Berry Croydon BMW Avis 

I had an appointment at Berry Croydon to test drive the BMW 8 Series, and the experience was absolutely appalling. From the moment I arrived, I was treated with a shocking level of rudeness and unprofessionalism by the staff.

I was initially directed to a salesperson named Hussain, who began asking about my preferences and when I was planning to purchase. When I mentioned that I was looking to buy in about a month, his response was unbelievably dismissive. He stood up, stated that he had another appointment with someone ready to buy a car, and rudely told me he couldn’t serve me because I wasn’t an immediate buyer.

If that wasn’t bad enough, another salesperson named Muhammad approached me and displayed the same dismissive attitude. Despite both of them just sitting around, I was made to feel like my time and presence didn’t matter. Muhammad told me my appointment had been with someone named Swazy, who couldn’t attend because of her daughter’s illness. He then contradicted himself, claiming I was never actually booked in. The lack of consistency and accountability was beyond frustrating.

This wasn’t my first time at Berry Croydon—I purchased an X5 from this dealership back in 2012, and I was looking forward to another purchase. However, after this experience, I can confidently say I will never return. It’s shocking that a brand like BMW, which claims to prioritize customer experience, allows such dismissive and unprofessional behavior to take place at one of its dealerships.

I traveled specifically for this appointment, only to have my time completely wasted and be treated as though I didn’t matter. If this is how Berry Croydon treats potential customers, it’s no wonder people take their business elsewhere.

This experience was ridiculous, rude, and completely unacceptable. I hope BMW takes this feedback seriously because this dealership is an embarrassment to the brand.

Cara Jones and Isaac Akowuah at Berry BMW made the whole negotiating and buying experience a pleasure - this is the 6th BMW I have bought but the first from Berry Croydon and by far the easiest and most gratifying so far. Their communications have been prompt and efficient and it's been easy to buy from them!

A perfect experience, Tom Durrant was just brilliant, he made the whole process seamless and I couldnt be happier with my new car. Thank you!

Fantastic service and a great car, thanks to the team for getting it ready and prepared for collecting. Husayn in the used car sales department was excellent. Helpful, highly accurate about the car and was just as excited as I was about it!! Highly recommended, would definitely go back to Berry BMW Croydon and Huysan for a new or used BMW. They obviously take the customer experience seriously in my experience. Thanks everyone and good look Toni in joining the team and your new role.

I am writing to formally express my dissatisfaction with the level of customer service I experienced during my visit to BMW Berry Croydon on 7th December 2024. The purpose of my visit was to arrange and complete a test drive as part of my intention to purchase a new car.

Unfortunately, my experience fell far below the high standards I expect from BMW, and I encountered the following issues:

Lack of Professionalism – The staff were unprepared and seemed uninterested in assisting me, despite prior arrangements for the test drive.
Delays and Poor Communication – I had to wait an unreasonable amount of time without any explanation or updates.
Dismissive Attitude – When I raised my concerns, the responses I received were dismissive and unhelpful, leaving me feeling undervalued as a potential customer.
This experience was disappointing, especially as I chose BMW for its reputation for excellence. I was excited about purchasing a vehicle but left feeling frustrated and reconsidering my decision.

I kindly request that you investigate this matter and provide feedback on how such situations will be prevented in the future. I trust BMW values its customers and would appreciate a prompt response.

For your information I have been a customer for 12 years now and the way of service I got today was so regretful of me booking a test and wanted to buying a new car with having such a customer service specially from Hussain the sale person in berry croydon.

When I asked to talk the manager the sales person said let me call the manager for you and after waiting for 20 minutes he came with the new that oh sorry the manager is not in today and we can not give you any service today because we believe you will not buy the car today and It is expensive.

I don’t expect this kind of customer dealing from such a company specially to the person who has been their customer from 2012.

My last 6 cars have been Jaguars, so walking into Berry BMW Surbiton was a big step.
Lonny helped me understand the range of shapes and hone in a shortlist. Further visits to finalise model and test drive followed and a fourth saw me place the order.
Lonny made the whole process smooth and enjoyable. Now I wait for the car…

I am very disappointed and unsatisfied with the specifications of the car and various other issues I encountered with the salesperson. Their was unprofessional and fit the unfortunate stereotype of a "dodgy car salesman."

After communicating with the manager, he attempted to resolve some of the issues, but I still ended up with the wrong rims on the car. I was supposed to receive a glass finish, but instead, I got a Matt finish, despite being promised otherwise.

Having been a loyal BMW customer for over 20 years, I am truly disappointed with the treatment I have received this time. I ordered the car over six months ago, and it still isn't correct. It feels as if they simply picked up a car from somewhere and tried to modify it to match my order. At this point, I feel it would have been easier to just walk into the showroom and take any car off the lot, as it seems pointless to order a car with specific specifications only to not receive what was promised.

After sending an email to both the manager and the salesperson regarding the situation, I have yet to receive a response. It is frustrating that my concerns have gone unanswered.

This showroom is unacceptable, and I do not think I want use them again!

Extremely knowledgeable team, pleasure to work with. Whilst buying my first BMW I received a professional support from Isaac and Joseph. They have furnished me with all information I needed, answered all my questions. I would highly recommend.

Unfortunately was lied to about the spec of car and many other things by sales person Billy Tubb

Very unprofessional and fits the horrible cliche of “dodgy car salesman”

Then after communicating also was insulted by manager who discriminated against me and my disabilities.

Would like to make formal complaints however manager stated he was not going to respond to me via email or in writing

Disgusting showroom will never use them again!

I would like to thank Berry Croydon for an excellent experience.

Yesterday, I had ordered a brand new car and was advised and assisted with my purchase by Shaquille Green who I have purchased a vehicle from previously. Shaquille had taken his time and had shown his good knowledge when taking me out on two test drives which helped with making my final decision. I was also given the opportunity to meet the business manager Issac Akowuah, who understood my preferences and needs, which then lead to what I believe is the best result.

Finally, I would like to thank the entire staff at Berry Croydon for always giving an accommodating experience.

Order my new m3,from bmw croydon.Exceptional customer service from Isaac Akowuah very friendly and took his time to explain and make for me everything easy.

Tom the sales person was professional, polite and along with Richard the Business Manager, put a package together that was very good indeed. Along with this, whilst sat at a desk I noticed every member of staff who passed by had a smile and was courteous. A good company with strong family values.

Take my car Berry Croydon for MOT when I pick up my car warning sign come on when back inside they told me that while they where doing the MOT, that because they was revving the engine hot and when i start driving the sign will no longer appear but about two weeks later it come back, go back again they can't repaired the fault but try to charge me for what they have done.

PLEASE ASK QUESTION BECAUSE THEY ARE NOT TRUTHFUL.

Awful experience.
Paid £62K for a 6 month old AUC X4 M40i. Was told I had to wait for collection so they could order in the free mats and centre caps for me.
Upon collection, I saw two dents on the bonnet and a scrape on the NS front wheel arch. Both had been botched with a touch up brush. Long story short, their business manager Mr 'Isaac Akowuah' promised to fix the issues and send on the missing mats and centre caps, plus a 'goodwill' gesture. Basically to get me out of the showroom with the car. Nothing since.
Left them a 1 star review with BMW which prompted a single phone call of empty promises from their AUC Manager Mr 'Bob Karia', then silence.

I was then promised their Sales Manager Mr 'Jon Taylor' would contact me. Not a peep from him.

They have edited the 1 star rating from the reviews they to show on their franchise website as they are rated '5 star'. Statistically impossible.

4 months on, I have issued small claims court proceedings after having to sort the repairs myself and buy my own mats and centre caps. Promised to reimburse me but they don't. I never got any goodwill gesture either! Court ref is L5QZ2F6W.

I have put photos on my Google review of same.

Thanks, Bob Karia for a great service. An issue with a recently purchased approved used car was resolved within a day. Thanks for all your help. Paul N.

I visited the showroom today, Heena and Issacc were absolutely helpful. Everything went smoothly and I decided to order a new car.

Paul Weir is an asset to BMW. He is very knowledgeable, professional and has outstanding customer service. It was the amazing and personal service that we received from Paul that persuaded us to secure another new BMW from yourselves! Thanks again!
Sharon & Geoff

Excellent customer service from Billy Tubb 10/10

Got a call from the dealership that my car needs a service. Happily complied and gave my car in on Thursday. The vehicle is a motability vehicle so it's always in use. Got a call from the service team saying that it would not be ready in 24 hours which is fair as it needed some work. Waited all day today and didn't hear a single thing from the garage so I called them. After trying since about 1pm and finally getting through at 5pm, the service department kindly tell me it's not going to be ready until Monday. So did they not think it was a good idea to tell me?

Now without a vehicle for the next 4 days with appointments coming up. Thanks BMW, fantastic customer service.

What made my experience great was the patience and support I received in finding a car that perfectly suited my needs and preferences. A 5-star customer service..love it and would recommend it