Berry Thames Ditton MINI Reviews 22

I had a very disappointing experience with Berry MINI Thames Ditton after buying a MINI Approved Used car from them. I do not plan on doing this again, and would not recommend.

When I was buying the car, the dealership was very attentive and helpful. However, once I had an issue with it, the level of service changed completely.

Before purchasing the car, I flagged that the steering/tracking felt off. I was reassured in writing that technicians had checked the car and everything was fine. Months later, the issue developed into a fault with the front suspension/steering area, requiring several parts to be replaced. I had the car checked by two separate garages before returning to Berry MINI, both of whom identified the issue. Berry MINI then wanted to inspect it themselves for their warranty process, only for the outcome to be that they would not cover it.

What I found most frustrating is that the original concern was raised before I bought the car, and I relied on their reassurance when deciding to proceed with an Approved Used vehicle. Despite this, neither the dealership nor MINI Customer Services took ownership of the situation. Instead, I as the driver, the customer, was to blame, despite the evidence I had against them.

I dealt mainly with Karl and Kharris throughout this process. While they were polite, I consistently felt like I had to really push to get clear answers. A lot of the communication felt very scripted and non-committal, rather than direct or solution-focused, which made an already frustrating situation more difficult to navigate.

The entire process was very slow. I was passed on to MINI customer service with the hopes of resolving the issue, but it took over two weeks for MINI Customer Services to come back with an outcome, only to say they rely on the dealership’s assessment. The dealership has also been difficult to deal with more generally: I have been emailing and calling for around two months about servicing documents I accidentally left there, and they have been elusive and unhelpful in getting them back to me.

Overall, I felt very valued when I was buying the car, but not valued at all once there was a problem. Based on my experience, I would not buy a car from this dealership again.

Friendly, efficient, expert help - we trusted the people advising us, and have got a good deal on a great car - very happy.

Most polite, informative and pleasant assistance from Karl who answered our thousand questions with great patience !!

I agreed to purchase a mini claimed to be 11 months old because that was when it was registered with the dvla for its number plate. I later found Berry’s took delivery 8 months earlier and registered its warranty and service. I was mislead and overpaid with a refusal to compensate. They claim this is BMW’s policy.

I recently purchased my lovely mini from Berry in Thames Ditton which I am over the moon with but what really took me by surprise was how helpful Millie the Sales Advisor was, she was so patient and always available for all my questions - The service has just been amazing and it was down to Millie and giving me that confidence and the support that any customer requires when making a huge decision so thank you Millie for all of your help ! X

Knowledgable and engaging staff made the process of buying a second hand electric mini easy. A highlight was the team’s ability to have the car ready for collection to a tight deadline.

I always have a fantastic experience when I go in to Berry’s Mini Thames Ditton re my mini. Carl in Sales there is amazing and very knowledgeable, professional and always helps me when getting my next mini. Caroline Maskew

Karl and George made the whole process of buying a Mini very easy, dealing with questions promptly and providing helpful guidance when I needed it.

Karl was wonderful. He took us through the steps of buying the mini with care and thoughtfulness making sure we were happy at every moment. There was a small request we made and Karl made sure it was carried out in the time stated. Really can't praise both Karl and Berry Minis enough. Debra

I purchased a used mini countryman from Berry Thames Ditton in November 2024. I am pleased with my car, however the purchase experience turned out to be frustrating and certainly did not comply with their claim to be transparent and ‘Treat Customers Fairly’.
As part of the deal I was given a voucher for the next MOT to be used at Berry Thames Ditton. My MO T was due on September 3rd 2025. I contacted the service department on August 4th, 4 weeks, 2days prior to the MOT date and was told there was no availability until 8th September and to remain legal I would have to go elsewhere. I spoke to the sales dept., who said they were unable to help and that I should never have been given the voucher - unbelievable! I was treated in an extremely off hand way by both departments.
I emailed the mini car sales manager. He did not apologise for the way I was treated, but did say that I could use the voucher next year but must book in 4 or 5 weeks before the MOT was due. As I complied with that requirement this year I have no faith that I will be given an appointment for my MOT.
I am extremely disappointed with the level of customer service from this garage.

Excellent service. Very helpful and friendly salesperson. Have now got the Mini I have wanted for some time.

Started out great. Dropped the Mini off for an issue with the transmission and everyone was helpful courteous and professional. Didn’t get a call to say car was ready so phoned to chase up. When I arrived the allocated service advisor was nowhere to be found so after 20 mins of waiting a colleague took over who was super helpful.
An hour after leaving, the original service advisor messaged me to say the car was ready to collect! So, mixed levels of service hence a 3-4 star rating.

I’ve just completed the purchase of a used Mini Countryman from Mini Thames Ditton and found the whole experience easy and the staff, Sam, very helpful.
Would highly recommend.

It has been a great experience dealing with this branch and especially the very knowledgeable and helpful staff
Strongly recommend using them

Terrible experience with this company!! They don’t deserve any stars,Where do I start, after many days of negotiations with sales person and deal being done and deposit taken he came back to me sometime later to say in his words he didn’t realise the paint was a £600 option? This is after many phone calls in which I asked on many occasions to confirm price and was offered three different colour options at the same price! Obviously not happy I asked to speak to his manager because in my opinion deal is done and they have taken a substantial deposit! Spoke to(manager) said he would listen to calls as they are recorded! and he would put this right only for him to come back to me a short time later and in my opinion his way out was to tell me he can’t sell me a (UK citizen )the car that it’s company policy he can’t sell me the car because I live in Northern Ireland which is clearly part of the UK?
So I phoned a few other Berry dealers to ask that question ref me being in Northern Ireland and they didn’t seem to have a problem selling me a car? Very strange behaviour and feel this is totally unacceptable and very unprofessional! As for taking the issue up with senior management absolute joke admits it’s there mistake and mini has know changed it’s business model and price of the vehicle agreed had went up nearly £5k in a matter of days but it’s ok because they can refund deposit and walk away from an agreement made no loss to them but a big one for me trying to source another vehicle!
I have bought many new vehicles for my family in uk mainland over the years and have never encountered this issue totally the opposite to be honest! Massively disappointed! Big regrets ever contacting this dealer avoid!

In response to your reply, I find my review of events very accurate and treatment by your dealership as very very very poor with no consideration for the customer! As regards names being used I can’t see how it would be a problem? They are used openly on positive reviews so why not negative reviews! And as I’m sure you are aware the deal was done and you still have my deposit but choose to go back on your word because a member of your staff made the mistake! Then other excuses made reference not being able to sell a vehicle to a U.K. citizen in Northern Ireland part of the U.K. but your other branches can?It would be very interesting to see what would happen if the roles were reversed and I had have broken the agreement after sending my deposit!
Terrible experience with this company!!

Very professional and friendly service throughout my time dealing with Berry Thames Ditton. Carl was absolutely fantastic and took his time to explain and go through everything in detail. At know time did he make me feel pressured into purchasing anything I was not comfortable with.

Michael has been truly professional and amazing to deal with, he has taken time and not made me feel just like another purchase. It has been a great experience.

Sam and the rest of the team couldn’t be more friendly and helpful. Making my car purchase experience run extremely smoothly from start to finish. Very happy me, driving my new used mini home :)

Sam Teed was a dream to work with. Incredibly knowledgeable about the options available, with a very calm manner. At no time did I feel pressured to make a decision and was given a well negotiated deal to complete the purchase.

Took my mini clubman to Berry for a recall- great friendly and professional service. Not sure who did the work behind the scenes but thanks in any case and special thanks to Rob on reception who was an extremely charming and helpful.
Great service - thanks