About Your Local BMW Retailer | Lookers Stoke-on-Trent

0330 108 7595

OUR CUSTOMER REVIEWS

SALES

5.0

SERVICE

4.5

Our 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.

New car sales
Service

234 ratings and 125 comments received in the last 90 days.

06 September 2025

It was great. I was offered drinks and made to feel comfortable

05 September 2025

Tom explained everything. Nothing was too much trouble very obliging

05 September 2025

was treated with much care, everything was smooth snd swift. very efficient

04 September 2025

Our March 2025 order was delivered in June 2025, but alas, the new car omitted one very essential accessory, The Automatic Tail Gate was missing, apparently due to an administration error, afterwards, we dealt with Callum and no more holdups.

04 September 2025

Again Callum and James offered excellent customer service and made sure we were looked after throughout the purchase, without us feeling like we were being harassed - which has happened in previous sales from other garages.

04 September 2025

As above, brilliant sales guy who has kept me informed along with way. I was made to feel very special on the day of collection with a personal card and gift, loved the reveal.

19 August 2025

Excellent service

09 August 2025

Made really welcome just a great experience from the staff!

06 August 2025

Good staff, Jordan was excellent

31 July 2025

Felt looked after by Shannon the new car rep

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20 July 2025

No delays, smooth process

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

07 September 2025

Good

07 September 2025

Completely satisfied

06 September 2025

The issue wasn't fully fixed, the care has to come back again

02 September 2025

Someone you half managed to vacuum the car inside yet failed to wash it outside??

02 September 2025

Well organised and car serviced promptly

01 September 2025

Was hoping another issue could have been sorted at the same time but an hours labour was a lot to investigate

31 August 2025

Kept me updated all the time my car was there

31 August 2025

Everyone is fantastic, they accommodated me waiting for my vehicle.

31 August 2025

Service experience felt very mediocre for a premium brand.

31 August 2025

The advise we were provided with was incorrect based on what the technician told the advisor.

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29 August 2025

50/50. The staff member checking in was amazing. However that was where it ended.

27 August 2025

Staff have good communication skills and everything done on schedule

27 August 2025

Full communication given

27 August 2025

Easy booking, prompt service, all elements well organised.

25 August 2025

The problem is fixed

24 August 2025

MOT took a bit longer than they said approx 3 hours.

22 August 2025

Friendly service advisor MOT completed on time Coffee available

22 August 2025

Competent

21 August 2025

Absolutely delighted. Sophia in service reception went out of her way to assist me with a punctured and damaged wheel repair. ALL the staff I encountered were really friendly and helpful. The technician excellent, service manager was outstanding.

20 August 2025

Because the I was able to book online, and was done quickly and was happy with the work

19 August 2025

Complete confidence in accuracy of assessment and correct work done

19 August 2025

just completely professional in all aspects

18 August 2025

Service was fabulous again Olivia was amazing

18 August 2025

Enjoy coming here and it's handy as I work next door

17 August 2025

Nothing to fault

17 August 2025

Excellent service

14 August 2025

I have found the personnel at Stoke great but I don't like the impersonal booking system. Nothing against the Geordie I spoke to but you might as well have gone the whole hog and replaced her with AI too. Perhaps you had?

14 August 2025

No issues faced at all

13 August 2025

Efficient and comprehensive Service.

11 August 2025

Your service team did not understand the problem and I felt like I was being treated as a fool when they said all was fine but there was a button I should press! Finally got through to them telling that Tom in sales was aware of this issue by others

11 August 2025

The team were brilliant

11 August 2025

Again, the service staff, especially Aimee are solid. The pricing of servicing I feel can be unreasonably high for some things and for that I would expect exceptional service and attention to detail which isn't always forthcoming.

10 August 2025

Very helpful staff but problem has yet to be resolved.

05 August 2025

Aimee was very helpful and did very well to resolve the booking error 10/10

04 August 2025

See above

03 August 2025

Sofia was very pleasant, polite and kept me up-to-date throughout the service, she understood my time constraints and assured me and delivered my vehicle on time, when I requested it. She seemed to value me as a customer and I felt appreciated.

03 August 2025

No issues with anything.

02 August 2025

Fast and efficient Service

31 July 2025

As above, I was entirely satisfied with the service.

31 July 2025

Helpful

30 July 2025

Friendly staff and vehicle repaired whilst I waited and refreshments provided

30 July 2025

Job done quick and successfully.

29 July 2025

Very satisfied, great service, great staff , one in particular was a lady that helped me with a great price on two new tyres too , I think she was a manager but not sure , if she wasn't she should be

29 July 2025

Completed entirely to my satisfaction

28 July 2025

As above

26 July 2025

Fixed fault in timely manner

26 July 2025

Solved my problem and arranged time for repair

25 July 2025

Nice people to deal with

25 July 2025

The young lady who dealt with me was very friendly and helpful.

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

Very well looked after, service advisor had great knowledge of the BMW range.

21 July 2025

Everything done to a high standard

21 July 2025

The service was quick and easy.

20 July 2025

Well what a lovely lad Jordan was. Very polite and helpful. Went above and beyond. Excellent.

20 July 2025

Got the recall work done in a day

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 comment

17 July 2025

See above

16 July 2025

Service person I dealt with was brilliant, no complaints there. The actual work itself is questionable.

15 July 2025

As above

15 July 2025

Very particular and very thorough

12 July 2025

Thanks

12 July 2025

Staff was not very helpful

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

Everything went as planned

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

Good service, Good review, all god goes back.on on.momday for a diagnostic check on thevcalers on the boot

01 July 2025

No personable qualities at the service desk, no please or thank you etc

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

The staff deserve it.

22 June 2025

Would have been 5 stars only did not receive the vehicle inspection report until the following day.

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.

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

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

Staff very helpful

17 June 2025

Car was fixed, in a timely manner, reasonable price, excellent service

17 June 2025

Everything completed as expected

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

There was a delay in the washing of the vehicle.

14 June 2025

All sorted

14 June 2025

Could not have been better

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.

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