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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.
384 ratings and 193 comments received in the last 90 days.
05 September 2024
Very satisfied, from start to finish I was updated by Tom over email and phone from when the car was ordered to when it was due to arrive and also from taking the delivery of my car.
05 September 2024
The sales process and delivery of our vehicles were first class.
04 September 2024
I was very satisfied whith my experience purchasing my new car at Lookers Stoke on Trent. I was looked after by Jack Bourne from my initial enquiry right through to vehicle collection/handover. He was extremely helpful and did an excellent job.
30 August 2024
The purchase process was made so simple by Shannon and as a first time car buyer, the whole process was less daunting. The delivery/collection process was smooth and helped me to rearrange the collection day due to difficult circumstances.
28 August 2024
My sales advisor Jack Bourne was brilliant any problems always rectified
23 August 2024
Great service completely satisfied with the service and the car delivery was amazing.
16 August 2024
Very helpful throughout the purchase experience
15 August 2024
Jack again was just fantastic. Couldn't have asked for a better sales consultant.
05 August 2024
Very good Had a nice sign by the car And the car was covered up Ready for the revel
02 August 2024
Superb service throughout, from our initial enquiry to collect and subsequent aftercare, Tom Herus from Lookers Stoke-on-Trent has been superb. Thanks Tom.
31 July 2024
Shannon was professional throughout the purchase of our new Z4
30 July 2024
shannon was superb throughout, the only reason I decided to purchase a new BMW
30 July 2024
shannon and James looked after us
28 July 2024
Shannon always goes above and beyond for us, keeping us informed at every point of the process.
26 July 2024
All of the staff were very helpful looking after myself and my wife extremely well.
24 July 2024
Each time I have went down to Stoke BMW from Glasgow, there was always a car waiting to collect me from the train station and take me directly to the showroom. Also I was not rushed to make any decisions on the spot. Everything was smoothly done.
16 July 2024
Quick delivery and kept informed of progress
07 July 2024
Mark Graham pays meticulous attention to detail and ensures that the buying process is easy and relaxed.
03 July 2024
No complaints, a quick and easy process explained very well.
02 July 2024
One happy customer ??
30 June 2024
Great experience and would recommend Lookers BMW to friends and family.
30 June 2024
Tom was a trainee but knowledgeable about every aspect of the sale
28 June 2024
Mark Graham was very knowledgeable about the product and helped us to chose the right car for us.
25 June 2024
Buying the car was a simple process. Payment was methodical and concise. All of the staff were very helpful.
08 September 2024
They performed the replacement and provided a summary of some items that would need reviewing.
07 September 2024
Kate was brilliant making up for previous experience with Stoke BMW
07 September 2024
Ease of booking and excellent customer service
06 September 2024
Friendly honest service. Really attentive
05 September 2024
Short notice MOT booked in and completed within the week.
04 September 2024
Everything went to plan and timing perfect
04 September 2024
Took my vehicle into BMW for a recall had a parts availability issue but got a loan vehicle until the repair was completed so very happy to be kept mobile great service.
04 September 2024
When I collected my car steve looked after myself so well I was very impressed .I was that impressed I bought a new car that same day !!
03 September 2024
Booking the work and mot was easy, and service desk staff were friendly and helpful. But damage to car lets it down.
03 September 2024
Staff were very good. However, following the EGR recall work, the coolant level was incorrect - too high. Previously, the level was correct
02 September 2024
Software upgrade went well. Hopefully the next software upgrade will install itself in my car, which it hasn't done since new!
02 September 2024
Professional /pleasant staff
02 September 2024
Didn't have a problem with dropping my car off or picking it up.
01 September 2024
all smooth, efficient, non-stressful. Appreciated the drinks/newspapers/TV
01 September 2024
I am very satisfied, but I'm still having issues with a chemical smell from my air conditioning, which a wash-out did not correct. Will make another visit to have it checked out more in depth in September.
30 August 2024
Great experience and I got a video of the results. My Carr was beautifully cleaned as well
29 August 2024
Vehicle as described, hand over process efficient in a timely manner.
27 August 2024
Swift and professional experience
27 August 2024
The summer check was completed on timr
27 August 2024
Very helpful
26 August 2024
Always good
26 August 2024
My requests have been dealt with promptly and efficiently on every visit.
25 August 2024
Start to finish professional
25 August 2024
Nothing could have gone better
25 August 2024
Satisfied with everything concerning my car
25 August 2024
Kept up to date with recall
24 August 2024
Very satisfied excellent customer service
24 August 2024
Done what was expected and on time
24 August 2024
Matthew gets top marks for the way he dealt with us. He made the process very straightforward and understood our requirements fully. He's very engaging and has a friendly manner which made the visit very easy and relaxed.
23 August 2024
No waiting at book in listened to the problem got it booked in at a convenient time
22 August 2024
They were great but I think a service may no longer be on my iDrive. Need to check the paperwork
21 August 2024
A great customer service experience
21 August 2024
Good comms and better online service , much improved
21 August 2024
All work carried out to high standard.
21 August 2024
Timely and thorough with good knowledge of any problems at the desk.
20 August 2024
All round great experience.
20 August 2024
Very satisfied, see answers given on question 1 ??
20 August 2024
I was kept informed by Sean and the work was completed on time
20 August 2024
The jobs on my car were carried out professionally
19 August 2024
Excellent service
19 August 2024
Prompt and courteous service.
19 August 2024
Everything checked and ready to go..
19 August 2024
No issues clear documentation provided and link to service - happy
19 August 2024
Engine oil service was done, excellent service but when I mentioned the egr cooler recall which I've had letter from BMW they said we will check it but it won't be replaced as my car is a 530d and it doesn't affect these cars !!!!!
19 August 2024
I receivedthe attention and information I required to satisfy any queries that I may have had before my arrival
19 August 2024
No fuss involved
18 August 2024
Everything carried out in super quick time
17 August 2024
More professional this time
16 August 2024
Very good service I had a recall so I put my bike on the roof rack , to leave the car there and the lovely staff helped me put the bike back on the roof rack when I picked the car up ??
15 August 2024
Customer service was spot on which is very refreshing after using two previous dealerships. I was dealt with in a professional manner, listened to, and was given regular feedback. Costs are very high but that is the nature of a main dealer.
15 August 2024
Everything done on time and quickly
14 August 2024
Service completed when said. Phone call to say time to collect. Invoice clearly explained.
13 August 2024
Jordan knew all about the history of my vehicle, and was able to answer some very obscure questions
13 August 2024
Didn't keep me waiting too long and car received a lovely spruce up. Very nice touch.
12 August 2024
I have not been let down yet
12 August 2024
Great service, kind staff, quicker than anticipated finish time
11 August 2024
Excellent service
11 August 2024
Everything needed doing was done plus the car was cleaned
11 August 2024
Very quick and thorough work however some clips were missing on my undertray that were not picked up or mentioned.
11 August 2024
Please see above
11 August 2024
Great service and fast repair.
10 August 2024
Repairs to the bodywork very impressive. Paint missing on the outer rim of park sensor. This has been caused by removing and refitting. Technicians failed to notice. Need to take car back to have it fixed.
10 August 2024
Great service and left satisfied
10 August 2024
Staff were great. Got an appointment quickly. Hire vehicle available. Very happy.
10 August 2024
Clean and freshness was an added bonus
09 August 2024
Did the job in the time they said
09 August 2024
good service
09 August 2024
As above.
09 August 2024
They kept in touch with me and accommodated my needs
09 August 2024
Everything sorted as needed, great updates/communication, a much appreciated mini-valet, and an excellent and informative health-check video
08 August 2024
Work carried out as agreed in a timely manner and courtesy car provided.
07 August 2024
All as expected
07 August 2024
Satisfied
07 August 2024
Done the job it went in with
07 August 2024
I didn't have a service, my car developed a small fault. Which was fixed very quickly and satisfactorily. Im completely happy with everything.
07 August 2024
They were very helpful and did all they could and answer my every question professionally.
06 August 2024
Good communications with service competed within specified timescales.
05 August 2024
I got exactly what I wanted done, with no hassle or stress and was kept updated at all times.
05 August 2024
My car was not serviced as planned due to waiting for oil to arrive!!! A delay like this was unexpected and unacceptable
05 August 2024
Could not fault the service at all
03 August 2024
Had no issues.
02 August 2024
Delay in receiving my payment link
02 August 2024
The front desk service was professional
01 August 2024
Nothing to be dissatisfied about
01 August 2024
You car mechanics pulled all the stops to fix our car
01 August 2024
Sean was friendly attentive to my concerns and helpful
01 August 2024
The service was amazing however because of coming up to do two birds with one stone it left a bad feeling about it all
31 July 2024
Looked after my vehicle, looked after me.No complaints
31 July 2024
All work carried out and explained to me. A part was requested for a small outstanding job.
31 July 2024
Two jobs completed
30 July 2024
Very efficient check in and recall done quickly. Excellent customer service provided and even provided a taxi at your cost. Also checkout easy too.
29 July 2024
Able to add on last minute servicing, all completed same day, good service and communication
27 July 2024
Vehicle returned on time
27 July 2024
Good communication and service
27 July 2024
No fuss just professional
26 July 2024
My car was booked in for an MOT and as I was waiting with it was ready in a couple of hours. You also have a very comfortable area to wait in.
24 July 2024
Excellent as always.
24 July 2024
Really satisfied with the communication of staff and very polite and well presented building and staff
23 July 2024
Very efficient
23 July 2024
Smooth repair
22 July 2024
The staff were friendly but I thought 4 days to do the job was excessive.
21 July 2024
Easy process to service my vehicle, priced as expected, professional and helpful staff.
21 July 2024
The staff were amazing and the whole experience was easy and no hassle.
21 July 2024
Very comfortable place to wait and a good coffee to pass time away
21 July 2024
Happy with the service. You need to keep on top of the cleaning of your courtesy cars the only fault was the courtesy car was filthy dirty. I hoovered the car when I got home. Informed there was a back log with cleaning.
20 July 2024
Because I have no complaints what so ever
20 July 2024
Because the service was good
20 July 2024
Very good .was asked first goog communication email text ect
20 July 2024
Lookers were really helpful - and the service was good.
18 July 2024
Steve on service reception very efficient and friendly
18 July 2024
Overall very good service
18 July 2024
No issues.
17 July 2024
Complementary vac and clean, no rental charge and excellent vehicle to use.
17 July 2024
Just because of the valeters
16 July 2024
Very Good but pricey
16 July 2024
As above
15 July 2024
Couldn't do enough,always go the extra mile
15 July 2024
No hitches, no problems
15 July 2024
Still waiting for my updated MOT certificate
15 July 2024
Polite and friendly
15 July 2024
I am very satisfied with the service but not the price looking else where it's much cheaper
14 July 2024
Kate Finney looked after me. She was superb and went above and beyond to ensure I felt valued.
14 July 2024
Repair carried out fast and efficiently.
14 July 2024
Steve was an excellent communicator and very personable. A real credit to your service department.
12 July 2024
Excellent repair.... Communication needs improvement
11 July 2024
They kept me well informed of progress, and made the process very easy. They explained things well and overall I'd highly recommend them.
10 July 2024
Great communication and excellent service.
10 July 2024
I was treated very well by the member of staff booking my service in and out and kept well informed by the person servicing the car.
10 July 2024
The staff was very friendly and helpful. Stev acknowledged my concern and got out of the way to get the parts from Birmingham and got the problem fixed quickly and that avoided me cancelling my important engagements. I am really grateful for that.
09 July 2024
Staff are very welcoming and courteous. Spacious facility, very relaxed and clean.
09 July 2024
Steven Cooper in service is fantastic, very helpful chap.
09 July 2024
Very polite and courteous, they kept us fully informed as to the progress and the work was carried out in the time frame we requested.
09 July 2024
Always professional and feel well looked after at stoke
09 July 2024
Fantastic service
08 July 2024
Very satisfied
07 July 2024
The video sent to me was very good.
06 July 2024
Very easy to deal eith
04 July 2024
The gentleman I deal with (Shaun maybe?) is was excellent and helped me download the app which saved me money!
03 July 2024
Everything dealt with and also cleaned my car before pick up
02 July 2024
Professional staff
02 July 2024
MoT was carried out at the time arranged and minor repair completed.
02 July 2024
Such an efficient service. No trouble for any of the staff
02 July 2024
I struggle to have time on my schedule and the staff all around were easy to work with, polite and efficient which made my life easier with what time I have, whilst doing a good job with my car.
01 July 2024
Great customer service Friendly atmosphere Always look to help and solve any queries
01 July 2024
Very satisfied thank you.
30 June 2024
Excellant
30 June 2024
Great service couldn't ask for anything better
29 June 2024
Brilliant service
29 June 2024
All staff professional and friendly. Particularly grateful to the person who valeted my car they found two items that I thought had been lost.They also made an excellent job. Please pass on my thanks.
29 June 2024
Very smooth. Good communication.
29 June 2024
Did what they said they'd do very efficiently
27 June 2024
Best car buying experience I've ever had.
24 June 2024
Great
22 June 2024
Satisfied
22 June 2024
BMW have never let us down in all the year's we have been going.
21 June 2024
The video was really helpful. Car service was quick and written info thorough.
20 June 2024
.
20 June 2024
All the work was done
18 June 2024
Faultless
17 June 2024
Very good, i rarely give 5 starts
17 June 2024
Easy to book in , clean & impressive environment with great facilities & friendly attentive staff
16 June 2024
Not all issues raised were fully rectified. The work on the recall was fully completed.
16 June 2024
My repair was completed very quickly and I was kept up to date on the progress.
16 June 2024
Very satisfied for looking after my car and me and the wife.
14 June 2024
Extremely high quality service. The efforts of the service advisor, I believe named Kate, was especially appreciated as she did everything possible to net me back on the road in good time.
14 June 2024
Very satisfied
13 June 2024
Kate was great. She really helped us in a moment where we had broken down on the way to holiday with 2 young childre, she helped us source a hire car and much more efficiently than if we had done so alone. Very friendly, personable and knowledgeable.
13 June 2024
Very efficient, friendly, personal and professional
06 September 2024
Jack Bourne was highly professional and answered all questions