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 I should have withdrawn from the deal there and then but having dealt with the dealership 2 years prior I assumed they would be true to their word.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

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.

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!!

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.

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.

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.

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.

BE WARNED, not the dealership they use to be..!!!! I bought my 3rd car from here end of last year and have spent over £87k here on cars BUT it will be last from here. Something has obviously changed here and now you are just a number and no longer a prestige customer..! When i picked up my £35K 28 month old BMW APPROVED car, i was not happy with a few things one being alloys and tyres. They tried to get BMW to foot the bill but they would not pay up for new alloys so i said i was going to cancel the car but they swapped them in end but not tyres.! I was not happy about front tyres as they was bold on outer edge and had around 4mm in middle and after the used car manager promised me they was ok for many miles..!! 2000 miles later i took car into sytners Notts for a brake fluid change and they do a health check for you. I was advised my front tyres were shot and one was even perished and needed changing asap! After trying to get back in touch with them but they never return calls, i had to email the dealer principle,he promised it would be looked into but again after 10 days still no contact and another email was sent to him. Eventually the used car manager got back in touch after 2 months of sending him my 1st email saying as the car had more than the 3mm over 75% of the tyre it reached there standards, here is his quote "As confirmed by yourself and an independent 3rd party, when you took delivery of your vehicle the tyres on your car exceeded the BMW approved used car standards of 3mm of tread across the centre 75% of each tyre. On this basis Stratstone Derby will not be covering any costs relating to replacement tyres" Nothing about the perished tyre by the way. Now the real annoying thing is i have been receiving texts,emails and calls from them advising me my car needs urgent attention to tyres for last month or so ?? So when i contact them, i am told that when your car alloys were changed (2 weeks after purchase and about 200 miles done) it was noted your tyres was in poor condition and would need changing soon, so they made a note on there system to contact me early this year! SO BE WARNED, if they carnt get the warranty to pay they will not foot the bill and they are quite happy to take your money knowing that your tyres and i guess brakes are almost shot it, so check well before you hand over any money or even better go to sytners and get treated like you should. Also BMW UK have not done anything about this also and are very happy for them to sell APPROVED BMW'S that dont meet there so called standards of "as good as new" lol. Hope nobody else will have to go through this after reading my review.!!