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5.0SERVICE
4.5Our 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.
370 ratings and 237 comments received in the last 90 days.
07 March 2026
The salesman Jamie was polite and efficient.
04 March 2026
Customer service was excellent! Jake was attentive, patiently answering all our questions knowledgeably and with enthusiasm and was more than happy to advise us after pick up
01 March 2026
I honestly couldn't have asked for a better experience buying my new BMW, and that's entirely down to Gavin. He was warm, approachable, and genuinely lovely to deal with, which made the process feel relaxed and enjoyable rather than stressful.
14 February 2026
Friendly helpful and professional
09 February 2026
From first contact with Sales to departing the Centre with a beautiful well engineered BMW my wife and I are delighted with the overall experience. Mr. Jamie Parker in particular was of great support throughout our time at Group 1 Norwich BMW.
08 February 2026
Scott provided exemplary customer service - he listened to our requirements and tailored everything to our needs
07 February 2026
Very good smooth experience
04 February 2026
Very attentive service
04 February 2026
All staff were very friendly and made a nice and relaxed environment.
02 February 2026
Great customer service from Scott Joy
31 January 2026
All round fantastic service
30 January 2026
Yet again the sales executive Jake Howe was outstanding in his communication, knowledge and support....that why we are returning customers.
28 January 2026
Very helpful team, friendly and approachable.
28 January 2026
Misunderstanding re camera
28 January 2026
Questions were answered quickly and a very fair approach was taken by the sales person.
28 January 2026
Gavin was very helpful, and guided us through the buying process giving us full information of the various options available to us, so we could make a considered choice.
25 January 2026
Max was excellent and met all our needs. He was understanding of our concerns about transferring from manual vehicles to a sophisticated modern vehicle.
16 January 2026
Answer given in relation to Jake Howe our Sales Exec. However, the condition of the car at handover was not to the expected standard. Despite having Guard X 'applied', it was covered in scratches from valet and required correcting and recoating.
12 January 2026
Excellent service.
11 January 2026
I have bought several new cars from this Centre, over 20 years, because of the quality of the service. The sales arranged with Gavin O'Grady have always been eminently cordial and efficient.
10 January 2026
I've used the dealership before and have always had a good experience.
19 December 2025
Excellent service from Scott Joy
17 December 2025
From the outset, my latest purchase experience delivered a superior level of customer service, which matched my expectations. Delivery was completed smoothly & on schedule.
15 December 2025
The process was fully explained to us and it was a simple, painless experience.
06 March 2026
Excellent service however I have not yet heard about my question concerning the value of the vehicle which would be helpful.
02 March 2026
Great communication. Friendly staff very engaging. Quick and efficient service
01 March 2026
The young lady was so helpful
28 February 2026
Excellent service
28 February 2026
Excellent service provided by very competent staff throughout the process.
28 February 2026
Work completed in under the given time.
28 February 2026
Helped when I went in on the off chance with a puncture and turned around in an hour
27 February 2026
Completely Satisfied with the outcome.
26 February 2026
Very quick.
26 February 2026
Alice was excellent. Updated me on progress regularly, answered questions and dealt with any requests from me very professionally.
25 February 2026
Not a great experience with staff that greet you! They never smile or make you feel welcome. I was made to wait to be booked in as the person who had my paperwork was busy..waited 10 mins while she faffed about.
25 February 2026
I had to attend twice as the courtesy car I booked was not available . When I returned for my appointment I was served by a member of staff who quite frankly should not be a customer facing employee.
25 February 2026
The mot was helpful with the overall condition of my car
25 February 2026
Everything went as planned
24 February 2026
Was kept informed by Alice at Group 1 Norwich, although timescale for repairs was a little vague due to waiting for go ahead from third party (Autoprotect Tyre Insurance)
24 February 2026
Was done fairly quickly and the courtesy car was fine. They didn't remove the stupid message I asked them too!
24 February 2026
Good job done quickly
24 February 2026
Excellent service as always
23 February 2026
My receipt for the recall was incorrect. It had the wrong model of car and engine . I subsequently spoke to receptionist who said she said would speak to service and get it amended correctly. I am still waiting for that to happen .
23 February 2026
Rather surprised thst break pads were not in stock . My car was returned without the complementary wash & vacuum despite being with you for an extra 24hr
23 February 2026
was good
23 February 2026
Awesome
21 February 2026
My first booking for a service was 'lost' on the system, despite me actually being in the dealership and booking it directly with the service desk. However, the re-booked service was excellent, i was kept imformed of what was happening
21 February 2026
Once the service had commenced it was very efficient, problem being a 50 minute delay after my appointment time.
21 February 2026
Quick n efficient emergency tyre change. I'd traveled 300 miles from Cumbria on the way to Norwich and blew a tyre right outside the BMW centre. Just knew we were in safe hands and that's why I buy BMW.
21 February 2026
Dissatisfied not with the mechanics work or the car which is important to me first in reality but by the rest of the experience!!
21 February 2026
Done job professionally.
21 February 2026
Not all service items were completed
20 February 2026
KDS corrected my steering wheel being off centre which is great, but i booked a sit and wait appointment & nobody told me it would take 2.5 hours I would have appreciated someone informing me.instead of me sitting there for that period of time.
20 February 2026
I was able to work remotely from the garage. Good WiFi, comfortable and plenty of tea and coffee and nice biscuits. What more can a busy professional want whilst he waits for his car.
20 February 2026
Staff always polite and have good knowledge of vehicle and history. Staff are helpful and willing to take time to explain and when information is not readily available they seek professional advice to answer any questions.
19 February 2026
Did what was asked for and within time frame. Good coffee and biscuits too. A clean car as a bonus!
19 February 2026
I did not have 5 star service. I waited for over 3 hours to have a tyre sensor looked at that had thrown a fault after having 2 new front tyres fitted the week prior. The sensor was fitted without consultation and then I was asked to pay for it.
18 February 2026
Fast and efficient service and excellent liaison on all events from Matt Wilkins
18 February 2026
The servicing itself appears to have fixed the issue and I was pleased with the overall vehicle check that was carried out, but the cost, given the vehicle age I think was unjustified.
17 February 2026
I was told my repair was not covered by warranty - it was. I sent in photos on request and waited a week to be told the photos weren't sufficient. I did not feel kept up to date with my repair progress which caused stress. The repair work was good.
15 February 2026
Good greeting on arrival, work completed promptly as well as attenmding to a minor tailgate issue which i reported
15 February 2026
All went as planned. No glitches.
15 February 2026
Did exactly what I wanted
15 February 2026
My passenger floor matt has black oil marks over it from the service technician. The matts were brand new and are now stained. This is unacceptable, especially at the main dealer level. I also never received the health check video as promised.
15 February 2026
Lady on the desk couldn't have done more for us! Also kept updated and all completed as requested.
14 February 2026
Very easy
14 February 2026
Once again just amazing service particularly by the person who dealt with me at the service desk
14 February 2026
Excellent support and comms from Georgina and required intervention delivered as expected
13 February 2026
Never had any problems with group 1 bmw norwich always been satisfied with the centre.
13 February 2026
Waited 7 hours for work on car to be completed. Not checked on once in time was waiting. I had to ask at service desk 3 times for updates. Unfortunately I made the decision to wait for the car rather than leave it but did not expect 7hr wait
12 February 2026
Great service
12 February 2026
Excellent reception, accurate understanding of the booking and confirmation of everything prior to start of work. Great work ethic from the whole team, and good coffee
12 February 2026
Excellent service throughout.
12 February 2026
Kept informed while we waited
12 February 2026
Very happy and personable with every interaction
12 February 2026
I was attended by this lovely young woman, forgot her name. She managed to get our car serviced in less than 2.5 hours. Quickest ever .
11 February 2026
Great service, we were well informed on progress and condition of the car
11 February 2026
Communication wasn't ?? but overall happy with service
11 February 2026
The service team are always efficient. I have no complaints.
10 February 2026
Easy to book an appointment and swiftly dealt with once at the dealership.
10 February 2026
Easy to book recall online, also online check-in was quick. Self serve key drop off was straight forward. Collection was also good with friendly and helpful staff.
10 February 2026
I was really satisfied with the work done, had dashcam fitted but I had to ask someone how to use it and I feel that it should've been part of the service and not had to ask.
10 February 2026
Prompt, efficient service
09 February 2026
Surprised that on the booked-in day they didn't have the required brake linings but otherwise very satisfied with the service
09 February 2026
Everything was top quality.
09 February 2026
Staff understood my need for this to be done quickly and accomplished this.
08 February 2026
CHARLOTTE AND CRISPIN WERE A CREDIT TO THE BUSINESS AND THE BRAND
08 February 2026
Met all expectations
07 February 2026
Was kept updated on progress and work completed to my satisfaction
07 February 2026
Service was carried out in the time specified.
07 February 2026
Very slick and professional service.
07 February 2026
Service from arrival to departure is always top class
07 February 2026
Everything perfect
07 February 2026
My visit took les time than expected and having opportunity to chat in motorrad division make it even more pleasent.
07 February 2026
The people at bmw Norwich were very friendly and accommodating. The call centre was the problem. I booked the car in and was told it would take 90minutes to do the minor service. In reality I was waiting there for nearly 3 hours.
07 February 2026
The planned work was completed. But a fault was found- wrong tyre on back NS BUT it had passed the MOT in September with same tyre in place with BMW. Doesn't inspire confidence
06 February 2026
Very good service.
05 February 2026
Excellent customer service, excellent facilities.
05 February 2026
Easy appointment booking through the online portal . Overall communication can improve. Service can improve.
05 February 2026
Kind friendly staff, who kept me informed and were so knowledgeable
05 February 2026
They carried out the MOT & brake fluid change quickly and without issue.
04 February 2026
The whole journey was seem less from when I called to book my service until the call to say my car was ready to be collected
03 February 2026
The service offered by the Norwich centre has always been excellent
03 February 2026
Car was in for a recall job for air bag. Job completed, car valeted and app guru assisted with app issue - thank you.
03 February 2026
Support from the Customer Service team (Crispin) was excellent The understanding of the 'IT' team was detailed - I'm afraid i do not know her name. A software diagnosis had been run the day before the service was due which had helped identify faults
03 February 2026
very good communication, I forget the young lady who mostly dealt with this but she was very helpful and another special thanks to Kyle who always goes above and beyond.
02 February 2026
Great communication and clarity. Lovely staff Kyle was fab
02 February 2026
Completed quickly and cheaper than quoted and the car came back clean. Coffee was good too!
02 February 2026
My first time here for many years, I found the service excellent. Many thanks to Matthew.
01 February 2026
Highly professional and proficient service and support. Kyle Clark on the service desk has been extremely helpful and supportive, which is greatly appreciated.
01 February 2026
Despite the massive bill, i was kept fully updated about what was happening with my ar. The lady that was allocated me (i think her name was Alice) was very polite and pleasant
01 February 2026
The service area is well laid out clean and tidy. The service team were friendly and happy to assist and advise. This is my third visit and as with every other visit everything ran smoothy. My service agent was Kyle and I was very happy for his help
31 January 2026
Problem was sorted and recall work attended to, which I wasn't expecting to happen until April.
31 January 2026
every thing went smoothly, and in good time.
31 January 2026
Booked in at 10 am had a hired car booked for the day at 4.30 get a call saying just about to get it in the service department so not going to be ready,so I had to pay for another day hire and wait until 2.30 next day to get my car back
31 January 2026
Kyle very helpful and kept us informed of progress.
31 January 2026
Just waited an hour longer than told ....
31 January 2026
Whilst it took a while to resolve my issue the engineer's looked at the car multiple times until resolved. I didnt have any problem booking the car in. To be fair all the staff involved with me were excellent. Very impressed with the service recieved
31 January 2026
Very helpful & knowledible
31 January 2026
Kyle gave professional friendly service and made my visit extremely satisfactory
31 January 2026
Easy to book , one call did it all ! Good communication, throughout the day
31 January 2026
Overall experience
31 January 2026
Excellent service from all the staff at BMW Norwich
31 January 2026
Serviced within 2 houers
27 January 2026
.
26 January 2026
Georgina was friendly and helpful.
26 January 2026
My car is only 6 months old and I had an issue with the interior ambient lighting, the service technician was not 100% sure of how to fix it but he did, however he was not able to explain what had gone wrong with the lighting
24 January 2026
Always very happy with BMW but don't like the fact that you have taken away the 'drive into the city' service. It's not good having to sit at the centre for 4 hours waiting for your car.
23 January 2026
Kyle very helpful.
23 January 2026
service was first class, helpful and efficient
23 January 2026
Good service.
23 January 2026
On the day there were a lot of people booked in for what I assume was connected to the recall, even though I had booked a car they advise it wouldn't be long unfortunately it was just iver 3hrs, although the person gave me a BMW bag it was long time.
22 January 2026
Delivered as promised in a friendly way
21 January 2026
Following an issue with a previous booking, Kyle made contact and organised things, and ensured everything was sorted
21 January 2026
I asked not to be contacted about a survey. Please respect my wishes
21 January 2026
Friendly, efficient staff, excellent communication, comfortable waiting area with refreshments, clean & pleasant customer toilets
21 January 2026
Swift and efficient
21 January 2026
Everything went smoothly and I received an excellent service.
20 January 2026
We had traced the fault to a common issue with the X 3 E 83. It's even published on Google. Evenso given all this information, I was sent a quite useless video showing the tyres of the car. The main issue was not addressed at all.
20 January 2026
I was late for my appointment due to the sub zero and snowy conditions causing traffic delays, but on arrival i was greeted courteously my car was taken in for immediate work whilst i waited in a comfortable area with coffee facilities
20 January 2026
Georgina Smith & Matthew Wilkins have been absolutely fantastic. As someone who has never had a good experience with BMW (Cooper, Inchcape & now Partridge), they have/are restoring my faith that something is being done within BMW to better service.
20 January 2026
Good communication and pleasant service
20 January 2026
Repeatedly said phone on my mobile number but messages were left on my landline when I was at my sons till the car was ready
20 January 2026
Self service check in was easy and due to service plan no payment required
20 January 2026
Reception team - Very helpful
20 January 2026
Warm greeting, highly professional from start to finish
20 January 2026
Service level as I would expect from the brand although I feel at this time there is a shortfall in the Customer experience Only due to lack of communication as I had to chase a number of times to get feed back
19 January 2026
I was told the recall on the starter motor would take about two hours but it was 3 hours plus. I had to forfeit the complimentary car wash as it would have taken that much longer. I would like to have been advised as to the progress of the work too.
19 January 2026
Georgie was very friendly and made everything clear. Also pricing was very competitive
19 January 2026
Booking process was straightforward and speedy. The minor issue was identified immediately and fixed successfully. All the staff I engaged with were polite, friendly and professional. Very pleased with the service I received.
19 January 2026
The Dealership consistently provides me with an excellent level of Customer service.
19 January 2026
The team fitted my vehicle in quickly when I reported the fault message. In-branch at Norwich Alice was great to work with, professional, friendly & knowledgeable. The service team identified the fault, fixed it & provided all information I needed
19 January 2026
Very helpful & efficient
18 January 2026
Fantastic service - fitted me in immediately for an urgent repair despite being very busy
18 January 2026
.
18 January 2026
Great service overall , from the service desk , to update and to feedback on any added requests, thank you
17 January 2026
Cameras have not worked properly since service
17 January 2026
Great advisor, very well knowledged on the vehicle and patiently explained the fault diagnosis and rectification performed. Offered advice on other queries.
17 January 2026
Polite helpful team and work completed on time.
17 January 2026
Got date very quickly, comfortable surroundings while waiting for MOT to be undertaken- thank you Kyle.
17 January 2026
Just need to answer phone when ringing service department never had a call answered yet out of half a dozen calls.
16 January 2026
Georgia was excellent as a customer service contact. However having booked the car in 2 months in advance, it was unacceptable to be told you had not looked at the car on the day and I had to leave the car overnight or make a completely new booking
16 January 2026
I was very satisfied with the service I got. I came early , and the car was taken away. It was finished and I was very satisfied.
16 January 2026
Waited 2 hours for an updated on my car collection. Called 5 times with no answer. I undrstand the reasons why my car had been delayed but would have been happen with an answer right away. Why have a telphone number when no-one will answer it?
16 January 2026
Efficient service
15 January 2026
Very professional service from start to finish
15 January 2026
Service was carried out quickly. Was easy to book and was informed when it was completed so was able to collect earlier than I expected.
14 January 2026
Great service as usual. However for some reason thus mobile number hasn't as requested been removed from your records. 07799 474374
14 January 2026
This did take a while to resolve. I had a defective rear light on a car purchased from another BMW main dealership within the past three months. Why did I have to wait for a replacement part to be order on an item clearly which needed to be replaced
14 January 2026
Very good service as usual, kept me up to date as to when my car was ready for collection
14 January 2026
Kyle was brilliant in every aspect from arranging the appointment, ordering parts, sorting a loan vehicle, keeping me apprised of progress and alike.
14 January 2026
Excellent Service
14 January 2026
Everything excellent
14 January 2026
Once BMW agreed an update was due FOC all went smoothly
14 January 2026
The service I received was excellent, I was kept up to date at every stage of the works as the car was kept overnight because further parts were required to complete the repair.
13 January 2026
My car was there for 4 days after work had commenced. Once I had got my car back, not even 24 hours later, my car isn't working again
13 January 2026
Great service, friendly and approachable assistant.
13 January 2026
Kyle was very helpful
12 January 2026
First class - as usual. Matt went out of his way to help
12 January 2026
Extremely efficient service
12 January 2026
Booked in as x1 30e but garage changed to my old car a 330e . Emailed to garage - no action ,sorted when was phoned to confirm. One issue not fixed and no feedback on car collection . Car booked in for 10.30 on wait , didnt enter ws until 11.20
12 January 2026
Done in good time, gave us a car so we could go for lunch while our car was being fitted with a new starter motor due to recall.
12 January 2026
Always runs smoothly and no problems
12 January 2026
Very helpful and saved me money by explaining the service contract which I then signed up for , work done within the time specified altogether happy
12 January 2026
I'm not happy with the changes no that it's Group 1, it made it very hard to contact anyone at the Norwich ahead of my visit and I had a price match query which was quite shambolic really.
12 January 2026
Matt, the sales provider i was dealing with was very informative and very reassuring. Kept me up to date during the day with the status of my vehicle.
11 January 2026
Duration took longer than expected for a safety recall for seat belts, however staff were courteous and professional
11 January 2026
Staff were helpful and informative.
11 January 2026
Staff were polite and courteous, car was cleaned and generally happy with our visit
11 January 2026
Everything went smoothly and the car was returned on time.
11 January 2026
A lot of people know me there I have also been in the motor trade all my life I am fussy about my cars
10 January 2026
Professional
09 January 2026
I have given this answer because the things I expected to be done where not. When i take my car to the main dealer i do not expect my car to come back with warning lights on you called me to say I needed new tyres at rear but did not mention warnings
08 January 2026
During the Festive Holiday period the company accepted the car after it was recovered and attended to the fault as soon as the business resumed.
07 January 2026
Really quick service. Coffee was very nice while I waited too.
07 January 2026
Very prompt and customer friendly team
07 January 2026
I called a number of times to make an appointment but neither service or reception answered the phone. I therefore just turned up at the showroom. On the day of the repair I had the same issue but managed to get one of the sales team to help.
07 January 2026
It was not a service it was a recall on airbag
06 January 2026
I did have to wait a while, however, the mot cost was then reduced, so very happy
06 January 2026
very slow to look at the vehicle, approx 56 hours. I asked repeatedly to communicate with me via email as I am a hospital Dr, BMW continued to phone and leave messages. after 3 weeks car ready to collect and filthy; a senior engineer had used as own
06 January 2026
Always quick and very professional
06 January 2026
Did the work, valeted it and gave me a goodie bag to me for taking longer than they had anticipated (I was waiting at the dealership) which was a nice gesture.
06 January 2026
Service was 10 out of 10... Work done 10 out of 10. But complemtry hoover and clean wasnt done.....
06 January 2026
Easy booking Good communication
30 December 2025
Back team did a good job too
29 December 2025
Perfect service prompt efficient professional!
29 December 2025
I take my car into MINI even though I have a BMW. All staff are kind, friendly and welcoming. I have complete faith and trust in Chris' knowledge and skills that I know he will easily find the fault. There's nothing he doesn't know!
29 December 2025
serviced professionally. vechile health check clear and precise. winter tyres swap addressed without fuss. MOT'd as expected
29 December 2025
No issues whatsoever. Got video of health check and a car for the day.
28 December 2025
Excellent service well informed on my cars progress
28 December 2025
Five star treatment
27 December 2025
Always prompt professional service.
27 December 2025
A bit of a longer wait than quoted, but that aside great service
27 December 2025
Prompt return of vehicle, detailed report
26 December 2025
Excellent
25 December 2025
Looked after me and my car very well.
23 December 2025
Everything was completed as required.
23 December 2025
Very satisfying, the hire car was a perfect addition.
23 December 2025
Kept me informed all the way through
23 December 2025
Book in was slow and book out frustrating (for you and me)
23 December 2025
Professional service
23 December 2025
Very efficient service, friendly and professional staff. Crispin my service advisor was brilliant and kept me informed throughout the process, he highlighted additional work required and priced it competitively which encouraged me to go ahead.
23 December 2025
Satisfied with service
22 December 2025
Very polite and made me feel that all would be ok
20 December 2025
Great communication
20 December 2025
Only 1 fault found
19 December 2025
I was kept informed about when my car would be ready , and it was perfect timing to miss the traffic .
18 December 2025
All issues dealt with. Good communication.
18 December 2025
did not clean the car propely-only did the bonnet and did not clean the rest
18 December 2025
Unfortunately I have had a couple of problems , one the car was parked in the hospital car park , while I was attendinf an appointment and two an update on the software . But both times these have been delt with , without me being inconvenienced .
18 December 2025
Alice on Customer service reception was very helpful and solved the problem caused by the workshop not completing the job when expected.
18 December 2025
Easy drop off and collection , service team very friendly.
18 December 2025
Excellent service
18 December 2025
very professional
18 December 2025
As a regular customer, I was extremely disappointed with the service I received. Almost entirely as a result of the attitude of the service advisor, who was abrupt and obstructive. Failed to have a leak checked while the car was being worked on.
14 December 2025
I always have had a good experience
FIND Group 1 Norwich BMW
Address
- Forest Way, Dereham Road, Costessey, Norwich, NR5 0JH
Opening Hours
- Mon–Fri:08:30 - 18:00
- Sat:09:00 - 17:00
- Sun:10:00 - 16:00
Phone
- 01603 294937
Norwich as well as surrounding areas including Lowestoft, Great Yarmouth, Thetford and Dereham
Address
- Forest Way, Dereham Road, Costessey, Norwich, NR5 0JH
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:08:00 - 13:00
- Sun:CLOSED
Phone
- 01603 944878
Norwich as well as surrounding areas including Lowestoft, Great Yarmouth, Thetford and Dereham
Address
- Forest Way, Dereham Road, Costessey, Norwich, NR5 0JH
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:08:00 - 13:00
- Sun:CLOSED
Phone
- 01603 944877
Norwich as well as surrounding areas including Lowestoft, Great Yarmouth, Thetford and Dereham
Address
- Forest Way, Dereham Road, Costessey, Norwich, NR5 0JH
Opening Hours
- Mon–Fri:08:00 - 18:00
- Sat:08:00 - 12:00
- Sun:CLOSED
Phone
- 01603 628222
Norwich as well as surrounding areas including Lowestoft, Great Yarmouth, Thetford and Dereham
Address
- Forest Way, Dereham Road, Costessey, Norwich, NR5 0JH
Opening Hours
- Mon–Fri:09:00 - 18:00
- Sat:CLOSED
- Sun:CLOSED
Phone
- 01603 944877
Norwich as well as surrounding areas including Lowestoft, Great Yarmouth, Thetford and Dereham
08 March 2026
Gavin O'Grady was very considerate and knowledgeable. He was unhurried in our purchasing process, which was really appreciated.