Inchcape Chelmsford MINI Reviews Summary

Customer Service

Pros:

• "Absolutely fantastic service. Thomas dealt with all of my queries and questions in a professional, polite manner."
• "Welcoming sales staff who are keen to ensure that you make the correct choice when buying a car."
• "Stephanie-Rose was incredibly helpful, approachable and knowledgeable."
• "Very impressed with the service I received. Very happy customer."
• "I was greeted by a very pleasant, friendly salesman when I first enter the showroom."
• "The service from each of them was 5* and I really appreciate all of the work they put in to get me into my car as soon as possible and making it work financially."
• "Everyone is always so friendly, going out of their way to accommodate!"

Cons:

• "Not a bad level of stock, somewhat overpriced. We looked for over 20 minutes with the intention of a purchase, but no-one came out to ask if we needed help."
• "Took a test drive on a clubman that was unclean and even had cobwebs inside."
• "Also, felt like a very rushed hand over of the car - and I had to wait to receive the log book before I could find the vin for the mini app."
• "Left with a bitter taste in my mouth and I would absolutely never buy from any Inchcape dealership ever again."
• "Only issue is communication."
• "Poor… despite dropping the car off at the arranged 10am.. I received no call throughout the day."
• "Wasted 3 hour journey and train ticket costs."

Purchase & Delivery Process

Pros:

• "The purchase process was smooth and quick."
• "The actual purchasing experience is second to none, the staff at this early stage cannot do enough for you."
• "I picked up my new Mini Cooper S and couldn’t have had better service."
• "Very professional, on point with the details, transaction of funds etc clear and smooth."
• "The entire transaction was carried out very efficiently despite all the covid restrictions."
• "The click and collect process to retrieve your new car was covid friendly and ran smoothly."
• "The hand over of the vehicle went smoothly and all to plan."

Cons:

• "The dealership refused to do anything further to remove the metre long scratches."
• "The list goes on, we shouldn’t expect to have all these issues like we have and we are far from impressed with the service we have received."
• "When you collect your car check it thoroughly. We had a sticker obscuring part of the number plate; a rear parcel shelf, and a charging cable missing from our ex-demonstrator car."
• "Could Inchcape be nicking these for resale in other branches?"
• "Inept beyond belief, I originally enquired about an approved used car, which I put a holding deposit on and gave my contact details for, only to be contacted later the same day to be told it was sold and shouldn’t still be on the website!"
• "We didn’t have the greatest experience this time around. Not the best communication."
• "The salesman apologised when we collected the car but it’s not good service by anyone’s standard."

Staff & Sales Representatives

Pros:

• "Tom Smith was amazing he’s helped me so much getting my first brand new car."
• "Would highly recommend."
• "Ross White was a patient non pushy salesman."
• "Thomas Smith was our sales contact and he has been fab from start to finish."
• "I had a privilege and pleasure to meet Ross White, who went above and beyond with his exceptional customer service and support."
• "Thank you for the perfect car and going over and beyond Step!"
• "Buy your MINI from Cooper Chelmsford!"

Cons:

• "DO NOT BUY AT CHELMSFORD MINI."
• "Customers using this branch need to be aware of the poor customer service."
• "Continue to be disappointed. Very surprised about the poor service and staff."
• "Poor service from day one!!!!! We are far from impressed."
• "Shocking, bought a cooper s advertised at 23K on the clock and all paper work said 23K, after handover and all paper work completed a few weeks later I noticed the miles look high and I looked at the paper work and it was over 10K miles extra."
• "*** BUYER BEWARE *** I walked into Chelmsford ‘MINI’ and bought a mini at the end of December last year. I discovered 6 months later the car hadn’t been serviced since 2018."
• "Removed my MINI's undertray, didn't reattach it and are now saying it was never there in the first place."

Communication & Responsiveness

Pros:

• "Had a query in regards to changing my no plate had to email around 6 times and called around 3 times until I got through to a gentleman called John Palfree who provided a great service responded to my emails within minutes and pointed me in the correct direction."
• "Best to visit them personally if you need your queries answered don’t use the automated email service on the website."
• "The transaction was smooth and he followed up through calls to check I was satisfied."
• "When I collected the car Ross spend as much time as I needed to go through all the functions etc on the car."
• "I had the pleasure of dealing with Stephanie Rose. She was very prompt with replies and dealt with the whole sale very quickly and efficiently."
• "Gemma and her Business Manager Tom were both brilliant from start to finish."
• "Steph and the team could not do enough to help with the enquiry, test drive and then delivering the car to my house."

Cons:

• "no customer service at all I have sent two emails about having the spotlight fitted to my new JCW and I have sent two emails about having the centre armrest fitted no replies to any emails I called them about one month ago and they told me they will call me back which they never did clearly they do not want your money go somewhere else."
• "I took my daughter's 2 series for a recall... the manager was so dismissive and rude."
• "When we tried to establish a collection time we mentioned our disappointment at the delay at which time the staff member became very defensive and was unwilling to assist us."
• "I booked my car for a service weeks in advance only to be told that they could not service it because it was supposedly two days outside its service expiry date."
• "Service team were very good but the self check in, doesn't work."
• "The fault was traced but there was a delay in the garage seeking authorisation due to staff failing to access our complete customer record."
• "This experience has completely tarnished my opinion of this company."