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5.0SERVICE
5.0Our 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.
257 ratings and 155 comments received in the last 90 days.
04 September 2025
I did have a problem with the digital completion of the forms. There were sections, which did not apply to me, and gave me no options. However, Mr. Horner was able to adapt the form for me, but I did find it frustrating. Otherwise, it was brilliant.
03 September 2025
Great customer experience. Will recommend Chris Walford to family and friends
01 September 2025
From our initial enquiry, to driving away in our new car, everything was very professional, friendly and efficient. George Hyams, (sales exec) was excellent.
30 August 2025
George Hyams was excellent from start to finish- helpful, knowledgeable and enthusiastic, nothing was too much trouble. He is a credit to your business.
30 August 2025
Sam, our sales agent, was helpful, informative and enthusiastic from the first time we visited Stratstones. We hadn't made our minds up on what brand of new car we would purchase so it's literally down to Sam that we made our BMW decision in the end
26 August 2025
Smooth seamless process with excellent communication along the way
24 August 2025
The handover was excellent. No time pressures and genuinely interested about wanting to make certain I was happy. Sam is a credit to the Dealership. His knowledge and passion about the product shines through.
16 August 2025
Very professional service and put matters right when there was a slight issue with the car spec
14 August 2025
Daniel Scantlebury was really helpful in supporting us to make sure we got the BMW we wanted, taking time to listen to us and work with us to get the best car we could. We're really pleased with our new BMW!
05 August 2025
See above
03 August 2025
I was treated very courteously my new vehicle was nicely displayed in the showroom, Nikki the hostess was very nice, also the salesperson Ben Mason was very good and a pleasure to work with both with my part exchange on the purchase of a new vehicle
29 July 2025
George was always reachable and able to give me updates on the progress of the order.
29 July 2025
Sam Griffey was brilliant, so helpful he went out of his way to make sure that everything was just right for us, we were made to welcome, nothing was too much trouble for Sam.
28 July 2025
Have been really attentive throughout the experience.
22 July 2025
Nadia feels like a friend now - I feel well looked after as well as being able to have a giggle. Everyone is friendly and welcoming at the dealership, they are all a great asset to BMW
21 July 2025
Everything was made simple to understand, from finance agreements to paying the deposit.
19 July 2025
All seamless and efficient, Nadia Burton had everything arranged and when I was not able to get to the BMW Centre, she took it upon herself to personally deliver the vehicle to my home.
10 July 2025
Happy as all went well except for delay due to car transporter breakdown which could not have been anticipated.
06 July 2025
Everything went extremely smoothly and I even got my car earlier than expected
03 July 2025
Great, thanks to Dan and Adam!
01 July 2025
Great service Knowledgeable and very helpful staff
26 June 2025
Extremely attentive
16 June 2025
Very, This is the second vehicle that Nadia Burton has arranged for us and we are very happy with both, Nadia is a real asset to your organisation...everything was arranged and taken care of at every step.
07 September 2025
Did what was needed speedily while ivwaited
05 September 2025
I needed a stewpot to be done on time, and it was delivered
03 September 2025
Top customer service as ever. Steve Brand in particular
01 September 2025
Friendly and professional contact and service. I like having a regular service advisor, in whom I trust.
01 September 2025
Steven and Stephen are both very methodical and thorough. They have a huge amount of experience and that is reflected in the dedicated service they provide.
01 September 2025
Had the car ready in a good time
31 August 2025
Expensive, but necessary. Visibly detached Rubber offside rear door trim completely ignored, but then I had forgotten to mention it. Brusque, matter of fact, interaction with male at reception when paying.
31 August 2025
The staff are always friendly and helpful
29 August 2025
Fast and efficient.
28 August 2025
Helpful, friendly team. Customer focused keen to assist. Impressed by customer service generally and vehicle health check video provided by technician. Informative and delivered in an easily understood way.
27 August 2025
Everything was good except it would have been nice if a car was available for me to use considering there was a line up of demonstrators outside of
26 August 2025
Brilliant experience
26 August 2025
Team are clear on what needs to be done. Nice friendly team
26 August 2025
I always receive very good service from the service reception team. On this occasion I was seen by Steve Booth, who was very friendly and helpful.
26 August 2025
Straight forward process and very friendly and understanding staff.
25 August 2025
Everything went to plan
24 August 2025
Quite a long wait to drop the car off and loan car was filthy.
23 August 2025
Easy to book in and service advisors are excellent.
23 August 2025
Very good service all tound
23 August 2025
Very pleased with the service and the people who ensured my car was looked after
21 August 2025
Car was looked after and everything done was explained felt like no one was trying to make extra money doing unnecessary works.
21 August 2025
Brilliant staff
20 August 2025
Did everything expected
20 August 2025
I was asked phone the service dept at 9.15am. I had to complain to BMW UK before I could get a reply. I received a call at 11.45am. Not good enough.
20 August 2025
Very helpful. Steve explained things clearly.
18 August 2025
Everything was explained in clear detail
17 August 2025
As above but also I was sent a video of the MOT which was very interesting and explained everything to me
17 August 2025
Nice, easy and simple, great people to deal with
15 August 2025
Service completed the work efficiently. So 4Stars I ordered parts from part department was told the glass would only be a few days but the mirror cover around a week because it needed painting This all tookover 3weeks in the end with no communication
15 August 2025
Steve Booth brilliant and very knowledgeable. Really friendly and provided lots of extra advice for service plans and warranty's etc.
15 August 2025
Excellent service and support from Molly and the team
14 August 2025
Steve Brand
14 August 2025
Once again, Steve made it easy for me to understand the issue with the car and what the best steps were for it. I won't go to anyone else.
12 August 2025
Paul and Steph in service were outstanding
12 August 2025
First class service
11 August 2025
Good and officiant staff
11 August 2025
Quick service and courtesy car was a simple process
10 August 2025
Very easy to deal with
09 August 2025
Very impressed
08 August 2025
The service was carried out on time and at the quoted price.
06 August 2025
Helpful service staff
04 August 2025
The work was finished on time but I had to phone to ask that the extra electrical work required was completed before I collected the car- otherwise it would have had to be booked in and come back again
03 August 2025
The car was cared for exceptionally well and Stephen kept me updated throughout the entire process.
03 August 2025
Problem with communication when car was being checked for a problem with engine coolant. Nobody called to tell me when car would be returned and the car was kept overnight with no warning. I couldn't speak to anyone when I tried to call in
03 August 2025
Because vehicle was returned to me very clean and at the time I wanted it.
02 August 2025
Totally satisfied with MOT process.
02 August 2025
Couldn't be bettered
01 August 2025
Service aspect 5/5. Problem diagnosis was not successful though despite some time being spent with me on test drives and investigation. So £216 spent but no solution unfortunately.
01 August 2025
Problem analysed. Booking made for fix and courtesy car supplied. Plus the fix worked!
31 July 2025
Friendly and professional service, nothing is too much trouble, the service and parts department are exceptional.
31 July 2025
Achieved exactly what was needed
31 July 2025
For reason in 1st question
31 July 2025
The experience is not a complete 5 stars as this was the second attempt for a service.The first visit could not be completed. This I am told was due to Motability not responding to requests from the staff.
30 July 2025
No problems.
30 July 2025
Very responsible to insuring that every need is catered for.
29 July 2025
Very
29 July 2025
Pleasant service personnel who kept me informed but quote for new tyre was hugely expensive compared with SE Tyres. In comparison when Toyota changed a tyre on my RAV they charged virtually the same price as SET.
29 July 2025
Steve Brand handled it well as usual and and also booked my wife's car in for 2 weeks time
29 July 2025
The air conditioning service was halted because a faulty condenser was quickly identified. I was pleased that you reported back to me to make a decision on whether or not to continue.
28 July 2025
Quick and cost effective, so far no further issue with the car
27 July 2025
Response above, incompetent service, seems oblý responsive in selling cars.
26 July 2025
No work was required after recall which regrettably took most of the day travelling to and back from the garage
26 July 2025
As above
24 July 2025
Whilst there was an issue over a matter regarding my car this was quickly and effectively dealt with by the team. Good Communication amongst the team was clear and to the benefit of customers
23 July 2025
As above
23 July 2025
They took very good care of me and my X3
23 July 2025
Please see above. Service was carried out efficiently and professionally, the car returned promptly and in pristine condition.
23 July 2025
Steve and the young lady who served me (name escapes me and I apologise) were good.
22 July 2025
See above
22 July 2025
extremely helpful, welcoming and smiley young lady on service reception.
21 July 2025
Fantastic service as always, great friendly staff and very helpful.
19 July 2025
Steve was great. Very personable and friendly and an easy experience from start to finish
17 July 2025
Clear communication, good explanation, efficient service.
17 July 2025
When a service agent said hello Mr Smith I was very impressed and felt special .
17 July 2025
One of the beat service experiences i have add with any car and with this bmw. Very professional, efficient and I can trust their advice and recommendations. Also like the video reviews. Callout to Steve at the front desk who was great
15 July 2025
The job was completed when Steve said it would be
15 July 2025
Steve was very professional and attentive
15 July 2025
The service was carried out in a professional manner and the information was very helpful.
15 July 2025
Car returned on time and with very good report
14 July 2025
As above
13 July 2025
Very friendly and efficient
12 July 2025
No fuss booking the time I wanted and the car was ready at the prescribed time
12 July 2025
bmw sells EVs but dont bother to have sufficient infrastructure to ensure customers can park n charge. I dont have home charging. driving is an inconvenience. uk is sxxt at rolling out charging. any visit to BMW is a 50m inconvenience.
11 July 2025
See above
10 July 2025
See above
10 July 2025
Steve Brand goes over and above for his customers and is a credit to the business
09 July 2025
No dramas
08 July 2025
All items addressed
07 July 2025
Really satisfied and easy to arrange everything
07 July 2025
The service was performed competently and on time.
07 July 2025
The team are lovely - really helpful, however they just didn't take care of my car. The dash wasn't refitted properly (I had to go back in to get them to fit it) and my centre console was completely scratched up with paint flaking off after they took
07 July 2025
Steve was very helpful and efficient. He answered all my questions and kept me updated all the time.
06 July 2025
Have used this dealership (in its various guises) & frontline staff since 1993 and receive friendly, knowledgeable & professional service.
05 July 2025
Steve Brand is an excellent ambassador for the brand and for Stratstone Tunbridge Wells
05 July 2025
Very satisfied
05 July 2025
See above
04 July 2025
The service, as I have said, is excellent particularly the service received from Stephen Brand who I always make a point of seeing as he is always helpful.
04 July 2025
Had to liaise with a recovery firm to get my car in for sorting out. Good liaison between Stratstone and the recovery firm and the work needed (electronic handbrake had jammed) was sorted out quickly and at a price I was happy with.
03 July 2025
Exceptionally quick service
02 July 2025
The service i receive is always top notch with polite knowledgeable staff
01 July 2025
The car wasn't ready when I returned to collect it and had to come back the next day. The complimentary car wash was not done
30 June 2025
Great service
30 June 2025
Always difficult to reach to find out if service is complete and no problems. No updates provided - usually get a video that at least tells me something is happening! Had to call at 4.30 to find out if was ready or not - took ages to reach a human.
29 June 2025
Great communication and job completed.
28 June 2025
Good costumer care
27 June 2025
The service level was significantly improved over all previous visits very noticeable from the information provided on the phone to the efficiency in person.
26 June 2025
Would have been 5 stars but they are expensive in my view. Mind you this visit was for a fixed price MOT so not relevant in this case
26 June 2025
Was just an MOT but car was washed and vacuumed as part of it
25 June 2025
Steve Brand is my go to person and helpful as ever. I always book a waiting slot as I enjoy the peace and quiet in the showroom waiting area!
24 June 2025
We had to take the car back, because we had issues with the off peak charging. The engineer didn't think there was anything wrong and we ended up sorting out the problem ourselves..
24 June 2025
Great service from Molly
24 June 2025
Given 4 stars as was a bit frustrated that wait was longer than expected although this was explained that I may have to wait longer on the actual day
23 June 2025
Easy and welcoming
23 June 2025
excellent
23 June 2025
Completed as indicated when booking the service
22 June 2025
Smooth & efficient service delivery
21 June 2025
Car was in excellent order, despite it being dirty when I handed it over it came back spotless!
21 June 2025
Great service, friendly staff
19 June 2025
Wasn't time to get the car cleaned but we were told we could come back for that which was kind
18 June 2025
Steve Brand was very good and helpful, nice customer service. Showed me where the nail was in my tire. Left feeling pleased with my visit.
18 June 2025
The car was serviced as stated and within a quick time.
18 June 2025
Work done within time specified
17 June 2025
The work was carried out on time, including the car being cleaned
17 June 2025
This is not individual related. BMW colleagues in Tunbridge Wells are helpful and have great manners. The appointment booking system suggested I could have a loan car but it was not the case. The system should reflect was is available.
16 June 2025
Kept informed, easy to book, helpful friendly staff
16 June 2025
Excellent service from the team at Stratstone esp Steve Brand
15 June 2025
As above
15 June 2025
Car serviced and MIT completed in a timely fashion.
14 June 2025
A 7cm white mark was left on my wing, this was promptly dealt with and polished out, however this should have been spotted before handing the vehicle back.
13 June 2025
Repairs always done efficiently returned clean and tidy
13 June 2025
Professional, polite, and clearly summarised the work and provided excellent feedback. Amazing service from the team with a shout out to Stephen Brand for looking after me.
05 September 2025
Easy comfortable experience given time to go through the car no rush