Stratstone - BMW Derby Avis 431

When looking for our first BMW Jack was our sales rep at Derby Stratstone. He was very smart in a suit, courteous, polite and business like . He was very knowledgeable about the Cars we were looking at and made buying a car a really good experience. He also checked with us afterwards to see we were getting on with the car okay

If it were possible to give negative stars, this place wouldn’t just get one—it would set a new benchmark for how low a rating can go. Stratstone BMW in Derby has, without exaggeration, one of the most disorganised, indifferent, and utterly incompetent customer service teams I have ever encountered. It genuinely feels like no one there has any idea what they’re doing, and worse, they don’t seem to care.

My experience has been a complete mess from start to finish. I booked a vehicle recall for 27th March 2026—well over a month in advance, back in mid-February. You’d expect at least basic preparation. Instead, I sat there for four and a half hours watching my car remain untouched outside. No updates, no urgency, nothing. After wasting nearly half a day, they casually informed me they didn’t even have the required part. How does a dealership book a recall that far ahead and not have the part ready? It’s beyond careless.
Trying to fix their mistake only made things worse. A staff member assured me they’d arrange a pick-up and drop-off service for 15th April. Thankfully, I called the day before to confirm—only to discover that absolutely nothing had been arranged. If I hadn’t chased them, I would have been left waiting at home for nothing. That level of negligence is staggering.

Then came yet another rebooking for 24th April, with firm assurances from a staff member that everything would be handled properly this time. Predictably, on 23rd April, I received yet another call saying—once again—they didn’t have the part. At this point, it’s not just incompetence; it’s a complete failure of basic systems and accountability. What’s the point of booking customers in if you’re not even capable of securing the necessary parts in advance?

The constant cancellations, empty promises, lack of communication, and complete disregard for customers’ time make this one of the most frustrating experiences imaginable. It genuinely feels like there is no coordination, no responsibility, and no respect for customers whatsoever.
Avoid this dealership at all costs unless you enjoy wasted time, broken promises, and sheer disappointment.

I had a very disappointing experience with Stratstone BMW when I travelled over 4 hours early in the morning to view a 2022 BMW 330d.
Unfortunately, the customer service I received was poor and felt very cheap for a premium brand dealership. Upon inspecting the vehicle, I noticed several issues that should have been addressed before presenting the car to a customer. There was a chip in the windshield, the wipers were old and worn, and the steering made a noticeable creaking noise.
What disappointed me the most was the lack of willingness to resolve these issues. The staff appeared hesitant to repair or address the faults, which is unacceptable considering the distance I travelled and the expectations associated with buying from an authorised BMW dealership.
Overall, this experience felt unprofessional and inconsiderate of my time and effort. Travelling 4 hours to view a vehicle that had obvious unresolved issues, combined with poor customer service, left a very negative impression.
I would advise future buyers to inspect vehicles very carefully and confirm condition details in advance before making long journeys.

POOR AFTER SALES

I recently purchases M4 from BMW Derby.

During the sales process, the team led by Kaz were extremely persistent and used typical sales tactics to secure the deal. I was deciding between purchasing a vehicle from Derby dealership and another BMW dealership, and I felt significant pressure to complete the purchase with Stratstone BMW Derby.
As part of the discussions before I agreed to proceed, Kaz mentioned that, as a gesture of goodwill, he would provide a BMW umbrella and an M-branded flask. While these items are not of significant value, they were presented as part of the customer experience and commitment made during the sale.
Unfortunately, once the purchase was completed, that level of attention disappeared. The promised items were never provided and there has been little interest in any follow-up. This reinforces what I have since heard from other customers — that once the sale is completed, the dealership’s interest quickly fades.
To be clear, my complaint is not about the umbrella or flask themselves. It is about the principle of keeping commitments made to customers during the sales process. When purchasing a high-value vehicle such as an M4, I expected a far more professional and customer-focused experience.
I also recall the Sales Director mentioning the expectation of receiving a 9 or 10 score on customer feedback surveys. Based on my experience, I do not feel that this dealership currently deserves such a rating.

Avoid at all costs, I am still suffering from an overdose of bull****. Took my 3 series in for its first service, whilst it was in I asked for my air con to be checked as at the end of last summer it didn’t seem to be cooling. Got it in early on Wednesday morning, had a call later in the day saying they needed more time to look at the air con and if they could not find a fault I would have a charge of £222 for an hours investigation . I agreed to leave it with them, so the next morning I had a call saying the technician had found no gas at all in the system and the condenser looks like it could be damaged, this involves removing the front bumper and it would not be under warranty and another £333 would be added. As it had to be repaired I agreed for this to go ahead. On the cars tracker the car was left locked a parked up until I called on Friday 2.00 pm for an update. I was informed no work had been done at this point, after complaining it was taken into the workshop and 2 hours later had an update the technician had done a pressure test and it was holding pressure so re gassed it. On arrival to collect my car was presented with a bill for £441 for re gassing the system on a car that is 20 months old. I cannot believe the what they tried to tell me to get me to pay this, there was obviously a fault with the air conditioning to loose the gas, then by magic it re sealed itself. I will never go to this dealership again bmw produce a quality product it’s a pity they can’t back it up with decent after sales service take my advice and don’t give these your custom absolutely shocking service

I received a recall notice for a starter motor which was booked in and sorted. Despite it taking over 5 hours I was pleased with everything. Immediately after my car started making noises and I called to book back in to rectify the issue. I was told that there could be a link and if so, they would sort it out. I was then told that there would be a £222 diagnostic charge for them to look at my car. I wrote in to 2 different email addresses to explain the situation and my dissatisfaction but had no response in over a week, I would be interested to know how quickly they would have responded if I was enquiring about purchasing a new car though, I'm sure that would have been handled promptly. I then attended my second appointment today to be told that there was no link and it must have been a coincidence, which is amazing considering that the noises started the day my car was given back to me and was pushed to sign to agree to the £222 diagnostic charge. The gentleman was very professional and it wasn't his fault, but being mislead on the phone and the lack of responses to my emails has wasted both of our time.

I took my bmw x5 for repair they misdiagnosed and issued new MOT I took it back again they again misdiagnosed for the second time and failed to repair, returned the car to me in unsafe condition which put my life in danger on motor way I was lucky I barely avoid incident on motor way immediately after they announce and realised the car to me I took the car back to them after I been told the fault is unrelated so they escaped from responsibility, I don’t recommend this dealership to anyone.

I ordered several items over the phone, made payment via the pay link, and was advised that as I had ordered before 10:00, the items would be available for collection between 12:30 and 13:00.

I arrived at 13:30 and found there was nowhere to park. I then stood in the parts area and was ignored for some time before eventually being served, only to be informed that the parts had not arrived and that I would need to return at 4:00 pm.

As this was not an option, I asked for the unavailable parts to be removed from the order and for the difference to be refunded. This turned into a significant ordeal, with the manager relaying messages to colleagues as though I were not present.

There appeared to be little regard for customer priority, as I witnessed other customers waiting while staff engaged in office conversations. Additionally, a non-staff member, who was clearly a friend, entered the office and was served immediately despite others having waited for a considerable amount of time.

No fault lies with the young man who served me; he was doing his best but had little to no support from the manager/supervisor. I mistakenly assumed that the level of customer service would be consistent across all departments, not just sales.

I would strongly advise anyone considering a new car, not to venture into the Stratstone Derby BMW dealership. The team is highly engaging when trying to secure a sale but post sale, there is absolutely no care, communication or interest in the customer.

I agreed a deal for a 26 plate X1, only to be told as the paperwork was being processed that in error, some of the spec I wanted hadn’t been built into the quote so the price would increase. Although disappointed I continued in good faith. I was then advised that the colour I had been told was available actually wasn’t. I still went ahead, selecting a different colour.

Having paid a £1000 deposit to secure the car, 5 days later I was called, text messaged and sent a video by a different person asking if I was still interested in purchasing a car. It transpired my order hadn’t been processed.

I was then told that the cost of sun protection glass (which I had been told was included as standard on the model ordered) hadn’t been added into in the quote (it wasn’t standard apparently ), so there would need to be an adjustment to the figures again.

I escalated this to the Head of Business, Craig Lofthouse, who is by far the biggest problem at the dealership. Apart from his response to my first contact where he delegated the issues to his Sales Manager, he never replied to any calls, emails or messages. Despite being told initially that my custom was important, the Sales Manager didn’t call when he said he would either and neither did he attempt to resolve any of the issues. This is not a surprise based on the tone and standards set at the top of the organisation.

Eventually I asked for my order to be cancelled and for my deposit to be returned. Again this was ignored and it was only when I threatened to escalate to BMW UK, that I received any response and thankfully, EVENTUALLY received my money back.

I have had a number of new and nearly new cars over the years from Audi, Jaguar, Mercedes and even BMW, but have never encountered anything quite like the appalling customer service from Stratstone Derby.

I have now placed an order with BMW Sytner in Tamworth. The team there were excellent and I can’t praise them enough. It’s a shame not all BMW dealerships represent the brand in such a positive light.

I purchased a six-month-old used BMW from this dealership and was assured by the sales representative over the phone that the car was in perfect condition — clean interior, well-maintained, and “just like new.” I was also told that the vehicle came with two keys.

However, when the car was delivered, the reality was completely different. There were multiple dents and scratches on the exterior, the interior was dirty with rubbish left inside, and even marks that appeared to be drawn by children on the windows. On top of that, only one key was provided.

After I contacted them by phone, they promised to arrange repairs for the scratches and dents, and to send me the missing spare key and key card. But after more than a month, they have given me zero updates, have not replied to any of my emails, and have been completely unreachable.

As a result, I don’t even dare to use the car. I have kept it locked in my garage because I am worried that someone with the missing key could potentially drive it away. This level of irresponsibility is shocking and unacceptable for a BMW dealership.

I strongly advise others to think twice before buying from this dealer. Their lack of professionalism, broken promises, and complete absence of follow-up have made this a very stressful and disappointing experience.

**PLEASE READ** Absolutely Appalling Experience, Avoid BMW
We recently purchased a BMW iX from BMW Derby, and what should have been an exciting moment has turned into an absolute nightmare.

Within just two-three days of ownership, we discovered a damaged glass roof, something that clearly should have been identified before the car was handed over to us. We immediately contacted the dealership expecting support, but instead were met with indifference, denial, and a complete lack of responsibility.

Rather than helping to resolve what is clearly a serious defect, BMW have refused to assist with repair or replacement, leaving us completely stranded. The situation has now escalated to the point where our insurance company is considering writing the car off entirely because the cost of replacing the roof is so high.

The customer service has been shockingly poor. No empathy, no urgency, and no accountability. We’ve been left out of pocket, deeply disappointed, and incredibly upset by how we’ve been treated.

Buying a premium vehicle from an official BMW dealer should come with peace of mind and trust. Instead, we’ve been left high and dry, questioning how a dealership of this reputation can treat customers with such disregard.

If you value honest service, transparency, and aftercare, avoid BMW at all costs.

Absolutely appalling customer service. I received a personal email from a manager at BMW Derby saying they would look after me regarding the purchase of a new BMW. I thus contacted them by email and telephone several times, and not only did they fail to call me back, but none of their colleagues bothered to follow up either.

This complete lack of professionalism and basic courtesy is unacceptable from a brand that claims to offer premium service. I will be taking my business elsewhere.

I have had an amazing, thorough, and most importantly helpful experience at Stratstone in Derby. Initially, I have gone in to purely look at a BMW X4, did not have the intention to purchase it. However, after being served by a wonderful guy called Jacob alongside the finance manager I have walked out with my father purchasing the vehicle. The atmosphere and care I have recieved was amazing. Jacob was very helpful explaining all the different finance options and after my father voicing his dislike about a silver grill has told us that he will happily change the colour to his liking. I have purchased many vehicles from different companies and have never received a better customer service than at Stratstone thanks to Jacob. Even though he had only worked at BMW for a week he managed to deliver detailed information on the car, excellent service and has managed to sell it most importantly!! Very excited to collect it and make plenty more purchases with this company.

We recently had a very disappointing experience at Derby Stratstone. I’m writing this after allowing 72 hours for a response to my email — which has neither been acknowledged nor answered. It seems the dealership may be hoping that by ignoring the issue, it will simply go away.
We took our car in for a warranty issue, and upon collection, discovered that two pairs of sunglasses were missing from the vehicle. This was immediately reported to the management team, whose response was both dismissive and patronising. Rather than addressing the matter seriously, we were asked why expensive sunglasses had been left in the car. While I acknowledge this was an oversight on our part, one would reasonably expect personal belongings to remain secure in a dealership that promotes itself as “prestigious.”
We have purchased over ten cars from Sytner Nottingham, despite living in Derby, precisely because Stratstone’s reputation for poor service and customer care has long been known. This recent experience has only reinforced that reputation. We used this dealership purely due to time constraints, but will certainly not be returning in the future.
Unfortunately, I suspect this is not the first — and won’t be the last — time something like this happens. I would therefore advise others to exercise caution when dealing with this dealership. The incident has been reported to the police, and we are awaiting further contact from management.

Just taken delivery of an X1 although through another dealership. (Not the fault of Derby but couldnt source one through them). However as I was going to have the car sericed at Derby I thought it only fair to purchase my service plan through them. Dealt, initially, with Katie, the customer services manager, who was great. Really helpful and friendly. She put me through to her colleague Kate who did all the paperwork. Again very friendly just the sort of people you need in that role. Completed all the plan over the phone and e mailed it to me. This was a great service and I would highly recommend Katie and her team. Would give 11/10 if that were possible.

My i3 has been in with Stratstone BMW since this past Wednesday - as I sit here writing this on a Saturday morning, the servicing team has yet to do a single thing to fix it and get it back on the road. The car broke down six days ago now with the dash showing a “drivetrain error” and all systems absolutely refusing to work. On the only two occasions I have actually managed to get Mike, who’s apparently handling the repair, on the phone since Wednesday, all he can tell me is that investigations are “still ongoing”, which I strongly suspect is code for “we don’t have time for it today”. Meanwhile, I’ve been left without a car and have not been supplied a loaner from Stratstone due to them only allocating loaners for pre-booked services and none for emergency breakdowns. This, despite my vehicle having now been in with them for several days with no answers whatsoever, in large part thanks to the fact that every time I call there’s either no one to answer the phone or the person who does answer not being able to locate the elusive Mike. I could not be less impressed with the service from this place and would happily be finding somewhere else to take my car were it possible to move the thing.

Great customer service. We came to pick up our new car at Stratstone BMW Derby. Bradley was very professional, friendly and very knowledgeable about the car. All the team made us feel welcome and special. As this car was our first brand new car we were very pleased to choose Derby. Thank you

I had an excellent experience at Stratstone BMW Derby. From start to finish, the service was outstanding — the team were warm, welcoming, and very professional. A special thank you to Bradley, who made the handover process smooth, clear, and enjoyable. He took the time to explain everything and made sure I felt completely comfortable with my new car. I couldn’t be happier and would highly recommend Stratstone BMW Derby to anyone looking for exceptional service.

Shocking customer service!
Despite numerous attempts to obtain a quote from their service department nobody could be bothered to get back to me. I escalated the problem to their customer care manager but still no contact from the service department. I requested a call from their business manager but no response. For a premium brand car dealer I’m shocked how they treat their customers - especially when I’d purchased 4 new cars from them in the past. Needless to say they will not receive any more purchases from me.

Again this is the second time of leaving a poor review.
Had car serviced, persuaded to download the BMW app because I was told it would be beneficial to me. The service agent linked it to the car but it’s never worked despite me getting back in touch with them. They also said that I would receive a customer satisfaction survey but it’s never arrived. Had a follow up call to discuss but again no further forward.
Also asked for a price to change the vehicle but no one got back to me.
This dealership really baffles me!!