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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.

Parking wasn't great at this dealer. Also when I got there they didn't know I had booked a service while you wait online ,due to a system glitch. However the technician was very helpful and arranged a replacement car for me swiftly.

Service

The service was comprehensive with a video to prove it. Very helpful and professional staffs as well.

Service

The service was prompt and delivered more or less within the time frame stipulated. In terms of detractors, the cost was high and the quality of the waiting area could have been better compared with other BMW dealers that I have frequented.

Service

First class service

Service

Politeness and prompt service

Service

Dash cam was disconnected and not reconnected when I picked my car up.

Service

I said it all

Service
Thank you for your feedback. We have clearly not met your expectations during your recent visit and for this I am extremely sorry. We should have completed your estimate, re-set your I-drive and communicated with you throughout the process. Please accept my apology and a manager will be in touch to resolve your outstanding issues.

Fast and efficient service

Service

The advisor who's name was Derek, kept me well informed of the progress of my service and explained and eased any anxieties I had around work that was required. Very friendly and professional.

Service

Overall a good service although the phone system is poor

Service

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

Please see report above

Service

See above, the actual service carried out very satisfied

Service

Dave figg always deals with issues in a professional manner

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

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

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

Service

Thorough breakdown and video analysis was very helpful

Service

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

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

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

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

Courtesy car was not very clean

Service

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

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.

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

Faciliated my leaving car overnight due to overseas travel.

Service

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.

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.

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 salesman answered all our questions and made us feel very welcome

Sales

You can always improve

Sales

Staff were helpful patient and attentive. They explained everything fully, and were always on hand to help, even after we'd picked up the car.

Sales

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.