Big Motoring World - West Malling Anmeldelser 

Unfortunately we found our sales advisor aggressive and confrontational and not accepting of our decision to purchase the car we had chosen by cash without any extras. Not an enjoyable experience at all.

The service from James was good and professional

I am taking these people to court for multiple breaches of the Consumer Credit Act. They think it's OK to sell faulty vehicles and then to tell lies about your rights.

I’m extremely disappointed with my experience with Big Motoring World in West Malling. I purchased a vehicle from them on 19th August and specifically asked the salesperson, Cameron, whether the car had adaptive cruise control. I was verbally told that it did. After purchasing the vehicle, I discovered that it only has standard cruise control.

I have since tried to resolve this with Big Motoring World, but instead of taking my concerns seriously, I have been passed between the dealership and complaints team and told that I cannot reject the vehicle because there is supposedly “no fault”. I feel this completely overlooks the fact that an important feature was represented to me as being on the vehicle when it was not.

There are also other issues with the vehicle, including the rear lights not sitting flush. This was noticed on the day of purchase and I was told it would be sorted, but it wasn’t. I have now been told this is merely “cosmetic” and that because a week has passed I effectively accepted the condition of the vehicle, despite raising it at the time.

I have spent hours dealing with this to no avail.

I have also explained that I am autistic and that I need clear, written communication and appropriate support when dealing with this situation. Unfortunately, I do not feel this has made the process any easier or that my needs have been properly considered.

The matter has now been raised with my finance company and referred to the Financial Ombudsman Service.

Buying a car should not be this stressful. I simply wanted the vehicle and specification I believed I was purchasing and for my concerns to be dealt with fairly when I discovered there was a problem.

I would strongly encourage anyone buying from Big Motoring World to check every advertised and verbally promised feature themselves before signing anything, and to make sure anything important is confirmed in writing.

The process of buying our car from Big Motoring World West Malling was very efficient and everyone one was extremely helpful and nothing was too much trouble. We are very happy with our purchase

Lovely service 2 different tyres on one axle. I should have noticed it earlier. Great!

I saw a car online and booked a test drive which was located at Big Motoring world West Malling was welcome by Cleveland and hes friendly manner .
Cleveland was very knowledgeable and helpful and did not make me feel pressured in my decision.
A happy experience with Cleveland at Big motoring world .

Dont even consider this company, the salesman whom I believe was called Carl did his utmost to convince me to trade in my current car. I politely explained that is is a company car and for some explicable reason he still pursed with this in his desperation to make a deal.in spite of the inevitable high pressure over priced
add on sales which i politely declined, i went on to purchase a vehicle from them. This is where the fun begins! The car developed a serious banging noise from the front OS wheel within 2 Days, the response from this company is of course to refer you to the 3 month warranty that is provided with the car by a third party company called Assurant., i am now 2 weeks into a discussion with this company in order to at a minimum investigate the issue and no bookings have been made by them to date. My recommendation to big motoring world is to improve the training of the sales staff as clearly selling your company car as a trade in vehicle could be career limiting! Good luck to you if you engage with this company!

UPDATE after the response from BIG MOTORING WORLD.May i ask what you plan to do about it besides sending and a bluntly pointless response, I am sure the readers and listeners will look forward to the next dismissive response, DATED 24 August 2026.

Super helpful staff, we had James. Highly recommend.
Great service all round and coffee while you wait! We will be back!

Extremely disappointing experience — vehicle not as advertised or properly inspected

I purchased a 2022 Land Rover Discovery Sport from Big Motoring World on 8 August, expecting the level of service and preparation you would reasonably expect from a large national motor dealer.

Unfortunately, my experience has been extremely disappointing.

I paid a transfer fee to have the vehicle moved from Warrington to West Malling. I was then told that the vehicle had arrived and was being prepared for my 9:00am collection appointment. In reality, the vehicle had not been properly checked, cleaned or prepared when it arrived.

The vehicle had also suffered considerable damage during the transfer process. What concerns me most is that this damage had apparently not even been picked up by Big Motoring World before I arrived to collect the vehicle. Had the vehicle actually been inspected properly on arrival, this should surely have been identified and dealt with before a customer was invited to collect it.

The vehicle was dirty inside and out, with make-up marks, rubbish, tissues, footmarks and general dirt throughout the vehicle. There was also rear paint damage which had not been disclosed in the advertisement. I was offered just £200 towards a repair which I was told would cost around £250.

Even more concerning was discovering a large amount of water inside one of the rear light units, apparently caused by a failed/broken seal. I have photographs clearly showing the excessive amount of water inside the light. I have asked Big Motoring World whether they genuinely consider this an acceptable condition for a vehicle to be sold from their forecourt.

I also discovered that the infotainment system was still linked to the previous owner.

Another issue I have with the experience is the way the vehicle was represented online. The photographs used in the advertisement appear to have been heavily digitally enhanced, to the point where the vehicle looks almost like a computer-generated image or something from a computer game. The presentation online gave a completely different impression from the vehicle I actually arrived to collect.

I appreciate that vehicles can occasionally sustain damage during transportation. What I find unacceptable is that the vehicle appears not to have been properly inspected when it arrived, meaning these issues were still present when I turned up as the paying customer to collect it.

I subsequently raised a formal complaint. Unfortunately, I felt that the first complaint response simply palmed me off rather than properly addressing the substance of what had happened. I had raised several specific and serious concerns, yet the response did not give me the reassurance I would expect that the matter had genuinely been investigated.

I have now had to spend considerable time pursuing issues that should have been identified and resolved by the dealership before the vehicle was handed over to me.

This isn’t about expecting a used car to be absolutely perfect. It is about expecting a vehicle to be properly inspected, prepared and accurately represented before a customer pays for it and travels to collect it.

My advice to anyone buying from Big Motoring World would be simple: do not rely solely on the photographs or assurances that the vehicle has been prepared. Inspect the vehicle extremely carefully before accepting it and check for damage, cleanliness, water ingress and anything that may not have been disclosed online.

I am still awaiting a satisfactory resolution to my complaint. At this stage, the whole experience has been extremely frustrating and has fallen a long way short of what I expected from a major national motor dealer.

I had a brilliant experience with Charlotte in the Aftersales team at Big Motoring World. She was incredibly helpful, friendly and professional, and went above and beyond to get my car fixed as quickly as possible.
The whole process was made so easy thanks to Charlotte. She kept me informed, dealt with everything promptly and made sure the issue was resolved without any unnecessary hassle. It’s refreshing to receive such great customer service, and Charlotte is a real credit to the team.
I’m extremely happy with the service I received and would definitely recommend Big Motoring World, especially the Aftersales team. A huge thank you to Charlotte for all her help!

It was a seamless purchase, sorting out everything there and then: test drive, payment, temporary insurance, tax - all done and driven away within 2 hours.
Only slight niggle - in attempting to sell extended warranty they overplayed unknown reliability of EVs which I’d hoped we’d moved beyond.
But fully recommend for a trouble free purchase.

Adrian was really knowledgeable and extremely polite , got to the dealership at 5.30pm and drove away by 7pm . ALL IN ALL GREAT CUSTOMER EXPERIENCE!

After my last review I got told email back to big assist help review better outcome from management and this is response I get below. Still not been allowed to speak to any one from management. The stress this is causing to my family is unbearable.

Good Afternoon,

Thank you for your email.

I must advise that as we have issued our final response on this matter on 03.07.26, we are not looking to assist yourself further with this concern.

Please be advised that you are more than welcome to seek third party advice with regards to your dissatisfaction surrounding our response to your complaint.

Kindest Regards,

Samantha

Staff were friendly, accommodating and helpful

Great selection of used vehicles. Knowledgeable sales staff and smooth transition completion. Lots of options to take out additional warranty and other vehicle protections. The only slight disappointment was the pre sale valet of the vehicle but that was not something that would determine me from using them again.

Loads of issues with the vehicle and all I got was "we are not liable" when the issue was there when I bought it
If you are lucky enough to get a car that doesnt have anything go wrong then great but if you do then they are terrible.
The only way you can speak to someone is by email
The phoneline will stay at caller number 13 or sometimes you get as low as 8 in the queue but I swear they leave phones off the hook so.you never get to the front of the queue
Loads of electrical issues, car wasnt charged up (ev) or been cleaned when I picked it up
Buyer beware I will.never get another car through them ever again and I suppest you dont either

This company provided me with an unsafe car on handover.
I bought an ECOSPORT for my wife and all was ok as she previously had an older model ECOSPORT. She said the new one was a harder ride but I put that down to being an ST Line with upgraded wheels when she had a Titanium before.
The tyre pressure warning light came on a few months later so I checked the pressures. To my horror, the two near side tyres were inflated to 60psi. While a slight overinflation isn’t a problem, having nearly DOUBLE. This could explode while driving. In other words, they supplied my wife with a car which could result in a blowout at speed.
Safety to this company does not appear to be a concern.

Jhon was our asistent today. He did a great job explaining us all the options that we have and he answered every single question that we had. Thanks Jhon for helping us choose the car we wanted.

Your service was great. Very professional all round. We could certainly recommend your Salesforce to anyone. Well done, car is running very smoothly
Thank you all.