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OUR CUSTOMER REVIEWS
SALES
5.0SERVICE
4.5Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
259 ratings and 149 comments received in the last 90 days.
19 July 2025
Very helpful and friendly
04 July 2025
The sales team were very good and helpfull ,
04 July 2025
Excellent experience. Shannon was very knowledgable and explained all aspects of the car both when purchased and in particular on delivery
25 June 2025
As above plus it took a lot of time to understand the financial agreements with the originator having moved on and a new person assigned to the financial agreement
19 June 2025
Attentive staff
11 June 2025
Extremely satisfied and the sales executive dealing with us, Jack Bourne, seemed genuine in his wish to get a good deal for both sides! Well done.
07 June 2025
From configuration on the BMW website to collection of my new 330e M Sport, process and communication has been clear and straightforward.
05 June 2025
Without any "pushy" sales tactics, I actually ended up buying a different car to the one I initially went for and even spent a bit more money than I intended. But this was exactly the right decision. I loved the cars unveiling!
02 June 2025
Very good service ??
31 May 2025
Excellent
14 May 2025
Very attentive staff that where friendly and approachable.
08 May 2025
Mark Graham made the whole process smooth and provided regular updates.
08 May 2025
Got me in to my dream car, need I say more.
07 May 2025
Great attention from the sales professional, Shannon, and in her absence the manager, James. Handover was comprehensivel and the car looked brilliant.
04 May 2025
The process was enjoyable, no pressure from the sales team to purchase the car everything went smoothly
02 May 2025
I got excellent service from the Sales team throughout. Good communication and always responsive to any enquiries I had
24 July 2025
I book my car in for a service, but on the day they told me it was not booked in (don't know what Happen there) but they still manage to slot me in . That's excellent service.
24 July 2025
Helpful service advisor with all work completed as agreed
24 July 2025
Very satisfied
24 July 2025
From booking in to collection of the car everything was very easy. I asked if the car could be ready for 3pm and at 2-30 received a call to say it was ready, excellent service.
23 July 2025
Staff always have my best interests at heart and make me feel welcome
22 July 2025
Good service - I would recommend.
21 July 2025
The service was quick and easy.
21 July 2025
Very well looked after, service advisor had great knowledge of the BMW range.
21 July 2025
Everything done to a high standard
20 July 2025
Got the recall work done in a day
20 July 2025
Well what a lovely lad Jordan was. Very polite and helpful. Went above and beyond. Excellent.
19 July 2025
I understand why but the team couldn't patch up the pipe to make it even last the week. Spent the week with no vehicle access
19 July 2025
I was satisfied with the service as it is always good but the oem parts I supplied do not fit quite like they should so I am now taking this up with Cotswolds as they supplied the parts
17 July 2025
See above
17 July 2025
See above comment
16 July 2025
Service person I dealt with was brilliant, no complaints there. The actual work itself is questionable.
15 July 2025
Very particular and very thorough
15 July 2025
As above
12 July 2025
Everything went as planned
12 July 2025
Kept me up to date, remembered me when I returned to collect my car. Always had a smile on her face and was easy to deal with. Great customer service from the Team
12 July 2025
Staff was not very helpful
12 July 2025
Thanks
11 July 2025
The team at Stoke are outstanding, from booking to completion of the work the staff are all welcoming and friendly. The technician (Dan) was brilliant
10 July 2025
Clear communication, easy to book courtesy car and even more friendlier and chattier when I told them where I worked and how the staff had completed a charity walk for us Fabulous team thank you
09 July 2025
Although the morning of my visit, you were under staffed but the three members of staff reassured me my car would have the work carried out while I waited which they did while I enjoyed a coffee.
08 July 2025
The lady on the service desk was great, so helpful and explained everything to me.
06 July 2025
Kept informed of the process, there were a couple of delays in preparing the car but these were immediately disclosed and explained with a suitable alternative agreed.
06 July 2025
BMW Lookers Stoke, overall customer service and experience was excellent. Top tier welcome, care and indepth explanations over the duration of the entire process of my BMW purchase.
05 July 2025
Katherine Finnley was amazing. Special thanks for the customer experience she gave me while I had my BMW for repairs.
04 July 2025
Easy to get an appointment that suited me.
04 July 2025
As above
02 July 2025
Easy drop off service and friendly team on reception desk. Enquired about courtesy car and was told there is a charge. No offer of taxi service which is poor as other manufacturers provide.
02 July 2025
See above
01 July 2025
No personable qualities at the service desk, no please or thank you etc
01 July 2025
Good service, Good review, all god goes back.on on.momday for a diagnostic check on thevcalers on the boot
30 June 2025
Booking in appointment easily made, courtesy car provided attentive staff
26 June 2025
Good service
25 June 2025
The members of staff made my experience very easy going, answering my questions even when it was difficult for me to understand as they managed to simplify it for me.
24 June 2025
Very helpful booking in and knowledgeable check in and vehicle was cleaned to an exceptional standard
23 June 2025
The service team at Lookers Stoke have provided me with a great customer service experience. A special shout out to both Aimee and Olivia for their efforts.
23 June 2025
Friendly and helpful staff with good knowledge of vehicles
22 June 2025
Booked MOT appointment via phone and agreed time of 0800 for 17/06/25. When I checked in, I was advised time was 0915. Expressed my disappointment. Aimee Welch saved the day by arranging for the MOT to start at my booked time.Fantastic client service
22 June 2025
Would have been 5 stars only did not receive the vehicle inspection report until the following day.
22 June 2025
The staff deserve it.
21 June 2025
Amy was dealing with me, her customer service was perfect, so polite, informative and listened to me as a customer, she dealt with me perfectly. Thank you
21 June 2025
Service was very good. My car was in for a recall and taken straight in as I was waiting for it . From start to finish it took 1hr.
20 June 2025
Great service by the lady at desk although there was a delay in return of car but not her fault
20 June 2025
Satisfied. Kate F was really helpful and reasonable.
17 June 2025
Everything completed as expected
17 June 2025
Car was fixed, in a timely manner, reasonable price, excellent service
17 June 2025
Staff very helpful
16 June 2025
Kept informed at every stage so that there are no surprises at the end.
15 June 2025
Diagnostics and repair completed very well
15 June 2025
Arranged for courtesy car worked with the fitting of the E G R .
15 June 2025
As above, Kate was the difference
14 June 2025
All sorted
14 June 2025
Could not have been better
14 June 2025
There was a delay in the washing of the vehicle.
14 June 2025
Because as most car brands do. You (I.e. the OEM) place unfair and unrealistic expectations on the Aftersales team to deliver a faultless service all of the time.
13 June 2025
I was pleased with the work and appreciated the free refreshments. The work took a little longer than expected.
12 June 2025
Everything on service was fine as far as I could see.
12 June 2025
As above. Aimee and other members were great to deal with at this dealership.
12 June 2025
Looked after me very well
11 June 2025
Great customer service
11 June 2025
Advisor kept me informed all the way through whilst I sat and worked
10 June 2025
Was supplied with a nice replacement car
10 June 2025
Well looked after
10 June 2025
Service and Staff excellent
08 June 2025
The service admin are helpful and broadly knowledgeable. I do find that service parts are recommended on wear basis and not from a safety perspectiveI.I feel that staff recommend service parts as a sales target rather than what is actually needed.
07 June 2025
Met Kate who was superb, very professional and answered all my questions
05 June 2025
Service department fantastic,sales department not so good had completed the form when booking in and asked for a valuation maybe to change car for a new one but no contact was made
04 June 2025
Was able to wait and enjoyed the complimentary refreshments
04 June 2025
Technician was amazing.
03 June 2025
I have dealt with this dealership for over 11 years but sometimes feel that my loyalty isn't recognised but obviously this may be partially due to staff changes people you get to know leave and new staff are brought in.
03 June 2025
Told the wrong time to collect the car, therefore the service team weren't available and I've had no handover of the warranty work completed.
02 June 2025
Olivia
02 June 2025
Good. On time. Courteous
02 June 2025
Friendly efficient and knowledgeable staff
01 June 2025
Service was completed with no hassle. Like the convenience of the new automated key drop off.
01 June 2025
Always happy with service at BMW
01 June 2025
Fabulous service and feels like I've known the staff for ages - very amenable
01 June 2025
See above.
31 May 2025
For all the reasons in previous question
30 May 2025
Great customer service helpful o& informative competitive price
30 May 2025
The advisor Olivis Barlow is very accommodating and approachable. She is a nice person and helpful.
29 May 2025
Full problem with front tyres not given and cuts in sidewalls made worse.
28 May 2025
Went over and above for us
28 May 2025
Because when the service has been done it feels good to drive,
27 May 2025
As above, to date a professional & courteous service provided by the staff.
27 May 2025
I was given the impression I would be paid with a few days. I have little paperwork and my request for an explanation has not been responded to
26 May 2025
All good well informed, Judt the car clean
26 May 2025
Mess left in car (all the leaves and bits that fall out of the old filter). Pollen filter fitted wrongly. Trim not refitted correctly. Shoddy work. Had to watch you tube video fixed it myself. Over priced.
26 May 2025
Very satisfied helpful staff and good service
26 May 2025
Everything was done as promised and on time. Communication was excellent from Steve.
25 May 2025
1. Poor communication 2. Low concept of customer needs 3. Not compliant with service they offer 4. Low level of orientation to customer expectation & brand values 5. Poor processes
24 May 2025
Great customer service, I was kept updated about my vehicle and service was completed within good time. Had a complimentary vehicle wash however sunroof was still covered in bird poo which was disappointing.
24 May 2025
A professional and friendly service
24 May 2025
Was really good service from Aimee. I was quoted £218 just to diagnose an issue which is a bit excessive though
24 May 2025
Very satisfied, good service friendly efficient staff
23 May 2025
As stated above worst experience iv ever had at bmw nothing went right from start to finish don't feel like iv had a new car at all
22 May 2025
Katie for us has been a shining light and a credit to BMW the way she handled our pain and tried her hardest to ease the blow was fantastic. Even to the point where she sorted out a courtesy car for us to prevent further disruptions to our Holiday.
20 May 2025
see above
19 May 2025
As above.
19 May 2025
Receptionist was consistently very helpful however don't understand and not happy with the diagnostic charge of £216.00 made twice, second time just to identify a fuse was missing which I told you about a number of times. Spoilt it!
19 May 2025
See email to CEO
18 May 2025
Good service.
18 May 2025
Did all they could to help me and sort my car out
17 May 2025
Good communication, quick turn around
17 May 2025
Very professional
17 May 2025
Clear comms
16 May 2025
Good service.
14 May 2025
No issues
13 May 2025
Treated well, good service
13 May 2025
Good
12 May 2025
Polite and helpful made it very pleasant and a pleasure to use your service
11 May 2025
Again, excellent customer service and easy to do business with.
10 May 2025
Great service rep
09 May 2025
Brilliant
09 May 2025
The service was carried out swiftly and I was kept in touch
09 May 2025
My car was sorted out ,I was kept informed as to what was happening and it arrived back earlier than I expected
09 May 2025
The staff looked very well, kept me informed and provided the first class service.
09 May 2025
There were some delays obtaining parts. I had a repair slot cancelled at 12 hours notice, and then was sent away in a loan car (after waiting for 4 hours) when other parts were not available.
08 May 2025
Friendly atmosphere, and very professional
07 May 2025
Work hasn't fixed the problem as I was told it would, tried to charge me even though I have 2 year warranty, told me my car had been washed and hoovered when it hadn't. A very disappointing amd extremely poor experience
06 May 2025
As above
05 May 2025
Made me feel at ease.
05 May 2025
Primarily due to above. Kept me informed of work which would need doing and contacted me when my car was ready, as I had requested.
04 May 2025
My old E82 has been given a new lease of life thanks to the work done by Lookers. Its performance so far has exceeded expectations. Thanks very much.
04 May 2025
Same reasons as above. Everything thoroughly explained and efficient.
04 May 2025
the service team were all very obliging
03 May 2025
Great customer care.
01 May 2025
Was told the car would be in the workshop Tuesday 22nd but didnt get seen until 24th. I was unable to use the car in this period. Poor service.
20 July 2025
No delays, smooth process