Berry Cobham BMW Reviews 

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.

Very friendly and professional service. They answered all my questions and were very approachable.

Very good. Easy to deal with, attentive and friendly. Handover of my part-exchange and pick-up of new car entirely hassle free. Would recommend.

Looking for a Series 3 PHEV Tourer. Arranged a test drive. Hamzah and James were so friendly, knowledgeable and helpful. Both my wife and I test drove it and we got a great discount on the car. Would definitely come back again. On the day of pickup also very friendly and helpful. My son who is also considering purchasing a BMW is seriously thinking of coming here to buy it. Also, lovely coffee!!

Excellent service from Connor and Paul
It was very pleasant and we were able to buy the perfect car

Excellent service from Dhan who was solution oriented and responsive. He understood our requirements well and came up with the best car to fit us.

Immediately felt welcome and sales team were quick to engage but kept sufficient distance to allow us space to look around. One of the best experiences I’ve had at a BMW dealer

Recently bought a 1 series from cob ham bmw Connor dealt with us and what a pleasure it was nothing was to much trouble great customer service and delivered us the car in a record time best service I have had when buying a new car

My M6 went to Cobham for some issues and Henry was very helpful as always. He kept me informed of progress regularly and made sure all issues were sorted.

Used Berry’s for last 3 purchases service is great Bilal and Marvin are an absolute pleasure to deal with and always deliver a high standard of product knowledge and service

My car was taken for a clutch replacement. I was told the work would be carried out within a couple days. It took almost 3 weeks and the communication was shocking. When I went to pick up the car there was a massive crack in the wind screen which they blamed me for although it was 100% done by them whilst they had it. Would never purchase anything from BMW again.

Never had such a bad experience with a dealership. I left my car with them for 2 hours to get the break fluid serviced. I came back to my window smashed. They’re refusing to fix it and are accusing me of lying; stating it was broken on arrival before they touched it. All the managers are as bad as each other, Phil and Jason especially.

After two visits to Berry Cobham - I was left with a bitter taste in my mouth.

I agree to putting down a holding deposit on a car in the week leading up to a viewing on the Saturday.

However, that seemed to then constitute a binding sale. Zero interest from the Sales team to try and 'Sell' me the car. Disappointing customer service, hoenstly - I didn't even get offered a cuppa.

Based on this, I was unwilling to spend this significant amount of money with Berry Cobham.

I decided to walk away from the deal and requested a refund. I was assured it would be repaid asap.

Later that afternoon, I got a call - offering me a minuscule percentage off - like that would make a difference or make up for the poor customer service.

And yet 2 weeks later, I'm still here - waiting for my refund.

I've called and I've been assured calls back - yet no call back. And no refund.

So would i recommend Berry BMW?? They've given me exactly a thousand reasons not to.

Great dealership. I took my son for his first "big" car and we left very impressed by Bilal who arranged for the car to be delivered for a test drive. Took my son through everything that was necessary and showed him loads of features and so on. Bilal is incredibly knowledgeable and of course no doubt very experienced but not only that but an actual friendly person who gave us a great deal of confidence when making this large purchase of £20k plus. I will definitely return when I am in need of a new vehicle and highly recommend the whole team but Bilal in particular..