I would like to arrange an appointment with the owners. How can this be done just for you to listen to how I feel and put yourself in my shoes. Contacts made with previous head of business and no reply from the new one, it’s because I am right and to afraid to admit they are wrong and it’s the customer who suffers.

Very similar experiences to other people. I Dropped my car Off for a service and they were unable to complete it within a day. My car is essential for my work but was rendered un-drivable by some form of software problem they created, I have been unable to contact them despite multiple efforts. They know I extremely unhappy and they have done nothing to be helpful. I will avoid this place at all costs in future.

Abysmally unprofessional. Serious management failings. Complete lack of accountability. Owners should be aware that BMW head office have no power to make Cooper Croydon act professionally. Manager Matthew Cullen hasn't responded to an official complaint first made 10 months ago. I have never left a negative review for any business, but am writing to warn other Mini or BMW owners about the appalling service this branch regularly provides it's customers. I bought my car from another Cooper BMW branch this is not a comment on the sales side. Unfortunately this is my most local branch, and every single time I have had any dealings with them there are multiple problems. If you read down the reviews and other review sites, rather than glancing just at the star ratings you will see there are many owners who have echoed similar experiences. Too many issues to list all here, but just based on the last service booking- not answering phones (sounds minor but after spending literally hours of my working day trying to find out what was happening it becomes a major inconvenience and costly as I'm self employed), being disconnected regularly, failure to call back, no-shows for car collections (despite calling them myself to remind them the night before which I only did as they had failed to turn up the previous time), service not being completed on the booked day, returning the car to the wrong address leaving me stuck at work waiting for it to be returned for hours then having to get a bus home (despite emailing and calling to remind them of the correct address). (They did give me a 'surprise complementary' umbrella and branded key ring for model of car I don't own to say sorry as well as rounding down my MOT charge by a few pounds). I raised an official complaint about the whole experience for the manager, Matthew Cullen, but he didn't respond. The icing on the cake - a few weeks later I was sent a £100 parking penalty notice, as my car had been parked illegally on private property - while Cooper Croydon had it in for the service. They did settle the penalty notice, but Matthew Cullen denied ever receiving my official complaint and said he would 'investigate' and come back to me within 'a couple of days'. Over 10 months passed and I'm still waiting. I have called, emailed several times and then finally escalated it to Mini/BMW head office. They in turn chased Matthew Cullen up multiple times, and escalated the complaint to the head of business at Cooper Croydon, David Jones, and then head office themselves chased that up multiple times. NO RESPONSE WHATSOEVER. BMW head office have repeatedly apologised for the appalling customer service from Cooper Croydon, but told me ultimately they have no power to make Cooper Croydon accountable as they are a franchise. Not everyone at the branch is rude or unhelpful but I believe there is a serious issue with the management which filters down. A total refusal to respond to a customer's official complaint, multiple times, or to respond to BMW head office, sums it up. I'd strongly advise other owners to avoid this branch. I really like my Mini Cooper S, but dealing with Cooper Croydon has been so painful I'm not sure I'd get another Mini or a BMW.

It's never great one something goes wrong on the car but we couldn't have been more grateful to the staff (and Diane in particular) for their help in getting this sorted for us. Top class!

Our experiences with BMW Croydon have only been negative, it gives BMW a bad name. Customer service here is appalling, phones never answered, emails not replied to and false promises made. Our car was previously booked in for a service and sat there for 3 days and nothing was ever done, we called constantly but the phone was never answered, in the end we had to go there to be told it hadn’t even been looked at, no apologies and nobody cared. Tried to contact the manager by phone and by emails, again no response. Had to actually go there again. Complained direct to BMW and they say as it is a franchise you have to take complaints to the branch; therefore, they can get away with poor service, they use the BMW name but that’s about it. At time of purchase of the car we were sold a 3 year service pack which we were told was from purchase date, however when booking the car in for a service 2 and half years later we are told it has expired! After another visit and conversations with both sales and servicing they agreed it was their mistake and that sales would cover the cost, the car was actually booked in based on this information which was logged on their computer and when I was half way home after dropping the car off got a call from the service dept changing their mind, they would not cover it. We were mis sold the package by the sales guy as it only runs from manufacture date not purchase date, this was not what we were told or wouldn’t have bothered buying it, when we challenged this the reply was can you prove it! Whilst there booking car in heard the same female member of the service team ask a customer to post a good review for them as they needed it, not surprising really as they must be like gold dust. Avoid this branch, it’s all about taking your money and nothing else.

Called cooper croydon for a sevice on wife's car and to check wheel and suspension as she went down a very big pot hole in road.this call was on Saturday. The person I was speaking to couldn't get me through to service department so took my details and told me they would call back still waiting for a call 4 days later.

Visited Cooper BMW Croydon today to buy a used car. Reception staff were polite but the sales advisor was rude from start to finish. One worded answers to everything I was saying, appeared to not want to be at work let alone be bothered to talk to me. Could not hold a conversation or provide any helpful information. Very stand-offish, rude and difficult to speak to. Made my trip a complete waste of time and has put me off this BMW dealership, will make sure my friends and family are informed so they won’t make the mistake I did

Booked my car in for a repair. You knew I was coming in. I am behind a queue of 10 people. It has been 35 minutes. Still waiting behind 5 people. Surely you must know how many people you booked in for the day

Genuinely the worst customer experience of my life. The full list of failures is too long so I'll summarise: - Purchased a used BMW (less than 18 months old) - All fine up until I parted with my cash...then it quickly went downhill - Noticed a transmission fault within a week of driving it - Took the car in for repair. They told me they had done a transmission reset. Absolutely nothing had changed - I asked for a refund or exchange. They said no, and that I was legally obliged to give them a second chance to repair the fault before they would consider this (this is completely untrue under the Consumer Right Act) - I gave them that chance. After a few days, they told me they replaced a faulty component. Same problems persisted almost immediately. - Asked again for a refund or exchange. They agreed to an exchange. - Spent 2 weeks going back and forth with sales looking at different options. Agreed on one, which they promised to order for me. - After agreeing this, was told a week later that they are no longer willing to replace the car and only willing to repair it (contrary to my statutory rights) with absolutely no explanation or apology - All this on top of over 50 calls (they never pick up) and 30 emails (they never respond) to try and get it resolved I've been forced to raise a legal dispute to get my money back. Seriously, save your time, money and sanity and go somewhere else and not Cooper BMW in Croydon. It's not worth it.