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

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

179 ratings and 131 comments received in the last 90 days.

30 May 2026

All aspects of the sales and delivery process were extremely well handled and managed by my contact at Lookers.

29 May 2026

Promised many call backs, never received them. Total lack of communication. Paid cash for brand new X3 M50 , and key card was missing. A new one was ordered for me. Heard nothing after two weeks. Had to chase it up myself.

23 May 2026

Mark is an excellent sales professional. Very consultative and straightforward

20 May 2026

A very pleasant and smooth process and your salesman Thomas Herus was very helpful. I love the car and will definitely deal with your company again. Thank you.

18 May 2026

Very easy process Shannon was very helpful and knowledgeable

17 May 2026

Excellent service from Shannon, and a really nice atmosphere at the dealership. Everyone was friendly and welcoming, always checking to see if I needed anything.

16 May 2026

Pleasant staff, given advice and guidance re the most suitable car for my needs but with no pressure. Extremely helpful when I picked up the car when I had problems getting through to my insurance company.

15 May 2026

Kerry, Jack & Tom were excellent in supporting my needs and offering suitable options.

07 May 2026

Brilliant service from all the sales team involved.

05 May 2026

Very positive experience in comparison to the last time I visited the site, I felt like Mark went out of his way to ensure this. The whole process from start to finish was very quick, plenty of communication throughout and very happy with the vehicle

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05 May 2026

My 7th BMW purchased from this dealership and on each occasion the purchase & delivery processes have been spot on

03 May 2026

Overall the service was outstanding from start to finish. Very quick and easy.

26 April 2026

Staff were pleasant and helpful made us feel comfortable

21 April 2026

Thomas, was very knowledgable and helped use navagate the new features of this more complicated EV. We are experienced EV drivers and were looking for a good new car to follow our first car.

20 April 2026

Really with the car.

17 April 2026

Mark was extremely helpful, the sales process was very smooth, no issues at all.

17 April 2026

Really easy sale, great help. Best sales experience I've had. Thank you very much Jordan Swindells.

16 April 2026

Completely satisfied

13 April 2026

Tom did a great job in agreeing a deal for the car and also dealing with various issues outside of his control.

12 April 2026

We are always made to feel welcome in BMW Stoke, and Jack Bourne and his team go out of their way to make us feel valued as customers, which is why we travel there to buy. Excellent customer service.

03 April 2026

Jordan was exceptionally accommodating and ensure the process ran smoothly and efficiently. He was able to answer all questions and was extremely helpful throughout the service

03 April 2026

From the moment we walked into the showroom to view the X1, all through the process of purchasing it and right up to the moment we drove it away we cannot praise Thomas Herus enough. What a bonus to Lookers he is. Well done Thomas!!

03 April 2026

Great Dealership

02 April 2026

Lease agreement fully explained and benefits of changing vehicle laid out effectively.Vehicle arrived promptly with excellent service throughout the process.

31 March 2026

The salesperson Thomas Herus was knowledgable, professional and organised. A credit to the business and the reason for my score. However, collecting a brand new M3 with half a tank of fuel, cheap keyrings & no 'thank you gift' is really poor.

30 March 2026

Having purchased vehicles from the dealership before and through dealing with Tom Herus the whole process was so easy.

27 March 2026

Great attention from staff and they were very flexible around my very particular wishes.

25 March 2026

Easy to deal with, good communication, fantastic handover by the sales executive, Shannon, who definitely went 'the extra mile'.

24 March 2026

Shannon was superb start to finish

24 March 2026

Fantastic service from start to finish by Jack Bourne

24 March 2026

Shannon was brilliant from start to finish. So efficient and couldn't ask for more from her. Thank you!

15 March 2026

First class service from Shannon in the new car sales team. She is an absolute asset to the BMW brand, being very knowledeable about the vehicles, a first class communicator but more important she is totally customer service focused.

14 March 2026

Friendly and efficient service from Mark from start to finish.

13 March 2026

Once I knew I would have to order a car from BMW the experience was very easy. The car arrived earlier than expected and matched my expectations. The sales guy was happy to answer my questions but not overly pushy.

11 March 2026

This was my second new car from Lookers, I have been more than happy with the sales department. Jordan, Jack and James are so helpful, they couldn't do enough for us. We will be going back in the near future no doubt for more exciting BMW vehicles .

11 March 2026

The communication from start to finish by Thomas was amazing

10 March 2026

Good prompt responses and service

09 March 2026

Tom Herus went above and beyond to make sure we were completely happy with our new car.

08 March 2026

Excellent efficient service from Shannon Amos

31 May 2026

Great service

30 May 2026

only reason i dropped a star was due to my car not being cleaned (outside or inside) when collected.

29 May 2026

Excellent service the young lady Sofia very pleasant and answered all queries and also arranged for my hire car to be collected hence Excellent.

28 May 2026

Great service

27 May 2026

Efficient service Pleasant staff Good facilities

24 May 2026

Great communication & work completed ahead of schedule

24 May 2026

Zoe as always was polite, helpful and a genuine ambassador for your company

24 May 2026

Easy to book in. Friendly staff and nice waiting area in which i could continue to work via my laptop

24 May 2026

Excellent customer service as always. Professional and polite members of the team, Sofia was very helpful and kept me informed all through the visit.

23 May 2026

The recall job was carried out satisfactorily and completed in a short time. The complimentary car was never happened as it was still dirty and was never touched. Otherwise very happy.

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23 May 2026

Customer services at the service desk were very helpful. I was kept updated during the day on time the vehicle was taken in and what time I could collect.

21 May 2026

Prompt and courteous response

21 May 2026

Took all day to complete service. Prohibitive cost of courtesy vehicle.

20 May 2026

Timely appointment

20 May 2026

I was quoted £150 to investigate the fault with my roof. No call until we were on our way to collect the car 5pm ish to say that you had a quick look and would need it in again!! You told me what I knew and charged me for it!! Major GDPR issue too.

20 May 2026

Excellent helpful staff

18 May 2026

I checked my car in onlime, which i did and on the app it was offered an mot at a redued cost so that was added to my service, but they told me it wasn't done as i had not booked in it but why was the offer availabe to me on check in.

18 May 2026

excellent service

16 May 2026

from reception to workshop all good

15 May 2026

Very pleasant to deal with

15 May 2026

Just as always very attentive, always listen to customer needs and a great group of guys ( Steve, Liv, Sophia )

15 May 2026

It was easy simple and the gentleman put me at ease. Sorry forgot his name he was an Asian man.

14 May 2026

Very efficient and reliable repair

13 May 2026

Good customer service.

12 May 2026

Sophia looked after me from start to finish. Very good communication at all stages of the process. There was a system problem with generating my service report but Sophia took the time to rectify the issue and get my report reproduced.

07 May 2026

I had a very frustrating experience regarding the fitting of my front lights. This issue was first raised in December 2025 and remains incomplete 5 months later. I have brought my car in multiple times for repair only to be met with different excuses

07 May 2026

Ease of use. Great quality dealership. Friendly staff.

06 May 2026

I came in for a break pad change Steve the service advisor who was dealing with my car rang me to explain that more work needed to be carried out on my vehicle he was courteous and knowledgeable

06 May 2026

But I don't like customer service

05 May 2026

Quick and easy

04 May 2026

Work completed on time, good communication

03 May 2026

Fraindly services department they answered all my questions

03 May 2026

Excellent service

02 May 2026

Advisor and service first class

02 May 2026

Excellent knowledgeable courteous staff

30 April 2026

Helpful, courteous and I was kept informed of progress

29 April 2026

This the second time the car has needed warranty work where I get £30 taxi fare cost to resolve BMW's issues I should have a loan car. No issue with the service team as they fix the faults the car was delivered with from factory

28 April 2026

Booked in and MOT plus car wash completed in an hour. No even time for another delicious free coffee ??

28 April 2026

Cant fault anything, totally professional

27 April 2026

11/10 ! Really good service at Lookers BMW Stoke. Thanks in particular to Sophia Pinto!

27 April 2026

Easy drop off of car, well advised and kept informed.

27 April 2026

After picking up my car I saw crack on my ac vent but I managed to fix it with I'm not happy cause they not clean the car or wash and not giving me complimentary car which I had lot to do I booked the car like month before to get one

26 April 2026

No problems

23 April 2026

Service experience was very good! I was disappointed to be needing my car to be repaired after only doing 400miles since picking it up! However service team were very helpful and proactive

22 April 2026

Really helped me out be getting the service done quickly. Sofia really went the extra mile to help me

22 April 2026

I dropped off my car at 10:30 and they only started working on it 16:20 after they called me and I questioned the time! I was quoted a price for the service then another price then a third final price!

22 April 2026

All work completed to quoted cost and service staff very efficient.

20 April 2026

Great service

19 April 2026

Excellent communication but giving only 4 star as had to pick up next day due to awaiting parts.

16 April 2026

Great communication and friendliness

16 April 2026

Great service Scheduled an MOT in that I forgot to sort

15 April 2026

very well looked after by the team

14 April 2026

amin was super

13 April 2026

Prompt repair of unscheduled breakdown

12 April 2026

Support from Sofia during unscheduled visit , listened to my issue and kept me informed

12 April 2026

Absolutely brilliant service throughout, claim dealt with without any issues. Fantastic customer service.

08 April 2026

Steve not only gave a great welcome, his technical knowledge was a massive help when understanding urgent vs advisory work. Stafford BMW was my go to, but Stoke BMW has changed that. Thanks Steve.

08 April 2026

Great service

06 April 2026

Very helpful in the service department

05 April 2026

Good service and availability. Pricing on website could be clearer, usually cheaper on website for servicing but when coming in the VAT/labour costs are added. Giving a false sense of economy.

05 April 2026

Everything done to high standard

04 April 2026

Great service, helpful staff and peace of mind

02 April 2026

Everyone was helpful

31 March 2026

My vehicle was in for a servive and diagnostic due to a drive train fault. During booking in i explained that the vehicle was also vibrating under braking.

30 March 2026

Service reception staff very friendly and most helpful.

30 March 2026

Courteous professional service

30 March 2026

My car was seen to earlier than the booking date, very pleased that the problem was identified and fixed swiftly.

30 March 2026

Highly recommended and top customer service thanks Sofia and Steven for sorting my car out in emergency Respect

28 March 2026

Olivia who works in the service department is an asset to BMW and lookers. Excellent customer service

28 March 2026

Sophie was extremely helpful, lovely and welcoming and kept me updated from start to finish aswell as emailed me with her email address ready for when I need to get in touch regarding my service and obtaining a courtesy car and to do so in advance

28 March 2026

Repair was made efficiently, staff were courteous, but the promised vehicle wash never happened, disappointed

25 March 2026

Sophia gave a faultless excellent experience. She explained everything and was very polite and helpful

25 March 2026

Recall, so it's your full responsibility to conduct the service, taxi should be free as the request is not issued by customer

24 March 2026

Brought a m3 competition for £86000 Kept having problems Being fobbed off all the time Service could not solve the problems

23 March 2026

Car service and MOT as arranged + rear brakes Informed progress information and collection time.

22 March 2026

Sofia kept me up to date with progress of the warranty repair and always called back when she was not available

20 March 2026

I have provided this response purely for the service I have revived from Olivia at Lookers. I am awaiting contact from BMW customer service regarding the problem I had with BMW assistance and the lack of response from customer services.

20 March 2026

Dealt with courteously by my service advisor. I did arrange well in advance for a courtesy car and was a little disappointed to find there was very little fuel in the vehicle - a range of 6 miles was just enough to get to nearest petrol station!!

18 March 2026

Could not fault the service I received.

16 March 2026

Great customer service from Sofia, from when we initially visted to make the appointment, all the way through to the welcome and handover on the day. We only had the car MOT'd, but on this occasion it was a positive experience.

15 March 2026

Very satisfied with all concerned

15 March 2026

Clear info from service desk

15 March 2026

They fixed my car!

14 March 2026

Brilliant customer service

14 March 2026

Great service all the time from the staff

11 March 2026

Excellent service

09 March 2026

Highly satisfied we were kept updated on the car

09 March 2026

Experience was as expected, no issues. Heath check video supplied 24 hours later showing up work that was needed. This was not discussed or shared during the visit.

07 March 2026

Booked a service through the app, but we arrived at bmw and they had no record off the booking, but the lady on the service desk was brilliant, she spoke to the guys in the garage and managed to get the car squeezed in.

07 March 2026

All done professionally and efficiently

06 March 2026

Very well communicated, very friendly staff, done what was asked to a high standard, overall could not ask for more

06 March 2026

Olivia was vey helpful

PLEASE DON'T HESITATE TO GET IN TOUCH WITH US

Our contact details

FIND Lookers Stoke-on-Trent BMW

Address

Bede Road, Radial Park, Stoke-on-Trent, ST4 4GU

Opening Hours

Mon–Fri:08:30 - 18:00
Sat:09:00 - 17:00
Sun:11:00 - 15:00

Phone

01782 572 100

Map

Areas served

Stoke-on-Trent as well as surrounding areas including Leek, Uttoxeter, Market Drayton and Ashbourne

View map

Address

Bede Road, Radial Park, Stoke-on-Trent, ST4 4GU

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:08:00 - 13:00
Sun:Closed

Phone

01782 572 100

Map

Areas served

Stoke-on-Trent as well as surrounding areas including Leek, Uttoxeter, Market Drayton and Ashbourne

View map

Address

Bede Road, Radial Park, Stoke-on-Trent, ST4 4GU

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:08:00 - 12:30
Sun:Closed

Phone

01782 572 100

Map

Areas served

Stoke-on-Trent as well as surrounding areas including Leek, Uttoxeter, Market Drayton and Ashbourne

View map

Address

Bede Road, Radial Park, Stoke-on-Trent, ST4 4GU

Opening Hours

Mon–Fri:08:00 - 18:00
Sat:Closed
Sun:Closed

Phone

01785 508016

Map

Areas served

Stoke-on-Trent as well as surrounding areas including Leek, Uttoxeter, Market Drayton and Ashbourne

View map

Address

Bede Road, Radial Park, Stoke on Trent, ST4 4GU

Opening Hours

Mon–Fri:08:30 - 18:00
Sat:09:00 - 17:00
Sun:11:00 - 17:00

Phone

01785 508016

Map

Areas served

Stoke-on-Trent as well as surrounding areas including Leek, Uttoxeter, Market Drayton and Ashbourne

View map