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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.
440 ratings and 222 comments received in the last 90 days.
04 October 2024
Very helpful, attentive, and knowledgeable staff at Lookers. Dan and Izaak were superb and assisted me where necessary.
01 October 2024
Excellent showroom with excellent facilities
29 September 2024
No complaints at all.
29 September 2024
Izaak was excellent
25 September 2024
The team at Lookers Stoke-on-Trent have been fantastic. They certainly have mastered the personal touch.
23 September 2024
Excellent
22 September 2024
Was a great experience highly recommend
20 September 2024
Incredibly helpful found me the perfect spec car
10 September 2024
Up to date details from start to finish of purchase
10 September 2024
Very good experience at bmw centre
06 September 2024
Jack Bourne was highly professional and answered all questions
05 September 2024
The sales process and delivery of our vehicles were first class.
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.
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 and James looked after us
30 July 2024
shannon was superb throughout, the only reason I decided to purchase a new BMW
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.
13 October 2024
Asked for my car back around lunch time and that was the case.
12 October 2024
As above
12 October 2024
Very knowledgeable
12 October 2024
Good people.
12 October 2024
I would have give 5 stars if it wasn't for the booking phone calls and also would be more helpful if you did early drop offs.7.30am would be really helpful.
12 October 2024
My MOT experience felt like I wasn't a valued customer. Checking the car in wasn't a good experience, nearly got overcharged for the MOT, not advised that the complimentary taxi service home not available anymore (they did pay for it in the end).
12 October 2024
Excellent service.
11 October 2024
Update required which I was unaware of
11 October 2024
Good customer contact
10 October 2024
Good customer service, staff very helpful
10 October 2024
I have been served by Sean Bessex. He is a nice guy and good communication.
10 October 2024
Clear and i understood what i was told
08 October 2024
Lovely greeting from the staff couldn't have had a better welcome
08 October 2024
Customer Service was a exceptional nothing was to much trouble.
07 October 2024
Attentive
06 October 2024
Excellent service received.
06 October 2024
Kept informed of what is being done with my car, and then will go through with me what has been done.
06 October 2024
Professional
05 October 2024
Good communication and update in time
05 October 2024
On time no problems
05 October 2024
The service by the individuals at the branch was very good however see other comments.
05 October 2024
Katie was very helpful
04 October 2024
Great staff! Always out to help the customer the best they can ??
04 October 2024
Easy booking system and great communication and customer service throughout
03 October 2024
Satisfied with good service
03 October 2024
Was satisfied with the service on my vehicle, the job was done the same day when I gave the car in and the brake pedal feels a lot better now
03 October 2024
Always a very good experience. Staff are always warm and welcoming. Good, clean facilities.
03 October 2024
Very friendly
30 September 2024
Work done as said in the time said
30 September 2024
Professional & thorough
30 September 2024
Sorted my car sameday
30 September 2024
Friendly and professional. Would have liked them to check and top up Adblu though as my light came on a day or two after the service
29 September 2024
The car was not washed as had been agreed. I didn't notice until I was driving away.
29 September 2024
Good communication issue resolved and car cleaned
29 September 2024
service was done in a timely manner and car was clean inside and out
28 September 2024
Replaced EGR cooler at the same time which was very helpful. Thank you. No fix for Drive Assist Pro problems but looked into issue. Staff helpful and polite, reception always very welcoming.
28 September 2024
They were very obliging
28 September 2024
Efficient service and they kept me updated on the progress of my car
27 September 2024
Very pleased with the service i received from Lookers BMW Stoke on Trent.
26 September 2024
Knowledgeable and helpful staff
25 September 2024
Staff were very helpful and efficient
25 September 2024
All works and customer service very efficiently completed.
25 September 2024
Very good service
25 September 2024
My egr cooler recall Part was on back order and was given a eta time of a week or two, they managed to find me a cooler ahead of time, was very supportive with the needs of a courtesy car and educating me on everything revolving around the procession
24 September 2024
The recall job was done very well but getting follow up information was like pulling teeth, with some of the staff looking down their nose at the customer.
24 September 2024
I recently popped into this dealership to have my tyres done on my F90 M5 and Steve looked after me! The customer service from Steve Cooper in the service department in Lookers in Stoke is just superb! He kept me updated every few minutes on my car a
24 September 2024
prompt booking, courteous and professional
23 September 2024
The service and help were first class.
23 September 2024
I would highly recommend. It makes me want to have a BMW forever now.
22 September 2024
Good service, staff are friendly and helpful.
21 September 2024
Very happy!
21 September 2024
I'm satisfied other than the price.
21 September 2024
Really good
20 September 2024
I was advised at the time of the MOT failure that the ball joint had worn,not broke. Thinking about this since, if it was worn why wasn't it picked up during the service or has it only 'worn' in the last 2 mths on a car that has only done 24000 miles
19 September 2024
Repairs were carried out in the time they said and also picked up on a faulty part that was only fitted 15months ago so are arranging for it to be replaced under warranty
19 September 2024
Kept me informed and fixed the fault
17 September 2024
Very personable
17 September 2024
Sean and then Katherine were both very helpful and sorted the issues promptly keeping me up to date and ensuring all work was carried out in the timescales i needed
17 September 2024
Lookers Stoke-on-Trent is a great place to go and they've always given me a great service.
16 September 2024
Items taken from my car
16 September 2024
My advisor was very polite and helpful. Kept a high level of communication throughout despite it only being a small task.
16 September 2024
I was kept updated throughout
15 September 2024
Very friendly professional knowledgeable staff at the Dealership
15 September 2024
Very good experience
14 September 2024
Dropped off for service and it was ready for the time stated to collect.
14 September 2024
Prompt customer service and kept informed of the status of my car.
14 September 2024
Good no problem
14 September 2024
Prompt and efficient service
11 September 2024
A professional and courteous service
11 September 2024
Thorough
11 September 2024
I was originally told my car would be in for 5-6 hours, but in fact it was essentially 2 days as the lubricant needed was not in the dealership when the repair was carried out. To be fair Steve was honest and explained that it wasn't itemised
11 September 2024
The car was completed on the same day aswell as a complimentary wash and free health check. Extremely happy with every part of the service I received
11 September 2024
It was an AGR cooler replacement as a service recall
10 September 2024
The service advisor Sean was helpful and explained everything in our conversation .
10 September 2024
Dealt with extremely courteously, everything went like clockwork.
10 September 2024
Always ask if I'm ok if they can get me anything, or just a simple smile
09 September 2024
Work was comple to specification was able to wait for the work to be done good waiting area with drinks avaliable
09 September 2024
Easy no issues and great communication and because it was a recall it didnt cost me anything
09 September 2024
Helpful staff great service
09 September 2024
Calls often not returned and updates not really given. No courtesy cars available for 8 weeks I was told so had to hire a car. If known I would have gone through the insurer approved repairer.
09 September 2024
Kept me informed of progress and gave me use of complimentary courtesy car.
09 September 2024
Good service but still waiting for more information which was going to be emailed to me over a week ago.
09 September 2024
Work completed as required
09 September 2024
Excellent Customer Service
09 September 2024
Had a quote for an alignment that seemed high at £340 to check and £540 with adjustments, shopped around and other BMW dealers are quoting £180, some are even offering a deal at £99 both for checking and any adjustments required.
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
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 !!
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
Everything went to plan and timing perfect
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
Didn't have a problem with dropping my car off or picking it up.
02 September 2024
Professional /pleasant staff
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!
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
Very helpful
27 August 2024
The summer check was completed on timr
27 August 2024
Swift and professional experience
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
Satisfied with everything concerning my car
25 August 2024
Nothing could have gone better
25 August 2024
Kept up to date with recall
24 August 2024
Done what was expected and on time
24 August 2024
Very satisfied excellent customer service
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
Timely and thorough with good knowledge of any problems at the desk.
21 August 2024
All work carried out to high standard.
21 August 2024
A great customer service experience
21 August 2024
Good comms and better online service , much improved
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
I receivedthe attention and information I required to satisfy any queries that I may have had before my arrival
19 August 2024
Excellent service
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
Everything checked and ready to go..
19 August 2024
No issues clear documentation provided and link to service - happy
19 August 2024
No fuss involved
19 August 2024
Prompt and courteous service.
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
Great service, kind staff, quicker than anticipated finish time
12 August 2024
I have not been let down yet
11 August 2024
Please see above
11 August 2024
Great service and fast repair.
11 August 2024
Everything needed doing was done plus the car was cleaned
11 August 2024
Excellent service
11 August 2024
Very quick and thorough work however some clips were missing on my undertray that were not picked up or mentioned.
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
Staff were great. Got an appointment quickly. Hire vehicle available. Very happy.
10 August 2024
Great service and left satisfied
10 August 2024
Clean and freshness was an added bonus
09 August 2024
Everything sorted as needed, great updates/communication, a much appreciated mini-valet, and an excellent and informative health-check video
09 August 2024
They kept in touch with me and accommodated my needs
09 August 2024
good service
09 August 2024
Did the job in the time they said
09 August 2024
As above.
08 August 2024
Work carried out as agreed in a timely manner and courtesy car provided.
07 August 2024
They were very helpful and did all they could and answer my every question professionally.
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
All as expected
07 August 2024
Satisfied
07 August 2024
Done the job it went in with
06 August 2024
Good communications with service competed within specified timescales.
05 August 2024
Could not fault the service at all
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
I got exactly what I wanted done, with no hassle or stress and was kept updated at all times.
03 August 2024
Had no issues.
02 August 2024
The front desk service was professional
02 August 2024
Delay in receiving my payment link
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
01 August 2024
You car mechanics pulled all the stops to fix our car
01 August 2024
Nothing to be dissatisfied about
31 July 2024
Two jobs completed
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.
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
No fuss just professional
27 July 2024
Good communication and service
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
Really satisfied with the communication of staff and very polite and well presented building and staff
24 July 2024
Excellent as always.
23 July 2024
Smooth repair
23 July 2024
Very efficient
22 July 2024
The staff were friendly but I thought 4 days to do the job was excessive.
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
Easy process to service my vehicle, priced as expected, professional and helpful staff.
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 the service was good
20 July 2024
Lookers were really helpful - and the service was good.
20 July 2024
Very good .was asked first goog communication email text ect
20 July 2024
Because I have no complaints what so ever
05 October 2024
Lookers BMW sales centre at Stoke is a fabulous experience, from the moment you step into the show room you are greeted by professional staff who go above and beyond to make the experience as smooth as possible. The showroom is very welcoming.