- Home
- About Eastern
- Eastern Customer Reviews
OUR CUSTOMER REVIEWS
SALES
5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
329 ratings and 176 comments received in the last 90 days.
19 January 2025
Again Lucy was very knowledgeable and made everything very clear and simple.
01 January 2025
The service provided by Euan was very professional from the start right through to the handover of the car Hugely impressed by him
30 December 2024
The purchase experience was excellent; however, at the time of delivery, I noticed that the car was not adequately prepared. It appeared a bit dirty, with noticeable mud around the tyre flaps. Additionally, I observed scratches on the paintwork.
30 December 2024
I could not fault the experience.
28 December 2024
Everything done on time and to plan. Daniel went above and beyond in ensuring all paperwork was signed off and finance finalised so the purchase ran smoothly and quickly. The car tour/handover also very professionally completed.
28 December 2024
yes i was told every thing that i needed to know about the purchase of the car
26 December 2024
Everything was quick and easy
26 December 2024
Simon was very helpful throughout
24 December 2024
Excellent staff very knowledgeable
21 December 2024
No issues over the purchase and pick up of the car, seamless.
19 December 2024
I was delighted with the overall experience staff were very friendly and knowledgeable.
19 December 2024
Took time and patience to help me understand the features of my new car at my pace and responded to my questions in an appropriate way. I know that if I have more questions or need more help i just have get in touch.
17 December 2024
Mark Scott m pressed me with his professionalism and care in his dealings with me and I was left confident I had the right car at the right price.
06 December 2024
Apart from the car being 2 months late and not full off charge when I picked it up everything was good
05 December 2024
Excellent process from start to finish. This is our third BMW purchased from Nigel, it is always a pleasure to do business with him at Eastern BMW. The process was seamless and perfect.
05 December 2024
All staff very friendly and helpful. Sales personnel ery good
04 December 2024
Everyone at the branch was very friendly and helpful. Nigel and Lucy were always very attentive - they are an absolute asset to the branch!!
04 December 2024
Very satisfied. The experience was exactly as I had hoped, with improvements on my previous experiences. I was consistently impressed and energised by the purchase and experience.
04 December 2024
Great hand over by our salesman
04 December 2024
Scott Shedden and Nigel Crisp were most helpful, informative and knew their job inside out. Great representatives of your Company.
04 December 2024
Knowledgable staff Good part exchange deal New car well prepared
04 December 2024
Every effort was made to make it a special moment, which was appreciated by us
02 December 2024
All aspects carried out in a friendly but professional way., kept up to date on progress and competent handover with sales manager taking time to talk to us personally. Appreciated guru demonstrating workings of digital dashboard
02 December 2024
Experience was made really personal Everyone went above & beyond
01 December 2024
A last minute delay in car collection due to a software update caused disappointment. There was a problem recovering the funds which was frustrating. Then there was a 2nd postponement of the car delivery! The salesman was very supportive throughout.
30 November 2024
I was offered a trade in price of £9,850.00 only to find that it had dropped by £550 on the day of receipt of the car. Yes, i signed the form stating that the trade in price was not totally confirmed until purchase day. However, losing £550.00!!!
25 November 2024
Everything was easy. The staff were friendly and went the extra mile to be helpful
22 November 2024
Quality, knowledge, guidance and support. Enjoyable experience. We will be back!
15 February 2025
Two issues stopped me giving a higher score, both relating to attention to detail. First issue was the engine bay not being cleaned of a coolant spill during the EGR recall process, second was wrong mileage on the invoice by some 60K miles!
14 February 2025
Initially, I felt the service poor, with sales personnel changing without notice and 3 delays in the car being handed over. Communication with sales people was patchy. However, my frustrations were eventually addressed in a goodwill gesture.
13 February 2025
Work carried out efficiently and quickly and to my surprise price for the tyres was not as expensive as i thought.
13 February 2025
Not informed or kept up to date with progress on recall fix, no offer of refreshments, vacuum and internal clean extremely poor, felt and was ignored. Will probably change garage in future.
12 February 2025
Morgan, in collaboration with the warranty manager and technicians overcame many difficulties including non-availability of parts due to age of vehicle.
11 February 2025
Staff and service at Eastern BMW are unfailingly polite and helpful.
11 February 2025
Rating down to problems still showing with Drivetrain warning light seemingly sorted and after drive home from garage the Engine Warning Light also illuminated!
10 February 2025
Issue was fixed
10 February 2025
I needed help in a hurry and got it.
10 February 2025
Very happy with all round experience
09 February 2025
In comparison with other big companies BMW win hands down on treatment of customers. The girls were all lovely and accommodating. I misread how payment should be made there was no problem and i was not made to feel foolish. Very refreshing and kind.
08 February 2025
All good apart from the silly charge to dispose of the brake fluid
08 February 2025
Kept informed.ed of car status throughout day. On collection Customer service excellent.
07 February 2025
I was given all information as my car was getting serviced
04 February 2025
Couldn't fault anything
04 February 2025
Kept up to date,
04 February 2025
All work completed within time frame
04 February 2025
Well, I'm not a car mechanic, but every time I've gotten my Baby X back from repairs, I've never had to return the next day shouting at anyone! Considering my sort-fused-Mediterranean-temperament, that's quite an accomplishment and a win in my book!
03 February 2025
Poor communication from dealer no phone calls just the odd text message were they didn't even identify who was sending the message.
03 February 2025
Almost completely, on this occasion the problem was not rectified so I will now have to book the car back in for the third time. I accept these things happen!
03 February 2025
Very professional staff from reception to servicing. Looked after me very well, great communication keeping me up to date and the coffee was excellent ??
03 February 2025
They let you know what is happening we ith your car.
01 February 2025
Oil and filter plus microfilter service required, booked in at 9.30am didn't get my car back till mid afternoon which I thought was a bit too long a wait for a small service other than that very satisfied.
01 February 2025
Great communication on MoT progress.
01 February 2025
Great service, shown great empathy for my situation. Problem resolved quickly with great communication. Can't thank them enough. Morgan was the best servicing rep I have dealt with over many dealerships.
30 January 2025
I can't give any other score. I was without my car for three weeks. The text updates were helpful. I asked the Service Manager to contact me. Two weeks later he did, left a message and said he'd phone me back. That didn't happen.
30 January 2025
The actual MOT and health check were fine however on this occasion the communication was poor. I left my car first thing in the morning and I had to phone 1pm ish to find update. Eventually received a text message at 16:45 saying car was ready.
28 January 2025
Generally very good, recomended a new rear wiper blade on health check, but I was not asked if I wanted it replaced, had to go and get one myself, would have been nice to get this done at the same time as the service.
28 January 2025
Nice staff. Good service at showroom. No follow up when I asked for a chance to discuss the findings at the inspection both on picking up the car and afterwards by email.
28 January 2025
You did everything you said you would within the timeframe you said
27 January 2025
Kept informed at all times during the service process
27 January 2025
I like the text message updates as it's easier when I'm at work and I'm meetings
26 January 2025
Eastern fitted me in at short notice to repair my windscreen washer pump. BMW formerly Peter Vardy said February at the earliest!!!!
26 January 2025
Was keep informed about my car and very good service team
26 January 2025
Helen at Eastern service department was fist class and Eastern have been consistently very good for over the last 35 years.
25 January 2025
Lady at reception and service advisor were both very friendly, polite and helpful
24 January 2025
Advisor side completely dissatisfied due to not answering my messages. Service to my car average from it going in till me getting it back a week and half to carry out the work. Left the garage onboard service not updated.
24 January 2025
First class service. Will not be going anywhere else apart from here for my next car
22 January 2025
Everything handles efficiently at the last service
22 January 2025
All work done on time and excellent customer service.
21 January 2025
Customer service needs improving
21 January 2025
Gave opportunity to bring the Car earlier
21 January 2025
Always a high quality service and pleasant staff.
21 January 2025
They Always inform you how the work is progressing while you wait
20 January 2025
An excellent customer experience from start to finish. Amazing friendly reception staff, clear communication throughout the day and car nice and clean to collect. A problem with a charging cable to was efficiently resolved as well.
19 January 2025
Good information, time spent and Ewan really listened to my needs
19 January 2025
My vehicle was dealt with immediately and returned like new after being cleaned inside out.
18 January 2025
Car valet was of shocking standard, demonstrating lack of care. Service manager stated same when he came out to inspect warranty claim. Gemma provided excellent customer service, I'm hopeful to hear back on warranty claim soon.
18 January 2025
Always a great experience with the service from eastern
16 January 2025
Helpful staff but they are handicapped by poor parts stock at the dealership and poor UK supply for my BMW i3. It feels like so many parts need to be ordered from Germany, on a vague and unpredictable timescale.
15 January 2025
I was not waiting as long as l had thought and my dirty car came out clean and fully fixed.
15 January 2025
Excellent customer service
15 January 2025
Always great attentive well informed process.
14 January 2025
Attentive, great communications and go out of their way to accommodate me.
14 January 2025
Great communication from team Great service
14 January 2025
Great to deal with
14 January 2025
Very helpful from start, best experience from any dealership I've been so far yet.
14 January 2025
All the commitments for the new part were kept and service was completed as explained.
14 January 2025
All of the staff at Eastern BMW were keen to see that I was well looked after while waiting on my car. This doesn't cost the garage much but makes a big difference from a customers point of view
14 January 2025
Morgan Timmins and the reception staff were excellent
14 January 2025
Recall work too ages to book in
13 January 2025
I was completely satisfied. They sent a detailed summary of the service, and the car came back all washed and valeted. Thank you.
13 January 2025
Top service. I knew exactly what was happening with my car and when. Went out their way to help me when I had issues with commuting back to work. Also left me a few bits in my car which I ever knew about until I got my keys which was a nice touch.
12 January 2025
Excellent communication and prompt service
11 January 2025
Recall and mini valet , health check included. All front desk staff very friendly, helpful and approachable. Holly who took care of me very professional .
11 January 2025
Excellent overall experience
10 January 2025
First time had dealings with eastern must say the guys are brilliant
10 January 2025
We were very satisfied especially with your tec person who was very good at explaining how technology worked in car.
09 January 2025
If something as simple as wiper fluid was missed, it raises serious security concerns about what else might not have been done.
07 January 2025
Car sorted. All good
06 January 2025
The staff at Eastern always go out there way to make you feel welcome and discuss options with servicing and future purchases etc.
06 January 2025
superb service
06 January 2025
Delivered what was promised on schedule.
05 January 2025
Courtesy car provided and everything explained. All went smoothly
02 January 2025
Never disappointed when my car is in eastern bmw. Always go above and beyond.
30 December 2024
Straightforward and proactive engagement
30 December 2024
I think your staffing is as good as the cars you sell
30 December 2024
Easy to deal with, well looked after and updated on progress
30 December 2024
The work was completed within the expected time and you did wash and clean the car (unlike the last visit). The costs were as expected. I waited for over hour for the service staff member to come and talk to me though and had to chase him.
30 December 2024
Disjointed text messages with updates rather than calling.
28 December 2024
Will never go back
25 December 2024
Annoying not to be able to give payment by credit card over the phone. For those of us not IT literate, I had to go to the bank and get cash !
24 December 2024
MOT was done and feedback given without trying to upsell. Only thing is that when I collected the car the next day, I found it with the window slightly open resulting in wet driver seat.
24 December 2024
2 way comms could be better.
23 December 2024
Excellent customer service, clear exact no surprise and on time
23 December 2024
communication when car was in workshop was poor. I had no idea when i was getting my car back. It was difficult getting a hold of service advisor.
23 December 2024
some damage was caused to bodywork which means car has to go back in to be repaired
23 December 2024
Driver asked if where they parked their car was ok. Service desk called to confirm the car had arrived and the service being undertaken. Kept informed of the progress and the car return journey. Had a nice chat with the driver at handover.
22 December 2024
Two queries not explained correctly and one was wrong.
22 December 2024
Excellent .
19 December 2024
Friendly and efficient
19 December 2024
Service excellent and couple of freebies much appreciated. I just wish servicing was no soooo expensive , as a private car owner otherwise would visit more often
19 December 2024
The service was good enough. You could hardly hear the engineer on the explanation video.
19 December 2024
Did what was expected.
18 December 2024
Efficient and friendly
17 December 2024
Always receive first class service at Eastern BMW
17 December 2024
They my car heath check. Did they it excellent job.
17 December 2024
Very good experience and completed task within intended time
16 December 2024
Dealt with Helen and Hollie, found them to be very knowledgable.
16 December 2024
Communication from the garage was excellent
15 December 2024
I would simply reply as above
15 December 2024
Absolutely no problems with my experiences at the garage.
12 December 2024
Everything done with the minimum of fuss.
11 December 2024
I was very satisfied with the service I received
11 December 2024
Quick and efficient, kept to time scale
11 December 2024
Friendly and helpful staff at reception
11 December 2024
Professional amd kept me up to date.
11 December 2024
Seated in comfort with a coffee. Work completed in approx 2 hours was quicker than I expected.
09 December 2024
Car went in with no issues . Within a few days had messages appearing saying there was too much oil in it. Other than BMW car hasn't been looked at since Feb 2024. Cost me £200 to get it fixed. BMW said they never touched oil. Must have been fairies
09 December 2024
It was excellent on my trip to Eastern @ Edinburgh Newbridge. Staff very friendly and as I waited on my car I was able to observe how they also treated other customers. Lady on reception was particularly brilliant with customers
09 December 2024
Could fault Eastern, top notch service.
09 December 2024
Worst service received in 6yrs of being customer there. Lack of communication. The person brought into this branch to improve customer service has terrible attitude to attempting to resolve matters with clients. Can't change to 0 but not worth 1
08 December 2024
Great communication and professional service
08 December 2024
Seamless process
08 December 2024
welcome etc was great but it doesnt take 3 hours to fit roof bars and a roofbox
08 December 2024
Nothing was no much trouble for salesman Calvin
08 December 2024
At almost every turn they did not deliver on their promises.
05 December 2024
Despite the friendliness of staff, 2 days after the service/mot my car has developed a fault with the oil level even tho the oil should have been changed
04 December 2024
I was kept up to date and fully informed all through the process.
03 December 2024
Easy to book and all efficient
03 December 2024
When I handed my car over for a service it had a warning light showing that I needed to inflate the tyres. disappointed to get the car back and this simple task had not been carried out. I presumed that when the car was driven this would be seen.
03 December 2024
Got what i needed done no hassles.
03 December 2024
All staff were very friendly and helpful
03 December 2024
Great staff, kept me informed throughout. Very helpful and welcoming into the waiting area
03 December 2024
A courtesy car was provided and we were periodically kept informed of the (slow) progress of our repair.
02 December 2024
Service was excellent Morgan kept me updated start to finish car was ready earlier than I'd anticipated washed and hoovered and looking great
02 December 2024
Good communication throughout and happy with the overall experience.
30 November 2024
I had to take my car elsewhere to get a code read to understand it wasn't urgent. The man took approximately 30 seconds to plug a meter in to tell me. He didnt barge me to do it.
28 November 2024
Cat was taken on time and advisor checked in on progress
28 November 2024
Staff are great BUT approach to servicing cars means it always takes longer than it should. For example, asked for wiper blades to be replaced. Couldn't do it as didn't have the parts and would need the car for 2 days.
28 November 2024
All work done as scheduled
28 November 2024
Nothing to complain about
27 November 2024
service met all my expectations
26 November 2024
Slightly concerned when mechanic recommended replacing all 4 tyres even thought the front pair had approx 6mm of tread on them. One had only been replaced less than a month ago!
26 November 2024
Always a pleasure :-)
26 November 2024
No issues, everything ran smoothly
26 November 2024
Nothing went, wrong great service
25 November 2024
great service as noted
25 November 2024
I expected better service. Two basic tasks not completed service light & washer fluid. I ended up topping washer fluid up myself when I arrived back home.
25 November 2024
Got car back when we were told to expect it only disappointment was it was not washed as we were informed it would be
25 November 2024
Everything went according to plan and it was a hassle free experience.
24 November 2024
Everything that was needed was done
24 November 2024
I was completely satisfied with the service given to me. The sales person Ewan Swanson was very helpful, answering all my questions and providing me with a complete service experience as indeed were all the staff in Eastern Motors. impressive.
24 November 2024
Job done professionally and to agreed time frame. Outstanding customer service.
24 November 2024
First class service
23 November 2024
Zero complaints
23 November 2024
Very smooth, good communication, so handy to have a courtesy car. My car was returned sparkling clean, inside and out - I really appreciated that.
30 January 2025
The vehicle was delayed due to adverse weather conditions which was fully understood but everything thing was rectified to our full satisfaction.