Stratstone - BMW Derby Reviews 

I have been trying to book my car in for a service for 2 weeks, been promised a call back at least twice and called at least 3 times without requesting a call back.

I wouldn’t normally write reviews but after poor service on two other occasions from this site I wonder what has happened; they used to be excellent.

I have been unable to get hold of anyone to add a brake fluid change to an existing booking at Stratstone BMW Derby. The dealership provided me with an email address to contact them on, but this turned out to be just a centralised BMW email. The people there did contact the dealership on my behalf and said the dealership would call me. That was 10 days ago and I have heard nothing. I still don't know if I have a booking or not.

That's what you asked me to do last time and I still heard nothing back.

Had an issue of my own making with the car and called bmw derby having previously never used them at all.
Spoke to Ella she said bob in we will have a look.
The technician looked and said what the issue was and arranged for the parts to be delivered.
Ella was very helpful and is a credit to BMW Derby i wish all customer interaction was as good , well done you I will stay with Bmw just for that experience as simple as that
Thanks

I visited BMW Stratstone Derby back in March 2023.

I was interested in purchasing a BMW 330e. To begin with the service was great and very friendly and helpful.

I test drove a few cars, in the end I had one shipped over from another branch, having paid £250.00 to reserve the vehicle and purchase if I was happy with it.

The car arrived and we made the journey up to test drive it, I was excited, however, upon test driving the car I noticed what appeared to be a crack in the infotainment touch screen, upon further investigation it turned out to be a scratch, a deep one.

I reported this to the salesman and they got both their manager and an engineer from the mechanical/servicing team to have a look. They all assured me it was ok and wouldn't worsen despite my concerns about potholes and bumps potentially causing it to develop further and shatter entirely.
I was told they wouldn't be replacing the touchscreen / infotainment system as they "don't make much profit from used car sales"... I decided to leave it with them as they gave me three options, 1 replace the screen, 2 source a different vehicle or 3 give me a refund.

...9 days later, I managed to speak to the salesman (this was after calling them 4 times, leaving voicemails and messages and having to put in a written complaint to their head office formally requesting my deposit back) ...

The salesman informed me that they were apparently replacing the screen... (after I had received my deposit) salesman then said that if I didn't put the deposit back down, they won't replace the screen...so which is it? You are either replacing the screen or you aren't?

Waited to hear back from the manager (Matt) returned his call twice.... never received a call back.

Needless to say I decided to walk away and have since purchased a BMW elsewhere... and their service was impeccable! I would never ever go back here again.

Disgraceful service.

Done a deal with a trade in end of January it took the 3 months to settle the small outstanding finance with BMW financial services , they also wanted an £250 deposit although the net deposit was over £13 k because I had no V5 at that time , they had the V5 within 1 week and as of yet still not refunded the £250 deposit despite numerous requests. To sum up avoid at all costs go to another franchise as I can see with reviews from others I was not alone.

Easy 5 star. Great communication, car in perfect condition and a very easy process. All thanks to Matt Shevloff. He was very supportive through the whole finance process and the car was ready the day after I got my finance agreed. Thanks for everything Matt and if everything goes to plan I’ll be back for a Beamer in a few years.

Excellent 5⭐️s…100% efficiency,communication,everything I needed or wanted was done Asap.. The wonderful Matt Shevloff went above & beyond all of our needs …. Couldn’t fault him in anyway at all!! Would 💯 recommend this garage (alto 4hrs away from me) had my car 🚗 delivered in 3 days !!! Will defo be back when I need an upgrade… many many thanks for all you did Matt 👍🚗👍 …..keep up the excellent work, you are a credit to them ……

Picked up car today. Service from Alan Prior was first class. Helpful, efficient and friendly. Explained everything I needed to know.

Stratstone BMW Derby, absolutely poor customer service, we paid a holding deposit on a BMW they had listed on their website, we called up and discussed the car and price and were told this was the correct selling price so we placed a £250 holding deposit, we were then called later that day to be told the sale price had been wrongly advertised and the car was being reviewed to be relisted so we asked for our refund back to which they agreed, we have been and still are waiting for our deposit 13 days later after multiple phone calls and emails being told each time there has been a problem and they’ll process the payment again! We are still waiting, how a business can be run like this I have absolutely no idea. Please think twice about paying this garage any monies up front.

I want to say a big Thank You to Sadia Rani she was incredibly welcoming and helpful. It was wonderful experience as I had my first BMW. Would definitely recommend to others.

Following review of website phoned Stratstone Derby to check availability of X3. Spoke to Matt S and explained I would like to view but was 130 miles away
Straightaway he arranged a wash and made a video same day and emailed
When through various options and I paid a small deposit to hold car agreed part exchange and paid balance and arranged Car delivery and arrived as agreed and looks and drives great
Matt S completed all his promises even responding to emails in his day off and at evenings
Thank you Matt

Terrible customer service from stratstone in derby.

Was promised callback today Thursday 16/02/2023 by somebody called jasmine

No callback from her Whatsoever on my mobility car that has been at stratstone derby for 10 days or more.

Customer service totally lacking in compassion for motability clients.
I depend on my car to be able to live a normal life like going shopping and visiting friends.

Stratstone derby had promised me that they would keep me informed on progress but it never happened

Motability operations have supplied me with a hire car in the meantime and I praise them for their input.
But stratstone's customer service is appalling and are not fit for purpose especially for motability clients

Come on JASMINE give me a callback as promised by stratstone in Derby and keep me informed as to what the holdup is.

Michael Richmond.

What started off as an excellent experience when purchasing the car turned into a nightmare with the after sales service- some of the most horrific service I’ve received from anywhere regardless of industry.

I traded in my car on 12/12/22 and purchased an approved used one through BMW Stratstone Derby due to it being a main dealer and expecting the after sales service to be excellent, which is why I Didn’t go elsewhere. I took away my approved used car and left my trade in with Sadia, who was excellent throughout the sales process and very helpful. There were some issues in getting the logbook immediately as there was a private registration on the trade in, but after paying extra for next day recorded deliveries to the DVLA to minimise downtime to the dealership, this was all completed on 29/12/22. I had confirmation from the DVLA that the logbook had been sent to BMW Derby, and sent these proofs to Sadia so that my trade in could be settled.

On 05/01/23, a payment for my trade in came out which I enquired with Sadia about, to which I got no response. I chased again on 11/01 and asked why the logbook for the car I purchased hasn’t arrived yet, to which I got a response on 12/01 saying that the DVLA striking has complicated things. I chased again on 18/01 as the DVLA confirmed to me via phone that the logbook had been sent out to BMW so should’ve been recieved by now, but BMW have not sent out the logbook for the car I purchased. I then paid for recorded delivery to the DVLA again so that I could get the logbook 5 weeks after I purchased the car because it was not sent off by the dealership.

Within this timeframe I called BMW Derby at least 10-20 times and was promised calls from sales/business managers- but nobody called me. By 23/01 my patience had worn thin and began calling the dealership a couple of times a day asking a manager to contact me to resolve this as the 2nd payment for my trade in was due to come out.

I finally got through to Sam on 25/01, one of the business managers, who said he would investigate this for me and call me back later that day. I did not receive a call and gave the benefit of the doubt as I know how busy dealerships are at the end of the month. I then called back myself on 27/01 as I still did not recieve a call back and held for 16 minutes where nobody answered the phone.

By 30/01 I was becoming very frustrated and asked to speak with Sam, where I was told he was in meetings and need to speak to Aidan who is the sales manager instead- but I need to email him as he was unavailable to speak due to it being busy at the end of the month. I received no response from Aidan so called back again asking if the email had been received as nobody called me, and they told me someone will call me shortly. I then finally got a callback from Sam, who said they still Don’t have the logbook yet. At this point it was clear that the logbook being lost was not my fault- and so Sam said he would call me later that day to confirm if the settlement payment had gone through.

To no surprise I did not receive a call, so called back on Wednesday 01/02- where I was told that Sam would call me back when He’s free. Again, I did not receive a call until today 03/02, where Sam finally confirmed that the settlement was successful and that he would reimburse the additional finance payment made. He apologised and that was the end of that.

In the end, I was expecting more than just a sorry to compensate for all the time wasted and stress caused by the ridiculous lack of service that I received from a BMW main dealer- so do not expect any level of after sales service if you have any issues.

Having previously had very poor experiences at car dealerships, we entered the showroom, very much on the offensive. Having met the salesman Wayne Stillwell and been greeted favourably, we were a little more relaxed. Wayne engaged us in conversation regarding our options and we didn't feel that he was pushing us into a decision regarding our next steps. Wayne was able to give us enough information to be for us to be able to decide that the purchase of another BMW was for us. He then arranged for us to take a test drive, without the fuss that we have experienced previously. Once we had decided on the options we wanted, which were very well explained by Wayne, the next steps were taken.
Wayne's confidence does not spill over into cajoling or insistence, which left us walking away from the showroom with the deal done and no regrets or bad taste in the mouth.
We would recommend speaking to Wayne Stillwell as his conduct and reassurance is rare these days.
We would also recommend Stratstones of Derby to anyone looking to make their next car purchase.

I ordered my 330e from Alan on 5th January and was able to collect it on 10th. The whole process was smooth and efficiently dealt with by Alan. I was made to feel very welcome at the showroom and the car was immaculately prepared. I cannot commend Alan Prior highly enough. I would definitely go back for my next BMW. Thanks to Alan, and all at BMW Stratstone, Derby, who were so helpful.

Visited BMW Derby on NYE 2022 to test drive and potentially buy a hybrid 3 series. The sales assistant Ackeel was extremely helpful and knowledgeable. He made the process seamless and enjoyable so thank you.

I have recently purchased a BMW from the Derby Stratstone dealership and was dealt with by Matt Lee-Shevloff.

Matt was an absolute pleasure to deal with from start to finish and made the entire process of buying a car so simple and straight forward.

He was so professional throughout and delivered on literally everything that he said he would do. He helped with the minefield that can sometimes come with buying a new car. He literally kept me updated daily on the progress of the car with regards to being able to collect etc.

I have dealt with many car sales people over the years but Matt most certainly has the edge over anyone else I have ever dealt with in terms of knowledge and willingness to go out of his way to assist me. He is a real credit to Stratstone and the BMW brand.

I would also like to mention the Reception Team who were very welcoming from the moment I walked into the show room. It was refreshing to be met by smiling faces who obviously enjoy their jobs.

I big thank you to Wayne Stillwell and the team at Stratstone BMW Derby for helping me choose and spec. my ideal 530d.
Wayne was very friendly, knowledgeable, professional and a great person to do business with.

Just picked up my i4 M50 on Tuesday, cannot commend Alan Prior highly enough. The delivery process was fantastic, a very memorable special experience. I wouldn’t buy anywhere else and the car is brilliant. Thanks to Alan, and all at BMW Stratstone Derby, who were so helpful.

Hassle from the start.......Purchased vehicle in Feb 2022.Custoemr service excellent whilst buying and then problem after problem.
Firstly, it took 2 months to get a spare key for the car (which I was not informed about when purchasing). I then noticed some marks of the paintwork on the car-turned out to be overspray from a cheap smart repair. Took months of battling, phone calls and pushing to finally get it sorted out at Chesterfield Stratstone.
Now paint is bubbling on back door, 2 and 1/2 months of phone calls, going into the showroom a no-one is interested in sorting the issue out. Promised call backs time and time again and still no further forward.
Gone to try and sell the car-just found out the vehicle only has part service history. It was sold with full service history. Definitely would not recommend this dealership. This is the worst £30,000 car I have brought! Will never purchase from here again!!!!