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OUR CUSTOMER REVIEWS
SALES
5.0SERVICE
5.0Our 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.
414 ratings and 267 comments received in the last 90 days.
04 September 2026
Everything was explained well and delivery of car good
01 September 2026
Overall we were very satisfied with the service we experienced. Darren Nicholson was very helpful, extremely patient, very informative and very easy to understand.
31 August 2026
Darren attended to the car swap very efficiently and quickly - which is what I really needed.
29 August 2026
Darren provided a comprehensive handover and answered all our questions
27 August 2026
Fern was outstanding as is Ben. The service one receives really is fantastic and much appreciated.
26 August 2026
Everything was delivered as promised and communication was Excellent. Fern Mccarthy at Stratstone BMW in Bury st. Edmunds was excellent with her knowledge and friendly personality. The car is excellent.
21 August 2026
The representative that I usually deal with was unavailable when collecting my new car. The handover was rushed. Fortunately I was able to deal with my usual rep a few days later to answer my queries.he was his usual efficient self.
18 August 2026
I have always been pleased with the customer care at the Bury St.Edmunds dealership.
12 August 2026
Seamless
10 August 2026
Darren Nicholas has been our contact at the Bury St Edmunds branch and once again made to the sale and delivery of our new iX3 a seamless affair.
08 August 2026
Very polite staff, was very helpful.
07 August 2026
Fab
04 August 2026
In all the essentials the service was excellent. Our salesman was very good but I feel the support process is becoming very impersonal for a premium vehicle.
04 August 2026
I received a phone call from Stefanie about deals available She repeated the deals over and over. Overwhelmed by repeats - I understood the first time, Matt stepped in - perfect. Calm no heavy sales just respect and patience allowing me to think.
03 August 2026
Friendly service, informative and professional.
01 August 2026
The service from Fern was first class, she was a pleasure to deal with, very knowledgeable and a credit to the dealership.
30 July 2026
Fabulous experience , very helpful throughout .. confident sales staff .. a credit to BMW
26 July 2026
Great sales service
25 July 2026
Darren Nicholas is an exceptional sales person and always takes great care to ensure that everything is perfect during the sales process and afterwards. The new Head of Business, Dan Gregory, went out of his way to make sure everything was perfect.
11 July 2026
Very professional and friendly service
07 July 2026
Whilst there were some issues with the collection of the car the staff were very quick to rectify the problem
06 July 2026
Since Rob took over the sale the customer service has been excellent
03 July 2026
Exceptional sales person who knows our expectations
03 July 2026
Long wait, but got there on the end
01 July 2026
The start of the process was a little bumpy. Everything was great the rest of the way. Matthew Clear was outstanding handling of the entire process. To improve the process information flow between BMW and customers should be consistent and detail com
23 June 2026
Fern had everything ready when we collected the car and the paperwork was seamless. A few negotiations on price but we got there in the end
23 June 2026
I would like to express my sincere thanks to both of you for the outstanding service and support you have provided throughout the purchase of my new car Darren and Jacob went above and beyond to get me a car at an affordable price and were great.
17 June 2026
Service faultless. From quote arranging to handover. Regular updates and completely stress free.
15 June 2026
Due to delays we ended up waiting over 8 months from our order before collection and Darren at Stratstone was communicative and patient during the whole process.
06 September 2026
Vehicle handed back on time and bill less than quoted.
06 September 2026
Always give a good service,
05 September 2026
Friendly and efficient service.
05 September 2026
Everything went well on the day and service completed by agreed time
04 September 2026
Successful brake fluid change
04 September 2026
Courteous, friendly assistance from Tammie throughout. The service team fitted my car in - it required a new wheel - at short notice even though they were very busy, which I greatly appreciated.
04 September 2026
Excellent communication
03 September 2026
I've been using the centre for a number of years now and have always been met with happy, obliging staff. On the most recent visit for brake service and MOT the service advisor explained the procedure and offered me coffee etc, very pleasing.
03 September 2026
The whole process was smooth and any questions were dealt with in a friendly, but also professional, manner
03 September 2026
It was a thorough tyre check but I had to wait 1.5 hrs for it.
03 September 2026
Staff very friendly and helpful
02 September 2026
My car was booked in for 8am testing. It failed by a tyre despite me having bought the car only 4 months ago. The tyre repair machine was broken. Learning curve - MOT somewhere else
02 September 2026
Superb delivery
02 September 2026
Arranged online, vehicle collected on time and works completed quickly
01 September 2026
The advice and support based on the issues I was having were great. Sadly I was let down a little at the end as I was promised a clean car but this was not cleaned inside or out, a minor thing but the car should have been checked before handing back
30 August 2026
Everything that was required was done within the timescales promised. Free vehicle check and video. Free valet service.
29 August 2026
Everything went to plan and helped me set the app after the service
29 August 2026
Great service
29 August 2026
Very helpful and polite
28 August 2026
Everyone was very helpful. The job was doneefficiently and to a high standard.
27 August 2026
Options clearly explained and attended to
27 August 2026
Quickly dealt with made welcome
27 August 2026
Efficiency
27 August 2026
The centre itself is great with all the facilities you need. Comfortable waiting area and refreshments.
27 August 2026
The service was first class, staff very attentive
26 August 2026
Good interaction from staff from booking through to collection of my car
26 August 2026
Superb customer service
26 August 2026
I dropped the car off in the morning, I received no update on the vehicle or no contact to say the vehicle was ready to collect, and my window trims were damaged on site, and a rather disappointing outcome regarding this
25 August 2026
Always very welcoming and always very helpful
25 August 2026
Well looked after, coffee nice
25 August 2026
Communication was good along with the staff
23 August 2026
Everything was done ahead of schedule and staff were all efficient.
23 August 2026
Very good service and also follow up call as well, 10/10. Mrs Jones.
22 August 2026
Excellent service as always. Coffee offered and trip into town makes very good service plus the added service of a free car wash. What more could you want.
22 August 2026
Works were completed to satisfaction. But the car was not washed as requested. I was told that it had been done but just to a poor standard. Reviewing my dash cam footage shows no evidence of the car having been washed.
22 August 2026
Nice welcome promptly seen too Great waiting area Tea & coffee available
22 August 2026
Very helpful, courteous and efficient service staff.
20 August 2026
Pleasant and straightforward service, nice seating and coffee should you need to wait
20 August 2026
Excellent service
19 August 2026
Work done on time, car was washed!
19 August 2026
Very efficient. Chris was great.
19 August 2026
All work carried out at short notice and on time, brilliant
19 August 2026
Warm welcome although 2 hr sit and wait which hasn't happened before
19 August 2026
Polite response from all staff
19 August 2026
My husband brought my car for the appointment, I distance to take any time off work!
19 August 2026
Rosa was supposed to look after me but couldn't have been anymore disinterested if she had tried. She couldn't be bothered to show me to the courtesy car or how it operates or even ask me if I was okay to use an automatic. She just handed me the key
18 August 2026
I was disappointed to learn that more work was required, over £1200. However, the video of the inspection was helpful. I cannot comment on some aspects - like whether the ball joint on the suspension really did have extra play or not.
18 August 2026
We had a warning message 'chassis function restricted you may continue your journey'. That does not suggest urgency. It could have been extremely serious, fortunately we came to no harm.
18 August 2026
I was completely happy with all of the staff had a nice cup of coffee and car was done in no time
17 August 2026
From start to finish, Ben and the Service Team at Bury St Edmunds were so helpful. I have used Stratstone Bury before and, based upon my previous experiences, I chose to use them again even though it is not my nearest BMW dealership.
16 August 2026
Car serviced and Air con re gassed. Kindly took us into town while it was being done and got collected after. Excellent service.
16 August 2026
Excellent service with great feedback during diagnosis and repair
15 August 2026
Extremely high level customer service
15 August 2026
Outstanding service
13 August 2026
All done as expected and on time.
13 August 2026
kept informed of progress during wait
13 August 2026
Was great to see/talk with a technical engineer at the time of booking my car in at reception as they answered some technical questions super quickly/precisely. All staff are always great & it's a nice welcoming environment to wait. Thank you..
13 August 2026
Good service
13 August 2026
Great service & support from the BMW team, particularly Ben
12 August 2026
Did all that was needed in efficient and timely manner. Called me as soon as completed.
12 August 2026
Quick professional service
12 August 2026
Alfie and Ben went above and beyond to try and sort an issue out with the audio from USB in my 71 reg 5 series. Turns out BMW then basically said it's not supported anymore, even though the user guide in the car says it is. Stratstone 10, BMW 0.
12 August 2026
I had a MOT done on my car After having to top up my coolant few days later after leaving BMW I discovered around the engine bay my rubber was hanging off.Not sure why And if someone did remove it or caught it why not put it back.
12 August 2026
The car was serviced and MOTd very quickly which was super helpful as I had to squeeze this in during working day.
12 August 2026
Kept in touch at every step
11 August 2026
The service was excellent, but the requested wash and vacuum was not - the interior was not vacuumed, the wheels were not cleaned and parts of the bodywork were not cleaned.
11 August 2026
Excellent. From checkin, to handover and of the finished job the service was first class. Thank you
11 August 2026
Ben Carpenter was very helpful
10 August 2026
Helpful staff, work done to time
09 August 2026
The service was seamless and the customer service was brilliant.
09 August 2026
First class service as always
08 August 2026
very friendly and helpful
08 August 2026
Top friendly and professional service
08 August 2026
Very pleased with the service,the Safe where very pleasant to work with.
08 August 2026
I never give full marks
08 August 2026
Efficient and good.
08 August 2026
The collect car idea is ludicrous as is the request to pay £40 for it we live about a mile from you not sure how much time or fuel you account for Had to inform the service team i have a service contract numerous times but still send invoice
08 August 2026
Service was completed and a couple of extra requests (e.g. re clipping loose bumper) was done for me at the same time. Staff were really helpful and nothing was too much for them. Car wash was also appreciated. Great service from the team.
07 August 2026
Gary and Steve went above and beyond to help me out
06 August 2026
They take time to instruct on fitted new features when fitted.
06 August 2026
I st class sevice
06 August 2026
All good
05 August 2026
Very nice and good
05 August 2026
I gave this answer because I am completely satified.
04 August 2026
Polite and efficient.
04 August 2026
Genuinely I was well looked after and informed at every point. I also waited and used facilities which was also great, comfortable and easy.
03 August 2026
Really happy with the quality of service I receive at my local BMW dealership. The quality of workmanship is fantastic. But on this occasion my keyring for my car key was damaged and the tag lost. It didn't just fall off it looked like it was pulled
03 August 2026
All went smoothly. They even spotted the scuff I made
03 August 2026
Great communication and updated throughout
03 August 2026
Excellent service
31 July 2026
Friendly helpful staff. Kept up to date with progress and work needing done
31 July 2026
Efficient service. Health check proved useful. Ben Carpenter a pleasure to deal with.
31 July 2026
As always, service was exemplary.
31 July 2026
Very happy with reception and mechanic.
31 July 2026
The employees were very helpful and answered all our questions completely to our satisfaction
31 July 2026
Repair done quickly. Polite and pleasant staff. Lift to town and back
31 July 2026
Excellent service from booking my X5 in to collecting it.
31 July 2026
Always kept informed on the progression of my car.
30 July 2026
Quick, pleasant & efficient attention to our needs.
30 July 2026
Tammie provided excellent service and timely updates on my vehicles progress
30 July 2026
You asked.
30 July 2026
Ben is lovely, and seems to go out of his way to make it easy, and to keep me informed.
29 July 2026
Done for when I asked
29 July 2026
I cannot praise the team enough- they were absolutely brilliant.The staff showed genuine kindness,patience,and a high level of professionalism.They listened closely to my needs.I like to mention Abi and Roza who were both excellent.
29 July 2026
No issues at all, check in easy and relaxed. Had car ready for collection at agreed time.
29 July 2026
Really great service from everyone involved
29 July 2026
I'm always well looked after by the staff at Bury St Edmunds, especially Tammie and Rosie who always seem genuinely pleased to help
28 July 2026
Polite and welcoming.
28 July 2026
Already responded to a phone call re my satisfaction. You don't have to send e-mail requests for surveys as well, it's very annoying. Hence dropping a star from the review
26 July 2026
Great comms. Accurate price quotes. Flexible scheduling of drop off and pick up.
26 July 2026
Booked in at end of the preceding day (5:20 PM) for unexpected emergency repair the following day after explaining we were due to travel to our holiday. Repair was completed and we were able to travel to holiday later on the planned day.
26 July 2026
Perfect
26 July 2026
It all went well.
26 July 2026
The reception, service and customer care was excellent. However I took my care in for its mot on that day to maintain its anniversary date. Unfortunately the mot is dated on the date of issue and not the anniversary date which is later.
25 July 2026
Very happy with the service team niçe coffee ?
25 July 2026
Fast efficient and polite service.
24 July 2026
All good
23 July 2026
Friendly and always helpful
23 July 2026
Car booked in for a seasonal check which was completed in about an hour whilst I waited
23 July 2026
BMW at Bury St Edmunds were very good and keeping all customers informed of progress. Waiting area was suitable for work and refreshments. A good experience.
22 July 2026
Excellent service as always
22 July 2026
This was a recall job. So cannot comment if you did a good job, as, far as I was aware there wasn't a problem. I don't see the point of this survey as you won't let me proceed unless I change my scoring from 1 to 5. So you are marking your own work
22 July 2026
Great communication, easy to book, drop off and pick up.
22 July 2026
Ben Carpenter as always was very helpful, fully explained the issues with our car, his customer service is outstanding which is why we take our 2 BMW's to this garage
21 July 2026
Everyone at Strastone is always very welcoming and professional. They seem to genuinely care about the customer experience.
19 July 2026
Car taken in to diagnose a fluid leak from a recently replaced differential. Quickly diagnosed as a damaged seal. Parts to rectify ordered for delivery overnight and work completed by promised time, midday, the next day.
18 July 2026
All was done well and timely.
18 July 2026
Initial welcome on arrival and great communication throughout.
18 July 2026
All the service staff are friendly and helpful, from the showroom staff, the workshop management staff and the technicians themselves. Rosa always treats me like a VIP, she is an absolute credit to the dealership.
17 July 2026
The service I received was truly outstanding in every way thank you. My car was also beautifully cleaned when I collect it. It was like a new vehicle out of the showroom. Delighted.
17 July 2026
It was very easy to deal with you. You staff were very helpful and friendly. The service was very good. A pleasure to deal with.
16 July 2026
Good service
16 July 2026
Tammy was excellent, as my car needed additional work she immediately arranged a courtesy car and kept me fully updated on when i could collect my car. Her manner was both professional and pleasant and is a asset to your business.
15 July 2026
The staff were very helpful in finding me somewhere to work
15 July 2026
All ok and recall dealt with but car clean wasn't the best
15 July 2026
Excellent service
14 July 2026
The service itself was all fine. I had stated that I needed the car back by 3pm, this was noted on the document at check in. I also received a text confirming my car would be ready at 3pm, but it wasn't - it was approx 3.35-3.40 before it was ready
14 July 2026
Very solution orientated to get an issue resolution ASAP. Very satisfied
14 July 2026
Kept informed of issues and progress in a friendly and helpful manner. Job completed on time.
14 July 2026
The garage offers good and friendly service from the front however BMW diognostics seem unfit for purpise as my car has had two repairsxand issue unresolved. Now booked in for a third time
13 July 2026
Always have great service at this branch. Ben is great
13 July 2026
Very quick service and alloy replacement!
13 July 2026
My visit was a Vehicle Safety Recall Campaign number 10012650600 to Replace Starter Motor which went well. My questions were answered before and after the service by Ben Carpenter and Chris who advised me there were no issues to worry about.
12 July 2026
Very professional whilst being very friendly & understanding I'm not technically minded
12 July 2026
Quick helpful and efficient. Particularly want to mention Ben's always positive and helpful manner
12 July 2026
Expensive but did as asked , on time, great service.
11 July 2026
Service was very good.
11 July 2026
Very quick in getting car fixed and service was fantastic
11 July 2026
All done efficiently, politely and with a warm welcome like an old friend arriving.
11 July 2026
Polite and professional team.
10 July 2026
I experienced polite & professional service throughout my visit. Rosa was very nice to deal with & took a real interest in my car. The work was completed on time.
10 July 2026
All staff interactions were very good. Tammy and Ben @ BSE Stratsone particularly helpful. My only issue is that the dealership didn't have the tool required for the job, so it took FOUR WEEKS to get my car back. Stratstone need to review this.
10 July 2026
The service was completed on time and I was given a detailed report on the work completed.
09 July 2026
Always receive a great welcome and always very helpful. Ben gives the best customer service care and keeps me updated with everything when my car is on for work.
09 July 2026
Very helpful and friendly staff as always.
09 July 2026
All sorted and car cleaned as well
09 July 2026
I was very happy with the work done to my car. Yes it was a small warranty issue, but your staff were extremely helpful and friendly whilst I waited.
08 July 2026
The normal exemplary service.
08 July 2026
Top quality service and customer experience
08 July 2026
I requested why such variations in charge capacity when 100% to be told it the way it's being driven what a load of crap sorry but this is getting ridiculous
08 July 2026
Work completed very quickly and was diagnosed within the hour on time. Only problem was the video of the vehicle check was in the wrong format. Only photo of tyre shown
07 July 2026
@
07 July 2026
Very professional and nothing's too much trouble
07 July 2026
Efficient
07 July 2026
Work was carried out promptly, service was great. Appreciated the drop off and pickup in town.
07 July 2026
I rated 1 because of repeated communication failures, conflicting information, an undisclosed courtesy car restriction, incorrect warranty charging, pressure to collect the vehicle, and the car being returned in a poor condition. BMW UK stepped in
07 July 2026
everything went as expected, and in the time frame indicated.
07 July 2026
Good service as normal dropped of at bury st Edmonds and picked up
06 July 2026
Did what they promised and kept me updated of progress
06 July 2026
Amazing service as always
05 July 2026
Happy with service. Just had to wait a while to collect car as computer system failed
05 July 2026
Very good service from every touchpoint
04 July 2026
Customer service brilliant. Very easy and kept me informed. Collection very straightforward
04 July 2026
Would have been 5 star but reported problem not resolved only
04 July 2026
Not yet had the quote emailed for the steering rack replacement - hopefully on it's way.
04 July 2026
Good communication
03 July 2026
Excellent customer service
03 July 2026
Swift and efficient service
03 July 2026
A good experience. Was able to discuss and agree what needed doing. Received good advice and helpful guidance. Work wss carried out professionally and the car performs so much better now.
02 July 2026
Service was fine but car came out with car check warning lights on
02 July 2026
Ben is amazing. So responsive and such great customer care.
02 July 2026
Very polite and informative service staff (including the video update of the vehicle condition ) and the complementary drop off and pick up service to/from Bury St Edmunds town centre adds to a very positive experience.
01 July 2026
Excellent work, no comment
01 July 2026
As usual a thorough appraisal of my car, and cost analysis when I returned to the showroom,
01 July 2026
Apart from the service, the key issue was to rectify a twisted driver's seatbelt. Despite assurances problem resolved it was not. Car only in for 1 hour for £355!
01 July 2026
Friendly, efficient and helpful servicing as normal
30 June 2026
This was my first visit to the centre, I'm really pleased with how well everything was explained, with time frames given on waiting. I'll definitely being my vehicle back again.
30 June 2026
Polite and efficient
29 June 2026
I'm very happy doing good job
28 June 2026
Excellent customer service at Bury St Edmunds - kept informed in a timely and proactive way, on time and clear on costs.
28 June 2026
given the difficult circumstances (extreme Heat) all of the staff that dealt with us behaved in an exclamatory and professional way
28 June 2026
Ben was brilliant and kept me informed every day.
27 June 2026
Efficient and friendly. Ben is outstanding, he has great people skills and kept me informed of everything that was happening to my car.
27 June 2026
The service from Gary who was looking after me was brilliant from start to finish. Keeping me updated on my vehicle, organising a very good loan car while mine was in the workshop.
26 June 2026
Very courteous and helpful team and very efficient service.
26 June 2026
Nothing to complain about! Ben Carpenter our point of contact is excellent.
26 June 2026
Overall good service but room for improvement with regards to communication.
26 June 2026
Always made to feel welcome.
25 June 2026
It just seems if you don't have a courtesy vehicle then your not priority ??
25 June 2026
Asked for information on potential service plan twice and never heard anything further
25 June 2026
Perfect
24 June 2026
Every thing required was dealt with Got it right first time Out of line with too many service providers that's why we buy the brand
24 June 2026
From check in to completion the interaction was very favourable.
24 June 2026
Fast service and on time.
24 June 2026
Excellent work
24 June 2026
Everything was accomplished on time.
24 June 2026
Great service by Ben .
23 June 2026
Excellent service
23 June 2026
No issues very helpful, vehicle was ready in good time
23 June 2026
The service team kept me informed from start to finish, Rosa phoned me every week with updates.
23 June 2026
Your staff are great all around.
22 June 2026
MOT and vehicle report suggested ths.
19 June 2026
Rosa and Ben went out of there way as usual to provide excellent care.
19 June 2026
Quickly done and everything explained well
18 June 2026
Did everything I wanted
18 June 2026
Great service from all staff
18 June 2026
Everything went ok with booking car in and picking it up Paid the invoice but when checked been charged more for MOT than quoted also device light was on car
18 June 2026
I was very happy with the information provided and with the attention of the staff on updating me of additional work required
18 June 2026
Swift check in and collection of loan car. BMW kept me informed of the recall work being carried out and the expected completion time the following day.
17 June 2026
Easy communication , fast appointment.
16 June 2026
Brought my 72 plate BMW X1 in for an MOT. Was completed and passed ok but service wasn't acknowledged as done on the car so is now showing overdue on the dash.
16 June 2026
Rosa Heighes always gives an impeccable service when I am with you, which is often given I do 30,000+ miles per year. I feel personally looked after.
16 June 2026
Safety recall carried out as arranged, car washed & vacced out. Great loan car!! (i5 touring).
15 June 2026
Nice welcome, pleasant waiting area, work completed in timely manner
14 June 2026
On arrival I was greeted by reception who directed me to the seating area within the showroom. The work was carried out and a gentleman returned my keys and ran through the safety check list, all good.
13 June 2026
Prompt and efficient
13 June 2026
did the srvice needed and fitted in check of two other issues
12 June 2026
Received very courteously and service undertaken without delay. Everything fully and carefully explained. Very good
12 June 2026
Collected and returned on time and good comms during the visit
11 June 2026
Service was followed up with detailed breakdown of potential future problems.
11 June 2026
Service quickly completed
11 June 2026
Excellent service from the team , couldn't be better
11 June 2026
Efficient check in, car ready and clean on collection. Friendly service.
11 June 2026
Your workshop were spot on with timing and hospitality in the waiting room was excellent. Your mechanic also found defects in two tyres and he was very thorough.
11 June 2026
Recall went well. Tyre problem investigated with no problem found.
11 June 2026
Very helpful and friendly
11 June 2026
Tammie Dudley was very friendly and helpful.
FIND Stratstone Bury St Edmunds BMW
Address
- Thetford Road, Fornham St Martin, Bury St Edmunds, IP31 1SX
Opening Hours
- Mon–Fri:08:30 - 18:00
- Sat:09:00 - 17:00
- Sun:10:00 - 16:00
Phone
- 01284 530780
Bury St. Edmunds as well as surrounding areas including Haverhill, Thetford, Ely and Newmarket
Address
- Thetford Road, Fornham St Martin, Bury St Edmunds, IP31 1SX
Opening Hours
- Mon–Fri:08.00 - 18.00
- Sat:08:00 - 13:00
- Sun:Closed
Phone
- 01284 530765
Bury St. Edmunds as well as surrounding areas including Haverhill, Thetford, Ely and Newmarket
Address
- Thetford Road, Fornham St Martin, Bury St Edmunds, IP31 1SX
Opening Hours
- Mon–Fri:07.30 - 18.00
- Sat:08:00 - 13:00
- Sun:Closed
Phone
- 01284 530765
Bury St. Edmunds as well as surrounding areas including Haverhill, Thetford, Ely and Newmarket
04 September 2026
Salesman Rob, very easy to deal with and provided regular updates.