Berry Cobham BMW Arvostelua 

From the moment we stepped through the door, we were very comfortable- and confident that we had made the right choice for a used car. Our consultant was knowledgable, friendly - and very efficient. Thank you for making this an easy decision

Marvin has made the experience fantastic from the first enquiry to signing on the dotted line. Informative, chatty and all without pressure. Having spent a couple of weeks looking around and finding most dealerships rude (not BMW) it was a breath of fresh air. I can’t wait to pick up the car!

Excellent and helpful service, made me feel very welcome.

Good to see the Berry of Cobham getting another great write up from Steve. I have reported them to BMW but they don’t give a toss so best just avoid BMW brand until they can be bothered realising what a horrible corrupt dealership this is . The ICO my next stop

Do not buy from this company. They proposed a deal with a view to collecting the car within the week. It later got delayed by a week which by no coincidence meant that I made another payment on my existing vehicle. When I raised this issue and said that the deal was no longer what we agreed, they admitted (by email) that they had used this newly adjusted figure when originally proposing the deal. No transparency and underhanded tactics just to try and get your business. I have contacted BMW UK to alert them how one of their dealers conducts themselves and the reflection it has on BMW as a company. This is my 7th BMW and never have I ever experienced this kind of appalling approach to customer service.

I have found Berry Cobham and Richard Burton very helpful. I purchased a car from them and they made the experience as pleasant as possible.
I would certainly recommend Berry Cobham and Richard Burton if you are considering buying a car.

Thanks to Hamzah who helped me with our car purchase.Very helpful, courteous and professional,not pushy at all.Would definitely recommend Berry Bmw

Mervin and Ben, what a great team, an asset to BMW. They were both, kind, courteous, knowledgeable. We turned up no appointment, they could not have been more helpful. We have purchased several BMW cars over the years from you, we will most definitely be back. Thank you

I bought an M4 Competition from this dealership. To start with, the sales rep Bilal was very friendly and seemed down to earth which is why I decided to proceed with purchasing this car despite the circa 350 mile round trip.

The sales reps were keen on pushing the G3 ceramic coating, for a car like this I decided I opt into this package as I assumed a BMW dealership would be able to provide the best service with sealing one of their own cars that they’re selling. This is a very wrong assumption to make.

I picked up the car in overcast conditions, a few days later once the sun had come out I noticed heavy swirl marks all over the vehicle. This isn’t right as you apply a ceramic coat to protect the paint work, what’s the point in protecting the paint work if you haven’t first properly prepared the paint? I contacted Bilal about this, who by his own admission said they shouldn’t be selling the G3 ceramic coat in his opinion as they can’t do it justice, as the detailers don’t care to spend enough time applying it properly. So the sales team convince you to buy the product knowing full well that you aren’t getting what you pay for.

I had a detailer look at the paintwork and he was shocked at how poorly the ceramic coat was applied, the water isn’t even beading on the surface let alone the swirl marks left on the car.

I tried to contact Bilal who at this point seemed as though he didn’t care to sort a quick resolution, often having to wait days for a response when before I bought the car he was very helpful and responsive. Clearly just cared about the sale and not helping with something the customer is unhappy about. I had to escalate to BMW customer services, then Simon Omer reached out to me - the used car Manager. Simon said I “should expect some imperfections on a 6 year old car”. So the manager for the used car sales team thinks it was right that I bought a car from BMW with swirl marks all over it? As well as paying extra for a paint protection package which wasn’t properly applied and wasn’t even prepped beforehand? You expect a lot more from a BMW dealer.

Simon was rude and unhelpful, and only offered a part refund for this joke of a service. I’ve read other reviews which state the same experience with Simon so I’m not surprised. DON’T buy the G3 ceramic as not even the sales people believe in this. As a matter of fact, I’d advise to stay clear of this dealership who care more about getting sales than they do customer service and taking accountability for their poor product.

Thanks to April for helping me buy my new car. Friendly, professional and courteous. A real pleasure to deal with. I have no hesitation in recommending purchasing your car through BMW Cobham

Having recently purchased a new motor vehicle from Berry BMW at Cobham I must congratulate all of the staff with whom I have enjoyed contact as extremely friendly and helpful. They have all made the very worrying exercise of buying a new car so much easier.

The sales man was quick to understand what I was looking for. His understanding of the BMW range was exceptional. He quickly identified the model, colour and interior trim that matched what I asked for. A test drive a few days later. Car on order, job done.

Absolutely appalling service.

To begin with, they tried to add an admin fee to a £30,000 car without advising. Removed after dispute, although they blamed the BMW website, even though I've never had that before. The listed price should be the 'walk away' price.

Was told the car was in excellent condition with a couple of minor issues to be sorted prior to collection so paid the balance and before arriving was told the issues hadn't been sorted. Went to collect the car and saw it in the car park before speaking to anyone only to find an inch long scratch on the drivers door, along with 3 dents on the passenger side. I went inside and asked to speak to Simon Omar (the used car sales manager), he was rude and dismissive. He said having the issues repaired in an approved workshop wasn't an issue and they'd only find a smart repair, given the issues so far I wasn't convinced they would sort the problems to a fair standard. I was told they'd missed the dents I seriously doubt they wouldn't have been missed when they bought the car.

Simon was rude to both myself and my friend and when asked if he thought it was fair we should travel a 500 mile round trip to find the car in the condition it was presented, he simply shrugged his shoulders, said 'refund then' and proceeded to turn his back and walk away. By this point, I was incensed and asked when I could expect the money in my account, to be told 'by Tuesday' (it was a Saturday).

The refund for the main balance was late being returned and I spent the best part of a month chasing the deposit refund (£1,000) with Jason Wright who assured me it had been processed. After the near month of waiting, I received a notice from Worldpay which stated the refund had only just been processed.

Quite honestly some of the worst customer services I've ever seen and as stated repeatedly, all I wanted was the car provided in the condition advertised, for the price advertised.

I've since purchased an M340D from Stephen James in Ruxley and all I can say is the difference in service is night and day. Exactly as advertised and faultless effort from them to ensure everything was perfect.

Great service from Hamzah, keeping me updated throughout the sales process.

Everything went smoothly from organising a test drive, to arranging the part exchange. Very friendly and knowledgeable service. Would recommend to friends.

Big thank you to Simon and James for very friendly approach and professional customer service.
Everything from start to finish went smoothly.
They managed to resolve a couple tiny issues on my wife's new used 118i for what I'm very thankful.
She will definitely come back in the future to get another used car from Berry BMW.

Never owned a BMW so no experience of dealing with staff etc. My daughter wanted to upgrade to a Series 1. Extremely busy with work so helped and did some research. Contacted a few dealerships ( professional and helpful ). What I would expect from a premium brand. Had a short list of cars. BMW Cobham had one which seemed to fit the bill. Also, the most expensive!
Contact on 22nd December 2023 ( Call 1 ) expressing my interest. I was told the dealership would close over Christmas. Called on 27th December at 10:17am ( Call 2 ) and spoke to Hamzah Naseem to express my interest. Another call at 12:49pm ( Call 3 ). Received first email at 13:34pm. Unfortunately, details of the wrong car and price! Poor start. Another email at 13:57pm. The right car but £700 higher. The format of the details and ease of understanding was poor. Asked why the price was higher. Something to do with £700 DC. ( Reply at 3:02pm ). Why add extras without first asking and discussing with the customer? Presumptuous to say the least and not impressed. Called Hamzah again 15:53pm ( Call 4 ) to ask about a possible part exchange. He said he could not provide a value because his manager ( Simon Omer – Used Car Manager ) was away. He said he would speak to Simon in the morning and contact me in the morning. This was to be the last communication between myself and Hamzah. He did not call again. Wasted a whole day. Complete failure at Level 1 – the shop floor.
On 28th December waited for a call from Hamzah which never arrived. Called the dealership at 12:13pm for someone to contact me regarding the car. Received a call from Simon Omer at 13:19pm. Explained the situation and had to start again. Part exchange value within 60 seconds. Too low to consider. Discussed figures and how to finance the car. Said I would discuss with my daughter. Asked for my email to do a test. I received an email at 13:30pm - test run. He said he would send over some figures. My daughter was on a conference call but I made contact to say I was waiting for some figures to then make a final decision. Waited over an hour but no finance illustration. 15:11pm received an email from Simon to say the car had been sold to someone in store! Complete failure at Level 2 – Middle Management.
Shocked and in total disbelief. My first call was on 22nd December and with numerous calls and emails my interest was not deemed to be serious? I sent a message via the website to indicate my intention to make a formal complaint. Simon picked up the message and sent me an email on 29th December that he was prepared to discuss the matter and for me to indicate a time. I replied with a time but he did not reply. No further communication from Simon Omer. In his email he also mentioned something quite concerning at the time. He basically indicated that there was a clear preference with someone who was making a purchase in store as opposed to someone making a purchase over the phone. This is outrageous and a clear case of discrimination. There is no difference to someone wanting to make a purchase with cash or on finance so why is there a difference if someone is in store? Could it be the added extras are easier to secure? Why was I not advised to reserve or put a deposit on the car? On the website there was no facility to do this. I naturally assumed that once you made contact with a sales executive then they would keep you informed at all stages. I would have appreciated a call just to inform me that someone else was looking to purchase the car. This is commonly called an act of courtesy since I had already made a prolonged inquiry. In my experience, the used car manager would always sign off on a deal so Simon Omer and Hamzah Naseem would have known and did absolutely nothing.
Called the dealership again on 4th January. Jason Wright ( Head of Business ). The call lasted 25 minutes. Knew nothing but listened, sympathised but could not offer an explanation. After 2 weeks there has been no reply. Complete failure at Level 3 – Senior Management.
In summary, a very enlightening experience for all the wrong reasons. I cannot believe that this shambolic approach to customer service was possible from a leading brand like BMW. I will never contact BMW Cobham again and will share concerns with BMW itself because their brand is being tarnished with personnel who appear pretty blasé about their attitude, professionalism and approach to customers.

Great customer service. The most pleasant car buying experience I have had, mainly down to ace salesman Bilal.

Everything was going great, until it wasn't!
Saw an advert for a car listed on Berry Cobham that was Approved Used that I was interested in as it had the perfect spec I was looking for. Called them and the usual sales talk occurred. They asked for a £1000 (£1000!!!) deposit on the car to secure it, I paid it no problem. Arranged to go and visit the same day I paid the deposit (06/01/2024), bearing in mind I live 3 hours away from the dealership. Then I got a call back after 10 mins saying the car wasn't fully ready and it had to go in for BMW AUC the following Monday (08/01/2024) and no test drive was allowed as of yet. Got an email on Wednesday (10/01/2024) that the car was ready and when I would be coming to complete the transaction. I arranged to visit the coming weekend on Saturday (13/01/2024). I sent a few emails about queries I had and then I got told I couldn’t actually inspect, test drive and if I was happy, get the sale completed on the same day as there are no admins on a weekend (which is bizarre) and I had to collect the car another day. I also got an email that it is their policy that “funds are to be paid IN FULL before collection so that there are no delays or issues when trying to do on the same day”. I have never known a dealership that wants full payment before collection, that’s what deposits are for!! It is usually done on the day and drive away the same day.

11/01/2024
Unfortunately at this point, they returned my deposit despite me NOT asking or telling them to refund me as they assumed that nothing could be done and expectations were not going to be met. Not once did I tell them I was no longer coming to see the car or no longer interested, I was still interested at that point! So now I have lost the car that I was waiting a long time for just because the sales team assumed I was no longer interested. I was willing to make ends meet in order to get the car in the spec I was looking for. They should have not refunded me my deposit without asking what my next step forward is. Very poor handling of the situation and service.

Straight forward dealing and pleasant to do business with.