I am very disappointed with the service I received when trying to purchase a used MINI Countryman from this dealership. My mother had previously bought a car from this dealership and was happy with her experience, which was one of the reasons I felt confident dealing with them. The MINI was originally advertised at £11,999. After negotiating with the salesman, Martin, the price was reduced to £11,799. However, when I was arranging the insurance, I became aware that the vehicle was being discussed at around £10,500 on the forecourt. I asked Martin whether he would accept £11,250, but he refused. I therefore asked for my £100 deposit to be returned and said I no longer wanted the car. I apologised for having troubled them and was prepared to walk away. Approximately an hour later, the main sales manager contacted me to see whether we could agree a mutually acceptable price. I offered £10,900, which the sales manager agreed to. I therefore proceeded with the purchase at the price that management had agreed. Unfortunately, I travelled to collect the car on two separate occasions, and both times there were problems. On the first collection attempt, the air conditioning was not blowing cold and there was a small dent in the bodywork. I was told the air conditioning needed attention and arrangements were made for this to be dealt with. I was also disappointed to discover that there were no floor mats, despite “Floor Mats” being specifically listed in the vehicle specification I had been given. When I queried this, I was referred to the general disclaimer stating that errors may occur in the specification. The collection was postponed while the air conditioning and bodywork were to be dealt with. On the second collection attempt, I was extremely disappointed to find that the front bumper was scuffed and appeared to have been disguised with black plastic polish. There was also an issue around the headlight, and some of the chrome appeared to have something spilled on it. I was told that this would not be possible to remove. At this point, Martin, the salesman, said: “I'll tell you what, we'll cancel the sale.” After travelling twice to collect the vehicle, arranging insurance twice and experiencing issues on both occasions, I agreed that cancelling the purchase was the best option. I was extremely disappointed because I had genuinely wanted the car. When I asked for my £100 deposit to be returned straight away, or alternatively for something in writing confirming that the refund would be made, the conversation became unpleasant and Martin raised his voice. I did eventually receive my £100 deposit back, so I am pleased that this part was resolved. I have since noticed that the same vehicle has been re-advertised at £10,999. I am leaving this review because I would want other customers to be aware of my experience. I completely appreciate that used cars can have imperfections, and I was not expecting a 2017 vehicle to be absolutely perfect. However, I did expect a vehicle to be properly checked and presented before asking a customer to travel twice to collect it. I also feel it is important to say that I did not simply demand a £10,900 price. I had already been prepared to walk away after Martin refused £11,250. It was the main sales manager who subsequently contacted me and agreed the £10,900 price after I had indicated that I was willing to cancel the purchase. My disappointment is therefore not about the final price or the fact that the sale was cancelled. It is about travelling twice, arranging insurance twice, the condition of the vehicle on both collection attempts, and particularly the way the final refund conversation was handled. I had previously had a positive impression of this dealership because of my mother's experience, which makes this experience all the more disappointing.