Sytner Group - Sytner Cardiff BMW Reviews 

On 16th. July 2026 I purchased a BMW X3 from Sytner Cardiff two years old and with about 16000 miles on the clock.
Everything seemed fine but I noticed that the drivers mirror did not fold right in and the slide tray in the centre console kept sticking shut.
I booked the car in for 18th. August but said that if they had a quick look when I got there I could maybe take it away and bring it back if they needed a part.
When I got there I was put into the 'flow system' where you are just another customer and you have to go into their waiting room and wait. So I did.
Ten minutes later Daniel, who sold me the vehicle, turned up and gave me loan car keys so that I could go.
O.K. off I went.
At about 12.00 Alison rang me at home and told me that on their standard inspection they had found that all four of my tyres had a cut in the tread area. Two of the cuts had reached the 'cords' of the tyres and the other two were just cuts except that one had a fragment embedded which they thought was metal.
She said that the right front and the left rear were dangerous and the other two were just about O.K.
When I said how could that happen, I have only had the car for 4-weeks and it has only done 250 miles in that time, all on main roads. She told me that I must have driven over some debris in the road. I tried to say that was ridiculous but she insisted that the cuts were not there when I bought the car as it had been fully inspected before I acquired it.!? The two dangerous tyres were to cost me £600.00.
Naturally I wanted to query this with Scott, the Used Car Sales Manager, but I had to wait till late afternoon for him to ring me. When he did he repeated what Alison had said that the car had been inspected prior to me purchasing it and there was no tyre fault.
After a short conversation he agreed to go away and reconsider, as he was open minded, and ring me back.
Predictably he did not ring back.
Daniel, whose car I had, agreed to return my car and collect his as he only lived a mile from me .
The next day, at about 12.00, I rang and spoke too
Scott Ewing and he said he was sorry but had not had time to deal with it. He was leaving at 3pm. but would ring me before that. Once again he did not ring back.
My car was sat on my drive with two 'dangerous' tyres so I was not going to use it.
The next day I managed to speak, (after a lot of hassle, again, with the totally useless phone system at Sytner) with reception who said that Anne-marie in service would ring me back. Half an hour later Anne-marie had not rung so I rang again but pressed for Used Car Sales. (Amazing how you get through so easily when they may get a sale.!) I spoke to Miles and told him how difficult it was to speak to the person you needed. He said he would go and find Anne-marie and ensure she rang me. A short time later she did. She was going to speak with Scott but that's when I found out that he was not in that day.!
So here we have a huge BMW dealership with no Head of Business (annual leave), no Used Car Sales Manager (day off) and no Service Manager (annual leave). ie.. no one too make a decision.!
My car still on my drive unusable. 'Dangerous Tyres.'
I emailed Keith Farrell, Head of Business, with all of this but he is not back until for another three days so I am stuck.
Today, I got my call back from Scott Ewing, but only to tell me that nothing has changed. I must have caused the problem. The inspection carried out prior to my acquisition was carried out correctly.!? On the driver's side I must have run over a metal fragment which damaged the tyre then it must have stuck in the rear tyre. I must have done the same sort of thing on the near side at the same time. Amazing. What are the odds against that.?
Needless to say, I hold no hope out for any help from Sytner BMW.
I have actually ordered four tyres to be fitted tomorrow at the nearest tyre depot to me.
I am such a careless driver. I must take more care.
OH, as far as my original complaint is concerned; the mirrors on the driver's side do not fold right in, that is how they are made.!? and their was nothing wrong with the slide tray, it was me pushing too hard. You have to lift it slightly even though it has no lift handle.? I guess I'll have to go on a course.!

Great service from beginning to end,very helpful and informative,even went passed finishing time to fix my car
Alison was great kept me informed of the situation and how my car progressing,will be taking my car there for the next service.

Customer service poor no feedback about our repair rang them 3 times still nothing waited 2 weeks to change battery due to open and close button on inside boot draining battery . When I went to pick car up staff were genuinely apologetic their repair system down .

90 mins -> 3 hours, no updates without chasing and wash/hoover was only the footwell

Always treated well when I go to synter

Tried to amend a service booking.

Called the number and had to deal with the robot. Left messages. No call backs received.

Used the WhatsApp option. One response and nothing else.

It’s safe to say that Sytner has the most abysmal customer care that I have come across.

For a dealer of a premium brand their customer service is absolutely abysmal.

Fast and efficient service which was appreciated as I don't live locally and had to wait.

Informed advise on car repair needs. Condition video and commentary. Car wash and vaccum.

Horrendous service and support once you have purchased the car and they have your money.

If you’re considering buying a car from this place seriously reconsider- you will regret it.

Arrival procedure is slick & the Uber service to get home & back was good. On booking in, my app wouldn't let me book online & said to call; so on calling you can't actually speak to anyone - it's automated. The issue then was the automated message said someone would call me to confirm my booking - but 3 days later, no-one actually had. On calling back they seemed surprised by my call & didn't seem aware of the callback requirement. All-in-all the process left me feeling a little uncertain as to what was happening & if I was actually booked in or not.

Richard Thomas was exceptionally knowledgeable about the car and helped us to understand the controls apps etc.I would say it’s one of the best handovers we have had dealing with BMW. The rest of the team Edward and Rodri were brilliant.

Excellent job carried out by body shop team. Immaculate. Car wash also appreciated. Jessica also very helpful and professional. Reception team also exemplary with coffee on hand while you wait. Excellent customer service, thank you.

The service provided by Sytner was brilliant. All the staff I met from being greated in the car park, to receptionists, to Adam who managed my cars service, were all friendly and professional. I was kept informed of everything going on from the point I booked my service, to a few days before and throughout the day of the service. I also had some requests which were taken care of without any hassle. This isn't my first service with Sytner and they've provided a brilliant service every time so will return when I need another service.

I just had my first service done with sytner and they mentioned both front wheels have dangerous defects need replacing took all day for fix payed for two new front tyres disappointingly they said the same company as rear tyres not stocked instead will replace it with other company tyres and the front tyre went completely flat in 4 days . I had to call breakdown and they said seal / valve was not proper fix and the tyres used are cheap and not tubeless I was shocked with this just after 4 days of service terrible experience after spending decent money on service with sytner

From start to finsih the communication and speed of the purchasing and delivery of my new car was faultless, the staff could not do enough, in answering questions and giving usful information about the vehicle

Helpful staff. Nice place to wait and good coffee.

From start to finish it was a pleasant experience. The salesman was polite and friendly. I didn’t feel at all pressured.
I would recommend Sytner Cardiff to anyone.