I travelled 3 hours to the Blue Bell Hill branch yesterday to test drive and pick up a new car.

At payment stage I was asked to sign a declaration that the car had two keys and an SD card containing navigation data.

At collection, I was told that these were at a different BMW site and that they would be sent to me in the post.

After calling to follow up, I have been told that I was lied to and that no spare key or SD card exist.

It has been recommended that I buy a spare key and SD card and that they will reimburse me for the cost. I have since been quoted £602 by an official Audi retailer for the replacement of these items.

I do not believe that I will be reimbursed if I buy these out of my own pocket and have requested a refund for the amount quoted. If this is not provided I will be returning my car within 30 days as is my right under the Consumer Rights Act 2015.

Be warned - if you are not shown the spare key and SD card, do not buy.

UPDATE: I have still not heard back from Big Motoring World despite them 'looking into it'. I have also now raised this matter with both the General Manager and Dealer Principal, whose email addresses I will share for others to raise their own issues.

UPDATE #2: Since my first update, another review has been posted by Stuart Head (see 1* reviews) stating that exactly the same thing happened to him. This company is unscrupulous and is intentionally misleading customers about what they're truly purchasing. I am still awaiting a call back and/or a refund. I will be returning my car next week.

UPDATE #3: After emailing the Dealer Principal and the General Manager, I have had a complaints case opened with a Customer Services Advisor. They claim that the spare key and SD card were bought with the car and should be at another site, which they're chasing up now. However I had already been told that this had been requested from the other site and that they didn't exist, so I'm not holding my breath. Making preparations to drive back to Chatham on Tuesday to return the car.

UPDATE #4: Still no refund. I’m actually still awaiting the £99.00 refund from the initial reservation deposit as well. This is a disgrace.

UPDATE #5: I’ve got nowhere and haven’t heard anything. If you need to make a complaint, email Dave.Selby@bigmotoringworld. Uk (General Manager). He probably won’t do anything, but it’s worth filling his inbox to let him know how poor BMW really are.