Nobody cared

We recently purchased a 2021 X3. The customer service leading up the purchase was awful - we had to chase up every single enquiry/request for updates/further information, organising collection of the vehicle involved a fight with staff to collect the vehicle on a Saturday (which was the only day we could do due to working full time and living 2 hours away - the dealership were very happy to greatly inconvenience us rather than work out a compromise solution), we were pressured for payment ahead of collection so that the dealership could meet its end of month numbers (but this pressure was put on us before we had confirmed we were happy with the condition of the car and before we had arranged a collection date), and when we raised queries about repairs to the condition of the car, we were assured by one member of staff that the repairs had been carried out and the car was fine while another member of staff spotted issues with the repairs and more work had to be carried out.After collecting the vehicle, the very same day we found multiple issues with the electrics (heated seats, wireless charging, windscreen wipers) - we spoke to our local BMW centre in Warwick to book the car in for repairs under warranty and were told they had no record of the car being registered for an AUC warranty. After ringing Lookers and leaving an urgent message to sort this out, nobody called back and we had to chase AGAIN for responses. We are still waiting. In any event, we would expect these issues to have been diagnosed by Lookers before the car was sold to us, rather than leaving us in a position where we have to take the car for repairs (again at inconvenience to us) immediately after purchasing.Really awful pre- and post-sales customer service from a dealership who do not seem to care about customer experience at all - just their own sales numbers and convenience. For the amount of money we paid to buy a car from a luxury brand, we're so disappointed with how we were treated. We raised this with the dealership during the sales process and nothing improved.We will not be purchasing from Lookers again and will be advising others of the sub-par service we received.

After initial contact I felt if I was not being taken seriously especially once I had declined the extras such as paint protection and minor damage insurance. I requested the full spec of the vehicle I was enquiring about and a HP and PCP illustration, what I received was a screenshot of the HP illustration which I felt showed a complete lack of proffessionism, at which point I decided to not proceed with the purchase. A decision which I wish I never made.

Good afternoon,I've had no response to the below since I bought the car from lookers stoke. No follow up email and the car has developed an issue within 2 weeks which has been booked in with BMW local to me for investigation. Please investigate my request below. I feel like communication is good up until buying the car then that's it. Aftercare is important too. I need some information on what has been done to the car before I collected it as it has developed an oscillating noise at low speed.Thank you in advance. I also never record a touch up pen as promised but that is the least of my worries with a month until the car can be looked at.Regards,Paul Devoy________________________________________From: Paul DSent: Sunday, October 26, 2025 6:12:40 PMTo: izaakderbyshire@lookers.co.ukSubject: Re: BMW X3 issueGood evening Izaak,I haven’t heard from you reference the below and I now have an issue with the car and an oscillating noise/vibration when slowing down from 20-0mph, it feels like it could be brake related.Are you able to offer some advice or do I need to book in with a local BMW service partner?Can you confirm what was changed on the vehicle service and pre checks before I collected it as I don’t feel comfortable driving it currently?Thanks,PaulFrom: Paul DDate: Sunday, 12 October 2025 at 19:53To: Izaak DerbyshireSubject: Chip penHi Izaak,Hope you are well. You mentioned sending out a chip pen for the car as it had a couple chips to fill on collection. Can you confirm if one was sent, please?Appreciate it.Regards,Paul Devoy

very helpful experience with Robert Lester

Had to wait a while for the salesperson who was allegedly not notified of our arrival. Was told the car had been refuelled by the salesperson for a reasonable test drive but the hybrid mode would probably not function due to car being stationary. I asked if the car had any accident repair, was told it hadn’t but there was significant overspray behind the fuel flap. Feel very misled, bordering unethical behaviour.

Have been waiting 2 weeks for my deposit to be returned to me. Multiple emails ignored and still waiting for my funds to be returned

I had an appointment to view a car, when I arrived I was asked to take a seat, some 30 minutes later the salesman came to see me only to tell me someone was currently buying the vehicle

Dear Lookers BMW, Stoke-on-Trent,I am writing regarding the vehicle I purchased from your garage:Vehicle: BMW 2 SERIES 218d M Sport 2dr [Nav] Step AutoRegistration number: JA03BAD/ AJ68XHCDate of purchase: 30/01/2025Since purchasing the vehicle approximately 8 months ago, it has developed repeated faults. The car has already been back to your garage several times for repairs and is currently there again with further issues.These ongoing faults are unacceptable for a car of this age and value. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and durable. I do not believe this vehicle meets those standards.I am therefore requesting that you confirm what steps you are taking to properly resolve this issue and to work with my finance company, Go Car Credit Limited, to either:1. Provide me with a replacement vehicle of equivalent value and condition; or2. Allow me to return the car and end the finance agreement.The ongoing problems with this car have had a significant negative impact on my mental health, as I struggle with pre-existing conditions. I am also the parent of two children with additional needs, and the unreliability of this vehicle has caused considerable stress, difficulty in caring for them, and major disruption to our daily lives.Please provide a written response within 14 days.Kind regards,Jade Myatt

my car has a service, and I was able to stay look around the showroom, have a coffee while it was being worked on.