- Home
- About Stratstone Tunbridge Wells
- Stratstone Tunbridge Wells Customer Reviews
OUR CUSTOMER REVIEWS
SALES
5.0SERVICE
4.0Our 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.
303 ratings and 154 comments received in the last 90 days.
05 January 2025
Sam Griffey, the sales executive who looked after me, was a pleasure to deal with, quickly understanding what I was looking for from my next vehicle. He was able to quickly source a brilliant vehicle. The process was very smooth and easy to follow.
04 January 2025
Great sales lady (Cassidy Roberts) in selling and handing over, everything was so so smooth.
30 December 2024
There were a few minor hitches during the sales process (my finance application and accessing the forms on my mobile telephone) but these were resolved quickly and without any drama. Nadia maintained communication throughout the whole sales process.
28 December 2024
Very satisfied ordered on Friday picked up on Monday
28 December 2024
All round satisfaction.
22 December 2024
Alan, our sales representative assisted us in obtaining the car we wanted to our satisfaction.
21 December 2024
My sales executive was Cassidy Roberts of BMW Stratstone Tunbridge Wells, BMW, Motorrad, & MINI Centre's. I would like to commend Cassidy for helping me out at every step of the process, her knowledge, patience and communication skills are second to
09 December 2024
Olivia Cosgraves' service from sales enquiry through to collection has been excellent. She kept me informed on all the things I need to know, always helpful and prompt with her responses.
05 December 2024
Nadia looked after every detail as did the other staff supporting her. Nadia and all the staff were very attentive and couldn't do enough for me.
04 December 2024
Always polite and helpful.
03 December 2024
It was an awesome experience easy to park and everyone was friendly, nice and clean.
25 November 2024
First rate customer service from my agent Ben. Kept me informed of delivery issues . Walked me through the buying process.
22 November 2024
Paperwork was easy
18 November 2024
Olivia was extremely responsive throughout the experience, often replies within minutes. She was extremely knowledgeable about the brand and helped to alleviate any concerns I had. I would absolutely buy from her again.
18 November 2024
Everything was as I was told
16 November 2024
Very helpful and happy to explore all different options
14 November 2024
Speedy and efficient
13 November 2024
Nadia Burton looked after me throughout the whole journey, even responding whilst on leave, couldn't fault the experience
13 November 2024
They took the time to go through everything and nothing was rushed
09 November 2024
All good when ordering then I feel I was on given incorrect delivery times of car as I was told it was being delivered in two weeks of me ordering and in fact that was never going to happen on still leaving factory.
07 November 2024
Excellent dealership. Helpful and knowledgeable staff.
04 November 2024
Nadia made the experience very effortless and was able to answer any questions I had.
04 November 2024
Love the hot chocolate Salesman very friendly Did their best in difficult circumstances with supply and systems
04 November 2024
Helpful and polite staff
25 October 2024
The whole process was easy and personal.
23 October 2024
Nadia was communicative and helpful throughout the process of trading in our old BMW and purchasing the new car.
22 October 2024
Nadia was brilliant, made everything easy and simple, regular communication, reliable and professional throughout. Financial lead was also excellent and thorough.
15 January 2025
Great service, very professional and good communication.
13 January 2025
Courteous helpful service
13 January 2025
Really good help and advice.
13 January 2025
Very professional and friendly service from Steve Brand, Service Advisor at Tunbridge Wells. My car was repaired on time and I was notified promptly when ready. The vehicle had been washed and was ready for me at collection.
12 January 2025
The team were helpful and attentive.
12 January 2025
No courtesy car available, no escalation to work with their partner Strastone Leeds to make this experience better for me as a customer, the service centre didn't have any spare tyres to do a final test, more inconvenience. Not a great experience.
12 January 2025
Everyone in the process was very professional and polite. Although, I couldn't actually book the sit and wait service and MOT, but they knew I had to stay and wait anyway, it was all completed by lunchtime, which was very much appreciated
11 January 2025
No fuss, good communication and excellent quality of work carried out
09 January 2025
Did all was required and provided updates throughout
09 January 2025
Didn't keep me waiting very prompt
09 January 2025
Work carried out to time . Kept advised as to progress.
03 January 2025
Helpful staff
30 December 2024
Car wasn't cleaned properly.
30 December 2024
Giving excellent service experience to customers.
29 December 2024
Courtesy car was cancelled day before appointment. No follow up appointment was made, I had to call in. When car was with dealership we called in and asked for the battery to b checked- no record if it done. A week later car got stuck at home.
29 December 2024
I have often been assisted by a man called Steve in the service department. He is extremely helpful, again very friendly, and very professional. It would be impossible to find anyone better.
26 December 2024
Very satisfied
25 December 2024
Took my bmw for investigation no heating All I could hear they blame wrong coolant in system not approved by bmw and I try to tell them the car is not under warranty so it don't have to be bmw coolant and they keep asking for more hours for investig
24 December 2024
Was delt with by Steven Brand lve been coming to you for a few years know l always try to see Steven l know l am in good hands He must be a great asset to your team
24 December 2024
All good.
20 December 2024
No issues
19 December 2024
When physically in the showroom room, as above. Rating impaired by the telephone system.
19 December 2024
Very satisfied
19 December 2024
Must of had the worst car wash I've seen was basically half done I had to take it to be cleaned when I picked it up and this is something you don't expect with a brand like BMW
18 December 2024
The car was very well looked after on the day by Steve Brand. The work performed was to the usual very high standard.
18 December 2024
Did everything they said they would and were quicker than anticipated..always a good way to impress a customer
17 December 2024
A good professional service
17 December 2024
Communication could have been better. A phone call to me only rang once and was put down.
17 December 2024
Did not feel the customer service I expected from a main dealership
16 December 2024
See above
16 December 2024
Steve was very informative and easy to talk to about my service and the information provided on the service sheets etc. My car was booked into a specific time slot and was delivered back to me within the time scales that I had been given.
16 December 2024
I was waiting whilst my car was repaired and it was done straight away excellent
14 December 2024
Reasonably priced repair
12 December 2024
My steering wheels got scratched after the MOT. We told them immediately. They said an email would be sent on the update of the repair. No news for 1 week. I called and they asked again for my number (& email), promised to get back by today but didnt
12 December 2024
Always helpful and friendly, nothing is too much trouble for them. I know my cars are in safe hands with them.
11 December 2024
Excellent service from Steve Brand and his workshop colleagues.
11 December 2024
No problems
10 December 2024
Product recall for a new airbag. Job done in the time advised, about two hours. Car was valeted as well.
10 December 2024
Very satisfied
10 December 2024
Steve Booth was very helpful and explained things with care and attention and brought in colleagues to provide further input. He was great! Customer: David Wende
10 December 2024
Excellent service. Went out of their way to accommodate my requirements.
09 December 2024
recent service was larger than usual. Steve contacted me to inform me and get my agreement before the work was carried out. contacted me when work was complete, and immediately made contact with me as I arrived in the showroom.
09 December 2024
Good communication.
09 December 2024
A complicated and high value (£5k+) repair was diagnosed and repaired in just over a week, I was also kept up to date with rising cost on almost a daily basis.
09 December 2024
Steve Brand was very personable. He rang to confirm the works being undertaken prior to commencement and kept me updated.
07 December 2024
Steve Brand particularly, is an excellent representation of providing 'good service', keeping me informed of any issues promptly, and assisting me in getting to a satisfactory resolution.
06 December 2024
Very helpful staff
06 December 2024
Great service. Clear communication.
05 December 2024
Prompt and courteous,
05 December 2024
I needed work done and it was done.
04 December 2024
I received best service so far.
04 December 2024
I came in as a recall for the driver's airbag. The work was done in 1 hour and everything went off without a hitch. Thank you
04 December 2024
Happy
03 December 2024
Everything was performed efficiently and on time. Excellent service. Well done.
02 December 2024
Staff attentive and on point
02 December 2024
Value for money was an issue. An oil change cost 350£ seriously?
02 December 2024
Everything was dealt with very well by their service representative
02 December 2024
Excellent customer service
02 December 2024
The man who saw me in was so slow take him 15 mins to put me on to the system, really needs more training. Just a disappointing process
01 December 2024
Car was ready on time ! Sorted , clean and car provided.
30 November 2024
The Service Department representative, Steve Brand, could not have done a better job. He ensured that the car went I promptly (as I was waiting) and ensured the car was not washed per my request and that the work was completed as quickly as possible.
30 November 2024
The winter check appeared very thorough, the Service personnel very helpful and the vehicle returned to me in a sparkling condition.
30 November 2024
Good team
29 November 2024
Did ask about battery not holding as many miles as previously and using more miles up than in previous year. Was told way I drive! Which hasn't suddenly changed after 2 years.
28 November 2024
Everything worked out as anticipated.
28 November 2024
Two day delay in getting my car back due to mechanic breaking something
27 November 2024
Service completed to satisfaction.
26 November 2024
Great service
26 November 2024
Overall good service but difficult To get through to service on phone
26 November 2024
Steve very helpful and professional
26 November 2024
The experience is well managed and the work carried out was smooth. The costs were reasonable. The service advisors are friendly and helpful. I enjoyed my visit. Steve Brand was my Service Advisor for the day, comments as above.
25 November 2024
Easy to deal with, everything was completed when they said it would be
25 November 2024
Promptly dealt with. Steve Brand very customer focussed as usual.
24 November 2024
Great service from Steve Brand (& not forgetting the mechanics & engineers of course)
23 November 2024
The personal level of service given by Stephen Brand once the car was booked in was great. But getting the car booked in was hard work, because the online booking link in the service remonder email didn't work, and no-one answers the phone
23 November 2024
Easy to check in online
23 November 2024
Steve brand has looked after me a few times now and is always great to deal with
23 November 2024
Service advisor Steven was brilliant! He had a good technical knowledge and quickly understood the problem with car.
22 November 2024
Overall, very satisfied, particularly with Steve Brand who looked after me exceptionally well. However, getting in telephone contact proved to be regularly challenging, with multiple menus having to be navigated, only to then have to hold further.
22 November 2024
Good service at reasonable price.
22 November 2024
Delivered ahead of time excellent communication from Steve.
22 November 2024
Steve took care of the car and was excellent
21 November 2024
It was very easy checking my car in and I was kept fully updated and informed by the chap who was assigned my car - Stephen Brand.
21 November 2024
Would be a 5* for the actual service but the quote given for the paint work was extremely high
20 November 2024
Warranty work done affectively
20 November 2024
I was treated courteously by your Service Adviser Steve Brand who was extremely helpful and I was very happy with the service I received from him.
20 November 2024
Same answer as before
20 November 2024
They managed to get my car looked at earlier than anticipated minimising the disruption being without a car had on me.
19 November 2024
Simple drop off - kept me updated on progress - all done half an hour early - and gleaming washed car
19 November 2024
Touch screen check in didn't work, no queuing system, fortunately all customers were civil. No reminder of appointment which was unusual. Despite this very lovely staff and great in person customer service. Car came back great which is main thing.
19 November 2024
Excellent service.
19 November 2024
there was nothing to complain about
18 November 2024
Very very poor service. No attention to detail. Shockingly bad service. It is seriously mind blowing how inept Arden Tunbridge Wells are. READ the reviews,they are not good.
18 November 2024
Great service. Given complementary LEGO set for children to apologise for recall was a nice touch.
18 November 2024
No delays and done with courtesy, efficiency and promptness.
18 November 2024
All very friendly and helpful, just not five stars as cat came back with warning lights still on and tyre pressure..
15 November 2024
On this occasion - very disappointed. Whilst I receive polite attention personally, the resolution of the repair to my vehicle was unsatisfactory. The fault is an integral fault in the vehicle. BMW are aware of this fact. 3 working days to resolve.
15 November 2024
Issue resolved.
13 November 2024
It was easy to talk to Steve about the essential work needed and how to manage the cost. He was attentive, courteous and kind. He also went beyond expectations in the way he liaised with the service engineer for me.
13 November 2024
Professional and attentive service provided by Steve Brand and his colleagues at Tunbridge Wells dealership.
12 November 2024
excellent service
11 November 2024
... ready for collection. I expressed my displeasure and recounted what had happened since I had delivered by car the morning before. I said that it was far from the premium service expected of a premium brand. The service mananager apologised and ..
11 November 2024
Very good as always
07 November 2024
Great lady showed care and friendliness and professionalism.
07 November 2024
Staff were friendly and efficient.
07 November 2024
Awful. Truly awful. The impression when you walk into the showroom feels like a boiler room sales environment. I've also paid for a car service whereby the health check video wasnt sent to me, nor was the car valeted.
05 November 2024
Absolutely appalling. I spent 3 days ringing, leaving my phone to ring for over 45 minutes on one occasion. Not once was the phone answered. I will not be taking my car back here.
01 November 2024
all staff pleasant and helpful
31 October 2024
Steve has always been very helpful
31 October 2024
I was given a loan car for the recall work but despite having mine being automatic, I was given a basic manual vehicle without being asked if this was suitable
30 October 2024
Polite and ready on time
30 October 2024
I was sent through an appointment of 10.20am and ready by 11.50am. By lunchtime I'd not heard anything so called to chase, got a call back at 3pm and told it had not been looked at yet. I then had to wait until my work day had finished to collect.
29 October 2024
All queries answered
29 October 2024
Stephen Brand in Tunbridge Wells dealt with all issues well
29 October 2024
They did all that was required and were pleasant and polite.
28 October 2024
The customer service team are obviously very overworked or the team needs to be bigger. My car went in on the Thursday 17th. I was promised phone calls on the Friday/Monday/Tuesday, I received none. I phoned several times but nobody phoned me back.
27 October 2024
Excellent service and follow up. The car was done before the expected time and we received a personal call to pick up the car. We also appreciate Saturday morning waiting appointments, especially since pick up service is no longer available.
25 October 2024
First rate team always help you out . Very knowledgable never defensive.
25 October 2024
Knowledgeable staff - both Steve and Molly
25 October 2024
Very good experience
25 October 2024
Chris Hawker personally picked up and dropped off my car, leaving me free to carry out my work during the day. The car was returned back to me with all the work completed and it had been cleaned and hoovered.
25 October 2024
The only issue i asked to be addressed was ignored.
25 October 2024
The car was given the best attention and was delivered back to me in pristine condition
25 October 2024
Customer service what a bit poor with regards to getting in touch with me when the vehicle was ready for collection. NEVER HAPPENED It took me at least 5 calls l to find out if the car was ready.
25 October 2024
This garage have been looking after this vehicle since I bought it and with the extended warranty have kept me on the road and enjoy a great car
23 October 2024
Do you have people who know anything about cars or sit in front of computers waiting for answers
06 January 2025
My new car was damaged being driven to the showroom so my collection of the car was delayed for 3 days while it was repaired .