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5.0SERVICE
4.5Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
268 ratings and 133 comments received in the last 90 days.
04 July 2025
Friendly service. Good communication. Very helpful.
03 July 2025
Thing's went smoothly
03 July 2025
All ways very helpful.
02 July 2025
Professional and timely
02 July 2025
The team at Stratstone were very helpful and professional
01 July 2025
Darren Nicholas went out of his way to be most helpful as always and our questions were all answered
22 June 2025
Salesman Tom Ash did a fine job and went beyond the norm in helping me operate my smart phone etc. It was noticeable he was a little rushed but this is not a reflection on him but in the lack of support from the dealership.
22 June 2025
Very good.
10 June 2025
Consistency in customer service - faultless!
04 June 2025
Matt Clear informed us in each step. He was quite professional.
04 June 2025
Regular updates and information. Good information at handover, patient with my lack of technical knowledge. Spent time to explain things and didn't feel at all rushed.
04 June 2025
I do think the level of service has gone down slightly since the recent change of ownership. I do not think it appropriate to arrange a service with a centralised call center for example.
03 June 2025
Matt Clear kept me informed at every stage of the viewing, ordering and build stages - he was always 100% honest. In summary,Matt was someone that I could trust and help make the whole process simple and stress-free.
02 June 2025
Staff are very knowledgeable. Gave clear instructions about the cars features.
15 May 2025
Anthony Kesterton was exceedingly helpful.
04 May 2025
Excellent customer service. Friendly staff and always a lovely experience.
01 May 2025
very professional Matt Clear excellent sales person
01 May 2025
Very welcoming and professional service made the buying process stress free.
28 April 2025
My having a US license was known from the beginning. Addressing the issues this presented could have been dealt with in the 2 months we waited for the car to be delivered instead of at the end, which caused further delays.
21 April 2025
Matt Clear v helpful
06 July 2025
Very satisfied
06 July 2025
Ben was very rude and not helpful at all.When I escalated to his boss he didnt even ask why I felt dissatisfied. How to deal with customers is recommended.
06 July 2025
Met all my needs and expectations
05 July 2025
Helpful. Car service done promptly
04 July 2025
As above
04 July 2025
You disconnected the battery i assume to replace the switch and in doing, you wiped my saved seat position. This is something you have frequently done to me and it makes me mad.
04 July 2025
Would have thought 5 stars said it all
03 July 2025
Again, we have found the service we have been given as a very high standard
01 July 2025
Always found friendly knowledgeable staff and experience great customer service from my local BMW Center in Bury St Edmunds
01 July 2025
Tom was very helpful and friendly
26 June 2025
No issues at all.
25 June 2025
I was kept updated with the progress of the service. Everyone I dealt with were very helpful but in particular Ben was brilliant.
25 June 2025
Always courteous and polite, car clean and ready on time following service
24 June 2025
Service team member was great. But asked for a call from a customer service manager and still not had a call back.
22 June 2025
Great communication & car ready within a day
22 June 2025
A quick and efficient service.
21 June 2025
The customer interface is an improvement on that provided by the previous BMW dealership operating from these premises.
21 June 2025
No comment as not old enough for aservice
21 June 2025
It was OUTSTANDING, Ben & the team were brilliant. I was kept really well informed about the issues with my car & the best way to fix them . 10 out 10 .
19 June 2025
It would have been a 5 but I mentioned there was no requirement for a car wash as I cleaned it all the previous day, however my instructions were not passed on and it was cleaned regardless adding expense to my payment
19 June 2025
V good service
18 June 2025
Very professional and helpful
18 June 2025
Very quick
18 June 2025
Attentive customer service throughout from the reminders, booking online facility, drop off and collection to the Connected Drive trouble shooting. The whole experience was straight forward and hassle free.
17 June 2025
The problem has not been solved
16 June 2025
The issue I had with my car was rectified earlier than advised and also covered under warranty.
16 June 2025
Free clean and health check was great.
16 June 2025
Love the video, love the care you take to explain what you do, love the lift into town and back..
12 June 2025
Stratstone cannot do enough for their customers, we have purchased multiple vehicles from these guys and the service is exceptional.
12 June 2025
Job done
11 June 2025
Helpful and attentive from both customer services (Rosa) and technicians alike. I appreciated the transparency with regard to diagnosing an issue and speaking with technicians directly.
10 June 2025
As above
10 June 2025
When I walk into Stratstone there always seem to be lots of staff going about their jobs but on several occasions I have had to wait before anyone acknowledges me
08 June 2025
Work was completed quickly and was notified once it had been in a timely manner.
08 June 2025
Never let me down and always done a great job.
06 June 2025
Efficient friendly service.
05 June 2025
Very helpful
05 June 2025
The future next year MOT expiry date was not logged correctly to keep it the same, hence a month was lost for when the MOT is due again, by end of May 2026 instead of June 2026. I pointed out I wanted to keep the date when making the booking.
02 June 2025
Efficient service
01 June 2025
Pleased with the service
31 May 2025
car was cleaned after the work was completed
31 May 2025
Excellent service
31 May 2025
As above.
31 May 2025
Sarah was great and very helpful
30 May 2025
The car was ready by the time I had asked and lovely and clean.
30 May 2025
Car serviced on time and clean on return
30 May 2025
Open and honest with my requirements
28 May 2025
Very professional and helpful.
27 May 2025
The action to rectify the recall work was quick and efficient.
26 May 2025
Very good service with Ben so 5 stars - but have to say, the complimentary car clean was not so good ??
24 May 2025
The service department were excellent sorting out most of my problems but one left unsorted being blamed on driver not setting it properly.
24 May 2025
Courteous people and efficient
24 May 2025
Disappointed in level of service. Car was in at 08:00 for MOT. I saw it being parked outside the showroom at 09:05 yet at 09:35 I had to ask if I could pay and leave as the reason I booked a waiting appointment was because I didn't have much time.
23 May 2025
See comment on first question and separate email to the dealership
23 May 2025
All good, great service and complementary car clean is always a bonus! Only downside for me was that it took a little longer than they told me first thing
22 May 2025
Efficient front of office handling
22 May 2025
Very helpful
21 May 2025
Always good service.
21 May 2025
Satisfied
20 May 2025
See above.
20 May 2025
As indicated above service excellent
20 May 2025
Because it is appropriate and honest
20 May 2025
Issue sorted quickly
19 May 2025
You could not have done better - thank you!
19 May 2025
Just an MOT Helpful to be stopped home and collected
18 May 2025
They were excellent in every way from communication to resolving issues
18 May 2025
Always very helpful, good staff.
17 May 2025
Happy
17 May 2025
Jobs completed efficiently. Excellent communication throughout. Well above average garage service. Thorough health check report completed at the same time. Stratstone Bury St Edmunds is a credit to BMW.
15 May 2025
Easy booking car in. Efficient handover. Let me know when work done. Car valeted very nicely. A completely satisfactory experience.
14 May 2025
cant fault the service
14 May 2025
Excellent experience from the time you first contact them to the time you drive out afterwards
14 May 2025
Very professional and efficient. Friendly and helpful staff.
14 May 2025
As above Rosa talked me through the entire process and informed me of progress all the way through ten out of ten
13 May 2025
Serviced the car. Washed the car, thank you.
13 May 2025
Attentive, helpful, good comms.
13 May 2025
Work carried out as advised
13 May 2025
Found it disappointing that I am now charged for what used to be a courtesy car. The car was also in a dirty state, internally and externally.
09 May 2025
The job was completed in a reasonable time and at a reasonable cost.
08 May 2025
Well, apart from the carwash. I don't know why I said 'Yes' to it. Apart from being free. A black car covered in white spots and runs everywhere. I had to clean the side windows so that I could see out. Our local lads do a much better job all round.
08 May 2025
Great coms
07 May 2025
Fast and efficient service, the team were polite, friendly and professional.
06 May 2025
Very thorough work.
05 May 2025
The service was very good they explained everything I needed doing to my car without pushing me to go forward with there services.
04 May 2025
10/10
04 May 2025
Every experience I have with BMW In Bury St Edmunds is overwhelming positive. The service was completed quickly and was at a competitive price.
04 May 2025
Having experienced a problem -- a warning light appearing - I called at Stratstone's for help and advice. Ineed to tell you that I have purchased 3 X7 - in the past 6 years and each of them has had this same problem !
03 May 2025
-
01 May 2025
All staff were friendly and helpful.
01 May 2025
Great customer service and they spent lots of time with me, helping me find a way to purchase my next car
30 April 2025
See above.
28 April 2025
Helpful but issue not resolved on 1st visit
27 April 2025
Staff were exceptional
25 April 2025
No issues. Contacted by staff to inform of further service required very soon. They offered to collect car as it will be needed for a day. Very helpful. Car cleaned , washed mats but did not hoover beneath Matt's.
25 April 2025
They understood the problem and were able to rectify it efficiently, keeping me informed if the details.
25 April 2025
X
24 April 2025
Updated throughout the process and air con cleaned as a good will gesture
23 April 2025
As above. Friendly approachable staff and greeted with a smile
20 April 2025
Very nice to speak to
20 April 2025
It was great - had one minor serice item - it would have cost £192 to fix. Appreciate you have a main dealer cost base, but I doubt that was more than 30 mins or so to address.
18 April 2025
Very welcoming, offered a lift to town whilst the car was being serviced - was required, but did give me a coffee to go! Also explained a little about the BMW App, which I have since downloaded. Excellent customer service.
17 April 2025
Good attention to solving problems
17 April 2025
The service staff were really efficient especially Ben but the telephone staff were awful, couldn't find the car and communication was not great
17 April 2025
Ben the customer advisor was very helpful ringing as well as emailing the additional works
17 April 2025
They did exactly what was required.
17 April 2025
They did everything I needed
15 April 2025
I use this dealer a lot, they are polite and prompt and reasonably priced.
15 April 2025
Very good service
15 April 2025
Done on time and even my seating choice was maintained.
14 April 2025
Always helpful
13 April 2025
I hope you will improve your services. I have always had good experiences previous to this. Was telling a friend of mine that I was thinking of going to another garage next time
12 April 2025
No problems
04 July 2025
All very civilised