Big Motoring World - West Malling Reviews 

The after sales service I received has been disgusting. No ownership taken of the issue ( a car less than 2 years old just purchased from them with 2000 miles on the clock). The car needed a new clutch but the service BMW (under warranty) provided was hopeless, slow to reply or get things moving. I ended up having to push for the repairs with no help from them. They did their best to avoid replacing the clutch and in the end I was without a usable car for 8 weeks, which they don't consider worthy of any compensation or goodwill gesture. All smiles whilst purchasing but after sales - BEWARE. AVOID AT ALL COSTS !

We had a fantastic experience purchasing our Hyundai, Tucson at the West Malling branch.

I’d particularly like to highlight Cameron for the outstanding service he provided throughout our purchase. From the very beginning, he was professional, approachable, and incredibly patient while we worked through our indecisiveness. He never made us feel rushed or pressured, and instead took the time to answer all of our questions and make sure we felt comfortable with every decision.

What really stood out was Cameron’s knowledge and genuine care for his customers. He informed us about the option of voluntary termination on our current finance agreement—something we had absolutely no awareness of—which has potentially saved us a significant amount financially. That advice alone made a huge difference to us and showed that he genuinely had our best interests at heart, rather than just focusing on the sale.

Cameron made what could have been a stressful process feel easy and enjoyable, and he is a real credit to the team. We’re extremely grateful for his help and couldn’t have asked for a better experience.

When it came to collection, Yasmin was equally impressive. She took us through all of the paperwork clearly and professionally, making sure we understood all of the relevant information. She made the handover process smooth, efficient, and stress-free.

Emily also helped us with the final part of the process and was pleasant and helpful, although we didn’t spend enough time with her to provide more detailed feedback.

Overall, the team made the whole experience positive, professional, and straightforward. Thank you all.

I’m extremely disappointed with my experience. During the test drive, the car appeared to be in decent condition—no obvious scratches were visible, although the interior was noticeably dirty. We raised this with the staff before agreeing to purchase, and we were clearly assured that a full deep clean would be carried out prior to collection.

Unfortunately, that promise was not kept. When we received the car, it hadn’t been cleaned at all—the interior was just as dirty as before. Even more concerning, there were multiple scratches on the interior that were not visible during the test drive. The difference in condition from one day to the next is hard to ignore.

Overall, this has left us feeling misled and frustrated. It genuinely feels like we were not given the same car we originally viewed, or at the very least that its condition was not honestly represented. I would not recommend based on this experience.

Detailed explanation of the vehicle features and excellent communication

We saw a car we liked on Saturday morning and drove the same day from Portsmouth to west Malling and was met by salesman Joe. He was very welcoming and straight away we felt there was no pressure selling. He offered us a coffee and only then did we realise they have an actual coffee bar with barista coffee and hot drinks and really nice milkshakes ! All very nice. Joe talked us through the car on the computer and said he would bring it round for a test drive. He did this and allowed us to look around the car at our pace and we were not rushed around it atall. He was very knowledgeable and knew everything about the car and clearly took a real interest in the car. We went on the drive and he encouraged us to go longer for the drive. All very laid back without the dreaded sales man talk but remained professional throughout.

When we got back to the car sales we said we wanted the car and because we had literally needed a car the same day he arranged a full valet and the extra paint and seat protection that we decided to buy was applied. This was all swift and carried out whilst we did the paperwork. He worked with us with the figures for the warranty and we were happy and took this out as well.
We were then passed to a lady who did the handover etc and showed us back to the now gleaming car.

They clearly have a very good business model with precise , efficient and streamlined processes from start to finish. Nothing was to much trouble and we couldn’t believe what a great experience we had. The showroom was modern and clean and we were blown away with just how well everything ran.

If you see Joe at west malling you will be with a very nice knowledgeable person who has the passion without being pushy. A perfect example of how salespeople should be Brilliant and we will def be back when we need another car.

Great communication from the company and very good service at West Malling branch.

Bought Hyundai tuscon from wimbledon branch branch manager helen was a great lady excellent customer service but next day engine management light came on on car after numerous calls after sales team book with AA garage for diagnose this process took 10 days than finally they agreed to exchange the car so i been to west mailing branch good customer service only salesman was in rush to sell me vehicle without even looking at it properly. Anyways i got new exchanged vehicle now so overall experience i would say is 8 out of 10

Very friendly and professional staff, and no hard sales. Would definitely use again, and recommend to others.

What a waste of time - I do not recommend. Booked a slot to test drive a car and after waiting 30 mins, I was told I was next but they couldnt say whether the wait would be 5 or 50 minutes. But I could look at the locked cars… I would never buy a car from somewhere that cares so little about their customers

Staff was great but I wasn't too happy with the car I part exchanged for and the price I got for my existing car. Premisis clean professional and welcoming. Car I received few marks and scratches on exterior and interior roof lining bit marked and ripped. Got back very much less then they originally offered me for my car.

The person who is serving me was knowledgeable and answered my questions. He suggested many things that I should do. Well mannered and friendly. Anoush is the person who's dealing with the car. Steph is also approachable and knows her stuff.

I turned up from holiday with no appointment, delt very quickly found my dream car . The experience was very quick and utterly professional ,Syed demonstrated all the aspects of buying and car information and Laura delt with all financial. An excellent experience,thank you all the team at BMW.

Staff were amazing excellent efficient and quick

Very professional, very honest and polite, it all seemed so effortless , would definitely recommend to friends and family.

Alex was very helpful in how he handled our enquiry and he seemed to appreciate what we were looking for and what our needs were.

Very friendly, went on a Sunday it looked busy and we were seated then seen in a very short time!

Vic was great in giving information adn booking us in for an appointment.
Thank you.

Good service, overall experience was great!

Went well to start with.
Nathan was very good answered all our questions.
We went back to buy a car , Nathan was busy..
Joe took over .
We're also told (Joe) the car would have petrol put in , we almost ran out getting to a gas station. Not happy,
Very pleased with the car .
Nathan 5/5
Joe 4/5

The sales executive and handover advisor (Carl & Emiliya) were attentive and extremely helpful. The service and experience were great from start to finish.