⭐ 1 Star – A shocking decline in customer service ##UPDATE## I visited Group 1 BMW Reading after checking the advertised opening hours, which stated that the dealership was open until 13:00. When I arrived, I was told that the service department was closed. I accept that departments can occasionally have to close unexpectedly. That was not my main complaint. My complaint was the complete lack of assistance I received when I arrived. There was no meaningful attempt to help, offer an alternative or even properly explain the situation Interestingly, Group 1 BMW Reading responded publicly to my original review, apologising and stating that they “fully appreciate that this does not excuse the lack of assistance” I experienced. They then invited me to contact them directly, saying that a member of the management team would be in touch. I did exactly that over a week ago. Unfortunately, despite taking the time to respond to my complaint and publicly inviting me to make contact, I have heard absolutely nothing further from the dealership or management. That is extremely disappointing. I have been a BMW customer for many years and remember when BMW Reading had an excellent reputation for customer service. Customers were made to feel valued and staff genuinely seemed to care about resolving problems. Sadly, my recent experiences with Group 1 BMW Reading have been very different. What makes this particularly frustrating is that the dealership’s own public response acknowledged that the service I received was not acceptable and specifically offered to investigate the matter. If that offer was genuine, I would have expected someone to actually follow up. A week has now passed with no contact. For a premium BMW dealership, this is simply not the level of customer service I would expect. It is incredibly disappointing to see how far the customer experience at BMW Reading appears to have fallen. What was once a dealership with genuinely excellent customer service now seems incapable of even following up on a complaint after publicly promising to do so. I will certainly think twice before using this dealership again. Very disappointing. ############################################## I have been a BMW customer for many years and remember when BMW Reading was a dealership that genuinely understood what customer service meant. Sadly, that reputation appears to be a thing of the past. I visited this morning after checking the dealership’s advertised opening hours, which stated the Service Department was open until 13:00. On arrival, I was told that the service department was closed. What is particularly disappointing is not simply that the service department was closed, but the complete lack of customer service surrounding it. There was no apology, no proper explanation and no attempt whatsoever to help or find a solution. I had made the journey based on the opening hours advertised by the dealership, only to be effectively turned away. For a premium BMW retailer, this is simply unacceptable. What makes it even more frustrating is that this isn’t an isolated disappointment for me. I have previously raised serious concerns about my experiences with Group 1 BMW Reading, and unfortunately this latest visit reinforces my view that something has gone seriously wrong with the customer-service culture at this dealership. I genuinely remember a time when visiting this dealership meant receiving a level of service that reflected the BMW brand. Today, that feels like a very distant memory. Group 1 BMW Reading should be embarrassed by this level of customer service. Customers should not have to chase, complain or argue simply to receive basic courtesy and assistance. After today’s experience, I have reached the point where I will not be returning to this dealership. It is incredibly disappointing to see what was once a very good BMW retailer decline to this level. BMW Reading: this isn’t premium customer service. Not even close.

Very friendly staff who gave a great experience and support with looks at new cars.

Ordered parts and advised would be there the next day. Went to collect to find parts are shut for the day. When you call you are advised they may not pick up and to try again later. Really poor service.

Terrible service from BMW Reading. I have tried contacting the Parts Department several times in the past few months unfortunately received no response. This level of communication is completely unacceptable. Unfortunately, my experience has been extremely poor and the service has fallen well below the standard I would expect from BMW. I hope the dealership reviews how its Parts Department handles customer enquiries.

Great BMW dealership at Reading. Fantastic staff.

Used to be good when it was Coopers then Group 1 took over and service and parts seem to be an annoyance to them especially if you have a 'classic', or a 6+ year old car My B10 Alpina was serviced at Coopers it's entire life and difficult to find things were no problem for them. Group 1's parts department is extremely hit and miss as to when it will be open and service never get back or can't provide quotes. I know in general vehicle parts are a worldwide problem but not being able to get anyone to even start a tranaction is shameful.

Great sales service and an amazing set up.

Milly was absolutely brilliant in helping me purchase a new car. Always so friendly and willing to answer any questions. Will definitely recommend to anyone looking to purchase a BMW 😁

Recently bought a car and have to say it was an incredibly smooth process from start to finish. Would highly recommend! Definitely going back in the future.