I wanted to share my honest feedback regarding my recent experience purchasing a Mini Cooper S through business finance. Unfortunately, I found the overall experience disappointing—something I wouldn’t have expected when making such an important purchase.

We initially intended to buy an approved used Mini, but after seeing the 25 model, we decided to go for a brand-new Mini Cooper S. However, our journey to securing the car was far from smooth.

When we expressed interest in specific models which were on display, Adil, the sales representative, told us they were sold. To our surprise, just two days later, the same models were suddenly available again. This inconsistency made us feel like we were being discouraged from purchasing a brand-new car, which was frustrating. Regardless, we remained firm in our decision. Throughout the process, it did not feel like Adil had our best interests in mind.

The approval process for business finance took longer than expected due to our company being less than a year old. However, I want to express my appreciation for Kaylie, who was proactive, responsive, and got things sorted efficiently with Alphabet. Unfortunately, updates on the actual order placement were sparse, and my attempts to get information often went unanswered. It took nearly two weeks after finance approval for the order to finally go through.

To make matters worse, when I received the confirmation, I realized that the order had the wrong wheels and roof configuration. Once again, Adil was unresponsive, and no one seemed to have double-checked the order before finalizing it. Thankfully, Kaylie stepped in once again and quickly resolved the issue. Given the lack of communication from Adil, Kaylie appointed Kira to assist me moving forward, which was a welcome relief.

I have previously owned vehicles from Range Rover, Mercedes, and Lexus, and I must say that this has been the least welcoming and most frustrating purchase experience I have had. If not for Kaylie’s professionalism and intervention, I would have taken my business elsewhere. In fact, due to this experience, I have decided not to use Berry Croydon for servicing my Mini.

I hope you take this feedback seriously and work towards improving your customer service, particularly in terms of communication, transparency, and ensuring that customers feel valued throughout the process.