Gary L

Immensely poor customer service- avoid

I called Dick Lovett Swindon BMW (DLS), and requested a test drive. The individual I spoke to said he was going on holiday and would call me back on his return. The call never came. I was then called a couple of weeks later and asked for feedback for my DLS test-drive experience. Naturally I fed back that I didn’t have one because DLS never got back as promised. The rep on the call then apologised, exclaimed that this was not what BMW strived to be for its customers, and then insisted that he get in touch with DLS to call me back immediately. Again, the call never came. Whilst this was happening, I got in touch with Inchcape Audi. They were faultless regarding their customer journey, and the service was second to none. They organised a days’ test-drive for an S5, and ensured I was looked after in the show room. On the latter point an Audi rep phoned me and kindly asked how I was getting on with DLS as she knew I was considering buying a BMW. It was only then that DLS called me - This says a lot to me about their approach to customer service.