Andrew E

MINI UK – A Masterclass in Incompetence

Unbelievable. After nearly three weeks, over 20 emails, and hours of phone calls, all I wanted was something as simple as a receipt for my purchase. Instead, I’ve experienced the most astonishing display of inefficiency and indifference I’ve ever encountered from a supposedly premium automotive brand. My customer satisfaction rating for MINI UK is zero. I’ve received better service from back-street dealers than from MINI UK — and that’s saying something. Not once has anyone offered a genuine apology, nor shown any urgency in resolving an issue that should have taken minutes, not weeks. To be clear, the failings lie entirely with MINI UK, not the retailer. I actually retract my earlier comments about Sytner, who were left trying to pick up the pieces of MINI’s disorganisation. My thanks go to Carl Hill, who ultimately resolved what should have been the simplest of matters — issuing a receipt. What’s most disappointing is the complete lack of accountability. Even after escalating the matter to the CEO, David Beattie, there wasn’t even a courtesy acknowledgment. For a brand built on “premium experience,” this is beyond unacceptable — it’s embarrassing. I will be sharing my experience across media platforms to ensure others are aware of the gross incompetence I’ve encountered and can make an informed decision before starting their own MINI nightmare. MINI UK has completely failed in its duty of care, professionalism, and customer respect. For a company of this stature, that is simply indefensible. Andrew Evans Managing Director, Logistical Transformation Solutions Ltd