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5.0SERVICE
4.0Our 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.
340 ratings and 194 comments received in the last 90 days.
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
Got me in to my dream car, need I say more.
08 May 2025
Mark Graham made the whole process smooth and provided regular updates.
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
26 April 2025
The sales staff were first class, they went through all our options carefully and clearly and also gave a full explanation on any issues that we were unsure about.
22 April 2025
Fixed problems and showed care and compassion
08 April 2025
Shannon Amos looked after us immpeccably and was patient , informative and supportive throughout the process.
06 April 2025
Jack went the extra mile
06 April 2025
It was personalised and Jack Bourne was extremely attentive and helpful
03 April 2025
Kept up to date, car arrived as specified on time.
03 April 2025
Great service
03 April 2025
As returning customers we were once again looked after fantastically well by Jack Bourne. His knowledge & explanation of the vehicles & options is first class, keeping us updated throughout. He is a pleasure to deal with & a credit to the company.
01 April 2025
Jack and the team at Lookers Stoke were great.
30 March 2025
Dealer kept us informed on the progress of our order only downside was the dealer told us we couldn't have the special paint colour we wanted zakir orange, then a new facelift model was comming so couldn't have the outgoing model either
25 March 2025
Refreshing change to not have pressure and for the salesman to listen to our needs
25 March 2025
Very efficient service through out.
25 March 2025
Kept updated, fabulous service from Jack Bourne
23 March 2025
Very satisfied always a great service which is why we keep returning
20 March 2025
Sales representative provided excellent service
20 March 2025
Finance problems quickly resolved
18 March 2025
Jack was excellent, got me a great deal and very helpful
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
Good. On time. Courteous
02 June 2025
Olivia
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
Fabulous service and feels like I've known the staff for ages - very amenable
01 June 2025
Always happy with service at BMW
01 June 2025
See above.
31 May 2025
For all the reasons in previous question
30 May 2025
The advisor Olivis Barlow is very accommodating and approachable. She is a nice person and helpful.
30 May 2025
Great customer service helpful o& informative competitive price
29 May 2025
Full problem with front tyres not given and cuts in sidewalls made worse.
28 May 2025
Because when the service has been done it feels good to drive,
28 May 2025
Went over and above for us
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
Very satisfied, good service friendly efficient staff
24 May 2025
Was really good service from Aimee. I was quoted £218 just to diagnose an issue which is a bit excessive though
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
See email to CEO
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
As above.
18 May 2025
Did all they could to help me and sort my car out
18 May 2025
Good service.
17 May 2025
Very professional
17 May 2025
Clear comms
16 May 2025
Good service.
14 May 2025
No issues
13 May 2025
Good
13 May 2025
Treated well, good service
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
The staff looked very well, kept me informed and provided the first class service.
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
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
the service team were all very obliging
04 May 2025
Same reasons as above. Everything thoroughly explained and efficient.
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.
27 April 2025
I would have given 5* but for the fact that the front passenger seat was pushed as far forward as it could possibly go and the seat back was pushed down to a 45 degree angle to the seat. Lack of attention to detail.
26 April 2025
When my car is due for a service I am contacted by the team a booked in for a date and time to suit me the car is valeted Beloit is returned to me
26 April 2025
Very satisfied
25 April 2025
See above
23 April 2025
Because you deserve it
23 April 2025
Looked after well
21 April 2025
Excellent service start to finish, Nick and Aaron were brilliant!!
21 April 2025
Seamless process car returned spick & span
21 April 2025
All work completed to a good standard and the price was fair.
21 April 2025
Great service.
21 April 2025
Got my car back when ask for it to be ready for, then had to book it back in for the map update. On not been ready, I was happy to pick it up the next day.
20 April 2025
Great team to deal with.
20 April 2025
Very pleased no issues
20 April 2025
Dealing with issue and first time at the dealership
19 April 2025
Good service friendly and quick if booked in
18 April 2025
Can't fault service and courtesy given.
17 April 2025
Service advisor absolutely spot on, sorry I can remember the gentleman's name, extremely professional and helpful
16 April 2025
Customer service
16 April 2025
Service was superb. Staff was very nice.
16 April 2025
Work was done completely within the time frame stated, although car was not clean as stated
16 April 2025
Very helpful assistant
16 April 2025
Messaged me at 1pm to say car ready for collection and when I arrived at 3.30pm it was not ready then they drove my car over a nail in their yard
15 April 2025
Always get a great service here (we have 2 BMW's and a Mini in the household)
15 April 2025
There was a problem resetting the service indicator but this was explained to me
15 April 2025
A main BMW dealership where I have bought my last 3 BMWs and my latest X3. Staff and technicians age first class.
15 April 2025
Very satisfied
15 April 2025
From dropping the car off to collecting the car it was dealt with professionally
15 April 2025
The staff are greatly helpful and supportive of your needs.
13 April 2025
The service team arranged the recall and courtesy car and gave me ample time to collect and deliver it back.
12 April 2025
Staff are very helpful and are happy to help any anything. My car was serviced to high standards and cleaned throughly.
12 April 2025
Friendly and warming service
12 April 2025
Happy with the final outcome but I had to chase and that's not acceptable
11 April 2025
The issues were resolved within days and at my convenience. Aaron drove to me to collect my car and gave me a courtesy car on return. He was very keen to get my car fixed and back to me asap.
10 April 2025
Booked for MOT at 8.00am.(Agreed to wait for result). Told 9.50 had failed. Needed 1 tyre (in stock) and wiper blades (not in stock). Rebooked for 8.00am (Again waiting for result) Told tyre fitter did not start until 8.30!. Told passed at 9.50
10 April 2025
Same reasons as above. One car a good job was preformed took a little longer than expected but I did have the wash and safety check. Issues with my other car no safety check video and the dash cams were left unplugged which I was not happy about.
10 April 2025
Job was done a a quick as it could be. Just a couple of issues when we got the car back. Sports display doesn't work anymore and you now have to turn start/stop off everytime, where as before it stayed off all the time.
10 April 2025
Got a free wash al done quicker than I expected
09 April 2025
After using the stafford branch I was disappointed as they never returned calls and booking in vehicle recall wasn't easy. Everyone at Stoke on treat Lookers were brilliant, easy to book appointment- professional and would definitely use again.
09 April 2025
Friendly people Very impressed with the performance of my car after the service , braking improved and the acceleration greatly improved ??
08 April 2025
easy to deal with helpfull a overall good experience
08 April 2025
Very friendly, helpful and knowledgeable staff.
08 April 2025
Because I received great service
07 April 2025
Nobodies perfect, but you're as close as you can be.
07 April 2025
Courtesy car very dirty
07 April 2025
Some of the members of staff in the showroom were most helpful.
06 April 2025
Great service from the staff, but when I went to the car the complimentary wash and hoover hadn't been completed so I had to wait another 45 minutes to take the car. A minor issue I know, but if you offer something you should ensure it's carried out.
06 April 2025
Certain service staff lacking positive helpful attitude.
06 April 2025
Called 3 times before I had a call back and the when my car was ready I fetched it the next day and had to sit and wait 3 minutes for him to summarise and type the report onto the computer.
06 April 2025
I was able to work from BMW, kept updated and looked after whilst my car was in with SERVICE.
06 April 2025
Advised on extra work required and fitted me in swiftly to resolve.
05 April 2025
See above
05 April 2025
From start to finish's i was kept informed by Steve
05 April 2025
Service is always second to none!
03 April 2025
The service staff were helpful and friendly and made me feel welcomed.
02 April 2025
I was treated well and job sorted in very good time
02 April 2025
Very helpful
02 April 2025
Very good service, staff really helpful, nothing to much trouble.
01 April 2025
Great service
31 March 2025
Katy looked after us well
31 March 2025
Very helpful nothing to much trouble
30 March 2025
Friendly knowledgeable and professional staff
30 March 2025
Very satisfied & the new vehicle condition video was very informative
29 March 2025
Vehicle was on time as promised
29 March 2025
What is required is done
29 March 2025
Everything was done timely and the wait was quick.
28 March 2025
Good service
28 March 2025
Representative was friendly and proffesional
28 March 2025
Good customer service at the front desk and kept me updated about the service so completely satisfied. Thank you
27 March 2025
Late completion
27 March 2025
Excellent and professional
26 March 2025
Service was amazing, wasn't told at the beginning about the difference of pay towards my service plan
26 March 2025
I was seen on time , dealt with efficiently and politely. The work was completed on time as promised and the environment is very clean and nice
26 March 2025
Job was done quickly and gave a good service chekc
26 March 2025
All OK
25 March 2025
Great service customer is number one
25 March 2025
Did the job but typical wash and vac promised was not available unless waited an hour
25 March 2025
Couldn't be any better
24 March 2025
Very great customer services
24 March 2025
Customer service excellent
24 March 2025
Friendly staff, quick and efficient service.
24 March 2025
Service completed but light still on the dash once I left
24 March 2025
I now have to return the car and use a taxi (your expense) to get home and then use the taxi to collect the car when it's fixed. I actually work full time and this is extremely inconvenient!
24 March 2025
The work was carried out quickly and to a high standard.
24 March 2025
Cost is too high
23 March 2025
There is a problem with the car which has been sorted the time of bringing it back but the same problem seems unable to be resolved I find this strange
23 March 2025
The jobs I asked to be done was not done.
22 March 2025
No problems highlighted. Phone call to say car was ready to collect. Staff always courteous.
22 March 2025
Courtesy vehicle was absolutely filthy from inside and outside. Can't believe I was given it. Only reason I took it was because I was in a rush
22 March 2025
Professional Courteous
22 March 2025
Aimee was extremely helpful and Very polite. The valeting company who carried out the complimentary car wash was extremely poor. It took me 2 hours to put it right on my return home. E-mail sent to Lookers with photos attached.
22 March 2025
Up front with all the expected costs and have never come back to say it would be more.
22 March 2025
Waited 2 months for recall to be completed. No car available to use. Engine light came on after 1 day. Told these are old faults but was not told of them when i picked car up. I was told my car was fine after health check. Never go back again!!!!
21 March 2025
As above.Katherine who I dealt with looked after me perfectly
20 March 2025
Job done quickly and no problems
20 March 2025
Faultless as always
19 March 2025
Well recommended
19 March 2025
Very professional
18 March 2025
The customer service lady Aimee Welch who looked after booking my BMW in for the EGC replacement was excellent arranging taxis for me to get home and also getting back to Lookers when my car was ready to collect and was really friendly and polite.
17 March 2025
Easy and problem free booking and check in. Service with a smile.
17 March 2025
As always top service and help from the team at Looker's Stoke-on-Trent.
17 March 2025
Managed to get my car booked in and sorted at short notice.
17 March 2025
You keep getting my prefix wrong! I am Ms. Not Mr.
16 March 2025
Great friendly service.
15 March 2025
Quick and easy. Serviced whilst waiting in a comfortable area.
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.