Big Motoring World - West Malling Reviews 

I would like to give a higher rating. However, I have found that I’ve got lots of extra funds to pay and the “aftersales” teams response is “this isn’t our problem”. So I’ve spent thousands on a car and now almost an extra grand to pay already. Not happy but I can’t do anything about it.

Very Poor Preparation and Extremely Disappointing Experience

I recently purchased a vehicle from Big Motoring World for almost £25,000, and unfortunately the entire experience after payment was extremely disappointing.

After completing the purchase, I was reassured that the car had been thoroughly checked, prepared, and was ready to drive away. However, the vehicle was handed over to me with a completely empty fuel tank — literally showing 0 miles range. For a car of this value, that level of preparation is unacceptable.

I was advised to go straight to a petrol station to refuel. When I arrived, I discovered the fuel lid would not open at all. It was completely faulty. I had no choice but to drive back to the branch and report the issue. The car was taken into their workshop, and I was later told the fuel lid had to be forced open and would potentially need replacing.

This process took three days.

To make matters worse, immediately upon first handover I noticed that the front car badge/logo was loose. I specifically asked for this to be fixed while the car was already with them for the fuel lid repair. When I returned to collect the vehicle, this had still not been done. At that point, after all the inconvenience, I simply gave up and drove home.

Because the vehicle was not properly prepared and had to remain with them, I also lost two separate day insurance policies that I had arranged specifically for collection — which meant additional financial loss on top of the frustration.

For a £25,000 purchase, I expected professionalism and proper quality checks before handover. Instead, I received a car with zero fuel, a faulty fuel lid, a loose badge, wasted time, and unnecessary expense.

Very disappointing experience and not what I expected at all.

Weird that you’re not able to browse the cars without a salesperson allocated to follow you around, and for that, you’ve got to wait up to an hour. When you finally get seen, they won’t leave you alone with the cars at all. All consideration and review of the cars must be done with a salesman hovering over your shoulder, which is a pressure tactic. I would understand if it were an open forecourt but you’re within a gated area so not like you can drive off with the car. Other large dealerships aren’t like this so it isn’t a comfortable experience. Once we actually bought the car, I noticed a small issue that amounts to a safety risk on the car. I expected the after sales team to sort it with no question but they completely washed their hands of us and every reply to my emails was the same copy and pasted response that I’ve signed that I accept the car’s condition. Under consumer law they are obliged to engage regarding issues but seems they don’t care about that. Luckily it’s an issue I can get sorted elsewhere without too much cost, but beware, no matter what they tell you when buying the car, once you pay you are on your own.

0/10 once you’ve purchased your chosen vehicle the atmosphere changes completely and they can’t wait to get shot of you incase you find something wrong with the vehicle you purchase in which case I did the following day after a closer inspection I found the mearside wing had been repaired to a unsatisfactory standard I called big motoring world assist they asked for pictures which I sent the reply was to be expected due to age & mileage & ware and have washed there hands of it this is there final decision used my consumer rights act 2015 asking for a full refund returned vehicle still waiting

Polite and helpful team.

I booked a test drive for 4pm on
Saturday. I arrived in time, joined the conveyor belt of souless number not people. Waiting for 40mins at a desk. Nobody came up to us the whole time we were there so left.

If you want customer service don't bother going

Quick and easy

The salesman was very polite and customer friendly. The car was as advertised. There seems to be a policy of pushing h4rd on the warranties and cleaning kits.
The car was quite dirty when handed over. I would expect more attention to detail, inside dirty air vents, door and boot shuts hadn't been cleaned at all.

Sam is really nice and patient

Brought car down for us and purchase was smooth. Tyre was change as needed.

Out salesman Cameron made the experience stress free.

When I paid the Deposit for car, I made it quite clear I did not want the GardX product. When I went to pick up the car they insisted Ihad the GardX product and had to pay an additional £640 pounds that I did not have.
They get you to sign documents for the Deposit on the car. but they do not mention you are agreeing to an additional payment of £640 when you come to make your final payment.

Bought an car from Big motoring world west malling this weekend, An outstanding experience from start to finish I have never had a better experience than this with buying a car, no issue was too small, The receptionist to the salesmen the finance team and the handover team everyone made my experience pleasurable. Will definitely be going there to buy my next car.

Cameron, Laura, and one other were clear, helpful and straightforward when purchasing the car. It all went better than I expected, but be prepared to be at the showroom for two and a half to four hours if purchasing your vehicle, including a test drive. All in all, I’m delighted with my new car. The only downside was that the trade-in price was rather low, but eventually agreed upon. Unlimited free tea, coffee, and milkshakes!

Ryan did a great job was helpful helping us find the right car at a great price

What a pleasant experience it was at big motoring world today! Callum was brilliant and very helpful and Laura helped massively today, will be going back to get my next car!

Everyone that dealt with our purchase were super. Thanks for a great overall experience.

Explain, test drive ,get a good deal and drive home with new car 🚗 ho ho ho

From he start I knew what car I was looking for and Big Motoring World matched me with just the car I wanted. I got pre approved for Finance before I went to their showroom so that I didnt fall in love with a car and then get dissapointed if I was turned down for Credit. So I went along knowing I was good to go. I was met by Sharoon who was absolutely brilliant and patiently went through the details of the extended Warranty which I took out. Sharoon can come and work for me any day he is an assett to Big Motoring World. Then when the deal was done I was een by Laura who dealt with handing over the vehicle, she ensured that the tax was good to go and that we had suitable temporary insurance so that we could drive away that day. Overall Graet Selection of cars to choose from and brilliant service. I urge anybody who is looking to buy a quality used car to contact Big Motoring World West Malling.

⭐☆☆☆☆
Extremely poor experience – weeks without a car and no resolution

I purchased a vehicle in November and have had a very disappointing experience since discovering a serious fault within a few months of ownership.

The car developed significant issues (including engine management warnings and limp mode) and became undriveable. I have now been without a usable vehicle for over three weeks. Despite this, the process has been slow, frustrating, and poorly handled.

I was directed to an external garage to obtain a diagnostic report in order to speed things up, only to later be told that I may need to pay a large difference in repair costs, which I do not believe is reasonable. I was then advised to wait until late February for another diagnostic at their service centre, despite a report already being provided and a formal complaint already being raised.

Communication has been disappointing, delays have been excessive, and there has been little regard for the inconvenience of being without a car for such a long period of time. I am now having to escalate the matter further to seek a proper resolution.

Overall, this has been an extremely stressful experience, and I would not recommend based on how faults and complaints are handled.

* In reply to your response *

You have shown that you believe it is acceptable to leave me without my car and to offer a diagnostic appointment more than a month after the vehicle became underivable, without providing a resolution or any offer of a courtesy car.