BMW Cobham pride themselves on customer service but the reality is that their customer service couldn’t be worse if they tried! 6 weeks after agreeing to buy a 2 year old X3, and after the third time of being told it ‘was ready’, with all the agreed work carried out, the car was still not finished... The background is that 6 weeks ago we called a couple of times to make an enquiry about the car. No-one was available and no one returned our calls. I then sent through an internet enquiry and heard nothing! So I paid a deposit on the car via their internet portal in order to try and get someone to wake up and let us know what the next steps may be. Still nothing. Another week later I called Cooper Cobham and asked to speak to the manager. He explained that they hadn’t been aware of the above attempts at contact due to the internet portal system not properly syncing with their own. Fair enough I thought - just a glitch. Surely service from here would be as one would expect from a supposed premium brand. So after arranging an inspection on the car, & being told it was ready when we turned up to view it the car hadn’t even been cleaned!? How can you possibly tell what conditions car is in when it’s covered in mud and bird poo? & Despite repeated attempts to get this rectified, being apologised to, & told that they understood the service we had received ‘was unacceptable’ and wouldn’t happen again, they continue to amaze us in terms of the total lack of ability to communicate between themselves, with us the customer resulting in a total failure to rectify issues and ensure agreed work was carried out. We obviously complained and asked to speak to the manager. We were never called back! Second time around and a week later (after again having to chase the office) we were told it was ready they had actually bothered to wash it, but not made any attempt to fix the scratches, broken seat etc that they had agreed to fix. At this point we finally managed to get management involved and, once again, received assurances that the level of service we had received ‘was not acceptable’ and that if they were us they ‘wouldn’t be happy either!’ and that they would get everything finally fixed. Phew! Third time around..... we had an email saying all the ‘agreed work had been completed’ and after a visual inspection they were happy that the necessary repairs had been made. So, My family and I (who were all very excited) went to colllect the car with the full expectation that after everything we had been through the car would now be finished. After all one would expect, after our experience so far, that we would be provided with accurate information from sales/management. Guess what? It hadn't been finished! The manager then backtracked and said parts for the wheels were on order and they the seat would need to be fixed on another occasion. Clearly more incorrect truths. We were either being repeatedly lied to or just the unlucky recipients of total incompetence. It was then that it was suggested we ‘didn’t buy the car at all’ ‘as we clearly not happy with it’ which is the best advice we had been given by Inchape. The truth is that we wanted the car, but just wanted to be treated with respect and given honest updates about the cars status. Not repeatedly told the car was ready when it wasn’t. There seems to be a total lack of care and interest with regard to selling second hand cars and we can only assume the whole Cobham dealership is mismanaged due to the continued incorrect claims that agreed work had been done when it hadn’t. If this is the level of service you get when attempting to buy a used car I dread to think what the after sales service is like. We will be picking this up with BMW directly, not Inchcape/Cooper Cobham as suggested, given it seems that Inchcape/Cooper Cobham are the problem! Bmw should be concerned given the brand damage this sort of incompetence can have on its wider reputation. We have been left stressed out and hugely inconvenienced, not to mentioned slightly humiliated by this whole experience. Appalling. Avoid. Would give a negative rating if I could.

No issues what so ever. I am over the moon with my BMW from Cooper Cobham BMW. I purchased it in April and it's been perfect. The staff have been a great help and the car is worth every penny. I would recommend.

Cooper Cobham BMW could have done better. I bought a car from them in February. The car had not been prepared at all when I came to collected it and there was some work that was meant to be done on it which hadn't been completed. The car was a good price but based on everything else I wouldn't really recommend them.