Big Motoring World - West Malling Reviews 

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.

Good service recommended

Saw a car I liked on website, it had a reservation already on it. I called several times to ask when it ended if the person did not purchase. an Was told close of business on the date given. Ten minutes before they closed I called to see if it had been sold yet. No they said. Checked online a few times throughout the evening to see if the website had updated and the reserve button would appear and managed to place my reservation 8am the following morning. By 2pm had a call to say my reservation was being cancelled as they were over riding it for the previous person to buy the car, despite it being later than the 72 hrs reservation time given. Called to ask why and was given a story about lost keys, website glitch, manual over ride. Told I would get a call back to explain once it was looked into, this did not happen and I had to chase them. Extremely disappointed as I am only looking for one make, model, colourway and they aren't common cars to find. Saying you are sorry for the inconvenience does not replace that disappointment or the total feeling of things not being done in a fair way. If they had offered a goodwill gesture to waive a transfer fee if one was found in a different location, it would have made it a little easier to accept. I still don't understand how it was allowed to happen, what if I had gone to pick it up as soon as I placed the reservation, what would have happened then? I am still without a car. Would not recommend buying a car from here.

Efficiently managed

Nice to be able to buy and sell all in one visit having good staff who know their job to help you along the way

I purchased a car from Big Motoring World in June 2025 and unfortunately my experience since then has been extremely disappointing.

In the first couple of months of ownership, issues started to appear. On several occasions the car would not start and the RAC had to attend. The situation later escalated to a serious fault with the dual mass flywheel (DMF), which cost me £1,600 to repair.

The car has only been driven around 1,500 miles since purchase, yet the dealership has stated that the DMF issue is likely due to “wear and tear”. Given the very low mileage during my ownership, I strongly dispute that this is a reasonable explanation.

It has also taken approximately two and a half months for the company to respond to my complaint, only to ultimately refuse assistance. Part of the reason given was that they have “no record” of me calling to report the issue. This is despite me providing evidence of my phone call logs showing multiple calls made to their numbers. To suggest that a customer “didn’t call” simply because the company has no internal record of it is extremely unprofessional.

Overall, both the issues with the vehicle and the handling of the complaint have been very frustrating. Based on my experience, I would strongly encourage potential customers to carefully consider the after-sales support before purchasing.

We visited twice (more fool us).
Both times we had an appointment and were left waiting 20+ minutes after the appointment time.
We were never offered a drink whilst every table around was served. Both times.
Very strange.
When we did ask to test drive a car we went on their test route which allowed an absolute maximum of 10 minutes, with no space to test the engine or handling.

Who would make a £20k decision on a 10 minute whisk around?

Everyone was very friendly and went through the procedures explaining everything to us
Our sales associate was Callum he was really good and very helpful

As soon as we walked through the door customer service was great from beginning to end. James Marson who looked after us could not have been more helpful and helped to make my choice with the car I chose in the end.
Will definitely recommend BMW to friends & family.

Easy from start to finish - great setup and a great choice of cars - got the car we wanted at a competitive price. Picked it up with no hassle - runs like a well oiled machine!! Totally recommend 👍

Our salesman Kai was fantastic. No pressure but a great technique. A fantastic experience from start to finish.

From start to finish the whole process was brilliant.. every team member were professional polite and very knowledgeable.. can’t fault it at all…

Great experience, was so easy finding my dream car! Cameron was super friendly and helpful and made the experience stress-free and enjoyable. Will be visiting again!!

Great service friendly staff nice smooth experience highly recommend

Friendly service , very helpful team to make it a easy purchase of a new car will recommend to friends and family

Not a good experience to say the least. I visited the dealership a 2nd time to pay for a vehicle I was interested in only to be told that it was already reserved by another interested party and so, lost out on the deal I thought was already secured!
Back to the drawing board with the searches. SMFH.

I have just seen the response from Big Motoring World to this review, and it is the final straw. It is clear that no one is actually reading my complaints, as the response provided relates to a completely different customer and entirely different issues.
To clarify one last time for the team at Big Motoring World:
• The RAC issue: Finally sorted, but only after I had to chase it.
• The Interior: Arrived in an 'appalling' state. I cleaned it myself. An offer to re-clean it weeks later is useless.
• The Key: I am out of pocket by £252.00 for a spare key that should have been provided, regardless of what your 'internal files' say.
The fact that you’ve replied to me with someone else's case details 'beggars belief' and perfectly summarizes the lack of care and professional standards I have experienced throughout this process.

When buying the car and doing a test drive it was the best experience. Once we decided on a price it went down hill from there, I ended up paying a lot more money than agreed and they didn’t give me much a of choice when they were the ones that did it wrong when giving me my first price. They didn’t want to go down any money and was set on that price after agreeing something else. They also set up direct debits without me agreeing to this nor was I even informed of this.

Was very helpful and honest throughout the process of buying my new car and the friendliness of the staff was second to none. Every thing was explained and simplified to me . One very happy customer

Had a test drive booked. The show room is 30 minutes from me. I called that morning just to check what I needed to take and was told car had been sold
I had text and email reminders the day before. They wasn’t even going to call me to say car was gone!