Lauren is extremely rude and condescending.

I would have rated it higher but getting my deposit back hasn't been a good experience. I came in to test drive and X1 on 6th Oct, I then saw an x3 in the showroom, I paid £1000 deposit as they said 1 was on the ship as they spoke. I then changed my mind & explained I was starting a new job on the 20th Oct * wanted to wait until I had passed my probation period before paying more a month than im paying now. I was then told it wasn't as simple as that as they had had to pay out £60000 on this car. I hadn't even signed the order form sent via email. I felt I was treated different once I said I wanted to delay things. He said he would process the refund for me. Then I had a phonecall from the sales manager the day after to see if I had changed my mind, I said no. She the said my refund would be back in my account within 7 to 10 days. Joseph then rang me last week, just checking again about the car & said he would process the refund then! I emailed him today to say I hadn't had the refund & he said sorry but they had processed the wrong amount & they had processed it again & I would get it soon! I emailed straight back & said why was the first 2 refunds not done & when would i get it. An out of office was the response!! Ive had BMW's for years now & this experience has tarnished this.

All questions were dealt with.

I am writing to formally raise a concern regarding my recent experience with the Lookers BMW Stafford service department.I purchased a BMW Approved Used Car [DH18 HAO] from your dealership on 29 August 2025. Since the purchase, I have driven approximately 100 miles. The vehicle came with a one-year BMW Approved Used warranty.On 10 October 2025, I brought the car to your service department to have three issues checked:1. Braking issue – I felt the brakes were not performing as expected. Your team inspected the system and confirmed it was normal.2. Wheel alignment issue – The car was pulling to the left. I was informed that some wheel weights were missing on the front wheels.3. Minor bumper and undertray damage – I had accidentally driven over a plastic spring pole and requested a quick visual inspection to ensure there was no significant damage. I was advised to contact the BMW body shop for this.While I appreciate the inspection, I was charged £112 for the visit. Given that:• The vehicle was purchased less than 40 days ago,• It has been driven only around 100 miles,• It is still under the BMW Approved Used warranty, and• I was only requesting basic diagnostic checks (not repair work) and no repairs have also been conductedI was very surprised and disappointed to be charged for this inspection. Furthermore, I have learned that a friend of mine received similar visual checks free of charge at the same showroom, even though they did not purchase their car there. This raises concerns about inconsistent customer treatment.I kindly request that the £112 service charge be reviewed and reimbursed.I chose a BMW Approved Used vehicle for the peace of mind and customer service assurance that the program promises, and I hope this matter can be resolved fairly and promptly.Thank you for your attention, and I look forward to your response.

When making the enquiry on the BMW site I ticked the box for email contact. I was still contacted by phone.I was asked specifically what type of car I was looking for, I gave this information, yet a recommendation was made by the sales person that was outside of my criteria.Its frustrating when a customer isn't listened too.

Excellent service from Katie and her colleagues.

You did very well I wasl very happy with the service the sales team were. I rate the sales team 10 out of 10 especially Joe and the manager many thanks 😊 👍

As instructed,Please see below,Regards,Mamun Uddin________________________________________From: mamun uddinSent: Sunday, October 12, 2025 3:38:25 PMTo: customer.service@bmw.co.ukSubject: Not a happy bmw customer!Dear Lookers BMW Customer Relations Team,I am writing to formally raise a complaint regarding the extremely disappointing service I received during my recent attempt to purchase a BMW vehicle through your dealership.I have purchased 7 cars from BMW Sytner in the last 8 years never have I had an issue.From the outset, my experience with Michael from your sales team was excellent. He was professional, transparent, and accommodating — he sent me a detailed video of the car, pointed out minor issues, and assured me that these would be rectified before purchase. Although my attempt to negotiate on price was unsuccessful, I appreciated his honesty and the overall experience at that point was very positive.Unfortunately, things took a serious downturn when I was contacted by Toby Mayer, your Sales Manager. During our first conversation, Mr. Mayer’s attitude was unprofessional and frankly rude. His tone was dismissive, and at one point he said to me, “Do you want the car or not?” — an entirely unacceptable way to speak to a customer, particularly on a first interaction. His lack of courtesy and unwillingness to engage in a respectful discussion left a very poor impression.To make matters worse, he informed me that the vehicle price had been increased to £24,000 from £23500 after “looking at the market.” This felt like a deliberate attempt to discourage me from proceeding with the purchase, and it raised serious concerns about fairness and transparency in your sales process.Despite this, I decided to proceed and paid the deposit the following day, choosing to look past the poor interaction. However, just a few hours later, I received another call informing me that the alloys on the car would be changed to black due to corrosion. I was told this was the “easiest solution,” but when I explained that I wanted to keep the original diamond-cut finish, I was given an ultimatum — black, silver, or a refund of my deposit. I was further told that BMW “does not replace corroded alloys.” But spray them black because it's a cheaper option. This response was extremely disappointing, especially given the car was being sold through an official BMW dealership where quality and customer service should be of the highest standard.Overall, this experience has been frustrating, disrespectful, and far below the level of professionalism I expected from a brand like BMW. I would appreciate a thorough review of how this situation was handled and an appropriate response to address both the conduct of the Sales Manager and the poor handling of the vehicle issue.I look forward to your prompt response and a resolution to this matter.Mamun Uddin07904838522Registration of vehicle i paid a deposit for however they are refund my money now: SN19KLRDealership:Lookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999www.lookers.co.uk/bmwwww.lookers.co.uk/miniRegards,

I was dealing with Georgia whilst looking for a new car recently, but sadly ended up buying one locally as the right car came up here. However, Georgia went above & beyond my expectations without actually trying to force sell me her car. The ultimate professional and knowledgeable lady! I would have no hesitation in recommending Georgia or returning in future, when I need another BMW.

Great Hospitality. I was dealt with straight away on arrival by Georgia. Any information required was provided very quickly both in person and over email. Georgia also provided 360 videos of the cars I was interested and then assisted me by organising test drives. Overall good experience with no negative pressure to purchase.