance proposal No. 18587472-1

I put a complaint in about this garage 2 weeks ago and I haven’t had any reply at all, myself and family have brought 5 cars from lookers altogether and have never had this problem, it really isn’t good enough and I’m fed up waiting for a new car , what you going to do about it, I’m discussed in being treated like this

I use lookers at star city , amazing team! I saw a Mini Cooper s convertible, in my price range , it was at the Stoke site, was finally getting the car of my dreams, so was all arrange through lookers at star city, I paid a deposit, was collecting the car last Saturday, happy days!To find out Friday evening that Stoke mini had to taken off reserve and sold it someone else! I was heartbroken, how can this happen? How can Stoke sell the car when that car was about to belong to me, now I have to wait for a car in my price range to come along! I’ve had emailed before and had no reply, not very good customer service, I’ve had 3 cars from lookers and my daughter 2 , and have never been treated like this before, really isn’t good enough to break someone’s dreams like that!

I put a deposit on a car through lookers star city, lookers stoke then sold it , I was meant to be picking that car up today!I don’t blame lookers star city, Phil the salesman has been lovely and couldn’t apologise enough, lookers stoke sold my dream car to someone else , I’m not happy as you don’t get many of them, I’ve brought my last 3 cars and my daughter has brought 2, but now I will have to go somewhere else, which is a shame, with all the sales you get your clearly won’t be bothered about this!

cust paid a deposit £250 however the following day advised he would not be going ahead with the deal. The cust has been calling to see where his money is. please process the refund.

Please stop sending me service reminders (text and email) forDS71FWRI LIVE AT LEAST 60 miles from you so the car will be serviced close to my home.I cannot see how to unsubscribe from emails and text so this is the only way I can do it.Can’t remember whether email isCrichmond39@hotmail.com. OrChristinemayrichmond@gmail.com

We received an invite to come along to a mini event so I booked in a time to see someone on 8/2/26, when we arrived it was really busy understandably that’s why we booked, we were told our assigned sales executive had gone out on a test drive and we could wait and look round as we did, we waited and waited and then Jamie said he would try and help. So this would be our 3rd mini always brought from new and a lot has changed, I looked at colours and saw a sample on the wall of indigo sunset blue, reminded me of horizon blue our first mini, I asked if they had a car on the forecourt in that colour so I could see it, was told a lady had placed an order and it would come in may and Jamie said he would call me then to view it, I said if one came in before used or new could he call me so we could see it. In March Jamie called and I said is it because you have a car it came across he had genuinely forgotten till I asked if thats why he was calling and he said yes oh yes and we have heard nothing since. I just feel it’s very poor customer service and there seems genuine disinterest in selling a car to us. I just thought you should know how a customer is made to feel, we may have to return to sytner which is a distance from us but they pre registered my current car once they new the spec we wanted and seemed very interested in selling minis, our first mini was from knights but we thought we would try yourselves again as your local. I work for the nhs so I cannot take calls in working hours but that’s why we arranged an appt to take the time with my husband to view minis

customer has received email through offering 10% off service plan if taken out before 31st May, has contacted site who seemed none the wiser to it so he forwarded copy of the email over. has now received a response advising it is only for oil and filter changes and not full servicing for the 2 years with 2 MOT's included. nowhere on the email does it state that their vehicle is not eligible for this discount

Failing to reply to my complaint submitted in February. Ticket number 85652382.In addition lack of assurance with vehicle check prior to sale and general after care of sale from the branch.