Stratstone - BMW Derby Reviews 

This dealership is woefully understaffed in the servicing department - and they appear to operate a "who shouts loudest" policy in allocating workshop time.

My car was recovered to Stratstone Derby on Monday this week under warranty - and after several attempts to get an update, I drove down. The car hasn't even been looked at (5 days in), and the very apologetic lady couldn't say when it would be looked at to work out what is wrong with it.

This situation happened to me earlier in the year, when it needed a very straightforward repair.

If I had a like for like replacement then I wouldn't have minded, but I am told this isn't possible. For a premium marque, the service levels are much worse than other brands.

Derby Branch BMW Stratstone

Absolutely outstanding service from the minute I walked in until the second I left. The reception girls were super lovely and really accommodating.

They both made sure I was sat in the comfiest of chairs whilst I waited and got me a hot drink. They made the business manager come and introduce himself whilst I waited for someone to become free, leading to me meeting with Brad who was just great and super professional. Really impressed

Tryed for 4 days to talk to someone to book my car in for work to be carried out past from one department to another plus waiting time to book a car in on phone 20 mins then hung up rang back pressed option to buy a car and someone answered after one ring on phone strange that advise to bmw you need to look after your loyal customers not just the rich ones after 4 attempts to get car booked in on wed I decided to take my buisness elsewhere total let down

Awful service. Viewed a lovely pre-owed vehicle and placed a holding deposit to be told I would receive info on the car via email that same day and I would receive a call the following day to chat about the vehicle and quote. I was really looking forward to purchasing the car and waited all day for the follow up call and email but I didn’t receive either. I called numerous times to chat to the sales rep, to be offered a call back each time I called but didn’t receive the call back for 3 days! I didn’t receive my quote or vehicle info as promised either so had to go through the process again. It was like they had lost all my information. The quote I received was higher than what I received at the showroom. After being messed around and left in the dark I decided to look elsewhere where I received fantastic service and was really looked after.
I kindly asked for my holding deposit back and was told it would take 3-5 working days, I had a hunch that I wouldn’t receive it and I was right. I called again after waiting a week and finally received it. I partly think that it’s because I wasn’t purchasing a brand new car. I was really disappointed and let down.

I enquired about a BMW and received a call to visit the showroom. I test drove the car I wanted and purchased it on the same day. Samee was superb and professional all the way through the process. Best experience so far from start to finish. To top it off, Samee went even further and put the car in a bay so it could be unveiled. What an experience and I will definitely recommend Stratstone BMW to family and friends.

I've been driving for 44 years now so, as you may guess I have a bit of experience with service centres, small and large garages, but never in my life have I experienced such appauling service that I have experienced over the last two weeks with a car that is under warranty. They never answer the phone, when I got a call it was to advise me what was happening: and it didn't, this on more than one occasion. I ended up traveling to the site to try and get answers to no avail, so took my car back. Incredible how bad the customer service is. My first BMW after driving Mercedes for years,
based on this level of service it will be my last!! "I can't make excuses" was the excuse!

Looking at the replies, from the reviews they don't bode well either, don't give me any confidence.

Excellent service on my partners new 1 series, all the way through the purchase and handover (thank you Chris). No hesitation to use these guys for my next purchase.

Edit 30/1/25: I have changed the five stars to one star due to the appalling after care that my partner has received due to a few issues with the car. Despite numerous calls the issues persisted. We have tried to escalate the matter and left numerous messages for someone called Craig Lofthouse. We are not sure if he really exists because we have had no callback despite trying over and over again. Spoke to someone called Katie, who was very apologetic about the poor service but we never heard back again from Katie. BMW customer services have interjected and tried in vain to also get Stratstone to give us a call. We have still not received a call. This centre is letting the BMW marque down and should be ashamed of the abysmal level of service. My partner previously owned a Mercedes and is regretting buying a BMW.

I recently booked a recall service at MINI Centre / Stratstone Leeds, & I spoke to Gemma Hefferdan at Stratstone Derby who booked the recall and I couldn’t be more impressed. From start to finish, the process was incredibly smooth. Gemma was professional, friendly, informative and quick to address all my concerns. Booking was made simple, and she accommodated my schedule perfectly. The attention to detail and communication throughout made the experience stress-free. I highly recommend their service for anyone looking for a truly seamless and positive experience! Truly an amazing experience!

Omar, has always been perfect always willing to go above and beyond to make ensure my experience at BMW stratstone Derby is amazing honestly Its PERFECT!! He always does his best to stay on top of everything.

I've just purchased a New BMW 1 series. All I can say is wow. Salesman Chris was amazing. I currently have an a 19 plate A class and wanted to get back into a brand new car which I thought was going to be impossible as I'm in negative equity. I contacted Chris and he and made what I thought was impossible possible. I can't wait to collect my new 1series. If you want a top notch salesman to help you find your dream car then Chris Greaves is your man. He even provides the biscuits. Thanks Again Chris 😊

Booked a service on the BMW website with a courtesy car. All confirmed by email. Arrived this morning to be told they had my service booking but had no courtesy car and in any case they allegedly don't have them on site on a Saturday.

Don't know why I even bother with this dealership. Arrogant and unhelpful.

Still waiting for deposit return, emailed and called, promised urgent refund yet still no sign of my money!
Either really poor service or they must be struggling financially, avoid and take your business elsewhere, there’s more trustworthy companies in derby

Just booked my car in for a service/MOT. Carol was incredibly helpful and managed to squeeze my car in before the MOT expired.
Wanted to say Thanks to Carol for being professional, polite, and helpful.

I recently upgraded my car with Stratstone in Derby and was given excellent service by Josh on the Sales team. He looked after my needs very well and am extremely satisfied with the new 1series I have acquired.

2 is generous, I’ve got a service plan with BMW and I booked in it for its first service, it had done 12,000 mile in 17 months so thought it needed a service, so booked it in, dropped it off and left it with them. It was 2 hours later they said it didn’t need a service and old come collect it but would clear it for the inconvenience. Went back an hour later and the car hadn’t been cleaned. 2 things, why didn’t they tell me it wasn’t due a service when arranging the service and why didn’t they clear the car when they said they would. This wasted 3 hours of my morning and a 30 minute car drive to get to the dealership. I found it very poor service and they should have known my car wasn’t due from the service plan I took out. Premium car, NOT premium customer service.

When attending Stratstone Derby- the staff were all very kind but the man who served us Josh Vardy was incredible and did a great job.

I took my BMW Z3 for some personal number plates to be made and fitted.Alex in the parts was excellent in dealing with this request.They fitted them while I waited and did a excellent job.I don’t know the lady in service who dealt with me for payment was very professional. Great job.Many Thanks. Mr hall.

Purchased new car via salesman Stefan. Kept well informed throughout the whole process, were attentive to our requirements and budget, were on time with their meetings with no feeling of being rushed. Had great hospitality whilst waiting for documents. On collecting the car made to feel a bit special with an unveiling 🙂

Dreadful company, avoid at all costs. Car went in under warranty and then told that is was not covered because allegedly something that had happened two years ago made the warranty invalid. Had to call multiple (and I mean multiple times) to speak to anyone - try it they never answer the phone (01332 369511). Don't not do business with them

Purchased my new bmw, (approved used) !
Josh Vardy answered all my questions etc , had a good test drive ,came back and struck up a deal, part exchange my 430 , Josh kept me informed up till the day of pick up , great hand over, car was looking great , from receptionists to sales men, and parts team they really do look after you !