Big Motoring World - West Malling Reviews 

The staff is very professional and friendly. They take you through the full process in detail and answer all your questions. Prices are reasonable. Everything felt seamless.

We visited Big Motoring World West Malling after a bad experience at their Blue Bell Hill branch where the big screens showing their stock kept on disconnecting and the music being played in the background felt akin to being in a night club! What a difference! Upon being shown to a seat we were offered complementary drinks which was a nice touch. However we were still left waiting for over an hour before we finally got to see a sales person. Our sales person Joseph was friendly, helpful, and patient in answering all the questions that we asked. We looked at a few cars and finally settled on one that had full service history and looked to have been well looked after (which was not the case with most of the other cars we viewed). Once deciding to go ahead with the purchase we were then shepherded to different areas including sales, extras, finance, and finally handover which was a very long drawn out process. During this time they try to up sell and offer all different types of care packages which we politely but firmly declined along with the credit facilities that they also pushed hard. During our experience as already mentioned Joseph was very good, unfortunately the same cannot be said for the finance lady or the ladies in the car handover office who were miserable! If we could offer any tips it would be to avoid the weekends as it was much quieter when we re-visited during the week. Make a full list of the cars that you want to view and inspect them in one visit to save more unnecessary waiting time if needing to return to view more. Very carefully inspect the cars you are interested in for service history, panel gaps / fitting, oil leaks and tyre wear etc. We were lucky not to have to try and use their 90 day warranty however having read other reviews before and after we purchased our car these did nothing to inspire confidence. So far we have been very happy with our car. Having regularly checked prices in the 5 months since we purchased it we have still not found a better price for the year and specification of the car that we purchased from Big Motoring World (West Malling).

We had a great experience buying a car here, the staff we dealt with were very helpful and informative and made the experience easy

I would like to give a higher rating. However, I have found that I’ve got lots of extra funds to pay and the “aftersales” teams response is “this isn’t our problem”. So I’ve spent thousands on a car and now almost an extra grand to pay already. Not happy but I can’t do anything about it.

Very Poor Preparation and Extremely Disappointing Experience

I recently purchased a vehicle from Big Motoring World for almost £25,000, and unfortunately the entire experience after payment was extremely disappointing.

After completing the purchase, I was reassured that the car had been thoroughly checked, prepared, and was ready to drive away. However, the vehicle was handed over to me with a completely empty fuel tank — literally showing 0 miles range. For a car of this value, that level of preparation is unacceptable.

I was advised to go straight to a petrol station to refuel. When I arrived, I discovered the fuel lid would not open at all. It was completely faulty. I had no choice but to drive back to the branch and report the issue. The car was taken into their workshop, and I was later told the fuel lid had to be forced open and would potentially need replacing.

This process took three days.

To make matters worse, immediately upon first handover I noticed that the front car badge/logo was loose. I specifically asked for this to be fixed while the car was already with them for the fuel lid repair. When I returned to collect the vehicle, this had still not been done. At that point, after all the inconvenience, I simply gave up and drove home.

Because the vehicle was not properly prepared and had to remain with them, I also lost two separate day insurance policies that I had arranged specifically for collection — which meant additional financial loss on top of the frustration.

For a £25,000 purchase, I expected professionalism and proper quality checks before handover. Instead, I received a car with zero fuel, a faulty fuel lid, a loose badge, wasted time, and unnecessary expense.

Very disappointing experience and not what I expected at all.

Weird that you’re not able to browse the cars without a salesperson allocated to follow you around, and for that, you’ve got to wait up to an hour. When you finally get seen, they won’t leave you alone with the cars at all. All consideration and review of the cars must be done with a salesman hovering over your shoulder, which is a pressure tactic. I would understand if it were an open forecourt but you’re within a gated area so not like you can drive off with the car. Other large dealerships aren’t like this so it isn’t a comfortable experience. Once we actually bought the car, I noticed a small issue that amounts to a safety risk on the car. I expected the after sales team to sort it with no question but they completely washed their hands of us and every reply to my emails was the same copy and pasted response that I’ve signed that I accept the car’s condition. Under consumer law they are obliged to engage regarding issues but seems they don’t care about that. Luckily it’s an issue I can get sorted elsewhere without too much cost, but beware, no matter what they tell you when buying the car, once you pay you are on your own.

0/10 once you’ve purchased your chosen vehicle the atmosphere changes completely and they can’t wait to get shot of you incase you find something wrong with the vehicle you purchase in which case I did the following day after a closer inspection I found the mearside wing had been repaired to a unsatisfactory standard I called big motoring world assist they asked for pictures which I sent the reply was to be expected due to age & mileage & ware and have washed there hands of it this is there final decision used my consumer rights act 2015 asking for a full refund returned vehicle still waiting

Polite and helpful team.

I booked a test drive for 4pm on
Saturday. I arrived in time, joined the conveyor belt of souless number not people. Waiting for 40mins at a desk. Nobody came up to us the whole time we were there so left.

If you want customer service don't bother going

Quick and easy

The salesman was very polite and customer friendly. The car was as advertised. There seems to be a policy of pushing h4rd on the warranties and cleaning kits.
The car was quite dirty when handed over. I would expect more attention to detail, inside dirty air vents, door and boot shuts hadn't been cleaned at all.

Sam is really nice and patient

Brought car down for us and purchase was smooth. Tyre was change as needed.

Out salesman Cameron made the experience stress free.

When I paid the Deposit for car, I made it quite clear I did not want the GardX product. When I went to pick up the car they insisted Ihad the GardX product and had to pay an additional £640 pounds that I did not have.
They get you to sign documents for the Deposit on the car. but they do not mention you are agreeing to an additional payment of £640 when you come to make your final payment.

Bought an car from Big motoring world west malling this weekend, An outstanding experience from start to finish I have never had a better experience than this with buying a car, no issue was too small, The receptionist to the salesmen the finance team and the handover team everyone made my experience pleasurable. Will definitely be going there to buy my next car.

Cameron, Laura, and one other were clear, helpful and straightforward when purchasing the car. It all went better than I expected, but be prepared to be at the showroom for two and a half to four hours if purchasing your vehicle, including a test drive. All in all, I’m delighted with my new car. The only downside was that the trade-in price was rather low, but eventually agreed upon. Unlimited free tea, coffee, and milkshakes!

Ryan did a great job was helpful helping us find the right car at a great price

What a pleasant experience it was at big motoring world today! Callum was brilliant and very helpful and Laura helped massively today, will be going back to get my next car!