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56 reviews from our car dealer reviews community
Leave a review for Stratstone BMW Derby
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56 reviews from our car dealer reviews community

Leave a review for Stratstone BMW Derby
Leave a review
"Customer services non-existent"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Stratstone BMW in Derby simply ignore the phone. It's 2 p.m. and still haven't got through. Walk away

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+5 Found this review helpful

Zubair iltaf in response to Customer services non-existent

Hi I would not recommend anyone to buy a car from this garage the service is completely rubbish

"Customer Car Parking impossible "
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Called Stratstone BMW Derby yesterday with a view to purchasing a brand new top of the range BMW but nowhere to park whatsoever. Customer parking section was full of BMW cars for sale. Enquired where I could park and was told no where. Having searched the entire car park decided to go elsewhere, so a potential purchase has been lost.

"Awful Service - Possibly the worst ever"
1.4 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Having bought my our last BMW from Stratstone BMW Derby just 2 years before we returned to buy a replacement, thinking everything would be the same as before. How wrong could we be!! The dealership is unrecognisable from the business of 2 years ago.Having negotiated a deal with Zach and assurances everything would be perfect by collection I agreed to proceed. Within a week collection was arranged, Zach was off that day so another lady (Bethany) dealt with us. After 2 hours of them pitching all of their add ons and us politely declining I was told the car was not yet on site but we'd sign all the paperwork so as to enable a swift getaway due to them taking 2 hours to complete a 20 minute process. It was whilst confirming all of the elements that should be sorted that the first cracks started to appear. At this point their senior sales manager Dan came over unable to resolve the issue I should have walked away but reassurances were made to me and I foolishly proceeded. I then signed all of the paperwork still not being able to view and inspect the vehicle. Eventually when I stated I had to leave the car miraculously appeared. It was poorly presented with numerous chips and cracks on the windscreen, poorly finished bodywork to name a few. I was assured they would book it in and to let them know as soon as the V5 was back to allow them to transfer my cherished plate. I should have withdrawn from the deal there and then but having dealt with the dealership 2 years prior I assumed they would be true to their word. I then contacted the team there via email on numerous occasions and left over 40 messages with their receptionist for call backs over the next 2 months without a single acknowledgement or response. Only when I contacted BMW UK to begin proceedings to reject the vehicle did the Head Of Business contact me. He assured me he would take ownership of my problems and would get this sorted. I then returned an email he sent with photographs as requested of the affected areas. Surprise no response!! I then chased this email with another, no response!!, again I chased and to my surprise a response palming me off to the service manager who called me the following day to arrange the vehicle to go in (we are now over 2 1/2 months in and a potentially dangerous mechanical fault has appeared) I take the car in meet the service manager and go out on a drive with the technician when I get back I'm then told they need to book it in!! That's what I understood I was there for, obviously unhappy I ask to speak to Chris (Head of Business) and I'm told he's in a meeting and can't be interrupted, I politely suggested the lady should try. She disappears and some time later reappears saying the decision is to book in for a time in the future. I again request to speak to him and eventually I'm told he will not come out to speak to me. I then proceed to reception and ask the receptionist to provide me with a number for head office. To my amazement I am told the only number she has for head office doesn't work!!! So again I ask her and her colleague to ask Chris to speak with me. He goes away and returns stating he won't come out of a meeting to speak with me. Eventually Dan (who is in a meeting with Chris) appears to provide me with a number, after establishing why I want the number he returns to the meeting room for some time (with Chris) and reappears with his laptop to provide me with a head office contact. I say to Dan that I'm here to try and resolve and as I know you're in the meeting with Chris could you ask him for a moment to discuss. He immediately responds with Chris will not come out to speak with you. Unbelievable!! After spending further time on the phone to head office contact and the service manager at derby later that afternoon (car still not fixed) I get a call from Chris saying he never refused to speak with me. So either 3 employees of varying levels took the decision to lie to me and never mentioned it when entering the meeting room to ask about my situation, or someone is trying to cover themselves. Avoid at all cost

"Terrible service"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Had to take my car into Stratstone BMW Derby for a 30min recall repair. Took months to get a appointment but finally booked in for12pm on Friday. Left car with them as couldn't pick it up later that day. Said I would pick up next morning. Saturday morning confused staff informed me it hadn't been done and I would have to wait!! They hadn't even called me to let me know it wasn't done. How lame is that! Absolutely rubbish service.

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+5 Found this review helpful
"Amazing dealer and service! A***"
5 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Purchased my m5 competition pack in stunning blue. The service at Stratstone BMW in Derby was amazing from start to finish. Amazing service and great experience overall! Thank you Zack and Beth! Outstanding car!!

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"Worst I’ve ever experienced"
2.6 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Purchased a £27,500 bmw approved used car from Stratstone BMW Derby and has to be the worst company I’ve ever delt with! Be warned, customer service rates a BIG fat zero in priorities with this company and I will never use them again. Having searched the internet I found the perfect car for sale at Stratstone Derby at a great price and that’s where the good news ends! I phoned and put a holding deposit down which I was assured would be totally refundable if the car did not live up to expectations on viewing/test drive. No problems there as when I turned up the car was exactly as I’d hoped for and I agreed to make the purchase which would take them a couple of days to prepare as for some bizarre reason they do not sell cars at weekends (warning sign number 1 perhaps?). Anyway it was agreed with the sales guy that I would return on the Tuesday (another 60 mile round trip) to complete the purchase and that they would top up the fuel in the tank as I’d pointed out how low it was. On return I was invited to look round the car one more time to make sure everything was as it should be before completing the purchase. Soon as I approached the car I could see a fresh and obvious graze on the front bumper which had not been there previously and so duly pointed this out to the sales completion person. After checking their own visual inspection form from when they’d taken delivery of the vehicle themselves which had no reference to this blemish and sensing perhaps the sale falling through they assured me that they would send someone out to my place of work to repair it within the next day or so. I accepted this offer and continued with the purchase. Once in the car I realised that the promised fuel had not been added (warning sign number 2?) but having already spent over an hour and a half in there I just wanted to get home so left in search of a nearby petrol station happy in the knowledge that the scuff on the front bumper, caused whilst on their premises, would be repaired within a day or so. Here’s the crux, over two months and many phone calls later to which I’m now being blanked (a common tactic if you read the other reviews on here) they have still not sent anyone to fix my car. After the first week had gone by I phoned Stratstone Derby and was told that Leon was the go-to-guy and would be the person to take up my issue to which he duly phoned me back and promised to get someone out to me the very next day and to let him no if this didn’t happen. Guess what? Yep it didn’t happen so another phone call was made to Stratstone Derby and I got to speak to Leon again and he suggested he’d find an alternate repair company to carry out the work, this would be the last time I’d speak to Leon as now it’s over 2 months later with still no sign of repair and my repeated phone calls are just being ignored and not returned. I emailed the sales completion person who was surprised nothing had happened and said she’d jog Leon’s memory but still nothing. Unfortunately for Stratstone Derby and more specifically Leon, I’m not the sort of person who just shrugs their shoulders and goes away and will be taking this further up the chain to head office. As far as I’m concerned an agreement is an agreement and should be honoured no matter how problematic it turns out to be especially when it concerns such an expensive purchase so be warned... They will happily take your money and then stick two fingers up as you drive away! Don’t touch with a barge pole!

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+13 Found this review helpful
"A pleasure to deal with"
5 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I’ve just completed buying 2 new cars from Stratstone BMW in Derby and they couldn’t have been more professional and helpful. Thanks to Wasim Emily & Zach.

"Completely waste of time"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

I saw the i8 on autotrader from their group, email them can they move the car from Leeds to Derby if I placed the deposit. The head of fuilment Leon said it was fine. I tried to call them six times to place the deposit. No one pick up the phone call. Called them the seventh time, the sale leader Zac told me that he wanted more financial information before accepting the deposit. He wanted to know will I get approved first before doing anything for me. So I told him the information he needed and placed the deposit. I requested the information of the car, he said he would requested the information from Leeds. He also told me that he would provide 7 days drive away insurance. I waited for a week, no information come through, I also asked BMW insurance regarding the drive away insurance for i8 and they said they couldn't provide the insurance for the car. So I can end up having the car with no insurance. Finally I cancel the plan and the staff are very misleading, especially Zac and Leon, didn't really apologise and it is a waste of time at the end. As a healthcare professional, I didnt really expect this kind of service from BMW.

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+5 Found this review helpful
"Terrible service very unhelpful"
1.2 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Awful service, the team all need to go on a customer service training course. Unproffessional will never use Stratstone BMW in Derby ever again. Just absolutely terrible.

"Waste of Time"
1 out of 5 stars
Dealer's knowledgeable
Vehicle cleanliness
Value for money
Resolving issues

Apologies Stratstone BMW Derby for "Wasting Your Time" SHORT VERSION Amends prices depending on audience up and down Don't return calls Not interested in assisting the customer Mislead customers claiming they have 5/5 customer review rating on trust pilot (really its between 2/5 and 4/5 depending which branch etc) Not got the time of day Even with a low trade in value I offered £115 less overall on a vehicle over £25,000 at which point I was insulted and I decided to walk away. Abuses communication rules (even if you opt out they change options) DETAILS I made an inquiry into a 420d Convertible over the weekend which was listed on Autotrader for £25,629. When I made the inquiry I purposely said no to most options of communication for any marketing etc. After I spoke to the sales guy I was advised by email these options had been changed. On the Monday I phoned the sales guy who was not available and didn't return the call so I drove over. He was in the office just not at his desk. Test drive was ok. Price on the vehicle was more than a £1,000 advertised. I was told prices change to often so sometimes out of date (needless to say put old price back on when I left - guessing who doesn't check Autotrader gets ripped off). I had mentioned I might look at a couple of other vehicles at other sites but asked him his thoughts on anything else suitable. Mentioned one vehicle but didn't appear interested in going through benefits of any other models etc. After walking around forecourt on my own I went back in to see him and suggested we have a coffee and discuss the numbers. He dismissed this and suggest I come back when I know what I want to pursue. I asked a question about payment options and departed (e.g can you pay that amount of money with a debit card). A coffee would have been nice given I have driven over and would have been a perfect opportunity for you sell me a vehicle. But sales guy obviously had better things to do. I had traveled 40 mins there and the same back. When I got back I left as message for him to call me to discuss trade in values. The sales guy new I was going away on Thursday morning and if I purchased this vehicle I wanted it ready before I went away. No call back. Phoned again mid-afternoon again no response. I got hold of the guy at 5pm. I asked for him to call me back at 6pm with the numbers having given him details of the vehicle to part exchange. Again no phone call back and I called twice after 6pm. I made it clear i had a window of around 20 minutes after 6pm but this was ignored. He offered £2200 for my vehicle (similar vehicles are being sold on Auto Trader for £3500 - £4000). I told him to call be back first thing in the morning and I would give him and answer. I wanted to discuss with partner and kids etc. Call came in at 11.45am (I am about to give up by this point). I offered £23,000 on top of my vehicle which was £69 less than his numbers (don't forget they might make £1,000 on my vehicle) plus they provide it with a tank of fuel. So roughly £115 less on a vehicle that is being sold for over £25,000. Not only did he say no (which is fine) he proceeded to talk to me like I was an idiot at which point I told him I wasn't going to purchase the vehicle. He then went on to tell me I had wasted his time........... I politely ended the call. Well done Zack I gave you every opportunity to sell me a vehicle. I doubt your going to make sales person of the week but at least everyone will know who you are and you won't be as stupid as to insult the next customer.

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Dealership Information

Stratstone BMW Derby is an Franchise dealership that is based in Derby. If you’re the owner or employee of this business, please send us a little bit of information about your dealership and why customers should come and visit.

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Manufacturers: Sells a variety of makes and models
Franchise Dealership

Services available
Car Hire
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Finance
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Ratings
56 reviews2.1 out of 5 stars — Rated Poor
Excellent
13
Very Good
1
Average
3
Poor
9
Terrible
30

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    Address

    Stratstone BMW Derby
    Sir Frank Whittle Road
    Derby
    Derby
    DE21 4RZ

    Get in touch

    01332 369511
    https://www.stratstonederbybmw.co.uk/

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    Dealership Statistics

    23%
    Would recommend this dealer to family and friends
    0%
    Percent of reviews responded to by this dealer

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