MINI Countryman 2021 - 1.5 Cooper Sport 5dr

Sales staff let down by backoffice processes! Despite delays in the delivery of our new mini, the sales staff did their best to deliver a good experience. However, their efforts are totally destroyed by the unethical backoffice processes of Stratstone! Now, a week after completing the purchase and trade-in, we are still waiting for the equity from our old mini - a substantial amount. A disgraceful way to treat your customers. Technically, we still own a percentage of the old vehicle! Having bought 2 new vehicles from Stratstone in the last 12 months, the pattern is the same, hardworking sales let down by unethical backoffice! Off to Canterbury or Ashford in future!

Shocking service. There are plenty of other Mini dealerships, so give this one a miss. Salesman was helpful UNTIL we signed up for an Aceman just before Christmas, then followed the shockingly poor service, not unlike other low reviews we’ve since read. First thing, watch out……there was an offer on free insurance that they tried to hide, making out it wasn’t available….it was! Then two arrangements to collect the car were cancelled last minute. Also, there’s a second cable that’s advertised (on line brochure) as coming with the car, they’ve said we can have it, but no show after pushing for two months. Most frustratingly, they put a lot of pressure to sign loads of documents, but they won’t supply us with any paperwork for our financial agreement, insurance, warranties, in fact absolutely nothing. I said I wanted hard copies, as we don’t have a printer, to read through, they said they’d send but they still haven’t for two months!!! We’re so worried, we don’t even know if we’re properly insured. It’s terrifying to be told you’re insured but have no copy of the contract. We don’t even know who it’s through!! We’ve repeatedly been asking for weeks and weeks and must have sent twenty emails about all this to Stratstone MINI Maidstone and also Mini complaints department who say the dealership will sort it out. It’s so upsetting.The Aceman is ok but does nowhere near the miles it says fully charged, probably 160 miles only. In conclusion, I wouldn’t use this dealership, they state “ we pride ourselves on working hard to deliver the best possible customer service, and would really like to assist with your outstanding issues” this couldn’t be further from the truth. Finally, I’m so disappointed by Mini’s complaint service, that doesn’t care less, I’m afraid if anything goes wrong with the car, it’s probably going to be a nightmare. If they can’t give us our insurance documents, how can they ever fix a Chinese Mini!! For that reason, I wouldn’t recommend an electric Mini. Think twice before spending so much money as there are cheaper cars out there.