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ABOUT STEPHEN JAMES WOOLWICH.

Find out more about what we do and our team.

CUSTOMER REVIEWS.

Our 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.

Efficient staff

Service

Service was poor. Had a slow puncture and oil service. Once done I wasn't called saying it was complete (I had to chase). Found they'd installed the wrong brand of tyre on the car. Had to go back to get fixed. Was never called to say new tyre was in

Service

every thing went smoothly

Service

very prompt & efficient and my car is always ready earlier than planned.

Service

See above, the actual service carried out very satisfied

Service

Please see report above

Service

Had to revisit for a second time as the technicians failed to pick up the lipped discs on the front and worn pads. Resulting in more lost time at work and another £20 charge for a loan car.

Service

Dave figg always deals with issues in a professional manner

Service

Derek top man

Service

Unfortunately I have to score low here. As I purchased the car brand new I was unaware when exactly my MOT was due. So relied on BMW to let me know. It was until I got my tax reminder that I realised the MOT had been done a month and a half too early

Service

Thorough breakdown and video analysis was very helpful

Service

The service under Mr Trivett is excellent, during a tyre repair he also accommOfsted my request for a car service

Service

The service was completed in good time the staff was helpful,it did help that in now many of the staff.

Service

My sales advisor Derrick was very dedicated when it came to customer service. Whilst there I was frustrated over a few things but he made sure I left having a smile on my face and with a result

Service

Service team at front of house are always excellent but communications I have a time of booking wasn't on the job sheet. I also asked for a quote for a replacement under grill which I'm still waiting for.

Service

Dealership mentioned it take more than 2 days for them to download and install latest map updates which seems unreasonable. I'd expect such updates to be much faster at dealerships! Why do they take 2 days?!

Service

As usual BMW looking after their customers

Service

The team were very understanding and helpful of a technical problem I had.

Service

Always feel as though I'm being taken care of how I should be as a customer.

Service

See above. My main concern now is where do I go to get my car serviced and maintained? Not sure I'd feel comfortable leaving my car in the Woolwich dealership after my previous experience.

Service
Thank you for your comments, one of our management team will be in touch to fully understand your concern, something clearly went wrong and we would like to give you some comfort that in the future your car will be looked after while in our care.

A tyre change was advised, red alert. and another visit arranged. I'm without my car again but third time lucky, hopefully this time the tyre will be replaced.

Service

Courtesy car was not very clean

Service

Got the car back and apparently it was washed. Didn't have time to complain but the wash and clean wasn't great. The first time I took my car in I walked away with a dink in the door. Feels like no one actually cares.

Service
Thank you for your comments, your car should have been washed and vacuumed to an acceptable standard and it is disappointing to hear that it wasn't. We are more than happy to repeat the clean should you be passing or in the area, we would just need a small amount of prior notice. We do care and I am happy to discuss your concern over the phone or face to face should you wish.

This is not a very friendly or welcoming organisation, and seems to be getting worse each time I visit. They are now charging for the use of courtesy cars.

Service
Thank you for your comments, sadly after 20 + years we do now charge for loan cars. We did take some time and effort to come up with what we considered to be the right cost. We feel that £30 including insurance represents great value against hire car companies. Your comments about our environment not being warm and welcoming concern me and I will address your comments with the service team.

No problems but it's much further than now where it was located before and will be changing to Bromley now

Service

The main issue was not solved,

Service
Thank you for your comments. I am delighted that the service received was good during your visit. It is a shame that the car does not operate in line with what your expectations with the options on the car when purchased, sadly we cannot add this function at retailer level.

The only issue I had was that i had to wait 2 weeks for an appointment .

Service
Thank you for your comments, we are working really hard to accommodate more customers at shorter notice, we look forward to helping you a little quicker in the future.

Faciliated my leaving car overnight due to overseas travel.

Service

I was not kept waiting. Dave was very helpful.

Service

As above what is the point of getting extended warranty - being told the repair is covered then end of the price goes up and tell me not covered due to low mileage really annoyed about that

Service
thank you for your comments. It is a real shame that the extended warranty does not cover wear and tear items such as batteries, sometimes parts do wear out over time (8 years) and sadly the cost of those is down to the customer. I hope we can help in the future.

We had to wait an extra day for parts to be delivered, as they were not held as stock.Otherwise it would have been '5 Stars'.

Service
Thank you for your feedback. We always aim to deliver 5 star service and it is a shame that we cannot stock more parts. BMW do offer a fantastic same or next day delivery service which we often use to satisfy customer needs. We look forward to helping you in the future.

I had a problem with my tyre pressure monitors, went into Stephen James at Woolwich, and luckily for me, they were able to fix the problem within 2 hours. The fact that it cost £110 just to replace one valve means that it's just 4.1 and not 5.

Service
Thank you for your comments. The cost of the valves are more expensive than the norm as they have a sensor within them to measure tyre pressure. I am delighted that you were happy with the service.

The eirk and check was carried out satisfactorily.

Service
Thank you for your comments. I am pleased that the service you received was good, in the future please bring any concerns such as the loan car to the attention of the manager who will do his best to help the situation.

Pleased with the depth of the inspection

Service

Fast, efficient and on time; not bad value and you get a clean car, free coffee and newspapers while you wait. What's not to like?

Service

See above. I was not kept up to date. The alloys are not badly damaged at all, and I've never had a problem getting them (or the ones on any of the two previous X5s that I've owned) re-polished previously.

Service
Thank you for your comments. I am sorry to hear that you received a poor level of service, clearly our departments have not communicated very well and these comments are more than justified. We look forward to putting things right in the future.

I own a BMW, Mercedes and used to own an Audi and by far the best aftersales service I have received was from Stephen James BMW at Woolwich.

Service

Great service and fantastic customer service

Service

Everything went well except the courtesy car which I got. I got the documents for mini cab 2 days after getting the courtesy car which means I was out of work for 2 days.

Service
Thank you for your comments, I am pleased that the repair went well and disappointed that you lost 2 days work. Sadly our loan cars cannot be used for private hire or taxi work. Should your car require any work with us in the future please make our reservations department aware so that we can look at alternative measures. depending on the level of repair it might be possible to carry I out while you wait or on a Saturday morning.

I have been waiting for more than 2h and nobody explain to me why

Service
Thank you for your comments. I am really sorry to hear that you waited for far too long while collecting your car. I have looked into the matter and I can confirm that it was completely our fault and that we have taken some measures to ensure that it does not happen again.

The repair was completed with delay and the car was returned in a pristine condition

Service

Awful customer service from lady on the phone who was rude. Also totally disgusted with the durability and performance of my 3 yeard old car with low milage.

Service
We are sorry that you found our employee rude on the phone, I will look into this for you. BMW cars perform to a very high standard in terms of power and economy. They do require routine servicing on a mileage or time basis to keep the performance to the high level that you have enjoyed.

I was confartable as I was waiting, there’s a coffee machine so no boredom

Service

Service not completed - service indicator still on. Multiple attempts to chase up a quote for fixing bodywork damage - still waiting for a quote.

Service
I am sorry to hear that your service indicator was not re-set when we serviced the car. I will chase the bodywork quote up for you today.

excellent service

Service

Cause of the experienced I have had in my last visits, incliding when i bought my current X5 from your London Woolwich branch

Service
We are really interested to know how we get your marks from 3 to 5 stars on your next visit, we would very much like to discus the matter when you return from your holiday.

The service was fine, and although the car washed and clean on the outside the inside had not been cleaned. in fact was dirty, It was dusty and dirty with marks on white leather footprints in the black carpets.... Not impressive!!!

Service
We are extremely unhappy to read that we have let you down by not cleaning the inside of your car properly. Please feel free to drop the car back into us for another full complimentary wash and vac. We will book this in at your convenience.

All good. No pro blems

Sales

I was extremely satisfied with the service which was given by Lee, he was very informative all the way throughout and communicated well.