Big Motoring World - West Malling Reviews 

The appointment system doesn't work very well a 2pm appointment didn't get seen till after 3pm. Was offered plenty cups of tea but just wanted to buy a car! However once attended to by James we were dealt with efficiently, pleasantly and with good humour, and we bought the car.

Absolutely amazing staff, they made us feel very welcome. Yet again another beautiful car bought from Big Motoring World.

I recently purchased a car and had an excellent experience from start to finish. The customer service was outstanding, with staff who were friendly, professional, and genuinely helpful throughout the process. They took the time to answer all my questions and made everything smooth and stress-free. I truly appreciate the great team and would highly recommend them to anyone looking to buy a car. Generally couldn’t fault them.

All staff was very helpful it's my second time of getting a car from big motoring world and my son just got one as well I never had any problems with my last vehicle and with there warranty it wouldn't be a problem as its protected for three years so yes would use again and would recommend see you again in 4 years

I recently visited the dealership with a genuine intention to purchase a vehicle and potentially part-exchange my current car.

I fully understand that negotiations can vary depending on market conditions and valuations, however what I found disappointing was the way I was treated during the process.

To begin with, I arrived five minutes before my scheduled appointment and ended up being seen approximately an hour later. I appreciate that delays can happen, but such a long wait without proper management creates a poor experience. Offering coffee or refreshments does not compensate for a significant delay when a prior appointment has been arranged.

During the discussion, I was told directly: “this car is not for you.” I found this comment inappropriate and unprofessional. As a customer, it is not for a salesperson to make assumptions about my financial situation or suitability for a vehicle. I came prepared, informed, and with a genuine intention to proceed if the numbers were fair.

I also felt that any comments regarding the condition or pricing of the vehicle were taken too personally, rather than being handled in a professional and objective manner. Negotiation is a normal part of the process and should not create tension or discomfort.

From my perspective, there was a clear inconsistency: minor cosmetic details on my own vehicle were used to significantly reduce its valuation, while visible wear on the vehicle I viewed such as seat condition and general marks were not reflected in any flexibility on price. I understand that all used cars have wear, but the criteria should be applied consistently.

Additionally, after reading other reviews, it appears that I am not the only one who has had a similar experience. This gives the impression that potential business opportunities may be lost due to a lack of customer-focused approach. As a serious buyer, it becomes clear when the priority is maximising margin in a single transaction rather than building trust and reaching a fair agreement.

I should also mention that I have previously been a customer of this dealership, having purchased a car there in the past. For that reason, I expected a more professional and considered approach, which unfortunately was not the case this time.

This feedback is intended to be constructive. It may be worth reviewing certain aspects of customer interaction and sales approach, as professionalism, respect, and a balanced attitude are essential in this industryJust a suggestion. If you don't like this job, there are many farms currently hiring workers to pick or harvest fruits or vegetables.
Thank you for your response.

* To clarify my experience, I was genuinely interested in purchasing a vehicle and engaged with your team in good faith. This is not my first time dealing with your dealership, as I previously purchased a car from you paying in cash, so I expected a professional level of service consistent with that experience.

On this occasion, however, the process was disappointing. The part exchange valuation I received for my vehicle was significantly below its realistic market value, especially considering its condition, mileage and recent maintenance (including new tyres). I believe the figure presented did not reflect a fair or reasonable assessment when compared to other offers I have received and current market listings.

In addition, when reviewing the vehicle I was interested in, I pointed out visible details such as wear on the upholstery, marks on the panoramic roof and recently refurbished wheels. These were described as “normal”. However, when my car was assessed, even the smallest details were highlighted, which felt inconsistent and unbalanced.

When I attempted to have a reasonable negotiation — as is standard in any purchase — the tone of the interaction changed and became unprofessional. At one point, I was told, in a manner I did not consider appropriate, that “this car is not for you”, and this was repeated more than once. As a serious buyer, I found this surprising and unnecessary.

As someone with experience in negotiation, I fully understand how supply and demand works. However, I also believe that professionalism, transparency and respect towards the customer are essential in any business.

For these reasons, I decided not to proceed.

My review is an honest reflection of my personal experience during this interaction. I remain open to dealing with businesses that provide fair valuations and maintain a respectful approach with their customers.

Kind regards

Despite having booked our test drive in advance, after checking in at reception we waited an hour and 10 minutes with no communication from staff. When I mentioned that we’d been waiting 45 minutes I was told ‘there are two people in front of you’, the exact same words I’d just heard another customer being told. There was no form of apology for the wait from either the receptionist or the salesperson I spoke to as we left. Even customers who were being dealt with were left for long periods between interactions. The experience has completely put me off using the company - very unprofessional.

Recently bought a car from them. On initial inspection everything seemed ok, (including noticing the floor mats for the car, but they were in the boot). I asked for the car to be cleaned before I drove away. Left site not realising the mats hadn’t been put back in, and message within 4 days saying I had just realised. I was told I had accepted the car without them (even though they had been in the car?!) and they would not give me them - so now they have a set of erroneous floor mats?

Then, realised CarPlay wasn’t included as advertised. It’s cost me £360 to get it added in, due to Toyota needing to update the infotainment system before. Big Motoring World refused to pay for the full update, and only offered £150, even though the CarPlay update can’t be done without the system update, costing me £200.

Essentially;
- car not advertised as promised (and they admit this in their email but refuse to cover all reasonable costs).
- mats not in the car and told it was my problem.

Was warned about buying from these guys before hand, turns out the warning was true. Was in the process of buying a second car, but after this have stopped - rather pay £1/2k more and get it from an actual dealer and would recommend others do the same.

Thank you for allowing me to test drive one of your vehicles. The salesperson that looked after me was very good.

Booked appointment advised we was travelling 200 miles plus kept us waiting ages. Car looks great on autotrader. Car had not been prepared or cleaned and was in terrible condition dents, bad repair paint job, interior and seats damaged, only allowed test drive on s private rd. We used our Obd 2 reader in and was full of fault codes. Then we was left waiting in car for over 40min the salesperson said they would be back. In the end got fed up and walked out. Avoid !!!!! Also they photo shop cars on the auto trader website to remove damage.£48 for hotel and £60 for petrol wasted.

Very different from most "second hand car dealers" in that it was a well planned and professional experience

Kai was fantastic and helping me source a new car. All the other colleagues were amazing too including Emylia. Thank you!

Main manager was blistering aggressive and rude . It was laughable .. so many Car Supermarkets out there , just avoid the West Malling branch , they really dont deserve yoir business .. Salesman was great and embarressed by his boss

very efficient

Great place to buy a car, a lot of cars to choose from and if you cannot find the right one they'll find one on the other branches. Very helpful team. Too many extras to choose from that can lead to confusion. You cannot go wrong with this place, I recommend it.

Booked a drive test for a car, arrived on time was asked to wait, after 1 hour of waiting was told there were still 5 more people in front of me..
Decided to go home and subsequently the car I was interested to buy has gone to someone else…

Callum was my Sales Advisor. He was professional and, together with his Sales Manager, conducted the negotiations well. Big Motoring World gets Marmite-like reviews. This is partly because they sell so many cars and partly because one cannot expect manufacturer-dealer service from them, as they don't operate at the higher margins. Nonetheless, do thorough research on them before you visit the showroom, have a clear idea of the car you want and what extra services you are prepared to take, or not, and then they will be as professional as any dealership.

In the end, I decided to go for a higher-spec car through a manufacturer dealership at a significantly higher price, but I have no complaints about the service I received from Callum, his Sales Manager, and the dealership as a whole.

Had a good experience. So far very pleased with the car purchased. Service from whole team was great.

I recently purchased a car from this dealership, and unfortunately, the experience was quite disappointing overall.

Before the purchase, I was repeatedly offered a warranty package. I initially refused several times, but the salesperson kept insisting and eventually offered a deal that included the car, a warranty, and a full tank of fuel. I was also clearly told that I could cancel the warranty within 14 weeks if I changed my mind, so I agreed to proceed.

However, after making the payment, no one mentioned the warranty. When I asked about it, the salesperson told me they will not procees with warranty and even suggested that I intended to cancel the policy to make a profit—which was completely untrue and not what we had agreed.

The situation was frustrating and confusing, as the salesperson seemed unsure about what he was offering and had to go back and forth with the manager multiple times. It gave the impression of poor product knowledge and lack of clear communication.

Thankfully, the manager stepped in and handled the situation professionally, which I appreciate.

Overall, it was a stressful experience and not what I expected when making such an important purchase. Better staff training and clearer communication would make a big difference.

Recomemdation: The guy need a better knowledge of sales what he is offering to a customer.

I felt like i was scammed.