Marshall Motor Group Reviews 2,861

I put a deposit down with BMW Marshall Bournemouth to reserve a car so it would be available for me to view when I returned from a business trip.

When I came back, I was told by BMW Marshall Bournemouth that the car was actually at BMW Marshall Salisbury, and that I needed to contact them to view it. After calling Salisbury, they informed me they no longer had the vehicle either. At that point, neither branch could even locate a car that I had already paid a deposit to reserve. I was then told the car was likely at a holding location and that I would need to complete a full finance application just to be able to view or test drive it, which is completely unreasonable.

Due to this, I decided not to proceed and requested my deposit back. I was told it had been processed and would be returned within 3–5 working days.
Nothing arrived.

I chased this up and was then told they needed additional information to process the refund. Despite previously confirming it had already been processed. No one contacted me to request this information; I had to chase it myself. I was then told again that the refund would take 3–5 working days. Still nothing.

After two weeks, I was told they would push for a same-day payment and apologised for the delay. Another week passed and still no refund. I was then told the accounts team were “confused” as to why the refund hadn’t been approved.

At week three, I received a call saying the refund had officially been processed and I should receive it the same day. Again… nothing.

I allowed another 3–5 working days out of goodwill, despite it now being close to four weeks since my original request. Still no payment.

To this day, my deposit has not been returned. All I have received are apologies, excuses, and repeated promises that were never honoured.

This is absolutely unacceptable customer service, especially from a brand like BMW. I am now leaving this review in the hope that someone finally takes responsibility and returns my money.

I would strongly advise others to be extremely cautious when placing deposits with BMW Marshall

I’ve wanted the new Polo R-Line for a while. From start to finish, Scott has been truly amazing with guiding me through the process of purchasing the car. Thank you so much Scott and the team for everything, truly happy with my new purchase.

Booked in for diagnostic and asked for hire car ( lincoln branch) all good, then a few days before I was called to say hire car unavailable and we changed the appointment to the following week. Another call 2 days before saying hire car unavailable. After I explained already changed the day was told hire car would be available. Dropped my car at 9:30 am took hire car , I rang them at 1:30pm, car hadn’t been looked at so told I could take hire car home ( we live 52 miles away) got a call at 4.30 saying the diagnostic was done and pushing me to authorities things. I did this without really looking at costings. Told parts weren’t available till the following week but that we had to take the hire car back the next day. I was left for a week without a car. On checking the diagnostic report we were being charged nearly £1300 for replacing front and rear breaks . I called on the Monday and was told it could be adjusted to under £600. ( shocking that I wasn’t given this option originally ) also they requested another £175 for further diagnostic ( for one of the issues I had taken the car to them in the first place ) I reluctantly paid. The woman on reception is not polite , I felt our calls were “ her way or the high way” and there was no point in speaking to her. On collecting the car another member of staff kindly listened to my concerns and agreed the hire car situation was not acceptable. He said he would speak to management with the hope of getting the 2nd diagnostic charge refunded . 6 days later he rang me to say this wasn’t possible but I could have a free MOT. When due. I declined , the garage , Marshall Nissan lincoln is £25 in petrol travel distance from me and in light of the vastly inflated price I was given to change the breaks I don’t trust them to give me a fair price for work. Extremely disappointing experience and won’t use them again.

After contacting Marshall jaguar oxford regarding a repair on my jaguar xf I got an email reply saying the relevant department would contact me as soon as they open,a week later and still no contact.
It's a pity Marshall jaguar Oxford's customer service is not as good as the car brand they represent.

I bought a Mazda CX-30, and part exhanged my Alfa. Chris provided excellent customer service throughout. I was particularly thorough in my enquiries on the car, finance etc; and Chris was very attentive, obliging and transparent in answering all my questions with information/history on the car. Reasonable part exchange terms for my old car. Flexible in mitigating issues (old original battery replaced with new). Preparation of the new car was very thorough. Contract signing and handover straightforward. Can't fault anything. Fully satisfied with the whole experience.

Superb service, as ever there were unavoidable issues not of their making and these were resolved above my expectations. Great service from Robert and his colleagues who went above and beyond. I rarely make recommendations as I hope service providers are doing their job but if a team gives a bit extra it should be recognised. Thank you and well done

Arrived on time to drop off my wife’s car for pre‑booked repairs, at their Skoda dealership in Milton Keynes, only to be told the Service Department “wasn’t ready.” At this dealership, turning up at the agreed time appears to be a surprise, and customers are expected to fit around them.

This was excused with “we’ve got other customers waiting,” all the while staff were chatting in an office rather than helping. An unnecessary wait followed before anything progressed.

Sadly, this reflects a long‑running pattern here, dating back over 7 years. Once a sale is made, customer service is clearly not a priority. We won’t be considering this particular dealership when replacing the car.

I would like to say a very big thank you to Daisy at the Reading Marshall Nissan Branch, her impeccable support during my son's car servicing and trusting my words on having a call back review on my car today was exceptional customer care. she has a heart of genuine service and I hope she can be rewarded for such exemplary attributes others should have in your organisation. take your flowers Daisy.. thanks a lot for caring and supporting my family all the way.

Booked to test drive a car at the cheltenham branch, sent a £500 holding deposit as requested. The car was not what i wanted 3 weeks later despite several emails and phone calls my deposit has not been returned !!

We have just purchased a car from Marshall Maidstone. We had an absolutely 5-star service.
Alex was professional, very knowledgeable, friendly, patient and helpful. He made everything easy and explained it very clearly. Paperwork was quickly and easily handled by Alex. We were very happy and couldn’t say enough thanks to Alex.
We will use the garage again and definitely recommend it to family and friends.
Other staff were friendly too. Thanks again to everyone, and especially Alex, you are a star!

The Nissan cars that the Marshall Group sell are great cars. If only the same could be said about the Customer Service that the staff provides! They are very keen to sell you their cars but the aftercare and help from the Service Team is none existent. I have been motoring for 55 years and have never been to such a poorly run garage. The staff are so unhelpful. They would rather hide away in their office and prioritise reading what's on their computer rather than making sure their customers are being served. I had heard from various friends about the care provided by the Lincoln branch of Marshall's, but didn't believe it could be that bad, and anyway I liked the car being sold, but believe me it is really poor! Buy a Nissan by all means...but avoid Marshall's at Lincoln.

Bought my kia ev6 from marshal volvo Grantham. Ross was my sales rep he was very helpful and clear in everything I wanted to know top man

I purchased a vehicle from Marshall Hyundai and later discovered that the stamped service records did not reflect the work that was actually carried out. From this significant damage was caused. I have contacted Marshall Motor Group to resolve this issue, but my attempts to get a response have been limited. Accurate service history is very important when buying a used vehicle.

Fantastic all round , Maisie has been great to deal with and extremely helpful. My wife and son have both purchased cars from this dealership and are extremely happy. That just leaves me and they will be one of my first choices when the time comes around to change my car. Highly recommended.

Great experience, would recommend. Chez made the whole process easy and straightforward, thank you

Open app
Your location

Map data ©2026 Google Terms 1 km

Learn more about legal disclosure regarding public reviews on Google Maps
Marshall MINI Hampshire (Hook)
Off Junction, 5 M3, Griffin Way S, Hook RG27 9RW
MINI dealer
K22 MDL
6534 points
5 hours ago
Saw a four-month old EV for me to run around in London & spoke with an extremely helpful young fellow called Alex Mitchell at Marshall's at BMW-Mini in Hook.

Did a 3 hour round trip, drove the car and it was as described - totally as new. Alex looked after me & didn’t over sell or push in any way. I Couldn't make my mind up, even made an offer that was accepted then got cold feet and cancelled via email at 4am! (Don't you just love customers?!!)

At 8.30am Alex emailed back with a very reasonable, positive & friendly response, summarising why the car would work for me (he was obviously listening during my visit). You could argue this is what saIesmen do, but you'd be surprised how many don't bother.

I reconsidered, drove back the following day and purchased the car, collecting a day later.

If you're looking at a BMW, Mini or used car I couldn’t recommend Marshall Mini Hampshire in Hook more – & indeed Alex. From the receptionist, through to other members staff including Charlotte their Mini Brand Manager, the way I was treated was exemplary.

Next time I change my BMW, Marshall Hants, & of course Alex will be on my port of call

I phoned' this company, using their contact number, and the department i needed, and through sheer perseverance, stayed on the line, until it eventually cut me off. 17 minutes 40 seconds.!!!!!!

Now i am really unhappy. All that time, waiting for a human being to answer my call. Nothing but cut off.

Now this is the purpose of Trust Pilot. To let others know, of BAD experience with a business.
This is not my first bad experience with this company. The second with the telephone calls.

My other really unforgettable, time. I ordered a brand new vehicle; top spec' for that model. I was using my own 1 year old, same model and spec' in part exchange. Very low mileage, first class condition, one owner. when i attended the venue, to pick up my vehicle, the sales man, would only give me the AUCTION PRICE, for my own car. Lowest Price possible.

The dealer ship had other similar models, less spec, higher mileage, much higher price (6K) than they were offering, for mine. 6K !!!!!
Oh and to really rub salt into the wound, the sales man insisted he gave himself a top mark for the sale!!!

I have now used VW Drift bridge Epsom, for a more satisfying, PROMPT, service.

I do not see myself using Marshalls VW Coulsdon again.

My recent visit to Marshall Land Rover Ipswich to get a warranty job carried out was as usual a pleasant experience.
The welcoming front of house staff and service personnel as always extremely helpful .

22 hours ago
Wow. We would just like to say the service from the staff that work here are Extremely helpful and professional. We purchased our Hyundai Kona from them, three years ago and every time we have been in for service, MOT or to ask a question, they have made us feel welcome, we're so pleased we are getting our next car from them. We will see you all next month! The Manager has a fantastic team of staff, so a big Thank you to everyone from the cleaner to the manager, Chris & Christa & Poppee

Canterbury branch - The best garage and customer care I have ever experienced. I took my Seal in for a check-up and Laura from the servicing team kept me fully updated throughout. All the staff were friendly and welcoming, and the garage itself is amazing.

If you haven’t already and are thinking of buying a new car, I would definitely recommend BYD and Marshalls in Canterbury. Thank you to Laura and everyone I met during my visit.

A special thank you as well to the team who washed and cleaned my car — it looks brand new and shiny again!