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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.
439 ratings and 227 comments received in the last 90 days.
10 May 2024
Helpful and effortless
10 May 2024
Thank you for a fabulous experience especially to Mark he even sent me a preview
10 May 2024
Bought a car on finance and very happy
06 May 2024
Jack Bourne was why we had a great experience at Lookers BMW Stoke from when we first spoke to him , we were kept up to date with our car order all the way through and his customer service was brilliant. Thank you Jack.
05 May 2024
Vehicle was well prepared. Handover went well and smoothly
04 May 2024
Very satisfied, Nathan went through many options for purchasing our new vehicle, he also gave us a great price for our part exchange
03 May 2024
Very helpful sales exec, listened to exactly what we wanted and helped us secure it within our monthly budget
03 May 2024
Very satisfied with the service we received from Thomas Herus
03 May 2024
Great service. Friendly staff. Excellent communication. Vehicle arrived ahead of schedule
03 May 2024
felt very welcomed
30 April 2024
Jack Bourne and James Downing are superb representatives of the brand. Really looked after me and my wife during the purchase of both our vehicles. Nothing is too much trouble, very knowledgeable and personable
27 April 2024
Absolutely no complaints. Honestly cannot think of any way to improve!
27 April 2024
Regular updates prior to delivery of the car. Very helpful advice and answers to any questions I had. Excellent handover.
24 April 2024
Jack has been amazing, great communication throughout.
22 April 2024
Dealt with Shanon who was extremely friendly and went above and beyond explaining various options available to me. From my initial visit to taking receipt of the car I could not fault the service Shanon provided and was a major factor in purchasing
22 April 2024
Good updates, friendly aftercare. And the reveal room made it extra special.. I had a low down on the gadgets and the dealership is open for me to ask any further questions if I need to.
16 April 2024
Motability staff team member provided an excellent customer service
15 April 2024
There are various issues, bad selling, car wasnt clean, finance figures and deposit payment was incorrect when collecting. Whole experience was rushed, ive complained to the dealership and still nothing has been done
12 April 2024
They were welcoming and made it a painless experience.
12 April 2024
Shannon looked after me from start to finish 11/10 xxx
10 April 2024
Amazing service from start to finish, quick and clear with updates throughout, Nathan was excellent.
10 April 2024
I received professional and friendly service by the entire team at Lookers Stoke.
09 April 2024
Mark Graham has sold me many cars over last three years and provides a great service
06 April 2024
Jsck the salesman that dealt with us went through all the thing's we wanted to know The only negative point is the valeting team need to up there game especially on a brand new car it should be spotless and left with dirty alloy wheels
05 April 2024
Mark Graham was great from my initial meeting with him through to collecting the car
05 April 2024
It was easy & nothing was too much trouble
05 April 2024
Jack Bourne was excellent throughout the whole process
04 April 2024
Great comms and no hiccups
03 April 2024
Mark helped all the way through, advising me and explaining everything about my new vehicle,
03 April 2024
A lot of hard work went into this by the salesman Jack Bourne to find me the right car which he did.
03 April 2024
Shannon was really helpful even though there was a lot of setbacks and delays
03 April 2024
James and Jack at Stoke are great - worth driving from Colchester to deal with!
02 April 2024
Lovely showrooms with well traned staff
02 April 2024
Purchase options were straightforward. Delivery times flexible. Collection of car was not rushed. Included a demo of functions and set up of phone etc. Driving demo was really good, including assistive reversing.
02 April 2024
Very satisfied, particularly despite the hiccups through no fault of their own, they were able to find solutions and probably for me a nicer car :). Jack knew what I was after I really appreciate it.
01 April 2024
My sales contact Shannon was absolutely brilliant kept me informed every step of the way, she is a real asset to you , I have employed many salesman in my time she is first rate
30 March 2024
I was an hour early as travelled alone via public transport so a bit apprehensive! Jack met me at the revised time outside the station and nothing was too much trouble for him. The
27 March 2024
As anove
26 March 2024
Nathan is an excellent ambassador for the company , knowledgeable about the vehicle , non pushy ,and a problem solver
24 March 2024
Again the Centre went over and above to resolve some issues.
20 March 2024
Great communication. Easy to talk with Jack Casewell from the initial phone call and online meeting to regular emails and phone calls to agree the spec of the order and arrange payment and collection.
19 March 2024
Car ready and looking great
19 March 2024
Perfect service, given a great deal and all the information I needed!
19 March 2024
My experience at the garage was absolutely perfect
11 March 2024
Advice throughout deciding specification and ordering. No time pressure through ordering and delivery on the time spent with you as a customer. Demostrator available on the day of initial enquiry
11 March 2024
Tom ensured everything was arranged, paperwork was sorted easily and I am very satisfied with everything.
09 March 2024
I traveled from Glasgow to Stoke which must tell you that I was very satisfied with the BMW centre and especially with Tom
08 March 2024
The experience could not have been better.
07 March 2024
Again all down to mark
07 March 2024
Very satisfied nothing to much trouble.
06 March 2024
I love your Brand have done for many years and of course your staff particularly Mr Graham
06 March 2024
Adam Melville was terrific. Down to earth making the whole process easy. Top man
04 March 2024
Got what I asked for and collection was made to suit my needs
02 March 2024
Very satisfied mark kept me well informed
01 March 2024
Nathan was excellent, first class.
01 March 2024
Jack explained everything very clearly and made the entire process simple and easy
28 February 2024
Very smooth and quick process. Appreciated the added touches of wrapping the car.
28 February 2024
Felt that we were listened to regarding our requirements, we were kept up to date throughout the process of buying the car and having it delivered to our home.
26 February 2024
The 'deal' was to my liking, and i was kept up to date with what was happening on a frequent basis.
26 February 2024
All went smoothly
24 February 2024
Jack was brilliant and made sure to make things as easy as possible for me
23 February 2024
Clearly explained everything during the purchase, kept me informed throughout the process and resolved a couple of minor issues with the car efficiently
23 February 2024
service and delivery very good
22 February 2024
The salesman did everything he said he would do and dealt with us in a very polite and courteous manner
22 February 2024
Staff were very helpful.
22 February 2024
First class service throughout the whole process from ordering the car to the collection. Mark Graham was always available to answer my questions and to offer advice as to the correct vehicle to suit my needs.
22 February 2024
Nathan was excellent.
22 February 2024
Great customer service with a personal touch, nothing was too much trouble, great communication from start to finish
09 May 2024
Custumer service reprisentive was grate
09 May 2024
Nice place to visit and wait if required.
08 May 2024
Did exactley what I asked.
08 May 2024
Great staff
08 May 2024
Because my new car has an engine and isn't electric, your sales and finance team as always work tirelessly to get a deal over the line
08 May 2024
Fast service
06 May 2024
Great experience by friendly and informative staff.
06 May 2024
No issues
06 May 2024
I like the video health check The service was carried out in a timely manner and pick up was straightforward
06 May 2024
Always helpful and genuinely have best interest for the customer
04 May 2024
I had a positive experience throughout the whole process
02 May 2024
Very easy, very fast
01 May 2024
Excellent
01 May 2024
Showed genuine interest in an issue I was having with the vehicle to take appropriate steps to ensure the problem was fixed.
30 April 2024
No issues with service experience
29 April 2024
Communication prior to the appointment and on the day was excellent and carried out exactly as advised.
29 April 2024
Good service and professional and friendly handling of customer requirements
29 April 2024
Steve explained everything that would happen and gave a realistic collection time after the service.
29 April 2024
Shaun was fantastic
27 April 2024
All the service staff keep me informed and are very helpful
27 April 2024
Excellent customer service and personal service.
27 April 2024
Again I was looked after very promptly
27 April 2024
I got exactly what they told me initially.
26 April 2024
Nearly perfect, slightly annoying that my seat had been adjusted and not put back
26 April 2024
James Molloy kept me up to date at the end of every day.
26 April 2024
Efficient and excellent workmanship
25 April 2024
The staff were helpful and knowledgeable
25 April 2024
Simply excellent service by Jordan
24 April 2024
Always a fantastic experience
24 April 2024
Very helpful and understanding.
24 April 2024
Completely satisfied everyone had a smile on their face when talking to you . Lookers only a mile away from where i live.
24 April 2024
Service advisor Louisa I think it was was very good and helpful when booking in.
22 April 2024
Taken great care of my car
22 April 2024
The initial telephone booking service was very easy and convenient. Entering the dealership directed to the service desk to be greeted by Katherine, happy and very pleasant, took me through the booking, outstanding service.
22 April 2024
professional and great service
21 April 2024
Satisfied with the physical booking in and handover. Happy with the service time overall and courteous staff. I appreciated the text and call advising that the car was ready.However the video of the service only gave minimal info (tyre tread depth)
20 April 2024
Just did a great job
20 April 2024
Great efficient service. Kept me in the loop at all times and couldn't do enough to help
20 April 2024
Really nice people, very helpful. Lauren was personable, very helpful and knowledgeable.
18 April 2024
Had some work carried out on the car from a recall. All carried out quick, cleaned my car inside and out and the car I had for courtesy was amazing
17 April 2024
Professional , excellent service received from Jordan and his colleague as expected from BMW
17 April 2024
Problem found and resolved quickly and efficiently
17 April 2024
Couldn't have been more helpful
17 April 2024
I was made to feel very welcome and my dog was offered a bowl of water on arrival. Several members of staff took the time to speak to me and i felt so comfortable that I didn't want to leave!
17 April 2024
Job done quickly, clearly explained re work required and work needed following vehicle check.
17 April 2024
Looked after well.
17 April 2024
I thought the guy, Sean, gave me an insight into the service and had time for me.
16 April 2024
We did have to wait some considerable time but fortunately we did alow for it so if you want a proper job it will take time hence 5 stars
16 April 2024
Many times unable to get through on telephone, and too many people waiting in service queues when service desks are unattended.
15 April 2024
Carried out service promptly
15 April 2024
Video footage of all work carried out and precautions and future work. All work complete and car cleaned to good standard.
13 April 2024
Customer friendly and highly efficient.
12 April 2024
Provided sensible advise and been very helpful.
12 April 2024
Prompt and completed on time
11 April 2024
Excellent
11 April 2024
Great staff ,very helpful and knowledgeable, can't do enough for you fantastic team
10 April 2024
did as requested and checked or replaced what was needed
09 April 2024
Experienced staff
09 April 2024
Friendly staff. Repair completed within the stated time. Car cleaned.
09 April 2024
Excellent service yet again by Steve with quick resolution to the steering issue.
09 April 2024
Really good, clear communication
08 April 2024
As above, I'm not convinced this car has been serviced!!
08 April 2024
Excellent sad usual
08 April 2024
Problem not rectified
07 April 2024
Very well looked after by service colleagues.
07 April 2024
Nice experience
07 April 2024
As above really staff very professional and friendly, problem seems to be rectified.
05 April 2024
Lookers are fine, the car is not. No clarification of a loan car quality to leave it for 4 weeks so driving it with no comms, no link to the app and no link to Octopus for cheaper night electricity.
04 April 2024
Because I was comletely satisfied
04 April 2024
it took 7.5 hrs to do service and sat nav update on a 2 hr wait appointment that was missed last year due to service desk forgetting to fill in the job sheet correctly.
03 April 2024
Going elsewhere next time
03 April 2024
Had not got the spare part had to come back the next day.
03 April 2024
staffs at the help desks and service are always great
02 April 2024
Just good service
01 April 2024
Great service and service advisor Kate is brilliant and makes the experience more better with her knowledge and friendly customer service
31 March 2024
Your service agent, sorry can't remember her name ( Kate?) was excellent
30 March 2024
Answered all my questions
30 March 2024
my car was in and out in 120 mins had a service too so yeh great
29 March 2024
Efficient, friendly staff.
29 March 2024
I am happy with the service
28 March 2024
Car was serviced on time and delivered clean and tidy
28 March 2024
BMW look after their customers and offer them free service and replacement.
27 March 2024
Great customer service, once again.
26 March 2024
It was quick, efficient and I was kept informed throughout the time that my vehicle was at the garage.
26 March 2024
Reasonably priced and good quality of work.
26 March 2024
Work carried out correctly while I waited. Staff were friendly and polite.
25 March 2024
Please start providing loan cars again. The taxis aren't great, the driving standards are variable (mainly low) and hinder my mobility at work during the day. I had one taxi so dangerous that I took photos and complained to the SA but no action
25 March 2024
very satisfied car was recalled, staff handled check in swiftly, no waiting pick up was quick too please that care was washed and vacuumed on collection
25 March 2024
Great pricing and great service
24 March 2024
Understood my needs and resolved issues efficiently
22 March 2024
Price as quoted, ready on time
21 March 2024
Work completed over 2 days and complementary car supplied.
21 March 2024
Jordan took care of customer service and he handled to complain and situation very well. Very pleased
21 March 2024
Service was very good.
19 March 2024
See previous answer.
18 March 2024
Lauren and especially Kate were very helpful, polite and knowledgeable.
18 March 2024
Staff explained everything and were very clear and helpful
17 March 2024
Because it was dealt with promptly and any problems were sorted out
14 March 2024
The upgrade was completed in the time frame we were given, all was very well organised.
14 March 2024
Again, very professional courteous
14 March 2024
Car booked in for the work on 08.03.24, as I am driving to Southern Ireland on 22.03.24 and needed the service completed. A courtesy car was not available, so a taxi home was offered as it was stated that the map update could take several hours.
14 March 2024
From my initial experience for a repair i have absolutely no hesitation for future servicing and MOT*s.
13 March 2024
Good service.
12 March 2024
Very polite member of staff
11 March 2024
Excellent service
11 March 2024
Simple service carried out OK and defective number plate replaced FOC
11 March 2024
Always satisfied with the service from Katherine Finney.
11 March 2024
Professional and friendly service with good communication throughout.
10 March 2024
Vehicle took to dealership with a fault with rear camera, vehicle was then damaged by dealership,
10 March 2024
Very good service
09 March 2024
My car was serviced and ready to collect around 2 hours after I had dropped it off......top stuff !
09 March 2024
All went according to plan
08 March 2024
My car went in regardless of the previous damage I took my car in last year for the same recoil that you do free it come back how I took it in, this year 2024 same test you took and my car has been messed up due to them not me
06 March 2024
Very good
06 March 2024
Efficient service receptionists
04 March 2024
Never phoned me back.
04 March 2024
Great guy who picked up my car
04 March 2024
The woman we dealt with was an excellent example of customer services. You should be proud to have her on your team. The downside was the cost of the diagnostic check that only told me what I already knew. You should be embarrassed at charging that.
04 March 2024
car was repaired but only with a warrenty I luckily took out.
04 March 2024
Because it felt like a personalised set and I was made to feel like nothing was too much trouble.
04 March 2024
Efficient courteous and friendly
04 March 2024
Always professional and courteous
04 March 2024
Easy book in - timely work - detailed handover
04 March 2024
Excellent dealership , nothings too nuch trouble
04 March 2024
very good
03 March 2024
All servicing requirements were completed in a timely manner and the staff gave the car a once over
03 March 2024
Brilliant sales man it's my second car I bought off him and will definitely buy back again very satisfied
03 March 2024
Work completed, cost explained and on time.
02 March 2024
Excellent service team . Leanne service manager goes the extra mile for her client .
02 March 2024
I had no issues with the dealership
02 March 2024
Nothing at all to complain about. Good coffee too!
01 March 2024
The lady in service was extremely polite and very professional
29 February 2024
Kate who was dealing with my car was extremely helpful and provided the best service!
29 February 2024
The team are always friendly well presented and helpful
29 February 2024
Very satisfied will the service I received
29 February 2024
Service team they work close with the customer brilliant team with Brilliant team leader. Prompt on any query you raise, credit goes to Mr Sean Bessex who resolve my query quite professionally. Brilliant
28 February 2024
Happy with everything
28 February 2024
Excellent service
28 February 2024
I did not receive a call that the car was ready.
28 February 2024
As usual service was top class as expected
28 February 2024
JOB WAS COMPLETED QUICKER THAN ANTICIPATED, STAFF VERY HELPFUL, CAR WAS CLEANED WHILST IN.
27 February 2024
Dropped car of previous afternoon. Had it back by lunch time. Valeted
26 February 2024
Car was booked in for an MOT. Finished on time and car was cleaned through out.
26 February 2024
Swift and efficient
26 February 2024
Steve Coper was polite and helpful
25 February 2024
Everyone that I have dealt with have been first class, and as a business you would be proud to have people like (to name a few )like Leanne, katy, Steve and all the technicians who have made me feel a special and valued costumer.
25 February 2024
The lady I dealt with in service was able to sort it so my MOT could also be completed the same day rather than go somewhere else another day for it
25 February 2024
Good service
24 February 2024
Nice place and the staff are pleasant
24 February 2024
Great overall service
24 February 2024
Ease of use just had a delay collecting car as there was a queue at reception
24 February 2024
They highlighted an issue with my car and gave me a solution within a timely manner
23 February 2024
Everything is completed in a timely manner, communication good, staff are very good too.
23 February 2024
I received prompt attention, impeccable service and a super-fast turnaround time.
22 February 2024
Speedy and on time, detailed after service report with exceeding staff
22 February 2024
Quick service and thorough, professional people.
22 February 2024
Excellent service as always
22 February 2024
Friendly, helpful Good coffee
10 May 2024
Lovely atmosphere, everyone very friendly . Nice and comfortable waiting area