Chandlers BMW Worthing Review

Disappointing initial experience today (28/08/2019) at Chandlers Worthing as follows:

Booked appointment to view and test drive a car day before visit.
Arrived at 12.30 as agreed. Asked to wait in cafe area until the sales person booked was free.
Waited til 12.45 - no sign of sales person.
Asked at reception - told sales person was with another customer. I said that I would wait another 5 minutes then leave, as there s not much point in making an appointment only to be kept waiting...with no indication as to when sales person would be available.
Waited 5 minutes - still no joy. On way out, politely voiced my dis-satisfaction to another member of the staff.
They called back at about 1pm but was driving and unable to pick up call.
NB half our drive each way, so more than 1 hour wasted on a lovely day.

Am i being too picky? Don t think so the point of an appointment is to avoid waiting around, and imagine this scenario in a restaurant; you arrive, wait, no news on when your table might be ready...it wouldn t happen. And meals are generally cheaper than cars. And..BMW is a premium brand, and I would expect premium service as standard . It would have been OK if..

Sales person had managed diary better and met me at agreed time!!
OR sales person had greeted me in person and explained that there would be a delay
OR contacted me before arrival to re-schedule?
OR another member of staff had been able to at least prep for the test drive and allow me to view the car.

First impressions do count, especially when buying something quite expensive. And this was a bad start. Shame, as it looked like an ideal car.

On my way back to London on Saturday & my X5 tyre warning came on... was passing Chandlers Worthing I popped in on the off chance, they saw me straight away, checked over my car, Cleaned it! & sent me on my way. Brilliant, thank you.

Brilliant BMW main dealer. I love my new 120d ..... it s amazing!!!!!

Best dealership by far always looked after. 07/2020

All done with a clean bill of health and the car is clean inside and out
Taken away and brought back to me by Ray who is a wonderful ambassador for Chandlers BMW Worthing Thankyou

Excellent service. Had MOT done and brake pads replaced front and back. They were happy to offer a competitive price vs independents and did the work immediately. Also sorted a niggly issue with glove box lock out for me, free of charge. Car was cleaned, tyre dressing applied and ready for pick up before 2pm.

Bought a new car from Chandlers and I must say it was fantastic experience. They have a lovely new showroom and all the staff made the purchase very easy and enjoyable. I will be recommending to family and friends and will be back for future purchases! Well done Chandlers!

Even if you don t read my rant PLEASE PLEASE take a minute to call another BMW approved dealer to check against the prices Chandlers BMW Worthing have quoted you. 9 week old 2016 BMW approved Cooper S with squeaky bakes. On inspection I was More

Excellent service from Chandlers when i recently had my car in. Car came back gleaming and was completed faster than expected.

I needed a part urgently on a Saturday afternoon. Couldn't believe the parts department was open let alone had the part in stock! Friendly and helpful staff from the moment I called to the moment I left.

Fantastic level of service very impressed with first experience of BMW after care.

The service from the team at the garage is very good, on the ball, professional etc.

Very impressed with Pauline who welcomed us with enthusiasm. She asked what our requirements were and showed us a couple of cars and then referred us to Matt McFarlane. He was very professional, helpful, and talked through the pros and cons of the X2 vs what we already have 3 touring estate. Although we did not decide to buy yet, will definitely recommend Matt to anyone with his straight forward advice and technical expertise.

Great garage facility Just a bit too sterile and functional Feel like the staff should try use the service to see how it could get to 5 star

Extremely poor service. When I dropped my car off 5 service assistants sitting behind their desks on their computers. None of them willing to assist and instead asked me to deal with the one assistant who was already on the phone. Waited 10 minutes whilst the others chatted amongst themselves. Clearly no regard for the paying customer. No one subsequently rang to let me know me that the service had been completed. I had to ring them at 5.30. I only use Chandlers because they are so close otherwise I would avoid like the plague. Poor service from a company that treats customers with the upmost contempt.

Car went in for a wheel alignment check and adjustment. Excellent customer service by Steven Ayers. Also the mechanic Carl Smith who went out his way to explain things and took his tine to listen. Will be definitely being using Chandlers Worthing in the future.

I was very impressed with the initial recall contact and promptness of repair and the offer of collecting and returning of the car. Health check useful and loved the valet. The only slight negative was trying to ascertain the pick up time on the day - struggled to get through on the phone

Called in for a headlamp bulb to be replaced without prior booking. Excellent response and prompt attention from the service department. Bulb replaced and free vehicle health check carried out.

Always great service here as you would expect from BMW. Never had a bad experience and Bob Andrews in Corporate deserves a special mention.
Very smart new building and great facilities makes visiting a pleasure.

Chandlers MINI have a great team, always welcoming and always up for a coffee and a chat. Everyone is very knowledgeable. Bought my second MINI here and I pop in from time to time to see the boys and girls setting people on the right path to getting a MINI over a BMW. MINI is life!

Blown away with service I received! Plenty of parking and warm welcome, great selection of cars on display, spoilt for choice! Sales executive and finance manager listened to my requirements and I ve ended up in my dream car! Can t rate these guys highly enough!

Staff are always polite and really helpful. Easy to book car in, everything is explained fully and am always happy with any work carried out.

Bought a 4.0d X5 in Dec 2017 which states 47 mpg. It is actually doing 33 mpg!! No help at all from the dealership and three months later they offered a buy-back of GBP 12,000 less. To make matters worse, the tyre insurance I purchased which seemed good value for GBP 400.00 is rebated back to BMW Chandlers in the sum of GBP 189.00. In other words another PPI scandal where the intermediary, BMW, is paid by a tyre insurance company for peddling its products. The business manager was unhelpful and refused to share the tyre co's email in order to secure a refund. Buy a car at your peril from this branch of Chandler's, better to visit Brighton!!!

Car service and clean. Dropped off at 7.45 got the phone call for collection at 5 o'clock after chasing twice. The clean wasn't amazing.

Poor service offered when entering showroom as customer service was shown and had to wait around for a while before being served and aided with my query.

Looked down on us but we could afforded the most expensive BMW they had in stock!!!

Helpful team, held on to my car for me as I wasn t able to collect on the day.

Service department- I rang the afternoon before the car was due to be serviced, there was no answer and I was put through to a call centre. I wanted to drop the car off that evening and needed to understand what time they closed and whether there was anywhere I could drop the key if they were closed. I was assured I would be given a call back but I never received this. I dropped the car off the next morning, at huge inconvenience to myself and my wife, which is why I had originally requested a one hour whilst you wait service, but this had a three week waiting list - for an oil change! You pay a premium to have you car serviced at BMW - they are not competitively priced, but you pay with the expectation of an overall better service. When I picked the car up I was surprised therefore to see it had a token gesture clean. I have been a BMW customer at this dealership for around 12 year, overall the service levels have dropped significantly.

Very friendly and professional. Loved their flexible approach

Laurence was very helpful nice guy and great customer service and knowledge about your bmw. Fairly priced and all the staff are really polite.

If you are dressed REACH they ALL around you, if you are not - you will be lucky to here HELLO, even from receptionist

Friendly service. Expensive but at least they smiled while taking my money

Excellent Reception staff, very helpful and friendly, Thankyou

I purchased a car here recently, can't rate Matt McFarlane highly enough. He made the whole experience from start to finish not only easy but also really fun. He was such a nice guy to talk to, always incredibly attentive and made me smile every time I was corresponding with him...even when he was taking my money :D . Couldn't recommend the garage more, they have been lovely when ever I have gone into there, be it for the initial visit or to book services etc.

Am trying to book a service, all advisors busy. Press "0" for a call back: "sorry mailbox full", then cut-off. Presumably lots of people not getting call-backs.

Retried, waited, waited. Then advised that car required for two days, that there would be a 'diagnostic charge' to determine what, if any work, is required and that there is no collection/return service.

Thoroughly un-impressed.

Even though this will be my last visit and the car goes back at the end of the lease I was given top service. Phil the tyre specialist sorted out a slow puncture - the failing iDrive was fixed, the courtesy car was a smart Mini Cooper S and the car washed and hoovered like new on collection.
I come 40 miles to use this dealer as our local CRAWLEY dealership can t match Chandlers service levels.

Excellent Service and kept well updated with progress

Amazing dealership with an excellent standard of work carried out on my X5!! Super helpful staff!

Excellent service culture from dropping the car off under cover, to the email updates, nice valet and the car fixed.
Premium brand delivering a premium service.

Very Disappointed with quailty of work and attitude from Staff including management.

Repair work in excess of 3k carried out on BMW after less than 8 months several defects / poor repair work surfaced , Garage not will to do anything to help or accept any liability for poor workmanship.

Recommended I speak to my Insurance company - Avoid at all costs however if you decide use them keep all documentation and inspect work independently.

Shame on BMW dealer , happy to cut cost to make more profit and take advantage of customers. Very Very disappointed.

Easy to book online ... I received a call the day before confirming the appointment. There was a delay during the day but it didn t matter and I collected the car late afternoon. As usual top BMW service

A very enjoyable experience from start to finish for the recent purchase of a used 3 series. Great sales department interaction, not over bearing or pushy but genuinely trying to get a mutually happy deal. The end result, a very happy customer who will no doubt go back again when the time comes to make another purchase. It was a 5 star experience, my thanks to Dan Crittal in sales for making the whole process so enjoyable.

A huge thank you to Pete & Andy at Chandlers and the fantastic body shop crew for doing an absolutely fantastic job on my 3 series after another crash repairers failed THREE times to get the body work to a professional standard. I was without my car for over a month with the first crash repairers it went to (thanks to my insurance company!) yet Chandlers had my car for little over a week & went above & beyond to produce the best results possible. I had 3 of my wheels refurbished at the same time and they are perfect! I also had the rear bumper resprayed which has made a huge difference to the appearance of my car. I have always received a warm & professional service as well as being made to feel like a valued customer on each of my visits to Chandlers. I cannot recommend Chandlers BMW enough and I certainly won t be taking my pride & joy to any other garage from here on in. My car looks as good as new!!! I am immensely happy and I look forward to using Chandlers BMW in the future.

Really helpful and kept me up to date all the way through. Really shocked at how cheap their hourly rate was, will definitely use them in future

Great cars and great service, I'm know a very proud owner of a great car.. thankyou to you all..

It s not often you buy a car and you expect a great experience from a brand like BMW, and that s what I got. Alex was great from start to finish keeping me informed along the way and answering all the questions I had, anything he didn t know he found the answer for me. They went above and beyond, under promised and over delivered which is always nice. Collecting my car in the COVID situation was great and better than I ve experienced from other brands. Would highly recommend them and will certainly be back in a few years time.

Went in for a simple oil service but they broke the oil pump so 2 days ! Initially said no cars available so I was stranded but the only good thing about the experience was the assistance of Laurence
He found a car but no apology from service manager who refused to speak to me. Apart from the one individual it was appalling service.

Staff were very good but too many errors in booking my appointment. Had to rebook once then another error with my second appointment, it would also be better if they gave an idea of how long the wait would be - mine was 2.5hrs which they knew ahead of time but I didn't. Lots of niggles that could be improved with better management I think. Quality of work on my car was excellent as usual.

Not impressed, wriggled out of replacing headlight as the seal was faulty and not covered by warranty car was not washed despite the service agent telling me it will be cleaned. Didn t receive the usual warm welcome from anyone there, no offer of good morning or coffee..

Might as well have taken my car to a dealer local..

Our car had a problem so we contacted chandlers. A recovery agent came out to us and suggested we get the car to Chandlers BMW. This was done and our car was repaired within a few days or so.
Always treated with courtesy and respect by all members of staff and a pleasure to deal with.
Nice to receive such professional treatment.

Disappointed on last visit with lack of communication at dealership. After having a excellent experience with the body shop after a prang I had to return my car due to a few minor issues. The main one being the new head light was fogged up. Explained the issues when rebooking and was informed the car would be needed for 2 days but loan car was available. All good I thought so dropped my car down to dealer collected loan car. Later in the day around 5pm was called to be informed new head light was out of stock and car can be collected and would need to be rebooked for a 3 day period to replace headlight. I was asked had there been any body work carried out recently?

When I explained, again, that the car had been in to the body shop only 3 weeks prior and had a new headlight fitted then I was told there was no record of this on their system!

I appreciate mistakes happen but the keys show all history for the car so why had this not shown up, and more frustrating why had they not noted I had told them they had fitted the light in the first place when I called!

It is inconvenient and frustrating to have to leave work to get the car back for a third time! And not what I would expect from BMW. I choose Chandlers as I had a great experience with the body shop originally, the service department don t appear as well organised, very friendly and polite but I think the computer or the client information system needs to be more accurate!

g Christian was very helpful and fluent with the Handover would totally recommend, amazing service!

Everything ran smoothly. Both MOT and major service completed on the same day and the car was returned a lot cleaner than when it went in!

These guys sell very expensive and shiny German cars. I get my BMW serviced here, being immensely wealthy myself.

Excellent service staff were polite and very helpful I would recommend chandlers

Unfortunately the sales department didn't match up to the good work of the service department, had arranged a demo car whilst my car was in for a recall, only to find that was unavailable and no substitute either. Very unsympathetic and ruined my day, along with my sons who had to pick me up. A telephone call would have helped.

I found the customer service was poor and it really surprised me as it s a new centre. I ve only recently bought a secondhand bmw. It was my first experience of taking my car to a bmw dealership and I certainly will not be taking it back to this one. I simply wanted someone to look at the car for peace of mind. It didn t need a service or MOT. Even though I mentioned I wanted to collect it by a certain time, no one rang me to give me an update as that time approached. Then, when I rang them, they told me the car had to be kept in overnight because even though I had said at the time of booking some weeks earlier that I wanted the wipers replaced they weren t in stock! I also wanted one of my tyres to be looked at. When I asked what the outcome was, I was told I would get a call from the tyre man which never came.

no problems whatsoever servicing my car is awesome,lovely people, I have recently changed my vehicle too and the sales guys can't do enough to help, I'm sorry but if you want to test drive the world you have to expect to make some commitment, they have "most" models to test drive to help me make an informed choice!
Excellent guys keep up the good work!

Bought our 2nd used Mini there today. Usual very friendly and professional service, this time from Emma. Certainly the best and most honest of any main dealership we have ever dealt with.

I am sure the work done was necessary, and done to an acceptable standard. The rest of the experience left me underwhelmed.

Iv bin with you (BMW) for 12/15 years
And I m on the motability scheme.
Iv alway bin promised so many thing over the years and never got them.
This year I ask if they could help me and the answer was a firm no.
Basically they said if you don t want a BMW do dont have one day

They just dont care about the costumer, or they don t care about the costumers on the motability scheme.
I very sad that iv got to look for anther car that fits me.

Grant mercado

Very efficient system. Service carried out as required. Excellent feed back by the Service Department covering all aspects of the service.

In response to your reply below. I have still not heard from Andrew. Even though as stated below he would contact me! You've replied to ensure that you come across as a business concerned with their previous customers, not aware that I'm able to update my review as and when. I am still looking forward to your response.
..........................................
I would do my very best to avoid the company. Their level of professionalism seemed dire throughout my process of dealing with them. I'm currently still waiting to hear back from the manager after sending him an email over a week ago. I've never come across such poor customer service, especially when considering the value of the product. My advice would be to certainly used another dealership or if you must use them, go on a finance deal so that they treat you well as your an on going customer. They've taken my money and couldn't care less about my issues with the vehicle, their checks, their customer service, misleading information and lies. Unbelievable, from a main dealer. To summarise my issues:

1. A well known fault with the car reared its head within driving the vehicle home, 30 odd miles. Is having to be replaced.

2. A lifetime warranty product was not applied to the car, as confirmed by another dealership!

3. Was mislead into believing i was getting great customer service and a free upgraded part for my woes, time and money wasted. I was later told I was not receiving this after having to chase it up myself.

4. My address details were placed under another customers car and I received their car parts and receipts.

5. I have still not had a reply from a manager after sending an email a week ago.

After looking on JudgeService, they are the worst performing dealership in the are, by quite some margin. Not surprising.

Avoid if you can!

All very friendly staff - I was looked after extremely quickly & efficiently.

New show rooms lovely.

3 weeks ago the car went in for a full service. They even provided a video of the health check which said everything was fine.

They did say the suspension linkage was getting loose which the last mot flagged up. I sad yup go ahead and do it. Which they did.

I got the car back but it felt different on and off. I just thought new parts bedding in. Then it seemed fine but noticed it was drinking fuel. Id gone from 360m to the tank to 275m! Took it in and the front brake caliper mysterious started to stick. Needed new one. Said they would do it next day very good and to he done while i wait. Well wait i did until the technician came to say that the wheel nuts had snapped off!! Anyway they gave me a hire car and 2 days later i was reunited. It was pretty good service but i think they missed a faulty caliper in that first and second visit. Especially as they would have had to remove it on both occasions and refill it with new brake fluid on the first occasion. Its all ok now.

Went in for brake work but they busted a wheel nut off

Attentive,good feed-back,well informed throughout the process. Car ready as previously advised.

Did what they're supposed to do with courtesy and professionalism.

Hate this place with a passion ,same poor service and staff as it's been for the last number of years despite a flashy new showroom ,it's all top show !

Did exactly what was promised, on time. Couldn t ask for more.

I just don't like these people. They seems to say and do anything to avoid a warranty repair.

Do not go in here for any repairs. They will cause another issue with the car and say they did not. Avoid at all costs.

Extremely overpriced and rude staff. Whatever you expect to pay when you go in, they will add 0.

Simple work carried out ok.- time will tell
Some grumbles:
Dash display continues to show:
Service overdue
Driver and passenger seat settings left out of position
Head rest unset to very high position
Courtesy car virtually out of fuel

These are small but annoying issues and give negative vibes about attention to customer satisfaction!!!

Efficient & immaculate setting. Only reason it s not 5*s is its pricey but you get what you pay for

Had Audi's, Mercedes after always owning BMW's, thought it was time to treat myself to an M car. Took a trip to the new Chandlers worthing showroom and was very impressed on arrival. From the welcome from the lady's on the front desk to the point of where I signed on the dotted line. I have had the car for 3 months now and I already feel like I have had more satisfaction from the team here than any other dealership I have ever used. The team here could not be any more helpfull but without being intrusive. I am very particular about my cars and since buying it I have had a 1200 mile service, a tyre replacement due to a nail in it (took tyre insurance) and have recently fitted M Performance parts. All of which has been done to a very high standard and within the agreed timescales at the right cost. Now of course its a business and people will say they gotta be nice because they want your money. Trust me at my age in my experience people are not always nice or genuine, even when they want your money. The team here come across as genuine and caring and thats because they love their cars and the guys I dealt with were genuine car enthusiasts that had time to have a chat and go beyond the everyday salesman chatter. Big thanks to Matt M for everything, going over and above in arranging everything I have wanted to get done and in selling me an awesome car, Mark, Tim and everyone I have dealt with, its been memorable, big thanks to you all and the team at Chandlers BMW Worthing

A bit hit-and-miss this one. 2.5 / 5.0 max. I initially contacted the dealership on-line one evening and was then contacted by an advisor who organised the booking in. Great.
Turned up to the nicely appointed showroom and service centre on the appointed morning, only to find no details of the on-line exchange had been retained, so had to start all over again! Not so good.
Car was ready on time that evening and had been fully valeted. Nicely done.

Not sure I'll be recommending them in a hurry.

Very bad experience... the customer service rude and unprofessional

Good service with regular updates on the progress of the work being undertaken. Courtesy car supplied needed a more in-depth clean as coffee stains still present on the plastics near the gear stick. Overall pleased with the service.

Many thanks great service and communication from ALL members of the team at Charndlers Worthing dealing with my service issues. I wish all BMW dealerships were up to your high standard, sadly many are not

Good service from Steve and Lawrence when I took my car in for a service. All work completed as planned and a recall completed too same day. Pricing was as quoted. Car washed when finished. Very happy. Thank you Chandlers.

10 outta of 10 for service, helpful staff.
Looking at new cars was a joy ,not being badgered
by salesman. But they were there to ask questions if needed.
We done Chandlers Rustington .
Best one yet .

What a great service i received from Matt at BMW, from the moment i called to meeting him in person right through to after sale i got from him was A+.
thank you and will come back for my next car

Outstanding customer service and care.
Totally different league to most other manufacturers/dealerships.

Efficient service using the drive in and wait option. Was in the garage for just over 90 minutes. Constant offer of coffee to ease the wait.

But, you don't take American Express as a payment option. You need to offer your customers all card payment options particularly as you no longer accept cash.