I am writing to express my deep frustration and disappointment with my experience today at your Stoke-on-Trent dealership. I had an MOT appointment booked for today and received a confirmation email. However, upon arrival, I was informed by your staff that, despite this confirmation, there was no booking in your system.I am extremely upset, as I took a full day off work to attend this appointment, and this time has now been completely wasted due to your administrative error.Although I have since been able to secure an MOT appointment for the following day, this does not take away from the inconvenience caused, the disruption to my work, or my dissatisfaction with the service I received today.

I have a BMW X2 M35I on order with yourselves. I placed the order with Callum Beattie 28th November 2025, he told me it would be a 3 to 4 month wait.I have heard nothing since, no updates, no information whatsoever so, after almost 3 months I thought I should chase Callum (this isn’t my job!!!).I emailed him Saturday 14th February. The email bounced back immediately saying it wasn’t a valid email address.I then contacted BMW Sunday 15th February 2026 at 12:25hrs to speak to Callum I was told by a lady that Callum had left over two weeks ago. I asked to speak to the sales manager/manager. The lady after taking my details said he would ring back as soon as possible … I’m yet to be contacted!First of all my frustration is with the lack of updates. Secondly would it not have hurt to have told me Callum has left and I am now going to be dealing with somebody else?My custom is clearly of no value to you so I am seriously considering cancelling my order and looking into purchasing from another dealership.So over to you, fix this problem and help me look forward to receiving my new car, whenever that maybe.To provide context to my complaint I have listed below all the issues I have encountered in the lead up to each purchase collection.Since October 2017 I have had 5 brand-new BMW cars on PCP from you the one on order currently will be my 6th. I have always had mostly poor customer service from BMW it has rarely been straightforward ordering the car and picking it up. It has mostly been hindered by incompetence, lack of communication and overall lacking in customer service.First issue was October 2017 the car was actually ordered August 2017. I excitedly attended BMW to pick up my brand-new one series the first brand-new car I’d ever had when I arrived i realised immediately they’d put the wrong wheels on the car, the salesman wasn’t too bothered or sympathetic however very disappointingly I accepted it.October 2018 - Second issue just over a year later, I picked up my dream car a blue BMW3 series M sport, when I arrived, I was told the door was dented. I then had to bring the car back a number of weeks later for it to be replaced. This hindered me showing off my new car because there was a dent in the door which everybody noticed.2020 - Surprisingly, I then came back to BMW for a third car. This was the newer shape three series, in the month of April 2021 days before me collecting the car after a phone call from BMW to tell me it was ready I was told it in fact it was not ready and it was somebody else’s car. This was after I had swapped the insurance over emptied my car valeted it ready to take it to BMW. My car in actual fact arrived over 2 months later.December 2022 - Surprisingly again, I came to BMW to order another 3 series this time with the newer interior in grey. I had numerous sales people dealing with on this occasion so had a clue where I stood!December 2024 - Wow and again I came back to BMW to order a X3 new shape this was actually wasn’t too bad I had the same sales person from start to finish and picking the car up wasn’t bad.Thanks Stuart Wedge

I have tried to secure the purchase of a Mini Cooper for over a week- I am a cash buyer and needed a settlement figure and was waiting to hear back from you guys- I was ready to do a deal and I see the car has now been sold. Terrible communication from sales.I have tried to call back 4 times so far today!I could have secured the car by paying £100 deposit. Very upset with you guys.

I purchased my car in November from Lookers Stoke based on the advert on the Lookers Website - The advert stated that the car had 27,764 miles and I purchased the car on this basis, however, I have recently checked the mileage log on my car (as I am now looking to book it in for a service) and it had c. 34,671 miles on record at the time of purchase.There was no mention of the mileage on the invoice that I signed prior to purchase and was not informed that the mileage was any higher than as described on the advert.I have discussed my complaint with Aaron Bates who was the lovely sales executive who helped with my purchase who advised that he would escalate this on to his manager (Nick) however I have had no further commutations and am really not satisfied with the response that Aaron has given so far which was that there were errors on the system causing the car to display wrong - this is not my fault and I was not made aware of this at the time of purchase.Please advise how I can proceed as I believe I have been sold the car based on inaccurate information and would like to put in a complaint due to the mis-information and depreciation in value of the car as it had c. 7000 more miles on the clock than was advertised and sold to me.Many thanks in advance for your assistance with this.

I have Been asking for my policy for premia ,I have emailed many times ,I have had response that they will supply this ,but nothing as been done.i am very disappointed in the afternoon sale

I have Been asking for my policy for premia ,I have emailed many times ,I have had response that they will supply this ,but nothing as been done.i am very disappointed in the afternoon sale

I bought a BMW for £19,600, but the clutch was extremely stiff. Due to my wife’s muscle disease, we wanted to return the car within 24 hours, but they refused.They offered an exchange instead, but said they would only take the car back for £18,250 and also refused to refund my £500 deposit. The manager and sales staff were rude and treated us very unfairly.Before the sale was completed, they called me up to five times a day. Once a problem occurred, they ignored all my emails. When I called, they kept passing me from one person to another and wasted my time. In the end, I was forced to sell the car under a different campaign and suffered a financial loss.The managers and sales staff involved were Aaron, Adam, Nick Mackenzie, and Sam. All of them were unhelpful and showed no real interest in resolving the issue. Initially, Aaron seemed willing to help, but after speaking with his manager, he also became dismissive and uninterested.They clearly do not care about the BMW brand image; they are only there for their salaries. I hope senior BMW management takes this review seriously and looks into how customers are being treated at this dealership.I lost £3000, who will compensate me?

Dear Sir or Madam,I am writing to express my formal complaint regarding a recent service carried out on my vehicle at your dealership.I had paid £427.02 for the service, but it was carried out improperly, and a problem arose with a spark plug, immediately affecting the performance of my car. The problem was immediately reported on Saturday, but it was met with an unhelpful attitude by the receptionist, and it was made clear that the vehicle would not be able to be dealt with until Monday.However, when I visited on Monday, it was made clear that the problem would be immediately resolved, but I was kept waiting for two hours, during which time I was unable to attend two hours of work. Eventually, I was given my car keys and informed that it was “all done,” without any explanation of what had gone wrong, reassurances, or even an apology for the inconvenience caused by your dealership.Considering the cost of the service and the way in which the problem was dealt with, I must express how extremely disappointed I have been by the quality of work and the customer service received at your dealership.I would like a formal response addressing:• Why the service was carried out improperly• Why the problem was not dealt with properly• What steps will be taken to ensure it doesn’t happen again• What kind of compensation your dealership would be willing to offer in light of the above circumstances and the two hours of work that had been lostI look forward to hearing from you soon and hope that a satisfactory solution will be reached.Yours faithfully,Adam samways

i purchased a car on 29/06/2024 reg DN71BHJ,can you tell me if it has had any history of damage to OSF door or history of paint repair on OSF door carried out by MB lookers stoke.yours MR Keith Davies

While I appreciate the efforts made by some of the members at Lookers BMW Stoke-on-Trent to resolve matters after purchase, I must be honest that I am disappointed with the overall purchase and post-sales experience.Following the vehicle handover, several issues were identified. These included a rear bumper scratch (which was agreed by the Sales Manager to be addressed), outstanding software updates, and MOT-related matters. Despite repeated calls and emails to follow these up, communication was inconsistent, and the issues, including the bumper scratch, remained unresolved. BMW UK later confirmed that the vehicle software was not up to date at the point of handover. Also, I have not received any documents regarding the services I have purchased such as the extended warranty and damage protection plan.Although further contact was made subsequently, and I acknowledge the effort involved, it was difficult to obtain timely updates or clear confirmation of next steps. On one occasion, despite providing a consolidated list of issues in advance to ensure everything could be addressed in a single visit, only a minor item was resolved. This resulted in additional visits, further chasing, and inconvenience on my part.The lack of proactive communication, missed confirmations, and the need for repeated follow-ups significantly detracted from the experience and fell short of what I would expect from an Approved Used BMW purchase.I will, of course, complete the BMW UK survey when received and will reflect my experience accurately.