Customer not happy as when picking up her new/used Mini the vehicle had not been cleaned at all.customer was told to go head and get the vehilce cleaned on her drive and claim the cost back- Daniel Price Authorized this - customer has been chasing this since 9th February and still no refund.Customer still waiting on a call back regards to this.

I purchased my Mini from Lookers Stafford in 2020, since then I have always had my services completed through this dealership. I have a service booked this Friday , as your technician will already be serving my vehicle I called in today to ask that two other small items be looked at during the service, my side warning light comes on but all lights are working correctly and the screen wash is not working properly it only allows a small amount of water through, so I was very surprised to learn that the fee for investigation is £125 per hour, I thought this was quite poor considering the technician would be working on my vehicle anyway and in respect of my loyalty to the brand.

Purchased used approved mini , vehicle had not been cleaned left in dirty condition inside, no external vehicle prep completed either, visible paint mark not dealt with and raised bubbling on rear offside panel which should have been noted and dealt with, having to take vehicle to mini body shop to be assessed under corrosion warranty

Hello,I'm very disappointed with the service received when my car (M26RRT) was in for a fault investigation and would like a refund of £225.60.The car was with Mini for three days for a warranty repair, but was only looked at on day one. Day 2+3 it did not move.No fault was diagnosed, This was discussed when I called up today and spoke to Andrea. I had had enough and just wanted to get the car out of there. I had lost confidence that this issue could be resolved by yourselves.I had to tell the tech what the fault actually was and had to send pictures from Mini forums on the web. Your tech seemed to want to replace the entire heater assembly for one small blend door actuator. He didn't seem to know about these.Communication was terrible! No one called me back when requested. No one answered emails. No one answered the phone. I was promised a call this morning to discuss the car, no one called. I had to chase again and Andrea called me at 3pm. On the 04/02, I had to call Sales because no one would answer in Service.To summarize, I have paid £225.60 to have the car sit there for 3 days to get no diagnosis and have to tell the technician how to find a common fault. The customer service is the worst I've had for a while.Please consider refunding this amount. I will then be content and put this down to experience.

I have previously raised a ticket about a very poor experience when I bought my Mini - 85033894I got an auto reply and then never heard anything back. Just ignoring me isn’t helping improve my opinion of the service.

I purchased my vehicle in March 2025 during the VIP sales event. I was told that due to me purchasing during this week I would have 2 years warranty and 2 years RAC breakdown cover. I had some time remaining on my AA breakdown cover so continued using this until it ran out earlier this month. When it ran out, I realised I had not received any documents with policy details for the RAC breakdown cover. I therefore rang up Mini Stafford to request this. I was promised it would be sent over however it wasn't. This then proceeded to occur 5 times. I also emailed the person who sold it to me, Oliver Terry, directly and had no response. I then spoke with Daniel Price and explained the situation. The next morning he forwarded me an email chain that clearly showed that the 2 year warranty and breakdown cover had never been set up. He also sent a document showing that this would be live from March 2026 for 12 months, meaning I would only receive half of the benefit agreed on purchase, and that I would also not have any breakdown cover between now and then. I emailed back stating that this was unacceptable and I expect to have the policy live for 2 years from now. This email has been ignored. I am extremely disappointed in the customer service I have received, with continuous lying and disregard from the sales team. Both my partner and I have purchased cars from Stafford Mini in the last few years, and I can confirm I will definitely not be using them again or recommending them to others. To add to this, on purchase of the car, I was promised it would receive full MOT and service. It wasn't until I checked the DVLA website that I discovered this had not been done. This was eventually sorted out, however again, not what I would expect. This needs sorting out as a matter of urgency as I am not receiving the benefits agreed, and am also driving around without any breakdown cover.

Dear Sir or Madam,I am writing to formally complain about the handling of my MDP+ policy (for vehicle DL24 FKN purchased on the same day) purchased from Lookers Stafford on 13 December 2025 , and to request its cancellation with a full refund.At the time of purchase, I specifically requested the full policy documents and Terms & Conditions for the MDP+ policy. I was advised by your salesperson, Beatrice, that these could not be provided on the day as the purchase was completed on a Saturday, but that they would be sent on the next working day.Despite repeated follow-ups, I have still not received the policy documents to date. For clarity, my contact attempts are set out below in chronological order:* 18 December – Emailed Beatrice requesting the documents* 19 December – Beatrice replied, citing issues with a new system and advised me to contact her again if not received by 28 December* 29 December – Emailed Beatrice again; email bounced back. I then emailed Christopher Garner, who was CC’d in the previous correspondence* 5 January – Called Lookers Stafford; receptionist advised Beatrice is no longer working there and a manager would call me back by the end of next day (no response received)* 7 January – Called Lookers Stafford again; receptionist stated a manager would call me back. On the same day, I also emailed the aftersales manager, Lee Tuckett, to raise the matter in writing. No response has been received.I am now seeking to cancel the MDP+ policy due to the ongoing lack of response and the dealership’s handling of this matter, which has caused me to lose confidence in the representations made at the point of sale.At the time I entered into the agreement on 13 December 2025, there was a minor dent on the vehicle which was addressed by the dealership’s SMART repair specialist. The outcome of this repair was unsatisfactory, and I raised my concerns during the purchase process.In response, I was specifically assured by Beatrice that the MDP+ policy was cancellable at any time, including after the first service, and that I would receive a full refund if I was not satisfied with the standard of SMART repair. This assurance was a key factor in my decision to proceed with the policy.I was also advised that I would receive the full policy documentation and Terms & Conditions following completion of the purchase.These representations formed an essential part of the contract. To date, the policy documentation has not been provided, and the dealership’s subsequent conduct has further undermined my confidence in the assurances given.I am therefore requesting that Lookers either provide the full MDP+ policy documents and Terms & Conditions within 14 days of the date of this letter, or alternatively, confirm the cancellation of the MDP+ policy with a full refund, without penalty.If this matter is not resolved within the 14-day period, I will have no option but to proceed with cancellation on the basis of non-fulfilment of contractual obligations.I would prefer to resolve this matter amicably and look forward to your prompt response.

As part of the deal on my Mini, I paid for GardX paint and interior protection. I was told that this includes a warranty, but I received no paperwork for it, and when I checked on their website to see that this has been registered, my vehicle is not found. I have asked the salesperson about this several times and not received a meaningful update so I’m questioning whether this was actually applied at all. In the absence of any proof I’d like a refund for the cost. I was also told that I would get GardX top up products but was given generic Mini branded cleaning items which makes me suspect that hadn’t been done.The original sales process was fine but everything after that has been poor. When I collected the car, the vehicle was already assigned to one of your staff members Mini ID which took time to remove before I could be added. The driver’s side window wasn’t closing when the vehicle was locked so I’d had to drive back to the showroom to get that fixed. How that wasn’t picked up on the PDI is a mystery.The Mini branded cleaning products that I was given leaked into the boot, ruining an expensive leather bag (which you’ve since paid for).I’ve also noticed that the first service is due a year earlier than expected. It’s showing as needed in November 2026, and not two years from when the car was first registered (it had been in your showroom for some time).

HiIn November/December 2023 I purchased a Mini Countryman from you - reg number BC14 DKF. I dealt with Matthew Greenbank.From the outset, the clutch was making a noticeable stirring noise, which I raised with Matthew at the time. I was advised that this was likely normal engine noise, particularly as it was my first diesel vehicle. Unfortunately, the noise gradually worsened, and I took the car to an independent garage earlier this year. They confirmed that the clutch was severely degraded and required immediate replacement, at a cost of £2,000.I’m understandably very disappointed by this outcome, particularly as this was a concern I highlighted at the point of purchase and one that, in hindsight, appears to have been an early indication of clutch failure. Given this, I feel it is reasonable to say the issue was present when the vehicle was supplied.One of the key reasons I chose to buy through Mini Approved was for the reassurance of vehicle quality and pre-sale checks, so this situation has been especially frustrating and has fallen short of my expectations. I have been a long-standing Mini Approved customer, but unless your response is satisfactory, I am unlikely to use your services again.In light of the above, I would appreciate you considering a goodwill contribution towards the cost of the repair. I hope we can resolve this fairly and amicably.Kind regards,Richard Carrick

Good evening,I purchased a used Mini through the Lookers MINI (Stafford) dealership on 26th November. I studied images and videos of the vehicle beforehand and discussed with the sales agent.Having travelled for a few hours by train to collect the car and get it home I discovered a number of issues, mainly related to very poor condition of the vehicle and significant damage to door furniture, body panels and pillar trims which occurred during the dealer preparation and 'valet' (i.e. in between me agreeing to buy the vehicle and subsequently collecting it).I reached out to the dealer in question but have yet to receive a response. I would have liked at least an acknowledgement if not a resolution. I feel I need to get in touch accordingly. I attach my comments to the dealer and am happy to provide more detail on the timeline, vehicle and damage.I look forward to hearing from you.